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Clients that are family

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12 comments

  • Official comment
    Alan Pugh

    Hi Rosalie!

    Each client, including children and parents, will have their own profile. You can learn more about this decision here.

    Just a quick reminder: This forum is for agents to share questions and ideas with each other. If you're looking for support, be sure to click the blue Support button and ask the team directly!

  • Robin Brown

    What is the best practice to get all of these forms? Are they able to use the same linked form in the email to populate a new traveler form or do I have to keep resending them links?

     

    Is it not possible to have one form where a traveler can select "add family members" where the forms populate from the initial form to create unique traveler profiles that are linked in one trip? 

    2
  • Monica Martin

    Hi,

     

    I have the same question as Robin above.  I have a family of 5 I'm working with.  Do I need to send 5 different Client Profile Forms for the mother to complete for each family member?

     

    Thanks

    1
  • Rae Augenstein

    Hello. Same question. Is there a way when sending the Profile Update Form to a primary traveler that either 

    • all travelers on the itinerary are automatically included, OR 
    • there is some way to select travelers you want included on this Profile Update.

    Obvs some travelers are children without their own email address but I still need their DOB etc. 

    Thank you. 

    0
  • Alan Pugh

    Hi Monica and Rae!

    When you send the form just once, the client will be able to fill it out multiple times -- once per family member --by clicking the "Add Traveler" button as seen in this guide.

    The form will not need to be sent multiple times to make this happen, as the client will be able to click "Add Traveler" and then add each traveler's information as a new submission so that each traveler's info filters into their own profile.

    Just a quick reminder: This forum is for agents to share questions and ideas with each other. If you're looking for support, be sure to click the blue Support button and ask the team directly!

    0
  • Rae Augenstein

    Thanks for the reply. 

    If they click +New Traveler will it create a new traveler profile, possibly duplicating someone already in the system? Or is there some way it name-checks against who is related (by trip) to the primary traveler? 

    0
  • Alan Pugh

    Great question Rae!

    If the first and last name and email address all match, it will update the existing client.

    Otherwise, it will create a duplicate, but you can merge clients manually when this happens, as seen here: https://help.traveljoy.com/hc/en-us/articles/360016088832-Merge-client-profiles 

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  • Rae Augenstein

    Thank you. Very helpful. 

    0
  • Judy Franklin

    As Alan says, if the first/last and email match, it will update an existing client. Unfortunately I have 2 sets of clients where the dad and son have the same first and last name (different middle) and since the mom is the primary client, I'm using her email for all of them. The information showed up correctly in the emails I got for for the profile for each person, but when I went into TJ the son's info had overwritten the dad's, even though the middle names differed. 

    Alan, is there any way to make it a first/middle/last match, or for Jrs and IIIs, somehow tag those as a non-match? Or force some other required element (date of birth comes to mind) in order to make the match? I had a lot of cleanup to do on both those families once I figured out what had happened.

    thanks!

     

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  • Rae Augenstein

    I feel your pain, Judy. I have clients who father/son have the exact name and no Jr. The birth date is the only thing that differentiates them in my system. They even have to physically check in at the airport because it looks like they are buying 2 tickets for one person. (File under "seemed like a good idea at the time.") 

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  • Judy Franklin

    Ugh. My husband is a III, and when his dad was alive III's credit info was getting loaded into Jr's credit report and vice versa. It's not just TJ that gets screwed up! Yeah, not a good idea. 

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  • Alan Pugh

    As you can see with the credit reporting and airport cases above, there are some solutions that seem to be easy, but plugging those solutions into computer code can reveal unexpected issues. It is something that we're aware of, and something we'll keep looking to improve, so your experiences here are very helpful. Thanks for sharing!

    0

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