Troubleshooting

Before you contact Travelport support regarding an issue with MyTravelport, please determine if you can resolve it using the troubleshooting steps that follow.

Browser issues (unable to connect / errors on page)

Supported browsers

The following browsers are supported by MyTravelport. MyTravelport does not guarantee compatibility with browser versions lower than the ones listed below.

 Browser 

 Supported Version(s) 

 Microsoft Edge

 

 Chrome

51 or newer

 Firefox

47 or newer

 Safari

9.x

Bookmarks

If you go to a bookmark and are not signed in to MyTravelport, you will be prompted to log in and will then be redirected to the page.

If you use a bookmark to access an older saved page in MyTravelport, you may not be redirected to the newer page. To ensure that you always see up-to-date information, avoid using bookmarks and access MyTravelport using: https://my.travelport.com or my.travelport.com.

Clear cache

If you are having trouble navigating MyTravelport pages or cannot access the website at all:

  1. Check your Internet connection and delete browser cookies and temporary internet files.

  2. Try using the latest version of a different browser: Firefox, Internet Explorer or Chrome.

  3. Try to duplicate the issue on a co-worker’s computer.

 

Password reset issues

If you are having trouble entering your password or resetting your password:

Case sensitivity

Note that your login ID is not case sensitive, but your password is.

Not receiving password reset email

  • Check your SPAM or Junk email folder.
  • Verify that you are using the Email address you used to register at MyTravelport.
  • Contact your MyTravelport administrator to verify that you are properly registered.

Link to page that does not open

The link in the password reset redirects you to a page that does not open:

  1. Perform the troubleshooting steps for browser issues detailed previously.
  2. Right-click on the link in the email and copy and paste the URL into a different browser.

 

View article issues

If you are unable to display an article, there may be several reasons.

Search words or phrase is ineffective

It may be that the search word(s) or phrase you entered were not effective in bringing up the article. Try rephrasing.

Bookmarks

You are trying to access an article that you have bookmarked.  Refer to Bookmarks in the Browser issues section.

Expired or unpublished article

  • You are trying to display an answer that has expired or has been unpublished.
  • Ask your colleagues to try to display the answer.
    • If they can view it and you cannot, there may be something wrong with your user setup.
    • If they also cannot view it, use the Recommend Content link to create a ticket that goes to the content team.

Incorrect role

Check your Profile to make sure that you have the correct User Type and Organization:

  1. Select the Profile icon then My Profile.

  2. Select Edit profile.

  3. Verify that the User Role box has the correct role for your position.

  4. Verify that you are assigned to the correct Organization (PCC/customer number).

If either your User type or Organization is incorrect, seek assistance from Travelport support.

Ineligible access

You are trying to access content such as an incident or service alert to which your profile does not have access. If these cases, you are not eligible to view the content.

 

Case issues

Incorrect role

If you are trying to create a new case and cannot access the appropriate form, you may be assigned the incorrect MyTravelport role. For example, if your role is setup as Airline agent, you cannot access the automation request, as only Automation analysts can access that icon. If your role is set up incorrectly, contact your administrator or Travelport support.

Unable to open a case

Mandatory field(s)

You can only submit a case when all mandatory fields have been completed. Add the required values and resubmit.

Error message “retry later”

  1. If you receive the error message, “Unable to submit the request, please retry later.”

    • Logout of MyTravelport and login again.
    • Resubmit the form.

  2. If you continue to receive the error message, try submitting another case form.

  3. If this is not successful, contact Travelport support.

 

Request access to Automation Requests

Only MyTravelport users with the user type of Automation Analyst can view or create automation requests. If you need access to automation requests, contact your organization’s administrator. If your organization does not have a MyTravelport administrator, create a case asking for access.

 

Add a new CIDB

If you need to add a new CIDB to your organization, contact Travelport support. To add an administrator to an existing CIDB within your organization, refer to Edit a user’s details.