Traveller self-service cancellation

Allow your customers to cancel their bookings themselves within the cancellation policy you've set.

 

What is the traveller self-service cancellation?

Traveller self-service cancellation gives travellers the ability to cancel their booking themselves, which will trigger a refund automatically. This means that the traveller won’t have to contact you, the supplier, and the cancellation will no longer have to be processed manually.

 

What types of bookings can be cancelled?

• Direct online bookings made through widgets or websites.
• 100% refundable bookings.
• Experience bookings only.

 

Which payment providers are supported?

Currently, the following payment providers are supported. Payments through other providers cannot be refunded using traveller self-service.

• 2Paynow / Central Pay
• Borgun
• Braintree
• GMO
• Paytrail
• Rapyd
• Stripe
• Trust My Travel

 

How to allow travellers to cancel their bookings themselves

• Click Settings > Sales settings > Booking channels.

• Select the Booking channel you want to allow for traveller cancellations.

• Select the Widgets section, then Booking Portal.

• Enable the Allow cancellations button.

• We recommend to enable the Send link in the confirmation email button should you allow travellers to cancel online.

 

How does the traveler access the self-service cancellation?

The traveller email confirmation now includes a Manage my booking button. When clicked, the button takes the traveller to the self-service cancellation where they can cancel their booking.

 

How does the traveller cancel their booking?

This is how the feature looks for the traveller.

To modify a booking, the traveller clicks the Want to modify this booking? And is provided with the supplier's contact details.

To cancel a booking, the traveller clicks the Cancel reservation and a pop up provides information on the total refund, the cancellation policy and the option to cancel the booking.

The next pop up provides information on the refund and provides a time-frame for the refund to take place. The traveller then clicks the Confirm button to cancel the booking.

 

What happens once a traveler has cancelled a booking?

When a traveller clicks the Confirm button they receive a cancellation confirmation email. The emails include information on the total refund and the refund process.

The cancellation is also recorded in your Bókun account in the booking overview.

You can click the Audit trail tab to view more detailed information and you can click the Payments tab to see the amount refunded to the traveller.

 

 

FAQ - Self-service cancellation

Can traveller use the self-service cancellation on their mobile phone?

Yes, they can. This will look slightly different:

How does the supplier access the self-service cancellation?

This is a feature only meant for the traveller so the supplier cannot access the self-service cancellation.