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 | Dear Traveler,
| | The impact of the novel coronavirus (COVID-19) on travel continues to change rapidly, so I am reaching out personally to all customers who have travel bookings with Expedia. | | We know that many of you have been experiencing difficulties either connecting with someone at our call centers or attempting to cancel or change travel plans directly on our site. We are truly sorry we may have been unable to respond quickly as we work with our travel partners to process an unprecedented number of customer requests. We are working around the clock to remedy this situation, including increasing the number of travel advisors available, improving our existing self-service options, and introducing new automated ways for you to take action. | | For travelers with trips in the next seven days, please visit our resource page for guidance on the best steps to take. Many who wish to cancel or change reservations should now be able to self-serve on our site by following the process outlined. If you do need to contact us, please have your itinerary number ready so we can more quickly serve you. | | For travelers whose trips are not within the next seven days, please understand that we are trying to prioritize travelers with the most immediate needs. You can help us help them by checking to see if the online service options on our resource page can serve you and, if not, by waiting to contact us for cancellations or changes until your travel is within seven days. I know it is frustrating to wait and we appreciate your patience. | | Within the next week, we expect to launch new features that make it easier to manage your travel plans by text message or email. We’re also working through ways that we can reach out to customers who have travel starting in the next 72 hours so that we can support you more quickly. We understand the importance of your trip, and are working as fast as we can to provide this additional assistance.
| This can be a confusing and stressful moment for travelers, and I understand your need for timely answers and assistance. Know that we are working together with our travel partners, 24 hours a day, seven days a week, to assist you and all our customers and will keep you updated.
We hope you are staying safe and healthy.
|  | Tucker Moodey
| President, Expedia
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