How to cancel a booking and reactivate it
Cancelling frees the booking's places and records what each tour refunds under its cancellation policy. It sends no money back: you return it yourself.
Cancel a booking
- 1
Open the cancel dialog
Open the booking with Manage booking. In the menu (⋮) at the bottom of the form, choose Cancel booking.
- 2
Choose the reason
Pick the Reason. It decides the refund, as the table below shows.
- 3
Check each refund
Each tour shows its refund and the policy it follows. Type another amount if you agreed one with the customer: at most the tour's price with its add-ons. Total refund adds them up.
- 4
Add a note
A Note shows on the cancelled booking. Tick Send cancellation email to client to tell the customer by e-mail.
- 5
Confirm
Click Cancel booking. The bookings list opens again.
| Reason | Refund |
|---|---|
| Customer requested | What your policy gives for the time left before the start |
| Other | The same as Customer requested |
| Force majeure | What your policy refunds when weather or another event stops the tour |
| Service failure | What your policy refunds when you can't run the tour for another reason |
Give the money back
The refund the cancel dialog records tells you what the customer is owed. Return the money outside TourTask: by bank transfer, or in your payment gateway's own dashboard.
Refund it before you cancel, with Refund payment on the booking: a cancelled booking's payments can't be refunded through the gateway. Then set each refund in the cancel dialog to 0, so the refund isn't recorded twice. See Payments and refunds.
Bookings from travel agencies
A booking that Viator, GetYourGuide or another travel agency sent through your channel manager is cancelled on the agency's side. Cancel booking then shows a link to the agency's supplier extranet, and the cancellation reaches TourTask from there by itself.
A booking you entered yourself and only marked with an agency's channel cancels like any other.
Reactivate a cancelled booking
Reactivate booking, on the banner of a cancelled booking, undoes the cancellation. The booking is back in your lists, calendars and availability, the refunds its cancellation recorded are removed, and its payment status follows its payments again.
- If its group departure filled up meanwhile, TourTask says how many seats would be taken. Choose Reactivate anyway, or Cancel to leave it.
- A booking from a travel agency is booked again on the agency's side, and a booking resold with a partner business is arranged with that business.
- Expired holds and declined or rejected bookings can't be reactivated.
Questions we get asked
No. They ask you, and you cancel the booking. Your cancellation policy tells them before they book what they would get back.
The banner of a cancelled booking shows when it was cancelled, by whom, and the note. A cancellation that came from a travel agency shows no name.
Yes. A single-use code on the booking can be used again. Reactivating the booking claims it back.