If you have no option but to cancel a booking, providing customers with early cancellation notification is of the utmost importance. You can cancel your bookings from the supplier contact form or via the Supplier administration site. Canceling confirmed bookings harms customer satisfaction and trust.
If you’re able to offer an alternative date and if the activity hasn't started yet, you can use the self-cancellation tool to offer an alternative date and time for customers. At the same time, you’ll be able to stop accepting bookings for the selected time slot.
Note: If you’re able to offer an alternative date, you should always contact the customer before sending the cancellation request.
If the customer doesn’t accept the alternative date, the cancellation request will be processed by our Customer Service team and once processed, you’ll receive a notification.
To cancel a booking from the Supplier Administration
Log in to the Supplier Administration > go to the Bookings tab.
Filter the booking that you need to cancel by reference code > Show details > Request cancellation.
From the drop-down menu select the reason why you’re canceling the booking. The reasons for cancelation are split into two main categories:
Selected reasons within Force Majeure
Note: Selecting the right reason is very important as this will be communicated to customers.
The list of operational reasons can be found in the table at the end of the page.
You’ll then be asked a series of “Yes” or “No” questions.
Select “Yes” if you’ve already informed the customer about this cancellation and “No” if you haven’t.
If the activity hasn't started yet, you’ll be able to offer an alternative date and time. If the date and time of the activity have passed, you’ll no longer have the option to reschedule.
Select “Yes” if you’re able to offer an alternative date for the booking > enter the date and time.
Select “No” if you’re unable to offer an alternative date for the booking.
Next, you’ll need to select whether you have received a reply from the customer.
By choosing "Customer accepted alternative", the booking won't be canceled. Instead, we'll reschedule the booking to the alternative date and send an updated voucher to the customer.
If you choose "Customer declined alternative" or "Customer hasn't replied" and your cancellation request has been submitted more than 24 hours before the activity starts, the booking will be canceled automatically.
All cancellation requests submitted less than 24 hours before the activity start will be processed manually by us.
4. Select “Yes” if you’d like to stop accepting bookings for the selected time slot > the system will automatically block out the timeslot.
Select “No” if you don’t want to stop accepting bookings for the selected time slot.
Check the box to accept Supplier Terms and Conditions > Request cancellation.
You’ll receive an automatic “Cancellation request sent” message.
If the customer accepts the alternative date and time, we’ll reschedule the booking for the date offered and the status of the booking will go back to “booking accepted”.
If the customer doesn’t accept the alternative date or time, the cancellation will be processed by our Care team and you’ll receive a notification.
Until this is processed, the cancellation status will remain as “Cancellation Requested”.
Selected reasons within Force Majeure:
1. Select time frame activity is affected by the Force Majeure event
2. Select if the FM event affects
only the tour option of the booking used to initiate the self-cxl
all tour options for that same activity
All active bookings of the same activity in the timeframe will be automatically cancelled
All customers will be informed via email
The availability will be blocked for the selected timeframe
To cancel a booking from the contact form
From the contact form select > I need assistance with a booking > I need to cancel a booking.
Specify the booking number > from the drop-down menu select the reason why you’re canceling the booking.
Select “Yes” or “No” from the pop-up questions
Check the box to accept Supplier Terms and Conditions > Submit.
(Note: The process steps are the same if you cancel from the contact form or the self -cancelling tool as above)