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This is when the customer wants to change the overall booked package.
Eg: cancel the Japan booking to travel to Canada or change the date of the tour.
Update as of 14/04/2025
OUTSIDE 7 DAY COOLING-OFF PERIOD
PROCESS
Any cancellation request outside COP will be handled by MEL CS Team.
1. Educate the Customer
Inform the customer that a package change outside COP requires a cancellation of the current booking.
Explain the cancellation policy in detail.
2. Send the Cancellation Form
Notify the customer that a cancellation form will be sent via email.
The customer must submit the form to proceed.
Once submitted, the dedicated team will reach out to discuss the cancellation and package change.
Cancellation Form: HERE
3. Update the Booking Status in Perseus
If the customer agrees to proceed, go to Perseus.
Change the booking status to "Cancellation Pending".
ITINERARY CHANGES AFTER CONFIRMATION
No additional changes can be made within 70 days prior to departure.
Keywords: outside cop, post-cop change, after 7 days, package change after cop, booking modification late
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