postbooking

Postbooking refers to the phase following a customer’s written or electronic booking for a service, such as travel, hospitality, or events. It includes the set of activities that occur after a booking is confirmed but before the service is delivered, aiming to ensure accuracy, readiness, and a smooth customer experience.

Typical postbooking processes include confirmation and receipt delivery, payment settlement or invoice generation, allocation of resources (room, seat, or timetable slots), and the dissemination of policy information (cancellation, changes, refunds). It often involves updating reservations in booking engines, channel managers, property management systems, and customer relationship management systems to reflect changes.

Communication and support are central: automated and personalized messages with itineraries, reminders, and instructions; handling changes or interruptions; offering ancillary services or upgrades where appropriate. Postbooking also covers administration such as issuing tickets or travel documents and coordinating with partners (airlines, suppliers).

Data handling and measurement: postbooking data is synchronized across systems and subject to privacy and payment security standards. Metrics commonly tracked include postbooking cancellation rate, refund processing time, no-show rate, upgrade uptake, and customer satisfaction with the postbooking experience.

In practice, postbooking workflows vary by industry and platform but share a focus on reliability, transparency, and proactive service after the initial booking.