12. Travel Agent Portal — Frequently Asked Questions
The Dashboard shows "Today's Transfers" and "Pending Billings" — what are they?
The Dashboard has two tabs. Today's Transfers lists every transfer scheduled for today across all your itineraries. Pending Billings lists billings that are awaiting action. Create a new itinerary from here using the + Add Itinerary link.
One of today's transfers has no driver — how will I know?
On the Today's Transfers tab, if any transfer has no one assigned, an inline banner appears: "Transfer(s) without driver assigned detected, please assign a driver soon." Open the transfer and assign a driver, tour guide, or contractor. There is no separate "action required" screen — the banner on the Dashboard is the prompt.
What are the tabs on the Itineraries list?
The Itineraries list (the job list) has two filter tabs: Active and Cancelled. Each itinerary row has a View action. Use the top-bar Search to find a guest or itinerary by name, email, phone, job ID, status, or location.
What does the Requests section show?
Requests tracks the job requests you have assigned out to your drivers, tour guides, and contractors. Filter by Pending, Active, Rejected, or Cancelled to see where each one stands. When a provider accepts, the request moves to Active.
What are the tabs on Priority Jobs?
Priority Jobs has two filter tabs: Active and Cancelled. Create a priority job with + Add Priority Job. There is no date filter on this screen. Priority-job charges show up under the Priority Job tab in Billings.
How do I add a transfer — is it a wizard?
No. New itineraries are created from a single scrolling form with Guest Details, Stay Details, and Itinerary Details sections. Guest Types (adults, children, infants) are plain numeric fields. Transfers are added via the Add Itinerary dialog, where you choose a Type (Private/SIC) and a Category, set locations and times, and (for airport transfers) a flight number. When everything is filled in, click Submit Itinerary.
What is the difference between Private (PTE) and SIC transfers?
Private (PTE) transfers are dedicated to one booking. SIC (seat-in-coach) transfers are shared, so their pick-up and return times are shown as estimates, and their billing uses the SIC pricing (Per Head or Per Hotel) you set for each provider in the Drivers, Tour Guides & Contractors section.
Can I edit a transfer from the Calendar?
Yes — the Calendar is not read-only. You can edit a transfer's pick-up time, and you can remove an assignment by right-clicking the transfer and choosing Remove Assignment. Navigate between days with the left/right arrows or the inline date picker. You can also show a Tickets Table and filter it By Guest or By Type.
How do I message a guest, driver, or contractor?
Use the Chat icon in the top bar. Click Start New Chat, search for the person by name, and send a message. Chat supports typed text and recorded voice messages (shown with a waveform). The portal does not have voice or video calling — communication is by chat only.
Can I send a job request to multiple providers at once?
A transfer is assigned to one driver, tour guide, or contractor at a time. If they decline (the request shows as Rejected in Requests), you can assign a different provider. This keeps exactly one provider committed to each transfer and prevents double-bookings.
A transfer still shows the original pick-up time after I edited it — why?
Time edits are applied once the change is saved and synced. If you still see the old time, refresh the Calendar. If it is still wrong after refreshing, re-open the transfer's time-change dialog to confirm the edit was saved.
An itinerary shows the guest as unavailable — what does that mean?
This appears when the portal can't find the guest's user record for the ID stored on the itinerary — for example if the guest's account was removed or their profile hasn't synced yet. Refresh the screen and check again; if it persists, confirm the guest's account status with them directly.
Why does the Itineraries list say the guest doesn't have the latest itinerary?
Each itinerary row shows a status such as "Guest has the latest itinerary", "Itinerary changed since last sent", or "Itinerary not sent yet". If you changed the itinerary after last sending it, re-send it (Email Itinerary) so the guest sees the current version.
What is the thin loading bar at the top of the screen?
It is a data-sync indicator that appears while the portal fetches or syncs data in the background, and disappears when syncing finishes. If it stays visible for a long time, check your connection or refresh. You can also check the connection status under Profile → Debug (Realtime (WebSocket) and Long Polling).