Travel and Event Cancellations

News

4.27.20

Travel and Event Cancellations


How to Change or Cancel Travel and Event Plans Due to COVID-19

We’re working with members to help find solutions for changing or canceling travel or event plans, if you paid with your credit or debit card or with CU Rewards. We recommend that you start by contacting your travel or event provider because many airlines and hotels are letting members change travel to and from areas impacted by COVID-19. Sports and performance event venues and ticket providers are also assisting members with refunding to rebooking events.

Changing or Cancelling Trips or Events Booked with Your Provident Credit or Debit Card

If you used your Provident credit or debit card to book travel directly with an airline, hotel or other travel and event provider, the quickest way to find out if you can change your travel plans without a penalty is to check the provider’s website. Go to your airline, hotel, car rental agency, travel or event provider’s website to check the most updated cancellation options and rescheduling policies. Policies may change or be added at any time, so check for updates. Follow the travel or event provider’s process to cancel or reschedule your booking. Providers may be experiencing high call volumes, so check their website for options to cancel or rebook online.

For Credit Cards: If your trip has been canceled and you’re unable to get help after contacting your travel provider, you can submit a credit card dispute within online banking. Simply sign on to online banking and click on the card you used to book your travel. Find the transaction in question and click on the dispute icon located next to your transaction.

For Debit Cards: If your trip has been canceled and you’re unable to get help after contacting your travel or event provider, please visit our Application and Form Center and complete our debit card dispute form. Once complete please sign in to online banking and click on message center, then “Contact Provident.” Then select the Debit/Credit Card Support category and attach your form to the message. Please also include copies of your communication with your travel or event provider regarding cancellations along with original booking confirmations, reservation confirmations, and associated cancellation policies and disclaimers.

Please note that it may take up to 60 days to process your dispute due to the increased number of requests being filed with travel and event providers.

Changing or Cancelling Trips Booked through CU Rewards

Many travel providers are offering flexible change policies due to the spread of COVID-19; however, they do vary. In general, the quickest way to find out if you can change your travel plans without a penalty is to check the airline or hotel website directly. Due to high call volume, we strongly recommend you do this before contacting Provident.

We understand the sense of urgency you may have around canceling or changing their existing bookings, but if your travel plans don’t currently fall under a specific flexible change policy, or if your travel isn’t scheduled to begin within the next 72 hours, we ask for you to wait before contacting us.

To cancel a flight booked through CURewards with points, cash or a combination of both:

Sign on to curewards.com/provident. Select the “Customer Service” option from the drop down arrow located on the right side of the page below your name. From the Customer Service page you can submit email inquiries to our travel partner. Members may also call (800) 637-7728. Please note that our travel partner is experiencing extremely heavy call volume and we ask that you wait until 72 hours prior to your travel date before calling so they can assist immediate travelers.

To change or cancel a hotel or car reservation booked through CURewards with points, cash or a combination of both: 

Sign on to curewards.com/provident. Select the “Customer Service” option from the drop down arrow located on the right side of the page below your name. From the Customer Service page you can submit email inquiries to our travel partner. Members may also call (800) 637-7728. Please note that our travel partner is experiencing extremely heavy call volume and we ask that you wait until 72 hours prior to your travel date before calling so they can assist immediate travelers.

What to Know Before Traveling

Go to your airline’s or hotel’s website to learn about refund options, waiver policies and more under the COVID-19 and Travel Alerts/Advisory sections.Check your airline's website to find out if your flight has been delayed or canceled.Check your airport to find out if they have specific travel advice for travelers. During times of travel disruption, allow plenty of time to get to the airport.We recommend you check the travel advisories from the U.S. State Department and U.S. Centers for Disease Control and Prevention before traveling.
 
 

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