When/Why/How to waive a late cancellation fee

• Empathy and Human Connection: Understanding and responding to customers' unique situations with compassion can create a lasting positive impression. Life is unpredictable, and showing empathy acknowledges the human element in business transactions.
• Customer Loyalty and Long-Term Benefits: A gesture of goodwill can turn a negative experience into a positive one, fostering loyalty and encouraging repeat business, which outweighs the immediate loss of a cancellation fee.
• Positive Brand Image: Demonstrating flexibility and kindness enhances the company's reputation. A brand known for its customer-friendly policies is more likely to attract and retain customers.
• Conflict Resolution: Proactively addressing customer grievances by waiving fees can prevent escalation, reducing the likelihood of negative reviews or complaints.

• Non-repeat offenders: Always check the customers history to see if they have recently late cancelled (or make a habit of it). If they haven't late canceled recently, waive the fee
• Genuine Emergencies: When a customer provides a valid reason such as a medical emergency, family crisis, or other unforeseen circumstances. Trusting customers’ explanations and responding with empathy can go a long way.
• Long-Term or Loyal Customers: For customers who have a history of regular, timely transactions, waiving the fee can be a reward for their loyalty and encourage continued patronage.

• Special Circumstances: If there are widespread issues affecting multiple customers, such as extreme weather conditions or other public emergencies, it’s considerate to waive fees for affected individuals.

• Miscommunication or System Errors: If the late cancellation was due to a miscommunication on the company's part or a technical glitch, waiving the fee is both fair and necessary to maintain trust.

• Customer’s Attitude: When a customer approaches the situation politely and respectfully, a considerate response by waiving the fee can reinforce positive customer-company interactions.

• Potential Upsell or Retention Opportunity: If waiving the fee can lead to an upsell or retaining a valuable customer, it’s worth considering as a strategic move.

**Late cancellation fees should only be waived for simulator bookings*

Before deciding if a fee should be waived, you must check the customers cancellation history.

After confirming that the fee should be waived:

1. Click the booking on the schedule and select “Checkout”

2. Put the appropriate cancellation fee in the cart

1. Follow the process outlined on this card: Simulator Booking- Late Cancellation Process

3. Once the fee is in the cart, select “Edit”

4. Manually discount to “100%”

5. Add “CS waived late cancel fee”

6. Select Done>checkout>comp-guest>complete sale>done
7. Once the booking is checked out and the purchase has been confirmed, click again on the booking and select the “Late Cancel” option to remove it from the schedule, being sure to not select to send an email to the customer