Full trip cancellation and unwind

How do we cancel a whole trip so the flights, hotels, tours and insurance are cancelled in the right order before their cutoffs, the fees applied by rule, and the refunds recorded?

Unwind the trip as one ordered case. When a customer cancels, Callvu classifies every component of the booking (the flights under the fare rules and the DOT refund rules, the hotels and cars under their cancellation terms, the tours and transfers under the operators' terms, the insurance under the policy's free look and cancellation rules), orders the cancellations so the ones with the nearest cutoffs and the dependencies go first, chases the customer for what a refund needs (the reason and documents where a waiver or insurance applies, the refund method confirmation), computes the fees and the refunds by rule, routes a waiver request or a disputed fee to the agent in the Decision Desk, executes each cancellation through its channel with the confirmation captured, and writes the cancellations, the fees and the refunds to the booking system.

In scopeComplex: multi-party handoffsCallvu moves: classify, chase and verify, decide, write back

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Last updated November 7, 2026.

The problem today

The customer cancelled the trip in one call; the agency cancelled the flights that day and the tour the week after, past the operator's deadline.

Today, without Callvu

A full trip cancellation touches every supplier on the itinerary, each with its own deadline, channel, fee and refund rule. Cancelling them in the order they appear on the screen, or as the agent gets to them, means the tour operator's cutoff passes while the agent waits for the airline's refund confirmation, and the insurance that could have covered the loss is cancelled before the claim is considered.

The unwind has an order: the components with the nearest cutoffs first, the ones others depend on next, the insurance last (since a covered reason may make it the source of the refund). The fees are the suppliers' rules; the refunds are the DOT rules for the airline and the terms for the rest; the refund method is the original payment. A customer who cancels for a covered reason should be told to claim, not to lose the trip.

A trip is cancelled once, in order, with every fee and refund on the record.

How it runs

From the requestto the system of record.

A customer cancels a trip in any channel. Callvu classifies the components and opens the unwind.

Customer: Confirms the cancellation, gives the reason and the documents where they matter, and receives the fees, the refunds and the confirmations.
Suppliers and operators: Accept the cancellations through their channels and return confirmations.
Agent: Decides waivers and disputed fees in the Decision Desk.
Callvu: Classifies, orders, chases, computes, routes, executes and writes back.

Classify every component
Each booking on the trip is read with its rules: the flights' fare rules and the DOT refund rights, the hotels' and cars' cancellation terms and cutoffs in local time, the tours', transfers' and cruise's operator terms, the insurance policy's free look and cancellation provisions and the covered reasons; the fees and the refunds under each are computed and shown to the customer before they confirm.
Chase and verify
Where the reason could change the outcome (a covered reason under the insurance, a supplier waiver policy for illness, bereavement or a government advisory, a refundable fare), the customer is asked for the reason and the documents through a link, read and checked, and the insurance claim intake is started before the policy is cancelled; the refund method is confirmed as the original payment.
Decide and execute in order
The cancellations are ordered by cutoff and dependency and executed through each supplier's channel with the confirmation numbers captured; a waiver request, a disputed fee, a supplier that refuses, or an insurance interaction goes to the agent in the Decision Desk with the terms and only the allowed outcomes (cancel with the fee, request the waiver with the documents, hold the component for the claim, or convert to a credit where the rules allow).
Write back
Every cancellation with its confirmation, the fees applied, the refunds due by component and by source (the supplier, the agency, the insurer), and the credits issued are written to the booking system, the refunds are issued to the original payment method on their clocks (the DOT clock for the airline), the supplier refunds are claimed through the recovery process, and the customer receives one statement of what was cancelled, charged and refunded.

Where it ends: The trip was unwound in cutoff order through each supplier's channel, the fees and the refunds were computed by rule and decided where a waiver applied, the insurance was used before it was cancelled, and the booking system holds the whole record with the refunds on their clocks. The Decision Trace shows the classification, the order and the decisions; the Audit Trace shows the confirmation, each cancellation with time against its cutoff and the refunds.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

US DOT refund rules (14 CFR 260): A refund of a non-refundable airline ticket is not due on a voluntary cancellation unless the fare rules allow it; where the carrier cancelled or significantly changed the flight, the refund is due automatically to the original form of payment within seven business days for cards and twenty days otherwise, and any refund the carrier owes must be in money unless the passenger chooses a credit; the classification distinguishes the voluntary cancellation from the carrier-caused one.
Supplier cancellation terms: The hotels', cars', tours', transfers' and cruise's terms set the cancellation cutoffs, the fees by notice period and the refund or credit rules, with tour operators and cruise lines commonly on sliding scales from the departure date; the order of execution follows the cutoffs.
Travel insurance policy terms and the EU Package Travel Directive where the trip is a package: A travel insurance policy covers cancellation for its listed reasons with the documents it requires, so the claim is started before the policy is cancelled; for a package sold in the EU, the Package Travel Directive sets the organiser's cancellation fee rules (reasonable and justified, or the standardised scale) and the refund within fourteen days.

Company policies

The customer sees the fees and the refunds for every component before confirming the cancellation.
Cancellations run in cutoff and dependency order; the insurance is used before it is cancelled.
Waivers and disputed fees are decided by the agent with the documents, never silently applied or refused.
The booking system is the system of record for the cancellations, the fees, the credits and the refunds.

Controls

Component classification with fees and refunds computed.
Reason and document chase where it changes the outcome.
Ordered execution through supplier channels with confirmations.
Decision Desk for waivers, disputes and insurance interactions.
Refunds to the original method on their clocks and supplier recovery.
Booking system write and customer statement.

Clocks and deadlines

Supplier cutoffs: Each component's deadline in local time, driving the execution order.
Airline refund: Seven business days for cards and twenty days otherwise where the DOT rules apply.
Package refund: Within fourteen days under the Package Travel Directive where it applies.

Documents and checks

The components and their rules, fees and refunds
The reason and documents where provided
Each cancellation confirmation
The decisions
The booking system record and the customer statement

In the Decision Trace

The classification and the computed fees and refunds.
The execution order.
Each decision and the person.

In the Audit Trace

The confirmation with time.
Each cancellation with time against its cutoff.
The refunds and the writes.

The handoff

Between the front doorand the back office.

The front door

Any channel; the customer confirms and provides documents on a secure screen.

The back office

The agent decides waivers and disputes; the cancellations and refunds run through the channels by rule.

The Decision Desk

A waiver request, a disputed fee, a refusing supplier or an insurance interaction goes to the agent in the Decision Desk with the terms and only cancel with the fee, request the waiver, hold for the claim, or convert to a credit.

Proof

In scope.Proof at scale, not one process at a time.

The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

Questions

What buyers ask next,answered plainly.

In what order are the bookings cancelled?

By cutoff and dependency: the components with the nearest deadlines first, then the ones others depend on, with the insurance last so a covered reason can be claimed before the policy ends.

What does the customer see before confirming?

The fee and the refund for every component under its rules, the refund method, and whether a reason or a document could change the outcome.

How are the refunds handled?

Issued to the original payment method on each rule's clock, claimed from the suppliers where the agency prepaid, and recorded by component and source in the booking system.

Related processes

Hotel and car cancellations Refund request Travel insurance claim intake Supplier refund recovery Try it in the sandbox All travel and ecommerce processes

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