Question 1

If my customer asks for a late check in or twin beds, can I send that request to the hotel when I book through your API?

Accepted Answer

Yes, you can send a special request with the booking, but you should be honest with your customer that it is a request and not a guarantee. When you make the booking, there is a notes field where you can type things like a late arrival, a quiet room, twin beds instead of a double, a high floor or a honeymoon stay. That text travels with the booking to the hotel supplier and on to the property itself. What happens after that is out of our hands and out of the supplier's hands too. The hotel decides at check in, based on what rooms they have free that day. Some suppliers also limit how long the note can be, or will only pass it on in English, and a few older connections do not carry free text at all. Where that is the case, you will see the field is not available for that particular hotel or room, so it is worth checking at the time of booking rather than assuming it went through. A few things are better handled as part of the booking itself instead of as a note. Bedding type is often sold as a separate room option, so if twin beds really matter, search for the twin room and book that rather than asking for it afterwards. The same goes for extra beds, cots and meal plans, which usually have their own rates. Anything that costs money, like early check in or parking, is normally settled directly at the property. For a stay where the request is important to your customer, book the correct room type where one exists, add the note anyway, and then ring the hotel a day or two before arrival to confirm it was received.

Question 2

Can I change the look of my white label travel website later, like the colours and the home page pictures, without asking you every time?

Accepted Answer

Yes, most of the everyday look and feel of your white label travel website can be changed by you from the admin area, without sending us a request each time. The parts that are normally in your own hands are the ones you are most likely to want to update through the year. That usually means your logo, your brand colours, the banner images on the home page, the offers or destinations you want to feature, the text blocks that describe your agency, your contact details and social links, and any extra pages you want to add such as an about us page, a terms page or travel articles. You can swap a summer banner for a winter one or push a new destination the week you decide to promote it, and the change shows on the live site. Where it gets less simple is anything structural. Moving the search box, changing how the search results are laid out, building a page type that does not already exist in the software, or asking for a completely custom design are a different kind of job, and those usually need our design team to be involved. Whether that work is included, and how much of it you can have, depends on the plan you are on, so it is worth being clear about that before you commit to a particular look. A few things are also fixed by the supplier side, such as the way certain payment or booking confirmation screens appear. Before you go live, ask us to walk you through the design settings in your admin area so you can see exactly which parts you control, and keep your logo and banner images in the sizes we recommend so your pages look right on both desktop and phone.

Question 3

Can the software send my customers their tickets and reminder emails automatically so my staff don't have to do it by hand?

Accepted Answer

Yes, in most cases the software can send the usual customer emails on its own, so your staff are not copying and pasting confirmations all day. Once a booking is confirmed it can email the ticket or voucher to the passenger, and you can set messages to go out before departure as a reminder, or after the trip to ask for feedback. The emails carry your agency name, logo and contact details, so the customer sees them as coming from you. What you can automate depends on your plan and on how your account is set up. Simple triggers such as booking confirmed, payment received and trip starting soon are usually included, while extra templates or text message and WhatsApp reminders may sit on a higher plan or need a separate messaging account that you pay for. You will also need some help from whoever looks after your domain, so that inboxes accept the emails as genuinely from you rather than treating them as junk. There are honest limits. The software can only send out what the supplier has returned, so if an airline or hotel is slow with a confirmation, the email waits until it arrives. Changes made directly by a supplier, such as a schedule change, are not always passed back in a way that can trigger a message, so your team still needs to watch those and tell the customer. Have a look at the message templates in your admin area, pick the ones you want switched on, and ask us to check your email sending setup before you rely on it for live bookings.

Question 4

If my white label travel website goes down or stops working one day, who do I ring and how quickly does it get fixed?

Accepted Answer

Yes, there is a support channel for exactly this, and the response you get depends on the plan you are on, so it is worth knowing the details before anything goes wrong rather than after. Support is normally raised through a ticket from your own admin panel, which is the quickest route because it tells us straight away which portal is affected and what you were doing when the problem appeared. Most plans also include a direct channel for urgent matters where the site is completely unreachable or bookings are failing for every customer. How fast it gets fixed depends a lot on what has actually broken. If the problem is on our side, something in the portal itself or in the way it is set up, that is ours to fix and we will work it until the site is back. If the problem is a supplier whose system is down or has stopped responding, we can often switch your search over to another supplier you are connected to, but we cannot force a supplier to come back online, and we will tell you plainly when that is the situation rather than leaving you guessing. There is a difference between a full outage and a smaller fault, and the two are treated differently. A site that is entirely down is picked up as a priority. Something like one search option behaving oddly, or a voucher not formatting the way you want, goes into the normal queue and is worked in turn. Turnaround times and whether you have cover outside ordinary office hours are set by your plan, so a busier agency selling late into the evening should check that it has the right level of cover. Before you sign off on your plan, ask what the response times are, whether weekend and evening cover is included, and make sure at least two people in your office know how to raise a ticket so you are not stuck if one of them is away.

Question 5

Can I book a large group of passengers on the same flight through your flight booking API, or do I have to do that offline with the airline?

Accepted Answer

Partly yes, but there is a limit. Airlines and the systems sitting behind the API only allow a small number of passengers in a single booking, and once your party is bigger than that, the airline treats it as a group and handles it through its own group desk rather than through a normal booking request. So small families and small parties are no problem at all, while a coach load of pilgrims or a wedding party is a different process. When the party is only slightly over the limit, the usual workaround is to split it into two or more separate bookings on the same flights. This does work, but you should know what you are accepting. Each booking gets its own reference and is priced on its own, so if the cheaper seats run out part way through, the second booking can come back dearer than the first. You also ticket and pay for each one separately, and the airline does not guarantee that the two bookings will be seated together. For a genuine group, the airline group desk is still the right route in most markets. Group fares, longer time to pay and held seats are things the airlines keep for their group teams, and they are generally not offered through a live booking connection. Whether any of your connected suppliers allow group requests to be raised electronically depends on that supplier and on your plan, so it is not something we can promise across the board. If group work is a regular part of your business, tell us the sizes you deal with and we will confirm what each of your connected suppliers permits, and you can try a booking at the maximum passenger count in the test environment before you quote a customer.

Question 6

Can I send my customer a hotel voucher with my own agency name on it after I book through your hotel booking API?

Accepted Answer

Yes, in most cases you can send your customer a hotel voucher that carries your own agency name and contact details rather than the supplier's. When a hotel booking is confirmed through the API, the supplier sends back the booking reference, the hotel name and address, the room type, the guest names and the check in and check out dates. That information is dropped into a voucher template that you set up once with your logo, your agency name, your contact details and any terms you want the guest to read. The document your customer receives then looks like it came from your business, which is what you want when you are the one they booked with. There are limits worth knowing. Some hotel suppliers insist that their own reference number appears on the voucher, because that is the number the hotel front desk will actually look for at check in, and a few require their name to be shown somewhere as the booking agent. Those rules come from the supplier rather than from us, so if you connect more than one supplier you may find one or two vouchers look a little different from the rest. How much of the template you can edit yourself also depends on your plan, as on some setups we make the changes for you instead of giving you a full editor. The sensible next step is to make a test booking with each hotel supplier you plan to use, look at the voucher it produces, and tell us which parts you want changed so we can confirm what that supplier allows before you start sending vouchers to real customers.

Question 7

Can I add my own tour packages and sightseeing trips to the software, or is it only for flights and hotels?

Accepted Answer

Yes, you can normally sell your own packages and day trips alongside the flights and hotels that come in from suppliers. Most travel agency software has a place where you build your own product yourself, so you type in the name, write the description, upload your photos, list what is included and what is not, set the dates it runs on and set what you want to charge for it. Once you save it, it behaves like any other item in your system, so your staff can add it to a customer booking and you can choose whether it also appears for customers to see on your website. There is one honest difference you should know about. A flight or a hotel coming from a supplier has live availability, so the system knows straight away whether it can be sold. Your own package does not have that, because you are the supplier. That means you decide how many places you have, and you or your ground operator confirm each sale, so the booking is usually marked as requested first and then confirmed by you once the local operator has said yes. Whether this module is switched on for you can also depend on which plan you are on. In most setups you can put your own package and supplier flights into the same booking file for the same customer, so the trip stays together and goes onto one invoice. How neatly that works does depend on the setup, so it is worth seeing it with your own eyes rather than taking our word for it. The best next step is to ask our team to show you the own product screen with one of your real packages, so you can check it holds everything you need before you load the rest.

Question 8

Will my white label travel website work properly on a mobile phone, because most of my customers book on their phones?

Accepted Answer

Yes. The white label travel portal is built to adjust itself to the size of the screen it is opened on, so the same site works on a desktop computer, a tablet and a phone without you needing a separate mobile version. Search boxes, results and the booking form all reflow so a customer can go from searching to paying on a phone in one sitting. There are a few places where the experience depends on someone other than us. When a customer pays, they are often handed over to the payment gateway's own page, and when they pick seats or add bags, some of that content comes from the airline or hotel supplier. Those screens are controlled by the supplier or the bank, so how neat they look on a small phone is their design, not ours. Most are fine these days, but it is worth knowing where the line sits. It is also worth being clear that a mobile friendly website is not the same thing as a phone app you download from an app store. The portal is a website, so it opens in the phone's browser. If you want a proper app with your own icon on the home screen, that is a separate piece of work and whether it is available to you depends on the plan you are on, so ask before you promise it to anyone. The best check is a practical one, so before you go live open your own portal on your phone and your staff's phones, run a real search, and go all the way to the payment step to see how it feels in your hands.

Question 9

Does your flight booking API cover airlines all around the world or only the ones in my region?

Accepted Answer

Yes, a flight booking API can return airlines from all over the world, but the exact list depends on which content sources are connected behind it and what your own selling arrangements allow. Nobody can honestly promise every airline on the planet, so it is better to think of coverage as broad rather than complete. Most full service and national carriers come through the main global distribution content, and that part of the search tends to look very similar wherever you are based. Low cost carriers are a different matter, because they are usually reached through separate direct connections, and the ones available vary a lot by region. A small domestic or regional airline that only sells on its own website may not appear in any search, and that is a limit of the airline, not of the search. There are also commercial limits worth knowing about. In some markets an airline or the supplier wants you to hold a local agreement or approval before you can issue its tickets, so a fare may be visible to search but not issuable until that is in place. What you can sell also depends on your plan and on which suppliers you have been set up with, so two agencies using the same kind of API can see slightly different results. The simplest next step is to tell us the routes and markets you sell most, along with the airlines your customers ask for by name, and we can check those against the sources we can connect for you and say plainly which ones will show and which ones will not.

Question 10

Can I set a credit limit for my corporate clients so they can book now and pay later?

Accepted Answer

Yes, travel agency software will normally let you mark a corporate client as a credit account and record a limit against it, so their staff or yours can book first and settle the invoices later. Once the limit is in place, every confirmed booking is set against that account and reduces the credit still available, and your team can see where the account stands before they confirm anything else. When the account reaches its limit, the software can either warn the person booking or stop the booking until a payment is received, and you can usually free up the credit again as soon as you record the payment. It is worth being clear about what this really controls. A credit limit is a rule inside your own system about how much you are willing to let a client owe you. It does not change anything on the supplier side. You still have to pay the airline or the hotel supplier on their terms, so any credit you offer is your own money carrying the risk, and ticketing and cancellation deadlines still apply whether the client has paid you or not. How far this goes depends on your plan and on how the accounts are set up. Some setups give you a hard block, statements and an ageing view of who owes what, while simpler ones only give a warning on screen. Whether the limit applies across all your branches or separately to each one also depends on how your accounts are arranged. Before you promise terms to a corporate client, decide whether you want a firm stop or just a warning, then check with us which of those your current plan covers.