Bookings must first be checked by the Online Travel Agent (Rakuten Travel Xchange partner) or customer and then be rebooked (potentially at a different price). Please encourage your customer to:
Step 1: Check to make sure if the original booking is refundable.
Step 2: If the original booking is refundable, please go ahead and make a new booking (the amended booking).
Step 3: Cancel original booking.
In certain instances, the customer may wish to cancel the original booking and incur a penalty (as per the terms of the original booking) before making the new booking.