Partner Portal Onboarding — SOP

Who this is for: Sales & Marketing, Sales Managers, Accounts, Ticketing Supervisors. What it covers: taking a B2B travel agency from first contact to booking live on the AddisFly Partner Portal — and how their access is reviewed and ended.

Golden rule: a partner never goes live half-configured. The system now blocks it — this SOP tells you how to complete it properly.

The stages at a glance

Stage	What happens	Who does it
0. Qualify	Collect documents + agree commercial terms	Sales & Marketing
1. Prepare	Create the Partner Account (Pending Approval)	Sales & Marketing
2. Approve	Access level, PCC, credit limit, dates	Sales Manager (+ Accounts)
3. Go live	Grant portal login + supervised first booking	Sales Manager
4. Operate	Partner manages their own staff; credit runs automatically	Partner / Accounts
5. Review & offboard	Quarterly review; end-date revokes access	Sales Manager + Accounts

Stage 0 — Qualify (before anything is created)

Do not create a Partner Account until you have:

[ ] Trade licence number
[ ] IATA number (if they are IATA-accredited — not all partners are)
[ ] Signed partnership agreement
[ ] Agreed credit terms (limit, payment terms, credit period)
[ ] A named contact person + email — this becomes their portal login

Giving portal access means giving a company the ability to hold live airline inventory against your PCC. Treat it like opening a credit account, because that is what it is.

Stage 1 — Prepare the account (Sales & Marketing)

Go to Partner Account → New.
Fill in:
- Partner Name — the agency's legal name
- Contact Person / Contact Email / Contact Phone — the email is their login, so get it right
- Trade Licence Number, IATA Number
- Partnership Start Date (and End Date if the agreement is term-limited)
Leave Status = Pending Approval. Do not set it Active yourself.
Save, then tell the Sales Manager it is ready for approval.

The Customer record is created and linked automatically — you do not need to make one.

Stage 2 — Approve (Sales Manager, with Accounts)

The Sales Manager reviews the account and sets:

Portal Access Level — see the table below. Default and recommended: Booking + Cancel.
PCC — the Travelport PCC the partner books under. If they do not have their own, use the agency default (593Y). Never leave this blank — if it is blank their booking volume does not attribute to them.
Credit Limit, Payment Terms, Credit Period — set with Accounts.
Auto-suspend on zero credit — leave enabled.

Credit approval: limits above [THRESHOLD — to be set by the owner] require the owner's sign-off before the account goes Active.

Portal access levels

Level	Partner can	Use when
Booking Only	Search + create held bookings	Very new / unproven partner
Booking + Cancel ✅ default	Search, book, cancel their own holds	Almost every partner
Self-Service (Funded)	Book, cancel and issue tickets	Only a funded, trusted partner — issuing commits money

AddisFly issues the tickets. Partners at Booking + Cancel create a hold; our ticketing team issues it. This is deliberate — do not raise a partner to Self-Service without the owner's approval.

Stage 3 — Go live (Sales Manager)

Set Status = Active.
- If anything is missing, the system will stop you and list exactly what: PCC, Customer, Portal Access Level, Credit Limit, Login Email. Complete them and save again.
Click Create Portal Login on the Partner Account.
- This creates a portal-only (Website User) login and emails the partner a password-reset link. It never creates a staff/desk user.
Supervised first booking — get the partner on a call or screen-share and have them do one real booking end-to-end:
- Search → select → passenger details → Confirm → a PNR appears
- Then cancel that booking together
- This is their training and your verification, on real fares, at no cost (a cancelled hold costs nothing).

Partner is now live.

Stage 4 — Operate

The partner adds their own staff. Their admin user uses Agents in the portal to invite colleagues and set each one's role. You do not create these logins.
Credit runs itself — they get alerts as they approach their limit, and the account auto-suspends at zero credit.
Their bookings appear in our Pending Ticketing queue for our team to issue.

Stage 5 — Review & offboard

Quarterly: review active partners. Disable logins for anyone dormant or no longer trading with us.
When a partnership ends: set the Partnership End Date, set Status to Inactive/Suspended, disable the portal logins, and settle any outstanding wallet balance with Accounts.

Access must never simply be left running after a relationship ends.

Who is allowed to do what

Action	Allowed roles
Create / edit a Partner Account	Sales User (S&M), Booking Admin, System Manager
Grant portal access (Create Portal Login)	Sales Manager, Booking Admin, Accounts Manager, Access Approver, System Manager
Set PCC / ticketing config	Booking Admin, Ticketing Supervisor
Set credit limit / terms	Accounts Manager
Raise a partner to Self-Service (issuing)	Owner approval required

Maker–checker: Sales & Marketing prepares the account; a Sales Manager approves it and grants access. HR does not grant partner access.

Troubleshooting

Symptom	What it means / what to do
"You are not permitted to access this resource" when granting a login	Your role cannot provision logins. Ask a Sales Manager.
"Partner cannot go live — missing: …"	The account is incomplete. Fill the listed fields, then set Active.
Partner says booking spins and fails	Ask them to hard-refresh (Ctrl+Shift+R / reopen the portal) and retry. If it persists, raise an Issue with a screenshot.
Partner sees "Needs Attention — Contact AddisFly" with a PNR	The reservation exists at the GDS but did not save our side. Send us that PNR — do not let them rebook.
Partner cannot issue a ticket	Correct and by design — AddisFly issues. Only Self-Service (Funded) partners can issue.
Partner's bookings not showing under their name	Their PCC is blank on the Partner Account. Set it.

Go-live checklist (print this)

[ ] Trade licence + IATA number recorded
[ ] Signed agreement on file
[ ] Customer linked (automatic)
[ ] PCC set
[ ] Portal Access Level set (Booking + Cancel unless approved otherwise)
[ ] Credit limit, payment terms, credit period set (owner sign-off if above threshold)
[ ] Partnership start date (and end date if applicable)
[ ] Login email correct
[ ] Status = Active
[ ] Portal login created + reset email received
[ ] Supervised first booking completed and cancelled

AddisFly - Partner Portal Onboarding — SOP