How to manage travel agents, access, and responsibilities

Create a separate agent profile

Record each agent as a distinct entity, not just a name in a free-text field. Set their active status, work contact details, internal contact person, and agreed working rules. Avoid storing personal information that is not needed for the operational relationship.

Grant only the access they need

Agents should only be able to see the functions and data they need. Keep agent access separate from administrator, finance, and operations access. When the working relationship ends, deactivate access without deleting booking and commission history needed for an audit. Review access regularly.

Link bookings to agents

Assign the agent to a booking from the outset so the source of the transaction can be traced. Any change to the assigned agent after the transaction is underway should have a reason and a change history. Do not rely on conversations as the only evidence of who handled a sale.

Keep commission rules separate

Document when a commission is earned, how it is calculated, and the conditions under which it is cancelled. Show enough detail for agents and internal teams to check the result without exposing other customers’ data. The system can help calculate and record commissions, but the operator remains responsible for approving commercial rules.