Create a Case to Get Help

Available to: All roles except Airline user, Sandbox developer, and Distributor user

View the online training for raising a case. 

  1. From the Help and resources menu, select Travelport support.

  2. Select the Knowledge tile.

  3. Scroll to the bottom and select Raise a Case.

  4. To report most issues, select Travelport Support Request. Other categories are available for client ID or password reset and for developers.

  5. Complete the required fields, identified by the asterisk (*). Some information is populated by default. Click the down arrow to display other options, if applicable.

    • Developer and Distributor users can choose a different SID/PCC to indicate that the case concerns another organization. Select Override SID/PCC then enter the SID/PCC. This case remains in the user's view; the case does not display in the list of the PCC/SID selected.

    • If you are associated with multiple PCCs/SIDs, your default PCC/SID displays. To choose another PCC/SID for this case, click in the PCC/SID text box to display your list of PCCs/SIDs and choose a different one.

  6. Enter a short description. Based on your entry, knowledge results display. Select any knowledge result to see if it will solve your problem.

  7. Complete the rest of the form.

  8. If you would like to send the case details and status updates to another recipient, enter the email addresses separated by a comma into the CC Email box.

  9. If you have an attachment that will assist Travelport support in resolving your issue, you may upload the file. Click Add Attachments. Select the file(s) you want to add then click Open.

  10. When the form is complete and you have uploaded any supporting documents, select Submit.

The case reference number displays along with the case details. A message displays confirming that your case was submitted. Click the My Cases link to view your cases. Refer to View cases for information on viewing and searching for cases.