This article will explain the steps you can take when an agent informs you that they cannot see one or more of your products. The following steps can help you diagnose and solve this issue:
1. Check if the agent is connected to the right channel.
If you have more than one channel, you should check that the agent is connected to the right one.
To verify this, go to the Partners -> Marketplace Agents, search for the agent.
Click on the connect icon in the column Actions, and you will be shown which channel(s) the agent is connected to.
2. Check if the tour is correctly set up on the channel the agent is connected to.
If you go to Homepage -> Partners -> Data quality in the correct Channel on your account, click on the number of Products are live and you can check the list of tours distributed in that channel.
If the tour you are looking for is not in that list, you might want to check in the Products that can be improved (still visible for agents) and Products must be fixed sections. In case the tour is listed in the latter, you will have to complete some information to enable distribution from that channel again. Missing information will be shown with a red cross.
If you notice that a tour has a red dot next to it's ID number in Products -> Overview, it means it is not currently available in any channel due to missing information or wrong configuration (wrong URL, for example). By clicking on the red dot, you will be forwarded to the tour’s incomplete data section.
Once all the information has been filled, and the tour is again in the Fully set up tours or Can be made better section, the product will be available for the Agent.
3. What if the tour is not showing in any of the three columns?
Then you should check the configuration of your product filters, as the tour might be assigned to other channels or no channel at all.
4. Set up in the Agent’s account.
There is a setting in the agent’s account that allows them to be shown only tours with higher quality tour descriptions & images, instead of all tours available.
If this setting is activated it may not be possible for them to see one or more of your tours. This can be checked in the Agent’s account > API> Settings.
NOTE: If the agent retrieves the availability via API, the permission level should be set to “Trusted travel agent”. You can check/change this permission in Travel agent manager > Set up > Finance, marketing & tracking setup. The permission level does not influence the visibility but it does affect the ability to book.
If issues persist after following all these steps, please write an email to firstname.lastname@example.org (please add the OTA/Agent on CC) and we will be happy to help you.