About This Automation
Handling booking changes and cancellations manually across multiple systems is time-consuming and error-prone. Staff spend hours searching for records, contacting suppliers, and manually updating systems, while customers wait days for resolution.
Automation captures change requests, retrieves booking details instantly, calculates refunds accurately, and notifies customers within minutes. The process runs with minimal human oversight, reducing errors and freeing the team to focus on complex customer issues.
Top friction points when done manually
The issues teams report most often with this process
Automation readiness
How well-suited this process is for automation
How The Automation Works
The full workflow, from trigger to completion.
A customer change or cancellation request arrives via email. The automation platform monitors the inbox and captures the request with customer and booking details.
The automation reads the request and extracts the customer name, booking reference, and type of change needed. It searches the booking system and retrieves the full booking record.
The automation drafts a supplier change request with all relevant booking and customer information, formatted according to the supplier's requirements.
The prepared request is sent to the supplier's email address automatically. The system logs the request timestamp and supplier contact details.
The automation retrieves the booking price, applies the cancellation policy, and calculates the refund amount including tax and fee adjustments. The result is logged.
The booking record is automatically updated in the booking system and to reflect the pending change or cancellation status.
An automated email is sent to the customer confirming the request has been received and providing the expected refund amount and timeline.
A summary message is posted to the customer service channel with the booking reference, change type, and refund amount for team visibility and tracking.
Most popular tool stack used
— the complete tool combinations companies use
Gmail
Google Sheets
Xero
HubSpotWhat you get when you map this process
Everything you need to understand, plan, and build your automation.
ROI and business case
What this process costs today and what changes once it's automated.
Launch schedule
What gets built, in what order, and what success looks like once it's live.
Process runbook
How the automation runs day to day, including exceptions and human decision points.
Developer handover pack
Full build spec, logic, and configuration — ready to hand off without a briefing call.
Integration and connections guide
Every tool connection, credential, and data mapping the build needs.
Test and QA plan
Every scenario checked and signed off before the automation goes live.
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Frequently asked questions
Everything you need to know before mapping this process.
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