When a guest needs to change their plans, TripWorks gives you three options depending on what the guest wants to do:
- Reschedule — Move the booking to a new date and time. All booking details (add-ons, payments, guests) carry over.
- Unschedule — Remove the date without cancelling. The booking stays active so the guest can pick a new date later. Releases the timeslot and any assigned resources immediately.
- Cancel — End the booking permanently. Releases the timeslot and resources. Does not automatically issue a refund.
Rescheduling and unscheduling require the rebooking permission. If you don't see these options, contact your account administrator.
Reschedule a trip
Use this when the guest wants to move to a specific new date and time you can book right now.
- Open the trip and select the ellipsis (···) icon.
- Select Rebook…
- Select Reschedule.
- Choose a new date and time. The trip moves immediately once you select the timeslot.
Rescheduling does not automatically send a new confirmation email. To notify the guest, either enable Automated Rebooked Trip Messages or send a manual message from the trip.
Unschedule a trip
Use this when the guest wants to keep their booking but isn't ready to pick a new date yet. The booking stays in the system as active but without a scheduled date. The original timeslot and any assigned resources are released immediately.
- Open the trip and select the ellipsis (···) icon.
- Select Rebook…
- Select Clear Date/Time.
The trip date is cleared and the booking appears as unscheduled.
When the guest is ready to rebook, open the trip, select the ellipsis, and choose Rebook… to select a new date.
Unscheduling does not automatically notify the guest. Send a manual message from the trip if you want to let them know. To track unscheduled trips waiting to be rebooked, use the Activity > Not Scheduled report.
Cancel a trip
Use this when the guest will not be rebooking. Cancellation is permanent — it cannot be undone.
Cancelling a trip does not automatically refund the guest. After cancelling, you'll need to process the refund separately if one is owed.
- Open the trip and select the ellipsis (···) icon.
- Select Cancel…
- In the cancellation dialog, configure the two options:
- Allow passengers to rebook to other activities — When checked, the guest can self-rebook to any of your activities through the customer portal. When unchecked, they can only rebook the same activity. Check this for weather cancellations or closures where you want to offer flexible rebooking.
- Notify lead passenger of cancellation — Sends a cancellation email or SMS to the guest. Select the message template to use from the dropdown. Check this unless you plan to contact the guest another way.
- Confirm the cancellation.
The trip is cancelled, the timeslot is released, and assigned resources are freed up for other bookings. The trip subtotal is reduced to reflect the cancelled amount.
Need to customise your cancellation email? See Create a New Message Template or Edit an Existing Message Template.