Due to the large volume of requests, our teams are currently prioritizing customers whose travel is scheduled within the next 72 hours. If your travel is further out, please wait and call us closer to your flight or message us via email or facebook messenger.
How we’re working to help you during COVID-19 and your FAQs answered:
We know a lot of you are concerned and have questions about what to do with your travel regarding limitations created by COVID-19. Please understand we are working as hard as we can to help everyone. Here’s some answers to the top questions we are getting and information to help us help you faster.
Please know that we understand and empathize with your frustration over this situation. We’re all working overtime to try and help as much as we can. Please be patient with us and know that a real human is on the other end of your call or chat answering your questions.
How to get help faster
Travel & Testing
How to get help faster
Why does it take so long to get through?
We are experiencing unprecedented volumes of calls and messages at this time. Please only contact us if your flight is within the next 48 hours, so that we can help those with urgent needs first. If your query is not urgent, please expect a delay in receiving a response.
How do I get assistance faster?
If you want to cancel or change your flight and you know and agree to your airline's policy, you can do so yourself by going to the "My Trips" page and following the prompts. Please note that we can *NOT* reinstate your flights for you if you cancel them.
If you do not wish to cancel online we can help you faster if you provide as much information as possible when you reach out to us please provide the following information:
- Your StudentUniverse reservation number (typically 6 letters)
- Your full name and date of birth
- The original flight date
- The airline
- Your email address
- A phone number where you can be reached at any time (we have agents working 24hrs a day all over the world)
- The specific details of your request.
- If you are ok with canceling for future credit per the airline’s policy let us know and we’ll just take care of it and let you know when it’s done
Should I call multiple times?
Please don’t! Once you call, you can leave your number for a call back when we get to your place in line. When you call multiple times, it won’t move you up in the queue—it’ll only ask if you’d like to delete your place in line. So call once, get in line and hang tight! We’ll be with you within a few days.
Should I have my friend's message to you guys too?
No, please don’t! We are trying to help as many people as possible as quickly as we can. If we have several people messaging us for the same problem, it actually slows us down and takes time away that could be spent helping more people. Please be respectful of our time and other people who need help too and just message us once.
Someone called and I didn’t get the phone in time, what happens now?
Unfortunately if we can’t reach you, our agents have to move on to help other customers. We will try to reach you again as soon as we can. If you can’t answer your phone anytime, it may be better to DM us so that you won’t miss our messaging back (please note, we still may not be able to respond right away).
One of my flights has disappeared from my account, what does that mean?
A flight disappearing from your account typically means that the airline has cancelled it. Many airlines are reducing their scheduled offerings and some are cancelling service altogether. If your flight gets cancelled by the airline and you still need to fly your best options are to either call us so an agent can re-book you or simply purchase another flight.
One or many of my flights have been cancelled and I still want to fly, what do I do?
If your flight gets cancelled by the airline and you still need to fly your best options are to either call us so an agent can re-book you or simply purchase another flight.
Should I always contact StudentUniverse since I booked through you?
We can definitely help you with your flights if you booked through us, unless you've booked with these airlines:
- Sun Country
- Easy Jet
If you've booked with one of these airlines, we do not have access to your ticket and you'll need to contact the airline directly.
The airline has canceled my flight, can I get a refund?
We understand the US DOT has recently issued a statement advising airlines to refund passengers for flights to, within, or from the United States that are canceled by the airline. If your flight has been canceled by the airline, we will be happy to submit a request to the airline on your behalf for a refund. Please note, your ticket may still be subject to StudentUniverse cancellation fees as per the penalties listed under the rules of your ticket. This fee may be reduced from our standard fee due to the circumstances, and used to cover things like the costs of requesting a refund on your behalf. At this time, many airlines have delayed issuing refunds to focus on customer service and protecting passengers, but please know we will advocate on your behalf. The request process may take up to 4-6 weeks due to the overwhelming volume of requests airlines are receiving.
Please note, if you cancelled your reservation prior to the airline canceling your flight, you may no be longer eligible to request a refund as you were the one to opt for cancellation.
My airline has issued a waiver for a free change, what does that mean?
At this time, many (although not all) airlines have issued a waiver for a free change for any travel in March or April. This means different things depending on the airline, but for most major airlines at this point it means we can cancel your current flight and provide a future travel credit equal to the remaining value of your ticket. Each airline has a different policy, but most require you use the credit by the end of this year, and may require you use it for the same route (although it depends on the airline). If you’d like to check what your airline is offering, you can check out the airline policies directly.
If you would not like to accept the future travel credit, we can look into the possibility of a refund. Please note that most cancellation fees range from $200 to $450 depending on the ticket and that Basic Economy tickets or flights that have already been partially flown are never refundable.
Can I get a refund?
If your airline is offering refunds, we can advocate for a refund on your behalf. Please check your airline's policy to see if you might be eligible for a refund. Keep in mind that Basic Economy flights and partially-flown itineraries are not eligible for refunds.
My school forced me home, can I get a refund?
We understand a lot of you have been asked to vacate your university or study abroad programs immediately. If you have a flight booked for later in the year, your flight may or may not be eligible for a refund, depending on the airline. Most airlines have issued one free change and you may be eligible to cancel for future credit. If you would like us to petition to the airline for a special request, we will advocate on your behalf. Please understand this process can take several months to get a resolution and we cannot guarantee it will result in a refund.
My event was cancelled, can I get a refund?
We understand a lot of events have been cancelled due to concerns over COVID-19. Regardless of the situation, we have to stick to airline policy. Most airlines have issued one free change and you may be eligible to cancel for future credit. If you would like us to petition to the airline for a special request, we will advocate on your behalf. Please understand this process can take several months to get a resolution and we cannot guarantee it will result in a refund.
There’s a travel ban, does that mean I can get a refund?
If you are actually not allowed to enter a country because of a travel restriction, you may be eligible for a refund, depending on your airline’s policy. However, a travel ban DOES NOT mean that you are automatically eligible for a refund. It depends on the airlines’ waivers and if the travel ban actually applies to you.
I bought trip insurance, can I get a refund?
All insurance questions have to go directly through Tripmate, or whatever insurance company you purchased through. We really can’t speak to any insurance questions. You can file an insurance claim through the company and wait to hear from them directly.
My friend got a refund for their flight, can I get a refund too?
Most airlines are not offering full refunds at this point, except in very specific circumstances. It’s possible that your friend may have qualified for something, but more likely that your friend received a refund in the form of a future travel credit. In short, we can offer you whatever your ticket is eligible for, please trust that we are working hard to offer you the BEST option we can find for your ticket!
Where is my refund?
In the rare situation where you have already been told that the airline has agreed to a refund, please note that it will be delayed. At this time, airlines have stopped issuing refunds to focus on customer service and protecting passengers. All refunds will be delayed until the situation stabilizes.
Travel & Testing
Is it okay to travel right now?
Some countries have reopened borders to international travelers, with guidelines or restrictions. We cannot provide advice or recommendations on whether or not you should travel to a specific destination right now. That depends on a variety of factors, including the Covid case levels in your home and in the destination, your personal health and comfort levels, the restrictions of your home country and destinations and other factors. Please travel responsibly and take into account all local health guidelines and restrictions in both your home city and the destination you’re considering visiting before traveling.
What countries have open borders for Americans right now?
Travel guidelines are continuously changing as the situation continues to evolve, but we're keeping an updated list of where you can travel, and what guidelines or restrictions are in place, on our blog.
What does the US require for traveling?
Beginning January 26, 2021, all travelers entering the US—including US citizens—will be required to provide proof of a negative COVID test taken within 3 days prior to your flight. Without this, you can be denied boarding. In addition, travelers returning to the US from abroad will be required to quarantine at home for 7 days after traveling. Masks are now mandatory in airports, train stations and other ports of travel. Currently, there are no nationwide testing requirements for domestic travel, but each state may set their own requirements.
How do I know what I need to travel?
Before traveling, make sure you check what is required by way of visas, testing or transit requirements for each country you'll be traveling through. Your home country and destination country will likely have travel requirements. If you have a layover, you should check if there are transit requirements for that country as well. As travel and entry requirements are changing frequently, it's important to stay up to date and make sure that you'll be able to travel through any countries on your itineraries.
Do I need a Covid test to travel?
For countries allowing international visitors, the vast majority are requiring a Covid test (taken within a few days before your trip) to travel. In addition, the US is requiring all passengers arriving on an international flight to have a negative COVID test taken within 3 days prior to your flight. Some US states are also requiring COVID tests for travelers to enter. In short: better safe than sorry, you should get a COVID test before you travel somewhere by plane.
Do I need a Covid vaccine to travel?
Individual countries—or even airlines—have the ability to require vaccinations from would-be travelers. At the time, most countries haven't announced a vaccination requirement. However, some countries (Iceland, Greece, etc.) are beginning to reopen to travelers who have been vaccinated. For updated testing or vaccination requirements by country, check out our list of where Americans can travel right now for details.
How does my credit work?
Your travel credit is associated with your original booking. Log in to your account on our website and go to My Wallet to view your credit. Your credit is only good for the original airline your flight was booked with, and you'll need to give us a call to rebook. If you don't see a credit that you think should be there, give us a call.
How do I use my future travel credit?
Travel credit is stored on your StudentUniverse account for future use. When you’re ready to use it, you can check flights on our website to have an idea of what you want. Keep in mind that not all flights will be available to book with credits—thus why you'll need to give us a call to finalize your new booking. :)
How much travel credit will I have?
The credit will be for the remaining amount of your ticket. If your ticket was totally unused, it’ll be for the full amount of the original ticket. If you already flew the outbound portion of the flight, the credit will be for about half, or the amount of the return portion of the flight.
Where can I see my travel credit?
You should be able to view your travel credit in the "My Wallet" section of your account when logged into our site. If you don't see a credit there, but think you have one, just give us a call.
Does this credit expire?
Yes, and this depends on the airline's policy. For many airlines, the credit is good through December 31, 2020. Please refer to your airline’s policy for more details on when your credit has to be used by.
When will I receive my travel credit?
Your travel credit will be added to your account as soon as the cancellation is processed, so almost immediately. Give us a call back when you're ready to rebook.
Can someone else take my flight in my place?
The short answer is no. All flights are non-transferable and cannot be used by anyone other than the ticket holder. This applies to future travel credit as well.
Can I extend my travel credit? I can't travel by the deadline.
Many airlines are updating their policies regarding travel credit use deadlines. Delta and American Airlines are just two examples of major airlines now allowing credit to be used through 2021. We recommend you continue to watch your airline’s specific policy and encourage you to reach out to them and ask them to extend the deadline if needed.
Is my credit only good for the same airline?
Yes, same airline. If your ticket was on two separate airlines, you’ll have a partial credit for both of the airlines.
Do I use my credit on StudentUniverse or on the airline’s website?
You’ll be able to use it on StudentUniverse, for flights operated by that airline. Call us when you’re ready to rebook and we can help you use credit.
Can I use my credit for a different destination?
Depends on the airline policy. Typically, airline policy requires that you use credit for the same destination, but in some cases you may be able to change it. Check airline policy for official rules and know that you can always ask the airlines for a request to change the route.
I was told if there’s a price increase in the new flight we would have to pay for that difference, but what if that flight is cheaper?
If the new flight is cheaper, you won't have to pay anything extra, but you won't get the leftover credit back either. The credit is a one-time use, not like a gift card where you can use it for multiple things. You also can't split it between multiple flights.
I am about to graduate, and lose my student email, how will that impact my credit?
No need to worry, your credit is associated with your original booking and not just your email address. A change to your student status will not impact your credit. And in case you didn’t know, you don’t have to be a student to book on StudentUniverse. Anyone can book with us, just not everyone will be able to get access to special discount student fares. You can also update your email address to a more permanent one on your account any time.