How to Cancel a Shift and Late Cancellation Fees Explained
By Eugene Bojé, Founder of Airlocum
⚠️ Key points Cancelling 5 or more days before a shift is always free. Fees apply from 5 days before the shift and increase the closer you cancel. No-shows result in the highest fee and may lead to account suspension. Fees are taken automatically from your Stripe account. Genuine emergencies are reviewed individually — contact support as soon as possible. |
When a locum cancels with short notice, the practice is left with a gap in their diary and patients already booked in. Airlocum then has to contact locums to find emergency cover — sending dozens of SMS and email notifications to fill the shift. The cancellation fee structure reflects the real impact of late cancellations on practices and on the reliability of the platform. The earlier you cancel, the lower the fee - and the more likely we can find a replacement before the practice is affected.
How Do I Cancel a Shift?
Step by step: 1. Go to your Bookings page. 2. Tap the ⋯ icon on the far right of your booking. 3. Select your reason from the dropdown menu. 4. Add a message (optional but helpful for the practice). 5. Confirm cancellation. |
The practice is notified immediately, and Airlocum’s system automatically starts finding them a replacement.
What Are the Cancellation Fees?
Dental Nurses & Receptionists
When you cancel | Fee |
5 or more days before shift | Free ✅ |
1 to 5 days before shift | £12 |
Under 24 hours before shift | £24 |
Under 12 hours before shift | £40 |
No-show (did not attend) | £50 + possible account suspension |
Hygienists, Therapists, Orthodontic Therapists & Dentists
When you cancel | Fee |
5 or more days before shift | Free ✅ |
1 to 5 days before shift | £20 |
Under 24 hours before shift | £45 |
No-show (did not attend) | £60 + possible account suspension |
💡 The same cancellation costs nothing at 6 days, but costs £40 (nurses) or £45 (hygienists/dentists) at 11 hours. If you know you can’t make a shift, cancel immediately rather than waiting. |
How Are Cancellation Fees Charged?
Cancellation fees are taken automatically from your Stripe account at the time of cancellation. You don’t need to take any action — the charge is processed without requiring manual payment. You’ll receive a notification confirming the fee amount at the time it’s applied.
What Happens If I Don’t Show Up?
🚫 No-shows are treated seriously Not attending a shift without cancelling — or providing less than 2 hours’ notice — is treated as a no-show. This results in the highest cancellation fee and may lead to immediate account suspension. If something prevents you from attending, always cancel through the app first — even at the last minute. A late cancellation is always better than a no-show, both for the practice and for your account. |
How Do Cancellations Affect My Reliability Score?
Every cancellation — particularly late cancellations and no-shows — affects your reliability score. This is one of the key factors that determines how early you’re notified when practices post new shifts.
Your reliability score is calculated from your last 10 shifts.
Each cancellation reduces your score. Consistent performance rebuilds it.
The minimum reliability score to remain active on Airlocum is 80%.
A lower reliability score means later wave notifications and fewer booking opportunities.
One cancellation doesn’t define your record. Consistent performance going forward rebuilds your score quickly.
What If I Need to Cancel Due to a Genuine Emergency?
Life happens. If you’re facing a genuine emergency (medical, family crisis, etc.):
Cancel through the app first. This gets the fastest help to the practice and starts the replacement search immediately.
Then contact support. Open live chat at airlocum.co.uk and ask to speak to a person. Or email [email protected] or call 07716 580305.
Explain what happened. Each case is reviewed individually and a partial refund may be considered.
The sooner you contact us, the more options are available — including the possibility of finding cover before a fee is triggered.
How Do I Avoid Cancellation Fees?
Check your calendar before accepting a shift. Make sure you’re genuinely available for the full day, including travel time.
Cancel as early as possible. Cancellations 5+ days before a shift are always free. The earlier you act, the lower or zero the fee.
Don’t accept shifts you’re unsure about. It’s better to decline a request than to accept and cancel later.
If in doubt, contact support before cancelling. We may be able to help resolve the situation without a cancellation.
Frequently Asked Questions
Can I dispute a cancellation fee?
If you believe a fee was charged in error, contact support within 48 hours. We’ll investigate and resolve it.
How do I know what fee will apply before I cancel?
When you start the cancellation process, the applicable fee is shown before you confirm. You can see the fee amount and decide whether to proceed.
Will one cancellation get me suspended?
No. Account suspension is reserved for no-shows and repeated late cancellations that demonstrate a pattern. A single cancellation affects your reliability score but won’t result in suspension.
My reliability score dropped — how do I rebuild it?
Your reliability score is based on your last 10 shifts. Complete your next shifts without cancelling and your score will recover. Aim for 90%+ to stay in early notification waves.
What counts as a no-show?
Not attending a shift without cancelling, or providing less than 2 hours’ notice before the shift start time. Always cancel through the app — even at the last minute — rather than simply not showing up.
Why are fees different for different roles?
Hygienists, therapists, and dentists typically command higher hourly rates and are harder to replace at short notice. The fee structure reflects the greater impact on practices when these roles cancel late.
Questions about cancellation policies? Support is available via live chat — ask to speak to a person at any time.
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