Cancel Flight/Hotel/Reservation

Another high-volume intent is cancelling flights, hotels, or reservations. Handling this intent in the bot can help the customer support team time and lower costs.

The flow typically involves the user requesting to cancel their existing booking. The best practice tells us if the bot asks for their booking reference and reason for cancellation, we have a frictionless interaction. Once the information is provided, the bot confirms the cancellation and sends a confirmation to the user.

Authentication and verification are essential before providing information or making any changes. API calls may be required to retrieve or submit information. Including frequently asked questions and step-by-step instructions with GIFs or images can improve the flow. Custom events can be used to measure success metrics.

This is a typical design for a cancel flight/hotel/reservation flow within a bot: