Contact whoever holds your money first, ask for the cancellation in writing, and keep every message. Then decide whether you want a refund or a new plan, and say so clearly in writing.
It is upsetting when a trip you saved and planned for falls through. You do not need to answer the first message the same minute. A calm hour of gathering papers helps more than a rushed reply.
Who should you call first?
Call the party you paid. That decides who owes you an answer.
| You paid | Call first | Then |
|---|---|---|
| An agency for a package with flights | The agency | Your insurer |
| An agency for land-only, flights bought yourself | The airline for the flight, the agency for the land part | Your insurer |
| An airline or booking site directly | The airline or the site | Your insurer |
Ask each of them to confirm the cancellation in writing, with the date and the reason.
What should you document?
Evidence protects you in every later route. Collect these on the same day:
- Screenshots of the cancellation message, with date and time visible.
- Your contract, quotation, receipts and bank transfer slips.
- All chat and email history with the agency or airline.
- Names and numbers of anyone you speak to by phone.
- Receipts for costs you paid because of the cancellation.
Keep a short dated note of each call. If a claim follows, these papers answer most questions. Our guide on claiming travel insurance shows what insurers usually look for.
Is a refund the only choice?
Not always. You can accept a rebooking, take a credit, or ask for a refund. Each has a cost, so compare in writing.
Read the clause in cancellation and refund terms to see who carries the cost when the agency or airline cancels. If your dates must shift instead, changing dates and names covers the request.
What if a typhoon or weather is the reason?
China’s main typhoon season is July to September, though typhoons can occur from May to December[1]. Flights and trains can be cancelled for safety even if the tour company is still operating.
Ask the agency how it treats weather cancellations and whether hotel nights already used are refundable. That answer should be in your contract before you travel.
What if you are already in China?
Keep to your hotel, contact the agency’s emergency number, and ask for written confirmation of the new plan. Wisma Putra said consular support covers cases such as death, detention or disappearance abroad and emergencies, and the ministry does not fully bear the financial burden for stranded Malaysians[2].
So the embassy helps with safety, not with rebooking money. For tourism complaints inside China, 12301 is a national tourism consultation and complaint line, not an emergency number[3].
What should you do next?
Gather the papers above today and write to the agency or airline once, in plain words. If the reply is slow or unfair, follow how to complain about a travel agency and look at the booking topic page for the rest of the order of steps.