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Flights And Bookings
Search fares, book passengers, hold seats, and issue e-tickets — all from one dashboard.
Search fares, book passengers, hold seats, and issue e-tickets — all from one dashboard.
This guide covers the full flight booking journey in Triply: searching for fares, entering passenger details, holding seats, taking payment, handling cancellations and e-tickets, and knowing when to contact support. Use the sections below to jump to what you need.
Search & AvailabilityWhat trip types can I search for?
Three trip types are supported:
- One-Way — a single flight from origin to destination.
- Return — an outbound and inbound leg. You can mix cabin classes across legs, for example Economy from Nairobi to London and Business class on the return.
- Multi-City — up to six separate legs in a single booking, ideal for complex itineraries where the traveller visits multiple cities before returning home.
How long do search results stay valid?
Search results are valid for 20 minutes from the time of the search. If you spend time discussing options with your client and the results expire, simply re-run the search to get fresh pricing. You can also refine and filter your existing results — by price, stops, airline, or cabin class — without needing to search again, which helps keep things moving while you narrow down the best option.
Why does the price sometimes change between search and when I go to book?
Flight prices are live and can shift within seconds on the global systems we search. Before a booking is created, the platform always re-checks the selected fare to confirm it's still available at that price. If the price has changed, you'll see the updated amount before committing. This is normal and not an error. If the new price doesn't work for your client, simply return to the results and choose a different option.
Can I book an open-jaw itinerary — flying into one city and returning from another?
Yes. Open-jaw routing is supported, where the return departs from a different city than where the outbound lands. For example, flying from Nairobi to London outbound and returning from Paris to Nairobi. This is set up at the search stage under Multi-City.
Passengers & Booking DetailsWhat passenger types can be booked?
The following passenger categories are supported:
| Passenger type | Age range | Notes |
|---|---|---|
| Adults | 18 and over | — |
| Children | 2–11 years | — |
| Infants | Under 2 years | Lap infants — cannot exceed the number of adults on the booking |
A maximum of 9 passengers can be booked in a single transaction. Infants cannot outnumber adults.
What passenger details are needed to complete a booking?
For each passenger you'll need:
- Full name exactly as it appears on their travel document
- Date of birth
- Nationality
- Gender
- Email address and phone number in international format
- Travel document details — type (passport or national ID), document number, and expiry date
- One emergency contact per passenger — name, phone, email, relationship, and address (optional)
Frequent flyer numbers and special service requests may also be added at this stage.
Passport or ID details are mandatory for international travel. Incorrect document details can result in the passenger being denied boarding. Name corrections after a ticket is issued are subject to airline policy and may carry additional fees.
How can a customer request changes to a quote?
Once a quote is shared with the customer, they can request adjustments by reaching out through whichever channel works best — email, WhatsApp, or a call. All quote change requests should come back through you as the agent, and you can then update and resend the quote accordingly.
Can I book different cabin classes on different legs of the same trip?
Yes. Each leg of a booking can have its own cabin class. For example, you can book Business class for the outbound leg and Economy for the return — all within the same booking. When cabin classes are mixed, the service fee is based on the highest cabin class in the booking. A booking with any Business segment will be charged at the Business fee rate, even if the other legs are Economy. Keep this in mind when building your quote.
Can I see different fare options for the same flight — for example, a flexible fare versus a non-refundable one?
Yes. After selecting a flight from the search results, you can view the available fare options for that flight — such as a standard fare alongside a Flex or Business Extra version. These differ on refundability, rebooking allowances, and inclusions like extra baggage. This gives you the opportunity to present upgrade options to your client before confirming the booking.
Hold Bookings & Booking StatusCan I hold a booking without paying immediately?
Yes. You can create a booking and reserve the seat without processing payment straight away. This gives you time to confirm the details with your client before committing. This is referred to as a hold booking. The hold is not open-ended. The airline sets a ticketing deadline — the latest point by which payment must be made and the ticket issued. If that deadline passes without payment, the airline releases the seat and the booking expires. Treat the ticketing deadline as a hard cut-off.
What does it mean when a booking shows as Expired?
An Expired booking means the ticketing deadline passed before payment was confirmed. The seat has been released by the airline and the booking cannot be recovered. You'll need to search again — there's no guarantee the same fare or availability will still be there. This is different from a search result expiring: an expired booking means a reservation was created but never paid for in time.
What happens if a payment fails after the booking has been created?
If payment fails, the booking stays active — the seat is still held, but no ticket has been issued. Do not create a new booking. Retry the payment using the existing booking reference. If the issue continues, contact the support team. The ticketing deadline keeps counting down regardless of payment status. If it passes without a successful payment, the booking will expire and the seat will be released automatically.
What are the different booking statuses and what do they mean?
| Status | What it means |
|---|---|
| Queued | Booking created — payment not yet confirmed |
| Approved | Payment confirmed |
| Issued | Ticket issued by the airline — booking is complete |
| Expired | Ticketing deadline passed before payment — seat released by airline |
| Recalled | A previously issued ticket has been voided or recalled |
Is there any guidance on how much markup I should apply?
There's no fixed limit — markup is entirely at your discretion. That said, it's worth keeping your pricing competitive. Customers today can easily check flight prices on comparison platforms, so a markup that's too high may cost you the booking. A good markup reflects the value you bring — personalised service, itinerary support, and the convenience of having everything managed in one place. For corporate clients and repeat bookings, setting a consistent and reasonable markup also helps build trust over time.
Cancellations & RefundsWho sets the cancellation fee — is it the platform or the airline?
Cancellation fees are set entirely by the airline and the fare rules of the specific ticket booked. The platform shows you the applicable fee but has no ability to waive or adjust it. Always review the cancellation conditions at the quote and booking stage and make sure your client is aware of them before payment is processed.
External BookingsCan I manage a booking that was made outside the platform?
Yes. If you created a booking directly through Amadeus, you can bring it into the platform by entering the booking reference. Once imported, you can issue the ticket and download the e-ticket from the platform.
E-Tickets & VouchersWhen is the e-ticket available after payment?
The e-ticket is generated automatically once payment is confirmed and the ticket is issued by the airline. This typically happens shortly after payment. The PDF is then available for download and sharing from your dashboard.
Can I re-download or resend an e-ticket after the initial booking?
Yes. E-tickets remain accessible from your dashboard at any time after issuance. You can re-download or share the ticket with the passenger whenever needed. If a ticket is no longer showing in your dashboard, contact the support team with the booking reference.
Support & EscalationWhen should I contact support?
Contact the support team for anything related to the booking process — payment issues, ticket download problems, quote queries, or booking errors.
You can also contact Triply when an issue occurs at the airport or during the journey, in cases such as:
- The passenger is denied boarding despite holding a valid ticket.
- The airline has cancelled or rescheduled the flight and the passenger needs rebooking or a refund.
- A confirmed seat assignment or meal request was not honoured at the gate.
- A name correction is needed after the ticket has been issued — this must be handled directly with the airline, as it cannot be done through the platform.