Step 6) How to Handle Cancellation Requests

Here you will find steps on how to handle cancellation requests via the Booking Conversation Page (BCP).

Travelers will contact you via their Booking Conversation Page (BCP) to request a cancellation of their tour.

Please note that when booking, travelers have agreed to your T&Cs and Cancellation Policy, therefore when cancelling these will apply. You have the deciding power to waive parts or the total amount of your cancellation fee, TourRadar will always follow your instructions in this case.

These are the steps you should follow when you receive a cancellation request:

Step 1: 
Try to understand why the traveler needs to cancel their trip and if there is an alternative you can offer to avoid the cancellation, for example, a date change, a different tour or placing their booking into credit for future tours (CFFT).

There are two pre-loaded templates you can use to offer alternatives, ‘Cancellation Delay Tactics’ and ‘Credit For Future Tours (Options for travelers cancelling)’.

Step 2:
 If no alternative solution is suitable, please advise the traveler via the TourRadar BCP of your cancellation fee (*as defined in the T&C's of your tour).

Step 3:
Only once the traveler agrees to your cancellation fee, please process the cancellation of the tour in your internal system.

Step 4:
Click on the 'TourRadar' Conversation tab and select 'Booking Cancellation', please add the cancellation amount into the notes section.

TourRadar will finalise the cancellation on the traveler's booking page and arrange for a refund (if applicable) to the traveler's account within 3-7 business days. You will now see the booking status change to ‘Declined’.