🔗 Prerequisites
Features
What you get with this outcome
24/7 Self-Service That Delights Customers
Give your customers the autonomy they expect in 2024. From viewing bookings and making payments to downloading documents and updating profiles—a self-service portal reduces call center load while improving customer satisfaction. Based on Bunnik's customer portal requirements and Atlas's FIT guest experience needs.
Visual coming soon
Customer Portal Login
Customer Portal Login
Secure, branded login experience where customers create accounts, authenticate via email/password or SSO, and access their personalized dashboard. Supports both individual travelers and lead passengers managing group bookings.
- ✓Individual customer account creation
- ✓SSO integration (Microsoft Azure, Google)
- ✓Password reset and security controls
- ✓Lead passenger group booking access
Visual coming soon
Booking Management
Booking Management
Customers view all current and past bookings with full itinerary details, passenger information, and booking status. Supports viewing linked bookings, waitlist positions, and pending items requiring action.
- ✓Current and historical booking view
- ✓Full itinerary with day-by-day details
- ✓Waitlist position tracking
- ✓Pending action notifications
Visual coming soon
Online Payment Portal
Online Payment Portal
Accept deposits, progress payments, and final balances through a secure payment portal. Customers see payment schedules, outstanding amounts, and can pay by credit card or bank transfer. Supports split payments between passengers.
- ✓View payment schedule and amounts due
- ✓Pay deposits and balances online
- ✓Split payments between travelers
- ✓Payment confirmation receipts
Visual coming soon
Document Access
Document Access
Customers download their travel documents, invoices, itineraries, and vouchers directly from the portal. Documents regenerate automatically when booking changes occur, ensuring customers always have current versions.
- ✓Download invoices and receipts
- ✓Access travel documents and vouchers
- ✓Auto-regenerated docs on changes
- ✓Document history and versions
Visual coming soon
Profile & Preferences
Profile & Preferences
Customers update personal information, travel preferences, dietary requirements, and communication preferences. Information syncs to their passenger profile for future bookings.
- ✓Update contact information
- ✓Set travel preferences and requirements
- ✓Manage communication preferences
- ✓Sync to future bookings
Visual coming soon
MyBooking Dashboard
MyBooking Dashboard
Personalized dashboard showing upcoming trips, outstanding payments, required actions, and recent documents. Guests see their complete travel portfolio at a glance.
- ✓Unified booking view
- ✓Outstanding action alerts
- ✓Document quick access
- ✓Travel timeline
Visual coming soon
Passenger Information Forms
Passenger Information Forms
Collect required passenger information through branded forms. Passport details, dietary requirements, emergency contacts—all captured with validation and synced to bookings.
- ✓Branded data collection
- ✓Field validation
- ✓Sync to booking
- ✓Progress tracking
Visual coming soon
Amendment Requests
Amendment Requests
Guests submit amendment requests through the portal: room changes, passenger additions, date modifications. Requests route to agents for review with full context.
- ✓Self-service request submission
- ✓Request type selection
- ✓Status tracking
- ✓Agent notification
Visual coming soon
Payment Schedule Visibility
Payment Schedule Visibility
Clear display of payment schedule: amounts due, due dates, paid amounts, and balances. Guests know exactly what they owe and when. Supports multiple payment methods.
- ✓Clear schedule display
- ✓Due date visibility
- ✓Payment history
- ✓Balance calculation
User Journey
Step-by-step flow from start to finish
🗺️User Journey Flow
Follow the steps from start to finish
Implementation Plan
How to implement this outcome
📅 Project Overview
Configuration
2-3 weeks- • Portal branding setup
- • Authentication configuration
- • Payment gateway integration
- • Document template setup
Testing
1-2 weeks- • Security testing
- • User acceptance testing
- • Payment flow testing
Launch
1 week- • Soft launch to select customers
- • Full rollout
- • Support team training
Resources
Configs, tools, and documentation to help you
⚙️ Golden Configs
Basic Customer Portal
View-only portal for booking details, document downloads, and profile updates. No payment functionality—all payments through call center.
Full Self-Service Portal
Complete self-service with online payments, document access, profile management, and booking modifications for simple changes.
Overview
The Customer Self-Service Portal puts booking management in your customers’ hands. Reduce call center volume, improve customer satisfaction, and provide 24/7 access to booking information, payments, and documents.
Implementation Notes
Portal Architecture
The customer portal is typically implemented as:
- Salesforce Experience Cloud - Native Salesforce portal with Community licenses
- Custom Web App - React/Vue frontend using Kaptio APIs
- Hybrid - Salesforce authentication with custom booking UI
Security Considerations
- All customer data access must go through authenticated APIs
- Payment processing must be PCI DSS compliant
- Document URLs should be time-limited signed URLs
- Session timeout after inactivity (15-30 minutes)
Integration Points
- KT Core API - Booking data, passenger information
- KT eCommerce API - Search and availability (if allowing modifications)
- Payment Gateway - KT Pay or direct gateway integration
- Document Generation - On-demand document creation
Common Pitfalls
Avoid these implementation mistakes
Don't launch without thorough security review—customer data exposure risks are significant
Ensure payment portal is PCI compliant before accepting card payments
Test document generation for all booking types before go-live
Plan for customers forgetting passwords—support load increases initially