Sometimes you must cancel a departure, for example because of bad weather. When you cancel it, you can cancel the staff shifts on it, tell customers why, and let customers cancel or reschedule their booking in PaxPortal.
Cancel a departure
Go to Operations > Departures. On the departure card, click the gear icon and select Change Status. The Change status window opens.
Select Cancelled in New status. A box with more options shows.
Keep Cancel associated shifts selected to cancel the staff shifts on the departure. The staff stay assigned, so the shifts still count for pay and reports. Clear it to keep the shifts as they are.
Optional: select Customers can cancel, Customers can reschedule, or both. Customers can then cancel or reschedule their booking in PaxPortal, even after the cut-off.
Optional: click Valid until and select a date. Customers can cancel or reschedule until the day before this date. If you do not select a date, the options do not end.
Note: You can select a date only when Customers can cancel or Customers can reschedule is on.
Optional: under Customers, enter a reason in Public reasons for status change (up to 100 characters). Customers see it in PaxPortal.
Optional: to send an SMS or email about the cancellation, select Notify customer manually and a template. See Change departure status.
Click Cancel departure. The message "Departure status updated successfully" shows and the departure card shows Cancelled. If shifts were cancelled, a second message shows how many.
Note: To mark a departure as failed, select Failed instead. You get the same options, and the button is Mark as failed.
What customers see in PaxPortal
On the page of their booking, under the tour name, customers see the reason you entered in Public reasons for status change.
If you selected Customers can cancel or Customers can reschedule, customers can cancel or pick a new date in PaxPortal. This works even after the usual cut-off for changes, until the day before the Valid until date.
Cancel from the status label
Click the status label on the departure card and select Cancelled. The Cancel this departure? window opens.
If the window shows Also cancel linked shifts, it is selected and PaxFlow also cancels the staff shifts on the departure. Clear it to keep the shifts as they are.
Click Cancel departure. To keep the departure as it is, click Go back.
Note: This window does not have the customer options or the reason. To let customers cancel or reschedule, use the Change status window.
Cancel many departures
On the Daily departures page, click Bulk actions and select Change all statuses.
In the Departures field (or Departures & Departure Groups), keep only the departures you want to cancel.
Select Cancelled in New status and set the options as for one departure.
Click Cancel departures. The message "Departures status updated successfully" shows.