Amending an Existing Booking

Overview

The Amend Existing Booking workflow allows staff to safely update customer reservations while maintaining accuracy across capacity, finance, entitlements, reporting, and any connected external systems.

Common amendments include:

• Changing visit dates or sailing dates
• Adjusting ticket quantities (visitors, passengers, vehicles)
• Updating time slots or sailing options
• Recalculating totals, amendment fees, or refunds
• Regenerating updated confirmations

This workflow follows the same clear, guided approach as Create New Orders, ensuring amendments remain structured, auditable, and operationally safe.

Why It Matters

Amending bookings correctly is essential because it:

• Ensures accurate headcount and capacity management (venue slots, sessions, sailings)
• Keeps financial records correct, including refunds, balances, and amendment fees
• Maintains clean customer order history inside Expian
• Prevents duplicated bookings or unrecorded changes
• Allows staff to correct mistakes quickly and support customers confidently
• Reduces operational disruption by ensuring the updated booking reflects live availability

A clean amendment is just as important as a clean new order. It keeps business rules intact and ensures the customer leaves with the right, up-to-date information.

How to Amend an Existing Booking

1. Search for the Booking

From the Reservations Dashboard:

1. Click Search.
2. Enter the booking reference number.
3. Select the correct booking from the results.

[IMAGE: Search for Booking – placeholder]

Callout:Shows how to locate an existing order using Search.

2. View Order Details

After selecting the booking:

• Click View Order Details to open the order summary page.
• (This matches the View Order panel seen in the Create New Orders confirmation flow.)

[IMAGE: View Order Details – placeholder]

Callout:Opens the full order summary, items, payments, and entitlements.

3. Click “Edit Order”

Click Edit Order to enter the amendment workflow.

This loads the same What → Who → When structure used in Create New Orders.

[IMAGE: Edit Order button – placeholder]

Callout:Switches the booking into editable mode.

The Amendment Workflow

The following steps correspond directly to the HRP amendment steps but rewritten in your consistent V3 format.

4. Amending Ticket Quantities (Who)

You can amend quantities for:

• Visitors (Adults, Children, Concessions)
• Passengers / Vehicles (Travel)
• Event attendees
• Ancillary items (if configurable)

To change quantities:

• Type in the new number, or
• Use the + / – icons.

[IMAGE: Amend Quantities – placeholder]

Callout:Edits individual ticket lines.

Example – Attractions

A family calls to add an extra child for the 11:00 entry slot. Increase the Child quantity from 1 → 2.

Example – Travel

A customer changes their vehicle from a car to a van. Remove the Car line and add the Van product category.

5. Amending Visit Dates / Journey Dates (When)

To change the date:

1. Click When
2. Choose the new date from the calendar
3. Select a new time slot or session if prompted (Attractions/Events)
4. Or select a new sailing if Travel options appear

[IMAGE: Amending Dates – placeholder]

Callout:Calendar selector showing available dates.

6. Selecting Available Options (Travel Only)

After changing a travel date:

• Select the new sailing or route option
• Adjust the Return toggle if required
• Confirm available journey products refresh automatically

[IMAGE: Travel Available Options – placeholder]

Callout:Sailing/route options updated based on the new date.

7. Click “Confirm Changes”

Once all modifications are made, click Confirm Changes.

[IMAGE: Confirm Changes – placeholder]

Callout:Updates the cart with all amendments.

8. Review Payment Differences

Expian automatically recalculates:

• New total
• Refund amount (if applicable)
• Additional balance due
• Any Amendment Fees (if configured under Building Blocks → Terms & Amendment Fees)

[IMAGE: Payment Difference – placeholder]

Callout:Shows any additional payment or refund owed.

9. Review the Updated Cart

The Cart (right-hand panel) displays:

• Updated tickets
• Updated date/time/sailing
• Subtotal and totals
• Applied amendment fees
• Any discounts or vouchers still applicable

[IMAGE: Updated Cart – placeholder]

Callout:Reflects all amended booking details.

10. Proceed to Checkout

Click Checkout to move into payment options.

[IMAGE: Checkout button – placeholder]

11. Continue to Payment

Click Continue to Payment.

[IMAGE: Continue to Payment – placeholder]

12. Choose Payment Method

Options will match client configuration (e.g., Via Email, Card, Invoice, External).

For HRP flow, the documented example uses Via Email:

• Select Via Email
• Choose the time allowance for the guest to complete payment
• Click Send Email

[IMAGE: Via Email Payment – placeholder]

Callout:Sends a secure payment link.

13. Completed Amendment

Once payment is completed (or refund processed):

• The confirmation page appears
• Click Show (as per HRP doc step 16) to view the updated booking
• A new confirmation email is automatically sent to the customer

[IMAGE: Updated Confirmation – placeholder]

Best Practices

• Always confirm What / Who / When before saving changes
• For Travel, always reselect the correct Available Option after date changes
• Ensure the customer email is correct before sending payment links
• Review amendment fees so customers are aware before completing payment
• For large group or operationally sensitive bookings, make notes in the order
• If a booking includes multiple product types, update each line carefully
• Avoid deleting and re-adding items unless absolutely necessary

Feature Highlights

Summary

The Amend Existing Booking flow gives staff a clear, structured, and safe method to update bookings while maintaining accuracy across capacity, payments, and reporting.

It mirrors the familiar Create New Orders experience, ensuring:

• A consistent user flow
• Reliable financial outcomes
• Correct customer data
• Updated confirmations
• Accurate capacity
• Full auditability

This process reduces errors, supports customer service, and protects operational integrity.

HRP applies amendment fees when changing tickets

Date change triggers new outbound/return sailings

Reduces training needs

Updated Sailing Options

General

Feature

Via Email Payment

Why It Matters

Example

Real-Time Capacity

Add-ons

Amendment Fees

Payment

General

Changing quantities recalculates the subtotal

Updates balance or refund instantly

Category

Only shows dates/times with availability

Same structure as Create New Order

Travel

Staff amend an admission or ferry crossing using identical steps

Added automatically when applicable

Description

Only valid sessions appear after date change

Customer receives link to pay difference

Recalculated Totals

Sends secure payment link

Guided Amendment Flow

Maintains business rules

Ensures financial accuracy

Prevents overbooking

Keeps journey routing correct

Supports remote completion

Refreshes sailing options after date change

Payment