If a customer starts a booking on my website but does not finish it, can I see it and follow up with them?

Yes, in most setups you can see the bookings your customers started but never finished, and use them to follow up. A portal records the searches and the part completed bookings that pass through it, so instead of only seeing the sales that went through, you also get a view of the people who got close and then stopped.

What you actually see depends on how far the customer went. Usually you get the route or the city, the travel dates, how many passengers and where in the process they dropped off, whether that was at the results page, the traveller details form or the payment step. If they typed a name, an email or a phone number before they left, that comes through too and gives your team something to work with. If they never entered any contact details, there is nothing to call, and the record is only useful as a pattern rather than as a lead.

Be careful about two things. The fare or the room they were looking at may no longer be available or may cost something different when you call them back, because live prices keep moving, so treat it as a fresh quote rather than a saved deal. You also need to follow the marketing and privacy rules in your own country about contacting people who did not complete a purchase, and that responsibility sits with you and not with the platform.

Have a look at where most of your drop offs happen before you start chasing individual customers, because a lot of stalled bookings at the same step usually points to something on that page rather than to a change of mind.