Can my staff add private notes to a booking that the customer cannot see?

Yes, your staff can usually add internal notes to a booking so important information stays with the reservation without appearing on the customer’s confirmation or voucher. This can help your team record matters such as a promised follow up, a special request that still needs checking, or the reason a booking was changed.

The exact way notes work depends on the travel service, the booking source and the features included in your plan. Some notes may be visible only to your agency staff, while other comments may be sent to an airline, hotel or supplier. A note sent to a supplier is not guaranteed to be accepted or acted upon, and it should not be treated as confirmation of a request.

Access may also depend on each staff member’s permissions. This can help prevent people who do not handle a booking from viewing or changing sensitive internal comments. Staff should avoid placing card details, passport information or other unnecessary personal information in a free text note, even when the note is intended to remain private.

Before using notes for live bookings, check which note field is for your agency only, who can read or edit it, and whether any part of it is passed to the customer or supplier.