What kind of support do I get if my portal stops working at night when my customers are trying to book?

Yes, there is support outside normal office hours, but how quickly someone gets back to you depends on the plan you are on and on what has actually gone wrong.

It helps to know that a problem at night is usually one of two things. Either something on your own portal is not behaving, which is ours to look at and put right, or a supplier system is down or refusing bookings, which we can confirm for you but cannot fix, because the fare and the room sit with the supplier and not with us. When a supplier is having trouble, the honest answer is that searches and bookings coming from that one supplier will keep failing until they recover, and the most we can do is tell you what we are seeing and, where your setup allows, let your portal carry on selling from your other suppliers in the meantime.

When you do report something, send the exact time it happened, the search or booking reference if there is one, and a screenshot of what your customer saw on the screen. That one message saves a great deal of time, because without it the first job is always to make the problem happen again before anyone can look at it properly.

Before you go live, ask what support hours and response times are included in your plan, and make sure your staff know exactly where to send an urgent report at night instead of waiting until the office opens the next morning.