Embedded Files
Contact/Support
Contact/Support
A new version of the Contact / Support menu has been developed in your Back Office, which represents several improvements for the management of your tickets.
From now on, responses will no longer be received by email and will be received directly in the ticket panel, centralizing all related functions.
But if you have any update on the status of a ticket, you will receive a notification email.
Open a new support ticket
Open the ticket
Request status: can be New, Pending, Waiting for Support, Open, or Closed
Apply filters
Refresh button
If you click on ''Open a new support request'' this tab with a down menu will open:
1. Change a consolidated booking: To request any modification in any of your reservation.
2. Cancel a consolidated Booking: To request the cancellation of a reservation of a consolidated service for our tourism product department
3. Ask a question about a consolidated booking
4. Report a system error: Reporting a system error or something you think isn't going as correctly as usual
5. Add a new provider or update credentials: Add a new provider by passing the keys. You can now also update your credentials wihout requesting it from TravelC support.
6. Know How: For any other general questions
7. Report a TravelC API related subject.
Once you choose any of the five options mentioned, you will be asked for the necessary data to review the query and then, an option will appear where you can describe the query in more detail.
Connect with providers
Automatic connections with providers:
To add immediately and automatically from your BackOffice, go to BackOffice > Contact support > Add a new provider, if you load your keys properly, after passing some automatic tests in milliseconds, you will be able to activate said provider.
Manual connections with providers:
To add a provider that does not allow automatic connection requires adding it manually, it will be necessary to send the request to our team by going to: Backoffice >Contact support > Add a new provider.
Booking management fees
Booking management fees
❗️IMPORTANT: If a service is cancelled, the amount will be refunded in the balance, but discounted the cancellation fees (when applicable).
It will be charged per service based on the amount of the retail price, these amounts will be added for the calculation if they ask in the same request to cancel or change several services:
Transport: 10€/pax & service
Transfer/ rent a car / tickets: 10€/service
Hotel: 15€/ service
Recovery of a booking failed due to insufficient consolidator balance: 5€/pax
TO CONSIDER:
These expenses are per procedure without considering the number of passengers, except for microsites of hotel chains (WHERE IT IS PER PASSENGER).
Changes and cancellations due to force majeure: WE DO NOT CHARGE ANYTHING.
We do NOT charge any expenses and we refund everything when the cancellation can be done automatically using the cancel button.
In the cases of changes where said procedure increases the value of the service and we charge more, WE DO NOT CHARGE MANAGEMENT EXPENSES.
In general apply common sense. We will not charge anything in cases where due to operational limitations we cancel and issue vouchers or cancel and make a new reservation.
If you have more than one Microsite, in the "Microsite" column you can distinguish which this movement belongs to. If that column is blank, it is due our financial department has made that movement manually.
Support department
Support department
Customer service schedule:
From Monday to Friday from 8:30 a.m. to 03:00 a.m. and Saturday from 10:00 a.m. to 01:00 a.m. (CEST)
Contact phone: 0034971557243 (OPTION 2)
WhatsApp:
Spain Office: 0034 683 196 600
Mexico Office:0052 998 214 26 84
Financial department
Schedule: Monday to Sunday from 8:00 a.m. to 5:00 p.m. (CEST)
E-mail: finance@travelcompositor.com
Telephone: 0034971557243 (Option 2)
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