TRAVEL UPDATE How to self-cancel travel impacted by COVID-19 and answers to your FAQs Learn More
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The fastest path to canceling your booking is through one of our self-serve tools, found in step 3 below.

Please note, as we’re processing a larger amount of cancellation requests than usual, it may take up to 30 days to receive your refund.

Thank you for your patience & understanding.

Updated: April 22, 2020

Coronavirus Travel Guidance: What You Should Know

As members of the Hotwire family, your peace of mind before, during, and after a trip is immensely important to us. Travelers around the world have been impacted by coronavirus (COVID-19), as flights have been canceled and travel advisories have been put in place. Since you might have a trip already booked or are looking for more information, we want to provide you with the most up-to-date travel guidelines, so making an informed decision is that much easier.

The Hotwire team will routinely update this page, ensuring that the latest travel guidance and links to essential coronavirus information are available to you, making travel as worry-free as possible.

Can I change or cancel my reservation due to COVID-19?  

The Hotwire team is working hand-in-hand with our hotel, car, and flight partners to help make trip changes and cancellations as simple as possible.

Please follow the steps below for support with your current reservations:

1. Review the terms of your booking

Hotwire has been working closely with our travel partners to allow cancellations for bookings that are normally non-cancelable, and many of our partners are offering flexible change policies due to the current situation. The quickest way to find out if travel plans can be changed without a penalty will generally be to check the airline, car, or hotel website directly. Frequently, these policies are updated to align with changing travel restrictions, so make sure to check back regularly.  

Note: Some suppliers, like American Airlines, are also providing self-serve capabilities on their website. If your booking qualifies and you are able to submit a self-serve claim through a supplier directly, you will not need to also cancel your booking through Hotwire.


2. For travel within 48 hours please call us directly. Even if your booking is non-refundable or within the cancellation penalty window, you may still have options. Many of our partners are offering flexible change policies due to the current situation. However, they do vary from partner to partner, and whether your travel plans are eligible often depends on when you booked, where you're headed and your travel dates.

  • Hot Rate hotels and all car rentals (itineraries starting with a 3, 4, 5 or 6), please call 1-866-468-9473

  • Flights, Standard Rate hotels, or packages (itineraries starting with 1 or 7), please call 1-866-394-2015 

 


3. If your travel is not within 48 hours the fastest way to cancel your booking is by using one of our self-service tools. 

Hotel, Car & Flight reservations:

  • Sign in to your Hotwire account then go to ‘My trips’ OR if you are already on the confirmation page of your reservation, find the ‘Cancel my reservation’ section.

  • Use the ‘Cancel’ button to proceed with canceling your reservation.

  • If you do not see either of these buttons in your account or are unable to login to your account, please use one of our self-service tools available below:

 

Reservation Type

Itinerary Number Starts With

Self-Service Forms
Hot Rate Hotel5 or 6

Hot Rate Hotel Cancellation Request Form

Standard Rate Hotel

1 or 7

Standard Rate Hotel Cancellation Request Form

Car

3 or 4

Car Cancellation Request Form

Flight & Package

1 or 7

If you are traveling with an eligible airline, use our online Flight Cancellation Request Form.  You can find more information on the flexible policies provided by our airline partners on this page.

 

Once you have submitted the Cancellation Request Form relevant to your booking(s), you will receive a confirmation email within 3 business days.

 

Please note: Your insurance policy will need to be canceled directly with Allianz Global Assistance. We recommend you contact Allianz Global Assitance at 1-800-771-1281 to review the best options for your plan.

What should I do before I  leave on an upcoming trip?

If you need to travel domestically or internationally, consider following the below tips for a seamless trip: 

  • Check your flight status on your airline's website to find out if your flight has been delayed or cancelled.  
  • Check your local airport to find out if there is specific travel advice for passengers; depending on your departure or arrival airport, there may be additional security checks so allow yourself plenty of time to get checked in and to your gate.  
  • Stay up to date on the latest travel advisories in case your origin or destination is impacted by coronavirus; check your local and national health organization updates regularly so you have time to adjust travel plans as needed. Don't forget to check for updates at your final destination as well.

Important links

  • For a list of frequently asked questions or to learn more about our standard cancellation policies, click here
  • To find out more about Coronavirus (COVID-19), including how to protect yourself against getting sick and what the symptoms are, we recommend visiting the World Health Organization and the Center for Disease Control (CDC)

How can I stay informed about COVID-19?

It’s important to stay up to date with accurate information. Consult trusted sources, especially government websites, such as: 

Important links

  • For a list of frequently asked questions or to learn more about our standard cancellation policies, click here
  • To find out more about Coronavirus (COVID-19), including how to protect yourself against getting sick and what the symptoms are, we recommend visiting the World Health Organization and the Center for Disease Control (CDC)

How can I stay informed about COVID-19?

It’s important to stay up to date with accurate information. Consult trusted sources, especially government websites, such as: 

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Answers to your frequently asked questions

I got an error message on the form. What should I do? 

If you received an error message, it's likely some of the information was input incorrectly and you will need to resubmit this form. Double check for typos and ensure you use the Hotwire itinerary number – not the hotel or car rental company’s booking confirmation. Valid Hotwire itinerary numbers start with a 1, 3, 4, 5, 6, or 7.

Links to our cancellation forms are located above, within section 3 of this page.

I was told my reservation isn’t eligible for a refund.  Is there anything else I should do? 

We are working closely with our travel partners while they update their policies, and your eligibility may change in the upcoming days. Many of our travel partners are also adding policies that are retroactive to refund unused travel, in which case we will automatically approve your request and notify you. Note: Please make sure you’ve submitted a cancellation form for your booking if you have not done so already, so we can contact you if a retroactive refund policy is put in place.

Links to our cancellation forms are located above, within section 3 of this page.

What if I was unable to contact you prior to my travel dates (phone lines too busy, etc)?

If you were unable to contact us prior to your reservation dates, please call our customer service team (1.866.HOTWIRE) who will do all they can to help make this right, including identifying any relevant retroactive policies that may be in place, as set by our travel partners. Please have your itinerary number on hand. 

I submitted a cancellation request for my booking via the online form. What is the status of my cancellation request? 

If you have successfully submitted an online cancellation form, your request is under review. We will contact you via email within 30 days about the eligibility of your refund. Please note: our call center is currently unable to process car cancellations over the phone—you need to fill out the online form. 

Car Cancellation Request Form

I was approved for a cancellation but haven’t received my refund. Where is it?

Due to the unprecedented amount of contacts we are receiving, it may take up to several weeks to receive your refund. If you received the email acknowledging refund eligibility more than 30 days ago, rest assured, your refund  is confirmed, and should be coming soon. You will receive a final email confirmation once we’ve processed your refund request.  Thank you for your patience! 

My booking is for after May 31. How do I cancel?

Hot Rate Hotel: We encourage all travelers looking for a refund to utilize one of the self-cancellation options listed on our FAQ page. We’re working closely with our partners as the COVID-19 situation changes, so even if your booking is for a trip beginning after May or is not eligible for cancellation now, it may become so later. If your booking does become eligible, we will reach out to you via email at that time. 

 

Car: Please submit your refund request via online form and we will review your eligibility based on current supplier’s cancellation policies. If your booking does not qualify for a refund, Hotwire will continue to check the car rental agency policies daily and you will receive a confirmation if the booking becomes eligible for a cancellation. 

 

Flight: If you are traveling on a major airline, use our online Flight Cancellation Request Form. Low-cost airlines, like Frontier and Spirit, like to handle their own changes and cancellations so you will need to call them. 

What do I need to know about my refund?

You will receive a refund either to your original method of payment, or as a credit in the form of HotDollars in your Hotwire account. HotDollars can be used toward any future Hot Rate® Hotel or Hot Rate® Car booking. HotDollars are equivalent to 1 US dollar and expire after a year.

I still need to book travel now or in the near future. How flexible are these bookings?

Hot Rate Hotel: All new Hot Rate® Hotel bookings with travel starting on or before May 31, 2020 are eligible for free cancellation. Cancellations can be made up to 24 hours before your scheduled arrival date. Any cancellations made after that time (including no-shows) are subject to a property fee equal to 100% of the total amount paid for the reservation. Please visit our Flex Cancellation Policy page for the most up to date information.

 

Standard Rate Hotel: The standard cancellation policies of our travel partners apply. Users can find the cancellation policy for standard rate hotels on the property details pages and billing pages prior to booking. 

 

Car: We’ve teamed up with our travel partners to provide flexible cancellation on all new car bookings with pick-up dates on or before May 31, 2020. If travel flexibility is needed beyond May 31, we recommend booking any of the "free cancellation" standard rates that are available. 

 

Flight: If your flight is scheduled to return prior to May 31, 2020, many airlines are allowing you to cancel without penalty for an airline credit to be used on future travel (check specific airlines for their policies).  After May 31, 2020, please be aware that all normal cancel penalties will apply but check with your carrier for any updated policies.