AGENT WEBSITE USER GUIDE

Transcription

1 AGENT WEBSITE USER GUIDE

2 CONTENTS. 1. Table of Contents 2 2. Introduction 3 3. Key Features 3 4. Differences 4 5. Registration and Login 4 6. Finding and investigating trips 8 7. Booking a trip Review existing bookings Booking reports 42 Appendix A: Manage my account 44 Appendix B: Applying Last Minute Deals and Promo Codes 47 Contiki is a part of The Travel Corporation family of brands Copyright 2015.

3 2. INTRODUCTION. Welcome to the Contiki Agent website, which has been designed with a focus on clarity and ease of use. This guide is intended for new users and experienced hands alike. 3. KEY FEATURES. The Contiki Agent Website allows Travel Agents to: Explore the entire Contiki trip range, with up to date pricing and availability information throughout Browse all available deals Book trips for your customers Manage all of your existing bookings Obtain information on all the latest agent incentives, training schemes and marketing support Order Contiki brochures for your store 03

4 4. DIFFERENCES. For Travel Agents who are most interested in knowing what s different between this version of the Contiki Website and the previous version, here are the pages that have had the most significant changes and may warrant further reading of this guide if you cannot find your way. Homepage deals and incentives Search (See page 8 for lots more information) Manage my profile Registration and Login Make payments on your bookings. Pay deposits on hold bookings, make complete payments, or anything in between (See page 28 for details) If you already have an account, please skip to section 4.2 Login on page REGISTER FOR TRAVEL AGENT ACCOUNT. All Travel Agents need to be associated with a store. As such, finding your store is the first step to registration. Enter your store membership number or phone number in the Register form at and press the Find Agency button. To find your store, please enter your store membership number or phone number here. 04

5 This will either report that your agency could not be found (see Appendix A: Manage my account on page 37 if this is the case), or more likely it will locate your agency and return a list of names of Travel Agents at that store. If your name is already on the list, you should be able to log in already (See section 4.2 Login on page 7). However, if you are not on the list, you can press the Register Here button to create a new Travel Agent user account at your store. 05

6 If your name is not on the list of Agents at your store, you can press Register Here to create a new Travel Agent account at your store. Fill in the form and press Create Account when you are happy your details are correct. 06

7 5.1. LOGIN. If you already have an account, you can log in with your user credentials here: If you cannot remember your credentials, just click on the Forgot member name or Forgot password link as appropriate. This will then allow you to retrieve your existing details. 07

8 6. FINDING AND INVESTIGATING TRIPS SEARCH. You can search for trips on every page using the search box at the top of the screen. Just enter your search term (e.g. Paris or France) and press your Enter key, or click on the little magnifying glass icon. If you know the Trip Code you are looking for, you can simply enter it here to be taken to the trip page Search for trips here. Leaving the field empty and just clicking on the magnifying glass will return all Contiki trips across all the regions we visit. Alternatively, from the homepage,, you can search for a term and / or other parameters such as length of trip, time of year, price, or trip type. In the example below, we are looking for a trip that visits Paris that is 1 to 2 weeks in length, departing May

9 6.2. BROWSE A LIST OF TRIPS. As well as searching for custom criteria, as outlined above, you can also browse lists of our trips based on regions visited. From any page, you can click the Trips link in the navigation at the top of the page, and then select the desired region to travel. Select a region to see a list of available trips. Alternatively, on the homepage, there is a list of our trip destinations. You can just click one of these links and you will be shown a list of available trips for that location. Click one of these links on the homepage to see a list of available trips. 09

10 6.3. SEARCH RESULTS. Once you have entered your search terms, or selected a region to visit, you will be presented with a list of relevant, available Contiki trips. This list presents a lot of information, and can also be further refined to help narrow down your hunt Your search term (if you entered one). Here we have entered Paris. You can modify this at any time and start your search afresh 2. Number of Results and Clear search. The Number represents how many available trips have been found. Clear search just removes all critea and will have the effect of returning all available Contiki trips across all regions we visit. 3. Locations: Select this to limit your search to specific continents and / or countries. E.g. Your customer might want to ensure they visit Italy 4. Start date End date: Select this to limit your search to a specific range of dates. E.g. Your customer might only be able to travel between 1 August and 15 September. 5. More: Behind this are a few extra filters for type of Experience and trip styles. E.g. Your customer might want a Sailing trip, or to go Easypace day to 55 days: Use this slider to set a Trip length. E.g. maybe your client is looking for trips between 7 and 10 days in length to 6,500: Use this slider to set a price range for trips. E.g. Your client might only have $2,000 to spend. (NB. Currency will be specific to your location, e.g. Travel Agents in Australia will pay in AUD, Travel Agents in Britain will pay in GBP, etc.) 10

11 Choose what to see Detailed Map List: Choose what view you would like the for your results: Detailed view: Map view: List view: 11

12 9. Sorting: Chose how you would like results sorted: a. Relevance (default): This uses an algorithm to determine which trip most closely matches all of your criteria. b. Price: This sort the trips based on price. You can select Low to High or High to Low. c. Duration: This sorts the trips by length. You select longest to shortest, or shortest to longest d. Rating: This is based on the number of reviews and average score. It will sort highest rated first 10. Show: 20 per page, or all results. This allows you to select to see all results at once. The default behaviour is to show 20 results as All results can slow things down if you re on a slow internet connection. Select all if your internet connection is up to it and / or you don t mind the extra wait for the full list to come back. 11. Pages: If you have selected Show 20 results per page these numbers allow you to browse through the full list of results. Detailed View. Map view and list view show a subset of the above data, for the flow of this document, we will only consider what information is available in detailed view Trip Code and Trip Name: The Trip Code is the same as you see in our Contiki brochures. If you know these codes, they re a great way to find our product fast using the search box at the top of every page. The Trip Name is also a great way to search when you have a specific trip in mind. Again, these will be the same as appear in our Contiki brochures 12

13 Type and Featuring: This outlines the style of trip and places visited. This headline information is often useful when trying to further narrow down choices with your customer 14. Duration and pricing. Obviously of significant importance to your customer, this is the critical information you need. We also highlight any deals here: Early Payment Discounts (EPD) and Last Minute Deals (LMD) To see which departures these refer to, select the quick view button 15. Trip Map: This is a convenient map of the trip. Clicking on it will enlarge for an easier view to share with your customer. 16. Add to ebrochure. If you are creating a custom ebrochure for your customer to take away, clicking this will Add the Trip to their brochure. (This will become the remove link if it is already on their list). 17. View Trip: This will take you to the trip details page where you can view all of the Trip information and book a departure if the sale is going well. 18. Quick view. This is a new feature to the Contiki Agent Website and allows you to see more details without leaving the results page. It is not as comprehensive as the trip details page, but should make it significantly quicker for you to select a departure for your customer without going back and forth between lots of different trips and the list of trips. In quick view, you can tab between Departures (which you can book from without going to the trip page first), Itinerary (which allows you to see an outline of where the trip goes), and Inclusions (which lists Accommodation, Team, Food, Included activities and optional Me Time activities. 13

14 Quick view - Departures. Quick view Itinerary. Quick view Inclusions. 14

15 6.4. TRIP PAGE. The trip page conveys a lot of information. The following screenshots and accompanying notes outline the main areas of the page, the information you can find there, and explains any relevant functionality. Overview. You can find a general overview at the top of the trip page: Sticky Nav that follows you as you scroll down the page. This is particularly useful on some of the longer trips with a lot of information to convey. Includes the trip name, links to Itinerary and Departure information, and a button to check availability. 2. Clear, important information about the trip, including pricing, savings, review ratings, and general, descriptive overview. 3. Maps and photos. Clicking on any of these will expand for you see more or show to your customer. 4. Prominent call outs to book or hold a trip, or Contact us. 15

16 Itinerary. The next thing we come to on the trip page is the itinerary. This details all of the places visited on the trip: Useful Sales reference for Contiki s ME Time Optionals and Backstage Pass. 6. The outline of the itinerary. You can click anywhere on a row of the itinerary to expand that row. Alternatively, clicking the Expand All link will expose the details of all legs of the trip. The detailed leg view includes a lot of useful detail about the day itself, plus accommodation, included meals, included activities and the ME Time Optionals. 16

17 Detailed description of the day. Accomdation and included food. Included activities. ME Time optionals. 17

18 Departures/availability Trip starts: This shows the Date and Time that the trip starts. 8. Trip ends: This shows the Date and Time that the trip ends. 9. Discount price: This shows the best price if discounts are available. An orange icon indicates that the discounted price is for an LMD (Last Minute Deal) N/A if there is no discount currently available. 10. Savings: If there is a discount price, this shows the difference between the full price and discounted price. 11. Standard price: this is the regular, full price of the trip, without any discounts. 12. Availability: Tells you if the departure is available, on-request (can only be booked over the phone) or closed. 13. Departure status: Is this a Definite Departure (guaranteed) or not? 14. Departure notices. Departures specific notices that may help sell the trip. Examples might include Features full moon party. Or passes through Rio during 2016 Olympics. 15. Book now. Button to book that departure. Pressing this will take you to the booking wizard where you can put a Trip on hold, pay the deposit or pay in full. 18

19 7. BOOKING A TRIP. Once you have found your trip (see section 6 Finding and investigating trips on page 8 for instructions on finding a Trip), booking a trip is very straightforward. There is an easy 3 step process: step 1 confirm trip details and add any promocodes, step 2 add passenger details, step 3 confirm booking or put on hold. It couldn t be quicker! Select the chosen departure from Search Results Quick View menu, or Select Book Now on the trip page. You will then be taken to the first step of the booking wizard 7.1. THE BOOKING SUMMARY BAR. Throughout the booking process, you will find on the right hand side a full summary of the booking. It is worth familiarising yourself with this as it makes it very easy for you to track what is and is not currently on the booking. You can also see the commission you will earn at the bottom of this bar: 19

20 7.2. BOOKING STEP 1 TRIP OVERVIEW. In this step, you only have to review the number of passengers, number of rooms, and size of room (when this option is available). There are also several optional bits of information, but you only need fill these in if your customer would like extra nights, or has other special requirements Confirmation of the chosen trip, and information on duration, and start and end locations and dates. 2. Select how many passengers. 3. Configure their room options. The room types are one or more of the following options (depending on availability): a. Single b. Twin Share c. Triple Share d. Quad Share e. Multi Share 20

21 On this page, you also have the option to: Add additional nights at the start and / or end location (subject to availability). To book anther trip, either finish booking the current trip then, select a new trip to book and follow the process or simply request a call-back form our reservations team to add another trip. Provide flight details and book transfers: 21

22 Apply any Early Payment Discounts, Past Passenger Discounts or Promotion codes as appropriate. 22

23 Once Step 1 is completed, you will have a total price for the trip, optional hotel nights and all passengers, with any discounts incorporated into the final price. You can then proceed to step 2 where you will enter the passenger details, or if the customer is not yet committed, you can them and / or yourself a copy of the quote at this stage BOOKING STEP 2 PASSENGER DETAILS. On Step 2, you simply provide the details of the individual passengers. Name, Gender, Date of Birth, contact details, any special requirements and notification of past passenger status. (Please note, at time of writing, only Name, Gender, and Date of Birth are mandatory. This is great if you re trying to move through the booking process as quickly as possible.) 23

24 Passenger Details continued. 24

25 7.4. BOOKING STEP 3 PAYMENT. On step 3, you can decide to put the booking on hold, pay a deposit, or pay in full. As with steps 1 and 2, you can still review all of the booking details in the right hand side bar. Take this opportunity to double check everything is correct, and then place the booking. Depending on the arrangements your Travel Agency has with Contiki Holidays, you may be presented with different payment options. Please chose which ever payment method is most appropriate to your business and proceed to provide the requested details 25

26 Press Book Now and you re all done! The final screen is just a confirmation that your booking has succeeded and includes the full booking reference and confirmation of trip and trip dates. 26

27 On this confirmation page, you also have the option to send a copy of the invoice to recipients of your choice, and / or provide us with feedback. When you re all done, just press Return to our website, and you ll be returned to the Contiki Agent Website. 27

28 8. REVIEW EXISTING BOOKINGS. To review your existing bookings you can: 1. Click the My bookings link that appears at the top of every page 2. Click the My bookings link near the top of the homepage 3. Click the Booking reports link also near the top of the homepage The two My Bookings links will take you to the Manage My Bookings system. Meanwhile, the booking reports link will take you to the booking report generator (more on this in a moment) 28

29 8.1. MY BOOKINGS. Booking list. All the bookings made by the TA are displayed when MMB loads up, as shown in example below. Click the dropdown to change between Fully paid and Outstanding. To view the details of an individual booking, click on the desired booking and it will load. The booking list will become hidden as shown in the example below. 29

30 If you want to switch to another booking, click on the >> on the left hand side of the screen to restore the list of booking. From the booking list select the next booking you would like to amend. Please note that the previously opened booking will be closed. The current booking is highlighted by the green tick as shown below. 30

31 8.2. AMEND A BOOKING Adding Pre and Post Accomodation. To extend the stay of your passengers click on the Tour Extras tab on the navigation bar. From this page you can add both Pre and Post accommodation plus IO flights. 31

32 To add a pre or post accommodation, select the hotel from the drop down list and choose the number of nights and then click on ADD ROOM. Click on Select passengers and pick from the list displayed as shown below and then click on Select for Twin Room. Continue the process by clicking on ADD TO BASKET button and a message will pop up, example of message is shown below. Please note that you need to click on ADD TO BASKET for pre and post separately. Clicking on the make another hotel reservation links takes you back to Tour Extra page. 32

33 Removing Pre and Post Accomodation before adding to booking. You can remove the pre and post accommodation by going to the basket from the main navigation bar and then click on the X as shown below. Please note that once the accommodation has been added to the booking, it can no longer be removed by the Travel Agent. The only way to remove the tour pre and post accommodation is to contact the call centre. Enter IO Flight Details. This feature can be configured for brands via the Admin Console settings. To enter flight information click on the button below. 33

34 Enter the details of the flights as shown in the example below. Please note that you will not be able to add or amend the information entered except through the call centre. 34

35 8.3. REGISTRATION - CHECK IN PASSENGERS Registration is required for each guest/passenger on the booking. For Travel Agent and Client Direct bookings you can view all passengers on the booking and update their details. This area has 4 individual tabs 1. Details 2. Passports 3. Preferences 4. Travel Protection

36 Registration Details. Any information we have already captured in Tropics will be shown in this section. Details to be filled in per passenger and will be updated into Tropics once the user has saved the changes. Have you travelled with us before? When checked this section will expand to allow the user to enter the Trip and date they have travelled with us previously. Once the information has been applied it will apply the details and discount (if applicable to the Tropics booking). 36

37 Passport Details. Any information we have already captured in Tropics will be shown in this section Details to be filled in per passenger and will be updated into Tropics once the user has saved the changes. Is the Guest Travelling Abroad? We require some additional information when the passenger is travelling abroad. They need to check yes, and a new section will appear for them to enter additional passport details. 37

38 Guest Preferences. Special dietary requirements are free text and will be updated in the booking notes. The QC team need to add to the remarks section. Travel Protection. If passengers have either Travel Insurance or Gold Seal Protection (GSP) booked it will show what they have booked. If guests don t have Travel Insurance or GSP booked through us a section will appear to ask them to provide their Insurance details for us. 38

39 8.4. PAYMENT To access the payment options click on the Financials Tab from the navigation bar. Please note that if there are unconfirmed items in your basket an appropriate message will be displayed as shown below. Payment Schedule. The payment schedule tab is displayed by default after clicking on the financial tab above. You can pay the full amount or make a partial payment as shown below. Please remember to tick the check box next to I have read and agree to the terms and conditions. 39

40 Invoice. Invoices can be accessed on the second tab in the financials screen as shown below. Travel agents have the option of or downloading the invoice types. When the invoices are sent by the following message is displayed on the screen. 40

41 8.5. YOUR TRIP This section shows the Tours the guest has booked including the room type and passengers booked. This will appear as a side panel on each of the pages. The user can also expand and read the trip notes 41

42 9. BOOKING REPORTS. From the homepage, click on the link Booking reports. This will take you to the reporting screen where you can request a report: Travel Agency and Travel Consultant will be restricted based on your permissions. Agents can only report on their own sales, but a store manager can request reports on any staff member within their store. 2. If you looking for a specific trip or passenger, enter that here. 3. Provide a date range to report on (This is the only mandatory information and you must always set it whenever you request a report everything else is optional). 4. The last three sections just allow you to further refine your report, based on booking status, payment status, or booking value. 42

43 Once you have configured your report, press Pull report. Your sales data will load into a table like so: You can save the report as an excel spreadsheet. This is good for future reference, or if you need to distribute the report within your organisation. 2. You can sort the report by clicking on any of the headings. Clicking a column heading once will sort lowest to highest, clicking on the same column heading a second time will reverse the sort: highest to lowest. 3. A summary of the key statistics: bookings made, passengers travelling, total value, commission earned, and any outstanding balance. Please note: we are continuing to work on the Contiki Travel Agent Website and hope to improve the booking management and booking reporting tools in line with the great changes we have already seen in the rest of the Contiki Travel Agent Website 43

44 APPENDIX A: MANAGE MY ACCOUNT. Register my Store. If you cannot find your store on the registration screen, you will need to register the store before you can register yourself. This is not a fully automatic process and the data you supply will be reviewed by your local Contiki sales team before everything goes through. Just click the link to Register my agency and follow the instructions to complete the process. Alternatively, if you think there is an error and believe your Agency does already exist in our system, please contact us. 44

45 Modify my user details. If you want to modify some of your user details (such as your password, name or address) click the My Profile link that appears at the top of every page. This will take you to a page where you can modify all of your details. Just click the Edit details link and you can start modifying your details: 45

46 Change my Store. If you move to a different store, I m afraid you will have to create a new account linked to your new store. Your old account and bookings all remain associated with your old store so that your colleagues can continue to follow up on enquiries. (Particularly important for bookings that have not travelled yet.) To register at a new Store, please just follow the steps on page 5 to register for a new Travel Agent Account. However, if you are the store manager and just want to change some of the details about your actual store (maybe the phone number has changed or your store has moved to a new street address), you can modify the Store details from your profile view. Click on the My Profile link that appears at the top of every page: Then click the Agency link on the left hand side. If you are the store manager, you can request changes to the store details (such as new address, new phonenumber, etc.) As with your personal account details, just click the Edit details link and make the necessary changes: 46

47 APPENDIX B: APPLYING LAST MINUTE DEALS AND PROMO CODES. Last minute deals are a great way for customers to save on trips departing in the near future. You can find Last minute deals advertised in three key places: Called out on the Search results page. Advertised on the relevant departures on the trip page. Listed in full on the Last Minute Deals page. On search results. Trips with a Last Minute Deal show the reduced price, the amount of the saving, and specifically mention that there are Last Minute Deals available: Last minute deal. To see the applicable departures, Click View trip and look for Last Minute Deals in the Departure List (see over). 47

48 Trip Page. Last Minute Deals have an orange circle next to them on the departure list: The discounted price 2. The saving 3. The normal price 4. The Promo Code (Copy this before you press Book Now, you ll need to enter it later into the booking system) On the Last Minute Deals page. You can access the Last Minute Deals list from anywhere on the site. Just hover over the Deals item in the navigation at the top of every page, and then select Last Minute Deals: 48

49 This will then load the Last Minute Deals page, which lists all Last Minute Deals currently available, great if you have a customer who is keen to travel soon and is looking for a bargain: Select to see All Deals, or just deals in a specific part of the world. 2. Overview of a Trip that currently has Last Minute Deals. In this example, the 25 Day, Big Indochina Adventure. 3. Last Minute Deals apply to specific departures. This area shows the departure date, and how much your customer could save. 4. The Promotion code and a book now button. You need to copy that Promo code before you press Book (you ll need to copy it into the booking system later). 49

50 Booking a departure with a Last Minute Deal. If booking a departure with an LMD, you need to copy the Promo code so that it can be entered into the booking system. Press book now (from a trip page or the Last Minute Deals page), and then enter the Promo code you have copied into the promotions box at the bottom of the booking overview page. Press Add promotion and the discount will be applied. You ll be able to verify that in the booking summary bar on the right hand side. 50

51