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Cancellation of booked trips

Discussion in 'Indonesia' started by Indah, Mar 18, 2020.

  1. chris kippax

    chris kippax Divemaster

    # of Dives: 500 - 999
    Location: Australia
    889
    701
    Even if this customer comes to your resort they may not have a great time IMO. They already have a sour taste in their mouth and it wont take much to turn their holiday into a negative experience.
     
  2. outofofficebrb

    outofofficebrb HARRO HUNNAYYY

    # of Dives: 200 - 499
    Location: San Francisco, California
    3,360
    2,763
    I can understand that. What are you suggesting is a solution given this and your sentiments?
     
  3. chris kippax

    chris kippax Divemaster

    # of Dives: 500 - 999
    Location: Australia
    889
    701
    Don't be too hasty making decisions in a rapidly evolving situation.
    Clear concise communication is key.
    Don't piss off what may be one of your only customers for the next 6 months
    Flexibility and compromise will be useful in these odd times
     
    Indah, outofofficebrb and markmud like this.
  4. outofofficebrb

    outofofficebrb HARRO HUNNAYYY

    # of Dives: 200 - 499
    Location: San Francisco, California
    3,360
    2,763
    fair. I think that applies both ways - customer and op.
     
    Indah likes this.
  5. BLACKCRUSADER

    BLACKCRUSADER Contributor

    # of Dives: I'm a Fish!
    Location: Taiwan
    1,327
    847
    I just cancelled two booking dot com reservations in Bali due to the new visa issues. No financial penalty I explained that were I am I cannot get a visa and also all foreigners are now banned entry into Taiwan, I'm a citizen and now ALL people who are residents or citizens face Mandatory 14 day Quarantine. Also if you contract the virus in a Level 3 country Taiwan will make you pay the full cost of any medical services you will not be covered by the national health insurance.

    Indonesia is a level 3 country for the virus.

    On resort is claiming that even I cannot get a visa, or that flights are cancelled they do not have to give a refund. So they can expect to get flack on social media. As we have diving groups planned for Bali in the future that resort has lost all future business with our dive groups.
     
    markmud likes this.
  6. outofofficebrb

    outofofficebrb HARRO HUNNAYYY

    # of Dives: 200 - 499
    Location: San Francisco, California
    3,360
    2,763
    instead of a refund what about a reschedule? Once your outcome is final, I urge you to share your experience here: Canceled/postponed trips due to COVID - please share your outcomes
     
  7. drk5036

    drk5036 ScubaBoard Supporter ScubaBoard Supporter

    # of Dives: 100 - 199
    Location: Sapporo, Japan
    695
    573
    I think not refunding the money is okay, but you should really allow free rescheduling. How often are you completely booked that you cannot accept one more person? except in the case where you are 100% booked, allowing someone to reschedule does not hurt any new income stream, it isn't preventing you from making money elsewhere, and you get the money up front!

    It's the same concept as frequent flier miles reward tickets. The plane has to go from A to B regardless. If there are empty seats available, filling them costs you almost nothing extra.

    However, as you've seen, preventing this type of change can cost you a repeat customer, and give you bad advertising. THAT causes a loss of revenue, much greater than allowing rescheduling (once you already have the money!)
     
  8. BLACKCRUSADER

    BLACKCRUSADER Contributor

    # of Dives: I'm a Fish!
    Location: Taiwan
    1,327
    847
    They did not want to reschedule either. Never mind they just made sure one diving community wont be staying with them in the future.
    When the flights are cancelled and people then also cannot get a visa in time as visa on arrival cancelled just before they are due to depart this is not the fault of the client. Not a major amount of money.
     
    pclark2 likes this.
  9. Luko

    Luko Regular of the Pub

    # of Dives: 1,000 - 2,499
    Location: Paris, France
    2,165
    1,730
    How about a bit of a name and shame down here?
     
    gekodivebali and VT_gary like this.
  10. outofofficebrb

    outofofficebrb HARRO HUNNAYYY

    # of Dives: 200 - 499
    Location: San Francisco, California
    3,360
    2,763
    please feel free to post facts to share with us here and I will add it to the log

    https://www.scubaboard.com/community/threads/canceled-postponed-trips-due-to-covid-please-share-your-outcomes.593632/#post-8944197
     

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