How do I handle a delayed or cancelled departure?

Record a delay

1. Open the departure in the operations centre.
2. Set status to Delayed.
3. Record the reason and expected duration.
4. Choose Notify booked travellers.

Everyone on that departure receives the notice in one action, with the reason and new timing.

Wait until you know the real delay. One accurate message at 15 minutes beats three revisions across an hour.

Cancel a departure

1. Set the departure status to Cancelled.
2. Record the reason — weather, vehicle, staffing, minimum numbers.
3. Choose whether to notify.
4. Confirm.

Every booking on the departure is released. Refunds remain your decision under your own cancellation terms.

Consider offering a move to another date before cancelling outright — a moved booking keeps the revenue and usually the goodwill.

Report an incident

For anything involving traveller safety, injury, property, or a serious service failure, record an incident rather than a note.

Capture what happened, when, who was involved, severity, actions taken, and the follow-up owner. The record attaches to the departure and the customers involved and is permanent.

This is the audit trail that matters for adventure, educational, and group travel, and increasingly for procurement.

Status reference

After the day

Everything is recorded on the departure's event timeline with actor and timestamp: status changes, notifications sent, incidents, notes, and route changes. That is what you review when working out whether a bad day was bad luck or a pattern.

Related

• Tours & Operations · Peak season checklist