Can my customer download their own ticket and hotel voucher from my portal, or do I have to send it to them?

Yes, in most cases your customer can download their own ticket and hotel voucher from the portal without waiting for you to email it. Once the booking is confirmed and the payment has gone through, the documents appear on the booking page, ready to view, download or print. A customer who booked while logged in will find it in their own trip list, and a customer who booked as a guest can normally reach the same page using the booking reference and the email address they used.

What they get depends on the supplier. A flight e-ticket can only be produced after the airline has issued the ticket, which for most fares happens within minutes of payment and for some happens later, so until then your customer sees a confirmation with a booking reference rather than a ticket number. A hotel voucher carries the property name and address, the guest names, the dates and the supplier reference the front desk asks for at check in.

You have some control over how the documents look. They can carry your logo, your agency name and your contact details, and you can usually add your own booking conditions so the customer reads your terms. Whether a particular line can be hidden or reworded depends on the supplier, because parts of a voucher are passed through exactly as they were sent and must not be changed.

Make one test booking yourself and download both documents, and check that your confirmation email carries the link back to the booking page, so you know exactly what your customer will see.