Can my customers look up their own bookings on my portal instead of ringing my office every time?

Yes, a white label portal can give your customers their own login area where they sign in and see the bookings they have made with you, so simple questions do not always have to come through your phone line. In that area they can normally view their booking reference, travel dates, passenger or guest names, the hotel or flight details and the current status of the booking, all under your own branding with no sign of anyone else's name.

What appears there depends on the type of booking and on the supplier behind it. Bookings that confirm straight away usually show full details within moments. Bookings that have to wait for the hotel or airline to accept will only show as confirmed once that reply comes back, and travel documents such as hotel vouchers or electronic tickets appear once the supplier has actually issued them. Bookings you took over the phone and entered by hand will show up too, as long as you record them against the same customer record.

Whether customers can go further and change or cancel on their own is a separate decision. Some agencies prefer to keep those buttons hidden so that every change goes through a member of staff who understands the cancellation rules and any fees involved. Others are happy to allow self service cancellation where the supplier rules permit it. What you are allowed to switch on will depend on your plan and on the suppliers you are connected to, so it is worth asking rather than assuming.

The next thing to do is confirm that the customer login area is enabled on your portal, then make a test booking yourself and sign in as a customer to see exactly what your travellers will see before you start pointing them to it.