Question 1

Can my sub agents get their own branded login on my portal so their customers never see my agency name?

Accepted Answer

Yes, this is normally possible, and it is one of the more popular ways agencies grow with a white label portal. Instead of every sub agent logging into something that carries your branding, each one can be set up with their own look, their own logo and their own portal address, so the travellers they deal with only ever see the sub agent's name. Behind the scenes it is still your portal, your supplier connections and your account. In practice you stay the account holder and keep control of the things that matter to you. You decide which suppliers each sub agent can sell, what your own margin is, and what they are allowed to do. The sub agent then adds their own markup on top of the rate you give them, and their customer sees only the final price. Every booking made through those branded logins still lands in your back office, so you can see the whole picture in one place. There are limits worth knowing about. How many separate sub brands you can run, and whether each can sit on its own domain name, usually depends on the plan you are on, and putting a sub agent on their own domain means they have to point that domain to the portal first. Some suppliers also insist that their own terms or name appear somewhere on booking documents, so a small amount of wording may not be removable. Who collects the customer's money also depends on how your payment setup is arranged. If this is the direction you want to go, ask us how many branded sub agent logins your plan covers and whether their vouchers and invoices can carry their own logo rather than yours.

Question 2

Can I set my own markup on flight fares so I decide how much I make on each booking?

Accepted Answer

Yes, you can set your own markup on flight fares and decide how much you earn on each booking. The portal takes the fare that comes back from the airline or supplier, adds your markup, and shows your customer one total price, so they never see the fare you paid underneath. Most setups let you build markup rules rather than one flat figure for everything. You can usually vary the markup by airline, by route, by cabin class, by whether the trip is domestic or international, and by which part of your business the booking came from, so your walk in customers and your sub agents are not treated the same. The markup is normally either a fixed amount per passenger or a percentage of the fare, and you can change it yourself when you need to. There are real limits, and they depend on the supplier and the type of fare. Some content reaches you net, which leaves the pricing entirely to you, while other fares already carry a commission and behave differently. Taxes and airline fees are usually passed straight through without a markup, and some airlines set conditions about how their fares may be displayed and sold, so your room to move changes from one source to another. Your plan can also affect how detailed the rules are allowed to get. The next thing to do is list the routes and airlines you sell most often, decide what you want to earn on each, then run a few test searches and check the result against the supplier fare to confirm the markup is landing where you expect.

Question 3

Can I load my own directly contracted hotels into the software so they show up next to the ones from my suppliers?

Accepted Answer

Yes, in most cases you can load your own contracted hotels into the software and have them appear in search results alongside the properties coming from your connected suppliers. You create the hotel record yourself, add the room types, the seasons and rates you agreed with the hotel, the allocation you have been given, the cancellation rules, and the photos and description. From then on it behaves like any other property on your portal, except that a booking draws down your own allocation instead of being sent off to a third party supplier. How much detail you can load depends on your plan and on how complicated your contract is. Straightforward season based rates with a few room types are easy. Contracts with unusual conditions, long lists of special offers, stay and pay rules or complex child pricing sometimes do not fit neatly into a standard rate structure, and in that case we would look at it with you and either map it as closely as possible or tell you honestly that part of it has to be handled manually. The first loading is often done with help from our side so you can see how it is set up, after which your staff can add and update properties themselves. You also get some control over how these hotels are treated. You can set your own markup on them separately from your supplier markup, and in many setups you can choose to have your contracted properties appear above the supplier results, since the margin is usually better for you. You can decide whether a booking confirms immediately against your allocation or comes through as a request so you can check with the hotel first. If this matters to you, send us one of your hotel contracts before you commit so we can tell you exactly how its rates and conditions would sit in the software.

Question 4

If my customer wants to change the dates on a hotel they already booked, can I do that on the portal or do I have to cancel and rebook?

Accepted Answer

In most cases you will need to cancel and rebook rather than edit the dates, because very few hotel suppliers allow a booking to be amended once it is confirmed. A hotel reservation is priced for the exact nights, room type and guest count you sent at the time of booking. When any of that changes, the supplier treats it as a different booking, so the portal has to release the original one and create a new one at whatever rate is available on the new dates. Whether that is simple or painful depends entirely on the cancellation terms of the original booking. If the rate is refundable and you are still inside the free cancellation window, you can cancel, get the money back and rebook with very little fuss, although the new dates may cost more or less than the old ones. If the rate is non refundable, or the deadline has passed, cancelling means your customer loses what they paid, so it is usually worth contacting the supplier or the hotel directly to ask for goodwill before you cancel anything. A small number of suppliers do support amendments through their API, and where that is the case the portal can pass the change through for you instead of forcing a cancel and rebook. This varies from one supplier connection to another, so it is not something we can promise across the board, and some changes such as correcting a guest name are more often accepted than a change of dates. Before you cancel, open the booking on your portal and check the cancellation deadline and the rate terms, then look at the price on the new dates so you can tell your customer exactly what the change will cost them.

Question 5

Can I book flights for children and infants on my portal, or does it only handle adults?

Accepted Answer

Yes, in most cases you can book children and infants on the same flight as the adults travelling with them, without leaving your portal. The search panel lets you say how many adults, children and infants you are booking for before you run the search, and the results come back with fares that apply to each passenger type rather than an adult fare repeated. Airlines usually work out child and infant fares by age on the date of travel, not the date of booking, so the portal will ask for a date of birth for each young passenger. Infants are normally handled in one of two ways, either sitting on an adult's lap or occupying their own seat, and that choice affects both the fare and the baggage allowance. Which option you see depends on the airline and on the content source the fare comes from, so one airline may offer both and another only one. There are limits worth knowing. Airlines cap how many infants one adult can travel with, and some cap how many passengers can sit on a single booking, so a very large family may need to be split across two bookings. Children travelling alone as unaccompanied minors are usually not something airlines allow through any online booking flow, because the airline needs to register the service and record who is dropping off and collecting the child, so those normally have to go to the airline directly. Before you quote a family fare, run a test search with the exact ages and read what the fare rules and baggage lines say for each passenger, and if something looks wrong for a particular airline, send us the search details so we can check how that airline's content is coming through.

Question 6

If I stop using your white label portal one day, do I keep my website and my customer records?

Accepted Answer

Yes, your domain name and your own customer and booking records stay with you, although the portal software itself is something you are licensed to use rather than something you own outright. That distinction matters, so it is worth understanding before you sign up rather than afterwards. In practical terms, if the domain is registered in your own name, you can point it at a different website whenever you choose and nobody else can take it from you. Your customer details, past bookings and invoices can normally be exported into a spreadsheet file that you can keep or load into other software. The sensible thing is to take that export while your account is still active, because once an account is closed the data may no longer be reachable. What does not travel with you is the portal itself. The search, booking and supplier connections run through the platform, so when the portal stops, live searching and new bookings stop with it. Any bookings already made and not yet travelled need a plan agreed in advance, which usually means a notice period or servicing those bookings directly with the supplier. The text, images and logo you added are yours to reuse, but the underlying layout and booking engine are not. How much notice you get, and how long records are kept after closing, depend on your plan and your agreement. Before you commit, check who the domain is registered to, ask what the notice period is, confirm that you can export your bookings and customers at any time, and get the position on in progress bookings written down.

Question 7

Do I find out straight away whether a hotel booking is confirmed, or do some bookings have to wait for the hotel to accept?

Accepted Answer

In most cases you find out straight away, but not every booking works that way. The majority of rates coming through a hotel API are instant confirmation, which means the supplier holds live availability and sends back a confirmation reference within seconds of the payment going through. Your portal shows the booking as confirmed, the voucher becomes available, and your customer can be told the room is secured. Some rates are what suppliers call on request. With these, the booking is passed to the hotel for acceptance rather than confirmed automatically, and your portal will show it as pending or awaiting confirmation until the hotel replies. This is more common with small independent properties, certain directly contracted rates, and larger room blocks. How long the hotel takes to answer is entirely up to the supplier and the property, so that is not something we can promise on their behalf. Whether on request inventory appears in your results at all depends on which suppliers you are connected to. The practical advice is to treat a pending booking as not yet secured. Avoid issuing the voucher, taking the booking as final, or letting your customer buy a non refundable flight around it until the status changes to confirmed. If the hotel declines, the portal will mark the booking as rejected, and how the money is handled then depends on your payment setup and the supplier's own rules. When you are setting up, ask us to show you how confirmed and pending bookings are labelled in your search results and booking list, so your staff can tell the difference at a glance.

Question 8

Will budget airlines show up in my flight search results, or does a flight API only cover the big airlines?

Accepted Answer

Yes, budget airlines can show up alongside the major carriers, but it is not automatic and it depends on which flight content is switched on for your portal. There are really two kinds of flight content. Most full service airlines sit inside the large central reservation systems, so once you have a connection to one of those you get a very wide spread of carriers in one go. A lot of low cost carriers do not sell through those systems at all, so they have to be reached through separate direct connections or through a source that bundles several of them together. That means the budget airlines your customers see are whichever ones your enabled sources actually carry, and the mix is different from one region to another. Some low cost carriers in your market may be available straight away, others may not be available to us at all, and that is a supplier decision rather than something we can change at our end. It also helps to know that budget fares behave differently once they are booked. Bags, seats and meals are usually sold as paid extras rather than being included, the fare rules are tighter, and changes or refunds often have to be requested instead of being completed instantly on the portal. Payment handling can differ too, because some carriers expect the booking to be paid in a particular way, so the settlement will not always look like a normal airline booking in your reports. The most useful thing you can do next is write down the routes and the specific airlines that bring you most of your sales, and share that list with us so we can confirm which of them your available sources cover before you go live.

Question 9

If I want to change the look of my portal later, like the colours and the homepage pictures, can I do that myself or do I have to ask you every time?

Accepted Answer

Yes, most of the everyday changes to how your portal looks are things you can do yourself from the admin area, without waiting on us. The usual self service items are your logo, your colour scheme, the main homepage banner images, the welcome text, your contact details in the header and footer, and simple content pages such as an about us page or a terms page. You make the change, save it, and it shows on the live site. Bigger changes are a different matter. If you want a completely new page layout, the search box moved somewhere else, a new section built from scratch, or something that behaves differently from the standard design, that is design work rather than a settings change, and our team would need to do it for you. How much of that is included depends on your plan, so it is worth asking before you promise a redesign to anyone. There is also content you cannot edit freely, and it is honest to say so upfront. Hotel photos, room descriptions, airline names and fare rules come through from the suppliers you are connected to, so those are controlled by the supplier feed rather than by your settings. You can usually change how that content is presented, but not rewrite the content itself. Before you settle on a design, ask us for a walkthrough of the branding section of your admin area so you can see exactly which items you can change on your own and which ones would need to come to us.

Question 10

Can the software send my customers a reminder before they travel so I do not have to remember to do it myself?

Accepted Answer

Yes, in most cases it can. Reminder messages are usually handled by automatic email templates that are linked to the travel date on each booking. You set up the wording once, choose how far ahead of departure it should go out, and the system sends it on its own using the details already held against that booking, such as the passenger name, the hotel or flight, and the dates. The message goes out under your own agency name and branding, so your customer sees it as coming from you. The reminder can only use information that is actually in the system, so bookings you made over the phone or direct with a supplier need to be entered into the software first, otherwise no reminder will be created for them. It also helps to keep customer email addresses accurate, because a message sent to an old address will simply fail quietly. Some automatic emails can land in a customer's spam folder, which is worth testing with your own address before you rely on it for every booking. Text message or messaging app reminders are a different matter. Those usually need a separate messaging account of your own, and whether they are included depends on your plan and on which messaging service you want to use, so that is something to confirm rather than assume. Reminders are also not the same thing as supplier change alerts, which work separately. The best next step is to check which automatic emails your plan includes, then send yourself a test booking reminder so you can see the wording and timing before your customers do.