Free cancellation and in-person refund fees for Spring Festival Meituan orders and Ctrip Wuhan orders

Recently, due to the impact of the new coronavirus, in order to suppress the spread of the disease to the greatest extent, major cities in Wuhan and Hubei have implemented city closure measures. After understanding and believing the situation, major departments and platforms have made plans for the Spring Festival Green channels have been opened for air tickets, hotels, attractions and other tickets to and from Wuhan, with free refunds. Meituan and Ctrip made relevant work arrangements as soon as possible and canceled all users' orders for free.

Free cancellation of Meituan orders

The Meituan customer service center is online 24 hours a day and does its best to help users solve order change problems as soon as possible. Due to intensive traffic, please do not worry if you do not receive a timely reply. After applying online, customer service will give you a comprehensive answer and complete the process.

According to the latest situation, from now on, Meituan will continue to upgrade its emergency service policy for travel orders and expand the scope of free cancellation to all domestic orders:

1. Hotels and B&Bs: Meituan has The "Green Channel" guarantee plan was launched on January 22, and new merchants are constantly joining it. Merchants that respond to the plan will unconditionally provide free cancellation guarantees for orders placed before February 8 (the fifteenth day of the first lunar month). For other domestic hotel merchants and B&B merchants that have not yet responded, Meituan will actively coordinate to cancel or reschedule for users free of charge.

2. Attraction tickets and holidays: All domestic attraction tickets and holiday orders with expiration date before February 8 (the fifteenth day of the first lunar month) can be canceled free of charge. At the same time, many cultural institutions and tourism companies have successively announced the closure or cancellation of events. Meituan will proactively contact users to cancel orders for free and provide refunds in accordance with the latest policies.

3. Air tickets and train tickets: According to the Civil Aviation Administration of China and Railway Policy 12306, starting from 0:00 on January 24, passengers who have previously purchased civil aviation air tickets and national railway train tickets will be refunded voluntarily. No fees are charged. Users are advised to apply for a refund on the "My Order" details page of the Meituan App.

Free cancellation for Ctrip orders

During the Spring Festival, bookings related to the Wuhan area can be canceled for free. Users who have been quarantined at the airport (port) and those who have been in close contact with them can cancel all products booked on the Ctrip platform for free, and Ctrip will bear the losses.

According to Ctrip’s regulations, users who have been diagnosed with the new coronavirus or who have been quarantined at the airport (port) due to suspected new coronavirus pneumonia, as well as their close contacts, can cancel all reservations on the Ctrip platform for free. Products, losses will be borne by Ctrip. Ctrip provides free cancellation protection for hotel, air ticket, and car bookings in Wuhan area from now until January 31 during the Spring Festival. At present, most hotels in Wuhan accept coordination and can cancel the reservation without loss; Ctrip will bear the loss of uncoordinated hotel orders.

In addition, for various types of public transportation orders (air tickets, railways), the civil aviation and railway departments have not yet launched a special refund policy in response to the epidemic. For users who need to unsubscribe, Ctrip will make every effort to communicate with airlines and other product providers to coordinate for users to unsubscribe for free or reduce losses. At the same time, Ctrip will also pay close attention to changes in the cancellation policies of civil aviation and railway departments, promptly respond to the requirements of relevant national departments, and provide users with safe services as soon as possible.

This year’s Spring Festival travel season is a test for people across the country. To get through this crisis faster and better, we need the joint cooperation of everyone and all departments to minimize the people's losses. Major scenic spot ticket and hotel booking platforms, led by Meituan and Ctrip, have also formulated corresponding measures for everyone as soon as possible to ensure that everyone's losses due to this epidemic are minimized, and they actively cooperate with relevant departments to support the epidemic.