Standard Cancellation Request

Ticket Handling & Verification

• A Freshdesk ticket is assigned and accepted within 90 seconds.

• Review the ticket and copy the Trip ID.

• Search for the Trip ID on Gmail and the Dashboard.

• Identify the booking cancellation request under the car section (or from Gmail).

Cancellation Execution

• If the booking was made through Options Travel, cancel the booking via GDS; if through a vendor’s website, cancel the booking by contacting the vendor on-call.

• Send an email to the traveller informing them of the cancellation.

• Create the cancellation MIS by selecting the Car Cancellation option and entering the required details (User, Passenger Name, Vendor details, Total refund amount, and Remarks), then submit.

Final Steps

• Update Freshdesk case notes, transfer the ticket to the US support queue if required, and close the ticket.

• Send an email to Finance informing them that the booking has been cancelled and that any refund will be billed to the client company (no refund to be initiated from our end).