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TRVL agent handbook

Download the TRVL agent handbook here:

trvl-agent-handbook

Why we created TRVL

Why statement

We want to empower travelers and take traveling to the next level.

The idea is simple. Travelers have been everywhere and together have first-hand experience of all destinations, hotels, activities, and more. The good, the bad and the ugly. TRVL connects all these travelers and enables them to share their knowledge and tailor-make trips for others. As a reward for helping somebody else, you can earn up to 10% per booking. 

Discover TRVL

What is TRVL?

TRVL is a completely new way to book your trips online. We call it traveler-to-traveler or T2T. We want to empower travelers to help each other create better trips and take traveling to the next level.

The idea is simple. Travelers have been everywhere and together have first-hand experience of all destinations. TRVL connects these travelers and enables them to share their knowledge and tailor-make trips for others. As a reward, travelers can earn up to 10% per each booking they help another traveler make.

How can I join the TRVL team?

We are growing fast and are constantly on the lookout for the best global talent. So, if you’re passionate about what we’re doing at TRVL and think you have what it takes, please email us at hello@trvl.com.

What is a TRVL agent?

A TRVL agent is somebody who signed up to the TRVL platform to share his or her knowledge with other travelers and helps them tailor-make their trips. TRVL agents will receive up to 10% per booking.

A TRVL agent is not an organizer of trips and is not a representative of the traveler, TRVL, the booking service providers or the travel service providers.

What does traveler-to-traveler mean?

The term traveler-to-traveler comes from the widely used term peer-to-peer to describe a platform where peers are enabled to partition tasks and help each other. T2T is the shared economy approach to traveling.

Is TRVL free?

Yes! TRVL is 100% free for both travelers and TRVL agents. There are no sign-up fees, no subscription fees, no booking fees, and no administration fees.

How do TRVL and the TRVL agent make money?

TRVL works with travel service providers, such as Expedia Affiliate Network and Viator, who share a commission with TRVL for every booking. TRVL therefore generates income by taking a marketing fee each time a booking is made via the TRVL platform. The lion’s share of this commission is passed on to the TRVL Agent who helped book the trip. This is called the TRVL agent fee.

Should I become a TRVL agent?

If travel is your passion, if you like helping others and don't mind the extra cash, then we built TRVL for you and you should definitely become a TRVL agent! With your recommendations and your work, you will save other travelers a tremendous amount of time by fully tailor-making trips for them.

Request access here.

Can I also book trips for myself?

Yes, one of the perks of being a TRVL agent is that you can also book trips for yourself and receive a commission. Moreover, we believe it’s important that you get to experience and test the TRVL platform for yourself, which will help you better serve fellow travelers.

Is there a TRVL app?

The TRVL app will be available early-2017 for both iOS and Android.  

How can I report a technical problem?

As a TRVL agent: to report technical issues please email agentsupport@trvl.com.

As a traveler: to report technical issues please email feedback@trvl.com.

How do I invite friends to TRVL?

Either create a trip and share it with them or have them request access to be an agent on www.trvl.com.

Where is TRVL based?

TRVL is based in a beautiful historic canal house in Amsterdam, the Netherlands.

You are a TRVL Agent

Getting started

Do I qualify to become a TRVL agent?

Anyone aged 18 and above can become a TRVL agent. You don't need a diploma, you don't need to be a travel agent and you don't need to be tech-savvy.

It is easy to use the platform. You will find all hotels, flights, transportation and activities on one screen, so there is no need to switch to other websites. TRVL is complementing your personal recommendations with a handpicked selection of hotels and activities from hundreds of destinations. TRVL is also a real-time collaboration tool, allowing you to build a trip together with your traveler.

Request access here.

How do I sign up as a TRVL agent?

Before entering the platform you’ll have to request access here. Once you've opened your unique activation link (which we’ll email to you), you can sign up with your Facebook, Google or LinkedIn account, or with your email and password. It will only take a few seconds. You do need to accept our Terms & Conditions before you can get started.

How do I sign in as a TRVL agent?

You can sign in with your Facebook, Google or LinkedIn accounts, or with your email and password. 

Sign in here or request access here.

Do I need to have a registered business to sign up as a TRVL agent?

No, TRVL is open to both individuals and businesses. You are not required to have a registered business when signing up as a TRVL agent. However, keep in mind that your work as a TRVL agent might in some countries be considered to represent a business activity. If this is the case, you may at some point have to register yourself as a business according to the tax laws of your specific country. We recommend that you seek advice from a local accountant or tax advisor to determine whether this might apply to you.

Which currency does TRVL use?

We currently only support USD but are working very hard to add more currencies as soon as possible. You can of course check out in USD, but we fully appreciate that any conversion costs will then be at your expense. However, while we can’t give guarantees as to when your local currency might be added, we will strive to ensure that as many local currencies as possible will be supported.

How to use the TRVL platform

Step-by-step: Creating a trip

Step 1: Complete your profile

TRVL is a community that relies on trust. Completing your profile allows your travelers to discover more about you. Your profile should include your photo, your expertise areas and some general information about you – for example your favorite places to travel.

Step 2: Build your trip

With over 500,000 unique listings around the world covering hotels, flights, activities and transportation, you have everything you need as a TRVL agent to build amazing and memorable trips.

To help you make the right suggestions, TRVL has pre-selected over 5,000 of the best hotels and activities in 500+ destinations. If you can’t find what you are looking for, explore the full range of inventory that our partners have to offer.

To make searching easier, make sure to include your traveler's dates and number of fellow-travelers to get the most accurate pricing.

When you have found what you are looking for, select “suggest”. You can always suggest multiple items and when you’re finished select “add options”. This automatically adds your suggestions to your traveler's itinerary.

You can also write notes as to why you chose each option to your traveler. To do this, select the notes icon in the “chosen options” tray. Select the icon again to save your note. Your notes will be displayed to your traveler on their itinerary.

Step 3: Share it

Once you have finished the perfect trip, now it’s time to share it with your traveler. Select “share itinerary”, enter your traveler's email address or message them through Facebook Messenger or Whatsapp on mobile. Once you share your trip, you will be notified when your traveler opens it and any decisions they take will be reflected in your itinerary in real-time.

Step 4: Earn money

If your traveler is satisfied with your suggestions and decides to book your trip, they can check-out directly from their itinerary. Your traveler pays TRVL’s suppliers and when they do so you will be notified and your earnings will be reflected in your agent dashboard.

Can I collaborate with my traveler in real time?

TRVL also enables you to invite your traveler online to build their trip together in real time. You can communicate with your traveler via chat and offer suggestions based on your traveler's input. Your traveler can view and select your suggestions and you can build the perfect trip together. When your traveler is ready to check out, they do so directly with our booking service providers from their itinerary. Your earnings will be reflected in your agent dashboard.

How do I search for hotels, flights, activities or transportation?

When you search for individual elements of a trip, you can access TRVL’s pre-selected recommendations or you are free to make your own choices from the full range of inventory of our suppliers. You can also narrow down your options by using filters and reading reviews on the options available.

To search for a hotel, flight, activity or transport: 
• Enter your traveler's name, origin/destination, travel dates, and party size.
• Select “add” and choose the travel category you wish to search for.
• You can filter your results to narrow your options. 
• Scroll through the results of either TRVL’s recommendations, your favorites or the full inventory available.
• Select “view” a listing to see the full details. 
• Select “suggest” to add your selections to your traveler’s itinerary.

You can also save your favorite hotels or activities to your favorite list, which you can access at any time and recommend easily. 

 

How can I favorite hotels and activities?

To easily access your favorite hotels and activities, you can create a favorite list.

Creating a favorite list:

• On a listing you want to add as a favorite, select the heart icon on the key photo.
• The listing is automatically added to your favorite list.
• To remove a favorite from your list, simply deselect the heart icon.
• Favorites can also be accessed from your agent profile.

Why can’t I find a certain hotel or why is it listed as unavailable?

This may be due to one of the following reasons:
1. The booking date is too far in the future.
2. The hotel has no more rooms available on your selected dates.
3. The hotel you are looking for is not available via one of our booking service providers.

Can I access maps in the TRVL platform?

We are currently working on our maps feature. This will be added in the near future.

How can I book for a party of more than 2 people?

If you want to select 4 people, for example, the system will automatically look for rooms that are able to accommodate 4 people. You can add additional rooms in the hotel filters

What are Neighborhoods?

Experience a city like a local… with TRVL’s Neigborhoods!

Do you want to travel to a city and stay in an area that really suits your interests? Thanks to our expertly curated TRVL neighborhood guides – now you can. Whether you’re a self-confessed foodie going to Copenhagen, a bohemian art lover en route to Paris or a specialty coffee fiend sniffing out the best brew in Amsterdam, make a beeline for the local area that’s right for you. Whether you relish being in the thick of it or prefer to feel a little more at home in a city’s creative fringe, you’ll find the perfect spot (hassle-free!) when you travel with TRVL. We’ve dissected over 500 of the world’s top destinations into easy-to-navigate neighborhoods – so you can experience the city like a local.

How do we determine our neighborhoods?

We know that official municipal boundaries don’t cut it and neither do broad arching tourist zones. TRVL is made by travelers and we try our best to intelligently dissect our destinations into the neighborhoods that matter. Why struggle to choose from 3000 hotels in Rome, when you can let TRVL do the hard work and choose the 5 best in Trastevere?

Search by neighborhood

You can filter your hotel results by neighborhood to narrow down your selections.

Suggest changes

Neighborhood information is not an exact science and we are always open to suggestions. If you would like to contribute to TRVL’s neighborhood content, please email us at hello@trvl.com

Can I make payments for my travelers?

No. You cannot request nor accept any credit card information from your travelers or perform any payments on their behalf. The traveler is responsible for making the payments directly with the booking service provider via the TRVL platform.

Can I change a traveler's personal information?

No. Only a traveler can change their own personal information.

How do I communicate with my travelers?

You can collaborate in real time with your traveler through our chat functionality. If you or your traveler are offline, you will be notified of the message by email.

Why is availability important as a TRVL agent?

You want to help your travelers and provide them with the best, most personal service. Being available and accessible when the traveler is at that important step of selecting and booking their trip is therefore important. That’s when your help is most needed. In addition, when the traveler has questions or wants to make changes after a booking is made, it’s important that you’re available to help them where possible, and/or point them in the right direction. Finally, the more often you commit to being available, the more likely it is that travelers will come to you again and reward you for your help. Of course, being readily accessible also means that more new travelers will be able to find you on the platform.

What does commitment mean for a TRVL agent?

TRVL is all about flexibility – you decide as a TRVL agent how much time you set aside for it and how many travelers you want to help out. That said, providing a high level of service means that when you are dealing with travelers, you should be fully committed to the task of helping them select and book their trip, as well as with any post-booking questions they might have. This means you should frequently check your account to see if travelers have sent you any questions or queries. For example, your traveler may want to add other travel-related items to their booking (e.g. a tour or activity when they have already booked and paid for a hotel and flight).

Why isn’t my avatar working?

At the moment it is only possible to add an avatar if you log in using your Facebook, LinkedIn or Google account. The option of adding an avatar if you've logged in using your email address and password is something we are currently working on and will be available soon.

My TRVL agent account

Why do I need to complete my profile?

After signing up, we ask you to complete your profile. A completed profile will help to build trust with prospective travelers.

I am having trouble logging in

You can reset your password here.

How do I logout?

Select your name in the top right hand corner. Choose “sign out”.

How do I reset my password?

You can reset your password here.

How do I change the email address I use for TRVL?

You can change your email address in your profile under “Personal information”.

How do I change my screen name?

You can change your screen name in your profile under “Personal information”.

How do I change my profile picture?

You can change your profile picture in your profile under “Personal information”.

How do I change my personal details?

You can change your personal details in your profile under “Personal information”.

I am having trouble receiving TRVL emails

Depending on your mailbox settings, sometimes emails can be directed to you spam folder. Check your spam folder and mark the TRVL emails as safe in order to make sure they arrive in your inbox.

My account seems to be blocked and I can't login

Try resetting your password here. Otherwise, contact us at agentsupport@trvl.com.

 

Can I delete or deactivate my account?

Yes, contact feedback@trvl.com if you're a traveler or agentsupport@trvl.com if you're an agent to delete your account.

Earning money as a TRVL agent

How much will I earn?

Every time you create a trip for your traveler – which is also then booked by the traveler – TRVL will pay you a commission as a percentage of the booking amount, which we call the TRVL agent fee, when the traveler has successfully completed his or her trip. 

The percentage will differ according to the booking service provider used – or, in some cases, on the item booked – but can be as high as 10%. How much you can ultimately earn will depend on the amount paid per booking and on how many bookings you will help to make.

How long will it take for me to get paid after I have generated a booking?

The time that it takes for you to receive your TRVL agent fee will depend on the payout conditions of the booking service provider. Generally speaking, TRVL does not receive its marketing fee until after travelers have finished their trip. Once TRVL has received the marketing fee, the TRVL agent will receive their TRVL agent fee soon afterwards.

There is no fixed rule on how long this will take but, as an indication, people on average book their trips a couple of months in advance of their departure.

Where can I see how much money I have made?

An estimate of your earned TRVL agent fee is displayed in the TRVL agent dashboard. Please note that the amount displayed is only an estimate and can still be affected by possible cancellations. The exact amount you will receive as a TRVL agent will also depend on the exact affiliate marketing fee that TRVL takes from the booking service provider. The final earned TRVL agent fee will be shown in your credit invoices.

What is the TRVL agent fee?

The TRVL agent fee is the commission that you earn after you have generated a booking. This commission is calculated as a percentage of the affiliate marketing fee that TRVL receives from the booking service providers, of which the lion's share is passed onto the TRVL agents.

Please note that TRVL agent fees are only earned (and paid out) once a traveler has actually been on their trip. We call this a Materialized Transaction. If a trip is cancelled by a traveler, booking service provider or, for example, the hotel, TRVL agents will not earn a TRVL agent fee. This is because we ourselves will not be paid a marketing fee for that trip either.

TRVL will introduce TRVL agent incentives in the near future, where the TRVL agent fee goes up if the TRVL agent hits a certain volume threshold.

What items can I earn money on?

We strive to give you the best possible commission on each type of travel item. For a TRVL agent logged onto the TRVL platform, each selected item (hotels, tours, activities, etc.) will show an estimate of the commission at the time of booking. The actual commission will be clarified after the traveler has traveled. The final commission is also subject to some small variations due to foreign exchange rates.

The commissions will vary for each travel item, and while there is no fast and hard indication as to how much these might be, generally speaking you can earn in the range of 4% to 10% on bookings for hotels, tours and activities. Currently, we make no margin on flights, and so unfortunately there is no TRVL agent fee either.

How and where do I find travelers?

Your friends, neighbors, colleagues, and relatives are most likely to become your first travelers. You can ask them about their holiday plans and offer them your services. Make sure to ask them about their travel preferences so you can tailor-make a trip for them. To spread the word, you can post as a TRVL agent on social media and ask your travelers to recommend you. It also helps to become an expert in a popular destination (like New York) or niche like family travel, sport holidays, etc.

How can I grow my business?

Our best advice is to go the extra mile. You are a service provider, and word of mouth is the best way to grow your business. Post your travel recommendations on social media. Ask your travelers to recommend you to their friends. Become an expert in a popular destination, like Rome, New York or Singapore. Become an expert in a type of travel, for example cruise travel, honeymoons or traveling with children. Ask local business owners if you can streamline all their travel bookings for them.

Can I charge my travelers a service fee?

No. You cannot charge (or accept) any payments from your travelers for the service you provide as a TRVL agent. TRVL is all about transparency, and we don't want travelers to pay more at TRVL than they would otherwise pay online elsewhere. TRVL will pay you a marketing fee per booking as a percentage of the total amount.

Can I donate my earnings to charity?

What a nice gesture! We did consider offering TRVL agents the option to donate money to charity directly via the TRVL platform, but this would mean limiting the number of charities that you would be able to donate to. Donating to charity is something that is very personal, and we don’t want to limit your choice. That’s why we decided not to offer it as an option in our platform. Of course, you can always transfer your earnings to charity after we’ve paid them out to you.

TRVL agent payouts

Why do I need to verify my identity?

Trust is a very important part of what we do. We want TRVL to be a safe place, both for TRVL agents and for travelers. The identification of our users plays an important role in this. We also have to deal with strict regulations that require us to identify payees before making payouts to them. We are committed to protecting all personal data that we collect in this process and apply the highest industry standards to make sure that all your personal data is safe.

Is verifying my ID secure?

We are committed to protecting all collected personal data and apply the highest industry standards to make sure that all your personal data is safe.

How does TRVL process payouts?

TRVL uses direct bank transfers to pay out the TRVL agent fee. We may add additional payout methods in the future if there is sufficient demand for these.

How do I access payout details for completed reservations?

Your accrued TRVL agent fee will be visible in the TRVL agent dashboard, together with the next payout date. If you need to change your bank account number or any other payout-related details, you can do so in your account settings.

What does an adjustment on my transaction history mean?

When a booking is made, we calculate your TRVL agent fee. However, this fee won’t materialize until the booked services have actually been consumed by the traveler. If a traveler cancels a trip, for example, the TRVL agent fee for that booking won’t materialize and your accrued TRVL agent fee will be adjusted accordingly. This is shown as an adjustment of your transaction history.

How long does it take for my payout method to become ready?

Once you have completed all your payment details in your account settings, the payout method should be ready within a few business days.

How will exchange rates impact my earnings?

TRVL is based in the Netherlands and works with a Euro (€) administration. Only when we make the payout is this amount converted to the currency of your choice. When we show the accrued TRVL agent fee in your local currency, please know that this amount is subject to changes in the exchange rate between your currency and the Euro (€).

Which payout methods does TRVL support?

We only support direct bank transfers at this stage.

Can I change my payout method?

We only support direct bank transfers at this stage.

When and how often is the TRVL agent fee paid?

The TRVL agent fee is paid on a monthly basis 15 days after TRVL has dispatched the credit invoice. The credit invoice is dispatched on the 5th day of each month. Please note that if the accrued TRVL agent fee is less than USD 25 at the time at which payment is normally made, TRVL is entitled to postpone payment until such time as the TRVL agent fee exceeds this amount.

If you would like to cease operating as a TRVL agent and cancel your account with TRVL, you are able to claim any outstanding TRVL agent fees on a one-off basis even if the amount is lower than USD 25. If after 12 months your accrued TRVL agent fee has not exceeded USD 25, your entitlement to the TRVL agent fee will expire.

I have received a payment, but I disagree with the amount. What should I do?

We want to make sure you get paid – and that you get paid the right amount – for helping travelers to make bookings via the TRVL platform. We have a special service team to deal with this kind of query from TRVL agents. Send us an email at agentsupport@TRVL.com and we will aim to respond to you within 24 hours.

Why don't you offer payouts with PayPal?

We only support direct bank transfers at this stage, but we may consider additional forms of payment in the future.

What is Transpay and how does it work?

Transpay is a global mass payments solutions provider. They operate in marketplaces using freelance, vacation rental, e-commerce, international payroll, affiliate commissions and other sharing economy business models. What makes Transpay unique is that they have direct to bank connections in over 90 countries. By working with Transpay, we can make payments directly into your bank account without requiring the involvement of a third party.

How do I change my bank account number?

You can change your bank account number and other payout details in your account settings.

Why do I need to make more than USD 25 before TRVL makes a payout?

There are two reasons. Firstly, the cost of making a payout lower than USD 25 is simply too high. Secondly, we are confident that you should be able to make USD 25 very quickly. On average, you would only need one booking to get the TRVL agent fee of USD 25 – easy!

Why does my accrued TRVL agent fee expire if the amount has not exceeded USD 25 over the course of 12 months?

For TRVL, the costs are simply too high to make payouts of less than USD 25. We think it’s fair that if a TRVL agent has not used the platform sufficiently over the course of a year to reach USD 25, TRVL should not have to absorb the costs associated with paying out this figure. However, remember that on average you only need to generate 1 booking to hit the USD 25.

The payment of my TRVL agent fee does not reconcile with the amount displayed on my dashboard. What’s going on?

The TRVL agent fee displayed on your dashboard is only an estimate. When a booking has been generated, we still do not know the exact commissions that we will earn. Since the TRVL agent fee is calculated as a percentage of TRVL’s commissions, we have to wait for this to be confirmed before we can give a TRVL agent a final figure.

Additionally, TRVL won’t receive commissions in case of certain cancellations, chargebacks and refunds, which subsequently means that TRVL can’t pay you a TRVL agent fee either.  

TRVL receives such information on a monthly basis, which is why it may take some time before the estimate of the TRVL agent fee on the dashboard is adjusted.

Can I receive payouts in my own currency?

Yes, you can. Even though TRVL is based in the Netherlands and works with a Euro (€) administration, when payouts are made, the amounts are converted to the currency of your bank account.  

What is an IBAN number, and where can I find it?

IBAN stands for International Bank Account Number, which you can use when making or receiving international payments. All banks in the SEPA (single Euro Payments Area) area nowadays work with IBAN numbers. Your IBAN doesn’t replace your original bank account number(s); it’s an additional number with extra information to help overseas banks identify your account for payments.

You can typically find your IBAN number on your bank statement or in your online banking portal. If you have trouble finding your IBAN number, we recommend contacting your bank. 

Why does “select a bank” only show the option “IBAN”?

This is because you live in a SEPA country that uses IBAN numbers for bank transfers. To make an IBAN transfer, we only need to know the IBAN number and BIC code. That’s why you don’t need to select a bank.

What is a BIC code?

A BIC code (or SWIFT, as it’s sometimes known) is a code that helps overseas banks identify which bank to send money to. For example, if an overseas bank is sending a payment to your account, they’ll need to know the BIC code of your bank. The BIC code of TRVL’s bank, for example is INGBNL2A. You can typically find your bank’s BIC code on their website or on your bank statement. If you have trouble finding your bank’s BIC code, we recommend contacting your bank.

I don’t know which US bank I should select from the list. What should I do?

You can find the right name of your bank with your routing number. For example, if you go to http://www.checkcomposer.com/frmbanksearch.aspx and fill in your routing number there, it gives you the exact name of your bank. You can then search for this bank in the drop-down menu on our payouts page. If you still can't find your bank, please contact agentsupport@trvl.com for assistance.

I have a US bank account. Where can I find my account number and routing number?

Your bank routing number is a nine-digit code that's based on the U.S. bank location where your account was opened. It's the first set of numbers printed on the bottom of your checks, on the left side. You can also go to your bank's website or contact your bank for their routing number. 

Your account number (usually 10-12 digits) is specific to your personal account. It's the second set of numbers printed on the bottom of your checks, just to the right of the bank routing number. Typically, you can also find your account number on your monthly statement. 

Legal

What legal and regulatory issues should I consider before becoming a TRVL agent?

At this point, we are not in a position where we can seek opinions on the applicability of local laws. If you wish to know your legal and regulatory position, we recommend consulting a lawyer in your own country.

What we can say is that TRVL is a traveler-to-traveler platform. As a TRVL agent, you will help travelers to create their itineraries by curating a selection of bookable travel services for them. But it should always be the traveler who actually makes the booking, not the TRVL agent on behalf of the traveler.

As such, we strongly believe that the TRVL agent - traveler relationship is fundamentally different from, for example, the travel agent - customer relationship. This is why we believe that regulations for travel agencies should not apply to TRVL and the TRVL agents. But, please keep in mind that this is only what we believe and does not represent a legal opinion of any kind.

As a TRVL agent, what’s my legal relationship with TRVL?

Your relationship with TRVL is limited to your registration with TRVL and your use of TRVL's services. This means that you are not an employee, joint venture, franchisee, representative or partner of TRVL in any way.

Am I liable for bookings that have been made?

If you follow our guidelines, you should not be liable for bookings that are made. According to the General Terms and Conditions, the traveler is solely responsible for any bookings that they make. This means that your travelers must always check that the relevant booking details are correct prior to finalizing their booking. Please make this as clear as possible to the traveler before they complete their booking. This manages their expectations. Remember, you only help them out with the planning of their trip; you are not organizing it for them. This is something you should make clear to them beforehand. Also, you are not allowed  to fill in booking details (e.g. address, payment details) on your traveler’s behalf. They must really do this themselves.

Once a booking has been made, the Booking Service Providers and the Travel Service Providers are responsible for the fulfillment and quality of any booked travel services (hotels, flights, etc). Any questions, issues or complaints relating to a booking should be directed to and handled by the relevant Booking Service Provider.

However, please note that you may be liable for bookings if you a) provide factually incorrect information to travelers during the booking process or b) provide additional services to a traveler that are not regulated by the General Terms and Conditions.

Administration and taxes

How do taxes work?

Taxes are specific to the country that you live and work in. We recommend that you talk with a local tax advisor for guidance on the possible tax implications of working as a TRVL agent.

Which taxes are included in the TRVL agent fee?

VAT is added on top of the TRVL agent fee according to the laws of an individual EU member state. Other transactional taxes are included in the TRVL agent fee. We recommend that you contact a local tax advisor to find out whether you are required to remit any taxes from the TRVL agent fee.

Why does TRVL send credit invoices to TRVL agents?

TRVL only sends you a credit invoice if you have indicated that you are a business. TRVL sending credit invoices out to the TRVL agents is a pragmatic solution to allow us to meet our administrative requirements. Asking all of the TRVL agents to send invoices to us would be complicated and expensive, and so we have decided to reverse the process. When you receive your credit invoice, the amounts stated should correspond to what you have seen on the TRVL dashboard. 

The TRVL credit invoice does not meet invoicing requirements in my country. What should I do?

We appreciate that if you have a registered business, our credit invoices may not meet the invoicing requirements that apply in your respective country. If this is the case, you can render your own invoice and file that for your own administration purposes. However, please do not send us a copy of that invoice as we will generate payments according to the TRVL credit invoices.

You are a traveler

Getting started

Do I need to sign up as a traveler?

At this moment, we only ask you to sign up when you check out your trip. This is so that we can track your bookings and make sure they are linked to you.

What is your policy on privacy?

You can read our privacy statement here.

Which currency does TRVL use?

We currently only support USD but are working very hard to add more currencies as soon as possible. You can of course check out in USD, but we fully appreciate that any conversion costs will then be at your expense. However, while we can’t give guarantees as to when your local currency might be added, we will strive to ensure that as many local currencies as possible will be supported.

My traveler account

How do I change the email address I use for TRVL?

You can change your email in your profile under “Personal information”.

I am having trouble logging in

You can reset your password here.

How do I change my screen name?

You can change your screen name in your profile under “Personal information”.

How do I log out?

Click or tap on your name in the top right hand corner. Select “Sign out”.

How do I reset my password?

You can reset your password here.

How do I change my profile picture?

You can change your profile picture in your profile under “Personal information”.

How do I change my personal details?

You can change your personal details in your profile under “Personal information”.

My account seems to be blocked and I can't login

Try resetting your password here. Otherwise, contact us at feedback@trvl.com.

I am having trouble receiving TRVL emails

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Step-by-step: Booking a trip

Step 1: Access your trip from the link shared by your agent

Your agent has curated your trip from the full range of inventory from our suppliers covering hotels, flights, activities and transportation. Your agent has access to everything they need to build you an amazing and memorable trip.

In your itinerary you will find all of your agent's suggestions which you can view and make selections from. You can also read notes from your agent about why they recommended the options they selected.

Step 2: Give your feedback and make your selections

You can view all of the information on each suggestion from your agent and make your selections. Any decisions you make will be reflected in your agent's itinerary in real time. If you have any questions you can chat with them in real time, or if your agent is offline, they will be notified of your message and will respond as soon as possible.

Step 3: Book it

Once you are satisfied with your trip and decide that you are ready to book, you can check out from your itinerary. You will pay TRVL’s suppliers directly and receive a booking confirmation from TRVL with all of your booking details.

Can I collaborate with my agent in real time?

TRVL also enables you to build your trip together with your agent in real time. You can communicate via chat and evaluate your agent’s suggestions. You can view and select your agent’s suggestions, and you can build the perfect trip together. When you’re ready to check out, you do so directly with our suppliers from your itinerary.

Payments

Can I use more than one payment method to pay for a booking?

Yes, you can, if you have selected two or more travel services for your itinerary. If you wish to use more than one payment method to pay for a booking, you can choose to check out for each service separately. But note that it is not possible to use more than one payment method to pay for a single travel service.  

Why do I have to pay and communicate to TRVL’s booking service providers directly?

TRVL operates as an affiliate for its booking service providers. This means that TRVL only sets you up with a booking service provider if you wish to book one of their services. From there on, our booking service providers take over. We do this because we want to focus on doing one thing really well, which is guiding you through the endless maze of travel services that are available online.

What payment methods can I use?

As TRVL does not itself handle payments, possible payment methods are restricted to those accepted by the booking service providers. The currently accepted payment methods are VISA, MasterCard, and American Express. We are constantly working with the booking service providers to make additional payment methods possible in the future.

Can I pay with any currency?

At this point you can only pay in USD, but we’re working hard on adding more currencies. Of course you can already make payments from anywhere in the world. Your credit card issuer will convert the USD amount into your own currency in your credit card statement.  

Who do I pay?

Your payments are made directly to the relevant booking service providers. You are only required to enter your payment details once. However, if your booking involves more than one booking service provider, payments to each of these will be shown separately on your credit card statement.

Payments are never collected by TRVL or a TRVL agent. We only work with the best booking service providers, so your payments will be completely safe.

When do I pay for a booking?

It depends on the type of travel service you wish to book and the specific offer. For example, for some hotels you need to pay beforehand (at the moment you make the booking) and for others you can pay when you check out. In your itinerary and on the checkout pages, we will show you when you need to pay which payment.

When will I be charged?

Travel services that require you to prepay the amount are charged immediately from your credit card when you check out. At this point, our suppliers do not offer payment in instalments, which means that you either pay the entire amount for a travel service upfront, when making your booking, or after you have consumed the service, at the location where you consumed the service.

Can I get a refund?

Refunds are a matter between you and our booking service providers. Since TRVL and the TRVL agent are not the ones selling you the travel services, we cannot do refunds. You simply contact the booking service provider on the contact details found in our Customer Service section. They will take care of the refunds and make sure you’ll receive your money back into your credit card account as quickly as possible.

Please be aware of the specific cancellation details and potential penalties of each booking. You can find the specific cancellation policies in the terms of service, which are provided to you in the checkout page, before you make your booking.

What is TRVL’s cancellation policy?

Since you do not book with TRVL, TRVL does not have a cancellation policy. Instead, the cancellation policy of the supplier of the booked travel service applies. You can find their cancellation policies in their terms of service, which are provided to you in the checkout page, before you make your booking.

How do I find my trip receipt or itinerary?

You will receive a booking confirmation / voucher for each booking and travel item on your indicated email address. If you cannot find this, please also check your spam box.

For hotel bookings, a self-service link is provided on the email confirmation allowing you as the traveler to look up the itinerary directly.

For all other types of bookings, please email or call the supplier directly on the contact details provided in our Customer Support section.

What are service fees?

These are fees that some hotels and other travel service providers may charge and which form part of the rate for that service.

What if a TRVL agent asks me for money?

You should never give a TRVL agent money or your payment details. As a traveler, you pay directly on the TRVL platform by putting in your credit card payment details for your travel items (flights, hotel etc.). The TRVL agent facilitates this process but does not get involved in the booking and payment step, and should therefore not ask for any of your payment details nor ask money for anything else.

TRVL does not, like some travel agencies, charge booking or service fees, to make sure you as the traveler pay the same price for hotels that the price you will find on Expedia or Hotels.com. Nice, isn't it?!

How do I remove credit card information from my TRVL account?

TRVL does not store your credit card details.

Why is my credit card being declined?

This can be due to a number of factors, which we are, unfortunately, unable to see. If your credit card is declined, we recommend contacting the supplier of your credit card to see why it was declined.

Are my payments safe?

Yes, all our suppliers need to meet the strict PCI security standards as prescribed by large credit card issuers.

Do I have to pay for using TRVL’s platform?

No, you do not have to pay anything to use the TRVL platform or the TRVL agent's services.

Does TRVL or the TRVL agent store my credit card details?

No, neither TRVL nor the TRVL agent store your credit card details.

Where can I find out about possible tourist taxes?

The Booking Service Providers and the Travel Service Providers are responsible for informing you about any potential tourist taxes. On many occasions, the Booking Service Providers include any applicable tourist taxes in the rate that you see advertised on the TRVL platform. However, sometimes you are required to pay tourist taxes separately – for instance when you check out from the hotel.

Which currency does TRVL use?

We currently only support USD but are working very hard to add more currencies as soon as possible. You can of course check out in USD, but we fully appreciate that any conversion costs will then be at your expense. However, while we can’t give guarantees as to when your local currency might be added, we will strive to ensure that as many local currencies as possible will be supported.

Legal

What is the relationship between TRVL and a TRVL agent?

The TRVL agent operates independently of TRVL and is not in any way an employee, franchisee, agent or representative of TRVL. A TRVL agent uses the TRVL platform, but that is where the relationship ends.

What is a booking service provider?

The booking service providers are the online travel agencies that work in partnership with TRVL. Examples of booking service providers include Hotels.com and Viator. Bookings made via the TRVL platform are placed directly with the booking service providers.

What is a travel service provider?

The travel service providers are parties providing the specific products and services used by a traveler during their trip and that are represented by the booking service providers. Examples of travel service providers include specific hotels, airlines and car rental companies.

Who is responsible for the fulfillment of my trip?

The aim of TRVL and the TRVL agent is to help you find and select the best travel services (hotel, flights, activities, etc). Once a booking has been made, the booking service providers and the travel service providers are responsible for the fulfillment of any booked travel services. Any questions, issues or complaints relating to a booking should be directed to the relevant booking service provider.

What is the relationship between a TRVL agent and a traveler?

A TRVL agent helps travelers to create  itineraries by curating a selection of bookable travel services for them – but it is always the traveler who actually makes the booking. The TRVL agent is not allowed to do this on behalf of the traveler. This makes the relationship between a TRVL agent and a traveler fundamentally different from, for example, the relationship between a travel agent and its customer. A TRVL agent is not responsible for the actual booking a traveler makes, nor is he or she responsible for the fulfillment of the trips.

Do TRVL and/or the TRVL agent organize trips?

No. TRVL and the TRVL agent only help travelers to create their itineraries by curating a selection of bookable travel services for them. 

Is TRVL and/or the TRVL agent a travel agency?

No, neither are. TRVL and the TRVL agent solely focus on helping travelers creating their itineraries by curating a selection of bookable travel services for them. 

Booking a trip

What can a TRVL agent do for me?

A TRVL agent helps you to tailor-make your trip based on personal recommendations just for you. You will save lots of time and end up picking the best flights and staying in the best hotels.

How do I find a TRVL agent?

Do you have a travel-savvy friend or a relative who you trust? Ask him/her to sign up as a TRVL agent and become your personal travel shopper. If you can’t find a TRVL agent, please fill out this simple form and we’ll find one for you.

How do I make a booking?

Through one of our TRVL agents – a local expert who will help you select and book what best suits your needs. Or you can sign up as a TRVL agent yourself, and make a booking for yourself.

How do payment and confirmation work?

All payments for booked services are made directly to our suppliers. They will confirm your bookings and provide you with the tickets, vouchers, etc. via email.

Who am I going to receive emails from?

As a traveler you will receive emails from your TRVL agent, the TRVL team and, after you make your booking, a confirmation email from each relevant booking service provider.

What should I do if something goes wrong?

Who do I call for customer service?

If you need help with a specific booking that you have already made, you should contact the customer service department of the relevant booking service provider. You’ll find these details on your email confirmation, or on our Customer Support page.

For any general enquiries, or if you have a question about a booking that you would like to make, you should get in contact with your TRVL agent.

For what kind of issue should I contact my TRVL agent?

TRVL agents are local experts who help you to select and book trips that best suit your needs and interests. You as the traveler need to make the payment yourself on the TRVL platform, after which an email confirmation will be sent to the email address you entered at the time of booking. This email confirmation contains all the necessary information on any conditions relating to making changes to your booking and cancellation.

You can contact your TRVL agent on the TRVL platform by using the chat function.  

Can I change a booking as a traveler?

Yes, the email confirmation for each travel item, that you booked on TRVL with the help of a TRVL agent, contains the information on how to cancel or change your booking. For hotels bookings, the email confirmation points you to a self-service tool to look up your booking, and cancel it yourself.

You also find contact details of all of our suppliers in our Customer Support page.

Booking service provider information

Hotels

Who is providing the hotels?

TRVL works with Hotels.com (which is part of the Expedia group), giving access to over 250,000 hotels in 28,000 destinations. Hotels.com's global supply team manages the contracts with these hotels.

What are TRVL recommended hotels?

With the help of a host of travel experts, we’ve scoured the 500 cities within our network to deliver the hotels that best represent the neighborhood you or your traveler will be visiting. And what could feel more local than that? The hotels we hand-picked in your neighborhood of choice have made the cut for some very specific reasons, none of which have to do with commissions from the property. Maybe a particular hotel has collaborated with a local design studio, or their restaurant is a neighborhood favorite, or their common area acts as a meeting space for neighboring freelancers. Whatever the wow-factor, one thing’s for sure: they’re reflective not just of the city but of the neighborhood they inhabit.

Am I allowed to directly contact the hotel?

No. For any customer service requests (changes to bookings, cancellation etc.), travelers should contact hotels.com using the contact information stated on their booking confirmation, or in our Customer Support section.

What does the traveler need to do in case of an emergency or an urgent question, such as I cannot find the hotel or I'm running late?

The traveler will receive contact information on their confirmation email/voucher. In case of any urgent matters or emergencies the traveler can call Hotels.com on the customer care telephone numbers stated in the Customer Support section, which provides 24/7 service.

Flights

Who is the Flight service provider?

TRVL uses SkyScanner as its flight service provider. SkyScanner is one of the world’s leading online flight search engines, capable of comparing millions of flights from over 1,200 travel partners in a matter of seconds. This way, you can be sure of finding flights to anywhere in the world at the best available rates. As an aggregator, SkyScanner doesn't handle bookings or payments directly. Instead, travelers book and pay for their flights directly with their selected online travel company or airline via a link from the TRVL platform.

How do I search for flights?

Simply put in your city of departure and your destination of choice, as well as the desired dates. The system will then present you with the cheapest and fastest options. See also the next question & answer.

What is the cheapest or fastest option?

The “cheapest” is the lowest-cost flight available based on your search. “Fastest” is the shortest time between your departure and arrival.

Why do flight prices sometimes change when being redirected to airline websites?

Flight prices and availability change constantly, so Skyscanner make sure the data is updated regularly to reflect this. Skyscanner make every effort to ensure the information you see on Skyscanner is accurate and up to date, but very occasionally there can be reasons why the price is not represented accurately on the site.

Although Skyscanner enforces strict ‘price accuracy’ policies with all partners who provide travel data, Skyscanner cannot guarantee the reliability or accuracy of such content.

Skyscanner is not a travel agent and is not responsible for providing any travel options displayed via the Skyscanner Services and/or Skyscanner Platforms or for setting or controlling the prices being displayed. Any Third Party Travel Products which you find and/or book via the Skyscanner Services and/or Skyscanner Platforms are provided by independent travel agents, airlines, hotels, travel operators or other third parties (“Travel Providers”).

Can I contact the airline directly?

No. In the confirmation email, the traveler will receive the contact details for the relevant online travel agent (e.g. Expedia, Orbitz, Travelocity, eDreams, FlyFar, Travel2Be) or airline (according to what’s selected and booked via Skyscanner).

As a flight search engine, Skyscanner doesn’t handle bookings or payments directly. This means that TRVL agents won’t have access to a traveler’s booking information. In case of delays or a change to the flight, the traveler will be contacted directly via their email address and/or mobile number entered at the time of booking. As a TRVL agent, you will not receive a copy of this information, and so therefore cannot provide any customer service post-booking (other than to remind the traveler of this set-up).

 

Activities

Who is providing the activities?

Activities are provided by our partner Viator, the leading service provider for city tours, helicopter tours, day trips, show tickets, sightseeing day tours, etc.

What are TRVL recommended activities?

TRVL and Viator have together selected the most popular activities and attractions for each destination to help you as a TRVL agent to provide the best level of service to your traveler. You can also use the TRVL platform to search through the entire range of tours and activities provided by Viator worldwide.

Am I allowed to directly contact companies that provide activities?

No. For any customer service requests (such as changes to bookings or cancellation), travelers should contact Viator using the contact information stated on their booking confirmation, or in our Customer Support section.

What does the traveler need to do in case of an emergency or an urgent question, such as "I cannot find my tour guide" or "I'm running late for my activity"?

The traveler will receive contact information on their confirmation email/voucher. In case of any urgent matters or emergencies, the traveler can call Viator on the customer care telephone numbers stated in the Customer Support section, which provides 24/7 service.

Transportation

What kind of transportation can I choose from?

At the moment, transportation is provided by our partner Viator, and the options will differ per destination. Viator offers a variety of shared and private transfers within the economy as well as the luxury segment, ranging from a shared shuttle bus to a private limo or VIP helicopter. The transportation on offer mostly runs between airport and hotel, airport and cruiseport, airport and airport, or wherever you wish to go within a particular area. 

We’ll be adding more transportation options to TRVL over the next few months. 

Can I contact the transportation provider directly?

No, Viator will always handle the conversation with the transportation companies. Travelers should contact Viator in case of customer service questions related to their booking. The contact information will be on their booking confirmation, or in the Customer Support section.

Online security

How do I know if an email is really from TRVL?

TRVL's email domain is '@trvl.com'. If you receive an email on our behalf from another email domain name, please contact us at feedback@trvl.com.

What should I do if someone asks me to pay outside of the TRVL website?

Only for booking a flight, you may be redirected to our suppliers' website to check out. In any other cases, you should not be asked to pay outside TRVL’s website. Should someone request you to pay outside TRVL’s website, please refrain from doing so.

How can I keep my account secure?

Most important here is to keep your password safe. Don't leave in notes on your phone, computer or desk or any other place where people could easily see it. Rather than saving your passwords in a file, it is recommended to use tools that were specifically developed to save and protect your passwords.

How can I make my password strong?

First of all, it is recommended to use unique passwords for each of your important accounts. The key to a strong password is using a mix of letters, numbers, and symbols in your password and to not use any personal information or common words.

My account details changed but I didn’t update them. What should I do?

Please contact us as soon as possible via agentsupport@trvl.com. We will make it our highest priority to find out what happened here.