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Post-Cancellation Follow-up Flow

Reengage Customers Who Canceled a Trip With Empathetic, Timed Emails

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 — the perfect opportunity to demonstrate care while keeping your brand top of mind.

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.

Channel

01/02

Products:

Marketing Automation

Industries:

Hospitality & Restaurants Travel & Transporation

Goal:

Reactivate Customers

Metrics:

Conversion Rate Retention Rate Revenue

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Why Marketers Use Bloomreach for Post-Cancellation Email Journeys

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.

With 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.

Get Inspired: Run Follow-up Flows After Cancellations

Email Flow

Post-Cancellation Follow-up Email Flow

Prebuilt Use Case

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.

Personalized 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 — especially during global uncertainties.

These practices help improve rebooking rates and strengthen customer loyalty while demonstrating genuine care during difficult moments.

See Documentation

“Personalized 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.”

How It Works

Set up automatic triggers that activate when a customer cancels their booking, capturing cancellation date and reason to personalize future communications.

Send the first empathetic email within 24 hours, acknowledging their disappointment while expressing understanding and offering support or flexible rebooking options.

Before each subsequent email, verify customer consent preferences and confirm no rebooking has occurred to ensure relevant messaging.

Send the third email at 80 days with more proactive reengagement content, showcasing new destinations or special offers tailored to their original travel preferences.

Execute the final email at 11 months post-cancellation, positioning your brand as their trusted travel partner for future adventures with compelling incentives.

Target Audience for Cancellation Follow-up Campaigns

Travel companies, hospitality brands, and tour operators managing booking cancellations. Particularly valuable for businesses dealing with high-value, emotional purchases where cancellations create disappointment.

Essential for brands prioritizing long-term customer relationships over immediate conversions.