There are two settings that govern how and on what level cancellation policies can be managed and are displayed.

  1. Package Cancellation Policies

  2. Product Cancellation Policies

These settings follow some important principles:

  1. If Package Cancellation Policies are enabled, cancellation policies can be assigned to itinerary templates and package cancellation policies will be visible on the planner and in the checkout.

  2. If Product Cancellation Policies are enabled, then the behaviour depends on whether Package Cancellation Policies are enabled as well:

    • If not, then product cancellation policies will be visible on the planner and in the checkout

    • If so, product cancellation policies will be visible on the planner and in the checkout only for users who have the Tour Operator role.

Both these settings are configured per distribution channel, in Settings.

  • Go to Settings
  • Click on Distribution Channels
  • Click on your TripBuilder ID
  • Scroll down on the General tab to Product 

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When Package Cancellation Policies are enabled, a default policy can be selected:

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This policy is assigned to a new itinerary if no specific policy has been assigned to the itinerary template that the itinerary is instantiated from.

 

How are the Settings Applied in Cockpit?

Cancellation Policies Management

If at least one DC has at least one of the two settings “Package Cancellation Policies” or “Product Cancellation Policies” enabled, then an item “Cancellation Policies & Processing Fees” appears in the “Pricing” section of the Cockpit Settings on the left-hand side: 

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Clicking on this item opens the cancellation policies management:

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Learn more about how to set different cancellation policies here

 

Accommodation Search Filters

If the DC has the setting “Product Cancellation Policies” enabled, then the “Cancellation Policy” accommodation search filter can be enabled in Settings.

  • Go to Settings
  • Click on Distribution Channels
  • Click on your TripBuilder ID
  • Scroll down on the Planner tab to Accommodations

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Managing Cancellation Policies on Inventory Products

If at least one DC has the setting “Product Cancellation Policies” enabled, then a tab “Cancellation Policies” appears in the detail view of an inventory product:

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Here an existing policy can be selected or a custom policy can be entered.

 

Managing Template Cancellation Policy on Activity Products

Activity products can have an additional cancellation policy configured on the “Miscellaneous” tab if at least one DC has the setting “Package Cancellation Policies” enabled and the supplier setting “Enable Setting Cancellation Policy on Activities” is enabled:

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This policy is exclusively used for the blueprint feature. When an itinerary template is generated from this activity, this policy is set on the resulting template.

This policy is not used to calculate cancellation fees for the activity product it is configured on.

 

Managing Cancellation Policies on Itinerary and Module Templates

If at least one DC has the setting “Package Cancellation Policies” enabled, then a tab “Cancellation Policies” appears in the detail view of an itinerary or module template:

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(the above view is of an itinerary template; it is virtually the same for a module template)

Here an existing policy can be selected or a custom policy can be entered.

 

Itinerary Cancellation Policy

If at least one DC has the setting “Package Cancellation Policies” enabled, then an itinerary’s cancellation policy can be managed on the Overview page of that itinerary in Customer Care:

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Cancelling Individual Components

If at least one DC has at least one of the two settings “Package Cancellation Policies” or “Product Cancellation Policies” enabled, then it is possible to cancel an individual component from the Customer Care Components overview, providing the component itself can be cancelled:

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How are the Settings Applied During Itinerary Instantiation?

Default Cancellation Policy

If the DC has “Package Cancellation Policies” enabled, then the default cancellation policy is determined as follows:

  1. If the DC has a default cancellation policy configured under Settings / General / Product /  Cancellation Policies, then this policy is used. 

  2. Else, if the tour operator has a default cancellation policy configured under Settings / Cancellation Policies & Processing Fees, then this policy is used. 

  3. Else, no policy is used. 

Itinerary Instantiation

During itinerary instantiation, the itinerary’s cancellation policy is determined as follows:

  1. If the itinerary template has a cancellation policy configured, that policy is used. 

  2. Else, the default policy (see above) is used. 

 

How are the Settings Applied on Planner?

Cancellation Info and Filter for Accommodation Offers

Cancellation info in the hotel overview:

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Cancellation filter in the overview on the left-hand side:

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Cancellation info in the hotel detail view:

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The cancellation info and the filter are displayed in the following cases:

  1. Package Cancellation Policies” is disabled and “Product Cancellation Policies” is enabled

  2. Package Cancellation Policies” and “Product Cancellation Policies” are both enabled and the logged in user has the Tour Operator role.

In all other cases, the information and the filter are not displayed.

 

Cancellation Info and Filter for Activity Offers

Cancellation info in the activity overview:

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Cancellation filter in the overview on the left-hand side:

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Cancellation info in the activity detail view:

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The cancellation info and the filter are displayed in the following cases:

  1. Package Cancellation Policies” is disabled and “Product Cancellation Policies” is enabled

  2. Package Cancellation Policies” and “Product Cancellation Policies” are both enabled and the logged in user has the Tour Operator role.

In all other cases, the information and the filter are not displayed.

 

Cancellation Info for Rental Car Offers

Cancellation info in the rental car overview:

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Cancellation info in the rental car detail view:

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The cancellation info is displayed in the following cases:

  1. Package Cancellation Policies” is disabled and “Product Cancellation Policies” is enabled

  2. Package Cancellation Policies” and “Product Cancellation Policies” are both enabled and the logged in user has the Tour Operator role.

In all other cases, the information is not displayed.

 

Cancellation Info for Transfer Offers

Cancellation info in the transfer/shuttle overview:

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Cancellation info in the transfer/shuttle detail view:

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The cancellation info is displayed in the following cases:

  1. Package Cancellation Policies” is disabled and “Product Cancellation Policies” is enabled

  2. Package Cancellation Policies” and “Product Cancellation Policies” are both enabled and the logged in user has the Tour Operator role.

In all other cases, the information is not displayed.

 

How Are the Settings Applied in Checkout?

Checkout Menu

The checkout menu on the right-hand side contains a “Cancellation Fees” link if:

  1. The itinerary has a cancellation policy and the DC has the setting “Package Cancellation Policies” enabled, or

  2. The itinerary has no cancellation policy and the DC has the setting “Product Cancellation Policies” enabled and the itinerary has at least one component with cancellation info.

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The link opens a modal that displays cancellation info. What info is displayed, depends on the conditions above.

 

Package Cancellation Fees

In case of condition 1 above is satisfied, the modal shows the info from the itinerary cancellation policy:

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Product Cancellation Fees

In case of condition 1 above is not satisfied, but condition 2 is satisfied, the modal shows the product cancellation info:

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