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This page will guide you on what process to follow for removing a passenger after a cancellation. This will be treated as a Partial Cancellation.
INSIDE COP
If a request is made to remove a passenger from the booking within the cooling-off period, CS must first confirm if any payment has been made.
IF PAYMENT HAS BEEN MADE
CS will advise the customer to submit the Cancellation Form and indicate the passengers that needs to be cancelled in the form.
Once the form is submitted, the MEL Sales Team will take over the process.
Please be advised that Partial Cancellation doesn't require the booking to be in Cancellation Pending status.
IF NO PAYMENT HAS BEEN MADE
CS can proceed to cancel the booking and transfer it to the Sales Team for rebooking.
OUTSIDE COP
Any request to remove a passenger from the booking outside the Cooling-Off Period (COP) must be treated as a cancellation.
SET EXPECTATIONS
CS must inform the customer that a Single Supplement price will be added to the booking once the other passenger is removed.
CANCELLATION PROCESS
CS will send the Cancellation Form to the customer and advise customer to indicate at the form which passenger will be cancelling.
POST-FORM SUBMISSION
Once the form is submitted, the MEL CS Team will take over and handle the cancellation request.
Where in the form should customer place which passenger will cancel?
Keywords: remove passenger, post-cancellation removal, pax removal process, traveler removal
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