COVID-19 update and cancellation information
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Florida Palm Trees
Florida Palm Trees

COVID-19 Update and Cancellation Information

Dear Valued Customer,

We know that many of you are trying to contact us to find out more about adjusting your travel plans due to the situation with COVID-19, and we are deeply sorry for the delays. We are clearly experiencing extreme call volumes at this time, and we wish we could respond to everyone immediately. Please know that we are working as fast as we can to update our site with options that allow you to contact us through other channels. We are also re-deploying Travel Advisors from other parts of the business in an effort to assist those who are calling in. Due to the unprecedented amount of travel disruption, refunds may take up to 30 days to process. 

Our hotels have waived the cancellation penalty for all future reservations. The quickest way to find out if your non-hotel travel components can be changed without a penalty will be to check the airline’s direct website.  We follow the policies of our partners, which means that any credit, refund or change will be at the discretion of the airline, or other travel provider.

If your travel plans do not currently fall under a flexible change policy or are not scheduled to begin within the next 7 days, we ask that you please delay your call to our customer service until your trip becomes eligible or you are within 7 days of your trip start date, so we can help those with more imminent travel first.  If you are still unable to get through to our dedicated Post Booking support phone number, please email your itinerary number and request to

Thank you for your patience and understanding during these difficult times. We will continue to do our best to serve you and do whatever we can to help you travel with peace of mind. For more information, please visit our Customer Service Portal at

March 19, 2020