Managing travel plans can be challenging, and there may be times your customers need to cancel or reschedule their activity. When this happens, understanding the options available for modifying trips can simplify the process.
This article provides a guide on how to cancel, reschedule, and unschedule trips. Whether you need to move a booking to a new date, temporarily save it without setting a new date, or cancel it altogether, this guide will help you make informed decisions tailored to your customers' needs. Learn how to handle various scenarios, from unexpected emergencies to coordinating with additional guests, to ensure a seamless and flexible travel experience for your customers.
- Rescheduling a trip allows you to move your customer's booking to a new date and time.
- Unscheduling a trip is a unique feature to accommodate guests who don't know when they want to reschedule but would like to keep their booking. Unscheduling the trip can save the booking without canceling or moving the booking to another date until they are ready to reschedule.
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Canceling a trip is used when the guest no longer wishes to complete the reservation, and usually is the first step toward issuing a refund.
Important Note
To reschedule and unschedule customers, you are required to have the rebooking permission. If you do not have access, please contact your administrator before proceeding.
Reschedule a Trip
Rescheduling a trip to another availability will save all the booking details on that trip and move the customer to another date and time. This includes the prices of any add-ons, products, or additional guests.
- From within the trip, select the ellipses icon
- Select Rebook… from the menu
- Select Reschedule
- Choose a new date and time for the rescheduled trip
Once you select the timeslot, the trip will be rescheduled to the selected date and time.
Important Note
When a trip is rescheduled, the customer will not automatically receive a new confirmation email, unless you've enabled this automation inside your account.
Check out our article on Automated Rebooked Trip Messages to turn on this automation. Or, if you prefer to send out manual communication for rebooked trips, check out our walkthrough on Manual Messaging.
Unschedule a Trip
Unscheduling a trip keeps the booking information until the customer is ready to reschedule. Unscheduling a trip releases resources and timeslots for other customers to book. It also gives the unscheduled customer additional time to figure out the best date to rebook their activity.
- From within the trip, select the ellipses icon
- Select Rebook… from the menu
- Choose Clear Date/Time
Once selected, the date/time will be cleared from the trip
When the guest is ready to reschedule their booking, click the ellipses and scheduled Rebook or Reschedule.. to reschedule their booking.
Important Note
When a trip is unscheduled, the customer will not automatically receive an email stating so. If you would like to send out manual communication for unscheduled trips, check out our walkthrough on Manual Messaging.
Canceling a Trip
Canceling a trip is usually the first step toward a refund. Canceling a trip is irreversible, so should only be done when you are certain that the guest will not reschedule.
Important Note
Cancelling a trip will never automatically refund your customer. To process a refund, learn how to Refund a Payment.
- From within the trip, select the ellipses icon
- Select Cancel… from the menu
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In the cancellation pop up, select the optional checkboxes to:
- Allow passengers to rebook to other activity: Check this option if you want to allow customers to rebook themselves to a different activity through their customer portal. If this option is left unchecked, customers will only be able to rebook the same activity
- Notify lead passenger of cancellation: Check this option if you would like to send the lead passenger an email/SMS regarding the cancellation. You can also select a message template from the dropdown menu
The customer's trip is now cancelled. Any resources and availability that were previously used by this trip will be released, and are available for use by new customers.
The subtotal for the trip will be reduced by the value of the cancelled trip. As a result, you may want to issue a refund for your customer.
Want to add/edit your Cancellation email templates?
Learn how to Create a New Email Template or Edit an Existing Email Template.