Frustrated for a very lone time

I made an online booking and cannot cancel the booking online. Why can't I cancel online like I booked online? I couldn't make the payment and I thought the booking will be automatically canceled so I can make a manual booking. The idea was brilliant but it's not working at all. No joy using the site, frustration at its highest level. The department needs to go back to the drawing board and improve this since it's not working.