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 or a different tour.

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 'Cancel booking' button. 
Step 5:

Enter the total gross cancellation fee amount that the entire booking will be charged, select the currency, and the reason for the cancellation. Then, click' Cancel booking' to finalize the cancellation.

Please know that immediately after you click ‘Cancel booking’ the booking will be cancelled in our system, and the customer will soon be refunded by our team (if the cancellation fee is lower than the amount that has already been paid)

Now that you know how to process a cancellation, move on to How to Keep Availability Updated.