The Latest Updates to Tour Amigo

Overview

When a booking that includes travel insurance is cancelled, the insurance premium is now treated differently from the rest of the booking. This reflects standard insurance practice: once a policy has been purchased and activated, the premium belongs to the traveller and is not refundable, even if the trip itself is cancelled.

Previously, cancelling a booking cancelled every element, including insurance, and the refund calculation incorrectly included the premium. This guide explains the new cancellation flow and how it affects the refund your customer sees.

What's changed

A new toggle, “Also cancel insurance elements”, now appears on the cancellation confirmation screen whenever a booking has an active insurance policy.

• The toggle is switched off by default

• Help text on the screen explains that insurance premiums are owned by the traveller once purchased, so they're kept on the booking and not refunded, unless you're genuinely cancelling the policy itself

• If a booking has no insurance, the toggle simply doesn't appear and cancellation works exactly as before

How it works

Cancelling the booking but keeping insurance active

Leave the toggle switched off. When you complete the cancellation:

• All other elements of the booking (accommodation, activities, transport, etc.) are cancelled as normal.

• The insurance costing stays active and untouched on the booking.

• The booking value reduces to just the insurance premium (plus any cancellation fee you apply).

• The refund or credit shown to the customer is the amount paid, minus any cancellation fee, minus the insurance premium(s).

• The premium remains payable to the insurance supplier, and no cancellation notice is sent to them.

Cancelling the insurance policy as well as the booking

Switch the toggle on before completing the cancellation. This matches the previous behaviour:

• The insurance policy is cancelled along with everything else on the booking

• The refund to the customer includes the insurance premium

Booking without insurance

No toggle is shown, and cancellation and refund calculations are unaffected.

Live refund recalculation

On the cancellation confirmation screen, the refund total updates immediately as you switch the toggle on or off, or adjust the cancellation fee. You can combine both changes and the figure shown will always reflect the current combination before you confirm.

Things to be aware of

• If your cancellation fee is set up as a percentage, that percentage is currently still calculated against the full booking total, including the insurance premium. Bear this in mind when applying a percentage-based fee to a booking with insurance.

• Once a booking has been cancelled with the toggle left off, the retained insurance policy can't be cancelled later from that same screen.

Questions about this feature? Contact your Tour Amigo account manager or the Support team.