Bookeasy Help Manual

Cancelling Bookings

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Cancelling Bookings

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Cancelling Bookings

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There are three main reasons why a booking may need to be cancelled in Bookeasy;

 

1.The client wishes to amend their booking i.e. change dates, change nights, upgrade etc

2.The Operator can not accept a 24 hour booking therefore the clients needs to be booked an alternative

3.The client wishes to cancel as they will not be carrying out the booking. Cancellation Fees & a refund may apply

 

1.How to Amend a Booking

Often clients may call the Booking Centre to amend their booking.  They may wish to amend their dates, or choose a different tour.

 

Example: Fred Jones has called to say his wishes to now stay 2 nights for his booking on IT #1268996, but rather than arrive on Sat 17th, he wishes to stay Sun 18th for 2 nights. He has already paid $300.

can

The Booking Centre should follow these steps;

 

1.Note down the Itinerary Number, dates, Operator and room/tour type

2.Check availability for the new dates via the Accommodation/Tour Search screen.  If the operator is a 24 Hour operator, the operator must receive a call to check the availability and rates.  Advise the Operator that you will be making amendments to the booking and they will receive notification email(s).

3.Click Cancel under the Action column to the right of the booking to be cancelled - this will release the inventory back into the system.  The Cancel Booking pop up window will appear;

cancelpopup

In this case, a refund is not being made as Mr Jones is simply amending his dates.  Click OK

4.Click Accommodation Search and search for the correct Operator, dates, room/tour.  Proceed through the normal booking stages until the Shopping Cart screen is shown. Do not click "Proceed to Checkout"

5.Enter the Itinerary number in the field called Itinerary Number (below the Shopping Cart) and click the the Add to Itinerary button

additinerary

6.The new booking has now been added to the existing Itinerary.  Note the previous booking now displays as CANCELLED BOOKING

cancelbooking2

The Total Cost, Total Paid and Balance Owing will automatically adjust.  Depending on the situation, the client may need to pay more on this itinerary or receive a refund (steps below).

 

2.How to Make an Alternative Booking

Sometimes a 24 Hour operator is unable to accept a booking that has been made for them.  In this case, the booking will need to be cancelled and the client will need to be offered an alternative.

 

Example: Robert Smith has booked Online via the Booking Centre website for some accommodation offered by Symbiotique Day Spa.  This operator is  a 24 Hour operator and therefore the Booking Centre is required to contact the operator to confirm this booking. Upon speaking to the operator, they inform the Booking Centre that they are unable to take this booking.  Therefore the booking need to be cancelled off this itinerary and an alternative offered to the client and added to this itinerary.

cancel24hourbooking

The Booking Centre should follow these steps;

 

1.Note down the Itinerary Number, number of people and dates required by the client

2.Follow steps 2-6 in the section above titled "How to Amend a Booking"
The Total Cost and Balance Owing will automatically adjust.  The client can now make payment on this Itinerary.

 

3.How to Cancel and Refund Booking(s)

A client may need to cancel their booking(s) for a particular reason.  In this case, the Booking Centre should remind the client of the Cancellation Policy of the Booking Centre and that they may also be liable for any cancellation fees from the operator(s).  These fees are to be taken from any refund amount owed to the client.

 

Example: Molly Andrews made a booking and now wishes to cancel due to a change in her travel plans. She has paid for her booking in full and is aware of the Booking Centre and Operator cancellation fees (they appear on her Itinerary).

 

cancelrefund

The Booking Centre should follow these steps;

 

1.Phone the Operator to advise them of the cancellation and to check their Cancellation Policy.  Let the operator know on what terms the client is cancelling i.e. if there has been a bereavement, the operator may choose NOT to apply a cancellation fee.  Or perhaps the dates of the booking are far enough in the future and the operator does not want to charge a fee.  Otherwise the operators Cancellation Policy will apply.

2.Record the relevant Cancellation Fees & Refund against the Itinerary.  The Total Paid should read $0.

3.Physically refund the client as per Booking Centre policy. i.e. EFTPOS refund, cheque request, cash or via the Gateway

4.Click Cancel under the Action column to the right of the booking to be cancelled - this will release the inventory back into the system.  The Cancel Booking pop up window will appear;

cancelpopup

The Itinerary screen should now look like this;

 

cancelledbooking