Press Releases
04/03/2020
Office of the Attorney General, Insurance and Consumer Protection Departments Release Travel Guidance During COVID-19 Pandemic
Attorney General William Tong, Connecticut Department of Consumer Protection Commissioner Michelle H. Seagull and Connecticut Insurance Department Commissioner Andrew N. Mais released the following guidance to consumers regarding booking and canceling travel during the COVID-19 pandemic.
Whether a consumer is booking travel for work or vacation, or needs to cancel their trip due to the COVID-19 outbreak, it’s important to know the terms and conditions of the travel agreement.
It’s important for consumers to know that travel agreements and terms and conditions do vary. Consumers have the option to book directly through hotels and airlines, through all-inclusive resorts or cruises, a travel agent, or even a school. Consumers also may have chosen to purchase travel insurance, which may help protect their money in some circumstances.
A number of travel companies have and will continue to update their policies to accommodate travelers.
“We are hearing from consumers across Connecticut having difficulty getting their money back or rescheduling trips due to COVID-19. Consumers should not be bearing the full financial burden for cancelled trips at a time when travel is dangerous and in many cases not possible. Every contract is different, and consumers should read the fine print and understand their options. If you hit a roadblock, the Office of the Attorney General is here to assist,” said Attorney General Tong.
"We understand that travel cancellations are underway, and that travel scheduling has become more challenging in light of the COVID-19 outbreak," said Consumer Protection Commissioner Seagull. "We want to ensure that with changing policies, and the volatile travel environment, that consumers and families have the tools they need to make the best financial decisions possible. We know that this is a hard time for travelers, especially those who are trying to find ways to see loved ones. Anyone who feels their travel terms and conditions have not been upheld by their travel company, or anyone with concerns about their travel is encouraged to contact our office."
“Travel insurance policies can vary widely. Be knowledgeable about the policy you have or plan to purchase before you leave on a trip. Ask if a policy rider would be helpful for covering what the basic policy does not,” said Insurance Commissioner Mais. “Questions about what is covered and what is not covered during the coronavirus (COVID-19) outbreak should be directed to the travel policy insurer. If consumers are having difficulty getting answers to their questions, they should contact the Insurance Department at insurance@ct.gov.”
Since the COVID-19 outbreak, the Office of the Attorney General has received numerous travel-related complaints from consumers who have had trouble rescheduling or cancelling a trip, or receiving a refund.
For example, after the coronavirus outbreak, an elderly couple sought to reschedule a cruise they had previously booked to Asia, starting in Hong Kong and ending in Singapore. The cruise line refused the seniors’ request to rebook the cruise and did not want to cancel the reservation or provide a refund. Our office was able to step in and mediate the situation. Not only did the cruise line cancel the trip and provide the couple with a full refund, but the company also offered a future cruise credit and coverage of airfare penalties.
As COVID-19 continues to spread across the globe, the U.S. Centers for Disease Control and Prevention has advised travelers to avoid traveling to countries with Level 2 and Level 3 warnings. The CDC also issued a domestic travel advisory for New York, New Jersey and Connecticut urging residents to refrain from non-essential domestic travel for 14 days effective immediately.
The Travel Guidance During the COVID-19 Pandemic is available here.
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Media Contact:
Elizabeth Benton
elizabeth.benton@ct.gov
860-214-0937 (cell)
Consumer Inquiries:
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attorney.general@ct.gov