Overview
In TripBuilder, an itinerary is the primary construct that aggregates all the information for one travel, from the route to the selected components, traveller information and payment transactions. With such a diverse range of information, an itinerary is organised in different sections, according to topic.
Selecting an itinerary
As a first step, select the itinerary you would like to check details:
Go to Cockpit
Click on Customer Care
In the list of available itineraries, click on the red highlighted itinerary ID link to be directed to the detailed overview of the itinerary
Itinerary section
The itinerary section is comprised of five areas, namely:
Overview
Contact & PAX Details
Services & Price List
Billing
Notes
Overview
This is the default informative area for the itinerary when navigating from the Itineraries list in Customer Care. The itinerary overview is divided into three sections:
Base Information: The base information shows parts of the detailed information for the itinerary. Additional functionalities such as editing the title, cancellation policy (if enabled) and agent details are given, as well as links to detailed views of the used template, pricing info and customer info.
Overview - Hotel & Multi-Day Activities: A simple overview of the hotels and multi-day activities comprised in the itinerary is highlighted here. An additional link to the detailed Services & Price list is available below.
Itinerary History: Shows all the actions performed on the itinerary, such as adding or removing a component in Planner or actions executed from the Customer Care action menu.
Itinerary Management: Tour Operator vs. Travel Agency
Depending on the type of organisation and operational structure of the travel brand using TripBuilder, an itinerary can be managed collaboratively as a Tour Operator, a Travel Agency, or even both.
Within the "Base Information" section, two fields are particularly relevant in determining ownership:
Who booked the itinerary (noted in the Booked by field)
Who bears the operational responsibility for the itinerary (noted in the Agent, Agency field)
The Booked by field states the entity that completed the booking of the itinerary, regardless of who instantiated it first. Consider the following scenarios:
Scenario 1: A tour operator user instantiates the itinerary, but an agent finalises it with a booking. The field indicates Booked by Travel Agency
Scenario 2: An agent instantiates the itinerary, but a Tour Operator finalises it with a booking. The field indicates Booked by Tour Operator
The Agent, Agency field automatically associates with the user who created the itinerary (notably, the term "Travel Agency" can relate to both a Travel Agency and a Tour Operator). Based on the operational workflow, it is possible to attribute the itinerary to a different agency or agent.
Consider the example below, which illustrates a change from a Tour Operator user to a Travel Agent.
Once chosen, the designated Agency and Agent details can be viewed in the "Base Information" section.
Note: A newly assigned agent will only be able to access the itinerary’s details and perform operations if they have permission to access the Distribution Channel in which the itinerary was originally created. If the agent does not have the necessary access rights, they will encounter an error message.
For guidance on how to associate a user with specific Distribution Channels, we recommend referring to the article How to Create a New TripBuilder User?
Contact & PAX Details
This area gathers all contact and PAX/traveller details collected during checkout. Contact information is divided into general customer contacts and billing contacts, which could be the same depending on the checkout selection.
All details can be edited with the red edit pen icon.
Services & Price List
Know more:
Please check the Customer Care - Services & Price List article, fully dedicated to this Customer Care area.
Billing
The billing section stores the base information of the payment status as well as any payments which have been already received. This depends on the status of the itinerary.
Once a booking has been made in the checkout process and the credit card down payment has been fulfilled, the relevant information will be shown here.
Additionally, the option is given to enter offline payment information in case you send a separate bill to your customer and want to update the booking in the system accordingly. Similar to offline payments, it is also possible to trigger offline refunds.
Know more:
Article Itinerary billing explains with additional detail the information and actions available in this area.
Notes
The notes section of the itinerary allows you to leave internal notes to yourself or to your colleagues who have access to the cockpit and are working with you on the itineraries for future reference.
Just enter a note in the field (see below) and click send. The note will be saved on the itinerary but only be made visible internally and not to the traveller.
Documents section
Travel Documentation
In the travel documentation section, you will find detailed information related to travel documentation. Scroll down to view all documentation sections. In the Remarks area, you can edit and add remarks that will be visible to the traveller.
Click the red Actions button on the right-hand side and then on Print Documentation to be led to the Documentation preview. Additional information is available in the articles Travel Documentation and Layout configuration for Travel Summary.
Vouchers
In the voucher section, all vouchers from the connected supplier are stored and can be retrieved, e.g. Musement (see below). Vouchers can be downloaded individually per component booking or aggregated into a single PDF document.
Any itinerary components, regardless of the product type, that have a booking status of "booked" or "manual processing" will have an associated voucher, provided this feature is supported (e.g. supplier limitation).
It is important to note that booking failures may result in an itinerary component being marked with a "manual processing" status. In such cases, it is the responsibility of the Tour Operator to ensure that the component is indeed booked. If it is not booked, the component should be removed to prevent discrepancies with vouchers available for download.
Open in travel planner section
This area provides two navigation options always in the context of the selected itinerary:
Link for Collaborators: allows to open the itinerary in the planner, i.e. a link to make quick itinerary adjustments when needed. This is a private/protected link and can only be accessed by agents, tour operators or suppliers with an account.
Link for Customers: allows to open the itinerary in the B2C view. This public link can be sent to the traveller but requires the B2C to be previously configured and available.
Itinerary actions
The Actions button displayed on the right-hand side of the screen (independently of the itinerary detail screen selected) provides access to general actions to the itinerary as a whole. Clicking on it opens a drop-down with functionalities applicable to the present itinerary context.
Note: This Actions button is very dynamic in the actions it makes available.
Possibilities vary according to the selected checkout workflow, defined booking process, and even the itinerary status. You can learn more about the supported actions in the article Itinerary Actions in Customer Care.