Cancellation Settings
Cancellation requests can be sent by the customer to the tour operator from PaxPortal.
Accessing PaxPortal settings
Click on PaxPortal and click on "PaxPortal settings". There you can set the default cancellation settings on PaxPortal for all products and departures.
Click on Cancellation settings to move it to the top of the page. Under Cancellation Settings you have a few options:
Cancellation Requests on PaxPortal
You can Enable or Disable if you want to allow passengers to request cancellation on PaxPortal, just make sure to adjust the Cut-off time for cancellation requests before arrival according to your company policy.
Cancellation Requests of resold bookings
You can Enable or Disable if you want to allow passengers to request cancellation resold bookings on PaxPortal, just make sure to adjust the Cut-off time for cancellation requests before arrival according to your company policy.
Customer self-cancellation on PaxPortal
To allow Customer self-cancellation on PaxPortal you need to turn off Cancellation Requests of resold bookings. Cut-off time for customer self-cancellation on PaxPortal can be the same or you modify it. We recommend keeping it longer than other cancellation requests.
Note: We recommend keeping Cancellation for resold bookings disabled. Most resellers and online travel agencies (OTAs) manage booking changes through their own platforms. Allowing customers to reschedule these bookings through PaxPortal can lead to discrepancies between systems and may cause issues with the reseller booking.
The last step is to save the changes and a Success message will appear on the top right corner.
Now your customers are only able to send a cancellation request from PaxPortal within the Cut-off time. If Cancellation setting is set to Disabled, your customers are not allowed to send cancellation requests.
Cancellation Settings on a Product level.
You can also allow cancellation on a product level, to do so click on "Settings" and click on "Products".
Click on the "Product Code" of the tour you want to adjust the reschedule settings on.
and then click on PaxPortal to view the PaxPortal settings on a product level
Scroll down and find the "Cancellation Settings". There you can allow cancellation requests on PaxPortal before arrival, cancelation requests of resold bookings or Customer self-cancellations on PaxPortal by sliding the toggle. Make sure to adjust the Cut-off time according to your company policy.
Once you are happy with your settings click on "Save" and a Success message will appear on the top.
