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FAQ
Before reporting any problems with the system please look through the below common issues and frequently asked questions:
PERSONAL PROFILE
A. If your Company/ Department allows it. You are free to edit your profile information as you please. If, for example, your phone number was incorrect, or you have changed to a different number, you can log in and change it any time. We advise users to check that all of their profile information is correct when they first log in, to avoid any additional issues that may arise as a result of that later down the line.
A. If your Company has restricted access to your profile, then you need to contact your Travel Arranger to update the profile. It is very important that you do this as soon as you have any changes to be made, as this information is passed over to Airlines and relevant Authorities.
A. The message in Red that you see at the top of the page is not an error. This is a permanent message and it will show at all times. Once you hit save, the information will be stored on your profile.
A. If you are assigned as a Travel Arranger you should be able to update the profile to those travellers assigned to you from the Administration of User Profiles /Edit User data.
A. At the top of the page on the right hand of the site click on Management/ Administration of User Profiles /Edit User data. Find the User by searching for First Name, Last Name, or Location, if applicable. Or if there are less than 200 users, you can leave it blank and click “Find” & a list with all of the travellers assigned to you will be displayed. Click Edit on the one you want to edit to be taken to the screen with all of the Profile Sections - Complete as normal.
A. No. If you are assigned as a Travel arranger, you must login as yourself. Use your own username and personal password. As a travel arranger you have access to update your traveller's profiles from your profile by clicking on the ‘Administration of User Profiles /Edit User data’
A. Please ensure that you are entering the correct information. To find a traveller, only one piece of information is required: First Name, Last Name, or Location if applicable. Or if there are less than 200 users, you can leave it blank and click “Find” & a list of all the travellers assigned to you will be displayed. If you cannot find the traveller that you are looking for, it possibly means that the traveller doesn’t have a profile on Cytric and will need to have one created. This can be done by a travel arranger or administrator.
A: Only users with administration rights can create new profiles on Cytric. These rights are determined by your Employers.
A. On the Cytric home page, go to Management/Administration of User Profiles, then click on Create New User, where you will be taken to the next page to select the Location and Division (if applicable). To create a new user you need to enter First Name, Last name and an email address. You can find more details in the Training Manual section on this website. (Only users with administration rights can create new profiles on Cytric)
A. You can change your name to match your passport by accessing your User Profile/ Personal Data. After updating the details just click on Save and it’s done. This change can only be made once every 24 hours for security reasons. Completing this action will not take you to another page, you must go back to the ‘My user profile’ menu by using the arrow at the top of the page. The message in Red that you see at the top of the page is not an error. This is a permanent message and it will show at all times, once you hit save, the information will be stored on your profile.
A. As a traveller arranger, you need to have a profile on Cytric, even if you are not travelling. You must have your details updated, in case a consultant needs to get in contact with you. When you access Cytric, you must use your personal login and password which will bring you to your own profile, and from there you can manage a traveller’s profile by following the steps on the user guide that was sent to you by email, and is also up on this website.
LOGGING OUT
A: As a security measure, the system will automatically log out users who have been inactive for a certain amount of time (15 minutes). The error message is simply a notification from the system that it has done this. We recommend users manually log out, using the drop-down box in the top right corner, if they are going to be away from the system for prolonged periods of time.
BOOKING PAGES
A: If there is any information in the traveller’s profile that is required by the system to make a booking, the system will not allow you to proceed. Please carefully read the error message and then check that the information in the profile that correlates to the error message is all up-to-date and correct. These error messages could be anything from the country code within the phone number to problems with frequent traveller numbers.
A: The system searches for flights based on factors that you decide, such as pricing or time. There are a number of options that you can change on the left side of the flight booking page that will change what flights or airlines show up. However, if searching by schedule, the system will only a certain amount of flights on either side of the time that you have selected. This means that you may have to change the departure time to something that better suits you, to get a more accurate view of what flights are available to you.
A: The system does not allow for you to book flights for more than one traveller. Please check that when you are trying to make a booking that you only have one traveller selected. You will be able to see this below the 'selected travellers' line on the main Cytric page.
A: We recommend that before making any booking that you check that you have the correct passenger selected. The system will show you who you are making a booking for on the main page, at the top, and also on every other page throughout the booking process.
A: In order to ensure that a car is hired properly, you must be sure to enter both pickup and drop-off locations to be able to go through with the booking. For example, if you plan to pick up your car from the Airport and leave it back there upon your return, this information must be entered into the system to ensure that the booking goes through.
A. Please carefully read the error message as it could contain the answer you're looking for. It could be that the office is closed at the time you want to collect the car, or that the car you asked for is not available for hire.
Please read the message to establish what the issue is.
A. Once you have selected your required hotel by clicking on the name of the hotel, you will be shown further information about the hotel including photographs, facilities, description and the rates available. Click on the down arrow in each option to see the cancelation policy, meal info, room description etc.
A. On the Display of Hotel results in the right hand of each hotel you will be given the TripAdvisor logo with Traveller rating that you can click on the link to be taken to the TripAdvisor website for more details.
A. When searching for hotel you can see on the list of hotels results the CORP symbol in green under the Hotel picture on the left. Click on the selected hotel to see more details.
A. On the page of flight results select your preferred flight and click on continue you will be taken to a page with more details about cancelation, included Luggage and all different types of fare available to the selected flight.
A. Seat booking ability varies depending on the airlines and Fare types.
Low Cost Airlines, e.g Like Ryanair/ Aer Lingus.
You must check in online with Low Cost Airlines before you fly, and seat reservations can be made at this time.
They are usually chargeable and vary depending on airline and route.
Or, you can send a request to your travel consultant and they can book seats for you as an ancillary service.
If you wish to avail of free seats, these are usually randomly allocated and only available if you leave check in until a few days before travel.
If it is a requirement to have a guaranteed specific seat number when travelling, we recommend you book via your dedicated consultant.
Seating is not guaranteed by the airline and always subject to availability
Scheduled Airlines, e.g KLM /Lufthansa
Many airlines are adopting the ‘Low Cost’ approach and ‘un-bundling’ their fares and charging extra for seats if you wish to book in advance.
For example, if we are flying with Etihad to Asia, and choose the lowest fare available, you can be charged up to €113 for a seat!
Note that in addition, airlines have their own rules regarding seats and check in, for example, with British Airways you can only book seats within 24 hours of Travel.
Seat maps are offered during the booking process and If the airline allows pre-booking of seats, you will be given a map of the seats and the costs of same.
Seating is not guaranteed by the airline and always subject to availability
A. The Advanced tab allows you to search Open jaw requests. For example, a search for DUB – LONDON / PARIS to DUBLIN can be made here.
A. Simply click the button, with the little green plus, in the upper left side of the page to expand the results.
A. Yes, this is possible, However, please note that:
1. You will get 2 Confirmations from the airline, one for Outbound and one for Inbound, so please ensure you have them both when travelling.
2. This means then that you will need to 2 sets of Check in, one for each airline.
3. If one of the journeys originates in a Non Euro (for Euro Accounts) and / or Non GBP ( for GBP Accounts ), then Rates of Exchange will be applied to the Invoices to cover currency fluctuation.
A. Sometimes like many other online systems, cached data can be stored by your internet browser, so If you have the same recurring issue, we recommend that you clear the history and cookies of your browser.
Changes and Cancellations
A. The option to remove the booking can be done in some cases, however there are different types of products that can be booked through the system. Some of these can be cancelled directly from Cytric, and others cannot. If a booking needs to be cancelled or changed, it is always safer to do this through the consultant. Please DO NOT USE CYTRIC to do this.
Travel Arranger Dash Board
A. There are two different types of bookings Low-Cost (web bookings) and the GDS bookings.LOW COST – If a low-cost booking is cancelled or Amended, this is not reflected in Cytric –Cytric will still hold the original booking confirmation in the Dashboard. The only way to remove this is to a use the remove button on the confirmation page, please ONLY do this if you have the booking cancelled from the dedicated consultant and you are sure that the booking is cancelled.GDS - If a GDS booking is cancelled or Amended, this will be reflected in Cytric – Although an action is required. Once the booking details are clicked on in Cytric, this instigates the communication between Cytric and Amadeus and the booking will be updated on the Dash Board The system also sends an email with the new booking confirmation with the new dates/ details.
A. There are two different types of bookings Low-Cost (web bookings) and the GDS bookings.LOW COST – If a low-cost booking is cancelled or Amended, this is not reflected in Cytric –Cytric will still hold the original booking confirmation in the Dashboard. The only way to remove this is to a use the remove button on the confirmation page, please ONLY do this if you have the booking cancelled from the dedicated consultant and you are sure that the booking is cancelled.GDS - If a GDS booking is cancelled or Amended, this will be reflected in Cytric – Although an action is required. Once the booking details are clicked on in Cytric, this instigates the communication between Cytric and Amadeus and the booking will be updated on the Dash Board The system also sends an email with the new booking confirmation with the new dates/ details.
If you can not find the answer to your query, please click here.
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