Question 1

Can I have my white label travel portal in more than one language for customers in other countries?

Accepted Answer

Yes, a white label travel portal can be offered in more than one language, but how complete the translation feels depends on where each piece of text on the page comes from. It helps to think of the pages as having two layers. The first layer is the portal's own wording, things like the search box labels, the buttons, the booking steps, the error messages and the wording in your confirmation emails and vouchers. That text sits with the portal and can be translated into the languages you want to sell in. In most cases you or your team would supply the translated wording, since you know how your customers speak and what tone you want, and we would put it in place for you. The second layer is the content that arrives from the suppliers, such as hotel descriptions, room names, fare rules, baggage wording and cancellation policies. That comes through in whatever language the supplier sends it, which is usually English. Some suppliers do offer their content in a handful of other languages and some do not offer any, so you may end up with your own wording translated and supplier text still in English on the same page. That is normal and honest to expect, rather than something we can promise away. It is also worth remembering that language and currency are separate settings, and that dates, name fields and right to left scripts are worth testing properly before you launch. The sensible next step is to tell us which languages and markets you are aiming at so we can check what the suppliers on your plan can send in those languages, then look at a test page together before you advertise to those customers.

Question 2

Will the money from bookings on my white label travel portal come straight into my own bank account?

Accepted Answer

Yes, in most setups the money from bookings on your white label portal reaches your own account, because the portal is connected to a payment gateway that is registered in your business name rather than ours. In practice that means you open a merchant account with a gateway or with your bank, and we connect that account to the booking pages on your portal. Your customer pays on your site, the charge is processed by your own gateway, and the funds settle into your bank account on whatever cycle your gateway uses. Your business name is what the customer sees on their card statement, so nothing on the payment page or the receipt points them somewhere else. There are a few honest limits. Which gateways can be connected depends on what your plan covers and on which providers are available in your country, so it is worth checking before you commit to one. The gateway, not us, decides whether to approve you, and new merchants are sometimes asked for extra documents or have settlement held back for a while at the start. Paying your suppliers is a separate matter from collecting from your customer, because some suppliers want a card at the moment of booking while others work from a deposit or a credit account you top up, and that affects how much working capital you need to keep aside. Before you launch, ask your bank or preferred gateway what they need from you to approve a travel business, and let us know which gateway you are going with so we can confirm it can be connected to your portal.

Question 3

Can I keep my existing website and just add the booking part to it, or do I have to replace the whole site?

Accepted Answer

Yes, in most cases you can keep the website you already have and simply add the booking side to it. Plenty of agencies have spent years building up their site, their content and their search rankings, and there is no reason to throw that away. The usual approach is that your current site stays exactly as it is for your home page, your about page and your contact details, and the booking engine lives on its own page or section that you link to from your menu with a button such as Book Now or Search Flights. There are generally two ways this is set up. The booking screens can sit on a page within your existing site so visitors never feel they have left it, or they can open on a web address that belongs to you and is styled to match your main site, using your logo, your colours and your fonts. Which one suits you best depends a lot on how your current website was built and what platform it runs on, so it is worth telling us that early rather than assuming. Be aware of a few honest limits. Older or very custom sites sometimes make the in page option awkward, and whoever looks after your website may need to add the link or the page for you, which is usually a small job rather than a rebuild. The search and results screens also follow their own layout, so they will carry your branding but will not be a pixel for pixel copy of your existing design. What is possible can also vary by plan. Before you decide, check who currently manages your website and whether you can get a page added or edited, then send us your site address so we can suggest the neatest way to join the two together.

Question 4

Can I change the colours and logo on my white label travel portal so it looks like my own agency?

Accepted Answer

Yes, you can put your own branding on a white label travel portal, and most agencies do this before they go live. The things you normally control are your logo, your colour scheme, the fonts, the banner images on the home page and the wording you use to describe your business. These are set from an admin area, so you can change them yourself later without asking anyone, which helps if you rebrand or want a seasonal look for a busy season. What is usually fixed is the shape of the booking journey. The search box, the results page, the way room and fare options are listed and the payment steps follow a tested layout, because they have to show supplier information correctly and meet card payment rules. You can restyle how all of that looks, but moving the steps around or redesigning the results page from scratch is a bigger piece of work that depends on your plan and would need to be looked at separately. You can usually add your own content around the booking engine too, such as an about page, contact details, destination pages and your own policies, so the portal reads like your own website rather than a booking tool bolted on the side. Some items do have to stay as the supplier provides them, for example airline and hotel names, fare conditions and cancellation wording, since changing those could mislead your customer. A good next step is to get your logo in a good quality file along with your colour codes, then ask us to walk you through the branding settings on a demo portal so you can see exactly which parts you can change yourself and which would need extra design work.

Question 5

Can I put my own terms and conditions and privacy policy on my white label travel portal?

Accepted Answer

Yes, you can, and you should. A white label portal normally comes with content pages that you control, so you can add your own booking terms, cancellation policy, privacy policy and any licence or registration details you are required to display. Those pages are then linked from the footer and, where the portal is set up that way, from the checkout page as well, so your customer sees your terms before they confirm a booking rather than someone else's. This matters because the booking contract is between you and your customer. Your terms are what govern things like your service fees, how you handle amendments, and how a refund reaches the traveller. They sit on top of the supplier rules, not instead of them, so an airline fare rule or a hotel cancellation deadline still applies exactly as the supplier wrote it. You cannot use your own terms to promise a traveller something the airline or hotel will not honour, so it is worth making clear in your wording that supplier conditions apply to each booking. How much you can edit, and whether you can add extra pages beyond the standard ones, depends on your plan and how the portal has been built for you. Some sections are template driven, and a card payment provider may also insist on particular wording or disclosures appearing before payment. None of this is legal advice either, so the actual wording should be yours or your adviser's. The next step is to list the pages you need to publish and check with us which of them your current setup lets you edit directly.

Question 6

Will my customers ever end up dealing with you instead of me if something goes wrong with a booking on my portal?

Accepted Answer

No, in normal use your customers deal with you and only you. A white label travel portal is presented as your own travel business, so your name, your logo and your contact details are what appear on the site, on confirmations and on vouchers. Our role sits behind that, supporting you as the agency rather than the traveller, and we do not approach your customers or market to them. There is one honest exception worth knowing about. When a booking is made, the airline or hotel usually holds the passenger or guest contact details you entered, and suppliers sometimes write to travellers directly about things like a schedule change, a check in reminder or a disruption. That is the supplier's own communication and it is outside anyone's control, including ours. Many agencies handle this by entering their own agency contact details where the supplier rules allow it, so messages come to the office first, though some suppliers insist on genuine traveller details. For anything that needs a change or a refund, the path is normally that your customer contacts you, you raise it with us or with the supplier, and you go back to your customer with the outcome. How quickly that can be dealt with, and whether any help is available outside normal office hours, depends on your plan and on the supplier involved, so it is worth confirming rather than assuming. Before you go live, decide which contact details you want shown on the portal and used in bookings, and agree internally who answers traveller queries so nothing sits waiting.

Question 7

Can I choose which hotels and airlines show on my white label travel portal, or do I have to display everything my suppliers offer?

Accepted Answer

Yes, in most cases you can control what appears on your portal rather than showing every single option your suppliers return. Most travel businesses want this at some point, either because they have a direct contract with certain hotels they would rather sell, or because there are airlines or properties they have had problems with and do not want to offer to their customers. The usual way this works is through settings on your portal that tell it what to include or leave out of search results. Depending on what you are selling, that can mean switching a whole supplier on or off, limiting results to certain destinations or regions, hiding specific properties, or excluding certain airlines or fare types. Once the rule is saved, your customers simply never see the excluded option, so there is nothing for your staff to remember or filter by hand. How far you can go does depend on your plan and on the agreements behind each supplier. Some suppliers send their content as a single feed with limited room to pick and choose item by item, and some contracts expect you to display what is offered. It is also worth being careful about blocking too much, because in smaller towns or on quiet dates you may be left with thin results and lose bookings you would otherwise have taken. The sensible next step is to write down exactly what you want to exclude and why, then go through that list with your account contact so you can see which parts can be set up as portal rules and which depend on the supplier.

Question 8

Can I give other travel agents their own login to my white label portal so they can book and I earn on their sales?

Accepted Answer

Yes, a white label portal can usually be set up with a separate login area for other agents, though whether this is included depends on your plan, so please confirm it before you promise anything to the agents you want to sign up. In practice you end up with two front doors to the same portal, one for the public and one for your trade partners, both carrying your brand. When it is switched on, each agent you approve gets their own username and password and sees your branding, not ours and not the supplier's. You decide the markup they see, and you can normally set different markup levels for different agents or groups, so a high volume partner can be given sharper pricing than a new one. Their bookings land in your own reporting alongside everything else, so you can see who is selling what. The honest limits are worth knowing. You remain the contracted party for those bookings, so if an agent makes a mistake or a customer disputes a charge, the supplier will look to you. How your agents pay is your decision too. Letting them pay by card at the time of booking is simplest, while giving them a credit balance to draw against means you are carrying their risk until they settle. Some suppliers also place conditions on reselling their inventory, so a rate that works for your direct customers will not always be available to pass on. The next step is to tell us how many trade partners you expect and how you want them to pay, and we can confirm what your plan covers and help you set your agent pricing rules before you invite anyone in.

Question 9

Can I use my own domain name for my white label travel portal so customers don't see another company's name?

Accepted Answer

Yes, your white label travel portal can run on your own domain name, and that is how most travel businesses set it up. You can either use your main website address, or a separate address such as a booking subdomain of the site you already have, whichever suits how you want customers to move between your brochure pages and the search and booking pages. The portal itself carries your logo, your colours and your business name, so a customer searching and booking sees only your brand from start to finish. The practical side is simple but it does need you to have access to wherever your domain name is managed, because a small setting there has to point to the portal. If you bought your domain through a web designer or a hosting company and you no longer have the login, that is usually the only thing that holds the process up, so it is worth chasing it early. Our team guides you through the change and confirms the secure padlock is in place before you start taking live bookings. There are a couple of honest limits. When a customer enters card details, the payment step may briefly show the name of the payment provider you use, because that page belongs to them and not to us. Supplier confirmations, vouchers and terms sometimes have to name the airline, hotel chain or wholesaler behind the booking, and some suppliers insist on that as a condition of selling their inventory. Which parts can be branded and which cannot depends on the suppliers and the plan you are on. Before you get in touch, decide whether you want the portal on your main address or a booking subdomain, and check that you can log in to your domain provider.

Question 10

Can my customers create their own account on my white label travel portal and see the trips they have booked?

Accepted Answer

Yes, a customer account area is normally part of a white label travel portal, so your travellers can sign in and look back at what they have booked with you. When someone books, the reservation is saved against the details they used, and when they log in again they can see their upcoming and past trips, the dates, the passenger or guest names and the confirmation references, and usually download or reprint their voucher without having to email your office for a copy. How much they can do from that account depends on how your portal is set up and on your plan. Showing trips and documents is simple enough. Letting a customer cancel or change a booking themselves is a different matter, because whether a booking can be amended at all comes down to the supplier and to the fare or rate rules attached to it, not to the portal. Many agencies choose to let the customer send a change request from their account and then have a staff member handle it, which keeps you in control of anything that carries a charge. It is also worth knowing that the account only reflects bookings made through your own portal under that customer's details. If your team made the booking in the back office or took it over the phone, whether it shows in the customer's account depends on it being saved against the same customer record. Where someone booked as a guest without registering, a lookup by reference and surname is usually the better route. Before you go live, decide whether you want customer logins switched on from the start and which actions you are happy for travellers to take without speaking to your staff, then raise that during setup so the right parts are enabled for your brand.