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If a customer requests to cancel while already on tour, the Customer Support (CS) Team must communicate clearly and transparently to manage expectations and avoid misunderstandings.
GUIDELINES
The communication should include the following key points:
NO REFUNDS FOR UNUSED PORTION OF THE TOUR
Once the tour has commenced, no refunds will be provided for any unused services.
This includes unutilized hotel stays, meals, activities, and transportation.
CS must inform the customer that this is outlined in Inspiring Vacations’ Terms and Conditions.
INDEPENDENT FLIGHT ARRANGEMENTS
If the customer decides to leave the tour early (due to an emergency, personal preference, or health concerns), they are responsible for arranging and covering the cost of their return flights.
CS should raise a task to the Flights Team to notify them of the cancellation.
TRANSPARENCY & EMPATHY
While enforcing company policies, CS should express understanding and empathy for the customer’s situation.
Be clear and professional while setting expectations.
TRAVEL INSURANCE ASSISTANCE
Advise the customer to check their travel insurance policy for potential reimbursement of unused services or additional costs.
Ask if they have travel insurance and suggest they contact their provider for guidance.
PROPER DOCUMENTATION
Document all cancellation details and customer interactions.
Provide the customer with written confirmation of their cancellation request.
Keywords: on-tour cancel, cancellation during trip, in-travel cancellation, live tour cancellation
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