My Trips Frequently Asked Questions

Transcription

1 My Trips Frequently Asked Questions How do I access My Trips?... 2 What is a Guest User?... 2 What is a Sign in & Account User?... 2 What are the language preferences for My Trips site?... 2 How do I create a User ID for a Sign in & Account User?... 2 What do I do if I have forgotten my User ID?... 3 What do I do if I have forgotten my Password?... 3 My account has been locked. How do I unlock my account?... 3 I haven t used my User ID for a while and My Trips isn t accepting it. What do I do?... 3 Why does My Trips sign me out when I haven t clicked on the Sign out button?... 3 How do I change my password within the site?... 3 How do I change my name within the site?... 3 How do I view, edit or change my security questions?... 4 How do I change my address?... 4 Why don t I have access to a booking on My Trips? The system won t let me display it What information will I see on My Trips?... 4 How long will Historical data be stored on My Trips?... 4 How do I search for a booking? I have lots of bookings for other Travellers and myself. There are just too many bookings under the active or Historical Tab How do I view documents via My Trips for a booking?... 5 How do I documents from My Trips?... 5 How do I obtain the latest version of my itinerary on My Trips?... 6 What information do I need to login as a Guest User?... 7 What information will I see on My Trips as a Guest User?... 7 How can I access the trip details as a Guest User?... 7 Why don t I have access to a booking on My Trips as a Guest User? The system won t let me display it?... 7 Why can t I view the PDF document on My Trips as a Guest User?... 7 How do I obtain the latest version of my itinerary on My Trips as a Guest User?... 8 How long will Historical data be stored on My Trips as a Guest User?... 8 Why don t I have access to a booking on My Trips as a Guest User? The system won t let me retrieve it?... 8 MyTrips User Guide:... 9 Page 1 of 11

2 How do I access My Trips? The URL to use for My Trips is What is a Guest User? A Guest User is unable to view their documents online. There is functionality on the site for a Guest User to their documents to their address. For more information please refer to the below Guest User Frequently asked Questions or the My Trips User Guide. What is a Sign in & Account User? A Sign in & Account User can view all of their documents online as well as have the ability to their documents to their/others address or add addresses for other recipients. For more information please refer to the below Sign in & Account User Frequently Asked Questions or the My Trips User Guide. What are the language preferences for My Trips site? At present, only English language is supported for My Trips site. Sign in & Account User Frequently asked Questions How do I create a User ID for a Sign in & Account User? 1. Click on the Sign in & Account Tab on the login page of the site 2. Click on Create New Online account 3. Enter personal information on the Details screen and click on Next 4. Complete Account Details screen and click on next 5. Click on Done in the confirmation screen. An will be sent to the registered address. 6. Click on the URL link in the . This will then take you to the login screen. 7. Enter your User ID and password. Click on Login. 8. Your User ID has now been setup to use the site. Please note: i. Step 4 My Trips uses the latest Google recaptcha technology. Your Captia experience will be determined by the browser you are using. Some browsers will require you to go through the recaptcha process multiple times while others may simply ask you a verification question. ii. Steps 6 and 7 must be done within 24 hours. If not completed with 24 hours, you will need to create a new User ID. iii. To protect your personal data the system design is to only allow access to recipients that have their address contained within the booking. Hence, the address you are registering in Step 3 above should be the one that you use for your bookings.

3 What do I do if I have forgotten my User ID? 1. Click on the Sign in & Account Tab on the login page of the site 2. Click on Forgot User ID link on the login screen 3. Enter the registered address 4. You will receive an with your User ID. What do I do if I have forgotten my Password? 1. Click on the Sign in & Account Tab on the login page of the site 2. Click on Forgot Password link on the login screen 3. Enter Login and click on next 4. Answer Security Questions and click on next. 5. Reset your password and click on Submit. 6. Your Password has now been reset. Please note: Only 3 attempts will be allowed to answer security questions in any period of time. If all 3 attempts fail, your account will be locked and you will have to follow account unlock process. My account has been locked. How do I unlock my account? 1. If you get the locked screen, click on Unlock ID link 2. You will receive an with an unlock ID code 3. Enter your USER ID, new password and the unlock ID code. 4. Your account has now been unlocked and you can log in as normal. Please note: Steps 3 must be done within 12 hours. If not you will need to complete the unlock steps again. I haven t used my User ID for a while and My Trips isn t accepting it. What do I do? User ID s will be deleted from the system if they haven t been used within the last 90 days. You will need to create a new online account. Why does My Trips sign me out when I haven t clicked on the Sign out button? To protect your personal data My Trips will automatically log you out of the site after 20 minutes of inactivity. How do I change my password within the site? 1. Click on Account from the home page. 2. Click on the Edit button that is on the same line as Password. 3. Reset your Password and click on Submit. How do I change my name within the site? 1. Click on Account from the home page. 2. Click on the Edit button that is on the same line as name. 3. Edit your name and click on submit.

4 How do I view, edit or change my security questions? 1. Click on Account from the home page 2. Click on the Edit button that is on the same line as Security question that you would like to review. 3. View or make appropriate changes and click on Submit. How do I change my address? You are unable to amend your address within your profile. To change your address you will need to create a New User ID. Please refer to FAQ in how do I create a User ID for a Sign in & Account User? Please Note: i. In order to view your reservations, the address you use on this site, must match the address in your reservations. ii. If you change your address you might not be able to access old bookings with your New User ID. This is due to your old bookings not containing your new address. To protect your personal data the system design is to only allow access to recipients that have their address contained within the booking. Why don t I have access to a booking on My Trips? The system won t let me display it. To protect your personal data my trips will only allow access to booking that contain your address. What information will I see on My Trips? My Trips will display a list of Active Trips (any untravelled trips) and any Historical Trips (any travelled trips). Please note: For all active and historical trips, the Booking Reference, the date of departure and the last transaction date (when the last was delivered) will be displayed. How long will Historical data be stored on My Trips? Data will be held for 90 days following the last date on the travel itinerary.

5 How do I search for a booking? I have lots of bookings for other Travellers and myself. There are just too many bookings under the active or Historical Tab. 1. Click on Active or Historical 2. Use Filter options on the left hand side of the Home screen. 3. Enter Text in the boxes and click on Submit. 4. Bookings will be displayed as per the search or filter criteria. Please Note: To use this functionality the minimum requirement is to enter text in one search field box. The more boxes you complete will reduce the number of bookings that will be returned. How do I view documents via My Trips for a booking? 1. Find the booking that you wish to view. 2. Click on the plus located on the left hand side of the booking reference. 3. You will now see all documents associated with the booking reference. 4. Double click on the PDF icon for the document you wish to view. 5. Click on Open and your document will be displayed. Please Note: The Itinerary document on My Trips may not reflect the latest itinerary details. This is due to My Trips storing the last Itinerary that was processed. To obtain the latest version please use the option by clicking on the blue envelope which is located on the left hand side of the booking reference. To view and/or print documents online you need to have Adobe Acrobat Reader version 4 or greater installed on your computer. If you do not have Adobe Acrobat Reader, you can download it for free from: How do I documents from My Trips? 1. Find the booking for which you wish to documents. 2. Click on the blue envelope which is located on the left hand side of the booking reference 3. Select the document you would like to Select and/or enter the address(es) for which you would like to send the document(s) to. 5. Click on Submit. Your document will now be ed to the nominated recipients. Please note: My Trips will allow you to send multiple documents to multiple addresses at the same time. You will receive one per document.

6 How do I obtain the latest version of my itinerary on My Trips? To obtain the latest version of your itinerary please use the option by clicking on the blue envelope which is located on the left hand side of the booking reference. Please note: i. The itinerary document on My Trips may not reflect the latest itinerary details. This is due to My Trips storing the last itinerary that was processed. Always use the option to obtain the latest version. ii. It is important to understand that when ing the itinerary from My Trips, the PDF on the site will be updated to reflect the itinerary details that are present in your booking at the time of the request. This means that if travel has started, the travel details which have already passed may no longer appear on the PDF. If you are simply looking for a copy of your itinerary, it is recommended that you download and save the PDF version available on My Trips. For travel that has been completed, you can still and/or download a copy of your itinerary. The system will provide you with the last itinerary version. For more detailed information please refer to the My Trips User Guide.

7 Guest User Frequently asked Questions What information do I need to login as a Guest User? For access to My Trips, the traveller or travel arranger will need to provide the following information Passenger Last Name An address this is the address that is in the booking. American Express Booking Reference (not Airline Booking Reference), Invoice Number or Ticket Number What information will I see on My Trips as a Guest User? My Trips will display a list of Active Trips (any untravelled trips) and any Historical Trips (any travelled trips). Please note - For all active and historical trips, the Booking Reference, the date of departure and the last transaction date (when the last was sent) will be displayed. How can I access the trip details as a Guest User? 1. Find the booking that you require. 2. Click on the blue envelope which is located on the left hand side of the booking reference. 3. Select the document(s) and recipient(s). 4. Click on Submit. Your document will now be ed to the selected recipients. Please note: My Trips will allow you to send multiple documents to multiple addresses at the same time. You will receive on per document. You will notice that for security purposes 50% of the address data will be masked. Why don t I have access to a booking on My Trips as a Guest User? The system won t let me display it? To protect your personal data My Trips will only allow access to bookings that contain your address. Why can t I view the PDF document on My Trips as a Guest User? To protect your personal data My Trips has added security so that documents can only be ed out to you, not viewed online. If you require access to view documents online please setup a User ID. Please refer to FAQ in how do I create a User ID for a Sign in & Account User?

8 How do I obtain the latest version of my itinerary on My Trips as a Guest User? To obtain the latest version please use the option by clicking on the blue envelope which is located on the left hand side of the booking reference. How long will Historical data be stored on My Trips as a Guest User? Data will be held for 90 days following the last date on the travel itinerary. Why don t I have access to a booking on My Trips as a Guest User? The system won t let me retrieve it? To protect your personal data My Trips will only allow access to booking that contain your address. For more detailed information please refer to the My Trips User Guide.

9 MyTrips User Guide: Enter user details as below and then choose Next. Complete secret questions to help with forgotten passwords.

10 An will then be sent to confirm registration Once Logged in you will have access to all reservations that contain the address you have registered with. All data on the site will be based on the last set of created information. If you need updated itinerary details there is an icon to submit for transmission. The site will contain trips that have been completed in the last 90 days. All passed date trips will be contained on the Historical Trips tab. Expansion functionality Delivered in Green (The recipient server successfully received the if the customer has not received it they will need to refer to their internal mail server team) In Progress in amber (The was sent but we are waiting for the reply from the /client recipient server to know if it was successfully received or if it failed) Failed in Red (please validate the address and if it is correct the customer will need to refer to their internal mail team)

11 Account settings: