Cancelling a Passport Order and Related Reservations

If you have a guest that wants to completely change their itinerary, the easiest way for both you and the guest is to cancel their ticket order and their associated reservations.

Cancelling Ticket Order

1. First locate the order using our Search Tool
2. Select Ticketing
3. Then select Search from the subnav
4. Select the method you wish to search (Last Name, Email, Order Number, etc)
5. Enter the value to search.
6. Click Search.
7. A list of matching results will be displayed.
8. Click on the Order number, this will open the order details view.
9. Holding down the CTRL button (or right-click and select "Open in New Window), click their name on the right-hand side of the order details. This will open a new window which we will use in the next section when cancelling their reservations.
10. Back in the order details view, from Actions menu (top right), select Cancel Order
11. Follow the prompts as this will want you to confirm the refund. Note, refunds typically take 2 - 3 business days)
12. The order is now cancelled and any tickets associated within the order are no longer valid.
    
    Note, CellarPass does NOT send any notice to the guest about their cancelled order.

Cancelling Reservations

1. In the window we opened in step 3, click the Reservations tab.
2. This will show you all of their upcoming reservations.
3. Click the confirmation #.
4. From the More Actions menu, select Cancel Booking.
5. This will prompt if you want to alert the guest or not- your choice.
6. Go back to their Reservation history and follow the same cancel steps for other reservations.

Recommend the guest re-books asap since inventory is live and cannot guarantee space.