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AgentDirect FAQ's - Frequently Asked Questions
We are user friendly:
Our AgentDirect booking engine is very user-friendly and self-explanatory--and
most agents are happy to just start booking!
However, here is a handy sheet with some answers to frequently asked questions
to help you get started.
Our professional support team can assist with online booking questions and
much more. Call toll free (866) 444-4352 or locally in Hawaii,
(808) 738-3898, or email us at firstname.lastname@example.org
1. How do I adjust my markup? When you begin a booking, on
the first page in the trip information area, there is a box called SET MARKUP.
The auto-default is a setting of 10%. You can change this setting easily to
create your custom markup. You can set a percentage, or a dollar amount. IMPORTANT:
There is a 3%
processing fee that is deducted from the markup amount.
Your markup must be adjusted by you to include this
fee. For example, we recommend that you change your markup from 10% to 13% in
order to collect a 10% commission.
To figure your markup:
Commission plus 3% = Your Markup
After you search travel, you will find a “Change Markup” box on
the itinerary selection pages, near the top, that allows you to make changes
at will. Experiment with this; feel free to test different markups. Totals are
2. Can I see my net? Two prices display on the “select
itinerary” page—the net amount is below and the net plus your markup
is displayed above. This allows you to compare the nets and compare the consumer
price with your markup. A package sample is shown below:
3. Where do I see the price breakdown with commission and fees?
If you want to check the price breakdowns for all markups and fees after you've
made an itinerary and before you purchase, it's easy. Look for this link "Show
It will open out to show the breakdown:
4. I cannot find the markup box. Where is it? Subagents with
a fixed, pre-set markup set by an administrator will not be able to see the
markup boxes and adjust the markup. Administrators for agencies can make a pre-set
markup amount for their agents in the Admin Features>Manage Markups, or allow
sub-agents to use the flexible markup feature. Different markups can be created
for different trip types.
5. Will I receive a confirmation email, with a pricing breakdown?
Yes. Your individual agent email address (submitted during the registration
process) will be automatically entered in the “Agent email” field
on the "Book Itinerary" page. You may change or edit this email address.
A confirmation email will be sent to this address, with a pricing detail breakdown
including your markup and fees.
6. Will my client receive a confirmation email and will they see the
pricing details? To send a confirmation email to your customer you
must enter your customer's email address in the appropriate email address field
which is below the billing address information on the “Book
Itinerary” page. Your client will receive an email with the total selling
price only (only agency emails will show the pricing detail breakdown.)
Administrators please note: One of the “Admin Features” functions
is called “Manage Customer Confirmation E-mails”. DO NOT use this
option to send confirmations to your customer. The “Manage Customer Confirmation
E-mail” option within Admin Features of Agent Direct is used to send copies
of the agent confirmation email to one (1) specified email address. For example,
Agency ABC has 5 agents and 1 managing agent. The administrator could set the
managing agents email address into this field so the managing agent would receive
the agent confirmations (with price breakdowns) made by all agents.
7. Whose identity is on the email to my client? What is the identity
of the merchant on the credit card statement? Online Travel Services
is the name of the merchant account on your client’s credit card statement--
the credit card statement will not have your agency name as the merchant. Please
notify your client to expect this charge. AgentDirect is the neutral brand used
for our booking engine and for the default header in client email correspondence.
If you prefer, we can set up your account to use your brand in the header for
your client correspondence (Please contact email@example.com
to set this up.) Emails are sent from @onlinetravel-services.com. Online Travel
Services provides a toll-free phone number for your service needs and your client’s.
This phone number is printed on the confirmation email to your client.
8. When do I receive my commission payment? Payments are issued
the Thursday following the previous ARC week (Monday – Sunday) either
via ACH deposit (quicker) or via check. Payments are issued under the name "Online
9. Can my commission payments be directly deposited in my account?
Yes, we can set you up to receive ACH deposits, as long as your depositing bank
is located in the United States. Please fill out the ACH
application form and fax to Pan Tours accounting (fax number on the form.)
10. Can I pay for my AgentDirect online booking by company or personal
check? No, all online purchases must be made by credit card. If cash
or check payment is preferred, the booking would need to be made off line with
Pan Tours for air only or HotTrips (Hawaii interisland consultants) for packages.
To set this up, you will need to contact Pan Tours ticketing, email firstname.lastname@example.org
with a request for more information or call (808) 732-6691.
11. Why would a credit card decline when I know there are enough funds
in the account? There are many reasons why this may happen. Unfortunately
we would not be able to give the reason as to why the charge declined as the
issuing banks do not provide that information. Your customer will need to check
with the financial institution that issued the card.
12. Can I add sub-agent logins for my agency? Subagents can
be added by agency administrators through the Admin Features>Manage Agent
Accounts. However, if a subagent is added, or there are other changes to logins
and passwords, the login for Pantours.net may not be activated for up to 48
hours. Please call us at (808) 738-3810 or (808) 738-3502 if you need
immediate activation, or email email@example.com
for assistance. Please note, if you are an agency administrator, explore the
"Admin" tab for many features available for your agency.
13. How do I get Airline Locators, Seat Assignments, Ticket numbers,
Hotel and Car confirmation numbers? To obtain this any of this information
please contact Online Travel Services by emailing firstname.lastname@example.org
or call toll free (866) 444-4352 or on Oahu, Hawaii local (808)
14. How do I make a more specific search, such as for one specific airline,
or a car company, or a hotel rating?
If you need to refine travel search beyond the basics, be sure and click on
the "More search options link" after filling out the trip information
on the very first page. This opens out additional selections
- Seating Class
- Non-Stop Flights
- Hotel Rating
- Car Company
- Car Type
15. How do I book an open-jaw or multi-city trip? These trips
are available for AIR ONLY bookings at this time. On the first page (Search
Travel), choose the "Air Only" radio button and then choose "Multiple
16. How do I place an itinerary on “Hold”? To
hold an itinerary: After you have searched travel and then selected an itinerary,
at the bottom of the “review itinerary” page you will be presented
with options to “purchase”, “hold” or “start over”.
Click on “hold” and fill out all traveler and billing address information.
Click on “Hold now” and your itinerary will be saved. You will find
your held itineraries under the “held itineraries” tab near the
top of the page. There are several search options for finding a held itinerary
conveniently. To purchase an itinerary you must click on the “buy”
link. You can create and then hold an itinerary for up to 48 hours. Note:
Not all itineraries may be placed on “hold”-- see below.
17. I don't see the "Hold" button for this itinerary. How
do I hold it? Some itineraries cannot be held. This is based on airline
rules and availability for certain flights. If the hold button is not available,
that means the itinerary cannot be held, it is for an instant purchase.
18. Can I still purchase a “Held” booking that has expired?
We are unable to reinstate an expired booking. Check to see if you are able
to recreate the same package.
19. What happens if I hold an itinerary but the fares have changed
when my client is ready to buy?
A held itinerary will hold the seat, but does not guarantee the price. Fares
are subject to change until the ticket is purchased. If you proceed to purchase
a held itinerary and there are no price changes, the transaction will proceed
normally. If there has been a price change, you will not be able to complete
the transaction. The computer will issue a "processing error" message
and direct you to call OTS (Online Travel Services). Please call OTS to re-price
and complete your transaction toll free (866) 444-4352 or on
Oahu, Hawaii local (808) 738-3898.
20. Can I make a change to a “Held” booking? No.
Since the itinerary cannot be modified in the AgentDirect system to reflect
changes to the itinerary or price, changes will not be accepted for held itineraries.
A new booking must be made.
21. I created a held itinerary. My client had changes, so I have booked
a new itinerary and purchased it. Do I cancel the first one? Yes, call
us to cancel. Multiple itineraries with duplicate passenger information may
be canceled by the airline reservation system, with or without a purchase. It
is highly recommended that you call Online Travel Services toll free
(866) 444-4352 or on Oahu, Hawaii local (808) 738-3898, to cancel unneeded
itineraries with any duplicate air space and avoid a possible cancellation by
the airline(s). Held itineraries in our system that are not purchased by the
expiration date/time limit will automatically be deleted.
CHANGES and CANCELLATIONS
22. Once I purchase an itinerary, am I able to make changes or cancel
a booking using the AgentDirect booking system? – No. You must
contact Online Travel Services to make any changes or cancellations. Payment,
if any, must be made at the time of the change or cancellation. Call toll
free (866) 444-4352 or on Oahu, Hawaii local (808) 738-3898,
23. How do I get a copy of airline terms and conditions for my reference?
The trip terms and conditions will print as part of the confirmation email.
Copies of our trip terms can also be found on the Trip
Terms page on Pantours.net.
24. Is insurance optional? Trip insurance is optional. The
default is set to “no” insurance, if you wish to purchase trip insurance,
click “yes.” You make 10% commission on trip insurance.
24a. Why Should You Purchase Travel Insurance?
With most travel being nonrefundable after purchase, travel insurance will cover the cost of penalties and/or nonrefundable portions of your travel if you or your traveling companion become ill or injured preventing you from traveling.
For more information on travel protection for air-only travel click here: http://www.tripmate.com/wp373W/. For more information on travel protection for air and land packages click here: http://www.tripmate.com/wp427U/.
25. Is there a shortcut to book a repeat client and automatically
retain that client’s information?
Yes, click on the “Itinerary Search” tab and search by the client
last name. When you locate the specific repeat customer and are ready to book
another itinerary for this client, click on the link “Book New Travel.”
This will pre-fill the client’s name and address on the “Book Itinerary”
page. Note that you must add any additional travelers and the credit card information
that will be used to purchase the new itinerary.
26. I see you advertise hotel specials but how do I find them and book
them? We advertise many specials. You can find many of our best deals
listed on the Featured Specials page in Pantours.net, and even more in our “Free
nights specials” pages. However, they are all booked ala carte through
the same search travel process in our booking engine. The search results page
will only display the least-expensive room available for any particular hotel.
Many specials are great deals in the more expensive room categories and will
make for a memorable Hawaii vacation; to find the deals for more expensive categories
such as Ocean View rooms, first choose the least expensive room for the hotel
you want, and continue booking. On the next page, you will be able to view all
the room selections—and specials—available for that hotel.