How to Handle Cancellations and Guest Cancellation Requests

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 ou 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 Chine ou Jakarta 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, ou cancel and rebook under current rules. Note any charges ou ancillary implications.
4. If you want to retain status or eligibility for future reservations, choose options that preserve your award balance and avoid loss of mileage value.
5. Soumettez la demande en ligne ou par le biais du canal de contact désigné. Joignez tous les documents requis et tenez compte des considérations régionales (par exemple, les politiques qui s'appliquent à Chine ou Jakarta routes).
6. Recevez une confirmation et suivez le temps de traitement des remboursements ou du rétablissement des miles ; effectuez un suivi si une fenêtre planifiée se termine sans mise à jour.

Conseils utiles pour optimiser les résultats

• Toujours vérifier le booking détails avant d'apporter des modifications afin d'éviter les imprévus charges.
• Quand vous avez un award composant, demandez si la remise en service préservera le même niveau de kilométrage et l'admissibilité pour l'avenir reservations.
• Conservez une preuve de votre demande d'annulation ou de modification ; certains cas nécessitent une documentation pour apply réintégration.

Si vous avez besoin d'aide, voici un chemin concis pour un scénario typique : un client avec un billet payant qui envisage d'annuler et de réserver à nouveau à partir de Jakarta vers une destination qui pourrait impliquer Chine–vérifiez la politique régionale, déterminez si le tarif permet une modification sans perte de valeur, et décidez s'il faut rétablir les miles ou prendre un remboursement en espèces. Utilisez d'abord le portail en ligne, puis appelez la ligne d'assistance si vous rencontrez des restrictions ; la plupart des cas sont résolus avec des signaux d'éligibilité clairs en quelques jours ouvrables.

Contacter l'assistance AerClub : canaux, délais de réponse et éléments à préparer

Commencez par le chat en direct de l'application AerClub pour un dépannage plus rapide des annulations et des questions de réservation. Pour un enregistrement écrit ou pour joindre des documents, utilisez l'email ; pour les questions urgentes, appelez le numéro de support local. Le délai de réponse par chat est généralement de 2 à 5 minutes ; les temps d'attente au téléphone dépendent de l'emplacement et de la charge actuelle, généralement de 5 à 15 minutes ; les emails reçoivent une réponse dans un délai de 1 à 3 heures les jours ouvrables. L'anglais est disponible ; les horaires d'août peuvent varier en fonction des calendriers locaux. Assurez-vous que votre profil est à jour pour aider l'agent à gérer votre demande.

Choisissez le canal en fonction de l'urgence et des besoins de documentation. Le chat intégré à l'application permet de résoudre instantanément les problèmes liés aux réservations, au traitement des points et aux mises à jour de profil ; les lignes téléphoniques permettent de résoudre rapidement les annulations qui nécessitent une interaction en direct ; l'e-mail fournit un enregistrement durable pour les cas complexes et lorsque vous devez joindre des reçus. Pour l'assistance linguistique, définissez l'anglais dans votre profil et utilisez le numéro local de votre région ; la réponse sera conforme au délai typique décrit ci-dessus.

Channels and response times

Délais par canal : réponses par chat en direct intégré à l'application en environ 2 à 5 minutes ; les temps d'attente téléphonique dépendent de la charge locale, généralement de 5 à 15 minutes ; les e-mails reçoivent une réponse dans un délai de 1 à 3 heures les jours ouvrables. Si une annulation d'invité ou une coordination avec une compagnie aérienne est impliquée, un spécialiste peut assurer la liaison avec la compagnie aérienne pour mettre à jour la réservation ou le traitement des points. Le traitement peut être prolongé lorsque l'inscription et les éléments réservés nécessitent une vérification ou des contrôles partenaires. Vous verrez une confirmation dans le chat ou recevrez un e-mail avec un numéro de ticket ou de dossier pour suivre les progrès.

Ce qu'il faut préparer avant de nous contacter

Préparez un ensemble complet de détails pour accélérer le traitement : numéro de profil AerClub ; référence de réservation ou numéro de réservation ; noms des voyageurs ; solde total de points ; date du vol et compagnie aérienne ; détails d'enregistrement ; reçus, captures d'écran ou messages montrant le problème ; canal préféré et langue anglaise ; fuseau horaire et meilleurs moments pour vous contacter ; si la raison invoquée implique un deuil ou d'autres difficultés, incluez tous les documents justificatifs. Si vous n'êtes pas en mesure de fournir un document immédiatement, indiquez la situation dans votre message et demandez des conseils sur les alternatives acceptables.