Cancel a booking or restore it

Cancel a booking when the customer is no longer travelling. Its seats and hotel rooms go back on sale at once. If the customer changes their mind, you can restore it while seats are left.

Before you start

• Your role needs permission to cancel bookings. With the standard roles, only the owner and managers have it.
• To refund the customer in the same step, your role also needs permission to refund payments.

Steps to cancel

1. Open the booking and press More actions (the three dots), then Cancel booking.
2. Read the window Cancel BK-2041?: it says how many seats go back on sale on the trip, and how much the customer already paid, which stays on their account unless you refund it.
3. Type the Reason, for example "Changed plans" or "Visa refused". It shows on the booking.
4. To give money back now, tick Refund the customer now, check the Amount (it starts with everything paid) and choose Refunded by. This box shows only when something was paid and your role can refund.
5. Press Cancel booking. To stop, press Keep booking.

The message Booking cancelled. Seats and rooms are back on sale. appears.

After you cancel

• The booking shows Cancelled, is faded in Bookings and is listed under the Cancelled filter.
• The seats are free to sell and the hotel rooms are released.
• The page shows the date, the reason and, if money was paid and not refunded, how much can still be refunded or kept as credit, with Give a refund. See Give a refund.
• You can no longer record payments or create payment links on it. The customer's trip page says the booking was cancelled.
• A payment link you sent earlier stays open. Cancel it in the Payments tab with Cancel link, so the customer cannot pay it by mistake.
• The customer is not told by the system. Send them a message yourself before you cancel if you need to.
• An invoice already issued stays as it is. Cancel it in the books with a credit note: Issue a credit note or a debit note.
• The Timeline shows the cancellation, how many rooms were released, and the refund if you gave one.

Steps to restore

1. Open the cancelled booking.
2. Press Restore booking at the top.

The message Booking restored with its seats and rooms appears. The booking is Confirmed again, takes its seats back and gets hotel rooms again (when your agency gives rooms automatically). Refunds you recorded stay, so the balance may be higher than before.

If something goes wrong

• Refund up to …: the refund amount is more than the customer paid, or empty. Correct the Amount.
• You cannot give refunds: your role cannot refund. Cancel without the refund and ask a colleague in finance.
• Not enough seats are left to restore this booking: the seats were sold after the cancellation. Add seats to the trip first, or make a new booking on another trip.
• The trip is no longer running, so this booking cannot be restored: the trip is cancelled or completed. Make a new booking on another trip.
• Cancel booking or Restore booking is missing: your role cannot cancel bookings.