ALG Vacations^® has implemented a process whereby our top-producing agencies have the option to add their own agency cancel fee to the ALGV brand’s customer invoice at the time of booking. This process is exclusive to ALGV Elite Agencies who are Elite Sapphire, Elite Sapphire Select, Elite Emerald, Elite Diamond, or Elite Diamond Preferred. Agencies who have earned preferred status are entitled to take advantage of this exclusive feature for the other ALGV brands by completing and submitting the form.

 

 

Frequently Asked Questions

What if the agent forgets to add the activation feature before canceling?

The cancel fee cannot be added after the booking has been canceled. There can be no exceptions to this due to the accounting process. The cancel penalty will be forfeited. 

 

 

Can an agent decide not to add the activation feature before they cancel if they decide not to collect a cancel fee? 

Yes. If the cancel fee activation feature is not added, the fee will not be processed by accounting.

 

 

Can an agent add the activation feature for a cancel fee if they did not add the cancel fee notification feature line item at the time of booking?

No. The travel agent must include the cancel fee notification feature so that the cancel fee is disclosed at the time of booking. This is agreed upon by the agency at the time that they sign up for the program.

 

 

Can the dollar amount of the cancel fee be changed later? (Increase/Decrease) 

The agency can choose to select a lower value for a cancel fee when they select the feature for the Agency Cancel Fee Activation prior to canceling, but they cannot select a higher value.

 

 

What happens if there are two rooms on a booking and only one room cancels?

The cancel fee is per booking so would be applied only if the entire booking is cancelled. The best practice would be to make separate bookings for each room.

 

 

What happens if we have not collected enough money to cover the cancel fee?

By signing the agency agreement to participate in the program, the agency agrees to advise customers of the cancellation fee at time of booking. Once the agency fee activation feature is added at time of cancellation, the travel agent will need to apply payment to the appropriate credit card to cover this fee.

 

 

What if the customer puts in a chargeback for the cancel fee?

ALGV will dispute the chargeback using the Agency Cancel Fee notification line item as back-up. If we lose the chargeback, we will invoice the travel agency. A best practice for the agency would be to collect a signature acknowledging the cancel fee.

 

 

Who is responsible for ensuring the customer agrees to the agency cancel penalties?

The travel agency is responsible for ensuring the customer agrees to the agency cancel penalties at the time of booking.

 

 

If the customer booked a non-refundable hotel, can the agency still charge a cancel fee?

Yes, an additional agency cancel fee can be charged.

 

 

Will the agency still receive their commission, SYOC (set your own commission) and a cancel fee if the booking cancels?

If the booking is non-refundable, the agency will be eligible to receive their commission, any SYOC agency service fee and the agency cancel fee. If the booking is refundable, the agency will only be able to collect the agency cancel fee.

 

 

Will an agency be able to add a cancel penalty if the booking has Travel Protection Plus (TPP)?

Yes.

 

 

How does this work if an agent sells the TPP travel credit option?

It would follow the regular process for agency cancel fee.

 

 

What happens if the customer changes their dates rather than cancels?

A cancel fee will not be applicable as this is a change rather than a cancellation. The travel agent could increase the SYOC amount to the booking if they so choose.