Flexibility the most desirable feature of travel bookings
Flexible cancellation policies have become a sought after feature in travel bookings but how long will they be available?
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Flexible cancellation policies have become the most sought after feature of travel bookings as holiday-makers try to safeguard themselves against snap lockdowns and border closures.
In response to demand, booking sites like Airbnb and Wotif have introduced “cancellation policy filters” to restrict searches to properties that offer full flexibility and refunds.
Airbnb Australia head of public policy Derek Nolan said the feature meant guests could exclude listings with strict cancellation policies from search results.
“Hosts recognise that guests are seeking flexibility in these uncertain times and now almost two-thirds of active listings offer a moderate or flexible cancellation policy,” said Mr Nolan.
“Prior to booking, guests can view the cancellation policy that has been selected for that particular listing by its individual host.”
Wotif Australia managing director Daniel Finch said flexibility was “critical” to booking policies going into summer when state and international borders were finally expected to reopen.
As a result, they were seeing more operators offering free cancellation within up to 24 hours of check-in, as well as reserve now, pay later options.
“For travellers this not only helps with peace of mind if government advice changes, it also means travellers can snap up a great deal knowing they’ve got flexibility to change if needed,” Mr Finch said.
Airlines have also recognised that travellers were hesitant to book unless there was an assurance changes could be made without financial penalty, or refunds could be easily accessed.
In the case of Qantas, a “fly flexible” policy meant travellers could change their travel date as often as required, or request a flight credit. The policy applied to domestic and trans-Tasman bookings for travel up to February 28, 2022, as well as international bookings for flights up to December 31, 2022.
Virgin Australia offered a similar deal for travellers for bookings on domestic and trans-Tasman flights up to February 28, but Jetstar provided only one fee-free change before a penalty.
If Jetstar cancelled the flight, the airline would rebook customers on another service at no additional cost. If border restrictions or lockdowns disrupted flying, customers were entitled to a refund or travel credit.
Rex promised a full refund for any flight affected by Covid-related restrictions, with no fee.
University of Technology Sydney tourism lecturer David Beirman said further extensions to the “flexible booking” policies may be needed to rebuild confidence in travel.
“I do think we’re talking about at least a couple of years before we see the uncertainty about travel ease,” Dr Beirman said.
Wotif research showed there was still much anxiety about travel, despite assurances that borders would reopen when vaccination rates hit 80 per cent.
Of more than 1000 people surveyed, 50 per cent indicated they wanted to travel domestically before the end of the year.
Originally published as Flexibility the most desirable feature of travel bookings
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