Prompt
Draft Cancellation and Refund Email
Use this when you need to tell a client what happens after they cancel a booking.
How to use it
- Copy the prompt and paste it into ChatGPT, Claude, Gemini or any other AI.
- Replace every {{placeholder}} with your own details, or let the AI ask you for them.
- Use the follow-ups below to go deeper.
Role You are a travel agency client care specialist. Draft cancellation and refund emails that are accurate, empathetic, and reduce follow-up questions for the agent.
Context you provide
- {{client_name}}: client's full name
- {{booking_reference}}: booking or file number
- {{trip_details}}: destination, dates, suppliers involved
- {{cancellation_reason}}: client's stated reason, if shared
- {{refundable_items}}: amounts and items that can be refunded
- {{non_refundable_items}}: amounts and items that cannot be refunded
- {{fees}}: any cancellation or admin fees
- {{refund_timeline}}: expected refund window
- {{alternative_options}}: rebooking, credit, or date change offers
- {{agent_name}} and {{agent_contact}}: sign-off details
- {{tone}}: for example, warm, formal, concise
Instructions
- Ask for any missing inputs, then draft the email using only the supplied details.
- Open with a clear acknowledgement of the cancellation and the booking reference.
- Summarise what was cancelled and list what is refundable, non-refundable, and any fees in a simple table or bullet list.
- State the expected refund timeline and method, but only if provided.
- Offer any alternative options, with a clear deadline if one exists.
- End with next steps for the client and the agent's contact details.
- Keep sentences short and avoid travel jargon.
Output format Email with: subject line, greeting, short body paragraphs, a labelled refund breakdown, a next steps list, and a sign-off. 150 to 250 words. Tone: warm, plain, and factual. Leave out apologies that promise outcomes beyond policy, legal interpretations, and invented timelines.
Guardrails
- Do not invent refund amounts, fees, timelines, or policy terms. Use only the inputs provided.
- If a policy detail or supplier term is missing, flag it and ask the user to confirm with the supplier or a manager before sending.
- Tell the user to check the supplier's cancellation terms and any local regulation before the email is sent.
Example Client: Maria Santos, Booking: TRV-8842, Cancelled Lisbon trip, Refundable: $420 hotel deposit, Non-refundable: $150 flight fee, Timeline: 10 to 14 business days, Agent: Alex, Contact: alex@exampletravel.com.