Info: > Note: Last Updated: 01 Dec 2025

Agent Portal

The Agent Portal lets sales agents, concierges, and similar roles create and manage bookings on behalf of consumers.

Portals reflect the brand configuration of a Channel, ensuring a cohesive, tailored user experience.

Agents can book and manage a consumer’s itinerary by searching in various ways.

Portal access depends on permissions:

Users see only the features and data they are permitted to access.
For example, a user may be allowed to view bookings but not the financial information associated with them.
Special permissions control access to sensitive or personally identifiable information (PII), with all such access being rate-limited and audited for security.

This interface lets agents explore products for consumers, check availability, make bookings, process payments, and manage consumer itineraries.

The Agent Portal gives sales agents a complete view of a consumer’s information, letting them manage personal details, trip details and bookings in one place.

Agents can view and update consumer information, track all bookings, and review each booking’s availability to see products or activities linked to a trip. It also provides access to product discovery, where agents can search for and add new products or experiences to a consumer’s itinerary.

Home page

The homepage serves as a vital hub for agents to manage their daily operations effectively.

Agents can swiftly search for consumers using various identifiers, such as name, email, phone number, bookingId, bookingCode, or external reference as stored in any remote CRM.

On the right side, quick links provide direct access to essential sections, including Consumers, Bookings, and Booking Availabilities. This functionality allows agents to efficiently manage customer details, view or modify bookings, and oversee availability.

Consumer List

The Consumer List page lets sales agents quickly find and manage consumer profiles. Agents can search by name, email, or phone number using the search bar at the top.

Results show key details: full name, given name, family name, email, and phone number. Each consumer name links to a detailed profile where agents can view or update booking information and related records.

Consumer Navigator

The consumer navigator aggregates all data related to a single consumer and facilitates navigation to lower levels of the data, such as trips, bookings, and booked products.

The left panel of the navigator allows the agent to select the available steps, whilst the right panel enables the agent to view and record comments that other agents can see.

Overview

The Overview page displays key consumer details, including full name and email address. It also includes a comments section where agents can record internal notes or observations related to the consumer, helping maintain clear communication and a record of all interactions.

Details

The Consumer Details page gives sales agents a complete view of an individual consumer’s profile.

It shows key personal information, such as given name, family name, email address, phone number, preferred language, and currency.

Sensitive data, such as email addresses and phone numbers, is securely masked and revealed only when necessary, with the right permissions in place to protect privacy.

Trip List

The Trips step lists all trips linked to the consumer, showing trip code, name, arrival, and departure dates.

Agents can click the trip code to view or manage trip details or use the Create button to add trips. These pages help agents manage consumer relationships, view travel history, and keep accurate records throughout the booking lifecycle.

Trip Navigator

The Trip Navigator allows sales agents to manage all trips linked to a specific consumer in a structured and intuitive way. In this section, agents can view the Trip Overview, Trip Details, and Bookings for each trip.

Overview

The Trip Overview page summarises the selected trip and its consumer. It shows the Trip Name, Trip Code, and Arrival–Departure Dates, helping the agent confirm the trip.

Below, the Consumer section lists the traveller’s full name, email, and linked partner (if any).

On the right, the Comments panel lets agents leave internal notes or updates about the trip, such as customer preferences or special requests. These comments are internal only to ensure team coordination.

This page provides a high-level snapshot, giving the agent immediate context before detailed editing or booking management.

Details

The Trip Details page lets agents view or edit key trip information. It includes editable fields for:

Trip Name: The trip title (e.g., “Summer Getaway to Paris”).
Arrival Date: The trip start date, chosen via a calendar picker.
Departure Date: The trip end date, also chosen via the calendar picker.

Agents update these details as plans change, for example, if a consumer alters travel dates or adds activities.

Booking List

The Bookings page gives agents a consolidated view of all bookings linked to the current trip. Each booking is listed in a table that includes:

Code: A clickable booking reference that opens the detailed booking record.
Lead/Ref: The name of the lead traveller or booking reference.
Channel: The partner or sales channel through which the booking was made.
Booking Availabilities: Indicates whether the booking includes confirmed availability.

Agents can click Create to add a new booking directly under the trip or use the Report button to generate a summary of all bookings for administrative or reconciliation purposes.

Booking Navigator

The Booking Navigator provides sales agents with a complete overview of individual consumer bookings, enabling them to view, manage, and modify all key details within a single interface. It is divided into three main sections: Overview, Details, and Availabilities, each designed to give agents full control over the booking lifecycle.

Overview

The Overview page provides a summary of the booking, linking it directly to its associated Trip and Consumer records. It displays the Holibob Booking Reference, Agent/Partner Reference, lead passenger details (name, email, phone), and the total booking price.

Beneath this, the connected Trip and Consumer information helps the agent confirm the booking’s context and ownership.

Details

The Details page lets agents manage products and experiences linked to a booking.

When creating a booking, agents add products using the Add Product button.
After adding products, the page shows all product details, name, date, time, guide language, unit type (e.g., Adult/Child), and price.
The Cancellation Policy section clearly states refund conditions, helping agents communicate them accurately to consumers.
The Booking Summary section at the bottom breaks down the booking, including lead passenger details, total cost, and confirmation status.

The right sidebar offers shortcuts for downloading vouchers, adding products, and leaving administrative comments for internal tracking.

Availability List

The Availability List page shows agents the product availabilities linked to the booking.

Each record displays:

Availability Code (clickable link for details)
Product Name
Status Timeline (confirmation and activity start dates)
Units (e.g., number and type of travellers)
Booking Questions (guest details)
Price and State (e.g., Confirmed, Pending, or Cancelled)

Agents can use this view to track booking status changes, confirm product allocation, or resolve supplier confirmation issues.

Booking Availability Navigator

The Booking Availability Navigator provides sales agents with detailed visibility and control over individual product availabilities within a booking. It helps agents confirm, amend, or cancel specific activities tied to a consumer’s trip while maintaining full transparency over booking details and supplier status.

Overview

The Overview page summarises a product or activity booked under a consumer’s trip. It shows:

Product Name – The title of the booked activity or experience (e.g., Edinburgh: The Chocolatarium Chocolate Tour Experience).
State – The booking status (e.g., Confirmed, Pending, Cancelled).
Start Date & Time – When the activity starts.
Price – The total charge for this activity.

Below, agents can view related information grouped by category:

Booking: Shows the linked Holibob booking reference, lead passenger name, contact details, and total price.
Trip: Displays the associated trip name and travel dates.
Consumer: Provides the consumer’s name, email, and partner association for quick reference.

Details

The Details page lets agents manage operational aspects of a confirmed or pending activity. It displays detailed product information, including:

Activity date and time
Guide language
Participant count (e.g., 1 adult)
Subtotal and price breakdown
Cancellation policy, outlining refund eligibility by timing

On the right, agents can perform key actions such as:

Cancel – Cancel availability directly from the agent interface.
View supplier or consumer actions – See supplier processes or consumer details, if applicable.
Add internal comments – Leave administrative notes visible only to internal users.

Product Discovery

The Product Discovery feature is an integrated part of the Booking Navigator and enables sales agents to add new products or experiences directly within a booking. It allows agents to search, review, and select products in real time without leaving the booking workflow, ensuring a smooth and efficient trip-building process for consumers.

Discover Product Page

This page serves as a searchable catalog of experiences.

The search bar lets agents quickly find experiences by name or keyword.
The product gallery shows cards with images, titles, duration, customer rating, and starting price.
Agents can browse experiences visually and identify the best options for their customers’ destination or preferences.

Details

Selecting a product card directs agents to the Product Details page.

This page provides a full overview of the experience: key highlights, duration, ratings, images, and pricing.
The Check Availability button opens the live booking modal, showing time slots and available configurations.
Agents can discuss details with customers while viewing this page, as it matches the consumer experience.

Availability Modal

Clicking Check Availability opens the Availability modal, where agents configure the booking before adding it to the consumer’s trip.

Agents select the date, departure option, and guide language.
They adjust the number of travellers by category (Adult, Child, Infant), and the total price updates automatically.
A cancellation policy appears at the bottom for transparency before confirmation.
Clicking Add to Trip finalises the selection and attaches it to the booking record.