Cancellations
The process of cancelling a passenger is different depending on whther or not the passenger purchased trip protection. Here are instructions on how to cancel a passenger in either scenario.
Canceling A Passenger With Trip Protection
To cancel a passenger with Trip Protection, on the trip dashboard click on Passengers"in the left-hand column, or search for them in the search field at the top of the page using their first name, and last name, or email address. If you search by email address, make sure to include the @ symbol.
On the Passengers page, click on the passenger you need to cancel:
On the Passenger Party Details page, find the passenger's name at the bottom of the page, and click on Cancel.
Review the refunds that are due to the customer and confirm that they have opted into Trip Protection. You will see a statement on trip protection just beneath the section on payments and refunds.
For a rundown on how to navigate and leverage the features of the cancellation page please check out this video:
When you have confirmed that the refund is accurate: (1) choose the type of refund you will complete, (2) check the box to agree, and (3) click the button labeled: Cancel (Travelers Name).
Once the passenger has been canceled, they will receive an automatic email notification with a claim number, instructing them to contact TripMate for the remainder of their refund. Admins can view the claim instructions on the Account Details page which can be accessed by clicking the account email address on the Party Passenger Details page:
Scroll down and click on the email title to view it:
Here's what the actual email looks like and says:
Notes & Special Situations:
ACH Transactions over 90 days are not eligible for an electronic refund and require a manual refund. The passenger will still appear on the passenger list; their status will be flagged as canceled by support. Add-ons are not covered by trip protection. Only package costs are covered. To see the claim process walkthrough click here!
Cancelling A Passenger Without Trip Protection
Passengers who haven't purchased trip protection will be subject to your terms and agreements regarding refunds.