Customer self-service booking modification and cancellation

Purpose

1.1. Enable passengers to autonomously modify or cancel airport shuttle bookings online, via app, SMS, email, social, or IVR, minimizing manual intervention, reducing operational bottlenecks, and ensuring real-time seat availability updates across systems, accounting, and driver dispatch.
1.2. Deliver instant confirmations, initiate automated refund or change-fee processes, update manifest, fleet, and CRM records, and trigger contextual notifications and satisfaction surveys as part of a seamless self-service journey.

Trigger Conditions

2.1. Customer initiates change or cancellation using booking reference on web portal, mobile app, SMS, email, or phone IVR.
2.2. Customer reply identified by pattern match (e.g., “change booking,” “cancel pickup”).
2.3. System receives webhook/API push from partner channels (OTA, travel agents) confirming alteration/cancellation.
2.4. Change window (e.g., 12 hours before scheduled pickup) and eligibility (ticket type, refund rules) validated automatically.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: SMS webhook for inbound change/cancel requests; configure keyword mapping and automated reply flows.
3.2. SendGrid
• Feature/Setting: Inbound Parse Webhook for email-based booking changes/cancellations with auto-extract, route, and template response.
3.3. Salesforce Service Cloud
• Feature/Setting: Service Console workflow and REST API for case auto-creation and update/close on modifications.
3.4. Zendesk
• Feature/Setting: Ticket triggers and API for email/chat/SMS booking changes, automation using custom fields.
3.5. Freshdesk
• Feature/Setting: Scenario Automations auto-read incoming requests and update/cancel bookings via API plug-in.
3.6. HubSpot
• Feature/Setting: Conversations API for email/chat triggers; Workflow automation to sync change/cancel events with CRM timelines.
3.7. Intercom
• Feature/Setting: Messenger bot triggers and conversation data capture for self-service booking changes.
3.8. Microsoft Power Automate
• Feature/Setting: Email/SMS/Teams connector triggers and integration with reservation system APIs for status change.
3.9. Google Dialogflow
• Feature/Setting: NLP agent with webhook fulfillment for natural language booking change/cancel requests over chat or voice.
3.10. Shopify
• Feature/Setting: Custom app with Storefront API for order edits/cancellations; webhook-based update to shuttle system.
3.11. Stripe
• Feature/Setting: PaymentIntent API for automated refund initiation and webhook for status confirmation post-cancellation.
3.12. Zapier
• Feature/Setting: Multi-service triggers to detect booking changes in email or forms and push updates via reservation system API.
3.13. Slack
• Feature/Setting: Slash command with webhook to trigger change/cancel flows or notify ops, plus bot confirmation to user.
3.14. Oracle CX
• Feature/Setting: Incident automations with REST endpoint call to shuttle booking system for real-time modification.
3.15. QuickBooks
• Feature/Setting: Accounting API for automatic issuance/voiding of invoices/refunds on booking cancel/modify.
3.16. Facebook Messenger
• Feature/Setting: Messenger bot using webhook for interactive self-service, status update API to reservation engine.
3.17. WhatsApp Business API
• Feature/Setting: Webhook for inbound “change”/“cancel” booking messages, automated response and booking API call.
3.18. Amazon Connect
• Feature/Setting: IVR flow integrating Lambda for live booking checks/modifications using spoken prompts; auto-fallback to agent.
3.19. ServiceNow
• Feature/Setting: Flow Designer to catch booking service requests and call external API for action/confirmation.
3.20. Google Sheets
• Feature/Setting: Script or webhook endpoint to capture change/cancel requests from forms and update the master roster sheet.

Benefits

4.1. Dramatically reduces manual labor, call center volume, and error rates by empowering users to handle changes instantly.
4.2. Ensures real-time update and synchronization of booking, driver, payment, and communication systems.
4.3. Improves passenger experience, increases loyalty, and provides actionable analytics on change/cancel drivers.
4.4. Scales efficiently during peak travel periods without incremental cost or delays.