However, editing and cancelling bookings work differently. Customers can cancel eligible bookings themselves, but changes to existing booking details must be handled by the transport company.

This guide explains what customers can do, how booking cancellation works and how administrators can configure cancellation settings.

1. What Can Customers Do With Existing Bookings?

Once customers have registered and logged in to their Customer Account, they can access their booking history under My bookings.

The following actions are available:

Action Available to customers?
View existing bookings Yes
View booking details Yes
Request changes to a booking Yes, by contacting the company
Change pickup date or time directly No
Change pickup or drop-off address directly No
Change flight information directly No
Change passenger or journey requirements directly No
Cancel an existing booking Yes, subject to cancellation settings
View or download available invoices Yes

Important: The Edit option in the Customer Account does not allow customers to modify booking information directly. Instead, it provides instructions for contacting the transport company.

2. How Customers Can Request Changes to a Booking

Customers who need to change their journey details must contact the transport company.

Steps to Request a Booking Change

  1. Log in to the Customer Account.

  2. Open My bookings.

  3. Find the booking you want to change.

  4. Open the booking details or select Edit from the available actions.

  5. A message will appear asking you to contact the company by email or telephone.

  6. Contact the company and explain which booking details need to be changed.

The company can then review the request and update the booking through the EasyTaxiOffice Admin Panel.

What Information Can Customers Request to Change?

Customers can request changes such as:

  • Pickup date or time.

  • Pickup or drop-off location.

  • Additional stops.

  • Flight number or flight details.

  • Number of passengers.

  • Luggage requirements.

  • Vehicle requirements.

  • Special instructions.

Whether a change can be accepted depends on the transport company's policies and availability.

Important: The Edit option is displayed only for eligible booking statuses when the scheduled pickup is more than four hours away. Customers can still contact the company directly if the option is not displayed.

Example

A customer books an airport transfer for 10:00 AM but later discovers that their flight has been rescheduled.

The customer cannot directly change the pickup time through their Customer Account.

Instead, they must contact the transport company, which can review the booking and update the pickup time if the change is accepted.

3. How Customers Can Cancel a Booking

EasyTaxiOffice supports customer self-service booking cancellation.

This allows registered customers to cancel eligible bookings directly from their Customer Account without contacting the transport company.

Steps to Cancel a Booking

  1. Log in to the Customer Account.

  2. Navigate to My bookings.

  3. Find the booking you want to cancel.

  4. Open the booking details or the available actions menu.

  5. Click Cancel.

  6. A confirmation window will appear.

  7. Select Yes to confirm the cancellation.

If the cancellation is successful, the booking status will change to Cancelled, and the system will display a confirmation message.

When Can Customers Cancel a Booking?

The Cancel option is available only when the booking meets the applicable cancellation conditions.

These include:

  • Customer cancellation is enabled in the company's settings.

  • The booking has an eligible status.

  • The scheduled pickup time is outside the minimum cancellation notice period.

For example, a booking that has already been completed or cancelled cannot be cancelled again through the Customer Account.

Important: Cancelling a booking does not, by itself, establish whether the customer is entitled to a refund. Refunds and cancellation charges depend on the company's policies and the payment arrangements.

4. How Administrators Can Configure Booking Cancellation

Administrators can control whether customers are offered the option to cancel bookings and how far in advance cancellation is permitted.

Access Booking Cancellation Settings

  1. Log in to the EasyTaxiOffice Admin Panel.

  2. Navigate to Settings > Booking.

  3. Locate the booking cancellation options.

  4. Configure the settings according to your company's cancellation policy.

  5. Click Save to apply the changes.

Available Cancellation Settings

Setting Description
Enable booking cancellation Controls whether eligible customers are offered the option to cancel bookings through their Customer Account.
Min booking cancellation time (h) Specifies the minimum number of hours before the scheduled pickup time that a customer must cancel their booking.

Example: Setting a 48-Hour Cancellation Notice

Suppose your company requires customers to cancel at least 48 hours before their scheduled pickup.

Configure:

  • Enable booking cancellation: Enabled

  • Min booking cancellation time (h): 48

With these settings:

Time remaining before pickup Customer cancellation
72 hours Allowed, if booking status is eligible
50 hours Allowed, if booking status is eligible
24 hours Not allowed through Customer Account
2 hours Not allowed through Customer Account

Once the configured cancellation deadline has passed, the customer will need to contact the company to request cancellation.

The company can then review the request according to its cancellation policy.

5. What Happens After a Customer Cancels a Booking?

When a customer successfully cancels an eligible booking:

  1. The booking status changes to Cancelled.

  2. The updated status is saved in EasyTaxiOffice.

  3. The system processes the relevant booking status change event.

  4. The customer can see the updated booking status in their account.

Booking cancellation may also trigger relevant notifications, depending on the company's notification configuration.

Administrators should review any payments, cancellation charges or refunds separately where applicable.

6. Troubleshooting

The Customer Cannot See the Cancel Option

Check the following:

  • Is Enable booking cancellation enabled under Settings > Booking?

  • Is the booking within the permitted cancellation period?

  • Is the booking status eligible for cancellation?

  • Is the customer logged in to the account associated with the booking?

If the cancellation deadline has passed, the customer must contact the transport company.

The Customer Can See Edit but Cannot Change Anything

This is the expected behaviour.

The Edit option displays a message containing the company's contact information rather than opening an editable booking form.

Customers must contact the company to request changes.

The Customer Wants to Cancel After the Deadline

Customers cannot use the normal self-service cancellation option once the configured cancellation notice period has passed.

They should contact the company directly.

An administrator can review the request and decide whether cancellation should be permitted under the company's policy.

The Customer Cannot Find Their Booking

Ask the customer to:

  1. Confirm they are logged in to the correct Customer Account.

  2. Open My bookings.

  3. Search for the relevant booking.

If the booking is still missing, the company should check whether it is associated with the correct customer account.

7. Frequently Asked Questions

Can customers change their own booking details?

No. Customers cannot directly modify existing booking details through their online Customer Account. They must contact the transport company.

Can customers cancel bookings without contacting the company?

Yes. Registered customers can cancel eligible bookings if customer cancellation is enabled and the booking meets the required conditions.

Can administrators change the cancellation deadline?

Yes. Administrators can set the minimum cancellation notice under Settings > Booking > Min booking cancellation time (h).

Can customers cancel an already completed journey?

No. Completed bookings are not eligible for customer self-service cancellation.

Can a customer still request cancellation after the deadline?

Yes. The customer can contact the company, but the company must review and process the request.

Does cancelling a booking automatically refund the customer?

A successful booking cancellation should not be treated as confirmation that a refund has been issued. Any required refund should be reviewed according to the company's cancellation policy and payment method.

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Summary

EasyTaxiOffice allows registered customers to manage their existing bookings through their online Customer Account.

Booking changes: Customers can request modifications but cannot directly edit booking details. The transport company must make the changes.

Booking cancellations: Customers can independently cancel eligible bookings when cancellation is enabled and the cancellation notice period has not passed.

Administrators can configure cancellation settings under Settings > Booking to align customer self-service cancellation with their company's operating policies.