Change or Cancel Bókun Bookings on WhatsApp
This recipe handles requests to move or cancel a Bókun booking on WhatsApp, within your policy. Part of connecting Bókun to WhatsApp and AI chat.
What happens today
A guest messages on WhatsApp that their flight changed and they need to move tomorrow’s tour to Friday. Someone has to find the booking in Bókun, check Friday’s availability and edit it. If nobody sees the message in time, the guest becomes a no-show and the seat on Friday goes to someone else.
The flow that works
- AeroChat asks for the booking reference and the email the guest booked with.
- It finds the booking in Bókun and confirms the experience, date and number of people.
- If they want another date, it checks Bókun for availability and edits the booking to the departure they pick.
- If they want to cancel within your policy, it cancels the booking in Bókun.
- Anything outside the recipe goes to your team with the booking reference attached.
The recipe
Copy this into AeroChat
When someone asks to change or cancel a booking, follow these steps.
- Ask: “Can you share your booking reference and the email you booked with?”
- Find the booking in Bókun and confirm the experience, date, start time and number of people with them.
- If they want a different date or time, check Bókun for availability for the same experience and group, offer the three closest departures with space, and edit the booking to the one they pick. Tell them if the price changes.
- If they want to cancel and the departure is more than 24 hours away (example), cancel the booking in Bókun and confirm it. Tell them our refund policy from the knowledge base.
- If the departure is less than 24 hours away, explain our policy and hand the conversation to our team with the booking reference.
- If they want to change the number of people, check availability for the new group size first, then edit the booking.
Only change a booking for the person whose booking reference and email match. Never share another person’s booking. Reply in the customer’s language.
Change the cancellation window to match your own policy before you paste it.
What to connect
- Bókun. Create a booking channel for chat bookings. Then open Settings, Connections, API Keys, add a key for that channel with a user role that can edit and cancel bookings, and copy the access key and secret key. Paste both in when AeroChat asks.
- Your knowledge base. Upload your change and refund policy to AeroChat so its answers match what you tell guests.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Bókun, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Bókun’s public documentation, the checklist asks you to check it once against the current docs.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- How close to the departure a guest can still change or cancel in chat.
- Whether AeroChat can change the group size, or only your team.
- Who gets the conversation when a request falls outside the policy.
The result to expect
Guests who need to move a booking get it done in the chat while there is still space, instead of becoming no-shows. Every change is made in Bókun, so your schedule and resellers see the same seats.
Measure it with your own numbers: bookings moved from chat, and no-shows, for a month before and after.
Next: book tours and activities from WhatsApp.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Bókun connection behind it. See what each channel does on the Bókun integration page.
Move your first booking from chat
Paste the recipe, add your Bókun keys, and ask your own WhatsApp number to move a test booking by one day.