If you can’t attend your booking due to a serious emergency or natural disaster, your first step should be to contact the provider through the Message Center. Many providers are willing to offer a refund or credit in genuine emergency situations.
Examples of qualifying emergencies include:
Note: Missed or canceled transportation (such as airline delays or flight cancellations) does not qualify as an emergency under our policy. These situations must be resolved directly with the airline or carrier.
If the provider is unable or unwilling to assist, and your situation meets the criteria above, you may open a case through our Resolution Center and submit supporting documentation (e.g., medical records or government announcements).
Our team will review each case individually to determine whether a refund or credit can be granted.