This paper explores the new travel risk scenario by analysing travel risk perception during the pandemic and proposes measures to improve traveller confidence based on the issue-attention cycle. The study was conducted during two stages of the pandemic. During the initial stage, travellers’ decision-making process was studied to learn why travellers chose to maintain or cancel travel plans and what variables influenced their travel risk perception. An online survey was conducted with data collected from 1075 travellers residing in 46 countries (52 nationalities). The second stage of the study started at the beginning of de-escalation in Europe. A qualitative study was conducted in which 28 international hospitality experts were interviewed. They were asked about specific measures to encourage tourism from a global perspective. The results help tourism authorities and companies better understand tourist behaviour and provide concrete measures for restarting tourism. •Travel risk perception has changed since the COVID-19 crisis began.•Decisions to cancel or not to cancel depend on government communications.•Unofficial communications have a negative impact on the decision not to cancel.•Traveller type and experience do not affect the travel decision.•Coordination between countries is key to restarting tourism.