Bookings: common questions
Short answers about changing, deleting, cancelling and restoring bookings, discounts, deposits, seats and who can see which bookings.
Can I change a booking after the customer paid?
Yes, for who travels, the balance due date, the room and hotel preference, the rooms and the notes. The trip, the number of travellers and the price are locked once the booking is confirmed. See How a booking works, from booked to home.
How do I move a customer to another trip, or add a traveller?
Cancel the booking and make a new one on the right trip, with the right numbers. Money already paid stays on the cancelled booking: refund it (Give a refund) or keep it as the customer's credit, then take it on the new booking.
Can I delete a booking?
No. A booking can only be cancelled, so your numbering, payments and invoices stay complete. Cancelled bookings are listed under the Cancelled filter. See Cancel a booking or restore it.
The customer cancelled but now wants to travel. What do I do?
Open the cancelled booking and press Restore booking. It works while the trip still runs and enough seats are left.
Why can't I see the Discount field?
Your role does not include Give discounts, or its discount limit is 0%. See Discounts and each role's discount limit.
Why does New booking suggest a different deposit from our setting?
Deposit now starts with Usual deposit from Settings → Preferences the first time. After that it remembers the last choice made on your browser. Change it on each booking as needed.
Do infants take a seat on the trip?
Only when Babies take a seat is on in Settings → Preferences. Adults and children always take a seat.
Why does a booking say Deposit paid when the customer paid half?
It does not: half is 50%, which shows Partly paid. Deposit paid means less than 35% of the total is paid. See Deposits, balances and due dates.
Who made this booking, and who changed it?
The Customer panel shows Booked by with the colleague's name. The Timeline tab shows every payment, message, change, cancellation and restore, with who did it and when.
Why do I not see all the agency's bookings?
Your account is limited to some branches, so you see only their bookings. The owner can change this in Team and roles.
How does the customer see and pay for their booking?
Through their customer trip page. Copy its link from the booking and send it: Share the customer's trip page.
Related articles
- Booking problems and fixesWhat to do when a trip cannot be booked, seats run out, a message does not reach the customer, a booking has no room or cannot be cancelled or restored.
- How a booking works, from booked to homeWhat happens to a booking from the moment you confirm it until the travellers are home, and what you can still change on the way.
- Choose the travellers on a bookingName who travels on a booking by picking them from the customer's saved travellers, so rooms, tickets and vouchers carry the right names.
- Cancel a booking or restore itCancel a booking so its seats and rooms go back on sale, refund the customer at the same time if needed, and restore it if they travel after all.