Overview

Bookings within itineraries can be cancelled in Customer Care under the following conditions:

• The feature is enabled in the Distribution Channel settings.
• A cancellation policy is configured in the template settings.

How to Cancel a Booking

1. Navigate to Customer Care

2. Find the itinerary you want to cancel in the Itineraries list by clicking on its ID. Note that only itineraries with active bookings can be cancelled. To quickly identify these, use the Bookings filter in the By Status menu.

3. Click the Actions button at the top right of the page

4. In the actions menu that appears, select the Cancel Booking option.

5. A Cancel Booking will be displayed, showing the cancellation policy configured in the settings and the applicable cancellation cost.

6. You can override the cancellation cost by checking the Apply different cancellation cost box. This prompts two additional fields:

• New cancellation cost: Enter the new cancellation cost value.
• Reason for the new cost: Provide a reason for altering the cancellation cost.

7. Click the OK button.

8. The booking status will change to Cancellation in Progress if background tasks are still being carried out, or to Cancellation Completed if the process is immediate. Depending on the defined cancellation policy or any new cancellation cost set by the user, the Customer Price value might also be updated.