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Airline Cancellations & Delays

When cancellations come in from either the hotel or the airline, view the scenarios below to find next steps.

Airline Cancellations & Delays

When cancellations come in from either the hotel or the airline, view the scenarios below to find next steps.

Airline Cancellations & Delays

When cancellations come in from either the hotel or the airline, view the scenarios below to find next steps.

Airline Cancellations & Delays

When cancellations come in from either the hotel or the airline, view the scenarios below to find next steps.

1. Client is Continuing the Vacation with Travel Protection Plus

  • If the airline provides a customer-approved alternative flight option:

    • Contact the ALGV During Travel Team to notify the hotel and DMC of the change OR contact the hotel and DMC companies directly and then notify the ALGV During Travel Team immediately after.
    • Ask the original airline what coverage is provided for costs associated with the flight change, such as meals or accommodations.
    • Ensure the customer saves all travel receipts to assist the refund process.
    • Contact the insurance provider for claim information regarding refunds on hotels, meals, and local transportation due to the flight cancellation or delay.

  • If the airline does not provide an alternative flight option or the alternative flight option is not customer-approved:

    • Client should purchase a new flight on an alternative airline by contacting the ALGV During Travel Team, or book with the airline directly (airline app, website, airline desk) and notify the ALGV During Travel Team immediately afterward.
    • Ask the original airline what coverage is provided for costs associated with the flight change, such as meals or accommodations. Also, verify the return flight is still confirmed.
    • Ensure the customer saves all travel receipts to assist the refund process.
    • Submit a Post-Travel Form for the canceled airfare and any ALGV-collected ancillary fees from the original flight such as bag fees or seat assignments.
    • Contact the insurance provider for claim information regarding refunds on fare difference, hotels, meals, and local transportation due to the flight cancellation or delay.

  

2. Client is Continuing the Vacation without Travel Protection Plus

If your client’s flight is canceled or experienced an impactful delay, they do NOT have Travel Protection Plus, and they wish to continue their trip, follow the instructions in the scenarios below.

  • If the airline provides a customer-approved alternative flight option:

    • Contact the ALGV During Travel Team to notify the hotel and DMC of the change OR contact the hotel and DMC companies directly and then notify the ALGV During Travel Team immediately after. Additional supplier costs may apply.
    • Ask the original airline what coverage is provided for costs associated with the flight change, such as meals or accommodations. Additional supplier costs may apply.

  • If the airline does not provide an alternative flight option or the alternative flight option is not customer-approved:

    • Purchase a new flight on an alternative airline through our During Travel Team—OR book with the airline directly (airline app, website, airline desk) and notify the ALGV During Travel Team immediately afterward. Additional airline costs may apply.
    • Ask the original airline what coverage is provided for costs associated with the flight change, such as meals or accommodations. Additional supplier costs may apply.

  

3. Hotel-Only Cancellations

If your clients booked air on their own, their flight is canceled or delayed, and the hotel must be adjusted, follow the instructions below:

  • Contact the ALGV During Travel Team to adjust or cancel the hotel stay and alert the DMC of any changes

 

Note: Supplier penalties may apply for bookings without Travel Protection Plus.

  

4. Client is No Longer Traveling

If your client wishes to cancel their entire vacation follow the instructions below:

  • Cancel the reservation in VAX
  • Submit a Post-Travel Form to get a refund from the airline for the canceled flight

 

Note: The customer may be reimbursed for the vacation based on ALGV terms and conditions and the reservation components.

  

Rebooking Scenarios for Future Air & Hotel Bookings

Please note for any option below:

 

If payment is due by EOD and the new package price is more than the original booking, apply deposit of the difference to hold the booking until travel credit issued

 

If payment is due by EOD and the new package price is less than the original booking, apply $1 to hold the booking until travel credit issued.

  • With TPP Credit

    • Cancel the booking in VAX
    • Travel credit will be issued within 24-48 hours
    • Make a new booking in VAX and apply travel credit

  • With TPP Cash Back

    • Cancel the booking in VAX
    • Within 7 days of cancellation, use Eligible Air Exchange/Waive Penalty form to request travel credit
    • Travel credit issued within a couple hours
    • Make a new booking in VAX and apply travel credit

  • With No TPP

    • Cancel the booking in VAX
    • Make a new booking on the same airline and follow airline exchange rules
    • Within 7 days of cancellation, use Eligible Air Exchange/Waive Penalty form to request an exchange
    • Travel credit issued within a couple hours
    • Make a new booking in VAX and apply travel credit
  • overview

    Cancelling & Rebooking a Hotel Only & Scheduled Air Reservation

    Click below to see a video of how to do it yourself in VAX.

    Watch Now

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