Dear valued partners,
As of Jan.26, a new strain of coronavirus has killed 49 people and infected at least 2,000 others in 31 provinces in Mainland China. Over 30 provinces have been placed on high-level public health emergency response. Travel restrictions have been imposed, tourist attractions closed and public entertainments have been cancelled: controlling the movement of people and closing-off avenues for the disease to proliferate, thus restricting the spread of the virus to the greatest possible extent.
A number of cases of infection have been recorded in more than 10 other regions and countries, including diagnosed cases in France, Australia, Canada, the U.S.A, Singapore, Thailand, Japan, South Korea and Malaysia. The situation is gradually becoming one of international concern. The China Civil Aviation Administration has authorised airlines and agencies to provide full refunds to passengers for civil aviation tickets already purchased. The China Ministry of Culture and Tourism have also required all travel agencies temporarily to suspend the sale of group tours and “flight + hotel" travel products.
The outbreak of this new strain of coronavirus has severely impacted travel plans. With this urgent matter, we wish to reach out to our valued partners/customers and ask kindly for your understanding and support while we work together to carry out our cancellation policy during this emergency situation.
In response to the need for prevention and control of the outbreak of the virus, and in order to ensure the health and safety of all our customers, Trip.com Group has launched a “Safeguard Cancellation Guarantee” initiative. Through this initiative we ask global operators to offer a free cancellation policy for customers who have booked travel plans with a check-in date through early February. We believe this is a responsible response to this developing crisis.
At present, 37 global airlines (including Asiana Airlines and Singapore Airlines) and over 10 hotel brands (including Hilton, Shangri-La, Intercontinental Hotel Group, Marriott, Hyatt, Accor, Melia, Jumeirah) are participating in this initiative. This is in a joint measure better to guarantee response to requests for changes in travel plans from travellers China outbound to global destinations during this difficult situation. We expect more of our valued partners to follow suit and join the “Cancellation Guarantee” initiative in order to offer full support to customers.
We expect that all travel industry leaders (airlines, hotels, local service providers) should allow the delay of the trip until the disease in under control, or full refund to customers who have been suffering from the epidemic situation.
“Your participation will contribute to global efforts to control and prevent the spread of the disease, and will also be sincerely appreciated by the international community.” Trip.com Group CEO Jane Sun said, “Thank you for your understanding and support. We sincerely look forward to your participation in this program at this critical juncture. Let us come together and work as one cohesive unit and play our part in reducing the spread of the coronavirus.”
Thank you.
Trip.com Group
26 January 2020