Read this to learn about the different cancellation reasons and how to select the appropriate one when managing bookings.
What are Cancellation Reasons?
Cancellation reasons are categories that explain why a booking is being canceled. Selecting the correct reason ensures transparency for customers and helps GetYourGuide process refunds or rescheduling efficiently.
Cancellation reasons fall into three main categories:
- Ordinary operational reasons
- Force majeure events
- Customer cancellation requests
Ordinary Operational Reasons
These reasons apply when the activity cannot be conducted due to operational issues.
Examples:
- Guide or driver unavailable: The guide or driver is sick or involved in an accident.
- Vehicle out of order: The vehicle required for the activity is unexpectedly unavailable.
- Activity not accessible: Planned maintenance or public holidays prevent the activity from taking place.
- Minimum participants not reached: The activity cannot run due to insufficient bookings.
- Activity not offered as described: Incorrect or incomplete information about the activity prevents customers from participating.
Force Majeure Events
Force majeure refers to unforeseen events beyond your control that prevent the activity from taking place.
Types of Force Majeure Events:
-
Severe Impact:
- Examples: Natural disasters, pandemics, acts of terrorism, war, or strikes.
- These events typically affect entire destinations and multiple activities.
-
Isolated Impact:
- Examples: Bad weather, political events, or outages.
- These events affect specific activities or categories.
Customer Cancellation Requests
This category applies when customers contact you directly to request a cancellation.
Important Notes:
- Use this reason only if the customer explicitly requests cancellation directly to you.
- If you offered an alternative date and the customer declined, select an operational or force majeure reason instead.
- If the customer requests a refund due to dissatisfaction please use the contact form in the Supplier Portal and select ‘I need assistance with a booking’ to be directed to our Customer Care team.
Why Selecting the Right Reason Matters
- Customer Communication: The selected reason will be shared with customers, ensuring clarity and trust.
- Refund Processing: Accurate reasons help GetYourGuide process refunds efficiently.
- Verification: Force majeure cancellations may require supporting evidence or external references.