Can my customers log in to my portal and see their own bookings without having to call my office?

Yes, you can give your customers their own login on your portal so they can look at their past and upcoming trips whenever they want, without ringing your office.

Once a customer registers, the bookings they make through the portal are tied to that account. When they log in they can normally see the booking reference, the travel dates, the passenger names and the current status of the trip, and download or print their voucher, electronic ticket or invoice. For many agencies this is the part that saves the most time, because the calls asking you to resend a confirmation slowly stop coming in.

What a customer is allowed to do from that account, beyond looking, is up to you and up to the supplier. You can let travellers ask for a change or a cancellation from their account, and that arrives with your staff as a request rather than going straight to the airline or the hotel, so nothing gets cancelled by accident. Whether the change can be made at all still depends on the fare rules or the hotel policy behind that particular booking, so be careful not to promise anything on the account page itself. Bookings you took offline and typed in later will only appear in a customer's account if they are entered under that same customer record, so it helps to be consistent about that from the first day.

Decide how much you want customers to handle themselves before you turn the account area on, then create a test customer login, make a practice booking and read the portal as your customer would see it.