COVID-19 Realities: Everything is Cancelled. But How Do You Get a Refund on All Your Plans?

If you are like me, you’ve probably canceled plans to take a couple of trips (for work and/or pleasure) or attend an event that you were excited about. To add to the stress of the pandemic, the wait times (on the phone and online) to get a refund can stretch for hours.

These past few weeks, I’ve been spending lots of time talking with #travel agencies, airlines, and hotels. So many of them are doing everything they can to help their customers. They’re looking ahead, rather than shortsightedly focused on the now. 

Some of my travel plans weren’t as easy to cancel, but now is the time to celebrate the businesses doing it right. These go above and beyond to ease the discomfort and financial woes that come with these uncertain times. (Related: Unstoppable Podcast Month-in-Review: Expert Advice to Help You Navigate Uncertain Times)

Companies like The Four Seasons not only went the distance to accommodate me, but also are taking care of our frontline heroes during this uncertain time. They’ve recently offered free rooms to doctors, nurses and other medical personnel working in New York City. Other companies, like Airbnb, are providing free or subsidized housing to 100,000 healthcare professionals, relief workers and first responders on a global scale. At a time when every little gesture can make a world of difference, I wanted to share some of the brands that are, in my personal opinion, doing it right. Every business owner should take a cue from their moves.

There are many more companies doing their part to alleviate the pain of this pandemic. Here are a few of them.  

JETBLUE AIRLINES

The problem: My flights to NYC and other destinations for work were booked a long time ago.

The solution: I’m ride-or-die JetBlue—I’m a Mosaic member. I’m not sure if my airline status made a difference, but canceling reservations on the site was a breeze. One of my flights even got canceled before I had the chance to do it myself. When I went to re-book, I noticed that the new trip was more expensive than the original one. After a brief call to their customer service line, they honored the old price without a huge hassle. They were fast, easy, and accommodating, and I was reminded of why I’m a loyal customer. 

SOUTHWEST AIRLINES

The problem: I had several flights booked, some personal, some business.  

The solution:  I canceled them on the Southwest site and got an immediate refund. No muss, no fuss. It was super-fast and easy.

(Related: Expo West Postponed: Why it was the Right Move, and How Your Company Should Respond to Coronavirus Fears)

THE FOUR SEASONS 

The problem: I was looking forward to a friend’s big birthday celebration at their Cabo property in April. Then, of course, COVID-19 happened. Because we had locked in a special group rate, the fee was nonrefundable. Or so I thought. 

The solution: When I called the hotel, they were lovely. Not only did they give us a 100% refund, they told me that if I re-booked at a later date, that they would provide us with $100 per night towards a new booking. I didn’t take them up on their unexpected offer, but I am still a happy customer. Because they surprised and delighted me, I will go there the next time I can. 

UNITED AIRLINES

The problem: I had multiple business trips booked as well as my flights to Cabo—and most were nonrefundable. 

The solution: When I canceled the tickets on the United site, it put money into a travel bank for me to use later. While this was not exactly what I wanted—a refund is always preferred—it did the job. And it was easy. 

MONTAGE RESORT, CABO

The problem: If the world hadn’t been turned upside down, I would be on my way there right now with my sons. I had booked this hotel through Amex Travel. 

The solution: An Amex agent got in touch with the hotel to see what they could do. I swiftly received a 100% refund, which was even more impressive when you consider the state of the world. Again, I will take the next opportunity to make it to this hotel once the pandemic is over.    

Tell me: What companies have impressed you during COVID-19? Please share in the comments!

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Kara Goldin is the founder and CEO of San Francisco–based Hint, a healthy lifestyle brand known for its delicious unsweetened flavored water. Since launching in 2005, Hint has introduced an oxybenzone- and paraben-free sunscreen collection using its signature fruit essences, and most recently, a plant-based, aluminum-free eucalyptus + lemon deodorant. Kara produces and hosts her own podcast, Unstoppable with Kara Goldin, where she interviews founders, entrepreneurs, and disruptors across various industries. Keep up with her on Twitter, Facebook, and Instagram.