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

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.