Due to the ongoing impact of the COVID-19 outbreak, Trip.com has announced an expansion to its Safeguard Cancellation Guarantee. 

Originally announced in January, the Trip.com Safeguard Cancellation Guarantee initiative offered cancelation waivers to customers affected by the COVID-19 outbreak.

As part of the new provisions, Trip.com will expand coverage of the initiative to individuals directly and unavoidably affected by the outbreak, providing the following cancellation provisions for bookings on Trip.com made before 11:59 p.m. on Feb. 23rd, for use before 11:59 p.m. on March 31st, according to the company.

Due to published travel restrictions or mandatory 14-day quarantine requirements by destination authorities, customers from affected origins (South Korea, Japan, Italy, etc.) may receive a full refund for any hotel, train ticket, airport transfer, car rental, tour, and attraction pass booking. 

Other coverage includes:

1. Customers who are unable to travel as a result of diagnosis of the virus will be eligible for a guaranteed full refund for all products. 

2. In support of the efforts of healthcare workers to contain the virus, Trip.com will provide a guaranteed full refund for all products to healthcare workers devoted to efforts directly related to the COVID-19 public health emergency, whose travel plans have been cancelled in order to remain on the frontlines of the fight against the virus.

3. All bookings for hotels that have joined the Safeguard Cancellation Guarantee initiative may be cancelled free of charge. Wherever possible, Trip.com will try to coordinate with hotels not covered by the initiative to secure a refund for customers.

4. Air ticketing cancellation policies will be continually updated and synchronized with airlines, and Trip.com will assist customers in processing refunds in accordance with the latest policies as they become available.

"Trip.com recognizes that the volatility of the situation is causing anxiety for our customers across the globe,” said James Liang, Trip.com’s group chairman. “We believe that it is our duty at this key moment in the fight to contain the virus to support those who have been unable to travel due to unavoidable circumstances, and to recognize the admirable sacrifices made by healthcare workers to contain the epidemic."