FAQs for Airlines

With MyTravelport, you will be able to create new cases, check the status of ongoing cases, and view and reopen closed cases.

Scroll down the Home page to view the Travelport support section. This section provides access to the Travelport support services that are provided within your contract. If you have 24/7 telephone support, the support number displays in this section.

• Option 1 is for emergency incident management and is available 24x7
• Option 2 is for questions relating to an existing case. Support available during business hours Monday – Friday GMT
• Option 3 is for any other queries. Support available during business hours Monday – Friday GMT

Yes. Once you log into MyTravelport (https://my.travelport.com), select the Help and resouces menu then Travelport support. The Travelport support portal opens. From this portal, you can search knowledge articles and raise a case.

Yes, you can attach files to a case. We request that you attach XML messages and code rather than pasting it into a text box.

If your organization does not have an administrator, you can create an account on MyTravelport (https://my.travelport.com). You are automatically assigned a default role, which can be changed by your administrator once one has been assigned. You can also open a case to request that your user role be changed.

Travelport creates the initial administrator for every organization. Choosing the right administrator(s) is important as they manage all the organization’s MyTravelport users, access to MyTravelport functionality, and case management. To nominate the administrator for the organization, contact your Travelport account manager.

The administrator manages the self-registration rules. Administrators approve self-registrations by selecting the Administration menu then Manage users.

In all cases, when a user is approved and/or created, they receive a “welcome e-mail” to MyTravelport where they set their own password and then log in to start using MyTravelport.

If your organization’s administrator allows self-registration, you will be able to register. If not, contact your organization’s administrator. It is important that you do not register using a different account for the same person.

To self-register,

1. Go to https://my.travelport.com.
2. Select Create account.
3. Complete the form.
4. Select whether you work for a travel agency, airline, or developer.
5. Complete your organizational information.
6. Select I’m not a robot.
7. Select Register.

Yes, you will be logged out automatically after 30 minutes of no activity.

1. Login to https://my.travelport.com/.
2. From the Help and resources menu, select Travelport support.
3. The Travelport Support site opens in a new browser tab. Select Raise a Case.
4. By default, all forms display in a list. Select the form for your issue. To narrow the options displayed, select a category on the left. You can also enter a search term at the top of the page.
5. Based on the short description you enter, related knowledge articles that may solve your issue are listed. If you select a knowledge article, it expands within the page.
6. If the knowledge articles do not solve your issue, complete the form to raise a case.
7. Select Submit.

1. Login to https://my.travelport.com/.
2. From the Help and resources menu, select Travelport support.
3. The Travelport Support site opens in a new browser tab. Select Raise a Case.
4. Enter MyTravelport in the search field and press Enter.
5. Select the MyTravelport form from the results.
6. Complete the form.
7. Select Submit.

When a new user is created in MyTravelport, they are sent an automated e-mail which contains verbiage for the acceptance of the site’s Terms and Conditions and most importantly has a link to “Set Password” so the user can complete their account set-up and start using MyTravelport.

If you selected a default CIDB in your profile, the search defaults to that GDS. Some content, however, is tagged as “general content” and will show regardless of the GDS selected.

If a user is suspended or terminated, select the Administration menu then Manage users. Use the “Disable" option.

Normally, you are designated as administrator by your Travelport account manager. Or, another administrator within your organization may have assigned you the role of administrator. If your organization does not have an administrator, contact the Travelport help desk. They can add you to MyTravelport and make you your organization’s administrator.

If your company is not yet set up to use MyTravelport, contact the help desk or your Travelport account manager.

If you are using MyTravelport, your administrator is listed in your profile settings. Select the Profile icon in the upper right then select My profile. Select the Edit profile tab. Your administrator's name and email display in the Customer number section.

Yes, access can be granted from wholly restricted to the user’s own requests right through to full organization global access. Refer to the User Type and Incident View steps of managing users.

Yes.

No.

An increasing number of e-mail clients include spam blockers that can affect delivery and display of e-mail messages. This means that sometimes those desired e-mail communications might not reach you. We recommend adding the @travelport.com domain to your list of safe senders. Please consult your e-mail client help for specific instructions.

If you still have not located your welcome or credentials e-mails, please contact your administrator. To find your administrator, select the Profile icon in the upper right then select My profile. Select the Edit profile tab. Your administrator's name and email display in the Customer number section.

If your organization does not have an administrator, please contact your Travelport representative.

Service alerts and notifications are available through MyTravelport and accessible from the Home page.

Depending on the number of requests your organization has, it may be difficult to identify the type of request unless details are added to the description field. As a best practice, add a description to your Automation requests. This will make it easier to search for and view individual automation requests when you have some active requests.

For example: Egypt commission update to xxx %.