What does it mean?
This support article explains how the agent-facing booking portal works for reseller and agency users. It is intended for agents who log in to search products, choose the correct channel, make bookings on behalf of customers, and manage those bookings afterwards.
The portal reflects the configuration already set up in TourCMS, including available channels, live product content, pricing, availability, required checkout fields, and notification templates. This means agents should use the portal as their operational booking workspace, while understanding that what they see and can do depends on their channel access and the settings configured by the operator.
In short, this guide helps agents understand what to expect when using the portal, where key actions are located, and how bookings flow from product selection through confirmation, amendments, cancellations, and customer communications.
What should I do?
Logging in & channel selection
- Single-channel portals: If the portal connects to only one channel (or the agent only has access to one), the product catalogue opens immediately upon login.
- Multi-channel portals: If the agency has access to multiple channels, a Channel Selection screen appears first.
💡 Best Practice: Use dedicated, clearly named B2B channels in TourCMS when operating in a multi-channel setup.
Making a booking
- Resellers browse and search products using live TourCMS descriptions, images, real-time availability, and departure calendars.
- Product notes: If multiple product options exist, relevant notes are shown to guide the agent.
- Named tickets & required fields: If configured in TourCMS, guest names and required custom fields will be requested during checkout.
- Checkout & notifications: The reseller sees the exact price and net/commission breakdown before clicking Book Now. Standard channel confirmation and cancellation emails are triggered automatically upon booking.
Once the booking is confirmed, the agency receives the standard confirmation emails configured for the channel.
The operator will also receive cancellation notifications and any template notifications set up at channel level.
Managing bookings
From the booking details screen, agents can:
- Resend tickets & Print vouchers
- Edit & Amend booking details
- Cancel bookings (Note: Bookings for non-refundable products cannot be modified or cancelled)
Booking detail tabs
- Money Tab: Displays full payment breakdown, amount paid, balance due, and commission earned.
- Travellers Tab: Displays lead customer details and individual guest information.
Portal navigation & menu features
The main navigation bar provides direct access to:
- Home / New Booking (returns to channel selection on multi-channel setups)
- Booking Search (lookup by booking reference & operator)
- General Booking Search
- Session History
- Agency Profile
- Shopping Cart
- Terms & Conditions / Privacy Policy
- Log Out
If the portal uses multiple channels, selecting New Booking will return the user to the channel selection screen.
