If my portal stops working or a booking will not go through, can I get help straight away or do I have to wait?

Yes, you can get help, and you do not have to wait for a working day to report a problem. Every portal comes with a support channel, and urgent things like a booking that will not complete or a site that will not load are handled differently from small requests such as a wording change. How quickly someone picks it up depends on the plan you are on, so it is worth knowing what yours includes before the day you need it.

It also helps to know that not every problem sits with your website. A portal works on top of airline and hotel supplier systems, and when one of those goes quiet or slows down, searches can fail or come back empty even though your site is perfectly healthy. In that case we can see what is happening and chase the supplier, but the fix is in their hands and we cannot promise a time. We will tell you plainly when that is the case rather than leave you guessing.

When you report something, the most useful thing to send is what you were doing, what you saw on the screen, and the reference number if a booking was involved. A screenshot saves a lot of time. With that we can usually trace the exact search or booking instead of asking you to go through it all again.

Check what support your plan includes and how to reach us outside office hours, then save that somewhere your staff can find it, so nobody is hunting for it on a busy evening.