This page is created to clarify what Traveladesk does, what airlines do, when a booking is final and the difference between assisted and online channels.
An “order shipped” message is just the beginning when it comes to travel, there’s way more to feeling satisfied. Not only is it structured and permission-based to collect agency service fees, but agency service fees collection with the ticket workflow is turned upside down by IATA's BSP/TASF and BSP Manual, while industry booking terms leave no question as to when the booking is made, and when the ticket or booking (confirmation) details are issued, and why the agency principals and tour operators need to state they need to specify payment when or it doesn't exist, and how often they receive a card and ticket. Now, TravelDesk's website already tells you that you can make bookings both online and over the phone at any time, so their dedicated fulfillment process is pretty useful.
Traveladesk is run by Traveladesk Inc. Traveladesk is not an airline. This Fulfillment Policy outlines the procedure to follow after a booking has been accepted and necessitates the payment of the fee, to assist the handling of online compared to assisted bookings, when a booking is considered a 'final booking' and what confirmation should be expected for a booking.
They check the stocks for flights, get the required information, process the payment, send the information to the airlines for the tickets and if anything goes wrong, they let you know. If it fails, they’ll tell you right away along with the booking code and ticket info. But here’s the thing, they’re not in the business of running flights; they solely focus on booking and won’t be boarding passengers anytime soon. The operational services are still being provided by airlines and airports.
Traveladesk has two travel fulfillment channels. The first is online self-service fulfillment, which means that the customer can search, select and pay for his purchase via the internet or using the website's application. On top of booking, their reps assist you through selecting flights, explaining fare types, helping during system lag times, gathering payment info, checking documents, and following up post-booking. Assisted fulfillment works well for complex trips, some requests for special services, multiple passengers on one booking, exceptions on schedules for holiday dates, etc. when a customer is unable to do a booking independently by web. Assisted fulfillment may trigger different or a higher service fee than unassisted fulfillment, however any such service fee will be only revealed prior to payment authorisation.
First off, you look for the trip you like from suggestions and pick one. Next, you put in or check the passenger info and contact details. At the bottom you will see the grand total that is everything you owe plus any other fees from TravelDesk. Fourthly, the payment information is entered and submitted to Traveladesk Inc and/or its authorized payment stack. Fifthly, Traveladesk validates payment, availability and, if required, fraud signals and/or card validity. Sixthly, the booking is sent for booking confirmation or booking ticket to the supplier. Finally, Traveladesk Inc provides and/or sends the confirmation email or booking record to the customer. The booking should not be called completed until there is such a final confirmation.
Traveladesk Inc is a payment processor for bookings made on Traveladesk. A customer might observe an authorization hold, charge, and/or breakdown charges equaling the total amount agreed-to and/or a delay in between submission and final ticket issuance, depending on the technical path. Where payment cannot be made, the fare changes prior to completion or where the individual supplier cannot confirm the itinerary, Traveladesk Inc should notify the customer in a timely fashion. If the booking is not made correctly, and the booking has been authorized, Traveladesk Inc should cancel or release the respective sum depending on the manner of payment, bank times involved and payment processor timings.
The main work product of an air booking is not the website screen, but rather a valid reservation and (where applicable) a ticket number. Emails to confirm booking of a customer's request should not be confused with a completed ticketed booking. You have to enter important info into the customer documents. This includes the itinerary, passenger names, booking code and ticket numbers (if you have them), as well as the full payment details and support contact info just in case something goes south.
Traveladesk Inc called reviews may be conducted after a fulfilled order for an extra check and assistance. This can be anything from identity checks, CVV processing to handling suppliers on a queue, manually placing a ticket to processing special service requests or reconnecting the customer if the fare he/she has been trying to book is no longer available. Adding extra review, does not imply that there is a mistake in booking; it just denotes that the transaction is not yet in its final stage of fulfillment. During that time, the customer needs to be able to get clear, unambiguous messages regarding the status of their request, and hopefully not assuming that "request received" translates to "ticket issued".
Traveladesk Inc understands that some bookings may be slightly variances from the original booking. There might no longer be a fare available, a special-service element might be rejected by a supplier, a payment might not be valid, or an airline may need a schedule change before issuing the fare, or low-cost carrier requires direct carrier servicing. If that is the case, the correct fulfillment answer is transparency. For example, you might give them the option to make another booking immediately, or offer an alternative price or routing.
Traveladesk Inc can offer Itinerary resend support, basic booking status support, schedule change communication, booking of a post-ticketing service process, refund routing, or contact guidance. But some of the tasks will be handled by hand by the airlines, such as check-in, visa or API document checks, acting as an airline on the maps, or some low-cost- carrier flight changes. Traveladesk, therefore, should be aware and transparent where Traveladesk comes to a close and where direct airline management begins.
The customer is responsible to read through the fulfillment confirmation upon receipt. It’s also crucial to double check the booking. Ensure that the names, places of origin, destinations, dates, times and numbers of passengers are all correct. They also ticket the booking and confirm any checked bags or seat purchases. Finally, they are sure you are going to the right final destination. Wherever there are discrepancies they must be notified immediately by using the provided support pipeline in confirmation. Delayed reporting might have less options for correction since airline rules are set to be stricter after the date of issue or after the first flight.
Traveladesk Inc reserves the right to send fulfilment notices via email, message sent to your phone, SMS, chat or in account messages. Plus, make sure they confirm receipt of the booking email, if one hasn't come through already. If the customer receives the message and has an imminent travel, do not wait and see if the message has arrived or not, contact the support immediately: if it is the right airline, contact them later with the reference handed out in the message.
Fulfillment stage table
| Stage | Traveladesk role | Airline/supplier role | Customer action |
|---|---|---|---|
| Search and selection | Present available inventory | Supply inventory and fare rules | Choose itinerary |
| Checkout and payment | Show total, collect details, process payment | None or indirect | Review total and authorize payment |
| Validation | Fraud checks, payment checks, queueing | Inventory confirmation / fare validation | Respond if contacted |
| Ticketing or confirmation | confirmation Transmit and communicate outcome | Issue/confirm transport service | Review confirmation |
| After-sales support | Re-send itinerary, handle service requests were offered | Operate flight, carrier servicing | Check in, travel, request changes where applicable |
Sample fulfillment clause
A booking request is not complete until it has been paid and/or authorized with Traveladesk Inc, the supplier has confirmed the requested services (only if necessary!) and a booking number/ticket number, or full reservation confirmation, is sent and transmitted to the customer.