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This page will guide you on what process to follow for removing a passenger after a 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 send the Cancellation Form to the customer and update the booking status to Cancellation Pending. Once the form is submitted, the MEL Sales Team will take over the process.
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 update the booking status to Cancellation Pending.
POST-FORM SUBMISSION
Once the form is submitted, the MEL CS Team will take over and handle the cancellation request.
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