Tour-Operator Reservation System for Tailor-made Holidays

Documentation: Holidays - Requesting


The requesting screen is used to send requests to suppliers for on-request services. It is the same as the voucher screen and content is generated in the same way.

While you can also write emails yourself or phone the client (remembering to log that you have done so in the Service Status ), using the provided Requesting facility means that the suppliers get the requests in the standard layout defined by the Tour Operator, and automatically logs the request against the relevant service.

While normally the content of the requests is only seen by the supplier, and not the customer; it is best not to assume that the customer will never see it; especially if the customer later has a dispute related to the service.

The default setup of TORS.Travel is to send all requests to the staff member making the request for checking, rather than sending directly to the supplier; the staff member must then forward the requests to the supplier. Once it is deemed that the requests are 'safe' to be sent directly to suppliers, ask the helpdesk to set the System Preference REQUEST_DEST to Supplier. This change takes effect immediately, so staff should be informed that it will be enabled from a specific date in order to not sent duplicate requests to the suppliers.

Generating requests

  1. Open the holiday , it must have at least Requesting status
  2. Click on the "Tools" button in the Holiday Toolbar and select "Request".
  3. The Holiday Tab is closed automatically.
  4. If there are no services on the holiday that need to be requested, a "NoMatch" message will be displayed.
  5. The system creates a request for each supplier for the holiday (excluding suppliers listed in the REQUEST_SKIP_SUPPLIER preference ) by merging all services to be provided by that supplier into a single request. 
  6. Use the Requests navigator in the Request Toolbar to move between the individually created requests. In the dropdown navigator, names are shown for Requests that have been viewed. 
  7. Update the fields and press Save to apply changes to the current request. 
  8. When one or more requests are ready to send click the 'Export' button in the Request toolbar. Select which requests to send using the Item Selector - 'this' uses the currently visible request only. 
  9. The export destination (e.g. Email) will be confirmed on screen. 
  10. If the Export destination is Email, the system will update the Service Status in the Holiday for each supplier selected in Step 8 to "Requesting".
  11. If the tour operator has not yet enabled sending emails directly to suppliers (see above - the staff member initiating the request will be the only email address in the received email), remember to forward the request to the supplier (bounce/write as new in your email client).
  12. If requests are been sent directly to the supplier, the staff member initiating the request will also receive a copy of the request email - the email will have both the suppliers and staff members addresses listed.
  13. When done, close the Request Application Tab. Note that changes made to the generated requests are not saved into the database - each time the Request screen is opened the requests are re-generated from the current holiday revision to ensure that they accurately reflect the holiday. Therefore, before closing, ensure that the requests have correctly printed/emailed. 
  14. It is often useful to set the Alert date on the holiday for a few days hence as a reminder to follow on any responses not received from the suppliers; and/or use a report.
Although the request screen allows updating times, durations, service detail etc., they should normally be altered within the holiday prior to generating the requests. This ensures that other documentation picks up the same values, and that if requests need to be re-created the values need no be updated again.  
However for notes that are only appropriate for the supplier (and not the customer), it may be preferable to update the request rather than the holiday. 

Main Group:-
Request type : indicate to the supplier if this is the first request for this service; repeated request ; optioning the service; or  cancelling a previously requested service/option.

Supplier Group:-
ID : A supplier ID: This is used when setting the associated service status. 
Email : If requests are set to be sent directly to the supplier, this is the destination address.

Services Group:-
# Pax : total number of people
Child : Number of children
Special : This text can be presented in your request template e.g. under the heading "Special requests". e.g. "Honeymoon couple". If a n adjuster service with fee type SOF applies to this service, it will be described in Special. If a Pax has a "Dietry Reqs" set that will be listed in Special.

Related Itinerary :-
The dates indicate start and end date for this service; timings are picked up from the related service.
Where connecting details are relevant (e.g. flight details for a transfer to/from the airport), they are put into the Detail box.