Cómo gestionar las cancelaciones y las solicitudes de cancelación de los huéspedes

You must publish a two-hour response window and a clear cancellation policy for every booking. When a guest requests cancellation, acknowledge receipt within the same window and present options using a concise template. Ensure coordination between the front desk, reservations, and finance teams so messaging stays consistent across channels.

Offer a choice between refundable and nonrefundable options, with refunded amounts calculated by the terms you have stipulated. If cancellation happens over 48 hours before check-in, provide an 80% refund; within 48 hours, 50%; penalties may apply after that. These values were chosen to be fair and align with policy. Display these values clearly on the booking page, invoice, and email confirmations to avoid disputes. Include any taxes and fees as part of the refund calculation to ensure accuracy.

Track cancellations in emds to flag patterns and adjust capacity, flex pricing, and the booking window for revised inventory. When a multi-night stay cancels, recalculate per-night refunds and revise the itinerary accordingly. For guests from jakarta o seoul, account for local taxes and service charges; coordinate with the team to reflect current regulations and notify guests about any taxes or fees.

Offer the third-party option when dates clash, and propose the desired alternatives such as new dates or different room types. If youd prefer a more proactive path, use a standard template to register cancellation reasons and push for coordination with the team. When guests request an extended window to reschedule, provide a flexible date range and outline any taxes that apply.

Consolidate these steps into a short, accessible guide for your team. Schedule monthly reviews of cancellation data, update the policy, and keep the team aligned on coordination, refunds, and tax implications to minimize disruption and protect revenue.

Identify applicable AerClub cancellation rules for reward flights

Read the AerClub rewards table first to identify country-specific cancellation rules for your reward flight. These rules are determined by country and region, so in europe you must review the terms by city and the scheduled itinerary. Back here, the rules apply to guests and members alike. If you book using cards, confirm whether card terms affect cancellation. These steps keep you sure about getting the right outcome.

Cancellation outcomes depend on the award type and the city or country you fly to; some rewards are partially refundable; others are nonrefundable.

When you cancel, the processed refund time depends on the carrier; credits post to your account after processing. If seating was issued, the seating may be released back to inventory, and you can select a different option while the booking remains scheduled.

Practical steps

Step 1: Open your AerClub dashboard, read the rewards table, and review the related terms for the country of booking before any cancellation.

Step 2: Verify the city pair and whether the itinerary is one-way; rules depend on the schedule and whether the award is domestic or international in europe or other regions.

Step 3: Confirm eligibility based on the cards used to book; using cards from your account or a guest booking can affect penalties.

Step 4: If the rule allows, decide whether to take a refund or a credit; note that these options are related to the award type and can be partial, then proceed in the account and check the processed status for your records.

Cancel a reward booking online: step-by-step guide

First, log in to your rewards account and locate the booking there to start the cancellation online.

Step 1: Find the booking and start online cancellation

There, confirm whether the award is one-way or multi-city and review each leg. For international itineraries, there are restrictions that may apply to canceling the award. Check the usage of miles and any prepayment tied to taxes or fees; if prepayment was completed, those amounts may be refunded separately. If the status shows refunded, youre ready to proceed or contact support for confirmation. If the online option is unavailable, call the carrier during the normal hours to request a cancellation or to reissue for a different date or stop-over, then continue with the new plan.

Step 2: Review refunds, waivers, and post-cancellation options

Submitting the cancellation will show whether the refund is eligible and whether it’s partial or full. There were cases where refunds were delayed, so track the status in the portal. In many programs, taxes and fees refund automatically, while the miles portion may be partially re-credited or forfeited depending on policy. If you want to change instead of cancel, choose change and pick a new date; waivers of change fees are sometimes granted in special cases. If you used paypals for the payment of incidental charges, refunds may be issued back to that method; otherwise refunds go to the original method. Refund processing times vary; you can expect a notice within hours to a few business days. For destinations like Seoul with an international carrier and a stop-over in Europe, track segment-by-segment rules. If bags were paid separately or if bag charges apply, check the refund if applicable. The program commenced under the current rules, so always review the latest guidance before concluding the request.

Handle guest cancellation requests: authorization, consent, and required information

Verify identity and booking details before you proceed. youll need identification, the order number, and the email registered to the reservation. Apply the stipulated terms, and confirm the cancellation is requested by the guest or an authorized party before you proceed to changes to the book or the booking, across sectors you operate in.

Authorization and consent

Require explicit authorization from the guest or an officially registered agent. If an agent submits the request, confirm consent from the guest and show the agent’s relationship, contact details, and the booking reference. Use the channel for submission (in-app, email, or paypals verification) to record the date shown in the system and ensure you register the consent in the guest’s file and maintain control of the request.

Required information and handling

Collect: identification, order (booking) number, guest name, city of stay, visit date, number of guests, and the reason for cancellation. Note the requested cancellation date, and if bereavement or minor involvement is indicated, attach supporting documentation and ensure guardian consent. For changes that apply to part of the booking, specify what remains and what is canceled. If ancillary services were booked, indicate whether you will waive those fees; if you can refund, show the refund status and amount. Record whether payments were made via the original method or paypals, and if a refund is possible, issue it to the original method or to the guest’s registered account. If a refund is not possible, offer a credit for a future visit. Ensure the status is updated in the register and communicate the outcome to the guest, including the refund amount or credit timeline, and the next steps for confirmation.

Refunds and miles reinstatement: rebooking options and eligibility

First, check your booking’s policy to confirm whether refunds or miles reinstatement are possible for your reservation. Here is a practical guide to help customers evaluate options, apply changes, and avoid unnecessary charges.

Rebooking options you can consider

• Rebook with miles (award): use the same miles to secure new travel on an eligible route. Some awards require a minor cash difference or taxes/fees; verify where the designated policy applies and any changes to route or date.
• Rebook with cash (paid ticket): purchase the new itinerary and pay any fare difference plus applicable charges. Look for flexibility in the first or business class segments if you want more generous changes.
• Hybrid options: combine miles and cash on a new reservation when allowed by the policy, which helps preserve value for reservations that include ancillary purchases.
• Refunds and cancel then rebook: if your booking qualifies, you may receive a refund of the paid portion and then purchase a new ticket. This approach often applies to reservations that are within the window where charges are waived or reduced.
• No-show considerations: no-show charges can apply on some itineraries. If you cancel before the no-show threshold, miles may be reinstated and booking can be reissued with fewer penalties.
• Award reservations: for award tickets, expect miles reinstatement to follow a separate process from cash refunds; some regions (such as chapters of the policy in China or markets like Jakarta) have specific timelines and rules.

Eligibility and key considerations to judge quickly

• Booking type: awards, mixed awards, and cash tickets each follow a distinct path for refunds and reinstatement. Some reservations allow full mileage restoration; others apply partial reinstatement based on the original purchase and the change made.
• Fare and change rules: first and business fares often include more flexible rebooking options, while basic economy or nonrefundable fares may restrict reinstatement. Always verify what charges apply and what portion can be reinstated.
• No-show and cancellations: a no-show can reduce eligibility for reinstatement; early cancellation generally improves your chances to recover miles or avoid charges.
• Ancillary items: ancillary purchases (extra baggage, seat selection, etc.) may or may not be refundable or eligible for reinstatement; check the specific policy that applies to your booking.
• Geographic scope and markets: some rules vary by market; for example, cases involving routes to or from China o Yakarta may follow designated, regional guidance. Always verify the local policy on the policy tab inside your account.
• Timeline: refunds to the original method can take several business days, while miles reinstatement often posts within 1–3 business days after approval. Expect longer processing during peak periods.
• Where to apply: submit requests via the online portal, mobile app, or contact center. In some cases, a person may need to assist you to complete the reinstatement or change.

Practical steps to take now

1. Locate your booking by reservation number and last name; open the reservations panel and review the current status.
2. Identify whether you hold an award ticket or a paid ticket, then consult the policy section specific to that ticket type to see if miles can be reinstated or if a refund is available.
3. Decide your preferred path: rebook with miles, rebook with cash, cancel and rebook under current rules. Note any charges o ancillary implications.
4. If you want to retain status or eligibility for future reservations, elija opciones que preserven su award equilibrar y evitar la pérdida del valor del millaje.
5. Envía la solicitud en línea o a través del canal de contacto designado. Adjunta cualquier documento requerido y ten en cuenta las consideraciones regionales (por ejemplo, las políticas que se aplican a China o Yakarta rutas).
6. Reciba confirmación y rastree el tiempo de procesamiento para reembolsos o el reintegro de millas; haga un seguimiento si una ventana programada pasa sin una actualización.

Consejos útiles para optimizar los resultados

• Siempre revise el booking detalles antes de realizar cambios para evitar imprevistos charges.
• Cuando tienes un award componente, pregunte si la readmisión conservará el mismo nivel de kilometraje y elegibilidad para el futuro reservations.
• Conserve pruebas de su solicitud de cancelación o cambio; algunos casos requieren documentación para aplicar reincorporación.

Si necesitaOrientation, aquí tiene una ruta concisa para un escenario típico: un cliente con un boleto pagado que planea cancelar y volver a reservar desde Yakarta a un destino que pueda involucrar China-verifica la política regional, determina si la tarifa permite un cambio sin pérdida de valor y decide si reintegrar millas o tomar un reembolso en efectivo. Utiliza primero el portal en línea y luego llama a la línea de ayuda si encuentras restricciones; la mayoría de los casos se resuelven con señales claras de elegibilidad en unos pocos días hábiles.

Contactar con el soporte de AerClub: canales, tiempos de respuesta y qué preparar

Comience con el chat en vivo de la aplicación AerClub para la resolución de problemas más rápida de cancelaciones y preguntas sobre reservas. Para un registro escrito o para adjuntar documentos, use el correo electrónico; para asuntos urgentes, llame al número de soporte local. El plazo para las respuestas del chat es normalmente de 2 a 5 minutos; los tiempos de espera telefónica dependen de la ubicación y la carga actual, generalmente de 5 a 15 minutos; los correos electrónicos se responden en un plazo de 1 a 3 horas en días hábiles. El inglés está disponible; los horarios de agosto pueden variar según los calendarios locales. Asegúrese de que su perfil esté actualizado para ayudar al agente a gestionar su solicitud.

Elige el canal según la urgencia y las necesidades de documentación. El chat en la aplicación se encarga de la solución instantánea de problemas para las reservas, el procesamiento de puntos y las actualizaciones de perfil; las líneas telefónicas resuelven rápidamente las cancelaciones que requieren interacción en vivo; el correo electrónico proporciona un registro duradero para casos complejos y cuando necesitas adjuntar recibos. Para soporte de idiomas, configura el inglés en tu perfil y utiliza el número local para tu región; la respuesta se ajustará al plazo típico descrito anteriormente.

Canales y tiempos de respuesta

Plazo de tiempo por canal: las respuestas en el chat en vivo dentro de la aplicación tardan entre 2 y 5 minutos; los tiempos de espera telefónica dependen de la carga local, comúnmente de 5 a 15 minutos; los correos electrónicos reciben una respuesta dentro de 1 a 3 horas en días hábiles. Si se trata de una cancelación de un huésped o de la coordinación con una aerolínea, un especialista puede ponerse en contacto con la aerolínea para actualizar la reserva o el procesamiento de puntos. El procesamiento puede extenderse cuando el registro y los artículos reservados requieren verificación o comprobaciones con socios. Verá una confirmación en el chat o recibirá un correo electrónico con un número de ticket o caso para hacer un seguimiento del progreso.

Qué tener listo antes de contactarnos

Prepara un conjunto completo de detalles para acelerar la gestión: número de perfil de AerClub; referencia de reserva o número de reserva; nombres de los huéspedes; saldo total de puntos; fecha del vuelo y aerolínea; detalles de registro; recibos, capturas de pantalla o mensajes que muestren el problema; canal preferido e idioma inglés; zona horaria y mejores horas de contacto; si el motivo implica duelo u otras dificultades, incluye cualquier documento de respaldo. Si no puedes proporcionar un documento de inmediato, indica la situación en tu mensaje y solicita orientación sobre alternativas aceptables.