Booking problems and fixes

Find the symptom below, then work through the checks in order: the most likely cause comes first.

The trip is not in the New booking list

Why it happens: New booking lists only published trips that have not left yet. A trip with no seats left shows Full and cannot be picked.

What to do:

1. Check the trip in Trips and packages: it must be published, with a departure date today or later.
2. If it shows Full, add seats to the trip or choose another one.
3. If the panel says No trips are open for sale, publish a trip first.
4. With more than six trips, use Find a trip by name, code or month; No trip matches. Clear the search to see them all. means the search is too narrow.

"This trip is full" or "Only 3 seats are left on this trip"

Why it happens: the party is larger than the seats left. Seats held for someone else count as taken, and infants count when Babies take a seat is on. Someone may also have booked the last seats while you were filling in the panel.

What to do:

1. Lower Adults, Children or Infants, or choose another trip.
2. Ask the person who manages the trip to add seats or release a hold, then try again.

"This trip is not open for sale"

Why it happens: the trip was cancelled or completed while you were booking. Choose another trip.

The customer did not receive the message

Why it happens: the channel is not connected, WhatsApp works by click-to-chat, the contact is missing, or there is no template for that channel.

What to do:

1. Open the booking's Messages tab and read the status of the message.
2. Logged only: sending is not set up for this channel. Connect it in Settings → Connections.
3. Ready in WhatsApp: the message waited in a WhatsApp window for you to press send. Send it again and press send in WhatsApp.
4. Failed: read the reason under the message. Check the mobile number or email on the customer record.
5. This customer has no phone number or This customer has no email: add the contact, or choose another channel.
6. This template is not set up for this channel yet, or an error like No whatsapp template "Booking confirmed" is set up. Add it in Settings → Message templates.: add the template in Settings → Message templates, or choose another channel.
7. Sent but the customer says nothing came: ask them to check the number you have and their spam folder for email.

The booking has no hotel room

Why it happens: the trip has no contracted rooms, every room is taken, or rooms are not given automatically.

What to do:

1. Press Give rooms on the booking. See Give hotel rooms to a booking.
2. No free room fits this party. Contract more rooms first.: contract more rooms for the trip in Hotels and rooms.
3. If new bookings never get rooms, check Give rooms automatically in Settings → Preferences.

I cannot cancel or restore a booking

What to do:

1. Cancel booking or Restore booking is missing: your role cannot cancel bookings. With the standard roles, only the owner and managers can.
2. Not enough seats are left to restore this booking: add seats to the trip, then press Restore booking again.
3. 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.
4. You cannot give refunds while cancelling: untick Refund the customer now and ask finance to refund.

Record payment is greyed out or missing

What to do:

1. Greyed out: the booking is fully paid. Nothing is owed.
2. Missing on a cancelled booking: restore the booking first. Otherwise you see This booking is cancelled. Restore it before taking a payment.
3. Missing everywhere: your role cannot record payments. Ask the agency owner.

More about payments: Record a payment.

A booking shows Overdue

Why it happens: money is still owed and the balance due date has passed. Collect the balance, or agree a new date and change it: Change the balance due date.

"Your discount limit is 5%" or "You cannot give discounts"

Why it happens: the discount is above your role's limit, or your role cannot give discounts. Lower the discount or ask a colleague with a higher limit. See Discounts and each role's discount limit.