Manage bookings with Booking Protection

Making a claim

When a customer makes a successful claim, they will be paid back the full price of their booking up to the value of the original booking excluding the Booking Protection fee. For this reason, Easol will automatically cancel the corresponding booking as soon as Cover Genius has reported a successful claim to us. If a booking is cancelled due to a claim, Easol will also add a booking timeline note to document the reason for the cancellation. Upon the booking cancellation, any tickets will be void and the stock will be released automatically if the Variant is still on sale.

Claims are managed directly by Cover Genius. Customers can submit a claim at XCover Claims. The Claims Centre will summarise all communications, claim status, and payout status.

Cancelling Booking Protection

Customers have the option to cancel their protection within 14 days after they purchase their coverage. Customers can do this directly in their XCover account.

Adding or removing products on the booking

When a customer’s booking is changed in such a way that the booking total increases, their Booking Protection isn’t modified and will therefore only provide coverage up to the original booking amount.

Event cancellation

If your event is cancelled, the customer is eligible for a refund of their Booking Protection cost. Customers can request this directly from Cover Genius. If your event is rescheduled, the booking protection policy needs to be updated, which the Easol team will assist with as part of rescheduling your event.

Booking cancellation

If the booking is cancelled, the customer will not be eligible to receive a refund through their Booking Protection.

Refunds

Refunds can be submitted as normal on the booking, up to the booking total excluding the Booking Protection fee.

Booking transfer

If the booking is transferred, the booking is not protected for the new owner.

Financial Reporting

Booking Protection is not reported as part of your business’s revenue and will be excluded in all of your Easol reporting with the exception of the Attempted and Completed Payments Report, where any Booking Protection fees will be included in the customer payment amount. Booking Protection is a service paid for by the customer, therefore, the Booking Protection fee is captured within the amount paid by the customer.  

Customer Support

If customers have any questions about their booking protection or Cover Genius account, they can find the answers they may be looking for via our curated Easol help centre on Cover Genius, XCover Help.