Can my customers cancel a hotel or flight on my website without calling my team?

Yes, customers can cancel some bookings through your website, provided the supplier connection supports online cancellation. The system can show the booking, check whether cancellation is allowed, display the supplier's current rules and ask the customer to confirm before sending the request.

This does not mean every booking can be cancelled in the same way. Some suppliers allow a complete cancellation through their connection, while others may require your team to contact them. Certain fares, rooms and special offers may also be non refundable, or may carry a cancellation charge. The answer shown to the customer depends on the information returned by the supplier.

Refunds can also follow different processes. A supplier may confirm the cancellation immediately but take longer to approve or return the money. Flight changes are often more complicated than hotel cancellations because the airline may need to recalculate the fare or deal with unused tickets. In those cases, your team may still need to handle the request manually.

Before offering self service cancellation, check which of your connected suppliers support it, how their cancellation rules are displayed, and whether your chosen plan includes the required customer booking tools.