The Refund That Has Not Reached the Guest
The trip was cancelled in August. The hotel has refunded, the airline has not, and the guest rings every Friday. Nobody in the office can say what is still to come.
What a cancellation records
What was cancelled, and when
The whole trip or one booking in it, with the date the cancellation was made. That date decides the charge, so it is recorded as a fact and not from memory.
The charge that applied
What the hotel, the transporter or the airline retained, and what your office is retaining. Both written on the file, so the guest is told one number.
The amount applied for
What you have claimed back from each supplier, with the date you claimed it. A claim not yet made is visible as exactly that.
The date it was credited
Money received back from the supplier, and money passed on to the guest, each with its date and reference.
The list nobody has to remember
An uncredited refund stays on a list until the money arrives.
- Claims made and not yet received, by supplier and by age
- Refunds received from a supplier and not yet paid to the guest
- Cancellations where no claim has been made at all
- What a guest is owed, in one line, when he calls on a Friday
The uncomfortable part
It cannot make a refund come faster
Airlines and consolidators take the time they take. What this changes is that the claim is on a list with its age, so somebody chases on the right day and the guest gets a straight answer.
Your cancellation terms stay yours
The charges applied are the ones your office and your suppliers agreed. Nothing is calculated from a rule the software invented, and what you retain is a decision you make each time.
Frequently asked questions
Can a partial cancellation be handled?
Yes. One hotel drops out of a six-day trip while the rest runs. The booking is cancelled on the file and the costing shows what the trip has become.
How do we know what a guest is still owed?
The file shows what was received from him, what was retained, what has been refunded and what is still awaited from each supplier.
Does a refund go back through the software?
No. You pay the guest the way you pay him, and the entry records the amount, the date and the reference.
Can we see refunds pending across all files?
Yes, by supplier and by how long they have been standing. It is the screen most owners ask for after their first bad season.
Tell us what you need.
Send a short brief and one of our engineers will come back to you — usually the same day.
- No obligation
- We reply the same working day
- Your details stay private