Can my customers cancel or change their own booking on my website instead of calling my office?

Yes, within limits. A B2C booking portal can give your customers a login area where they see their past and upcoming trips, download their tickets and vouchers, and start a cancellation or an amendment themselves. What happens after they press the button is the part that varies, because the portal can only do automatically what the supplier behind that booking allows it to do.

Hotel bookings are usually the easiest. If the room was sold with free cancellation and the supplier accepts cancellations through their API, the portal can cancel it straight away, show the customer the confirmation and release the booking in your own records without anyone on your team touching it. Flights are harder. Many fares are simply not changeable, and even where a change is allowed, several airlines and consolidators still want the request handled by an agent rather than by an automated call. Some suppliers accept nothing online at all and expect an email or a portal request from your side.

The practical setup most agencies end up with is a mix. Where the supplier supports it, the customer self serves. Where it is not supported, the same button raises a request that lands in your staff queue, and the customer sees the status of that request instead of being left wondering. You can also add your own rules on top, such as blocking self cancellation close to departure, or applying your own service fee on any change your customer makes.

Before you switch this on, check with each of your suppliers which actions they allow through their connection, and decide which products you are comfortable letting customers handle without a human looking at it first.