How Can We Help?
What happened to CCRATravel.com?
You’re looking at it! TripSet is the culmination of several years of work to evolve CCRA’s award-winning hotel booking platform to the next level. If you have bookings made in the old version, you can still access it until those bookings are traveled. Just log in at CCRATravel.com as normal.
Who can register for TripSet?
Any travel agency owner or individual agent can sign up on TripSet.com. All that is required is your travel agency ID (TRUE, ARC, IATA, CLIA). If you are not the owner of the travel agency ID, your agency owner or host will have to approve you.
Do you carry all of the different hotel chains?
Yes, CCRA offers you access to all hotel inventories that are currently bookable via the GDS and other online distribution systems.
Will I find the lowest possible rate on TripSet?
The majority of the time CCRA rates will have the lowest rate availability due to our multiple inventory rate types. CCRA aggregates hotel inventories from the Web and GDS providers, giving you access to the widest selection of inventories available in one place.
Whose IATA number is in the reservation record?
The CCRA IATA is used for all bookings made through TripSet.
Room Rates and Payment Types
Which rate type should I choose?
By qualifying your clients’ needs, you will be able to determine the rate required, payment type, and room type. CCRA provides you with the widest array of hotel inventories along with the ability to make the most money and the best decision for you and your client.
Does Marriott provide a CCRA Negotiated Travel Agent Rate?
Marriott offers the lowest available rate to CCRA, without requiring a travel agent to search by rate code. All Marriott hotels are in partnership with CCRA and provide the CCRA rate guarantees.
Guarantees, deposits, or pre-payments are payments that may be required to reserve a hotel booking in advance of the hotel stay.
A charge is not made to the credit card. Rather, the card number is held against a cancellation that violates the hotel’s cancellation policy.
A charge is made to the credit card (typically one night’s stay). If the booking is canceled, the deposit is forfeited to the supplier.
Requires payment at the time of booking for part or all of the hotel stay at the time of booking.
If the booking is canceled, the amount or availability of a refund varies according to the rules associated with the specified booking code (RatePlanType).
Please note that all hotels require a credit card on file for either pre-payment or to guarantee/secure the reservation.
Searching, Pricing, and Working With Your Clients
How do I view hotel room details?
Select the property from the search results page and you will see the hotel description and images. Click on the Details button to advance to room availability, expanded details, additional images, and the map view.
Am I able to modify a booking? (dates, bedding)
Presently, hotel bookings cannot be modified in TripSet. CCRA bookings must be cancelled and the reservation must be re-booked. Please contact CCRA customer service for assistance with booking modifications. Some pre-paid bookings have penalties associated with any changes or cancellations, but these can usually be avoided as long as the cancellation is made outside of the hotel’s cancellation policy window. Again, all hotels are different, so it’s best to check with the hotel prior to making the booking. Non-refundable rates do not allow any changes.
I need a property located near the airport. How can I find that?
You have two options available:
- Search by the Airport zip code, which will return all inventories within that zip code.
- Enter the word “Airport” in the advanced search space for Hotel name. All hotels with the word Airport in the name will be returned.
How do I know if breakfast is included?
Click on the room description for each room to read the individual rate policies. This information is dependent on the room type booked.
How do I know who to call if my client has customer care issues at the hotel?
Please call the help desk here at CCRA at +1 800-771-7327 or email us at firstname.lastname@example.org and we will do our best to help you rectify the situation.
Earning & Collecting Commissions
How long does it take to receive commission payments?
Commission payments vary depending on the type of inventory chosen; however, CCRA issues commission checks monthly as follows:
Commissions for TripSet bookings are confirmed directly from property inventory and are subject to individual hotel policy and are normally based on the completion date of the stay. Commission, if applicable, is paid by CCRA within 30 days of receipt of payment from the hotel, which is normally 30-45 days after guest checkout. See the Commissions Policy page for a full explanation.
How can I be sure that I will receive commission credit for my bookings?
Your login is tied to your agency’s TRUE/ARC/IATA/CLIA number. That number is directly tied to your agency’s CCRA I.D. number. The agency’s tax ID is required for US agencies only in their agency profile.
Is my commission always 100% guaranteed?
You must book a commissionable rate in order to receive commission. This is indicated in the policies of each room.
Will I receive my commission if the traveler cancels?
No, your commission will be forfeited if the traveler cancels or is a no-show.
What if my commission payment is past due?
The TripSet booking page is your best option for getting commission status information on your reservations. After checking the commission status of a consumed reservation on TripSet, check with your travel agency to make sure the agency profile information, such as tax ID, is up to date in the TripSet system. Commission payment can only be sent if the required tax ID data is on record. Should additional assistance be required, please email us at email@example.com. Be sure to include the booking information in your email.
Modifications and Cancellations
How do I cancel a booking that I previously made?
To cancel any reservation, click on the Tools menu in the top right of the website then select Bookings. All cancelled reservations will be noted with a Cancellation tag. Please note the cancellation policy to see if penalties apply to your booking.
How can I resend a reservation confirmation?
Easy! On the booking details page, you will see a button right under the page heading which says Resend Confirmation. This will immediately resend your confirmation to you.
How many rooms can I book at once? Can I book multiple rooms?
TripSet allows you to book up to 8 rooms in one transaction on certain hotels. CCRA inventories must be booked one room at a time. We have a group reservation tool for booking 9 rooms or more, located in the Tools menu.
How do I make a group booking for more than 8 rooms?
There is a group bookings tool under the Tools menu on TripSet. You will receive a response within 48 hours.
Who do I contact for group booking questions?
Once you receive your initial quote, you may respond to that quote to ask additional questions.
How do I receive commissions for group bookings?
Commissions are paid directly from the provider, not from CCRA/TripSet. Group bookings are also not reported through the TripSet reporting tool.
Whenever an error message is returned, please make note of the error message code or take a screen shot of the error message. This will enable us to assist you faster.
Taking a Screen Shot: (Alt + Print Screen on a PC, Shift + Command + 4 on a Mac)
“This transaction cannot be processed.”
The transaction was declined because of an error in the credit card data. Either the address provided did not match the address on file for this credit card, the credit card number is invalid, or the credit card verification number was incorrect. Please make the appropriate corrections and try your booking again. If this error persists, please select another card or contact firstname.lastname@example.org. Do not resubmit the same card data, as multiple invalid attempts may cause multiple authorizations on the credit card account.
“The organization suffix of your email address is invalid.”
This error message indicates that the email address provided is incorrect. Specifically, the organization. For example: email@example.com may have been mistakenly input as firstname.lastname@example.org. Please go to “My Account” and correct your email address, then click on “Update” at the bottom of the page. Once this is completed, please process your transaction again.
“A valid first and last name of one adult guest must be specified for each room you wish to reserve.”
If you are booking more than 1 room, a unique adult name must be supplied for each room. The same name may not be used to reserve more than 1 room – each room must be reserved with a different guest name.
Booking GDS Rates
What are GDS rates?
GDS rates are the traditional rates that hotels provide via the Global Distribution Systems (GDSs) such as Amadeus, Sabre, Galileo/Apollo, and Worldspan.
What rates are available via the GDS category?
Any rate that a hotel offers via Amadeus is available via the GDS category, including Promotional, Rack, and CCRA Negotiated Rates.
How quickly will I receive my commission for GDS bookings?
Hotels pay GDS commissions anywhere from one week to six months after guest departure. CCRA sends the commission to you within 30 days of receiving it from the hotel. Additionally, CCRA tracks the status of the commission on your behalf.
What commission amount should I expect for GDS reservations?
Typically, hotels pay 8% – 10% for GDS reservations. CCRA retains 2% of commissions for all TripSet bookings.
What is the guest payment policy for GDS reservations?
This is dependent on the hotel policy as to whether there is a guarantee or deposit required. If it is deposit required, one-night room and tax will be charged at least 24 hours prior to arrival. A guarantee means the guest will pay upon check out.
Are GDS reservations pre-paid?
Not typically. GDS reservations are paid by the guest upon check-out. There are rare occasions that a GDS reservation will be pre-paid. Please read payment requirements carefully.
Can I set the commission I want to earn for GDS reservations?
No, the hotel sets the commission policy and amount for a GDS reservation.
How will I track my commissions for GDS bookings?
All reservations made in TripSet are reported through the Bookings link located on the Tools menu of TripSet. Included is the status of each reservation and associated status of commission.
What is the commission collection process for GDS bookings?
See the Commissions page for a full explanation.
Booking Internet Discount Rates
Internet Discount or NET Rates are no longer offered by CCRA.
Where I can find my rental car reservation information?
- Login into https://www.tripset.com
- In the main navigation, click on the Cars tab and select View Car Bookings
- You’ll then be able to see your bookings, which can be sorted by Trip Name, Traveler, Trip ID, Travel Dates, or Status
How can I choose a drop-off location that is different from the pick-up location?
Be sure to select the tab that says “Drop Off at Different Location” during your initial search
Which rental car companies can I book in TripSet Cars?
We carry inventory from 8 different car rental companies:
How do I find the cancellation policies for a particular trip id?
- Log in to https://www.tripset.com
- In the main navigation, click on the Cars tab and select View Car Bookings
- You’ll then be able to see your bookings, which can be sorted by Trip Name, Traveler, Trip ID, Travel Dates, or Status
- Choose Trip ID
- Locate your reservation, then click Show Details
- Click View Details, where you will see the policy guiding that particular reservation
Is it possible to modify a car reservation?
No, it is not possible to modify an existing reservation. Please cancel the existing reservation and rebook with the travel changes
How can I get more information about a refund?
- Please contact customer service for assistance with a refund at 1-800-771-7327 or email us at email@example.com
- Note: Refunds usually take at least 24 hours
What are Pay at the Counter Fees, and how do I know what I am paying now vs. what my customer will pay at the counter?
- Pay at the Counter fees are one-way rental charges which are collected at the car rental counter from the customer. The one-way rental fees consist of additional fees and taxes associated with one-way rentals
- The charges are displayed at the time of booking on-screen to ensure that you are aware of all of the charge detail
- The Due Today is the amount which is charged at the time of booking
- he Pay at Counter amount is to be directly paid at the rental agency by your customer
What if I am unable to cancel a reservation in TripSet Cars?
Please contact TripSet customer service for assistance at 1-800-771-7327 or email us at firstname.lastname@example.org
Where can I find the commission amount for a particular reservation?
- Please log into TripSet and retrieve the reservation using Trip ID View Car Bookings in the Cars menu.
- Commission amount is available in the default view
Is there a driver age restriction/ minimum age requirement?
Minimum age requirements may vary and there may be a maximum age. Please call customer service for more information at 1-800-771-7327 or email us at email@example.com
What credit cards are accepted at the time of booking?
All major cards accepted: Visa, Master Card, American Express, Discover
Is it possible to re-send a confirmation or a cancellation email?
Please contact customer service for assistance by emailing us at firstname.lastname@example.org
General questions for an existing reservation can be found under the View Car Bookings menu.
The inquires include:
- Vehicle type
- Pick up address
- Pick up time
- Rental agency
Will there be a charge for mileage?
Nope! All inventory allows for unlimited mileage
Do we have post-paid or prepaid itineraries?
All the itineraries are prepaid. The cancellation policy is applicable 48 hours prior to pick up time and is the one-day rental amount. Full penalty is charged if cancelled after pickup time.
How do I request additional equipment like a car seat or toll pass?
Please contact customer service for assistance with special requests. They vary by car rental company. You can reach us at 1-800-771-7327 or email us at email@example.com
When Can I Expect to Receive My Commission:
Car commissions are paid to your agency once they are received from the supplier. Currently the supplier is sending commissions approximately 90 days after completion of the rental. Please allow approximately 90-120 days after completion for commissions to be paid to your agency.
How TripSet Air works
With TripSet.com’s new air booking platform, you’ll spend less time finding flights, make more money, and still be your clients’ hero for finding low fares! When looking for flights, the platform performs a search across every GDS, finding you more tickets below published prices, and allowing you to make bookings in real time with over 90+ partner airlines. With low net fares making up over 80% of our flight inventory, you can optionally set your own hidden markups and compare against our highly competitive wholesale commission rates to see which option earns you more money.
How many airlines are in TripSet Air?
TripSet Air offers 90+ partner airlines
Who do I call for 24/7 emergency customer assistance?
TripSet Air Support Center: 888.455.8747 (TRIP)
I don’t have access to a GDS, can I still use TripSet Air?
Yes, TripSet Air is available for agents not connected to the GDS.
Will I get segment credits for bookings made on TripSet?
No, you will not get segment credits for GDS bookings made through TripSet.
Do I need to know the airport code?
No, you can enter the city name and the booking engine will suggest a list if airport codes that match the city you entered.
How many people can I book in one reservation?
You can book for 9 people at one time. Anything more than 9 is considered a group. You can contact customer service for help booking groups
What are the different fare types?
Published: A published fare is an airfare that is available to all air vendors. This means you will be able to find this fare (if available) with any seller of travel, including the airline. Most of these published airfares are non-commissionable but you can view the routes/rates that offer commission on the commission grids available on TripSet air. Published fares are shown with the airplane icon on TripSet:
Private: A private fare is a net rate fare available to you at a discounted rate thru TripSet. These private fares can be marked up at checkout and offer you the ability to increase your profits while still providing a great rate for your customer. Private fares are shown with the little spy icon:
Tour/Package: Similar to private fares but required to be booked with an additional component (hotel or car) Tour/Package rates can be marked up at checkoit and offer you the ability to increase your profits while still providing a great rate for your customer. Tour/Package fares are shown with the suitcase icon on TripSet:
What is a Basic Economy fare?
Basic Economy is a value-fare option for customers who require less flexibility. When you book a Basic Economy fare, your customer will typically enjoy our lowest fare, but seats will be assigned after check-in and they will not be able to change or refund their ticket. Typically with an economy ticket, there is no “free” checked luggage included.
Can I send a quote without making a booking?
Yes, quotes can be sent from the rates results page by clicking the box next to the envelope icon list in the middle of the top of each fare box:
How do I select seat(s)?
Currently you cannot select seats prior to booking as many pre-paid rates do not allow for seat selection prior to check in. To request specific seating assignments once you complete the booking, retrieve the booking in the TripSet air reporting center. Click on Display Booking on the right side of the booking info. On the results page scroll halfway down the page. On the right-hand side of the page you will see the Supplier Action Center with an orange Message box that allows you to send a message to the support team. Please add your seating requests in the Message box and the customer support team will make all attempts to fulfill your request.
Where do I enter SUFFIX?
You can enter any Suffix (II,III, etc..) in the Last Name field
How do I add my customers Frequent Flyer #?
There is space for you to enter your customers frequent flyer # on the checkout page. Please note, when you book private and or package/tour rates most airlines do not provide frequent flier miles
How do I add TSA pre-check #?
Once you complete the booking, retrieve the booking in the TripSet air reporting. Click Display Booking and scroll down near the bottom of the page. You will see boxes that allow you to enter meal requests, TSA Pre-Check and Frequent Flyer numbers
How do I add special requests?
Once you complete the booking, retrieve the booking in the TripSet air reporting. Click Display Booking. Scoll halfway down the page. On the right hand side of the page you will see the Supplier Action Center with an orange Message box that allows you to send a message to the support team. Please add your special requests here.
Will my customers credit card be charged immediately?
Yes, your customers credit card will be charged at the time of booking
Will the charge show from CCRA?
The merchant on the credit card will show either: TRAVEL AGENCY or the airline directly
Will I get a confirmation of my booking?
A confirmation of the reservation will be sent to both your registered email and the email address you entered in the booking
How can I view my air bookings?
To view your air bookings from the home page of TripSet and click on the Air -> View Air Bookings. If you are already in the Air dashboard click on Booking – > Retrieve Booking from the left side navigation bar.
Can I cancel my booking?
If the booking you made is held without a credit card you can cancel the reservation directly on TripSet air. If the booking has already been ticketed then you must contact customer service to cancel the reservation. Cancellation penalties may apply. Please refer to the policies section of the booking for specific information.
When will I receive commission for my booking?
If the booking has a commission/markup or service fee, payments are issued on the Thursday of the week following the week the ticket was issued. If you have commission questions please contact firstname.lastname@example.org