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Flight portal is a new feature introduced within the team where customers can freely select they flights based on their preference eg: Airline, seat upgrades, flight timings, direct and etc.
IMPORTANT NOTE: This feature is currently available to any bookings booked via AU/NZ/US/CA stores.
You may watch the video HERE for flight portal booking procedures via customer's point of view (TIPS: starts at 23:00mins until 33:34mins)
HOW TO ACCESS FLIGHT PORTAL IN PERSEUS
1. The booking details will populate on the bottom part of Perseus providing the overview of the bookings associated on the details you put as below. Once booking is confirmed, click EDIT.
2. Once you click EDIT, you will be redirected to below view. Under BOOKINGS TAB, scroll down and look for FLIGHT SEARCH BUDGET
3. You will now arrive on below page and will be able to see the available flights that are best suitable for customer's holiday.
IMPORTANT NOTE:
Portal is now live for our AU, NZ, US & CA stores.
For flight Inclusive packages - It is still up to MEL team's discretion which bookings will receive an invitation and can access the portal.
For Land Only bookings - For Land Only products, just like we did for the AU store, the flight request form has been removed from the NZ, US & CA stores (from both the website & create booking function in Perseus) and instead we have additional text in the 'Departure City' section to inform customers about our portal. More information on the flight request process for each package type can be found here.
LAND ONLY - FLIGHT PORTAL ACCESS
If a customer has a land-only booking, they can book flights in the portal via Traveler Hub.
Overview:
AU/NZ/US/CA customers will have access to this once the booking is confirmed. (payment, pax details all must be on file)
It is the customers discretion when they book flights.
Land only bookings ONLY, flight-inclusive bookings only have access when set at a product level (Flights team will advise customers ONLY if they have this option).
No other stores will have access other than the above.
WHEN DOES THE CUSTOMER GET NOTIFIED THEY HAVE ACCESS TO THE FLIGHTS PORTAL
Overview:
If they meet the above criteria they will receive an email 1 day post booking being confirmed.
Reminder email 120 days prior to departure, this email is in conjunction with hem sending through their flight details so they have the option.
Reminder email 85 days prior to departure, this email is in conjunction with hem sending through their flight details so they have the option.
WHAT TO DO IF CUSTOMER MENTIONS THEY DON'T HAVE ACCESS
Overview:
Bring up the order in Perseus.
Under 'Bookings' tab, right hand side click on the link next to 'Flight eligibility check'
Review this and determine why the customer does not meet the criteria.
WHAT TO DO BASED ON REASON ADVISED
Overview:
Customer Action Required – If the customer has not completed necessary actions (e.g., submitting the passenger form or making payment), they must do so before proceeding.
Awaiting Booking Confirmation – Customers must wait until operations confirm the booking. No need to escalate unless the booking remains unconfirmed beyond 14 days.
Too Early to Book – If the departure date is not yet within the booking range, advise the customer to wait until approximately 11 months before departure.
Flight Booking Not Enabled (Land Only Package) – If the package is Land Only (LO) and all other criteria are met, escalate this to Jen.
Flight Booking Not Enabled (Flight Inclusive Package) – Customers will not have access to the flight portal unless explicitly offered by the Flights Team. No need to escalate unless advised otherwise.
WHAT IT WILL LOOK LIKE FOR THE CUSTOMER
TRAVELER HUB: Pre-tour booking confirmation in progress.
TRAVELER HUB UPDATE: Once the tour is confirmed, customers will have the option to submit their flight details.
IMPORTANT NOTE: Customers must book via the portal, and should a customer require assistance, please talk them through the process. Once the flights are booked, they cannot be cancelled without costs, so to avoid any oversights, customer must do this.
BOOKING FLIGHTS VIA FLIGHT PORTAL: PURCHASE PATH GUIDE
Customers eligible to use the Flight Portal for their Flight Inclusive/Contribution package or to add flights to their Land Only package can access the portal via the Traveler Hub.
Step 1: Searching for Flights
Search Bar:
Airports: For Land Only tours, customers must select their departure airport, while the arrival airport is pre-filled and cannot be changed. (If no departure airport is selected, an error message will prompt them to enter one.)
Arrival & Return Dates: Pre-filled based on the tour dates but can be extended if needed. The arrival date must be before the tour starts, and the return date must be after the tour ends. (Invalid selections will trigger an error message.)
Flight Type: The option for Return or Multi-City flights is pre-set based on the tour’s start and end airports and cannot be modified.
Number of Passengers: Automatically set based on the tour booking and cannot be changed.
Cabin Class: Defaulted to Economy Class, but customers can select an alternative class.
Search Results & Filtering Options
Once the customer clicks Search, a list of available flights will be displayed. Customers can refine their search using filters on the left-hand side, including:
✔ Number of stops
✔ Flight duration
✔ Takeoff and landing times
✔ Preferred airline
Note, staff can access the Flight Portal via the booking in Perseus to view what search results the customer is seeing. If you do access the flight portal internally (staff access only) you will see a slightly different search results view including:
Budget (pp): this will always be $0 for a Land Only tour but there will be a value for Flight Inclusive / Flight Contribution tours
Total Margin: this will always be N/A for Land Only tours but for Flight Inclusive / Flight Contribution tours this will be the Flight Budget minus the Total Fare.
Please do not discuss either of these with the customer as they are for internal use only.
Step 2: Passenger Details
Once a customer selects a flight from the results page, they will be directed to the Passenger Details page, where they can review:
Flight Information Summary: Displays the selected flight details.
Passenger Details Section: Lists traveler names as per the booking.
Additional Feature:
In the Flight Information section, a clickable icon next to each airline logo allows customers to view the applicable fare rules.
Step 3: Payment
At the bottom of this page the customer will be provided links to the direct website of the airline they have selected to book with and to the airline’s terms and conditions.
Once payment is complete, customers will be able to view their flight details in Traveller Hub and they will also be sent a booking confirmation and flight itinerary to their email address.
updated as of August 5, 2025
Additional Payment Notes:
As flights get issued immediately, payment also has to be immediate, and so has to be via credit card (or debit card). It is not possible to pay by direct deposit.
There is no CC surcharge for flight bookings.
Keywords: flight management portal, airline portal, flight booking system, customer flight access, portal for flights
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