Turn cancellations into future bookings with strategic follow-up emails that show empathy and understanding. When customers cancel their holidays, they’re often dealing with disappointment or unexpected circumstances \u2014 the perfect opportunity to demonstrate care while keeping your brand top of mind. <\/p>\n\n\n\n
For example, a travel company sends supportive messages at 1 day, 21 days, 80 days, and 11 months post-cancellation, gradually transitioning from empathy to gentle reengagement. It’s relationship marketing that pays dividends.<\/p>\n","protected":false},"featured_media":72490,"parent":0,"menu_order":0,"template":"","use_cases_channels":[1292],"use_cases_goals":[1305],"use_cases_products":[1309],"use_cases_industries":[1315,1314],"use_cases_metrics":[1319,1327,1320],"use_cases_tags":[1330],"use_cases_pre_built":[1334],"class_list":["post-72354","use_cases","type-use_cases","status-publish","has-post-thumbnail","hentry","use_cases_channels-email","use_cases_goals-reactivate-customers","use_cases_products-marketing-automation","use_cases_industries-hospitality-restaurants","use_cases_industries-travel-transporation","use_cases_metrics-conversion-rate","use_cases_metrics-retention-rate","use_cases_metrics-revenue","use_cases_tags-email","use_cases_pre_built-yes"],"acf":{"subtitle":"Reengage Customers Who Canceled a Trip With Empathetic, Timed Emails","x_position":8,"y_position":226,"gallery_images":[73827],"why_marketers_love_title":"Why Marketers Use Bloomreach for Post-Cancellation Email Journeys","why_marketers_love_content":"Customer cancellations represent lost revenue and broken relationships, but they also present opportunities for future bookings when handled with care. Travel marketers especially struggle with timing-sensitive follow-ups while respecting customer emotions and consent preferences.\u00a0<\/span>\r\n\r\nWith Bloomreach Engagement, you can automate empathetic post-cancellation sequences that verify consent before each touchpoint, confirm no rebookings have occurred, and personalize messaging based on cancellation reasons. This commerce-first approach helps you maintain positive relationships during difficult moments while strategically positioning for future conversions.<\/span>","campaign_variants_title":"Get Inspired: Run Follow-up Flows After Cancellations","campaign_variants_bottom_media":false,"media_section_media_type":"self_hosted","media_section_self_hosted_media":null,"media_section_vidyard_uuid":"","campaign_variants":[{"tab_label":"Email Flow","tab_title":"Post-Cancellation Follow-up Email Flow","tab_icon":"email","pre_built":true,"tab_content":"Reengage customers who cancelled their holidays through a strategic series of empathetic follow-up emails. This prebuilt campaign sends personalized messages at 1 day, 21 days, 80 days, and 11 months post-cancellation, with automatic consent verification and rebooking confirmation before each touchpoint.<\/span>\r\n\r\nPersonalized follow-up emails post-cancellation have become standard practice, addressing customer preferences and reasons for cancellation to enhance engagement rates. Empathetic messaging is crucial to maintaining positive relationships and encouraging future bookings \u2014 especially during global uncertainties.<\/span>\r\n\r\nThese practices help improve rebooking rates and strengthen customer loyalty while demonstrating genuine care during difficult moments.<\/span>\r\n\r\nSee Documentation<\/a>","quote":"\u201cPersonalized follow-up emails post-cancellation have become standard, addressing customer preferences and reasons for cancellation to enhance engagement rates. Empathetic messaging is crucial to maintaining positive relationships and encouraging future bookings, especially during global uncertainties like pandemics. These practices help improve rebooking rates and strengthen customer loyalty.\u201d","quote_name":"","quote_position":"","media_type":"self_hosted","self_hosted_media":"","vidyard_uuid":""}],"how_it_works_title":"How It Works","how_it_works":[{"item":"Set up automatic triggers that activate when a customer cancels their booking, capturing cancellation date and reason to personalize future communications.<\/span>"},{"item":"Send the first empathetic email within 24 hours, acknowledging their disappointment while expressing understanding and offering support or flexible rebooking options.<\/span>"},{"item":"Before each subsequent email, verify customer consent preferences and confirm no rebooking has occurred to ensure relevant messaging.<\/span>"},{"item":"Send the third email at 80 days with more proactive reengagement content, showcasing new destinations or special offers tailored to their original travel preferences.<\/span>"},{"item":"Execute the final email at 11 months post-cancellation, positioning your brand as their trusted travel partner for future adventures with compelling incentives.<\/span>"}],"case_studies_title":"","case_studies_subtitle":"","case_studies_item":"","case_studies_content":"","target_audience_title":"Target Audience for Cancellation Follow-up Campaigns","target_audience_content":"Travel companies, hospitality brands, and tour operators managing booking cancellations. Particularly valuable for businesses dealing with high-value, emotional purchases where cancellations create disappointment.\u00a0<\/span>\r\n\r\nEssential for brands prioritizing long-term customer relationships over immediate conversions.<\/span>"},"_links":{"self":[{"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/use_cases\/72354","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/use_cases"}],"about":[{"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/types\/use_cases"}],"version-history":[{"count":1,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/use_cases\/72354\/revisions"}],"predecessor-version":[{"id":72362,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/use_cases\/72354\/revisions\/72362"}],"acf:attachment":[{"embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/media\/73827"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/media\/72490"}],"wp:attachment":[{"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/media?parent=72354"}],"wp:term":[{"taxonomy":"use_cases_channels","embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/use_cases_channels?post=72354"},{"taxonomy":"use_cases_goals","embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/use_cases_goals?post=72354"},{"taxonomy":"use_cases_products","embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/use_cases_products?post=72354"},{"taxonomy":"use_cases_industries","embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/use_cases_industries?post=72354"},{"taxonomy":"use_cases_metrics","embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/use_cases_metrics?post=72354"},{"taxonomy":"use_cases_tags","embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/use_cases_tags?post=72354"},{"taxonomy":"use_cases_pre_built","embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/use_cases_pre_built?post=72354"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}