Use Dispatch to create a reservation, prepare a quote, or process a quote request. Before saving, confirm that you are working with the correct passenger or account and that the trip details match the request.
Start a booking
- Select New Booking.
- Enter the passenger or account, pickup date and time, route, service details, and passenger count.
- Review pricing, payment information, notes, and any affiliate details that apply. Check the Cancellation Policy and Confirmation email sections described below.
- Choose the save action that matches the work:
- Save creates the booking and finishes the current draft.
- Save as Quote keeps the trip as a quote instead of a confirmed reservation. Tick Send quote offer in Confirmation email to email the quote with an accept link to the selected recipients. The quote must be priced and at least one recipient ticked.
- Save and Copy saves this booking and starts a copy for a similar trip. Review every copied value before saving the new trip.
- Save and Return saves the booking and starts a return-trip draft with the stops reversed. Review the new pickup time, every stop, and any airport details before saving the return trip.
Do not use Save and Copy to replace a trip that appears missing. Check the date, board filters, and current view first.
Choose who receives the confirmation
On a new booking, Confirmation email lists the Passenger, Booker (or Passenger - Booker when they are the same person), and Account contact with their email addresses. Recipients with an address start ticked. Customers who opted out of booking confirmation emails are marked with an alert icon and start unticked. Untick anyone who should not receive it, or enter another address in Add address and select Add. A save can email at most 10 recipients.
If nobody is ticked, the confirmation goes to the passenger and booker as usual. If new Backoffice bookings wait for review, the confirmation goes to the passenger and booker when the booking is accepted. The section is not shown when editing a saved booking; use Send to email a document instead, as described in dispatch communications.
Check the cancellation policy
Once the trip is priced, Cancellation Policy appears below Charges. It shows the policy name, the free window (for example, “free until 24h before pickup”), the fee summary, and a chip showing where the policy came from: Rate plan default, Account default, Passenger default, Booker default, or Chosen for this booking. Hover over the information icon to see the wording the customer reads.
While creating or editing a booking, open the list to choose another policy from the rate plan. Suggested for this booking shows the rate plan default and any account, passenger, or booker default; All policies shows the rest. Account, passenger, and booker defaults come from the Default Cancellation Policy on the customer record. Policies themselves are managed in Studio; see cancellation policies.
Use the suggested pickup time for a departing flight
When the drop-off is an airport and the stop has a commercial flight, the flight block shows Suggested pickup time with Apply. The suggestion is the flight’s departure time, using the estimated time when it differs from the schedule, minus 2 hours and minus the route’s drive time. It shows a date when the suggestion falls before the departure day, and In the past when that time has already passed.
Select Apply to set the pickup time, then check it against the customer’s request before saving. A cancelled flight shows “Flight cancelled - no pickup time suggestion”, and a flight with no details found shows “No flight details available”.
Check saved pickup instructions
Selecting a saved passenger or account address as the pickup copies its saved pickup instructions into the pickup’s note for the driver. Review the note and use Edit note to adjust it for this reservation before saving.
The automatic copy applies to the pickup only. Choosing the same saved address as a stop or drop-off does not add those instructions. A Google address or recent stop does not receive this saved-address prefill. Replacing the pickup derives the note from the new address choice, so recheck it after changing the route.
Process a quote request
- Select Quotes to open Quote Requests.
- Search or filter the list, then confirm the passenger, route, pickup time, passenger count, notes, and displayed price.
- Choose the appropriate action:
- Send Offer sends the current offer. If an offer has already been sent, the action becomes Resend Offer.
- Process Quote opens the quote in the booking workflow so you can review and complete it.
- Reject marks the request rejected. Confirm that rejection is intended before using it.
An offer cannot be sent without a price. If Send Offer or Resend Offer is unavailable, add or correct the price before trying again.
A rejected quote cannot be offered again. Send Offer and Process Quote are unavailable, and emailing the Quote document from Send is refused. Create a new quote to offer a new price.
Review before dispatching
Open the saved reservation from Dispatch and verify the information that drives the trip:
- Service date and local time.
- Pickup, stops, and destination.
- Passenger and account context needed for operations.
- Requested vehicle or service type.
- Notes that are appropriate for operational use.
- Current assignment, status, and any attention indicator.
If the reservation conflicts with a customer instruction or an operational policy, resolve the source information before assigning. Continue with Assign resources and manage trip status only after the booking details are correct.
For an affiliate trip, also check the partner’s References and Charges on the booking. An agreed affiliate price, the amount the affiliate reports, and the customer price serve different purposes. Use the affiliate workflow to review differences before accepting a changed price.
Read back a phone booking
If your company enables readback, saving opens a dialog before the booking is sent. Review Script or Details and check highlighted missing values. For a priced trip, Cancellation policy shows the applied policy read-only; to change it, return to the booking. Terms and conditions shows a version number and date with Show terms (the live version for a new booking, or the version the booking already has when editing), your external terms link, or No terms published. The terms come from Settings → Reservations → Terms and Conditions; see terms and conditions. Back to edit returns without saving; Save booking confirms the original save action.
Administrators configure this at Settings → Reservations → Booking readback. Off is the default. On first save applies to new bookings; On every save also applies to edits. Incoming affiliate bookings do not use this dialog. Choose Opens as → Script / Details and edit Readback script with Insert tag to add booking values. Save the script after editing.
For an hourly booking, check the duration on the route badge and the rate per hour × billed hours below Base Fare. These explain the saved charge; changing a note does not change the billed duration.