<h3 id="h_01HP1W0DZV1A2AHXTYW838HY7Z" style="box-sizing: border-box; font-family: ' Century Gothic' , sans-serif; margin-top: 0px; font-size: 18px; font-weight: 600; color: #333333; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Rostered Task</h3>
Currently looked after by CS Supervisor and/or Business Manager
<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; border-collapse: collapse; width: 705px;">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box;">
<td style="box-sizing: border-box; width: 704px; background-color: #f6fbff;">
Access required to:
<ul style="box-sizing: border-box; list-style: outside disc; margin: 20px 0px 20px 20px; padding: 0px 0px 0px 20px;">
<li class="wysiwyg-indent1" style="box-sizing: border-box; padding-left: 10px;"><a href="https://docs.google.com/spreadsheets/d/1X73k7Buvdm5T6KpWwmEZ4MbE99ZtaieZ2J1X6hhKzqg/edit#gid=1950503401">Manual Booking Record </a></li>
<li class="wysiwyg-indent1" style="box-sizing: border-box; padding-left: 10px;"><a href="https://docs.google.com/spreadsheets/d/1COnlOk6ViiF9sVgbGtcadzV7_TKXYAi98QUTf2aNn18/edit#gid=2117671548">Sales and Metrics Report from Database</a></li>
<li class="wysiwyg-indent1" style="box-sizing: border-box; padding-left: 10px;">Telegram Group - Travelfront Wallet Payments</li>
<li class="wysiwyg-indent1" style="box-sizing: border-box; padding-left: 10px;"><a href="https://docs.google.com/spreadsheets/d/1KZ8LdkxJ1tG6ZCllEGXoQ1KwXng4dVPu1UAuJw-aFMA/edit#gid=234965796">REAP Transactions</a> or Admin Access in the REAP dashboard</li>
</ul>
</td>
</tr>
</tbody>
</table>
 
<p style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">This task's purpose is to ensure that all transactions appearing on the Manual Booking Record are recorded and reconciled on the Sales and Metrics Report, which is used by Travala to track revenue. 
<p style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">The intent of this task is to:
<ul style="box-sizing: border-box; list-style: outside disc; margin: 20px 0px 20px 20px; padding: 0px 0px 0px 20px; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">
<li style="box-sizing: border-box;">ensure that all transactions recorded on the Manual Booking Record are recorded on the Sales and Metrics Report </li>
<li style="box-sizing: border-box;">ensure all supplier charges (REAP, Voeja, Ratehawk etc) are correct and reconciled</li>
<li style="box-sizing: border-box;">ensure customer payments are correct and reconciled</li>
<li style="box-sizing: border-box;">process Travel Credit rollback and refunds for bookings appearing on the report, as required </li>
</ul>
<h2 id="h_01HXC7M14TJPPYG35XSS1XC0SR">Expectations</h2>
Transactions are copied from the Manual Booking Record to the Sales and Metrics Report two times a week, generally on Monday and Friday, unless it's month-end, when they need to be copied over on the last day of the month. 
 
<h2 id="h_01HXC7JWKM72B1F5NHQVYZR4AZ">Process</h2>
<h3 id="h_01HXC98EDMX09VYYX4JHD9ZS9M">Manual Booking Record </h3>
<ol>
<li>Transactions that have not been moved to the Sales Report will be blank in the Reconciled-Supplier column on the Manual booking record <img src="https://help.travala.com/hc/article_attachments/32207804219801">
</li>
<li>Count the number of outstanding transactions to ensure we capture them all<img src="https://help.travala.com/hc/article_attachments/32207772883865">
</li>
<li>Go to the Sales Rpt2 tab of the Manual Booking Record and ensure the number of outstanding transactions match (outstanding transactions will be blank in the Reconciled Supplier column)<img src="https://help.travala.com/hc/article_attachments/32207804245913" width="589" height="485">
</li>
<li>Copy the rows- colums D-Z and paste them to the Sales Report<img src="https://help.travala.com/hc/article_attachments/32207804259737">5. Once they've been copied over, go back to the Record tab on the Manual Booking Record and mark them Yes in the Reconciled Supplier Column. The colour of the rows will change to blue indicating no further changes should be made without checking with the CS supervisor or Manager as it will affect the Sales Report<img src="https://help.travala.com/hc/article_attachments/32207772898841">
</li>
</ol>
 
<h3 id="01HXC98VPT8XHVCM44M9ZMF7RG">Sales and Metrics Report </h3>
<ol>
<li>Tidy up the newly pasted rows by adding row borders</li>
<li>Ensure the Month and Year columns are correctly formatted and display correctly</li>
<li>Drag down the formula in columns T and U to calculate profit correctly <img src="https://help.travala.com/hc/article_attachments/32207963718041">
</li>
</ol>
<h2 id="h_01HXC9PG38JQRD204NG2R88KVV">Reconciliation</h2>
<h3 id="h_01HXCAFSC4K8XS73GS3Q5TQ2VA">Manual Booking Record</h3>
<ol>
<li>Rollback Travel Credits in CMS for bookings paid in TC. Once done, tick the Rollback Processed box, and enter Yes in the Customer Payment Reconciled column on the Manual Booking Record<img src="https://help.travala.com/hc/article_attachments/32208193904153"><img src="https://help.travala.com/hc/article_attachments/32208193915929">
</li>
<li>Transactions paid via EOM invoice or Payment Pending (refer Payment Gateway col N) are marked Pending in the Customer Payment Reconciled column on the Manual Booking Record<img src="https://help.travala.com/hc/article_attachments/32208669766809">
</li>
</ol>
<h3 id="h_01HXCAGHGG0AVGAT7JXA0V03R1">Sales and Metrics Report</h3>
There are two parts to reconciling the Sales and Metrics report. Customer payment, and supplier charges (cost price). You can do both parts at the same time, or independently, by splitting the transaction into a customer payment side (columns A-P) and a supplier cost price side (columns Q-W).
As soon as either part or both are checked and are correct, they are coloured blue.
<ol>
<li>Check that payments have been received for all bookings, referring to Now Payments, Stripe etc (refer Payment method and Payment ID columns). Ensure the values paid match the booking cost.</li>
<li>EOM invoices are marked in purple colour in col E (refer to previous transactions)
</li>
<li>Transactions still pending customer payment are marked in yellow as they need to be followed up. Once they're paid, both the Manual Booking Record and Sales Report need to be updated </li>
</ol>
 
<img src="https://help.travala.com/hc/article_attachments/32210941011993" width="803" height="437">
 
A legend with the colour meanings is noted in the Sales and Metrics Report, if needed. 
 
<img src="https://help.travala.com/hc/article_attachments/32211133317529" width="570" height="195">
 
 
 
<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; border-collapse: collapse; height: 78px; width: 705.594px;">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box; height: 50px;">
<td style="box-sizing: border-box; height: 65px; background-color: #c8c8c8; width: 10.0781px;">
 
 
</td>
<td style="box-sizing: border-box; width: 695.516px; background-color: #f1f1f1; height: 65px;">
IMPORTANT: 
Both reports must reflect the same information. If data in one report is amended, the other one must be amended as well. For example, if a supplier cost price needs to be amended, it must be amended on both reports. 
</td>
</tr>
</tbody>
</table>

Manual Booking Record & Sales and Metrics Report Reconciliation

<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; border-collapse: collapse; height: 75px; width: 532px;">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box; height: 50px;">
<td style="box-sizing: border-box; height: 65px; background-color: #6f6f40; width: 14.7969px;">
 
</td>
<td style="box-sizing: border-box; width: 516.203px; background-color: #fff9e5; height: 65px;">
NOTE: Only processed by CS Supervisor or Manager
</td>
</tr>
</tbody>
</table>
The attached document describes the process of updating the refund transaction value for a credit card refund in CMS. Credit card refunds are only actioned by a CS Supervisor or Manager.

CMS - Updating  the Refund Transaction Value for Credit Card Refunds

Smart Benefits are independent of the AVA Smart Program. Smart Benefits enable you to enjoy 5% discounts on hotels and activities for a limited time and can be activated by connecting a wallet containing a supported partner NFT during a campaign period at <a href="https://www.travala.com/smart-benefits">https://www.travala.com/smart-benefits.</a>
These limited-time campaigns with supported partner NFTs are announced on <a href="https://twitter.com/travalacom">Twitter</a> and <a href="https://t.me/Travala_announcements">Telegram</a>—stay tuned on those channels for updates on new campaigns!

What are Smart Benefits and how can I activate them?

We receive log in credentials from PKFare which we forward to the customer to verify their identity in order to be able to check in online. Sometimes a booking is flagged by Ryanair as an agency booking, so PKFare or their provider will rebook it, but will not provide the new details to us. 
 
If a customer reports being unable to verify their identity on Ryanair's website, avoid reiterating the same information to them. Instead, contact PK to double-check the log in credentials in case they have been changed.

PKFare - Ryanair Check-in Details

There are two options for a Refund Request to be entered in CMS. 
 
<h3 id="h_01HWD6VC5A5JYRNEY5D7DYD3PV">Option 1 - Add Record
</h3>
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: 
If a refund is received from the supplier but it's not to be paid out to the customer, follow point 1 below only. This will create a supplier refund record in CMS showing a supplier refund has been received.
</td>
</tr>
</tbody>
</table>
 
To create a refund request for the customer using Add Record, the process follows two steps. First, create a supplier refund, then link it to the Manual Request Refund.
 
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: 
Only use this functionality if we have received a refund from the supplier.
</td>
</tr>
</tbody>
</table>
 
<ol>
<li>Click Add Record in CMS order to create the supplier refund amount, fill in the required fields, and then press Confirm<img src="https://help.travala.com/hc/article_attachments/31723109977625">
 
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT:
 Change the Supplier currency if the refund is in AUD or EUR. In this case, enter the refund amount in both the original currency (Amount box, to the right of the Supplier currency box) and in USD (Amount (USD) box)
</td>
</tr>
</tbody>
</table>
 
</li>
<li>Copy the Record ID from the Supplier Refunds line that was just created from the previous step<img src="https://help.travala.com/hc/article_attachments/31723948831641">
</li>
<li>Click on Manual Request Refund and paste the Record ID number in the Link supplier refund, then click Check. This will populate the supplier side. <img src="https://help.travala.com/hc/article_attachments/31723948843417" width="748" height="307">
</li>
<li>Don't forget to fill out:
<ul>
<li>
Refund amount (USD), which is the amount to be refunded to the customer</li>
<li>Customer's email</li>
<li>Refund method</li>
<li>Refund Reason.</li>
</ul>
</li>
</ol>
 
 
<h3 id="h_01HWDCRNAE3VRGVG7GM9K1GZS9">Option 2 - Manual Request Refund
</h3>
This process will create a Supplier refund record and the customer Refund request at the same time. 
 
<ol>
<li> Click Manual Request Refund in the CMS order, then click Add New Supplier Refund <img src="https://help.travala.com/hc/article_attachments/31552677357465" alt="Screenshot 2024-04-23 at 07.29.06.png">
</li>
<li>Manually select the Supplier and enter the refund amount received from the supplier. 
 
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: 
For failed or expired bookings where we have not been charged by the supplier, you will need to enter $0 in the Amount box/s. No supplier charge = no supplier refund. 
</td>
</tr>
</tbody>
</table>
 
<img src="https://help.travala.com/hc/article_attachments/31724768970137">
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: 
Change the Supplier currency if the refund is in AUD or EUR. In this case, enter the refund amount in both the original currency (Amount box, to the right of the Supplier currency box) and in USD (Amount (USD) box)
</td>
</tr>
</tbody>
</table>
 
</li>
<li>Don't forget to fill out:
<ul>
<li>
Refund amount (USD), which is the amount to be refunded to the customer</li>
<li>Customer's email</li>
<li>Refund method</li>
<li>Refund Reason</li>
</ul>
</li>
</ol>
 
<table style="border-collapse: collapse; height: 78px; width: 97.4281%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 119.107%; background-color: #fff9e5; height: 65px;">
NOTE: Travala account email address 
Ensure to use the email address of the Travala account, not the contact email address in the order.  
</td>
</tr>
</tbody>
</table>

How to Enter a Refund Request in CMS

At the moment, Travala.com has decided to remove the Invite program, but it might be re-introduced again in a different format in the future.
In the meantime, if you are interested in promoting our platform, kindly check out the <a href="https://www.travala.com/affiliate-program" target="_blank" rel="noopener noreferrer">Affiliate Program </a>on our website.

Where can I find my invite/referral code?

Customers will use the WAAS withdrawal facility when they want to transfer funds from 
<ol>
<li>
Travala.com wallet address to Travala.com wallet address/Binance wallet address Transfer type is: External TXID: Yes, format: internal transaction + [id transaction of Binance] ( without link URL) 
</li>
<li>
Travala.com wallet address to another wallet address (not Binance) Transfer type is: External TXID: Yes, TXID on the blockchain with the URL link</li>
</ol>
 
This article contains the following sections:
<ul>
<li><a href="#h_01H8FHJWRPK5GN8TWJ9GD8EHJY" target="_self">Accepted Tokens/Coins &amp; Networks in WAAS</a></li>
<li><a href="#h_01H8G168BCGZQRR6GTZBCG7Q73" target="_self">Withdrawal Minimum &amp; Maximum Amounts</a></li>
<li><a href="#h_01H8JHKM97CBRQKQBKFNKV0PZ8" target="_self">Notifications</a></li>
<li><a href="#h_01H8GAP24AXRW2QH8T7F88WXWZ" target="_self">Transaction Fees</a></li>
</ul>
 
Links to other articles:
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/22095674950169" target="_blank" rel="noopener">WAAS - Wallet As A Service</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22117966455833" target="_self">WAAS - Deposits</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22133152820633" target="_blank" rel="noopener">WAAS - Payment Method My Wallet</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22568406568729" target="_blank" rel="noopener">WAAS - Binance Escalation of Issues</a></li>
</ul>
 
<h2 id="h_01H8FHJWRPK5GN8TWJ9GD8EHJY">Accepted Tokens/Coins &amp; Networks in WAAS</h2>
<table style="border-collapse: collapse; width: 100%; height: 35px;" border="1">
<tbody>
<tr style="height: 35px;">
<td style="width: 7%; border-color: #ffffff; height: 35px;"><img src="https://help.travala.com/hc/article_attachments/22124972309913" alt="icons8-video-48.png" width="30" height="30"></td>
<td style="width: 93%; border-color: #ffffff; height: 35px;"><a href="https://drive.google.com/file/d/1uwrkgMcxSFeFyLQuFoYyydCs5h6Pf5Pn/view?usp=drive_link" target="_blank" rel="noopener">Video [44secs] WAAS - Withdrawals Tokens &amp; Networks</a></td>
</tr>
</tbody>
</table>
Customers can withdraw the following tokens/coins using the networks listed below:
<div></div>
<div>
<table style="border-collapse: collapse; height: 176px; width: 100%; border-color: #d9d9d9;" border="1">
<tbody>
<tr style="height: 22px;">
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #005da7;">ERC20</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #005da7;">BTC</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #005da7;">BEP20</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #005da7;">BEP2</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #005da7;">TRC20</td>
</tr>
<tr style="height: 22px;">
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #f8f8f8;">AVA</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">
X
</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
</tr>
<tr style="height: 22px;">
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #f8f8f8;">BTC</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
</tr>
<tr style="height: 22px;">
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #f8f8f8;">FDUSD</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
</tr>
<tr style="height: 22px;">
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #f8f8f8;">TUSD</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
</tr>
<tr style="height: 22px;">
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #f8f8f8;">BNB</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
</tr>
<tr style="height: 22px;">
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #f8f8f8;">USDT</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
</tr>
<tr style="height: 22px;">
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px; background-color: #f8f8f8;">USDC</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;"> </td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
<td class="wysiwyg-text-align-center" style="width: 16.6667%; height: 22px;">X</td>
</tr>
</tbody>
</table>
</div>
 
<h2 id="h_01H8G168BCGZQRR6GTZBCG7Q73">Withdrawal Minimum &amp; Maximum Amounts</h2>
Maximum amounts for withdrawals is US5,000 within 24 hours. There is no minimum amounts for withdrawals, it should be calculated as: Withdrawals Amount = Pending Balance - Network Fee.
<img src="https://help.travala.com/hc/article_attachments/28200634018073" alt="Screen Shot 2024-01-30 at 12.35.09.png">
 
<h2 id="h_01H8JHKM97CBRQKQBKFNKV0PZ8">Notifications</h2>
The Network You Chose Support Memos
A warning popup will display when the customer wants to withdraw funds from their BEP2 wallet address. The warning is to reminder customers that some wallets require a Memo when depositing to a BEP2 wallet.
It is the customers responsibility to check if the wallet receiving the funds requires a Memo. The customer must click on confirm before they can continue with the withdrawal.
e.g. Withdraw from: Travala.com wallet (BEP2)        Deposit to: external wallet (BEP2) <img style="height: 281px; width: 439px;" src="https://help.travala.com/hc/article_attachments/28200734993817">
 
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: Missing or Incorrect Memo
If the customer didn't add the Memo or entered an incorrect Memo, they will need to contact the wallet the funds were transferred to. 
Unfortunately there is nothing we can do to help retrieve the funds or stop the transfer for the customer. 
</td>
</tr>
</tbody>
</table>
 
 
 The Network You Selected is xxx
<table style="border-collapse: collapse; width: 100%; height: 35px;" border="1">
<tbody>
<tr style="height: 35px;">
<td style="width: 7%; border-color: #ffffff; height: 35px;"><img src="https://help.travala.com/hc/article_attachments/22124972309913" alt="icons8-video-48.png" width="30" height="30"></td>
<td style="width: 93%; border-color: #ffffff; height: 35px;"><a href="https://drive.google.com/file/d/1eDzYuNa8i20f_Rwap0W6rmurV3IcH7Zq/view?usp=drive_link" target="_blank" rel="noopener">Video [2min 9secs] WAAS - Selecting the Correct Network</a></td>
</tr>
</tbody>
</table>
The wallet address of the network ERC20 and BEP20 are the same, they both start with the prefix 0x. In some cases the customer may select the incorrect network which may result in loss of funds.
The customer will see a warning popup reminding customers to check if they have selected the correct network.
e.g. Customer wishes to withdraw BNB and deposit into a BEP20 network. If the customer made a mistake and should have selected ERC20 they can close this popup warning and reselect the network.
<img style="height: 259px; width: 438px;" src="https://help.travala.com/hc/article_attachments/28200735007385">
 
<h2 id="h_01H8GAP24AXRW2QH8T7F88WXWZ">Transaction Fees</h2>
Transaction fees DO apply
If the customer withdraws to a wallet address outside the Binance system.
 Transaction fees DO NOT apply
If the customer withdraws to a wallet address inside the Binance system.
<ol>
<li style="list-style-type: none;">
<ol>
<li>Travala.com wallet address to Travala.com wallet address</li>
<li>Travala.com wallet address to Binance wallet address</li>
</ol>
</li>
</ol>

WAAS - Withdrawals

The Travala Finance team is responsible for monitoring supplier credits and organising top ups.
In the event that a supplier credit runs extremely low or runs out completely, please follow the below process. 
 
<strong style="box-sizing: border-box; font-weight: bolder; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">CS Team Workflow
1. Notify Business Manager in the Travala.com Operations TG channel
if they're not available or away and it's urgent,
2. Notify CS supervisors in the same channel, 
if they're not available and it's urgent,
3. Notify Charles from Finance in the TravelFront Wallet Payments TG channel, advising which supplier is affected @charlesgreniergreen

Supplier Credit Top Up Process

<h2 id="h_01HVRMJSXFP06NMMKFPA5709XV">Duffel Flight Exceptions - On Hold Functionality</h2>
This below process applies to all Duffel booking exceptions
When you receive a Duffel exception, please check:
<ol>
<li>Has an On Hold order been created in the Duffel dashboard If so, Approve or Reject the offer If you Approve it and the booking is confirmed in the dashboard, there is no need to create a new booking manually, just update the PNRs and booking details in CMS 
</li>
<li>If there is no On Hold order, use the filter functionality and search for pax name, creation date etc. to avoid creating a possible duplicate booking</li>
</ol>
<table style="border-collapse: collapse; height: 65px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: 
Duffel doesn't support On Hold order for all airlines/flights.
</td>
</tr>
</tbody>
</table>
<h2 id="h_01HVRPX03PJF5AYT2QTKZZ8F0R"> </h2>
<h2 id="h_01HVRPPX3GVE23P8R46VGN8REH">On Hold Order Types</h2>
There are two types of On Hold order:
<ol>
<li>Hold space only - price is not guaranteed and can change, holding space only</li>
<li>Hold price and space - both price and space are guaranteed, the hold tie is often shorter</li>
</ol>
 
<h2 id="h_01HVRPX03PQGDNYJ78M0GFZM9E">When On Hold Order Payment Fails</h2>
In some cases, when you try to approve an order that is on hold in the Duffel dashboard, the payment will fail, and the status may also change to expired. 
 
You may see this message: 
<img src="https://help.travala.com/hc/article_attachments/31379015074073" alt="telegram-cloud-photo-size-5-6100487237486624978-x.jpg" width="586" height="175">
 
Booking status has changed to Expired
 
<img src="https://help.travala.com/hc/article_attachments/31379004944409" alt="Screenshot 2024-04-09 at 7.02.29 PM.png">
 
 
Do Not create a new order!
 
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
 
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: Duplicate bookings
On hold bookings with the above payment error may actually be confirmed and we would create a duplicate order. 
</td>
</tr>
</tbody>
</table>
 
Contact Duffel to check if an order has been confirmed in the background. Only create a new order if Duffel confirms the booking actually failed / expired and there is no live booking.

Duffel On-hold Functionality / Flight Exceptions

<p class=" wysiwyg-text-align-left" style="box-sizing: border-box; text-align: left; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Related articles
<ul style="box-sizing: border-box; list-style: outside disc; margin: 20px 0px 20px 20px; padding: 0px 0px 0px 20px; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">
<li class=" wysiwyg-text-align-left" style="box-sizing: border-box; text-align: left;"><a style="box-sizing: border-box; background-color: transparent; color: #1e2e5e; text-decoration: underline;" href="https://help.travala.com/hc/en-us/articles/900006103066" target="_blank" rel="noopener">How to Action different CMS Hotel Booking Status</a></li>
<li class=" wysiwyg-text-align-left" style="box-sizing: border-box; text-align: left;"><a style="box-sizing: border-box; background-color: transparent; color: #1e2e5e; text-decoration: underline;" href="https://help.travala.com/hc/en-us/articles/900007189283" target="_self">CMS Flight Booking Status</a></li>
<li class=" wysiwyg-text-align-left" style="box-sizing: border-box; text-align: left;"><a style="box-sizing: border-box; background-color: transparent; color: #1e2e5e; text-decoration: underline;" href="https://help.travala.com/hc/en-us/articles/900006194306" target="_blank" rel="noopener">CMS Activity Booking Status</a></li>
<li class=" wysiwyg-text-align-left" style="box-sizing: border-box; text-align: left;"><a href="https://help.travala.com/hc/en-us/articles/900006191246-CMS-Hotel-Booking-Status" target="_blank" rel="noopener noreferrer">CMS Hotel Booking Status</a></li>
</ul>
 
Use the below flowchart to ensure the booking status in CMS is correct at each step of the booking's life cycle. 
 
<img src="https://help.travala.com/hc/article_attachments/30808058574361" width="799" height="426">

CMS Status Flowchart

Most hotels offer transportation at an additional charge. You can arrange this service directly with the hotel. Otherwise, please refer to the <a href="https://www.travala.com/?tab=activities" target="_blank" rel="noopener noreferrer">Activities</a> section on our website for the most suitable transfer service provider.

How can I arrange transportation to my hotel?

Deposits can take up to 20 minutes to reflect in your Travala account balance. If the deposit is delayed, please contact us via live chat or email <a href="mailto:support@travala.com">support@travala.com</a>, providing your Travala account email address and the transaction hash so we can check accordingly.

How long should I wait for my deposit?

As a Travel Agency we may not always have full access to the property's inventory. If you cannot find availability for a particular property or room type on our website, please contact us via live chat or email <a href="mailto:support@travala.com">support@travala.com</a> so we can check with all of our suppliers and let you know.

Why I cannot find this hotel/room on your site?

Date amendment
If your booking is still outside the property's amendment penalty window and there is availability for your new dates, we are usually able to amend your dates, subject to any additional amount due if the room rate changes. Please reach out to us at <a href="mailto:support@travala.com">support@travala.com</a>, we will check and advise you accordingly.
Extending your stay
Extending your stay whereby you wish to add more nights to the current reservation, means your current reservation would need to be cancelled (in accordance with the cancellation penalty) and a new reservation at the current rates would need to be made. This could mean potentially having to pay a lot more if the room rate has changed. In this case, we recommend that you make a new reservation only for the additional nights and put a note in the reservation for the property to keep you in the same room. Please keep in mind that this is subject to the property's approval.

How can I amend or extend my stay?

You may be able to book a cruise directly on our website if it's displayed as accommodation. Otherwise, please reach out to our customer service team via <a href="mailto:support@travala.com">support@travala.com,</a> stating your itinerary. Our team will get back to you.

Can I reserve a cruise with Travala?

The instructions for the AVA Token Swap Process can be found in this <a href="https://www.travala.com/blog/ava-token-swap-process-on-travala-com-explained/" target="_blank" rel="noopener noreferrer">article</a>.

How can I swap my AVA?

You can find the property's phone number in either:
<ol>
<li>Your booking confirmation email, which is sent to the email address used to make the booking</li>
<li>
 My Trip, which is located on our website if you don't have a Travala account</li>
<li> My Bookings tab in your Travala account </li>
</ol>
 
Due to privacy reasons, we are unable to publish the property's email address, but you can reach out to us via <a href="mailto:support@travala.com">support@travala.com</a> so we can provide the relevant contact information to you.

How can I contact the property?

<table style="border-collapse: collapse; width: 100%;" border="1">
<tbody>
<tr>
<td style="width: 100%;">
<p class="wysiwyg-indent1" style="box-sizing: border-box; padding-left: 10px; margin-top: 0px; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">You will require access to:
<ul style="box-sizing: border-box; list-style: outside disc; margin: 20px 0px 20px 20px; padding: 0px 0px 0px 20px; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">
<li class="wysiwyg-indent1" style="box-sizing: border-box; padding-left: 10px;">CMS</li>
<li class="wysiwyg-indent1" style="box-sizing: border-box; padding-left: 10px;">Stripe/ NOWPayments/Binance Pay</li>
</ul>
</td>
</tr>
</tbody>
</table>
 
<h2 id="h_01FQJS7814TM1XRB1A7YJ17G59" style="box-sizing: border-box; font-family: ' Century Gothic' , sans-serif; margin-top: 0px; font-size: 22px; color: #333333; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">How to Add Additional Payment in CMS</h2>
<h3 id="h_01HS8MDH9CBDFDVZHAWTYM6V2H">Scenario 1: Travala receives the customer's payment and is charged by the supplier at the same time</h3>
<ol style="box-sizing: border-box; padding-left: 20px; list-style-position: outside; margin: 20px 0px 20px 20px; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">
<li style="box-sizing: border-box;">Search for an Order in CMS and open it</li>
<li style="box-sizing: border-box;">
<span style="color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Click on <em style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Additional Payment<span style="color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">  <img src="https://help.travala.com/hc/article_attachments/29918890284953" alt="Screenshot 2024-03-15 at 08.09.58.png">
</li>
<li style="box-sizing: border-box;"><span style="color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Enter the additional amount paid by the customer in USD in the applicable field, i.e booking fee / other fee / baggage </li>
</ol>
<span style="color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;"><img src="https://help.travala.com/hc/article_attachments/29918890287001" alt="Screenshot 2024-03-15 at 08.17.20.png">
<span style="color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">4. Enter the supplier nett charged price in the Additional cost price field <img src="https://help.travala.com/hc/article_attachments/29918890288153" alt="Screenshot 2024-03-15 at 08.13.40.png"><img src="https://help.travala.com/hc/article_attachments/29918915444633" alt="Screenshot 2024-03-15 at 08.13.08.png">
<span style="color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">5. Click Continue to select the payment method and enter the payment ID. Ensure that the invoice amount matches the additional amount If the <strong style="box-sizing: border-box; font-weight: bolder; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">amounts match, the system will enable the <em style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Continue button <span style="color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;"> <img src="https://help.travala.com/hc/article_attachments/29918915452569" alt="Screenshot 2024-03-14 at 08.44.56.png"> If the <strong style="box-sizing: border-box; font-weight: bolder; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">amounts <strong style="box-sizing: border-box; font-weight: bolder; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">do not match, an error message will appear, and the <em style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Continue button will be greyed out. Click <em style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Cancel to go back to the previous page to amend the amount. <img src="https://help.travala.com/hc/article_attachments/29918890291353" alt="Screenshot 2024-03-14 at 08.45.57.png"><br style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">
6. Once everything is correct, click Continue. This will create an Additional payment in the order with both the supplier nett price and the customer's payment amount.  
 
<h3 id="01HS8MHQJ15XMWXNDZSNKKD98E">Scenario 2: Travala receives the customer's payment but the supplier has not yet charged us</h3>
 
<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; border-collapse: collapse; height: 78px; width: 564.469px;">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box; height: 50px;">
<td style="box-sizing: border-box; height: 65px; background-color: #6f6f40; width: 15.1172px;">
 
</td>
<td style="box-sizing: border-box; width: 549.352px; background-color: #fff9e5; height: 65px;">
NOTE: 
We may need to enter the customer's additional amount without the supplier's net charge. 
</td>
</tr>
</tbody>
</table>
 
<ol>
<li>As soon as we receive payment from the customer, the amount paid must be entered in CMS. Leave Additional Cost Price as 0. </li>
</ol>
 
<img src="https://help.travala.com/hc/article_attachments/30050982097177" width="654" height="464">
 
2. Once the supplier has charged Travala (i.e a date change is completed), enter the nett amount charged in the Additional Booking Cost Amount
 
 
<img src="https://help.travala.com/hc/article_attachments/30050982102937">

CMS - Add Additional Payment

To activate the Smart Diamond membership, you will need to go through the following steps:
 
<ol>
<li>Connect your account to wallet that has Travel Tiger NFT</li>
<li>Click Activate button in Smart Diamond Tab</li>
<li>System will show popup Smart Activation Confirmation, click on Send Code<img id="image_91cb1d6b-b2d5-455b-9e56-dbaea2a049c8" class="image_resized" style="width: 425.413px;" src="/attachments/token/13B0KR4TTtCsD5buRuarvSkQa/?name=inline-169754989.png">​​  </li>
<li>System open popup requiring to accept in your wallet <img id="image_2871b96c-e740-401f-90dc-d8dfed8f8222" class="image_resized" style="width: 205.778px;" src="/attachments/token/TQn5ztbfx85PBOlZfftbana4A/?name=inline916907174.png">  </li>
<li>System will send code to your email</li>
<li>Input code and activate Smart Diamond membership</li>
</ol>

Smart Diamond Activation Flow

<h2 id="h_01HNF7JKT0AB9Z5RT2HFXVNB5V">Introducing the new BA Travel Partner Connect</h2>
<p style="text-size-adjust: 100%; color: #666666; font-family: Arial, ' Lucida Grande' , sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">BA new online platform ‘British Airways Travel Partner Connect’ (BATPC). The new website is a one-stop shop and the first point of contact that provides all the key information and tools necessary for BA travel partners.
<p style="text-size-adjust: 100%; color: #666666; font-family: Arial, ' Lucida Grande' , sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">BATPC replaces the BA Travel Trade site and has been re-branded and designed to provide an enhanced user experience, with improved search and navigational functionalities.
<p style="text-size-adjust: 100%; color: #666666; font-family: Arial, ' Lucida Grande' , sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">British Airline have migrated subscription details to the new platform. They encourage customer to bookmark the new <a href="https://www.britishairways.com/travel-partner-connect">BATPC link</a> <span style="color: #666666; font-family: Arial, ' Lucida Grande' , sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">for easy access.<span style="color: #666666; font-family: Arial, ' Lucida Grande' , sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">
<span style="color: #666666; font-family: Arial, ' Lucida Grande' , sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Explore <a href="https://www.britishairways.com/travel-partner-connect">British Airways Travel Partner Connect</a>

(BA) British Airline 

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">CFAR does not apply to all offers. If you do not have the option to apply CFAR at checkout, this means that the particular airline or route is not available for CFAR.

Is CFAR (Cancel for any reason) available on all bookings?

Once the refund is received from our supplier, the refund payout processing times will depend on the payment method used: 
<ul style="font-family: Montserrat, sans-serif; margin: 0px 0px 0px 1rem; padding: 0px; box-sizing: border-box; outline: none; color: #333333; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">
<li style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;">
Credit/ debit card payment: the refund will be paid out within 7 business days, however, it may take up to 30 days for it to appear in your bank account, depending on your bank billing cycle. Please contact your bank to investigate if the funds do not appear in your account after this time.</li>
<li style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;">
Cryptocurrency payments: the refund will be paid out in Travel Credits and will be sent to your wallet in your <a style="color: #1c5e97; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;" href="http://travala.com/">Travala.com</a> account within 7 business days.</li>
<li style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;">
Crypto.com Pay: the refund will be paid out in the cryptocurrency that was used to make the booking within 7 business days (please note that the refund amount may differ due to the current market price of the cryptocurrency used).</li>
<li style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;">
Travel Credits payment: the refund will be paid out in Travel Credits and will be sent to your wallet in your <a style="color: #1c5e97; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;" href="http://travala.com/">Travala.com</a> account within 7 business working days.</li>
<li style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;">
Binance Pay: the refund will be paid out in USDT and will be sent to your Binance Pay wallet in your Binance account within 7 business working days.</li>
</ul>
 
Note: Not all bookings are eligible for a refund. Refer to the booking cancellation policy or contact our Customer Service team to check if your booking is eligible for a refund.

How long should I wait for my refund payout?

<p dir="auto" style="margin: 0cm 0cm 8pt; font-size: 14px; line-height: 18px; padding: 0px; border: 0px; outline: 0px; vertical-align: baseline; background: #ffffff; font-family: system-ui, -apple-system, ' system-ui' , ' Segoe UI' , Roboto, Oxygen-Sans, Ubuntu, Cantarell, ' Helvetica Neue' , Arial, sans-serif; box-sizing: border-box; text-indent: 0px; height: initial !important; min-height: initial !important; max-height: initial !important; color: #000000; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"> 
<p dir="auto" style="margin: 0cm 0cm 8pt; font-size: 14px; line-height: 18px; padding: 0px; border: 0px; outline: 0px; vertical-align: baseline; background: #ffffff; font-family: system-ui, -apple-system, ' system-ui' , ' Segoe UI' , Roboto, Oxygen-Sans, Ubuntu, Cantarell, ' Helvetica Neue' , Arial, sans-serif; box-sizing: border-box; text-indent: 0px; height: initial !important; min-height: initial !important; max-height: initial !important; color: #000000; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Air India have established a dedicated email address for specific needs.
<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; border-collapse: collapse; height: 66px; border-color: #dddddd; width: 700px;" border="1" cellpadding="10px">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box; height: 22px;">
<td class="wysiwyg-text-align-left" style="box-sizing: border-box; text-align: left; width: 245.825px; height: 22px; background-color: #f3f3f3;">Airline</td>
<td style="box-sizing: border-box; width: 453.62px; height: 22px;">Air India</td>
</tr>
<tr style="box-sizing: border-box; height: 22px;">
<td class="wysiwyg-text-align-left" style="box-sizing: border-box; text-align: left; width: 245.825px; height: 22px; background-color: #f3f3f3;">Airline Code</td>
<td style="box-sizing: border-box; width: 453.62px; height: 22px;">AI </td>
</tr>
</tbody>
</table>
<h2 id="h_01F3Q40RGC7P9STAGQRAM01Z0Y" style="box-sizing: border-box; font-family: ' Century Gothic' , sans-serif; margin-top: 0px; font-size: 22px; color: #333333; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Contact Details</h2>
<table style="box-sizing: border-box; color: #333333; font-family: Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; border-collapse: collapse; border: 1px #dddddd; width: 705.594px; height: 100px;" border="1" cellpadding="10px">
<tbody style="box-sizing: border-box;">
<tr style="box-sizing: border-box; height: 21px;">
<td style="box-sizing: border-box; width: 246.602px; background-color: #f6fbff; height: 21px;">Agency Support</td>
<td style="box-sizing: border-box; width: 457.992px; height: 21px;"><a style="margin: 0px; padding: 0px; font-size: 14px; vertical-align: baseline; background: transparent; cursor: pointer; text-decoration: none; color: #1f73b7; box-sizing: border-box; height: initial !important; min-height: initial !important; max-height: initial !important;" href="mailto:apac.b2bsupport@airindia.com" rel="noreferrer">apac.b2bsupport@airindia.com</a></td>
</tr>
</tbody>
</table>

(AI) Air India

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">For more information about CFAR, please see the <a style="color: #1e2e5e; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff;" href="https://travala.com/cfar-terms-and-conditions">CFAR terms and conditions</a><span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">.

Where can I find the terms and conditions for CFAR (Cancel for any reason)?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">No, CFAR is not a travel insurance policy or any other kind of insurance policy. It is an add-on that can be purchased in addition to travel insurance for increased flexibility.

Is CFAR (Cancel for any reason) a travel insurance policy?

<div class="Question_description__xMR6W" style="font-family: Montserrat, sans-serif; margin: 0px 0px 50px; padding: 0px; box-sizing: border-box; outline: none; font-size: 15px; font-weight: 500; width: 1155px; border-collapse: collapse; overflow-x: auto; color: #333333; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">
No, CFAR can only be before embarking on the first leg of your booking. To use CFAR, you must notify us no later than 24 hours before your first scheduled departure.
</div>

I have partially travelled on a flight booking. Can I still use CFAR (Cancel for any reason)?

Travel Credits can be purchased with credit cards or cryptocurrencies via the Credits tab under My Profile. There is no limit on how many Travel Credits you can purchase or have in your account. However, the minimum amount per transaction is 50 Travel Credits and the maximum is 25,000.

How can I buy Travel Credits?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">The CFAR does not apply to any and all changes made to your flight purchase, including without limitation changes to dates, passengers or destinations, and you shall not be able to recover the costs of any such changes under the CFAR. If you change your flight and later cancel the changed flight, the CFAR will apply only to the cost of the original flight purchase.

What happens if I make changes to my flight after purchasing CFAR (Cancel for any reason)?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">No, CFAR can only be purchased when booking your trip for all passengers and cannot be added later.

Can I purchase CFAR (Cancel for any reason) after booking?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">CFAR does not cover involuntary cancellations, which would be covered in many cases by the airline, passenger insurance, or both. CFAR also does not include anything that falls under force majeure or the concept of an act of God, i.e. an event for which no party can be held accountable, such as natural disasters or pandemics.

What does CFAR (Cancel for any reason) not cover?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">CFAR covers voluntary cancellations for ALL passengers for ALL legs of the booking. CFAR cannot be split up to only apply to select passengers or flight segments if the booking contains multiple passengers and segments.

What does CFAR (Cancel for any reason) cover?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Please <a style="color: #1e2e5e; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff;" href="https://www.travala.com/contact-us" target="_blank" rel="noopener">Contact Us</a><span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;"> or email support@travala.com with your:<br style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none; color: #333333; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">(i) booking reference; and<br style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none; color: #333333; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">(ii) high-level reason for cancelling (e.g. changed my mind, personal circumstances etc.)<br style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none; color: #333333; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none; color: #333333; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Please be aware that contacting the airline or travel insurance provider to claim a refund instead of contacting us may invalidate the CFAR.

How do I use CFAR (Cancel for any reason)?

<div class="Question_description__xMR6W" style="font-family: Montserrat, sans-serif; margin: 0px 0px 50px; padding: 0px; box-sizing: border-box; outline: none; font-size: 15px; font-weight: 500; width: 1155px; border-collapse: collapse; overflow-x: auto; color: #333333; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">
A CFAR refund will generally be processed within 7-14 business days, depending on bank processing times.
</div>

How long does is take to receive a CFAR (Cancel for any reason) refund?

<div class="Question_description__xMR6W" style="font-family: Montserrat, sans-serif; margin: 0px 0px 50px; padding: 0px; box-sizing: border-box; outline: none; font-size: 15px; font-weight: 500; width: 1155px; border-collapse: collapse; overflow-x: auto; color: #333333; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">
You will receive up to 75% of the cost of your flight (excluding any paid add-ons, such as baggage or seat selection) if you purchased CFAR (Cancel for any reason)at the time of your booking and choose to cancel. The calculated refund amount will be shown to you at the checkout page prior to your purchase.
</div>

How much refund do I receive with CFAR (Cancel for any reason), if I cancel?

<div class="Question_description__xMR6W" style="font-family: Montserrat, sans-serif; margin: 0px 0px 50px; padding: 0px; box-sizing: border-box; outline: none; font-size: 15px; font-weight: 500; width: 1155px; border-collapse: collapse; overflow-x: auto; color: #333333; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">
Cancel For Any Reason (CFAR) enables you to cancel your flight for any reason, subject to exclusions, up to 24 hours before departure and receive a refund of up to 75% of the cost of your flight (excluding any paid add-ons, such as baggage or seat selection).
</div>

What is CFAR (Cancel for any reason)?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Priority boarding is non-transferable and cannot be transferred to another passenger in the booking.

Can I transfer my Priority Boarding to another traveller on my itinerary?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Priority boarding is non-refundable.

Can I get a refund on Priority Boarding if I no longer want it?

<span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">When available, you can purchase priority boarding for all passengers in your booking or for individual passengers, except infants.<br style="font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none; color: #333333; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="color: #333333; font-family: Montserrat, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 500; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Only individuals who have purchased priority boarding will receive the benefits of priority boarding.

Can I purchase Priority Boarding for multiple travellers on my itinerary?

Each accommodation and activity booking made on Travala.com will receive a 2% giveback in the form of AVA tokens. In order to receive this giveback, simply activate your <a href="https://www.travala.com/smart" target="_blank" rel="noopener">FREE Smart Basic account. </a> The giveback will be credited directly to your wallet after you complete your stay. If you don’t have a Travala.com account yet, <a href="https://www.travala.com/register" target="_blank" rel="noopener">create an account here. </a>

Is there any discount available if I do not have any AVA tokens?

Customers will use their WAAS deposit address when they want to transfer funds from
<ol>
<li>
Travala.com wallet to Travala.com wallet  
</li>
<li>
External wallet to Travala.com NEW wallet
</li>
<li>
External wallet to Travala.com OLD wallet (BEP2) 
<table style="border-collapse: collapse; height: 254px; width: 86.5028%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: Deposit BEP2 wallet
Customers will no longer see the BEP2 wallet address in their Travala.com wallet.
This means customers no longer have the option to transfer from: Travala.com OLD wallet (BEP2) to Travala.com OLD wallet (BEP2) e.g AVA BEP2 to BUSD BEP2
The only way for customers to transfer funds into their BEP2 wallet is if they have this address saved in their external wallet.
</td>
</tr>
</tbody>
</table>
 
</li>
</ol>
This article contains the following sections:
<ul>
<li><a href="#h_01H8FHJWRPK5GN8TWJ9GD8EHJY" target="_self">Accepted Tokens/Coins &amp; Networks in WAAS</a></li>
<li><a href="#h_01H8FJHF8B5BKVNSBBRRG635CN" target="_self">New Deposit Addresses</a></li>
<li><a href="#h_01H8G66A2MX1HNXTW2MTE08GB2" target="_self">Who to Contact for Wallet Issues</a></li>
</ul>
Links to other articles:
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/22095674950169" target="_blank" rel="noopener">WAAS - Wallet As A Service</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22123893567257" target="_blank" rel="noopener">WAAS - Withdrawals</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22133152820633" target="_blank" rel="noopener">WAAS - Payment Method My Wallet</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22562132135065" target="_blank" rel="noopener">WAAS - Swap AVA 1.0 to AVA 2.0</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22568406568729" target="_blank" rel="noopener">WAAS - Binance Escalation of Issues</a></li>
</ul>
 
<h2 id="h_01H8FHJWRPK5GN8TWJ9GD8EHJY">Accepted Tokens/Coins &amp; Networks in WAAS</h2>
<table style="border-collapse: collapse; width: 100%; height: 35px;" border="1">
<tbody>
<tr style="height: 35px;">
<td style="width: 7%; border-color: #ffffff; height: 35px;"><img src="https://help.travala.com/hc/article_attachments/22117945448473" alt="icons8-video-48.png" width="30" height="30"></td>
<td style="width: 93%; border-color: #ffffff; height: 35px;"><a href="https://drive.google.com/file/d/1Q5TdQqJFke2MyNyMVoa2YJrLzcetu9t1/view?usp=drive_link" target="_blank" rel="noopener">Video [25secs] WAAS - Deposit Tokens &amp; Networks</a></td>
</tr>
</tbody>
</table>
WAAS gives Travala.com the option to add more tokens/coins and networks to provide our customers more choices with wallet transactions. 
Customers can deposit the following tokens/coins using the networks listed below:
<div>
<table style="border-collapse: collapse; height: 35px; border-color: #d9d9d9; width: 100%;" border="1">
<tbody>
<tr>
<td class="wysiwyg-indent1" style="width: 22.1429%; border-color: #d9d9d9; height: 35px; background-color: #005da7;">Token/Coin</td>
<td class="wysiwyg-indent1" style="width: 709.857%; border-color: #d9d9d9; height: 35px; background-color: #005da7;">Network</td>
</tr>
<tr>
<td class="wysiwyg-indent1" style="width: 22.1429%; border-color: #d9d9d9; height: 35px;">BNB</td>
<td class="wysiwyg-indent1" style="width: 709.857%; border-color: #d9d9d9; height: 35px;">BEP2 - BEP20</td>
</tr>
<tr>
<td class="wysiwyg-indent1" style="width: 22.1429%; border-color: #d9d9d9; height: 35px;">BUSD</td>
<td class="wysiwyg-indent1" style="width: 709.857%; border-color: #d9d9d9; height: 35px;">BEP2 - BEP20 - ERC20</td>
</tr>
<tr>
<td class="wysiwyg-indent1" style="width: 22.1429%; border-color: #d9d9d9; height: 35px;">AVA</td>
<td class="wysiwyg-indent1" style="width: 709.857%; border-color: #d9d9d9; height: 35px;">BEP2 - BEP20</td>
</tr>
</tbody>
</table>
</div>
 
 
<h2 id="h_01H8FJHF8B5BKVNSBBRRG635CN">New Deposit Addresses</h2>
<table style="border-collapse: collapse; width: 100%; height: 35px;" border="1">
<tbody>
<tr style="height: 35px;">
<td style="width: 7%; border-color: #ffffff; height: 35px;"><img src="https://help.travala.com/hc/article_attachments/22117945448473" alt="icons8-video-48.png" width="30" height="30"></td>
<td style="width: 93%; border-color: #ffffff; height: 35px;"><a href="https://drive.google.com/file/d/1SG0RZuqDXbzwTkFCEEU_RsmiKZeiWyUY/view?usp=drive_link" target="_blank" rel="noopener">Video [2min 19secs] WAAS - Locate Deposit Addresses</a></td>
</tr>
</tbody>
</table>
With the changeover to the WAAS on the 22 August 2023, customers were allocated with new wallet addresses. The customer can easily locate their new wallet addresses by logging into their Travala.com Account / Wallet / Deposit.
When the customer selects Deposit tab in the WAAS a warning message will appear advising to always check their deposit wallet address.
<img style="height: 273px; width: 708px;" src="https://lh4.googleusercontent.com/-l_opuvcBRfImQXHi2_52ut3Rw2GlUlS2pNEvNf-2ZLtUekbp-g1df8YRA1SG6NSjq4xIDYevF8zl7BnmefiwkTegSr2h0cSlwkAB-IGTLIf2sL7VYYcYhugF-DBIrXp9IkrdVcp4t9pyhOCmik8VBU">
 
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: Saved Deposit Wallet Address
It is important customers check their deposit wallet address as some may have their 'old' wallet address saved in external wallets.
Customers can still access their funds if they accidentally deposit funds into their 'old' wallet address.
</td>
</tr>
</tbody>
</table>
 
 
<h2 id="h_01H8G66A2MX1HNXTW2MTE08GB2">Who to Contact for Wallet Issues</h2>
If the customer uses their
<ul>
<li>
NEW wallet address contact Binance for assistance</li>
<li>
OLD wallet address, this is still handled internally by our devs. Send a side conversation to Slack | #bug-report 
</li>
</ul>
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: Customer Point of View
We are using Binance as a background infrastructure. As far as our customers are concerned, this is still a Travala.com wallet. 
We will handle all enquiries and if, for example, there are issues with memos, we will contact the appropriate team on behalf of the customer for assistance.
NEW Wallet = Binance
OLD Wallet = Travala.com internal dev team
At no time do we request the customer to contact Binance or place the blame on Binance if we are having internal challenges communicating with Binance.
</td>
</tr>
</tbody>
</table>

WAAS - Deposits

<h3 id="h_01HQQRVRW5EYN54K6S58RHHJG6">What Is a Technical Stop?</h3>
A technical stop is a stop in which a plane lands at an airport, to mainly perform refueling, as well as other possible maintenance activities, but where the passengers will not disembark the aircraft at any time and will remain on board waiting for the continuation of the same flight (same flight number).
 
<h3 id="01HQQSEAP110ZRT68P2JFBXH3N">Bookings Made on Travala.com (API)</h3>
Technical stops are displayed to the customer at each steps of the booking process on our platform (website, app etc)
 
 
<img src="https://help.travala.com/hc/article_attachments/29297826550169">
 
<img src="https://help.travala.com/hc/article_attachments/29298603061145">
 
 
<h3 id="01HQQSMK42FREC6GHH19W4EJS5">How it Shows in CMS</h3>
<img src="https://help.travala.com/hc/article_attachments/29298588389401">
 
<h3 id="01HQQSNP2430RV2YV1ZWM8EJ0X">What the Customer Sees in the Confirmation Email</h3>
 
<img src="https://help.travala.com/hc/article_attachments/29298603089305" width="557" height="695">
 
<h3 id="h_01HQQT05FJB6AZ7AKDM23KRHC4">Manual Bookings Made on Duffel Dashboard and PK Fare Portal</h3>
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: 
For bookings made manually on the supplier portal or dashboard, PK fares do not provide the duration time, and Duffel does not show there is a technical stop.
PK Fares
Ensure the technical stop is correctly shown in CMS
Duffel
When creating bookings manually via the Duffel dashboard and then uploading them to the CMS manually, the technical stop won't show. It is only available through the API to our end users using our platform to book. Double-check if there is a technical stop so it can be correctly shown in CMS.
 
</td>
</tr>
</tbody>
</table>

Flight Bookings - Technical Stop 

Linked Article:
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/12349883547417-Flight-Refund-Fee-Structure">Flight Refund Fee Structure </a></li>
</ul>
This flowchart provides guidelines on how to action cancellation/refund requests from our customers depending on which supplier has issued the ticket. 
 
<img src="https://help.travala.com/hc/article_attachments/29077529772185">

Flight Cancellation / Refund Request Flowchart

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List of countries blocked on our website

<a name="back%20to%20top"></a>
Links within article
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/28503431785113-VOEJA-US-Booking-and-Ticketing-Process">VOEJA.US - Booking and Ticketing Process</a></li>
</ul>
This article contains the following sections:
<ul>
<li><a href="#h_01F3Q40RGC7P9STAGQRAM01Z0Y" target="_self">Account Access</a></li>
<li><a href="#h_01F3Q410FZ1F9DVCJE5EMG68Z8" target="_self">Contact Details</a></li>
<li><a href="#h_01F3Q41KN5QAB47DYTG9MHGWRT" target="_self">Learning Guides</a></li>
<li><a href="#h_01F3Q41KN5QAB47DYTG9MHGWRT" target="_self">Supplier Information</a></li>
</ul>
 
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 3.96875px;">
 
</td>
<td style="width: 533.031px; background-color: #fff9e5; height: 65px;">
NOTE: Client Portal
This portal is to be used only to check invoices and payments
</td>
</tr>
</tbody>
</table>
<h2 id="h_01F3Q40RGC7P9STAGQRAM01Z0Y">Account Access</h2>
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%;" border="1" cellpadding="10px">
<tbody>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Portal Link</td>
<td style="width: 65%; background-color: #f6fbff;"><a href="https://books.voeja.us/portal/voejaus/login">Voeja.US</a></td>
</tr>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Username</td>
<td style="width: 65%; background-color: #f6fbff;">support@travala.com</td>
</tr>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Password</td>
<td style="width: 65%; background-color: #f6fbff;">Concierge24@</td>
</tr>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Credit Line</td>
<td style="width: 65%; background-color: #f6fbff;">Account</td>
</tr>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Commission</td>
<td style="width: 65%; background-color: #f6fbff;">attached</td>
</tr>
</tbody>
</table>
 
<h2 id="h_01F3Q410FZ1F9DVCJE5EMG68Z8">Contact Details</h2>
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%; height: 83px;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px;">Phone</td>
<td style="width: 64.8572%; height: 21px;">+1(786) 612-4021</td>
</tr>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px;">Email </td>
<td style="width: 64.8572%; height: 21px;">partner@voeja.us</td>
</tr>
</tbody>
</table>
 
Refunds
<table style="border-collapse: collapse; border: 1px #dddddd; width: 691.919px;" border="1" cellpadding="10px">
<tbody>
<tr>
<td style="width: 218.958px;">Lodge Refund Request</td>
<td style="width: 449.618px;">email</td>
</tr>
<tr>
<td style="width: 218.958px;">Refund-related Query</td>
<td style="width: 449.618px;">email</td>
</tr>
</tbody>
</table>
 
<h2 id="h_01F3Q41KN5QAB47DYTG9MHGWRT">Learning Guides</h2>
<img src="https://help.travala.com/hc/article_attachments/28985089384089">
 
<h2 id="01HQ32BPBX6N51H5R838GMCPYW">Supplier Information</h2>

Voeja.US Client Portal

Links within article
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/28985150722713-Voeja-US-Client-Portal">Voeja.US Client Portal</a></li>
</ul>
This article contains the following sections:
<ul>
<li><a href="#h_01F3Q40RGC7P9STAGQRAM01Z0Y" target="_self">Account Access</a></li>
<li><a href="#h_01F3Q410FZ1F9DVCJE5EMG68Z8" target="_self">Contact Details</a></li>
<li><a href="Ticketing%20Process">Ticketing Process</a></li>
</ul>
<h2 id="h_01F3Q40RGC7P9STAGQRAM01Z0Y">
Account Access
</h2>
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%; height: 110px;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 22px;">
<td style="width: 35%; background-color: #f6fbff; height: 22px;">Portal Link</td>
<td style="width: 65%; background-color: #f6fbff; height: 22px;"><a href="https://accounts.havail.sabre.com/login/srw?goto=https%3A%2F%2Fsrw.sabre.com%2Flogin%2Flogin.html%3Fts%3D02911ae-srse&amp;force=true">srw.sabre.com</a></td>
</tr>
<tr style="height: 22px;">
<td style="width: 35%; background-color: #f6fbff; height: 22px;">Username</td>
<td style="width: 65%; background-color: #f6fbff; height: 22px;">own username</td>
</tr>
<tr style="height: 22px;">
<td style="width: 35%; background-color: #f6fbff; height: 22px;">Password</td>
<td style="width: 65%; background-color: #f6fbff; height: 22px;">
own password
</td>
</tr>
<tr style="height: 22px;">
<td style="width: 35%; background-color: #f6fbff; height: 22px;">PCC:</td>
<td style="width: 65%; background-color: #f6fbff; height: 22px;">N96L</td>
</tr>
<tr style="height: 22px;">
<td style="width: 35%; background-color: #f6fbff; height: 22px;">Services Fees</td>
<td style="width: 65%; background-color: #f6fbff; height: 22px;">see below</td>
</tr>
</tbody>
</table>
 
<h2 id="h_01F3Q410FZ1F9DVCJE5EMG68Z8">Contact Details</h2>
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%; height: 83px;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px;">Phone</td>
<td style="width: 64.8572%; height: 21px;"><a href="https://help.travala.com/hc/en-us/articles/28985150722713-Voeja-US-Client-Portal">HERE</a></td>
</tr>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px;">Email </td>
<td style="width: 64.8572%; height: 21px;"><a href="https://help.travala.com/hc/en-us/articles/28985150722713-Voeja-US-Client-Portal">HERE</a></td>
</tr>
</tbody>
</table>
<h2 id="01HP0MZNTMRW9R2XNPQ92A5JYV"> </h2>
<img src="https://help.travala.com/hc/article_attachments/28503431779353" alt="Screenshot 2024-02-07 at 09.40.36.png">
<h2 id="h_01HQ327DM6V6Q82RB1JYHSJNFN"> </h2>
 
<h2 id="h_01HP0KRW47DDN7Z5F4FP3J88M8">
Ticketing Process
</h2>
<span style="color: #111111; font-family: Lato, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;"><img src="https://help.travala.com/hc/article_attachments/28503431748249" alt="Screenshot 2024-02-07 at 09.22.49.png"> 
<ol>
<li>
Create a reservation in Sabre<span style="color: #111111; font-family: Lato, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;"><span style="color: #111111; font-family: Lato, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;"><img src="https://help.travala.com/hc/article_attachments/28503447596185" alt="Screenshot 2024-02-07 at 09.31.38.png"> 
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 3.96875px;">
 
</td>
<td style="width: 533.031px; background-color: #fff9e5; height: 65px;">
NOTE: No PNR
It is not necessary to have a saved PNR in Sabre. Details of the preferred flights can be forwarded to Voeja via email or WhatsApp, who will provide us with a quote.
</td>
</tr>
</tbody>
</table>

</li>
<li>
Send the PNR to Voeja<img src="https://help.travala.com/hc/article_attachments/28503431753881" alt="Screenshot 2024-02-07 at 09.32.40.png"> 
</li>
<li>
Voeja will check for the best fare contracts and provide us with a quote, including commissions and fare rules<img src="https://help.travala.com/hc/article_attachments/28503431754393" alt="Screenshot 2024-02-07 at 09.32.46.png"> 
</li>
<li>
To proceed with the ticket, request ticket issuance via email<img src="https://help.travala.com/hc/article_attachments/28503431756313" alt="Screenshot 2024-02-07 at 09.33.15.png"> 
</li>
<li>
Voeja sends the issued tickets back via email<img src="https://help.travala.com/hc/article_attachments/28503431761049" alt="Screenshot 2024-02-07 at 09.34.00.png"> 
</li>
<li>
Receive ticket PDF<img src="https://help.travala.com/hc/article_attachments/28503447610521" alt="Screenshot 2024-02-07 at 09.34.30.png"> 
</li>
</ol>
<h2 id="h_01HQ33P49HC0A1G771XT5YY8KS">How To Download Customer Itinerary in Sabre</h2>
<img src="https://help.travala.com/hc/article_attachments/28526931513753">
 
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 3.96875px;">
 
</td>
<td style="width: 533.031px; background-color: #fff9e5; height: 65px;">
NOTE: 
You can select eTicket or Embedded eTicket, however, they are sent to you in an email format only at the moment.
To send the e-ticket copy to the customer, you will need to Hide Fare.
</td>
</tr>
</tbody>
</table>
<h2 id="h_01HTE5YTSVZZ9M9QM6RMQV763D"> </h2>
<h2 id="h_01HP484PSZAD4BXDD46GHRDVZC"><img src="https://help.travala.com/hc/article_attachments/28985538559513"> Consolidator Service Fee</h2>
<ol>
<li>
Non-Commissionable Air Tickets Fees<img src="https://help.travala.com/hc/article_attachments/28503431771545" alt="Screenshot 2024-02-07 at 09.35.40.png"> 
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: 
A domestic ticket is a ticket for travel within the same country.
Effecting on 21st March, the Issuing Fee to $15 USD for all new ticket issuance requests.
Bookings that require a new reservation creation by Voeja.us, especially those requiring special waivers or considerations, the existing fee structure will remain unchanged.
</td>
</tr>
</tbody>
</table>
</li>
<li>
Commission Share for Air and Hotels
<img src="https://help.travala.com/hc/article_attachments/28503447619353" alt="Screenshot 2024-02-07 at 10.08.02.png">
</li>
</ol>
 
<table style="border-collapse: collapse; height: 138px; width: 98.4286%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: Ticket voids
Voeja offer a 24-hour voiding period. Bookings made on Friday have until Monday to be voided.
They do not charge a void fee for the first ticket void in the PNR, they will then charge USD20 for any consecutive voids
</td>
</tr>
</tbody>
</table>

VOEJA.US - Booking And Ticketing Process

Yes, Travel Credits can be used together with the “Pay at Property" method. Simply choose to pay with Travel Credits at checkout, then select “Pay at Property'' as your secondary payment method. Please note that your total Travel Credit balance must be lower than the total booking price in order to select the secondary payment method.

Can Travel Credits be used to pay at the property?

You’ll find the option to pay with Promo Credits at checkout. Simply select the Partial Payment option to use some or all of your Promo Credits and pay the remaining amount with another payment method, including cryptocurrencies or credit card.
The minimum total booking value to use Promo Credits is US$200. Promo Credits may only be redeemed in multiples of US$25, with the maximum redeemable amount dependent on the total booking value. See the table below for details.
 
<table>
<tbody>
<tr>
<td>Booking Value</td>
<td>Max Promo Credit Spend</td>
</tr>
<tr>
<td>
Less than US$200
</td>
<td>0</td>
</tr>
<tr>
<td>
US$200 or more
</td>
<td>25</td>
</tr>
<tr>
<td>
US$400 or more
</td>
<td>50</td>
</tr>
<tr>
<td>
US$600 or more
</td>
<td>75</td>
</tr>
<tr>
<td>
US$800 or more
</td>
<td>100</td>
</tr>
</tbody>
</table>

How do I make a booking using Promo Credits?

To request a payment receipt or invoice for your flight booking, please submit a <a href="https://www.travala.com/contact-us" target="_blank" rel="noopener">Contact Us</a> request form. Once your request is received we will email you an electronic receipt.

How can I obtain a payment receipt or invoice for my flight booking?

To request a payment receipt or invoice for your hotel booking, please submit a <a href="https://www.travala.com/contact-us" target="_blank" rel="noopener">Contact Us</a> request form. Once your request is received we will email you an electronic receipt.

How can I obtain a payment receipt or invoice for my hotel booking?

<ul>
<li>
Credit/ debit card payment: the refund will be sent to the card that you used to pay for the booking.</li>
<li>
Cryptocurrency payments: the refund will be made in Travel Credits and will be sent to your wallet in your <a href="http://travala.com/">Travala.com</a> account.</li>
<li>
Crypto.com Pay: you will receive a refund in the cryptocurrency that was used to make the payment (please note that the refund amount may differ due to the current market price of the cryptocurrency).</li>
<li>
Travel Credits payment: the refund will be made in Travel Credits and will be sent to your wallet in your <a href="http://travala.com/">Travala.com</a> account.</li>
<li>
Promo Credits partial payment: Promo Credits that have been used to make a booking are non-refundable in the event of cancellation (whether voluntary or involuntary) or any other circumstances.</li>
<li>
Binance Pay: the refund will be made in USDT and will be sent to your Binance Pay wallet in your Binance account.</li>
</ul>

How can I get a refund for my hotel booking?

<ul>
<li>
​​​​​If you have a free cancellation booking and you cancel it before the cancellation deadline, you will not pay any cancellation fee. Please note that if you cancel a refundable booking after the cancellation deadline, you may still be charged a cancellation fee.
</li>
<li>
If you have a non-refundable booking, you must pay a cancellation fee that is determined by the supplier as outlined in their cancellation policy and/or terms and conditions applicable to the reservation. Please refer to the cancellation policy of your booking in your confirmation email or<a href="https://www.travala.com/my-bookings"> My Bookings</a> for more details.
</li>
</ul>

If I cancel my current hotel booking, will I pay a fee?

Our 24/7 support team is always on hand to help with any questions or issues you may have. Contact the support team via live chat (look for the <a style="color: #1c5e97; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;" href="https://www.travala.com/help/common-questions">Support icon</a> in the bottom corner of any page) or <a style="color: #1c5e97; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;" href="https://www.travala.com/contact-us">submit a support ticket here</a>.

What customer support options are available if I encounter issues during my booking process?

We accept 100+ traditional and cryptocurrency payment methods, including credit/debit card, Binance Pay, Crypto.com Pay, WeChat Pay, <a style="color: #1c5e97; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;" href="https://www.travala.com/payment/bitcoin-btc">Bitcoin</a>, <a style="color: #1c5e97; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;" href="https://www.travala.com/payment/ethereum-eth">Ethereum</a>, and more. See our <a style="color: #1c5e97; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;" href="https://www.travala.com/payment-options">full list of payment options</a>.

How many payment options does Travala.com currently accept?

You may check out as a guest if you wish, however, you may miss out on benefits like the 2% AVA giveback on accommodation bookings with the FREE Smart Basic membership.

Do I Need to Register for an Account at Travala.com so that I can Make a Booking?

Sort and Filter functions in the search result page support you in finding the best accommodation offers as quickly as possible.
<ul>
<ul>
<ul>
<li>
Sort function at the top of the search page enables you to order accommodation search results according to your preference, such as price, rating, distance, guest recommendation, and other criteria.</li>
<li>The Filter function enables you to include or exclude various options to suit your travel needs.</li>
</ul>
</ul>
</ul>
By default, if you do not use either Sort or Filter function, your search results may be ordered based on two factors:
<ul>
<ul>
<ul>
<li>The nearest distance to the destination/landmark you searched for</li>
<li>Property ratings based on top reviews</li>
</ul>
</ul>
</ul>
SORT
<ul>
<ul>
<ul>
<li>
Price: sorts your search results based on the property price from high to low and low to high</li>
<li>
Rating: sorts your search results based on the accommodation star rating from 5 stars to 1 star and 1 star to 5 stars.</li>
<li>
Distance from downtown: sorts properties nearest to the location you searched for.</li>
<li>
Property Rank: sorts properties based on transactional data and details about the property.</li>
<li>
Top Rated: sorts properties with the outstanding ratings based on our data.</li>
<li>
Guest Recommended: sorts by the percentage of guests who recommend staying at this property. Use this option to get the properties with the highest recommendation score display first.</li>
</ul>
</ul>
</ul>
FILTER
<ul>
<ul>
<li>
Search Hotels: filters properties by name once the hotel/property name is entered.</li>
<li>
Price per night: filters properties by price range once the minimum and maximum price range is selected.</li>
<li>
Popular Filters: we show the most common filters here that help you easily find the best choice from one or more filters.</li>
<li>
Star Rating: filters by desired minimum star rating, e.g. only 5-star hotels, both 4-star and 5-star hotels, etc.</li>
<li>
Guest Review: filters by guest review types, including Excellent, Very Good, etc.</li>
<li>
Property Type: filters by property types, e.g. Hotel, Villa, Apartment, etc.</li>
<li>
Amenities: filters by desired amenities, e.g. Swimming Pool, Free WiFi, etc.</li>
<li>
Hotel Chain: filters by properties that belong to a particular hotel chain.</li>
</ul>
</ul>

How do we determine our hotel sort and filter order?

You can book up to four rooms per booking. For group bookings that exceed four rooms, please contact our Customer Support Team via <a style="color: #1c5e97; text-decoration: none; font-family: Montserrat, sans-serif; margin: 0px; padding: 0px; box-sizing: border-box; outline: none;" href="https://www.travala.com/contact-us">support@travala.com</a>.

What is the maximum number of rooms that I can book per booking?

<h2 id="h_01HNF7JKT0AB9Z5RT2HFXVNB5V">Heading 2 (H2)</h2>
Use for the heading of section in an article, with text colour 'darkest blue'
<img src="https://help.travala.com/hc/article_attachments/28248902140825" width="200" height="150">
example
<img src="https://help.travala.com/hc/article_attachments/28248902148121" width="553" height="408">
 
Sub Headings
Use paragraph text with bold text
<img src="https://help.travala.com/hc/article_attachments/28249251968281">
 
Body
Use paragraph for text body of an article, can be bold
<img src="https://help.travala.com/hc/article_attachments/28248902150169">

Templates - Headings

<h2 id="h_01HNF69PS63RTZRXAT51MR867H">Table Background Colours</h2>
<table style="border-collapse: collapse; height: 220px; width: 100%;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 22px; color: white;">
<td style="width: 17.3334%; height: 22px; background-color: #2d2d4f;">Colour</td>
<td style="width: 23.9048%; height: 22px; background-color: #2d2d4f;">Background Colour</td>
<td style="width: 19.7619%; height: 22px; background-color: #2d2d4f;">Sample</td>
<td style="width: 54.6191%; height: 22px; background-color: #2d2d4f;">Comments</td>
</tr>
<tr style="height: 22px;">
<td style="width: 17.3334%; height: 22px;">Pale Blue</td>
<td style="width: 23.9048%; height: 22px;">#f6fbff</td>
<td class="wysiwyg-text-align-center" style="width: 19.7619%; background-color: #f6fbff; height: 22px;">
text
</td>
<td style="width: 54.6191%; height: 22px;">
Used as a background for tables, such as Supplier template, Tip template
</td>
</tr>
<tr style="height: 22px;">
<td style="width: 17.3334%; height: 22px;">
Royal Blue
</td>
<td style="width: 23.9048%; height: 22px;">
#005da7
</td>
<td class="wysiwyg-text-align-center" style="width: 19.7619%; background-color: #005da7; height: 22px; color: white;">
text
</td>
<td style="width: 54.6191%; height: 22px;">
used as a background for tables with 'white' colour text
Also used for Tip template
</td>
</tr>
<tr style="height: 22px;">
<td style="width: 17.3334%; height: 22px;">
Dark Blue
</td>
<td style="width: 23.9048%; height: 22px;">
#073763
</td>
<td class="wysiwyg-text-align-center" style="width: 19.7619%; background-color: #073763; height: 22px; color: white;">
text
</td>
<td style="width: 54.6191%; height: 22px;">
used as a background for tables with 'white' colour text
</td>
</tr>
<tr style="height: 22px;">
<td style="width: 17.3334%; height: 22px;">
Pale Grey
</td>
<td style="width: 23.9048%; height: 22px;">
#f8f8f8
</td>
<td class="wysiwyg-text-align-center" style="width: 19.7619%; background-color: #f8f8f8; height: 22px;">
text
</td>
<td style="width: 54.6191%; height: 22px;">
used as a background for tables, such as Important template
</td>
</tr>
<tr style="height: 22px;">
<td style="width: 17.3334%; height: 22px;">
Dark Grey
</td>
<td style="width: 23.9048%; height: 22px;">
#c8c8c8
</td>
<td class="wysiwyg-text-align-center" style="width: 19.7619%; background-color: #c8c8c8; height: 22px;">
 
</td>
<td style="width: 54.6191%; height: 22px;">
used as a background for tables, such as Important template
</td>
</tr>
<tr style="height: 22px;">
<td style="width: 17.3334%; height: 22px;">
Pale Yellow
</td>
<td style="width: 23.9048%; height: 22px;">
#fff9e5
</td>
<td class="wysiwyg-text-align-center" style="width: 19.7619%; background-color: #fff9e5; height: 22px;">
text
</td>
<td style="width: 54.6191%; height: 22px;">
used in 'Note' template as background for content field
</td>
</tr>
<tr style="height: 22px;">
<td style="width: 17.3334%; height: 22px;">
Olive Green
</td>
<td style="width: 23.9048%; height: 22px;">
#6f6f40
</td>
<td class="wysiwyg-text-align-center" style="width: 19.7619%; background-color: #6f6f40; height: 22px;">
 
</td>
<td style="width: 54.6191%; height: 22px;">
used in 'Note' template
</td>
</tr>
<tr style="height: 22px;">
<td style="width: 17.3334%; height: 22px;">
Pale Pink
</td>
<td style="width: 23.9048%; height: 22px;">
#fcf5f5;
</td>
<td class="wysiwyg-text-align-center" style="width: 19.7619%; background-color: #fcf5f5; height: 22px;">
text
</td>
<td style="width: 54.6191%; height: 22px;">
used as a background for tables for Concierge
</td>
</tr>
<tr style="height: 22px;">
<td style="width: 17.3334%; height: 22px;">
Dark Purple
</td>
<td style="width: 23.9048%; height: 22px;">
#2d2d4f
</td>
<td class="wysiwyg-text-align-center" style="width: 19.7619%; background-color: #2d2d4f; height: 22px; color: white;">
text
</td>
<td style="width: 54.6191%; height: 22px;">
used as a background for tables with 'white' colour text
</td>
</tr>
</tbody>
</table>
 
 
<h2 id="h_01HNF5TKN1ZSKMRXVWJ3V8K9BK">Example of Formatted Table</h2>
<table style="border-collapse: collapse; width: 100%;" border="1">
<tbody>
<tr>
<td style="width: 7%; border-color: #ffffff;"><img src="https://help.travala.com/hc/article_attachments/28247755737625" alt="icons8-video-48.png" width="30" height="30"> </td>
<td style="width: 93%; border-color: #ffffff;"><a href="https://drive.google.com/file/d/1JIX8ibtLXpsXPz7m9upO7Li-IAYZmANL/view?usp=drive_link" target="_blank" rel="noopener noreferrer">Video [9min 21sec]- How to format Tables in Zendesk Guide</a></td>
</tr>
</tbody>
</table>
 
<ul>
<li>
Header Background: Royal Blue</li>
<li>
Header Font: White</li>
<li>
Text background: Pale Blue</li>
<li>
Cell padding: 10px</li>
</ul>
<table style="border-collapse: collapse; width: 100%; height: 65px;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 22px;">
<td style="width: 25%; background-color: #005da7; color: white; height: 22px;">Header 1</td>
<td style="width: 25%; background-color: #005da7; color: white; height: 22px;">Header 2</td>
<td style="width: 25%; background-color: #005da7; color: white; height: 22px;">Header 3</td>
<td style="width: 25%; background-color: #005da7; color: white; height: 22px;">Header 4</td>
</tr>
<tr style="height: 21px;">
<td style="width: 25%; background-color: #f6fbff; height: 21px;">text</td>
<td style="width: 25%; height: 21px;">body</td>
<td style="width: 25%; height: 21px;">3134</td>
<td style="width: 25%; height: 21px;">sfasf</td>
</tr>
<tr style="height: 22px;">
<td style="width: 25%; background-color: #f6fbff; height: 22px;">text</td>
<td style="width: 25%; height: 22px;">body</td>
<td style="width: 25%; height: 22px;">23123</td>
<td style="width: 25%; height: 22px;">asfsaf</td>
</tr>
</tbody>
</table>

Template - Tables

<h2 id="h_01HMT8M8D3YQ8W3FR962GCSDKX">How to check whether we received a refund from ETG</h2>
<ol>
<li>The refund advice can be found on the ETG platform by searching for the ticket number or GDS reloc via the “Ticket Search” tab. <img src="https://help.travala.com/hc/article_attachments/27923847387417" alt="photo_2024-01-23_08-52-16.jpg">
</li>
<li>Click on “View/EYP” button and then click on “Advice” tab.</li>
<li>Under the “Advice” tab, you will be able to see all the ticketing and refund advices associated with this booking. <img src="https://help.travala.com/hc/article_attachments/27923844641177" alt="photo_2024-01-23_08-52-18.jpg">
</li>
<li>Scroll down to the bottom and then you will see the refunded ticket.</li>
<li>Click on the “View PDF” to download the refund advice. (“RFA” stands for refund advice).</li>
</ol>

Express Travel Group (ETG) Refund

You can register for a Travala.com account with an email account, Binance account, Facebook account, Google account, or WeChat account. <a href="https://www.travala.com/register" target="_blank" rel="noopener noreferrer">Register here</a>.

How can I Register a Travala.com Account?

When using the REAP card for payment and faced with the choice of selecting the payment currency (local currency or USD), please always select local payment.
This is particularly important if the merchant's currency conversion fees to USD are expensive. Through the REAP card, a currency conversion fee of 1.8% is charged. 
In the below scenario, the merchant's currency conversion fees were as high as 6.45%. If you selected USD, the payment amount is USD31,934.53. 
We were only charged $30,621.52USD after selected local currency PLN. 
<img src="https://help.travala.com/hc/article_attachments/27301244086937">
<img src="https://help.travala.com/hc/article_attachments/27301271962905" width="592" height="332">

Credit Card Payments and Currency Conversion Fee

If you find any bugs or issues with the platform, please enter within this <a href="https://docs.google.com/forms/d/1GONb5CsSZ9MJbelpPBSu856RgpfmSp9rE3u8R4rL0WQ/viewform?edit_requested=true" target="_blank" rel="noopener noreferrer">form</a>. Feedback regarding design or functionality would be recommended to submit in the same form. There will be a drop of AVA available for each report as long as the report hasn't been made previously. Please add public wallet address at the end of the form. Thank you for the report and playing your part in bringing Travala.com to market.

Where can I report a bug?

To change the property, we recommend that you cancel your original booking first, then make a new booking.
 Please note that all cancellations are subject to the property's cancellation policy (non-refundable bookings will generally not be refunded) and the new booking is subject to availability.

Can I Change the Property?

Found a bug on Travala.com? Please complete our <a href="https://docs.google.com/forms/d/1GONb5CsSZ9MJbelpPBSu856RgpfmSp9rE3u8R4rL0WQ/viewform?edit_requested=true" target="_blank" rel="noopener noreferrer">Bug Report</a> form to notify us of the bug. Thank you!

How do I Report a Bug?

Partial payments are simple. You first select your preferred main <a href="https://www.travala.com/help/question/how-many-payment-options-does-travalacom-currently-accept" target="_blank" rel="noopener noreferrer">payment method</a>, then choose either <a href="https://www.travala.com/travel-credits" target="_blank" rel="noopener noreferrer">Travel Credits</a> or <a href="https://www.travala.com/ava" target="_blank" rel="noopener noreferrer">AVA</a> as your secondary method. 
Finally, you decide how much you want to split the payment. That’s it! With Partial Payments, you can pay up to 50% of your booking in AVA, and there’s no limit on Travel Credits.

How can I use partial payment?

If your booking is eligible for a refund, and you made a partial payment, your refund will reflect the payment methods you used to make your booking, subject to our <a href="https://www.travala.com/terms-and-conditions" target="_blank" rel="noopener noreferrer">terms and conditions. </a>
Credit card or debit card payments will be sent to the card used to pay for the booking.
Cryptocurrency payments will be credited to your Travala.com account in the form of <a href="https://www.travala.com/travel-credits" target="_blank" rel="noopener noreferrer">Travel Credits.</a> This is due to regulatory requirements and price volatility. 
Travel Credit payments will be refunded to you in Travel Credits and sent to your Travel Credits Wallet in your Travala.com account.
Binance Pay will be refunded in USDT and will be sent to your Binance Pay wallet in your Binance account.
Crypto.com Pay will be refunded in the original cryptocurrency used and credited to your Crypto.com account.

How will I receive my refund on a partial payment?

We value flexibility, that’s why Travala.com is proud to offer partial payments. 
With partial payments, Travellers can pay for part of their booking using any of <a href="https://www.travala.com/help/question/how-many-payment-options-does-travalacom-currently-accept" target="_blank" rel="noopener noreferrer">Travala.com’s accepted payment methods</a> and the remainder in either Travel Credits or AVA.

What is partial payment?

No, you may buy as many as many Travel Gift Cards as you like. However, the minimum purchase amount per Travel Gift Card is US$50 and the maximum is US$5,000.

Is there any Limit on Buying Travel Gift Cards?

Gift cards are valid for a lifetime as long as it has not been redeemed.

How long are Travel Gift Cards Valid?

The recipient can redeem their travel gift card for travel credits, then use these travel credits to pay for their travel bookings at the checkout step.
To redeem the Travel Gift Card:
<ol>
<li>
Register / Login at Travala.com
</li>
<li>
Go to My Travel Credits wallet
</li>
<li>
Click on the tab Redeem a Gift Card
</li>
<li>
Apply the Gift code, click Redeem 
</li>
</ol>
Once applied, the entire amount of travel gift card will be redeemed into travel credits that are then added to the Travel Credit balance on your Travala.com account.

How can I Redeem a Travel Gift Card?

A Discount Voucher is issued by Travala.com and can be used to save more when you book on Travala.com. You can redeem the voucher at the checkout step by entering the voucher code in the Apply Discount Voucher box.

What is a discount voucher?

When you enter a discount voucher code at checkout, you’ll be able to see whether the discount voucher was successfully applied by checking the price listed under your Booking Summary.

How can I check the validity of a discount voucher?

At the checkout step, you can apply the discount voucher code to receive the discount for your booking. Your discount will be displayed immediately on your Booking Summary.
<ul>
<li>To find the room offers eligible for Discount vouchers, login on your account, search for your property, and see the room offer with Voucher Supported label.</li>
<li>Discount vouchers can be used with almost all the payment methods on Travala.com except Pay at Property.</li>
<li>Discount vouchers can only be applied when the booking value is higher than 100 USD</li>
<li>Only one discount voucher can be used per booking transaction</li>
<li>Only one discount voucher may be used per person</li>
<li>Each discount voucher will have its own validity and terms and conditions</li>
<li>Discount voucher types can have a fixed or percentage value</li>
<li>The discount voucher can only be used for supported room offers</li>
</ul>
Discount Voucher Terms and Conditions
By using discount vouchers, the customer agrees to be bound by the Discount Voucher Terms and Conditions.
<ul>
<li>To be eligible to use a discount voucher, the customer must be over 18 years of age and must have a registered account on Travala.com.</li>
<li>Discount vouchers can only be used and valid for travel products on Travala.com.</li>
<li>The discount value of the discount voucher will be deducted from the total booking value. The remaining payment must be paid by you.</li>
<li>Only one discount voucher can be used per booking transaction</li>
<li>Only one discount voucher may be used per person</li>
<li>Discount vouchers cannot be paid out in cash or transferable or assignable.</li>
<li>Discount vouchers are issued with specific terms and conditions and validity. For example, a discount voucher may only be used for bookings made during a specific validity period, bookings where the check-in date is within a specific period, bookings that check-in on specific days of the week, and/or bookings above or below a booking value threshold.</li>
<li>The Discount Voucher will expire on the date specified in the specific terms relating to the Discount Voucher, or before subject to availability of which we will notify you via the website. You cannot use the Discount Voucher after this date.</li>
<li>In the event that a discount voucher is used and the booking is cancelled by the customer, the discount voucher will no longer be valid. The discounted voucher amount will not be reallocated or refunded.</li>
<li>Travala.com reserves the right to modify or cancel any discount voucher at any time.</li>
<li>Travala.com reserves the right to revise and amend the Discount Voucher Terms and Conditions at any time at its sole discretion with or without notice including to reflect changes affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our site's capabilities.</li>
<li>If a customer is found to be acting in breach of these Terms and Conditions, or in an illegal, deceptive or fraudulent manner, Travala.com reserves the right to render the customer's Discount Voucher void.</li>
</ul>

How can I use a discount voucher?

Promo Credits can be obtained through offers or competitions and always have a set expiration date.

What are Promo Credits?

Travel Credits that are purchased or received as a refund have no expiration date. Obtaining Travel Credits in any other way will involve an expiration date specific to the manner in which they were obtained.
 Promo Credits always have a set expiration date.

How long are Travel Credits & Promo Credits valid for?

Travel Credits can be used to make bookings on Travala.com. Travel Credits are denominated in USD (i.e. 1 Travel Credit = 1 USD) and are stored in your wallet—they cannot be withdrawn or converted. The value of Travel Credits is displayed in your selected fiat currency.
Travel Credits can be purchased:
<ul>
<li>using either crypto and fiat</li>
<li>received via refunds</li>
<li>received as part of the Ambassador Bonus, or as an annual birthday gift</li>
</ul>
Travel Credits that are purchased or received as a refund have no expiration date. Obtaining Travel Credits in any other way will involve an expiration date specific to the manner in which they were obtained.

What are Travel Credits?

WAAS (Wallet as a service) uses the Binance payment service and replaces the build-in wallet. The change over was implemented on the 22August 2023 and applies to all platforms -  Desktop, Mobile, Web, App, Mini App.
Benefits of WAAS:
<ul>
<li>Easier for the company to manage transactions</li>
<li>Customers will have access to more tokens, coins and networks</li>
</ul>
 
This article contains the following sections:
<ul>
<li><a href="#h_01H8E1EC8JQ9XSEAWVFK15V9EM" target="_self">FAQs</a></li>
<li><a href="#h_01H8E30RJZJAG0QYYR4B82463A" target="_self">What Tokens/Coins and Networks are Supported?</a></li>
</ul>
Links to other articles
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/22117966455833" target="_blank" rel="noopener">WAAS - Deposit</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22123893567257" target="_blank" rel="noopener">WAAS - Withdrawals</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22133152820633" target="_blank" rel="noopener">WAAS - Payment Method My Wallet</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22562132135065" target="_blank" rel="noopener">WAAS - Swap AVA 1.0 to AVA 2.0</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/22568406568729" target="_blank" rel="noopener">WAAS - Binance Escalation of Issues</a></li>
</ul>
 
<h2 id="h_01H8E1EC8JQ9XSEAWVFK15V9EM">FAQs</h2>
Will customers be given a new wallet addresses?
Yes. Customers wallet deposit address will update to the new wallet address provided by the Binance system.
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: CMS not displaying New Wallet Addresses?
New wallet addresses will only display in the CMS once the customer has logged into their Travala.com account. Once logged in their new wallets address will generate into the CMS.
This reduces the number of wallet addresses that the system needs to create.
</td>
</tr>
</tbody>
</table>
 
Can customers still deposit to their 'old' wallet address?
Yes. Customers can still deposit to their old wallet address. Whilst there is no current eta when the old wallet will be deactivated, customer are encouraged to move over to the new wallet addresses as soon as possible.
 
Who do I contact if the customer has an issue with their NEW deposit address?
If the customer uses their
<ul>
<li>
NEW wallet address contact Binance for assistance</li>
<li>
OLD wallet address, this is still handled internally by our devs. Send a side conversation to Slack | #bug-report 
</li>
</ul>
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: Customer Point of View
We are using Binance as a background infrastructure. As far as our customers are concerned, this is still a Travala.com wallet. 
We will handle all enquiries and if, for example, there are issues with memos, we will contact the appropriate team on behalf of the customer for assistance.
NEW Wallet = Binance
OLD Wallet = Travala.com internal dev team
At no time do we request the customer to contact Binance or place the blame on Binance if we are having internal challenges communicating with Binance.
</td>
</tr>
</tbody>
</table>
<ul>
<li style="list-style-type: none;"> </li>
<li style="list-style-type: none;"> </li>
</ul>
<h2 id="h_01H8E30RJZJAG0QYYR4B82463A"><a href="#h_01H8E30RJZJAG0QYYR4B82463A" target="_self">What Tokens/Coins and Networks are Supported?</a></h2>
Supported tokens/coins:
<ul>
<li style="list-style-type: none;">
<ul>
<li>BNB</li>
<li>BUSD</li>
<li>AVA</li>
</ul>
</li>
</ul>
Supported networks:
<ul>
<li style="list-style-type: none;">
<ul>
<li>BEP2</li>
<li>BEP20 - Binance Smart Chain (BSC)</li>
<li>ERC20 - Ethereum</li>
</ul>
</li>
</ul>

WAAS - Wallet As A Service

You’ll find the option to pay with Travel Credits at checkout. If the amount you have is sufficient to cover the total amount of the booking, select Pay with Travel Credits. 
You may also choose the Partial Payment option to use some or all of your Travel Credits and pay the remaining amount with another payment method, including cryptocurrencies or credit card.

How do I make a booking using Travel Credits?

The cryptocurrency rate is calculated at checkout based on the fiat value and is held for 40 minutes once the payment module displaying the QR code is activated.
 If the payment module is closed, the equivalent cryptocurrency rate will be updated automatically.

What happens if the cryptocurrency price changes between the time of booking and payment confirmation?

The <a href="https://www.travala.com/smart">AVA Smart Program</a> is a crypto loyalty travel program that offers savings of up to 13% on travel bookings via direct discounts, loyalty rewards and AVA payment discounts, alongside many other benefits. 
These rewards are available to travellers who choose to use either cryptocurrencies or traditional payment options. 
The Smart Program has several tiers and can be activated by locking up AVA. You still own 100% of the AVA tokens and can unlock at any time after 30 days.

Are there any loyalty programs or rewards for using cryptocurrencies for bookings on Travala.com?

Sometimes we will experience error message from PKfare that supplier will cross the day within 15mins.
 
Example : Order- 917028825592965601. As is shown in the screenshot, it is because the supplier will cross the day in 15 minutes. Since the price might change in the new day and PKfare doesn't have enough time to issue ticket, the order status becomes "Under Review".
<img src="https://help.travala.com/hc/article_attachments/26670642812569">
Once order changes to 'Under Review ' please contact PKfare online chat support team and they will check the price then change order to 'To Be Paid' status again for us to make payment.

PKfare error message

1. How are we going to process USDT payments to customers if they don't want TCs? 
 
-&gt; In this case, we will have to manually transfer USDT. 
 
<ol>
<li>
Kindly contact Jayden, Silvia, Kenny, Rik or Allan to roll back TCs from the customer Travala account. 
</li>
<li>Raise a request to Charles and Matt in the Travelfront Wallet TG group and provide ZD ticket number to support your request. 
</li>
</ol>
<img src="https://help.travala.com/hc/article_attachments/26602839830041" alt="Screen Shot 2023-12-19 at 20.36.16.png">
 
 
 
2. Will the TCs from converted BUSD be distiguished from the standard TCs in the customer account? 
 
-&gt; Yes the customer will be able to see this conversion in the transaction history.
<img src="https://help.travala.com/hc/article_attachments/26602556013337" alt="photo_2023-12-19 14.50.46.jpeg">

BUSD DISCONTINUED - Q&A

Customers may not see BinancePay as a payment option on Travala.com if the IP address is from a country that is not supported by BinancePay.
 
External link
<ul>
<li><a href="https://www.binance.com/en/country-region-selector" target="_blank" rel="noopener noreferrer">List of Countries &amp; Regions where BinancePay is available</a></li>
</ul>
 
example - where BinancePay does not display as a payment option
<img src="https://help.travala.com/hc/article_attachments/25677560568601" width="321" height="612">

Crypto - Why isn't BinancePay showing as a Payment Option?

Related Links
<ul>
<li>Crypto - What Payment Gateway does BTC Lightning use?</li>
<li><a href="https://help.travala.com/hc/en-us/articles/19918953353241" target="_blank" rel="noopener noreferrer">Crypto - BTC vs BTC Lightning</a></li>
</ul>
 
The CS team can contact OpenNode as a side conversation in Zendesk ticket.
<ol>
<li>Select channel - Slack <img style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;" src="https://help.travala.com/hc/article_attachments/25675732597785"> 
</li>
<li> Select opennode-travala <img src="https://help.travala.com/hc/article_attachments/25675741069337"> 
</li>
<li> Create message and select Send, a copy of the conversation is also created in the Slack channel. <img src="https://help.travala.com/hc/article_attachments/25675967778969">
</li>
</ol>

Crypto - How to Contact OpenNode?

Related links
<ul>
<li><a href="https://help.travala.com/hc/en-us/articles/19918953353241" target="_blank" rel="noopener noreferrer">Crypto - BTC vs BTC Lightning</a></li>
</ul>
 
Payment Gateway
Travala.com uses OpenNode as the payment gateway processor for BTC Lightning. 
 
Create Invoice
Currently we cannot create an invoice on OpenNode platform.

Crypto - What Payment Gateway does BTC Lightning use?

<h3 id="h_01HFPZ0RQYY0KA07Z8WJ6ZKEJ3"> </h3>
<h2 id="h_01HFPYQ728VE95DB7KA6PRMHNQ">What Is RBF</h2>
Replace-by-fee (RBF) is a feature that allows users to replace one version of an unconfirmed transaction with a different version of the transaction that pays a higher transaction fee. This can be done multiple times while the transaction is unconfirmed. Paying a higher fee helps speed up confirmations on the blockchain.
Transactions are only eligible for using RBF if they've been created with a special RBF flag
<img src="https://help.travala.com/hc/article_attachments/25438352440857" width="620" height="393">
 
<h2 id="h_01HFPZ0RQYM0W0YX8CAQVVV7HW">How Does Customer Use RBF</h2>
Different wallets have different instructions on how to use RBF. Please refer the customer to their wallet provider for further assistance. 
 
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: 
When RBF is used successfully, the original unconfirmed TxID hash will become invalid. It will be replaced by a new TxID. Please ask the customer to advise the new TxID. 
</td>
</tr>
</tbody>
</table>

Crypto - Bitcoin RBF (Replace By Fee) 

Sometimes customers forget to log in while creating new orders. As a result, nothing appears in their booking history.
 
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
 IMPORTANT: Member Discounts
Although we can link the order manually to guest's account, we will not be able to apply any member discounts on an existing booking. Request must be submitted before start time of order so system can generate loyalty rewards automatically. 
 
</td>
</tr>
</tbody>
</table>
 
 
<h2 id="h_01HMR3NE09P848CGQD2N2DVX7H">How to Link an Order Manually to their Account</h2>
<ol>
<li>At the searching screen, drag your result to the right to find Attach User button. <img src="https://help.travala.com/hc/article_attachments/25274140362777" alt="Screen Shot 2023-11-16 at 13.22.15.png"> 
</li>
<li>Input User's email address, system will detect whether this address has been registered with us or not. If yes, you can click on Confirm to finish. <img src="https://help.travala.com/hc/article_attachments/25274129778841" alt="Screen Shot 2023-11-16 at 13.30.03.png">
</li>
</ol>

How can we Add Bookings to a Customer's Account?

1.Log into Sabre Central - <a href="https://central.sabre.com/s/">https://central.sabre.com/s/</a> ( Sabre logins - PCC 8SAJ)  2. Click on Training 3. Select Self-paced Training 4. Enroll in NDC -Air Shopping Module
<img src="https://help.travala.com/hc/article_attachments/24948587281433">

Sabre NDC Training Access

<table style="border-collapse: collapse; height: 128px; width: 103.571%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 10px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 10px;">
IMPORTANT: 
Please pay attention to how the ticket was constructed – i.e return, a point-to-point fare, one-way, or perhaps a combination of the above
The fare linear, as well as the fare bases, on the ticket, will help. More details on how to identify particular fare types on a ticket are noted at the end of this document
</td>
</tr>
</tbody>
</table>
 
<h3 id="h_01HCM9KKKYRA97WT2VQE4VN3K7">Reassessing partial refund for a return fare (partially used ticket)</h3>
Partially used ticket refunds are calculated based on the applicable one-way equivalent fare of the fare used. If the used fare does not have a one-way equivalent, the next higher RBD (booking class) one-way fare needs to be used. 
In the below example, the ticket is constructed using two return fares - MCNB3 and UNCB0. The used fare is MNCB3, therefore we need to find the equivalent one-way fare of that particular fare. 
<img src="https://help.travala.com/hc/article_attachments/24076173523353">
 
The following entry can be used to bring up historical fares in M-class that were available at the time of booking and ticketing.
FQ5OCT23TLLMEX6OCT23-LH¥BM
5 OCT - ticketing date/ 6 OCT travel date, LH being the plating carrier and M specifying the booking class to narrow down the search result
In our historical / backdated fare quote, the one-way equivalent fare is MNCBOWW, at AUD1554
<img style="height: 196px; width: 542px;" src="https://lh3.googleusercontent.com/X8k4gCmedRwV2mefeROW7zpxpqiIv_4yBYHkat6NTBpKHYxqbT51iAMXuIMqfFw3AoIclAZxdu34_HwEucKT-RF0xuNpqjdOshuTuGW46xjW02tAyBrMjMTtutmYZRsVUyeeURxvkCbDMs_xQKRESY0">
 
<h3 id="h_01HCM9P1SSZPVXA61XVHWDQZ6X">Working out used taxes</h3>
There are a few ways to work out used taxes. Below are the most commonly used ones.
If the PNR and the used flights are still live, we can do a backdated price quote for just the used flights
If the PNR or flight segments are no longer live, we can create a mock itinerary for the used flight segments (even for a travel date today or in the near future, they can be done as passive segments as well), and do a backdated price quote.
 
<table style="border-collapse: collapse; height: 10px; width: 103.571%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 10px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 10px;">
IMPORTANT: 
When quoting taxes, please make sure to use flight segments in the same class of travel and passenger type (i.e business, child).  This is because some airport taxes can change based on these variables.
</td>
</tr>
</tbody>
</table>
 
We can use the following entry to backdate taxes for the used flights to the day the ticket was issued.
WPB05OCT23 (05OCT23 being the ticketing date)
<img style="height: 100px; width: 602px;" src="https://lh5.googleusercontent.com/wHuIQGzxiFOsxMXeVefUJxaXTqDgmvED2NvFlkb5TTFyvu8dhMBk-Hr-Ig9-10IYH-V6cfa35ay_gyuK32F35dFbqR9sUW4tR-Zv06EgJjhtKUGiqElSBYZSQdlCGBQaruuxPfSfXaL3qoo0cuerVd0">
Individual tax refund breakdown is calculated as per the below table. However, for our purposes of providing estimated refunds to our customers only, we can just use the total tax refund amount quoted in Sabre (picture above).
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: 
Please be very careful with YQ / YR taxes, they usually follow the fare rules, so if the fare is nonrefundable, the YQ / YR will be non-refundable too  
 
</td>
</tr>
</tbody>
</table>
<img src="https://help.travala.com/hc/article_attachments/24021726327833">
 
<h3 id="h_01HCM9WH1PE103HQE7W51FNNEE">Cancellation penalty</h3>
As a general rule, for half-return fares like the one above, the most restrictive fare conditions will apply.
<h3 id="h_01HCM9XDKTAJ0D6JQW5H9XN3SC">No show penalty</h3>
Some airlines consider no-shows when check-in closes. Some airlines will stipulate in the fare rules the exact time frame when no-show starts to apply i.e 3hrs before departure.
Some airlines will charge both penalties (no show + cancellation fee), while some will charge the higher of the two. 
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: Always check the full paragraph 16, for all fare bases on the ticket to check for the correct cancellation and no-show penalty. If there is no specific timeframe for no-shows, the rule of thumb is 3 hours before departure.
</td>
</tr>
</tbody>
</table>
 
<h3 id="h_01HCMA4XVNW6KQ4CJM15S8B0MP">Partially used ticket refund calculation table</h3>
For the purpose of this exercise, we will pretend the cancellation penalty is AUD 300. The below refund table helps calculate the refund amount due by deducting the used fare and tax from the fare and tax paid at the time of ticketing. 
<div>
<img src="https://help.travala.com/hc/article_attachments/24021750734489" width="627" height="388">
<h2 id="h_01HCMA776JSACM51W8KMTRWQMY">Identifying return, one-way, point-to-point / non-directional fares</h2>
A point-to-point fare is non-directional. An example would be a low-cost carrier or a Qantas domestic flight in Australia. It doesn’t matter if the ticket is BNE – MEL or MEL – BNE the fare name and price will be the same. When multiple point-to-point fares are combined on the same ticket, they are added together to make up the total price of the ticket. 
A one-way fare, is a fare from point A to B, either as one flight segment or via one or more transit points. This fare has no scheduled return leg. 
A return fare has an outbound and return flight and is made up of the same or different fares combined. These fares are cheaper than buying 2 x one-way fares.
 
The example below is a half return fare made up of TLL – MEX (MNCB3 fare) and CPH – MEX (UNCB0 fare). 
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: 
The returning fare is not a MEX – CPH fare, it is a CPH - MEX fare. This can be verified when we look up historical fares at the time of ticketing to determine the correct cancellation penalty
</td>
</tr>
</tbody>
</table>
<table style="border-collapse: collapse; height: 78px; width: 80%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: 
There is a stopover charge in the fare linear for stopping in BOG on the way back
</td>
</tr>
</tbody>
</table>
 
<img style="height: 576px; width: 449px;" src="https://lh4.googleusercontent.com/rDG6CUlZSporF8jpwfOe1jZTWubY7kbIElbh0JaegkGyNbcqIRpSmVZShxjdS-4afvy8uaTUVw9_-LSM23BrrUUeJwV05rPETEKpj2_8SAeBcVHIOot_bjqsOXbzDC2_oAut8Vy9CyenjdHI3HraOS0"> 
 
FQ5OCT23TLLMEX6OCT23-LH¥BM
5 OCT - ticketing date/ 6 OCT - travel date
Entry to find MNCB3 fare on ticket issued 5 Oct 23 from TLL – MEX travelling 6 Oct 23 on Lufthansa, specifying fare bases in M class (to narrow down search results)
The Currency will be automatically converted to AUD in the FQ entry
<img style="height: 237px; width: 530px;" src="https://lh4.googleusercontent.com/VpM6VJemacLFqe9l5XWrf8pqMxap49T5FR4AcBQia89d9LxyeYD5SJyURnXHVmv8aVkY0-y4YnQRYIfUILLZIzzJg6EoiRf_JtnbeXqFruZpGDob6vNG_wcQzceWjZ9Ra2_E9Xd5D0A-HIibIEQVm7A">
 
FQ5OCT23CPHMEX6OCT23-LH¥BU
Entry to find UNCB0 fare on ticket issued 5 Oct 23 from CPH – MEX travelling 6 Oct 23 on Lufthansa, specifying fare bases in U class (to narrow down search results).
Half return fares are both priced for the date of the outbound travel, therefore the entry here is for travel on the 6 Oct, even though travel on that fare technically starts on the 11th Oct
 
<img style="height: 141px; width: 519px;" src="https://lh5.googleusercontent.com/aGq2dWQXLPLtXaW_x3xe4s8GRClGh-LlQH-9sEeOPCbPga_aopCZdKGPzq-rUxNWnCBlUfIKRsgo1h97jXCh1b2i9a0d9xdasihjCoykKswWa8N5KQg_e1Jidn2VBRJcPDIyQDPq2FnoQdRrjGfwVtE">
 
In the fare linear, NUC719.12 x 0.930299 = EUR 668.99, which is half of EUR 1338 (equivalent AUD 2219 fare MNCB3 fare in the fare quote above)
The same can be applied for UNCB0, in the fare linear NUC 801.50 x 0.930299 = EUR745.63 which is half of EUR 1491 (equivalent to AUD 2473 fare UNCB0 in the fare quote above)
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #005da7; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f6fbff; height: 65px;">
TIP:
If we were to search for the return fare as MEX – CPH, it would not come up. This is how we can tell that this is a return fare and not two one-way fares combined
</td>
</tr>
</tbody>
</table>
 
<img style="height: 123px; width: 602px;" src="https://lh6.googleusercontent.com/p2IwPo5HZTuu9CV2R--njLwCfzvMXfRda6qxsEYBrFU0OQ0OXRzbOeVbAWzUar4Nkrggb90BzMSu5NAziKYrtoy0xhvn5bSoU7pDMNUJF2GA166RGaQOoGM8xzz4XBtr2kwB6GXQDrosXFbP9zfKz08">
 
</div>

Calculating Refunds Of Partially Used Sabre Ticket 

This article contains the following sections:
<ul>
<li><a href="#h_01F3Q40RGC7P9STAGQRAM01Z0Y" target="_self">Account Access</a></li>
<li><a href="#h_01F3Q410FZ1F9DVCJE5EMG68Z8" target="_self">Contact Details</a></li>
<li><a href="https://help.travala.com/hc/en-us/articles/23929955552409#h_01HMR43NWSNX0N0K090V5ZMBGQ">REAP Overview</a></li>
<li><a href="#h_01F3Q41KN5QAB47DYTG9MHGWRT">REAP Notes</a></li>
</ul>
<h2 id="h_01F3Q40RGC7P9STAGQRAM01Z0Y">Account Access</h2>
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%; height: 66px;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 22px;">
<td style="width: 35%; background-color: #f6fbff; height: 22px;">Portal Link</td>
<td style="width: 65%; background-color: #f6fbff; height: 22px;"><a href="https://dashboard.reap.global/login" target="_blank" rel="noopener noreferrer">REAP link</a></td>
</tr>
<tr style="height: 22px;">
<td style="width: 35%; background-color: #f6fbff; height: 22px;">Username</td>
<td style="width: 65%; height: 22px;">own username</td>
</tr>
<tr style="height: 22px;">
<td style="width: 35%; background-color: #f6fbff; height: 22px;">Password</td>
<td style="width: 65%; height: 22px;">own password</td>
</tr>
</tbody>
</table>
 
<h2 id="h_01F3Q410FZ1F9DVCJE5EMG68Z8">Contact Details</h2>
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%; height: 83px;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px;">Group on Telegram</td>
<td style="width: 64.8572%; height: 21px;">TRAVALA Credit Card Payments</td>
</tr>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px;">Contact person </td>
<td style="width: 64.8572%; height: 21px;">@charlesgreniergreen (on telegram)</td>
</tr>
</tbody>
</table>
 
<h2 id="h_01HMR43NWSNX0N0K090V5ZMBGQ">REAP Overview</h2>
What is REAP?
Reap is a virtual credit card part of the VISA network.
 
Card Limit &amp; Top Ups
Card limits are monthly limits and will be topped up on a a monthly basis. However, manual top-ups during the month are possible if needed.
 
Fees
USD payments, no fees. Any other currency, 1.8% fee applies.
 
Card Guarantees
Card guarantees work the same way as any other credit card. The merchant blocks the required amount on the card.
 
Minimum Spend
No minimum spend
 
Two-factor Authentication
Don't forget to update your phone number for OTP codes or set up Google Authenticator.
 
 
<h2 id="01HCFCR3EX0ZRRS2X5HK33RQ2D">
REAP Notes for Credit Card Transactions Reconciliation:
</h2>
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: Upload Receipts
Please upload receipts, invoices, or, alternatively, screenshots if receipts are not available. 
</td>
</tr>
</tbody>
</table>
 
Template to use:
 CMS Booking Reference:  
Supplier Booking Reference:  
Supplier:
ZD Ticket: 
Reason for charge: 
(baggage, seating, concierge booking..etc. ) 
CMS/Manual Booking Record Updated: Y/N
 
Format to enter into notes in REAP:
<span style="color: #1f1f1f; font-family: ' Google Sans' , Roboto, sans-serif; font-size: 12px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">CMS Booking Reference: \Supplier Booking Reference: \Supplier: \ZD Ticket: \Reason for charge: \CMS/Manual Booking Record Updated: Y/N
 
<h2 id="01HQQMBXTHHQG23K9B7BMQ74FG">CMS Currency</h2>
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: USD Currency
Always use the USD amount from REAP to enter the cost price in CMS. This is predominantly for transactions where the billing currency in REAP differs from the supplier currency in CMS. 
</td>
</tr>
</tbody>
</table>
 
Example: 
The amount billed by the airline for baggage is in IDR currency
<img src="https://help.travala.com/hc/article_attachments/29295222178713">
Click on this transaction line in REAP to see the equivalent USD amount
 
<img src="https://help.travala.com/hc/article_attachments/29295222183577">
 
Enter this USD amount in CMS 
This can be done by updating the Additional Booking Cost Amount field (ensure the customer's payment is entered in the order)
<img src="https://help.travala.com/hc/article_attachments/29295222189337">
 
Alternatively, it can be done via the Additional Payment screen
 
<img src="https://help.travala.com/hc/article_attachments/29295222197529">
<h2 id="01HQQMXEK89N12C85F31M3YA2D"> </h2>
<table style="border-collapse: collapse; height: 78px; width: 100%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #c8c8c8; width: 1.42857%;">
 
</td>
<td style="width: 98.5714%; background-color: #f1f1f1; height: 65px;">
IMPORTANT: Kiwi bookings
Kiwi's default currency in CMS is EUR. Therefore, use the USD amount in REAP and convert it to EUR in Fxtop. You can then enter the EUR amount in CMS. 
</td>
</tr>
</tbody>
</table>

REAP

External links
<ul>
<li><a href="https://tronscan.org/#/" target="_blank" rel="noopener">Tronscan.org Explorer</a></li>
<li><a href="https://support.tronscan.org/hc/en-us/articles/360042161531-What-should-I-do-if-the-receiving-address-did-not-get-the-funds" target="_blank" rel="noopener">Tronscan - What should I do if the receiving address did not get the funds</a></li>
<li><a href="https://nowpayments.io/help/dashboard/how-to-use-the-dashboard" target="_blank" rel="noopener">NowPayments - How to use the dashboard</a></li>
<li><a href="https://nowpayments.io/help/dashboard/how-to-view-past-payments-and-purchases" target="_blank" rel="noopener">Nowpayments - Payment Statuses</a></li>
</ul>
 
<table style="border-collapse: collapse; width: 100%; height: 428px;" border="1">
<tbody>
<tr style="height: 22px;">
<td style="width: 33.3333%; height: 67px; vertical-align: middle; border-color: #ffffff;"> </td>
<td class="wysiwyg-indent1" style="width: 33.3333%; height: 67px; vertical-align: middle; background-color: #d9d9d9; border-color: #ffffff;">NowPayments</td>
<td class="wysiwyg-indent1" style="width: 33.3333%; height: 67px; vertical-align: middle; background-color: #d9d9d9; border-color: #ffffff;">Tronscan</td>
</tr>
<tr style="height: 22px;">
<td style="width: 33.3333%; vertical-align: top; height: 67px; background-color: #f6fbff; border-color: #d9d9d9;">
Txhash ID is an unique identifier to check transaction status on blockchain 
</td>
<td class="wysiwyg-indent1" style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">Payin hash</td>
<td class="wysiwyg-indent1" style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">Hash</td>
</tr>
<tr style="height: 44px;">
<td style="width: 33.3333%; vertical-align: top; height: 67px; background-color: #f6fbff; border-color: #d9d9d9;">
Account crypto transferred to (received payment)
</td>
<td class="wysiwyg-indent1" style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">Payin address</td>
<td class="wysiwyg-indent1" style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">To</td>
</tr>
<tr style="height: 44px;">
<td style="width: 33.3333%; vertical-align: top; height: 67px; background-color: #f6fbff; border-color: #d9d9d9;">
Account crypto was transferred from
</td>
<td class="wysiwyg-indent1" style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">-</td>
<td class="wysiwyg-indent1" style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">From</td>
</tr>
<tr style="height: 118px;">
<td style="width: 33.3333%; vertical-align: top; height: 67px; background-color: #f6fbff; border-color: #d9d9d9;">
Met required number of confirmations (blocks) to confirm transaction
</td>
<td style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">
Status - Finished
refer to <a href="https://docs.google.com/spreadsheets/d/1-_LETmJk9wBPFL5wcSqU98zWX0NWgGyrCV2bI3uJlXo/edit?pli=1#gid=0" target="_blank" rel="noopener">Currency List sheet</a> for number of confirmations NowPayment requires to confirm a transaction
</td>
<td style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">
Status - Confirmed
 
</td>
</tr>
<tr style="height: 22px;">
<td style="width: 33.3333%; vertical-align: top; height: 67px; background-color: #f6fbff; border-color: #d9d9d9;">
Amount received less NowPayment Service fees
</td>
<td style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">
Pay price
</td>
<td style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">
- 
</td>
</tr>
<tr style="height: 44px;">
<td style="width: 33.3333%; vertical-align: top; height: 67px; background-color: #f6fbff; border-color: #d9d9d9;">
Amount transferred by customer (excl. NowPayment Service fees)
</td>
<td style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">
Actually paid
</td>
<td style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">
Amount
</td>
</tr>
<tr style="height: 67px;">
<td style="width: 33.3333%; vertical-align: top; height: 67px; background-color: #f6fbff; border-color: #d9d9d9;">
Transaction Fee customer paid when transferring crypto from account to
</td>
<td style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">
-
</td>
<td style="width: 33.3333%; vertical-align: top; height: 67px; border-color: #d9d9d9;">
Resources Consumed &amp; Fee
</td>
</tr>
</tbody>
</table>
 
 
<h2>NowPayments</h2>
Original Price - cost of the product on Travala.com
<img src="https://help.travala.com/hc/article_attachments/20994614149401" width="513" height="609">
 
 
<h2>Tronscan.org</h2>
<ul>
<li>
Resources Consumed &amp; Fee - fee paid by customer to transfer crypto From - Account where funds transferred from</li>
<li>
To - Account where funds transferred to</li>
</ul>
<img src="https://help.travala.com/hc/article_attachments/20994671560217">

Crypto - Tronscan Explorer

<a name="back%20to%20top"></a>
This article contains the following sections:
<ul>
<li><a href="#h_01F3Q40RGC7P9STAGQRAM01Z0Y" target="_self">Account Access</a></li>
<li><a href="#h_01F3Q410FZ1F9DVCJE5EMG68Z8" target="_self">Contact Details</a></li>
<li><a href="#h_01F3Q41KN5QAB47DYTG9MHGWRT" target="_self">Learning Guides</a></li>
<li><a href="#h_01F3Q41KN5QAB47DYTG9MHGWRT" target="_self">Supplier Information</a></li>
</ul>
<h2 id="h_01F3Q40RGC7P9STAGQRAM01Z0Y">Account Access</h2>
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%;" border="1" cellpadding="10px">
<tbody>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Portal Link</td>
<td style="width: 65%; background-color: #f6fbff;"> </td>
</tr>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Username</td>
<td style="width: 65%; background-color: #f6fbff;"> </td>
</tr>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Password</td>
<td style="width: 65%; background-color: #f6fbff;"> </td>
</tr>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Credit Line</td>
<td style="width: 65%; background-color: #f6fbff;"> </td>
</tr>
<tr>
<td style="width: 35%; background-color: #f6fbff;">Commission</td>
<td style="width: 65%; background-color: #f6fbff;"> </td>
</tr>
</tbody>
</table>
 
<h2 id="h_01F3Q410FZ1F9DVCJE5EMG68Z8">Contact Details</h2>
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%; height: 83px;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px;">Phone</td>
<td style="width: 64.8572%; height: 21px;"> </td>
</tr>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px;">Email </td>
<td style="width: 64.8572%; height: 21px;"> </td>
</tr>
</tbody>
</table>
 
Refunds
<table style="border-collapse: collapse; border: 1px #dddddd; width: 691.919px;" border="1" cellpadding="10px">
<tbody>
<tr>
<td style="width: 218.958px;">Lodge Refund Request</td>
<td style="width: 449.618px;"> </td>
</tr>
<tr>
<td style="width: 218.958px;">Refund-related Query</td>
<td style="width: 449.618px;"> </td>
</tr>
</tbody>
</table>
 
<h2 id="h_01F3Q41KN5QAB47DYTG9MHGWRT">Learning Guides</h2>
 
<table style="border-collapse: collapse; border: 1px #dddddd; width: 100%;" border="1" cellpadding="10px">
<tbody>
<tr style="height: 21px;">
<td style="width: 35.2857%; height: 21px;"> </td>
<td style="width: 64.8572%; height: 21px;"> </td>
</tr>
</tbody>
</table>
 
<h2 id="h_01F3Q41KN5QAB47DYTG9MHGWRT">Supplier Information</h2>

Template - Supplier 

Payment processing fees can quickly add up when paying for bookings using our credit cards. 
Please be careful to add enough % markup to cover the fees. 
These fees include: 
2% REAP for a EUR payment
3.5% Stripe fee from the supplier
2% lost in Now Payment fees
 
<table style="border-collapse: collapse; height: 93px; width: 100.143%;">
<tbody>
<tr style="height: 50px;">
<td style="height: 65px; background-color: #6f6f40; width: 2.67857%;">
 
</td>
<td style="width: 97.3214%; background-color: #fff9e5; height: 65px;">
NOTE: 
Credit card fees only apply when the charge is made on the credit card, NOT if we're using the credit card for authorisation only to guarantee a booking
</td>
</tr>
</tbody>
</table>

Credit Card And Payment Processing Fees

Whilst we can't add breakfast to your current booking, we can contact the property to check if it is possible to add breakfast to your booking. 
Alternatively you can, upon check-in, request a quote from hotel reception for a breakfast rate and pay at the hotel. 
Otherwise, if available, we could rebook your booking with a room rate including breakfast. We only recommend this option if your current booking is 100% refundable.

How can I add breakfast to my booking?

Unfortunately, once your booking is created, we are no longer able to change the payment method. If you have not completed your payment then ignore the order as it will expire within an hour and create a new booking with your preferred payment method.

How do I change my payment method?

You must be logged into your account when making a booking on our website or app for the booking to appear in your account. If you weren't log into your account, then your booking will not be linked to your account.
To link your booking, kindly send your request to <a href="mailto:support@travala.com" target="_self" rel="undefined">support@travala.com</a> from the email address used in the booking quoting your order/booking reference.

I cannot find my booking in my account, how can I add/link it?

If your payment was higher than the requested payment amount, kindly contact us at <a href="mailto:support@travala.com">support@travala.com</a> with your Order Number and Transaction Hash (TXID) so we can check accordingly. 
If we confirm the booking was overpaid, we will return the funds in the form of our <a href="https://www.travala.com/travel-credits" target="_blank" rel="noopener">Travel Credits </a>within 7 business days.

What can I do if I overpaid or exceeded the amount for payment?

Related link
<ul>
<li><a href="https://www.avafoundation.org/ava-smart-bonus-v-1/" target="_blank" rel="noopener noreferrer">AVA Smart Bonus v.1 (AVA Foundation)</a></li>
</ul>
 
As the first initiative from the AVA 2.0 Proposal, the AVA Smart Bonus will provide the opportunity for Smart members to receive AVA bonuses for participating in the AVA ecosystem by completing:
<ol>
<li aria-level="1">
Complete the specified Contributor Tasks at the beginning of the following quarter; OR
</li>
<li aria-level="1">Spend a minimum of US$50 worth of AVA on Travala.com within the quarter.</li>
</ol>
In v.1 of the AVA Smart Bonus, all Smart members from the Basic tier to the Diamond tier will be eligible to receive up to 12% AVA Smart Bonus rewarded quarterly.
To be eligible to receive the AVA Smart Bonus, you’ll need to be a Smart member by the final day of each quarter until you claim your AVA Smart Bonus at the beginning of each quarter.
To participate in the first round, you’ll need to be a Smart member by 31 December 2023 11:59 PM UTC and complete one of the above activities.
Note: AVA Smart Bonus v.1 will not be taken into account in the Best Price Guarantee comparison.

Contributor Tasks - AVA Smart Bonus v.1

A customer may submit a special request, at time of booking, to book a property's transportation/shuttle bus. To avoid confusion with pick-up times, please advise the customer to contact the property directly to arrange pick-up. As a courtesy please provide the customer with property phone number and email address.
If the property does not offer a shuttle pick-up service we can direct them to the Activity section on our website. The customer may find a suitable transfer option for their requirements.

Hotel Transfer Service Arrangement

Internal Related link
<ul>
<li class="article-title" title="Marriott Hotel &amp; Resorts">
<a href="https://docs.google.com/spreadsheets/d/1X73k7Buvdm5T6KpWwmEZ4MbE99ZtaieZ2J1X6hhKzqg/edit#gid=1950503401">Manual Booking Record</a>
</li>
</ul>
<div class="article-author"></div>
<h2 id="h_01H9NYA3C26EZ8T507ZGABEHHB">Refund Request Is Submitted To The Supplier</h2>
<ol>
<li>In the <a href="https://docs.google.com/spreadsheets/d/1X73k7Buvdm5T6KpWwmEZ4MbE99ZtaieZ2J1X6hhKzqg/edit#gid=1950503401" target="_blank" rel="noopener noreferrer">Manual Booking Record</a> change the Payment Status to Refund Requested
</li>
<li>Add notes in the Comment field including date stamp</li>
<li>Since we don't know how much refund we're getting back, do not fill out any refund amounts in the sheet <img src="https://help.travala.com/hc/article_attachments/31006256219801"> 
</li>
</ol>
 
<h2 id="h_01H9NTG2VATN9MT0F0FV54Y2A4">Refund Is Received From The Supplier </h2>
<ol>
<li>In the <a href="https://docs.google.com/spreadsheets/d/1X73k7Buvdm5T6KpWwmEZ4MbE99ZtaieZ2J1X6hhKzqg/edit#gid=1950503401" target="_blank" rel="noopener noreferrer">Manual Booking Record </a>change the Payment Status to Refund Received
</li>
<li>Enter the value received from the supplier in the Cost Price Refund column (as a negative amount)</li>
<li>Enter the amount to be paid out to the customer in the Customer Refund Payout Amnt (as a negative amount)
</li>
<li>Add notes in the Comment field, including date stamp</li>
<li>
If the customer was charged for the booking on a monthly invoice, no further action is needed
</li>
<li>
If the booking was paid by the customer individually, then create a Manual Refund Request in CMS 
</li>
</ol>
<img src="https://help.travala.com/hc/article_attachments/31006230866841">
 
<h2 id="h_01H9NTG2VATN9MT0F0FV54Y2A4">Refund Payout To The Customer </h2>
To be only actioned by a CS Supervisor / Manager or TM who can process refunds: 
<ol>
<li>Refund the customer via CMS or on the monthly invoice</li>
<li>Change Payment Status in the <a href="https://docs.google.com/spreadsheets/d/1X73k7Buvdm5T6KpWwmEZ4MbE99ZtaieZ2J1X6hhKzqg/edit#gid=1950503401" target="_blank" rel="noopener noreferrer">Manual Booking Record</a> to Refunded or Partially Refunded
</li>
<li>Enter the date the refund was paid out to the customer</li>
<li>Add notes in the Comment field </li>
</ol>
<img src="https://help.travala.com/hc/article_attachments/31006256255385">

Concierge Refunds Process

A stay at The Empress Palace places you in the heart of Surrey, within a 5-minute drive of Bear Creek Park and Holland Park.  This hostal is 16.3 mi (26.2 km) from Port of Vancouver and 12.5 mi (20.1 km) from Metropolis at Metrotown. Make yourself at home in one of the 14 air-conditioned rooms featuring Smart televisions. Your pillowtop bed comes with Egyptian cotton sheets. Rooms have private furnished balconies or patios. Prepare your meals in the shared/communal kitchen. Complimentary wireless Internet access is available to keep you connected. Bathrooms feature showers with rainfall showerheads and toilets with an electronic bidet. Featured amenities include a business center and express check-out. Self parking (subject to charges) is available onsite.

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