Self-rebooking lets customers reschedule their own trips through the customer portal after you cancel or unschedule them. You send a cancellation email with a rebook link, and guests choose a new date and time themselves — without needing to call or email you.
Before using self-rebooking, make sure your cancellation email template includes a rebook link. See Edit an Existing Message Template or Create a New Message Template for instructions.
Step 1: Cancel or unschedule the trip
Cancel or unschedule the trip before sending the rebook link. You can do this from the individual trip record (best for a single reservation) or from the Manifest (best for cancelling an entire timeslot).
See Reschedule, Unschedule, or Cancel a Trip and Cancel All Guests on a Timeslot for step-by-step instructions.
Step 2: Send the cancellation email
Send a cancellation email that includes the rebook link. Open the trip and send it as a manual message — make sure you select the template that includes the reschedule link.
When the guest clicks the rebook link, they're taken to the customer portal where they can select a new date and time.
Step 3: Track trips that haven't been rebooked
Some guests won't rebook immediately. To see which cancelled or unscheduled trips still need to be rescheduled, go to the Activity > Not Scheduled report.
From this report you can open individual trips to send a follow-up email, or export the list to send bulk communication to all guests who haven't rebooked yet.
Price differences
If the newly booked activity is priced differently from the original, TripWorks handles the difference automatically:
- New price is higher — the guest is prompted to pay the difference through the customer portal before their rebook is confirmed.
- New price is lower — an overpayment appears on the trip record as a negative balance. You can process a refund for the difference.
Price differences can occur when a guest rebooks into a different timeslot with dynamic pricing, a different activity, or a date in a different pricing season.