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Frequently Asked Questions

Find answers to the most common questions about using Vaylo. Questions are grouped by topic — use the menu on the right to jump to a section.

⚙️ System Settings​

How do I change the date format?​

Navigate to: System Administration → Administration → Basic Information → Operational Settings

  1. Scroll down to the Default date format field
  2. Select Numeric date (e.g. 15/01/2025) for a European-style format, or Short Date (e.g. 22 Aug) to display the month as text
  3. Click Save

Once saved, the new format applies across the Customer Portal and the booking widget.

⚠️ Note: Email confirmations may not immediately reflect the new date format. If you notice the old format in emails, contact support.

How do I change the language in the Customer Portal?​

Navigate to: System Administration → Administration → Basic Information → Language & Currency

  1. Set the Default Language field to your preferred language (e.g. Norwegian – NO)
  2. Click Save

Customers can also switch language manually using the language selector in the top menu of the Customer Portal.

⚠️ Note: Some text labels in the portal are updated continuously. If you notice incorrect or outdated wording, contact support.

Why do some dates show in the wrong language?​

The date format itself is set under System Administration → Administration → Basic Information → Operational Settings. If individual dates still appear in the wrong language (for example Swedish or English month names in a Norwegian quote), this is usually a setting that needs adjusting on our side. Contact support with an example and we will correct it.

How do I add a new currency?​

A new currency first needs to be created and synced centrally by Vaylo. Once that is done:

  1. Activate the currency in your company admin
  2. Set the conversion (exchange) rate

You can then start using it. Contact support if a currency you need is not available.

Can I add my own options under the "Type" field?​

No. The Type field is used mainly for statistics and is shared across all customers, so you cannot add your own options there. To categorize your own services, use your Products, which are fully your own.

✉️ Email & Notifications​

What is the difference between "Save" and "Save and send"?​

This gives you control over when information is sent to the customer.

  • Save only – saves your changes without sending any email to the customer
  • Save and send – saves and sends the related email (e.g. a booking confirmation)

Use Save only when you want to work in a booking without the customer receiving anything.

How do notifications work for FIT bookings?​

  1. When you create a FIT booking it becomes a quote
  2. The quote is not emailed automatically — to send it, choose Email quote
  3. When you confirm the quote, the booking confirmation is sent automatically (provided that email is enabled)

Where do change and admin emails go when a booking is edited?​

Admin and change emails go to the salesperson who made the booking, not to the customer. If you are the booker yourself, you will receive the email because your address is set as the booker.

Can I choose an email template when sending a quote?​

Currently the template is tied to the Email quote button, so you cannot yet pick a template under the Email tab. The ability to choose a template there as well is planned.

How do I turn off the cancellation email?​

Cancellation emails are controlled under the email settings → email events. Disable the relevant event if the customer should not receive an email when a booking is cancelled.

⚠️ Note: A cancellation email is sent automatically when you cancel a booking, if the event is enabled. Turn it off before cancelling if the customer should not be notified.

💳 Payments​

Does the customer receive a payment confirmation email?​

No. Vaylo does not automatically send a payment confirmation email to customers when a payment is received.

As an admin, you can view all payments by:

  • Going to the relevant booking in the Admin Portal
  • Opening the Transaction list

⚠️ Note: If you want customers to receive payment confirmation automatically, contact support to discuss options.

How often is the outstanding payments report sent?​

Vaylo can send automated reports listing all bookings with unpaid or partially paid amounts, including due dates and remaining balances.

Can I set the deposit per passenger instead of per tour?​

Yes. On a tour, the deposit can be set per passenger. There are three fee types: Percent, Fixed, and Fixed per passenger.

Why can't I choose a deposit type on a FIT booking?​

On FIT bookings you currently need to enter the deposit manually. The same options (percent, fixed, fixed per passenger) as on tours are planned for FIT.

📄 Travel Documents & PDFs​

Why does the same text appear twice in the booking PDF?​

This happens when a travel document has been saved as both General Information and Trip-specific Information.

How documents work:

  • General Information – Added automatically to all trips. Do not attach this manually to individual trips.
  • Trip-specific Information – Only shown on trips where it has been explicitly added.

How to fix it:

  1. Navigate to the relevant travel document in the Admin Portal
  2. Check the document type
  3. Change the type from General Information to Trip-specific Information
  4. Save the change

The text will now only appear once in the PDF.

Can the PDF show page numbers, the logo on every page, and a footer on every page?​

These layout features are currently on the product roadmap:

  • Page numbers (e.g. 1/7, 2/7) – not yet available
  • Logo on all pages – not yet available
  • Footer on all pages – currently only appears on the last page

These improvements are planned for a future release.

How do I edit fixed texts in the booking confirmation?​

Fixed texts are edited under System Administration → Translation Fields. Select the language and edit the text. Some texts have been moved here as a first step toward letting you control more sections of the booking confirmation yourself.

🛏️ Rooms & Accommodation​

How do I assign rooms to passengers on a tour?​

Open the tour and go to Export → Rooms. Select a room for each passenger. To remove a room from a person, click it in the list and then the cross (X).

I can't change the standard room on a tour. What do I do?​

The standard room cannot be changed or removed while the tour has active bookings. To change it:

  1. Remove the booking from the tour
  2. Change or remove the standard room
  3. Add the booking back to the tour

⚠️ Note: Cancelling a booking triggers a cancellation email if that event is enabled. Turn it off first if the customer should not be notified, and choose Save only when re-adding the booking if no new confirmation should be sent.

👥 Passengers & Bookings​

Can customers be redirected to our website after completing a booking?​

Yes. The booking widget can be configured to redirect customers to a custom page on your website (e.g. a "Booking received" page) after a successful booking.

To set this up:

  1. Create the destination page on your website (e.g. /booking-received)
  2. Go to System Administration → Configurations → Widget Configuration
  3. Add the URL in the Booking success redirect URL field

Can I remove a passenger from a departed tour?​

No. Departed bookings cannot be edited, so a passenger cannot be removed after departure. If it still needs doing, support can remove the passenger manually — contact us with the booking reference.

🌐 Customer Portal​

How does a customer reset their password?​

  1. Go to the Customer Portal login page
  2. Click Forgot password
  3. Enter the registered email address
  4. Click Send — a reset link will be sent by email
  5. Follow the link to set a new password

Troubleshooting:

  • Check spam/junk folder if the email doesn't arrive
  • Make sure the correct email address (the one used when booking) is entered
  • Contact support if the problem continues

A customer can't find their booking under "My pages". What do I do?​

  1. Make sure they are logging in with the correct email address, especially if it was recently changed on the customer card
  2. Ask them to clear their browser cache and log in again
  3. As an admin you can shadow the customer to see what they see and confirm the booking is there

🎁 Gift Cards​

How do I handle gift cards?​

See the dedicated guide: Gift cards.

Can I sell gift cards on our website?​

Yes, but public gift card sales are handled via API. Vaylo provides the APIs and you implement them on your own website. A gift card widget for selling on the web is coming.

✈️ Flights & Amadeus​

Why is there an Amadeus cost per user?​

Amadeus is a recurring cost for Vaylo — both for access and per API call made to Amadeus. This is why a per-user cost applies to those using the flight connection.

How do bookings come into Vaylo via Amadeus (EOS)?​

An EOS agreement first needs to be activated for your office ID. Once active, you place a PNR in the correct queue and the booking is read into Vaylo. Support will tell you which queue to use during setup.

❓ Still need help?​

Can't find what you're looking for? Contact the Vaylo support team and we'll be happy to help.

Email support@vaylo.com →

Can't find what you're looking for?Email support@vaylo.com →