US SRC Canned Responses - FAQ's 2026 (Chats/Calls/Emails)
Travel Admin Related Queries
Hotel Related Questions
Q: How do I add a hotel rule?
US SRC Agents Response: I'd be happy to walk you through adding a hotel rule! This process gives you powerful control over hotel bookings. Here's the complete step-by-step guide:
Log in to your ITILITE account and switch to admin mode
Click "Accounts Configuration" from the top menu bar
Select "Hotel policies" from the left side menu
Click "Add rule"
Select the employee level(s) this rule will apply to
Configure the location: Choose "Any" for all locations or "Specific" for particular cities/countries
Set price limits: Choose from No Limit, Fixed Limit, or Dynamic Limit
Click "Save" in the top right corner
The system is now protecting your budget while giving employees appropriate booking options!
Would you like me to guide you through this process in real-time, or do you have questions about specific configuration options?
Q: How can you save more with hotel policies?
US SRC Agents Response: Excellent question! The secret to maximum savings is using our Dynamic Limit configuration. Here's why it's so powerful:
With Dynamic Limit, the ITILITE system automatically adjusts the per-room-per-night booking limit based on:
The specific location being searched
The time of booking
Current market rates
Available quality hotels
This means employees automatically get cost-efficient recommendations without you having to:
Monitor price fluctuations constantly
Create dozens of location-specific policies
Worry about policies becoming outdated
You can still set a maximum price cap aligned with your overall budget, giving you control while maintaining flexibility.
Real example: Instead of guessing that San Francisco hotels should be capped at $250 while Des Moines should be $90, dynamic pricing automatically calculates the optimal rate for each city, ensuring you're neither overspending nor under-budgeting.
Would you like to see how much you could save by implementing dynamic hotel policies?
Q: Can I configure preferred hotels?
US SRC Agents Response: Absolutely! This is a fantastic feature for leveraging your negotiated corporate rates or ensuring employees stay at properties you trust. Here's how to set it up:
Log in and click "Accounts Configuration" from the top menu
Select "Hotel policies" from the left menu
Look for the "Preferences" section on the right side
Click "Manage Preferences"
Under "Company preferred hotels," click "Edit"
Search and select your preferred hotel(s)
Click "Save" at the bottom right
Once configured, the system will prioritize your preferred hotels in booking recommendations whenever they're available. Employees will see these options first, making it easy for them to choose properties where you have the best rates or relationships.
This doesn't force employees to use preferred hotels, but it certainly guides them in the right direction!
Do you have a list of preferred hotels you'd like to set up?
Q: How to block unsafe hotels?
US SRC Agents Response: I'm glad you're thinking about employee safety! The blocking feature lets you prevent bookings at hotels you've deemed unsafe, unsatisfactory, or inappropriate. Here's the process:
Log in and click "Accounts Configuration"
Select "Hotel policies" from the left menu
Find the "Preferences" section on the right
Click "Manage Preferences"
Under "Blocked hotels," click "Add hotel"
Search and select the hotel(s) you want to block
Click "Add hotel" at the bottom right
Once blocked, these hotels will not appear in booking recommendations for any employee. They're completely removed from search results.
This is particularly useful if you've:
Received negative feedback from employees
Identified safety concerns in certain areas
Had billing or service issues with specific properties
Need to comply with corporate security guidelines
Would you like help blocking specific hotels, or do you need guidance on evaluating hotel safety?
Q: How do dynamic policies work?
US SRC Agents Response: Dynamic policies are one of our smartest features! Let me explain how they work and why they're so effective:
How It Works: When you select Dynamic Limit, the system automatically calculates an optimal "budget to beat" price for each location and time period. This is based on good-rated, cost-efficient hotels available at that moment.
You Configure Three Things:
Maximum Star Rating (recommended: 3-star for best cost vs. quality balance)
The system calculates dynamic prices only from hotels at or below this rating
A 1-star will give much lower prices than a 5-star in the same area
Maximum Price Cap (your absolute ceiling, aligned with company budget)
Employees cannot exceed this regardless of dynamic calculations
Flexibility Percentage (recommended: 20%)
Adds a buffer above the dynamic price
Example: If dynamic price is $200 and flexibility is 20%, employees can book up to $240
Why It's Brilliant:
Automatically adapts to market conditions
No manual updates needed as prices fluctuate
Prevents both overspending and unrealistic restrictions
Employees get quality options at fair prices
Would you like help configuring dynamic policies for your organization?
Pay at Hotel with Company Card
Q: What does the "Pay at Hotel with Company Card" tag mean?
US SRC Agents Response: Great question! This tag is actually wonderful news for you. It means you won't need to pay anything out of pocket at the hotel!
Here's how it works:
Your company generates a virtual card specifically for your booking
This one-time-use card covers the full amount of your stay
The hotel charges this virtual card directly
You never have to use your personal card or wait for reimbursement
This eliminates the hassle of:
Fronting money for company travel
Submitting expense reports for hotel charges
Waiting for reimbursements
Managing receipts and documentation
The virtual card is created using ITILITE Cards and ensures hotel charges are paid directly by your company. You'll see this clearly indicated on your confirmation page and in your email.
Q: How does the virtual card work?
US SRC Agents Response: Excellent question! The virtual card system is designed to make your hotel stay hassle-free. Here's the complete picture:
What It Is: A one-time-use virtual card number generated specifically for your booking through ITILITE Cards. Think of it as a digital credit card that exists only for this one hotel stay.
How It Works:
When your booking is confirmed, the system automatically generates the virtual card
The card is loaded with the exact amount needed to cover your stay
You receive the card details via email
The hotel receives a Credit Card Authorization showing payment is handled by your company
At check-in, the hotel processes this authorization
You check out normally without any payment on your end
The Benefits:
No out-of-pocket expenses
No reimbursement waiting period
No expense report for the room charges
Complete transparency and security
The hotel treats this exactly like a regular credit card—they just see it's already authorized and paid by your company.
Is there anything specific about using the virtual card that concerns you?
Q: How will I know if my booking used a virtual card?
US SRC Agents Response: Great question—we make this very clear so there's no confusion! You'll know your booking uses a virtual card in several ways:
1. Post-Confirmation Page Right after booking, you'll see a clear statement that this booking uses a virtual card
2. Email Confirmation You'll receive an email containing:
The virtual card details
Instructions for check-in
What to expect at the hotel
3. Hotel Communication The hotel receives a Credit Card Authorization indicating that payment has been handled by your company
At Check-In: Simply let the front desk know that your company has provided a virtual card for the stay. They'll have the authorization on file. You won't need to present a personal card for the room charges (though some hotels may still ask for an incidental deposit).
If you're looking at a booking right now and want to confirm whether it uses a virtual card, I can help you check!
Q: What should I do if the hotel doesn't recognize the virtual card?
US SRC Agents Response: Don't worry—this is rare, but we've got you covered if it happens! Here's exactly what to do:
Step 1: Politely ask the front desk to look for the Credit Card Authorization in your reservation
It should be attached to your booking confirmation number
Sometimes it's filed under "Corporate Payment" or "Prepaid"
Step 2: If they still can't find it:
Click the link provided in your confirmation email to access the virtual card details
Show them this information directly
The email contains everything the hotel needs
Step 3: If issues persist:
Contact our support team immediately via the chat or phone
We'll reach out to the hotel directly to resolve it
We'll stay with you until it's sorted out
Pro Tip: Having your confirmation email readily accessible on your phone when you check in can speed things up if any questions arise.
We're here to support you—hotels work with virtual cards routinely, so this should be smooth. But if there's any hiccup, we'll resolve it quickly!
Q: How do I add hotel rules?
US SRC Agents Response: I'd be happy to walk you through adding hotel rules! This is a quick process that gives you powerful control over hotel bookings. Here's the step-by-step guide:
Step 1: Access Admin Mode
Log in to your ITILITE account
Switch to admin mode (toggle usually in top right)
Step 2: Navigate to Hotel Policies
Click "Account Configurations" from the top menu bar
Select "Hotel Policy" from the left sidebar menu
Step 3: Add or Edit Rules You have two options:
To Add New Rule:
Click "Add rule" button
To Edit Existing Rule:
Click the "..." (three dots) next to an existing rule
Select "Edit"
Step 4: Configure Price Limits Choose from three options:
No Limit:
Employees can book any price or star rating
Best for VIP/executive bookings
Maximum flexibility
Fixed Limit:
Set a specific dollar amount per room per night
Hard cap on spending
Best for predictable cost control
Dynamic Limit:
System calculates optimal price automatically
Based on location and time
Adds flexibility percentage (recommended: 20%)
Best for balancing cost and quality
Step 5: Save
Click "Save" in the top right corner
Rule is now active immediately
Location-Based Policies: Remember: Location-specific rules (e.g., New York City) take precedence over country-level rules (e.g., United States).
Would you like help configuring a specific hotel rule, or do you have questions about which price limit type is best for your organization?
Invoices and Wallet Management
Q: How do I receive my invoices?
US SRC Agents Response: Great question! Let me walk you through how invoicing works and how to access your documents:
What Is the Service Fee Invoice? The Service Fee Invoice covers all subscription fees charged by ITILITE for transactions executed on the platform.
Credit Notes:
Issued for cancellations
Available on the platform in T+3 days (transaction date + 3 days)
How to Download Invoices:
Step-by-Step Path:
Go to ITILITE Dashboard
Click "Transactions" in the top panel
Select "Download Invoices"
Enter your desired date range
Enter a specific trip ID (if looking for a particular transaction)
Click "Download"
What You Can Download:
Service fee invoices
Credit notes for cancellations
Transaction-specific invoices
Summary invoices for date ranges
Tips for Efficient Invoice Management:
Download monthly for regular reconciliation
Keep trip IDs handy for specific lookups
Credit notes appear 3 days after cancellation
Save invoices for accounting records
Invoice Information Included:
Transaction details
Service fees
Taxes
Trip IDs
Traveler information
Payment method
Would you like help downloading a specific invoice, or do you have questions about charges on an invoice?
Q: What should I do if there is a discrepancy in my invoice?
US SRC Agents Response: I appreciate you being diligent about checking your invoices! If you notice any discrepancies, here's exactly what to do:
Timeline Is Critical: You must report discrepancies within 7 days of the invoice date. This is very important!
Why 7 Days?
After 7 days, revision requests will not be entertained
This allows timely corrections and prevents long-delayed disputes
Keeps accounting cycles clean and manageable
How to Report Discrepancies:
Step 1: Review Carefully
Compare invoice against your booking confirmations
Check trip IDs match
Verify service fees are correct
Ensure credit notes were applied
Step 2: Gather Information
Invoice number and date
Specific discrepancy details
Expected vs. actual charges
Supporting documentation (booking confirmations, etc.)
Step 3: Contact Us Reach out through:
Your Account Manager
ar@itilite.com (Accounts Receivable team)
Support chat (for guidance)
What to Include in Your Message:
Invoice number
Date of invoice
Specific line items in question
What you believe is incorrect
Correct amount/information
Any supporting documentation
Our Response:
We'll review your request promptly
Work with you to understand the issue
Make corrections if warranted
Provide explanations if charges are accurate
Common Discrepancies:
Service fees calculated incorrectly
Cancellations not reflected (remember: 3-day delay is normal)
Duplicate charges
Incorrect trip linkage
Best Practice: Review invoices immediately upon receipt rather than waiting. This ensures you stay within the 7-day window!
Do you have a specific discrepancy you'd like me to help investigate right now?
Q: How can I get a refund for the balance in my wallet if I do not wish to use the ITILITE portal anymore?
US SRC Agents Response: I'm sorry to hear you're considering discontinuing use of ITILITE. If you've made that decision, here's how the wallet refund process works:
First Step: Contact Your CSM Get in touch with your assigned Customer Success Manager (CSM) to initiate the process.
Refund Timeline: The refund process typically takes around 30 working days from initiation. This includes:
Processing time
Financial verification
Bank transfer processing
Administrative procedures
What Gets Refunded: ✅ The balance in your wallet - any unused funds
❌ What does NOT get refunded:
Pending bookings (must be completed or cancelled first)
Completed bookings (these were already used)
Service fees for transactions already processed
Before Initiating Refund: Make sure to:
Complete or cancel all pending bookings
Resolve any outstanding travel
Download all invoices and reports you need for records
Export any data you want to keep
Verify your final wallet balance is accurate
Important Considerations:
Active bookings may affect refund amount
Some funds may be held for recently completed trips
You'll need to provide banking details for the refund transfer
If You Have Questions: Your CSM or Account Manager can:
Explain exactly what will be refunded
Provide a timeline
Answer process questions
Help resolve any final issues
We'd Love to Understand: If you're open to sharing, we'd appreciate feedback about:
Why you're discontinuing service
What could have worked better
Any final concerns we might address
Would you like me to connect you with your CSM to begin this process, or do you have questions about the refund calculation?
Q: Where can I check my current wallet balance/ balance at the month end?
US SRC Agents Response: Excellent question! Understanding your wallet balance is crucial for financial planning. Let me show you exactly how to check both your current balance and month-end balance:
CHECKING CURRENT WALLET BALANCE:
Step-by-Step:
Visit the ITILITE Dashboard
Click "Balance Details"
Look for the "Current Balance" tab
Understanding "Current Balance": Your current balance is calculated as: Current Balance = Wallet Balance + Unbilled Transactions
What This Means:
Wallet Balance: Confirmed, settled funds in your account
Unbilled Transactions: Recent bookings not yet deducted (takes T+1 days)
Recharges are included in unbilled transactions until they post to wallet balance
Visual Reference: The dashboard shows a clear breakdown of both components so you can see exactly where your funds stand.
Transaction Timing:
All unbilled transactions are added to wallet balance within T+1 days of the transaction
Any recharge made to the wallet appears in unbilled until it posts
CHECKING MONTH-END BALANCE:
For Historical Month-End Balances: The best source is the MIS Report:
Go to ITILITE Portal
Select "Balance Details"
Click "MIS Report"
Enter the date range (e.g., January 1-31, 2026)
Click "Download"
The MIS report provides comprehensive travel and financial details including month-end balances.
Why Use MIS for Month-End?
Official record of all transactions
Shows balance at specific points in time
Includes all booking details
Useful for accounting reconciliation
Pro Tips:
Check current balance daily if you have high booking volume
Download MIS reports monthly for financial records
Set up low-balance alerts (ask your Account Manager)
Recharge wallet before it gets too low to avoid booking disruptions
Would you like help interpreting your current balance, or do you need assistance downloading an MIS report?
Q: What is an MIS Report?
US SRC Agents Response: Excellent question! The MIS Report is one of your most valuable tools for understanding and managing your travel spend. Let me explain what it is and why it's important:
What Is MIS? MIS stands for Management Information System. The MIS Report is a comprehensive document that provides your company with all relevant travel and traveler details for any bookings made through ITILITE during a specific period.
What's Included in the MIS Report:
Trip Details: Trip IDs, travel dates, destinations
Traveler Information: Who traveled, department, employee level
Booking Details: Flight/hotel/car rental specifics
Financial Data: Costs, fees, payment methods
Policy Compliance: Whether bookings were in-policy
Vendor Information: Airlines, hotels, rental companies used
Status: Booked, cancelled, completed
Timestamps: When bookings were made
Why It's Valuable:
Financial Reconciliation: Match bookings to expenses and invoices
Budget Tracking: Monitor spend against budgets
Policy Analysis: See how well employees comply with policies
Vendor Analytics: Identify which suppliers you use most
Trend Analysis: Understand travel patterns over time
Auditing: Complete trail for compliance and auditing purposes
How to Download:
Login to ITILITE portal
Select "Balance Details"
Click "MIS Report"
Specify the period (e.g., January 1-31, 2026)
Click "Download"
Update Frequency: The MIS report is updated on a T+1 basis, meaning bookings appear within one business day after they're made.
Best Uses:
Monthly financial close processes
Annual budget planning
Department-wise spend analysis
Travel policy effectiveness review
Negotiating better vendor rates (armed with volume data)
For More Details: Click the link in your documentation to see detailed explanations of each column in the MIS report. Understanding each field helps you extract maximum value from the data!
Would you like help downloading your MIS report or interpreting specific data columns?
Q: Where can I find the details of the trips booked on ITILITE?
US SRC Agents Response: Great question! All comprehensive trip details can be found in your MIS Report. Let me show you exactly how to access this information:
Primary Source: MIS Report
The MIS report is your complete source for trip information and includes:
Trip ID
Travel dates
Mode of travel (flight/hotel/car)
Vendor details (airline, hotel name, rental company)
Costs and fees
Traveler information
Booking status
Payment details
And much more!
How to Access:
Go to the ITILITE dashboard
Navigate to your past bookings
Download the MIS report for comprehensive historical data
Important Timing Note: The MIS report is updated on a T+1 basis (transaction date + 1 business day), so your latest bookings may take up to one business day to appear in the report.
For Individual Trip Details: You can also:
Go to your Trip Dashboard
Click on specific trip IDs
View booking confirmations in your email
Check your profile's trip history
For Real-Time Details:
Your dashboard shows current and upcoming trips immediately
Email confirmations arrive instantly after booking
The MIS report is best for historical analysis and bulk data
Common Uses:
Expense report preparation
Travel pattern analysis
Vendor preference review
Budget reconciliation
Audit preparation
Need More Information? If you have questions about specific trips or need clarification on MIS report data, reach out to ar@itilite.com or your account manager.
Would you like help accessing the MIS report or finding details about a specific trip?
Q: I recharged my wallet, but the funds are not reflecting in my current wallet balance. What should I do?
US SRC Agents Response: I understand this can be concerning! Let me explain the normal timing and what to do if there's a delay:
Normal Processing Times:
Monday - Saturday Recharges:
Takes up to 3 hours to reflect in your current wallet balance
Usually appears faster, but 3 hours is the maximum
Sunday Recharges:
Will reflect on Monday (or the next working day)
Not processed on Sundays due to banking hours
What to Do If Funds Don't Appear:
Step 1: Wait the Full Processing Time
Give it the full 3 hours (for weekday recharges)
Check your dashboard again after waiting
Step 2: Verify Your Current Balance Remember: Current Balance = Wallet Balance + Unbilled Transactions
Your recharge appears in "Unbilled Transactions" first
Then moves to "Wallet Balance" within T+1 days
Check both sections in your Balance Details
Step 3: Contact Support If funds still don't appear after 2-3 hours on a weekday:
Email ar@itilite.com
Provide:
Recharge amount
Date and time of recharge
Payment confirmation/reference number
Bank transaction details
What We'll Do:
Investigate the status of your wallet recharge
Track the payment through our system
Provide an update on when funds will appear
Resolve any technical issues
Important Notes:
ITILITE strives for timely wallet updates
Occasional delays may occur due to technical issues or banking system delays
These are typically beyond our control, but we work quickly to resolve them
Your patience is appreciated in such situations
Pro Tip:
Recharge well before you need to make bookings
Don't wait until your balance is critically low
Build in buffer time for processing
Urgent Booking Situation? If you need to make an urgent booking and your recharge hasn't been processed, contact support immediately—we may be able to help!
Would you like me to check on a specific recharge, or help you contact the accounts team?
Q: Why am I not able to book or why is my account blocked?
US SRC Agents Response: I understand this is frustrating, especially if you need to book travel urgently! Let me explain what's likely happening and how to resolve it:
Most Common Reason: Insufficient Wallet Balance
ITILITE operates on a pre-paid wallet system, which means:
You need sufficient funds in your wallet to cover booking costs
If your wallet balance is too low or exhausted, your account may be temporarily blocked
This prevents you from making bookings until the wallet is recharged
How the System Works:
Before booking: System checks if wallet has enough funds
Insufficient balance → Booking blocked
Adequate balance → Booking proceeds
Checking Your Balance:
Go to your dashboard
Click "Balance Details"
Check your Current Balance (Wallet Balance + Unbilled Transactions)
Compare this to your intended booking cost
How to Unblock Your Account:
Step 1: Recharge Your Wallet
Determine how much you need
Add buffer for upcoming bookings
Initiate wallet recharge
Wait 2-3 hours for processing (Monday-Saturday)
Step 2: Resume Booking
Once recharge processes, account automatically unblocks
You can immediately proceed with bookings
Other Possible Reasons for Blocking:
Outstanding invoices or payments
Policy violations flagged by admin
Account under review
Technical issues
If Recharging Doesn't Resolve It: Contact:
Your account manager
ar@itilite.com
Support chat
For Urgent Travel: If you have urgent travel needs and your wallet recharge is processing:
Contact support immediately
Explain the urgency
We may be able to help expedite
Prevention Going Forward:
Set up low-balance alerts
Recharge proactively before balance gets too low
Monitor balance weekly if you have frequent bookings
Maintain a buffer in your wallet
Would you like help recharging your wallet or investigating why your account is blocked?
Q: How can I update/set up email to receive balance alerts?
US SRC Agents Response: Great question! Setting up balance alerts is a smart way to avoid booking disruptions. Here's exactly how to manage your alert notifications:
Who Can Help: Reach out to any of these contacts to change, add, or delete the email addresses that receive balance alerts:
Your Account Manager
Your ITILITE Point of Contact (POC)
Your Customer Success Manager
support@itilite.com
What to Provide: When you contact them, clearly specify:
To Add Email:
Email address to add
Name of recipient
Their role (so alerts are relevant)
To Change Email:
Current email address receiving alerts
New email address
Confirm if old email should be removed
To Delete Email:
Email address to remove from alert list
Confirm deletion
Processing Time: Changes will be reflected within 24 hours of your request.
Types of Balance Alerts: You can typically receive notifications for:
Low balance warnings (wallet running low)
Critical balance alerts (immediate recharge needed)
Recharge confirmations
Monthly balance summaries
Best Practices:
Add multiple contacts (finance team, travel admin, yourself)
Use distribution lists for team-wide visibility
Include backup contacts in case primary contact is unavailable
Review and update contact list quarterly
Recommended Contacts to Include:
Finance/Accounting team
Travel administrators
Department heads (for large teams)
Executive assistants who manage travel
Pro Tip: Set alerts to trigger when balance drops below your average weekly booking volume. This gives you time to recharge before any disruption occurs!
Would you like me to help you draft an email to update your alert recipients, or do you need your Account Manager's contact information?
CLOSING NOTE:
These comprehensive responses are designed to:
Provide complete, accurate information
Use friendly, professional language
Anticipate follow-up questions
Offer proactive help
Show empathy and understanding
Guide users to next steps
Maintain ITILITE brand voice
Each response aims to not just answer the question, but to make the user feel supported, informed, and confident in using the ITILITE platform!
Access Delegation
Q: What is Access Delegation?
US SRC Agents Response: Great question! Access Delegation is a powerful feature that allows you to grant another trusted colleague the same level of access you have on our web platform. Think of it as giving someone the keys to act on your behalf when you're unavailable.
Here's what makes it special: when delegation is active, your chosen delegate can access everything you can see, make bookings for you, and manage your travel arrangements seamlessly. They'll always see a clear indicator showing they're acting on your behalf, ensuring complete transparency.
Important note: This feature currently works only on our web platform. Your mobile app experience continues as usual with no changes. Is there anything specific about delegation you'd like to set up today?
Q: What can someone do with delegation access?
US SRC Agents Response: Excellent question! When you grant delegation access, your trusted colleague gains comprehensive capabilities to support you effectively. They can:
Access all the same information and features you normally see
Create and manage bookings on your behalf
View and handle your travel arrangements and requests
Take any action you would typically perform yourself
The system maintains complete transparency throughout—your delegate will always see a clear banner indicating they're acting on your behalf, and all actions are properly attributed for audit purposes. This ensures accountability while giving you the coverage you need when you're away from the office.
Would you like me to walk you through setting up delegation access for someone?
Events Management
Q: How can I manage my events on the ITILITE platform?
US SRC Agents Response: Excellent question! Our Events feature is a powerful tool for managing team offsites, client visits, and large gatherings. Let me give you a comprehensive overview:
What Events Does: The Events product helps organizers manage company events seamlessly by providing:
Real-time RSVP visibility: Know who's attending instantly
Booking status tracking: See who's booked travel and who hasn't
Comprehensive reporting: Pre-event and post-event analytics
Centralized communication: Update all invitees from one place
Who Can Create Events: Any employee with an ITILITE account can create an event—we believe in empowering everyone to organize team activities!
Who Can Be Invited: You can add any user who has an ITILITE account as an invitee. Only invited people will have access to the specific event page.
Multiple Organizers: Yes! By default, the event creator is the organizer, but you can:
Invite other participants
Change their role to "organizer"
Share management responsibilities
Available Reports: Event organizers get three powerful reports:
Event Transactions Report: Details of all booked trips linked to the event
RSVP Report: Status of each invitee (attending/not attending/no response)
Trip Status Report: Details of every trip linked to the event with booking status
Sending Reminders: In the "Participants" section, you can:
Filter attendees who haven't linked trips
Filter those who linked trips but haven't booked
Send email reminders directly from the platform
Important Notes:
Events feature is currently available only on desktop/laptop (not mobile app yet)
Standard company travel policies apply to event-related bookings
You cannot set event-specific policies
Would you like help creating or managing a specific event?
Q: Who can create an event?
US SRC Agents Response: Great question! We've designed the Events feature to be inclusive and accessible.
Anyone Can Create Events! Any employee in your organization who has an ITILITE account can create an event. This includes:
Individual contributors organizing team offsites
Managers planning department gatherings
Executive assistants coordinating leadership meetings
Project managers organizing client visits
HR organizing company-wide events
Why This Open Approach? We believe that empowering everyone to organize team events leads to:
Better collaboration
More frequent team building
Reduced burden on administrative staff
Faster event planning
What You Can Do as a Creator: Once you create an event, you automatically become an organizer with full access to:
Invite participants
Manage RSVPs
Track booking status
Access all reports
Send communications
Add additional organizers
No Special Permissions Needed: You don't need admin access or special approval to create events. If you have an ITILITE account, you're good to go!
Ready to Create Your First Event? Would you like me to walk you through the event creation process?
Q: Who can I add as invitees to the event?
US SRC Agents Response: Great question! Understanding who can be invited helps you plan effectively. Here's what you need to know:
Eligibility for Invitations: You can add any user who has an ITILITE account in your organization as an invitee to your event.
Access Control:
Only invited people can access the specific event page
Invitees can see event details, updates, and RSVP
This keeps event information private and relevant
Who You Might Invite:
Team members
Cross-functional colleagues
External partners (if they have guest ITILITE accounts)
Managers and executives
Executive assistants (who might book on behalf of others)
Important Note: If someone needs to attend your event but doesn't have an ITILITE account:
They cannot be added as invitees
They cannot RSVP or link trips through the platform
Contact your admin to have them added to ITILITE first
Managing Large Groups: For big events, you can:
Bulk import invitee lists (contact support for help)
Add people individually
Assign some invitees as additional "organizers" to help manage
Privacy Consideration: Only invitees can see the event, so you can freely share event
Q: Can multiple people manage or organize an event?
US SRC Agents Response: Absolutely yes! This is one of the most helpful features for managing complex events. Here's how it works:
Default Setup: By default, the person who creates the event is automatically assigned the role of organizer with full management capabilities.
Adding Co-Organizers: An organizer can easily add others by:
Inviting participants to the event (as you normally would)
Changing their role from "Invitee" to "Organizer"
They now have the same management access as you
Why Multiple Organizers Help:
Shared workload: Divide responsibilities among team members
Coverage: Someone can manage the event if you're unavailable
Expertise: Different people can handle different aspects (travel coordinator, venue manager, content organizer)
Large events: Essential for events with 50+ attendees
What All Organizers Can Do:
Access all reports (RSVP, Trip Status, Event Transactions)
Send communications and reminders
View all invitee information
Manage event details and updates
Add or remove invitees
Add additional organizers
Best Practice: For larger events, consider having:
A primary organizer (overall responsibility)
A travel coordinator (managing bookings and reminders)
A communications lead (sending updates)
This collaborative approach makes event management much more manageable!
Would you like help setting up multiple organizers for your event?
Q: Which reports does an event organiser get?
US SRC Agents Response: Excellent question! As an event organizer, you get access to three comprehensive reports that give you complete visibility into your event. Let me break down each one:
1. Event Transactions Report What it contains:
Details of every transaction for trips linked to your event
Only booked trips appear (not pending or draft trips)
Financial information for budget tracking
Individual booking costs
Best for:
Financial reconciliation
Budget tracking
Expense reporting
Invoice verification
2. RSVP Report What it contains:
Complete list of all invitees
RSVP status for each person (Attending/Not Attending/No Response)
Response dates
Contact information
Best for:
Attendance planning
Venue capacity decisions
Identifying who hasn't responded
Following up with non-responders
3. Trip Status Report What it contains:
Every trip linked to the event
Current booking status (Booked/Pending/Not Linked)
Detailed booking information (flights, hotels, cars)
Traveler details
Arrival and departure times
Best for:
Coordinating arrivals and departures
Identifying who hasn't booked yet
Sending targeted reminders
Planning ground transportation
Scheduling event activities around arrival times
Pro Tip: Use these reports together! For example:
Check RSVP Report to see who said "yes"
Check Trip Status Report to see if they've actually booked
Send reminders to those who RSVPed but haven't booked yet
Would you like help accessing or interpreting any of these reports for your event?
Q: I need additional data/reports that are not captured in the default reports. Can I get additional reports?
US SRC Agents Response: Absolutely! We understand that every event has unique reporting needs. Here's how to get custom reports:
If You're an Admin: You can request custom reports directly through the platform:
Navigate to the "Custom Report" section on ITILITE
Specify exactly what data you need
Submit your request
Our team will generate the report for you
Common Custom Report Requests:
RSVP status for ALL events created in your company
Aggregated transactions related to all events in a time period
Comparison reports (budget vs. actual across multiple events)
Department-wise event spending
Average cost per attendee across events
No-show analysis
If You're Not an Admin: Contact your company's ITILITE administrator and explain what additional data you need. They can submit the custom report request on your behalf.
Examples of Custom Data You Might Need:
Dietary restrictions of attendees
Special accommodation needs
Detailed cost breakdowns by expense category
Historical event data for year-over-year comparison
Cancellation and change patterns
Timeline: Custom reports typically take 1-3 business days depending on complexity.
Best Practice: When requesting custom reports, be as specific as possible about:
Exact data fields needed
Date ranges
Format preferences (Excel, CSV, PDF)
How often you need this report
Would you like help formulating a custom report request?
Q: Will I be able to see who is yet to book a trip and send them reminders?
US SRC Agents Response: Absolutely yes! This is one of the most valuable features for event organizers. Let me show you exactly how this works:
Accessing the Information: In the "Participants" section of your event page, you can:
Filter Option 1: No Trip Linked
Shows attendees who haven't linked any trip to the event yet
These people may not have started their booking process
Filter Option 2: Trip Linked But Not Booked
Shows attendees who created a trip ID
But haven't completed their flight, hotel, or car bookings
Sending Reminders: Once you've identified who needs a reminder:
Select the individuals or groups
Click the "Send Email Reminder" button
A pre-formatted reminder email is sent automatically
You can customize the message if needed
Why This Is So Useful:
Proactive management: Catch booking delays early
Deadline enforcement: Remind people as cutoff dates approach
Cost control: Early bookings often have better rates
Planning certainty: Know final headcount sooner
Best Practices:
Send first reminder 3-4 weeks before event
Send follow-up reminder 2 weeks before
Final reminder 1 week before (or your booking deadline)
Use the remarks section to explain why timely booking matters
Pro Tip: Set calendar reminders for yourself to check booking status weekly as the event approaches!
Would you like me to show you how to access this feature for your event right now?
Q: Will the ITILITE team help me in bulk booking/special hotel or flight booking rates?
US SRC Agents Response: Great question! We do offer support for special booking situations through our concierge service, but it depends on your specific needs.
Our Concierge Service: For certain situations, we might be able to help secure:
Special group rates for hotels (typically 10+ rooms)
Negotiated flight rates for large groups
Bulk booking coordination
Meeting space as part of hotel packages
Group transportation arrangements
When We Can Help:
Large events (typically 20+ attendees)
Extended stays at single properties
Destination events requiring complex coordination
Events with specific venue or location requirements
When It's More Challenging:
Very short notice (less than 2 weeks)
Peak season travel
Small groups (under 10 people)
Standard domestic travel
How to Request:
Reach out to us early (4-6 weeks advance notice is ideal)
Provide details:
Number of attendees
Event dates and location
Specific requirements (e.g., conference rooms, group dining)
Budget constraints
Contact: Reach out via your account manager or support
Important Note: While we'll do our best to help, special rates and bulk bookings aren't guaranteed. Market conditions, availability, and supplier relationships all factor in.
Alternative Approach: Even without special bulk rates, our standard platform often provides excellent rates due to our existing corporate partnerships!
Would you like me to connect you with our concierge team to explore options for your event?
Q: Can I ensure my attendees book flights that arrive at a particular time for the event?
US SRC Agents Response: That's a very practical question! Let me be honest about what the platform can and cannot do, and then share the best workarounds:
What the Platform Cannot Do: Unfortunately, the platform cannot automatically enforce specific arrival or departure times. Here's why:
Optimal travel to a location depends on many factors (origin city, connections, pricing, personal schedules)
What's possible or cost-effective varies greatly by traveler
Some people may have meetings before/after the event
Forcing specific times could dramatically increase costs
What We Recommend Instead:
1. Clear Communication: Use the platform's communication features:
Event Description: Clearly state required arrival times
Event Updates: Send reminders about timing expectations
Email Messages: Communicate deadlines and expectations
2. Use the Trip Status Report: This powerful tool shows:
Actual arrival times of all booked flights
Departure times
Who has/hasn't booked yet
Review this report regularly to:
Identify travelers arriving too late or leaving too early
Contact them individually to discuss options
Request changes if necessary
3. Personal Follow-Up: For critical timing:
Review bookings as they come in
Reach out to individuals who book outside acceptable windows
Work with them to adjust (may involve rebooking fees)
4. Set Clear Expectations Early: In your initial event invitation, specify:
"Event begins at 9 AM sharp—please arrive the night before"
"Please book flights departing after 4 PM on the last day"
Explain WHY timing matters (e.g., team dinner, important morning session)
Pro Tip: Build in buffer time for your event schedule to accommodate reasonable arrival/departure variations!
Would you like help setting up communication or reviewing your Trip Status Report?
Q: Can I apply new policies/budgets just for the trips linked to the event?
US SRC Agents Response: I understand why you'd want this flexibility, but let me explain our approach and the reasoning behind it:
The Short Answer: No, we do not support event-specific policies. The traveler's standard company policy applies to event-related bookings just as it does to all their other trips.
Why Not? This is a very deliberate design decision for important reasons:
1. Organizational Control:
Events can be created by any employee
Allowing event creators to set their own policies could enable bookings outside company guidelines
This could lead to budget overruns and compliance issues
2. Fairness and Consistency:
Travel policies should apply uniformly to prevent perceived favoritism
"Team A gets business class for their offsite, but we don't" creates tension
Consistent policies are easier to explain and enforce
3. Accountability:
Company policies are set by authorized administrators
They reflect organizational budget realities and priorities
Event creators shouldn't override these organizational decisions
What You CAN Do:
Option 1: Request Policy Exceptions
Contact your travel administrator
Explain the specific event needs
Request temporary policy adjustments for specific employee levels
This goes through proper approval channels
Option 2: Work Within Policy
Choose event locations with good value options
Plan events during shoulder season for better rates
Book early to get lower prices within policy limits
Option 3: Budget for Overages
If some bookings exceed policy, plan to request exception approvals
Factor this into event budget planning
Would you like help working within your current policies, or guidance on requesting policy exceptions for a specific event?
Q: I am an Executive Assistant, can I manage the event travel for my manager?
US SRC Agents Response: Absolutely yes! This is a very common scenario, and the platform supports it well. Here's exactly how to make this work:
Step-by-Step Process:
Step 1: Get Added to the Event
Ask the event organizers to invite you to the event
You'll receive an invitation and gain access to the event page
You can see all event details, updates, and information
Step 2: RSVP Appropriately
Since YOU won't be attending, RSVP: "Not Attending"
This ensures accurate headcount for the organizers
You still maintain full access to manage your manager's travel
Step 3: Book Your Manager's Travel
Book flights, hotels, and cars for your manager as you normally would
Use their profile and booking permissions
Complete all bookings in their name
Step 4: Link the Trip to the Event
After booking, link the trip ID to the event
This makes your manager's travel plans visible to event organizers
Other attendees can coordinate with your manager's schedule
Benefits of This Approach:
Event organizers know your manager is attending (they see the linked trip)
Event organizers know YOU are handling the logistics (your RSVP shows "not attending")
Your manager's arrival/departure times are visible for coordination
You can see all event updates and communications
Pro Tip: Add a note when linking the trip: "Booked by [Your Name], EA to [Manager Name]" for extra clarity!
Your Role as an EA: This approach recognizes that EAs often manage travel without attending events themselves. It's a common and well-supported workflow!
Would you like help linking a specific trip to an event, or do you have questions about booking on behalf of your manager?
Q: Why am I unable to RSVP for an event on ITILITE's mobile app? Why can I not view the events page on ITILITE's mobile app?
US SRC Agents Response: Great question! I understand this might be frustrating if you primarily use mobile. Here's the current situation:
Current Status: As of now, the Events feature is only available on desktop or laptop when accessing ITILITE through a web browser. It's not yet available on the mobile app.
Why Desktop Only (For Now)? Events involve complex information and interactions:
Multiple reports and data views
Detailed participant management
Communication tools
Multi-step booking linkage
Report generation and downloads
The full-featured desktop experience provides the best environment for these tasks.
The Good News: We're continuously working to improve our mobile app experience! The Events feature is on our development roadmap and will be released on mobile soon.
Workaround for Mobile Users: While traveling or on-the-go:
Access ITILITE through your mobile browser (not the app)
Navigate to the desktop version of the site
You can perform most event-related tasks this way
For best experience, use tablet or laptop when available
What You CAN Do on Mobile:
Make flight, hotel, and car bookings
View existing bookings
Receive event notification emails
Access booking confirmations
When to Expect Mobile Events: While I can't provide a specific date, it's actively in development. Sign up for product update notifications to be informed when it launches!
Current Best Practice:
Handle event creation and management from desktop
Use mobile for travel booking
Check event updates via email notifications
Would you like help accessing the Events feature through your mobile browser right now?
Q: How long does delegation access last?
US SRC Agents Response: Great question! Delegation access remains active indefinitely—there's no automatic expiration. This gives you complete control and flexibility. The access will continue until you choose to remove it from your profile.
This design ensures uninterrupted coverage for your responsibilities without requiring repeated setup. However, you can revoke access anytime it's no longer needed, and the removal takes effect within 60 minutes.
Would you like assistance setting up or removing delegation access?
Q: Who should I give delegation access to?
US SRC Agents Response: That's a very important question, and I'm glad you're thinking carefully about this! Delegation access is powerful, so you should only grant it to someone who meets these criteria:
A trusted colleague you work closely with
Someone who thoroughly understands your responsibilities and workflow
A person who is officially authorized to act on your behalf
Remember, delegation gives the exact same level of access you have, so choose someone who will use it responsibly and appropriately. Think of it like sharing your office keys—you'd only give them to someone you trust completely.
If you're considering specific individuals and want to discuss whether it's appropriate, I'm happy to help you think through it!
Q: How do I give delegation access?
US SRC Agents Response: I'd be happy to walk you through this! Setting up delegation access is straightforward. Here's the step-by-step process:
Navigate to Your Profile (click your profile icon in the top right)
Scroll down to find the Access Delegation section
Click "Give access to"
Select the user from your organization's directory
Confirm your selection
Once you've completed these steps, the user will receive an email notification letting them know they now have delegation access to act on your behalf.
Would you like me to guide you through this process in real-time, or do you have any questions about specific steps?
Q: How do I remove delegation access?
US SRC Agents Response: Absolutely, I can help you with that! Removing delegation access is quick and ensures your account security. Here's how:
Go to Your Profile (click your profile icon)
Scroll to the bottom of the page
Open the Access Delegation section
Click "Remove access" next to the user's name
The user will receive an automatic notification about the removal, and their access will be revoked within 60 minutes. This gives the system time to process the change across all sessions.
Is there a specific delegation you'd like to remove, or are you looking to manage multiple delegations?
Q: How will I know if I am acting on behalf of someone else?
US SRC Agents Response: Great question! We've designed clear visual indicators to ensure you always know whose account you're using. Here's how it works:
To switch to acting on someone's behalf:
Click on your profile icon
Select "Act as" followed by the other user's name
Once you're acting on behalf of someone else, you'll see a prominent banner at the top of your screen clearly indicating whose behalf you're acting on. This banner remains visible throughout your session, so there's never any confusion.
Additionally, all actions you take are properly attributed for audit purposes, ensuring complete transparency and accountability. When you book on behalf of someone else, booking confirmation emails are sent to them based on your company's settings.
Are you currently set up with delegation access, or would you like help getting started?
Q: How do I switch back to my original account?
US SRC Agents Response: Excellent question! We've made it easy to switch back to your own account. You have two convenient options:
Option 1: Quick Switch from Travel Dashboard
Navigate to your Travel Home (Dashboard) page
Click your profile icon
Select "Switch back to my account"
Note: If you're currently on Client Admin (Travel), Expense, or Card pages, you'll need to navigate to the Travel Dashboard first to see this option.
Option 2: Log Out and Log Back In You can log out from any page and log back in—this will automatically return you to your original account.
Both methods are equally effective, so choose whichever is most convenient for you at the moment. Are you having any trouble switching back?
Q: Is delegation access logged?
US SRC Agents Response: Absolutely yes, and I'm glad you asked! Security and accountability are priorities for us. All actions performed using delegation access are comprehensively logged for audit and tracking purposes.
The logs capture:
Who performed the action
On whose behalf the action was taken
What specific action was performed
When the action occurred
This creates a complete audit trail that protects both you and your delegate, ensuring transparency and accountability. These logs are maintained for compliance and can be reviewed if needed.
Is there a specific delegation activity you'd like to review, or would you like more information about our audit capabilities?
Q: Can I give delegation access to more than one person?
US SRC Agents Response: Yes, you absolutely can! The platform allows you to grant delegation access to multiple people simultaneously.
However, here's my recommendation based on best practices: it's generally better to assign delegation access to just one person at a time. This helps maintain clear lines of responsibility and prevents confusion about who's handling what.
If you do need multiple delegates due to coverage requirements or complex responsibilities, that's perfectly fine—just make sure everyone understands their role and coordinates appropriately.
Would you like help deciding on the best delegation structure for your situation?
Q: Can someone with delegation access give access to someone else?
US SRC Agents Response: No, and that's by design for security reasons. Delegation access cannot be passed on or transferred to another person—it's a direct relationship between you and your chosen delegate only.
This prevents unauthorized access chains and maintains control. Only the original account holder (you) can grant or revoke delegation access. Your delegate can act on your behalf, but they cannot extend that privilege to others.
This security measure protects your account and ensures you always know exactly who has access. Does this answer your concern, or would you like to discuss your delegation needs further?
Q: What happens if delegation access was given by mistake?
US SRC Agents Response: No worries—mistakes happen, and we've made it easy to fix! If you've accidentally granted delegation access, here's what to do:
Remove the access immediately from your profile (I can walk you through this if needed)
The person will receive an automatic notification confirming the removal
Their access will be revoked within 60 minutes
The good news is that no lasting damage occurs—you can remove access just as easily as you granted it. The system handles all the notifications, so the person will be informed professionally and automatically.
Would you like me to help you remove the incorrect delegation right now?
Q: What happens if my organization disables this feature?
US SRC Agents Response: That's a thoughtful question! If your organization's administrator decides to disable the delegation access feature, here's what happens:
All existing delegation access relationships are paused immediately
No data is deleted—everything is preserved
If your organization re-enables the feature later, delegation access can resume where it left off
This gives your organization flexibility to manage the feature based on changing needs or policies without losing any configuration. The pause is clean and reversible.
If you're concerned about your organization's policy on this feature, I'd recommend reaching out to your administrator to discuss your needs. Can I help you with anything else regarding delegation?
Q: When should I use delegation access?
US SRC Agents Response: Great question! Delegation access is particularly valuable in these situations:
You're out of office for vacation or business travel
You're on extended leave (medical, parental, or personal)
You need uninterrupted coverage for time-sensitive travel responsibilities
You're temporarily unavailable but have critical bookings that need attention
Think of it as your safety net for ensuring business continuity. Rather than letting travel arrangements fall through the cracks when you're away, delegation keeps everything running smoothly.
Many of our clients set up delegation before planned absences and then remove it upon return. Others maintain ongoing delegation with executive assistants or team leads for consistent support.
Is there a specific situation you're planning for? I can help you determine if delegation is the right solution!
Travel Users & Admin related Queries
Flight Related Questions
Q: Why am I seeing flights that are from a lower cabin class than what I am eligible for?
US SRC Agents Response: That's a great observation! Let me explain what's happening—it's actually designed to give you more options, not fewer.
Here's the situation: Your eligibility for cabin class is defined by your company policy. Even if you're eligible for first class, we might show you flights with lower cabin classes for a few important reasons:
Availability: The specific flight or route you want might not have first class seats available
Route Limitations: Some sectors simply don't operate flights with first class service
Informed Choice: We want you to see all viable options so you can make the best decision for your trip
Why This Helps You:
You're not left with zero options if premium cabins are sold out
You can see what's actually available and make trade-offs (perhaps an earlier/later flight has your preferred cabin)
You maintain flexibility in booking
You're still free to filter results to show only your eligible cabin class if you prefer!
Does this make sense, or would you like help finding flights in your preferred cabin class?
Q: Why am I seeing flights that are from a higher cabin class than what I am eligible for?
US SRC Agents Response: Great question! I can see why this might be confusing. Let me explain what's happening:
ITILITE works with multiple supplier partners to source the best rates for travelers. Each supplier provides us with cabin class information for their flights.
What's Happening: In rare cases, a supplier partner might incorrectly tag the cabin class in their system. Our algorithms catch most of these anomalies automatically, but occasionally some slip through, which means you might see a cabin class that's technically higher than your policy allows.
Important Notes:
This is uncommon—most of the time, filters work correctly
We're continuously improving our detection algorithms
We work directly with supplier partners to identify and fix these tagging issues
Your company policy still applies to the booking approval process
If You Encounter This: Please let us know! Reporting these instances helps us improve accuracy and work with the specific suppliers to correct their data.
Would you like me to check your current policy or help you find flights that definitely match your eligibility?
Travel Credits
Q: What are travel credits and how do I use them?
US SRC Agents Response: Great question! Travel credits are essentially tickets you purchased in the past but didn't use—think of them as airline store credit.
What They Are: When you cancel or don't use a ticket, many airlines issue a credit for the value (minus any applicable fees) that you can apply toward future bookings.
How to Use Them: Travel credits can be used when making new bookings, but here's what's important to know:
Their use is subject to airline policies
Different airlines have different rules about:
Expiration dates (typically 6-12 months)
Which routes/fares they can be applied to
Whether they're transferable
Any change fees or restrictions
How to Apply Them: When booking, you'll typically need to reference the original ticket number or credit number. Our support team can help you locate and apply these credits to ensure you don't lose their value.
Do you have unused tickets that you'd like to convert to travel credits, or existing credits you'd like to use? I can help you navigate the specific airline's policies!
Car Rental Related Questions
Q: What are rental car policies, and why are they important?
US SRC Agents Response: Excellent question! Rental car policies are the guidelines your company establishes to manage travel costs effectively while ensuring consistency across all bookings.
Think of them as smart guardrails that help you:
Stay within your organization's budget automatically
Choose vehicles that are appropriate for your role and needs
Take advantage of negotiated corporate rates
Make compliant booking decisions without second-guessing
These policies aren't meant to restrict you—they're designed to make your booking experience smoother while protecting company resources. You'll see only the options that are pre-approved for you, which actually speeds up the booking process!
Would you like to know what specific policies apply to your employee level, or do you have questions about why certain options appear for you?
Q: What types of policies can my company create?
US SRC Agents Response: Great question! Your company has considerable flexibility in tailoring car rental policies. Here are the main policy types available:
Employee Level Policies - Different rules for different employee groups (junior staff, senior management, executives, etc.)
Car Type Restrictions - Specify which vehicle categories are allowed (compact, sedan, SUV, etc.)
Price Limits - Set maximum daily rental rates, either fixed or dynamic
Rental Company Preferences - Designate preferred rental agencies for better rates or service
Billing ID & Discount Code Policies - Apply special corporate rates automatically for agencies where your company has negotiated agreements
These can be combined creatively! For example, junior staff might be limited to compact cars under $50/day from specific agencies, while senior staff could access SUVs up to $100/day. The system ensures everyone gets appropriate access.
Are you an administrator looking to set up policies, or would you like to understand your current policy better?
Q: How can we set price limits?
US SRC Agents Response: Excellent question! You have two powerful options for setting price limits, each with distinct advantages:
Fixed Price Limits - Set a hard cap (e.g., $75/day maximum)
Simple and predictable
Great for stable markets
Easy for employees to understand
Dynamic Pricing - The system automatically adjusts based on real-time market rates
Adapts to market fluctuations automatically
Adds flexibility as a percentage above the lowest available rate
No need to constantly update policies for different locations
Many of our clients love dynamic pricing because it eliminates the headache of managing fluctuating rental rates across different cities and seasons. You set it once, and the system does the work!
Would you like help deciding which approach works best for your organization, or assistance setting up either option?
Q: What is dynamic pricing and how does it help?
US SRC Agents Response: I love this question because dynamic pricing is one of our smartest features! Here's how it works:
Instead of you manually setting different price limits for every city (which would be exhausting), the system automatically calculates the maximum allowed price based on current market rates. It looks at the lowest available rental prices in real-time and adds your specified flexibility percentage.
Why it's brilliant:
No more managing fluctuating prices manually
No need to create separate policies for expensive vs. affordable cities
Automatically adapts to seasonal variations and market changes
Eliminates outdated policies that are too restrictive or too generous
Important note: Only the car types you've selected in your policy are considered when calculating the lowest price—all other cars are excluded from this calculation.
For example, if you specify compact and sedan cars with 20% flexibility, the system finds the cheapest compact or sedan available, then allows bookings up to 20% above that rate.
Would you like to see how dynamic pricing could work for your specific travel patterns?
Q: Can we prevent certain car types from being booked?
US SRC Agents Response: Absolutely! This is one of the most popular policy features. You have complete control over which car types appear as options for your employees.
For example, if your company wants to:
Avoid luxury vehicles to control costs
Exclude sports cars for insurance reasons
Prevent oversized vehicles for environmental considerations
Restrict premium SUVs to senior staff only
You can easily set these rules in your policy configuration. Once set up, excluded car types simply won't appear in search results for affected employees, making compliance automatic and effortless.
This is much better than relying on employees to remember restrictions—the system enforces the rules invisibly, and employees only see appropriate options.
Are there specific car types you'd like to exclude, or would you like help setting up these restrictions?
Q: How can policies help us save money?
US SRC Agents Response: Fantastic question! Smart policies are one of the most effective tools for controlling travel spend. Here's how they drive savings:
Direct Cost Control - Setting price limits prevents expensive outliers and keeps spending predictable
Leveraging Negotiated Rates - Directing employees to preferred rental companies where you've negotiated corporate discounts (sometimes 20-30% off retail rates!)
Automatic Compliance - Employees see only pre-approved options, eliminating expensive out-of-policy bookings
Data-Driven Insights - Policies generate clear reporting on rental expenses, helping you identify further optimization opportunities
Many of our clients report 15-25% savings after implementing structured car rental policies. The key is that policies prevent problems before they happen rather than trying to fix them after the fact.
Would you like me to analyze your current rental spend and suggest specific policies that could maximize your savings?
Q: What are some best practices for creating cost-effective policies?
US SRC Agents Response: Excellent question! I'd love to share the strategies that work best for our most successful clients:
Use Dynamic Pricing - Let the system automatically adapt to market fluctuations rather than constantly updating fixed limits
Leverage Negotiated Rates - Work with your preferred rental companies to secure corporate discounts, then create policies that prioritize these agencies
Clearly Define Allowed Car Types - Be specific about which vehicle categories are appropriate for each employee level to prevent overspending
Regular Review and Adjustment - Schedule quarterly reviews of your policies based on actual travel patterns and spending data
Balance Flexibility and Control - Don't make policies so restrictive that employees struggle to find appropriate vehicles, but maintain enough structure to control costs
Employee Level Differentiation - Create distinct policies for different groups rather than one-size-fits-all approaches
Would you like help implementing any of these best practices for your organization?
Q: How do we create a policy for specific discount codes or billing IDs?
US SRC Agents Response: Great question! This feature is perfect for maximizing your corporate rental agreements. Here's how to set it up:
When creating or editing a policy, you'll find specific fields where you can enter:
Discount codes that your company has negotiated
Billing IDs (also called corporate IDs or AWD numbers) provided by your preferred rental agencies
Once you add these to your policy, the system automatically:
Applies these codes to eligible bookings
Ensures only rentals using these codes count as "in policy"
Passes the information directly to the rental agency
This means employees get your negotiated rates automatically without having to remember codes or enter them manually. It's seamless!
Do you have discount codes or billing IDs from your rental companies that you'd like to set up? I can help you configure these right now!
Q: Can we create different policies for different employee groups?
US SRC Agents Response: Absolutely yes! This is actually one of the most powerful features for managing travel effectively. You can create entirely separate policies based on employee levels or departments, allowing you to tailor rules to specific needs.
For example, you might set up:
Junior staff: Compact cars, $50/day maximum
Mid-level employees: Compact or sedan, $75/day maximum
Senior management: Any car type except luxury, $100/day maximum
Executives: Full flexibility up to $150/day
You could also create department-specific policies if, say, your sales team needs different vehicles than your engineering team.
This approach ensures everyone has appropriate access without over-restricting some groups or over-spending on others. Each employee sees only the options relevant to their level when they search.
Would you like help structuring employee-level policies for your organization?
Q: When and how will I be charged for booking a car rental?
US SRC Agents Response: Excellent question! Understanding the payment process for car rentals helps avoid surprises. Here's exactly how it works:
At Booking:
No charge is made when you book through ITILITE
Your reservation is confirmed but not paid
At Pick-Up Counter: This is when the payment process begins:
1. Card Presentation Required:
The driver on the reservation must present a credit/debit card
The card should ideally be issued in the primary traveler's name
Many rental agencies strictly require this name match
2. Authorization Hold:
The rental company places a "hold" (not a charge yet) on the card
This hold amount typically covers:
Estimated rental cost
Security deposit (varies by company, often $200-500)
Potential fuel or damage charges
Your available credit is reduced, but you're not charged yet
At Drop-Off:
The actual charge is processed when you return the vehicle
Final calculation includes:
Rental days used
Fuel charges (if applicable)
Any damage or late fees
Additional services used (GPS, toll passes, etc.)
The hold is released within 3-10 business days
Important Exception - Billing ID Clients: If your company has a saved Billing ID with a particular rental provider:
No card presentation required at pick-up
The billing goes directly to your company account
This is automatically handled once your admin adds the Billing ID
You'll see this confirmed on your booking voucher
Pro Tips:
Bring the card used for the authorization with you when dropping off
Take photos of the vehicle at pick-up and drop-off
Fill the gas tank before returning to avoid higher fuel charges
Keep your rental agreement until the final charge posts
Would you like help understanding the charges for a specific rental, or do you have questions about your company's Billing ID setup?
Q: Can I make prepaid car rental bookings on the ITILITE platform?
US SRC Agents Response: Let me be direct and clear about this: Currently, no—ITILITE does not support prepaid car rental bookings.
Current Model: All car rentals through ITILITE operate on a postpaid model:
You make the reservation through ITILITE
Payment is not collected at booking time
The rental agency bills you directly
Billing happens after you drop off the car
Why Postpaid? This model offers several benefits:
Flexibility: You're only charged for actual usage
Adjustments: Easy to handle changes to rental duration
Extras: Additional charges (insurance, GPS, fuel) are included in one final bill
Damage/Incident handling: Final charges can include any issues discovered at drop-off
What This Means for You:
You'll need a credit/debit card at the rental counter
The card must be in the driver's name (required by most agencies)
Final billing happens after you complete the rental
No upfront payment through ITILITE
Exception - Billing ID: If your company has established a Billing ID with a rental provider:
The billing goes directly to your corporate account
You don't need to present a personal card
Still postpaid, but company-paid rather than personally paid
Company Expense Management: Since charges occur after drop-off, you may need to:
Submit expense reports after the rental
Wait for corporate card charges to process
Keep rental receipts for reconciliation
Would you like help understanding how to handle car rental expenses in your company's system?
Q: Will I be able to book car rentals from rental agencies or locations not shown on the platform?
US SRC Agents Response: Great question! Let me help you understand how car rental inventory works and what to do if you're not seeing what you need.
Why Options Might Not Appear: If you don't see your expected pickup location or preferred rental agency, it typically means:
The option is unavailable at your searched date/time
No inventory from that provider at that location
The location doesn't exist in our supplier network
First Step: Try Adjusting Your Search Often, slight changes can yield different results:
Adjust Pickup/Drop-off Times:
Try different times of day
Some locations have limited hours
Early morning or late evening might have less availability
Adjust Dates:
Try one day earlier or later
Weekday vs. weekend availability varies
Holiday periods have limited inventory
Try Nearby Locations:
Airport locations vs. city center
Different terminals at large airports
Locations a few miles away might have availability
If Still Not Finding What You Need: Contact our support team via chat and request:
Specific pickup location you need
Desired rental agency
Your travel dates and times
Type of vehicle needed
What Support Can Do:
Check alternative sources
Verify if the location/agency is in our network
Suggest similar nearby options
Submit requests to add new locations/agencies
Important Reality Check: Sometimes the option you want truly isn't available:
Small towns may have limited rental options
Some independent agencies aren't in our network
Peak demand periods sell out
Alternative Solutions:
Book at a nearby major location and arrange transport
Use ride-sharing for short-distance needs
Consider alternative rental providers
Would you like me to connect you with support right now to search for specific rental options?
Q: How can I book a car rental for my trip?
US SRC Agents Response: I'd be happy to walk you through all the ways to book a car rental! ITILITE offers flexible options whether you're creating a complete trip or just need a standalone car. Let me break it down:
OPTION 1: Standalone Car Rental
Method A - From Trip Creation Page:
Go to the Travel section
Look for the booking type switcher
Switch from "Flight" to "Car"
Enter your car rental details
Complete booking
Method B - From Top Navigation:
Look for "Book Car" in the top navigation bar
Click it to go directly to car rental search
Enter details and book
(Note: This option is only visible if enabled during your company setup)
OPTION 2: Adding Car to Existing Trip
Method A - Immediately After Booking:
Complete your flight and/or hotel booking
You'll see a button: "Add Car to This Itinerary"
Click it and proceed with car rental search
Car is automatically linked to your trip
Method B - From Dashboard:
Go to your trip dashboard
Find your existing trip
Below the booked flight/hotel details, look for "Add Car"
Click and complete car rental booking
Automatically linked to the trip
Method C - Pre-Booking Linkage:
Go to the car rental booking page
At the top, you'll see existing trip IDs in a dropdown
Select the trip ID you want to link to
Complete car rental booking
Car is linked even before flight/hotel are booked
Which Method Should You Use?
Use Standalone If:
You only need a car (no flights/hotels)
It's a local trip
You're driving to a nearby meeting
Use "Add to Trip" If:
You have a complete itinerary
You want everything organized together
You're traveling to another city
Pro Tips:
Linking to a trip keeps everything organized
Easier expense reporting when all bookings are linked
Easier to manage changes or cancellations
Trip ID linkage helps with event management
Would you like me to guide you through booking a car rental right now?
Booking Cancellations
Q: How do I cancel my bookings on my own?
US SRC Agents Response: I'd be happy to guide you through the cancellation process! We've made it straightforward, and I can walk you through it step by step based on what type of booking you need to cancel: flight, hotel, or car. Which one would you like to cancel?
For Flight Cancellations:
Navigate to your dashboard
Find the trip and click "Manage"
Click "Cancel Booking"
Select the passengers you want to cancel
Review cancellation fees and refund details
Confirm the cancellation
You'll receive a confirmation email with refund details
For Hotel Cancellations:
Go to your dashboard
Locate the trip and click "Manage"
Click "Cancel Booking"
Select the specific hotel booking (note: not all hotels allow cancelling individual rooms)
Review fees and refund information
Confirm cancellation
Confirmation email will follow
For Car Cancellations:
Navigate to dashboard and switch to "Car Requests" tab
Find the trip and click "Manage"
Click "Cancel Booking"
Confirm cancellation
Receive confirmation email
Important Note: If the cancellation fails for any reason, our support team will reach out within 60 minutes to assist you.
Would you like me to help you cancel something right now?
Membership Programs
Q: How many membership details can I add?
US SRC Agents Response: Great question! On the ITILITE platform, you have the freedom to add up to 15 membership details. This generous limit ensures you can manage all your loyalty programs in one convenient place!
This means you can include:
Multiple airline frequent flyer programs
Various hotel loyalty programs
Rental car memberships
Any combination that suits your travel patterns
Having everything centralized makes it easy to ensure you're always earning points on your bookings without having to remember which programs you belong to each time.
Would you like help adding your membership details, or do you need guidance on which programs to prioritize?
Q: What membership programs does ITILITE support?
US SRC Agents Response: Excellent question! We support a wide range of membership programs to help you earn rewards on your business travel:
Hotel Programs:
Hilton Honours Group
IHG Rewards Club
Airlines: We support all major airlines, including:
American Airlines
United Airlines
Delta Airlines
Southwest Airlines
Alaska Airlines
And many more!
The great news is that once you add your membership numbers to your ITILITE profile, the system can automatically apply them to eligible bookings, making it effortless to earn points.
Are you looking to add specific membership programs to your profile? I can walk you through the process!
Q: Can I get the Loyalty Points on my eligible Employee bookings by default?
US SRC Agents Response: Great question! The answer depends on what type of booking you're making:
Airlines & Rental Cars: Yes! Loyalty membership information is passed and honored automatically. Just make sure your membership numbers are correctly entered in your ITILITE profile, and you're all set.
Hotels: This requires special configuration. Here's what you need to know:
Please contact your Account Manager to get hotel loyalty points enabled
Important trade-off: Enabling this will reduce available hotel inventory
Payment requirement: Your company must be on Central Card or Wallet payment mode
Process change: You'll need to pay at the hotel and raise an expense for reimbursement
Why the difference? Hotels have more complex loyalty integration requirements compared to airlines and rental cars. The configuration ensures you get authentic loyalty-earning rates directly from hotel chains.
Would you like me to connect you with your Account Manager to discuss enabling hotel loyalty points?
Q: Will I get loyalty points on my bookings or not?
US SRC Agents Response: Excellent question! Let me break this down by travel type so you have complete clarity:
Airlines: ✅ Yes, automatically!
As long as you've entered your loyalty membership number correctly in your ITILITE profile (or during booking)
Your status will be reflected with the airline
You'll earn loyalty points just like any direct booking
Rental Cars: ✅ Yes, but requires action at pickup
You need to provide your membership number to the rental car company when picking up the vehicle
The rental agent will attach it to your reservation
Points will be credited according to the rental company's program
Hotels: ⚠️ Requires verification
Contact Support via chat before booking
Ask if your selected hotel is eligible for loyalty points
Only book for loyalty if Support confirms eligibility
Not all hotel rates include loyalty point earning
Pro Tip: Add all your membership numbers to your ITILITE profile once, and you won't have to enter them repeatedly for flights!
Would you like help verifying a specific hotel's loyalty eligibility or adding membership numbers to your profile?
Q: Why are the hotel rooms that allow a user to earn loyalty points priced higher compared to other rooms?
US SRC Agents Response: That's a very astute observation! Let me explain the pricing dynamics:
The Hotel Industry Reality: Hotels create different rate propositions to attract customers through various channels. Think of it like airline tickets—there are different fare classes with different benefits.
Why Loyalty Rates Cost More:
Loyalty-earning rates include the full benefits of the hotel's rewards program
Discounted rates often exclude benefits like loyalty points, elite status recognition, room upgrades, etc.
Hotels compensate for the loyalty benefits they're providing by pricing these rates slightly higher
What We Do: We source hotel rates from multiple channels, which allows us to show you different combinations:
Lower price, no loyalty points
Higher price, with loyalty points
Various combinations in between
Your Choice: You can decide what's more valuable:
Saving money on the room rate
Earning loyalty points toward free nights and status
For frequent travelers building status, the loyalty-earning rates often provide better long-term value. For occasional travelers, the lower rate might make more sense.
Would you like help evaluating which option is better for your specific travel patterns?
Q: Are loyalty points supported on mobile app bookings?
US SRC Agents Response: Great question! As of January 2023, loyalty point passing is supported only on Web Bookings.
Currently:
✅ Web platform: Full loyalty support
⏳ Mobile app: Coming soon
What This Means: If earning loyalty points is important for a specific booking, I'd recommend making that reservation through our web platform to ensure your membership information is properly passed to the airline, hotel, or rental company.
The Good News: We're actively working on bringing this feature to the mobile app, and it will be available soon. Our development team prioritizes features that matter most to our travelers!
Workaround for Now: If you prefer mobile booking for convenience but want loyalty points, you can:
Search on mobile to find your preferred option
Note the details
Complete the actual booking on web
Would you like help with a web booking to ensure you earn your loyalty points?
Q: What should I do if the name listed on their loyalty program does not match the name in the Traveler info section of their ITILITE profile?
US SRC Agents Response: Excellent question—this is really important for ensuring you earn your loyalty points! Here's what you need to know:
The Problem: Many airlines, hotels, and rental car companies will not attach loyalty benefits to a booking if the names don't match exactly between:
Your loyalty program account
Your ITILITE traveler profile
The Solution: Before making your booking, you need to:
Contact the airline/hotel/rental car company directly
Request they update the name in your loyalty program profile to match your legal travel documents
Ensure exact matching (including middle names, suffixes, etc.)
Why This Matters: Airlines and hotels use name matching as a security measure to prevent loyalty fraud. Even small discrepancies (like "Bob" vs. "Robert") can cause your points to not be credited.
Alternative Approach: If updating your loyalty program name is complicated, you could also update your ITILITE traveler profile to match your loyalty program—but remember, your ITILITE profile should match your passport/ID for travel purposes.
Would you like help determining the best approach for your specific situation, or do you need contact information for your loyalty programs?
Q: Why can I not see my booking made on ITILITE, on the hotel/airline app?
US SRC Agents Response: I understand this can be concerning! Let me explain what's likely happening and how we can resolve it:
What's Usually Happening: Sometimes there's a brief delay or a minor glitch in the underlying systems that causes bookings to not immediately appear in the hotel or airline's app. This is typically a data synchronization issue, not a booking problem.
Your Booking Is Still Valid: The most important thing: your booking is confirmed and secure even if it's not showing in the app yet.
What You Can Do:
Option 1: Wait a Bit
Sometimes it takes a few hours for bookings to sync to the airline/hotel app
Try logging out and back in to the app
Option 2: Call the Airline/Hotel Directly
Use your confirmation number from ITILITE
They can verify your booking in their system
Often they can see it in their system even if the app isn't showing it
Option 3: Contact Us
Reach out to ITILITE support via chat or phone
We can confirm your booking details instantly
We can contact the airline/hotel on your behalf if needed
For Peace of Mind: I recommend having your ITILITE confirmation email saved or screenshotted on your phone. This serves as your official proof of booking regardless of what apps show.
Would you like me to verify your specific booking right now to give you complete confidence?
Q: How do I earn loyalty points with hotels?
US SRC Agents Response: Great question! Earning loyalty points with hotels through ITILITE is straightforward when you know what to look for. Here's your complete guide:
Step 1: Find Eligible Rooms Look for the special tag: "Earn Loyalty Points"
Only rooms with this tag are eligible
These appear during your hotel search
They may be priced slightly higher (but you're earning points!)
Step 2: Add Your Membership Details On the confirmation page after selecting your room:
You'll see a field to add your hotel loyalty membership number
Enter the number for the appropriate hotel chain
This ensures your membership details are passed to the hotel at booking time
Step 3: Verify at Check-In When you arrive at the hotel:
Confirm they have your loyalty number on file
Verify you'll earn points for the stay
Get any additional elite benefits you're entitled to
Important Notes:
Not all rates are loyalty-eligible (hotels control this)
The "Earn Loyalty Points" tag is your guarantee
Points typically post within 1-2 weeks after checkout
Pro Tip: Add your most-used hotel loyalty numbers to your ITILITE profile permanently, so you don't have to enter them every time!
Would you like help finding a loyalty-eligible hotel for your next trip?
Q: How do I earn loyalty points for my rental car bookings?
US SRC Agents Response: Great question! Earning loyalty points for rental cars is simple, but it requires one important step at pickup. Here's exactly what to do:
The Process: When you arrive at the rental car counter to pick up your vehicle:
Inform the agent that you'd like to add your loyalty membership number
Provide your membership number (have it ready on your phone or written down)
The agent will attach it to your rental agreement
Verify it appears on your rental contract before leaving the counter
Why It Works This Way: Unlike airlines where we can pass the information at booking time, rental car companies prefer to collect loyalty information at the point of rental. This gives them flexibility for upgrades and ensures accuracy.
Pro Tips:
Bring your physical loyalty card if you have one (though the number alone usually works)
Do this before leaving the counter—it's difficult to add afterward
Take a photo of your contract showing your loyalty number was added
Points typically post within 2-4 weeks after you return the vehicle
Supported Programs: We support all major rental car loyalty programs (Hertz Gold Plus, Enterprise Plus, National Emerald Club, etc.)
Do you have your rental car loyalty membership numbers handy, or would you like help signing up for these programs?
Q: How do I earn loyalty points for my flight bookings?
US SRC Agents Response: Excellent question! Earning loyalty points on flights is straightforward and happens automatically when set up correctly. Here's your complete guide:
The Simple Process:
Add membership numbers to your ITILITE profile (one-time setup)
When booking, select the appropriate frequent flyer number for that airline
The system automatically passes your membership information to the airline
Points earn automatically just like booking directly with the airline
Setting Up Your Profile: Navigate to your ITILITE Profile → "Membership Information" section
Add all your airline loyalty programs
Save them permanently
You can add up to 15 different memberships
During Booking:
The system will show you your saved membership numbers
Select the one that matches your flight's airline (or partner airlines)
Confirm it's attached before finalizing the booking
Important Notes:
Make sure the name on your loyalty account matches your ITILITE profile exactly
For partner airlines (e.g., using United miles for a Lufthansa flight), select the program where you want points to credit
Your elite status will be reflected in your booking automatically
After Your Flight: Points typically post within 3-7 days after flight completion. If they don't appear, contact the airline directly with your confirmation number.
Would you like help adding your frequent flyer numbers to your profile right now?
Q: How do I add/delete membership details to my profile?
US SRC Agents Response: I'd be happy to walk you through managing your membership information! This is a one-time setup that makes all your future bookings easier. Here's how:
Accessing Membership Information:
Go to your ITILITE Profile (click your profile icon in the top right)
Navigate to the "Membership Information" section
You'll see options to manage all your loyalty programs
Adding Memberships:
Click the "Add" button
Select the program type (Hotel, Flight, or Car Rental)
Choose the specific program (e.g., United MileagePlus, Hilton Honors)
Enter your membership number exactly as it appears on your loyalty card
Add your name as it appears in the loyalty program
Save
Deleting Memberships:
Find the membership you want to remove
Click the delete/remove icon next to it
Confirm deletion
Editing Memberships:
Click the edit icon next to the membership
Update the information
Save changes
Generous Limit: You can add up to 15 membership details total, which should cover all your frequently used programs!
Pro Tip: Add all your memberships now, even ones you don't use often. Having them saved means you won't miss earning points on any future booking!
Would you like me to guide you through adding your memberships right now?
Hotel Booking Questions
Q: How do I book a different room type or rate plan for a hotel?
US SRC Agents Response: Great question! I understand you'd like to explore different room options. Here's how this works:
Why You're Seeing Specific Room Types: Our algorithms are designed to display the best available rates automatically. This means we typically show the most cost-effective room type for each hotel—usually the most affordable option that meets quality standards.
How to Book a Different Room Type: Since other room types or rate plans aren't always displayed in the search results, here's what to do:
Reach out to our support team via:
Chat (fastest option)
Phone call
Email
Let us know:
Which hotel you're interested in
What room type you'd like (e.g., suite, king bed, ocean view)
Any specific rate plan you need (e.g., breakfast included, flexible cancellation)
We'll Process Your Request: Our team will check availability and pricing for your preferred room type and help you complete the booking.
Why This Process? Showing all possible room types for every hotel would make search results overwhelming and slow. By showing the best value options first while offering personalized support for special requests, we balance efficiency with flexibility.
Would you like me to connect you with our support team right now to explore room options for a specific hotel?
Q: Unable to find a specific hotel?
US SRC Agents Response: I understand you're looking for a particular hotel! Let me help you understand how our hotel display works and how to find what you need:
How Our Display Works: To make booking effortless, we curate options and display our top 4-5 recommended hotels based on:
Your company's travel policy
Best value for the area
Quality ratings
Location convenience
Finding More Options: If your preferred hotel isn't in the initial recommendations:
Click the "Explore More" link
This shows the complete list of available hotels
Use filters to refine your search
If Still Not Available: If your preferred hotel doesn't appear even in "Explore More," unfortunately that hotel may not be currently available in our inventory for your travel dates.
Why This Might Happen:
The hotel might not be contracted with our suppliers
No availability for your specific dates
The hotel might not meet your company policy requirements
Price exceeds your policy limits
The Good News: Our tech team continuously works to expand our inventory. Hotels are added regularly based on:
Traveler requests (like yours!)
Popular destinations
Corporate partnerships
What You Can Do:
Try adjusting your travel dates slightly
Check nearby hotels that might meet your needs
Contact support to request the specific hotel be added to our inventory
Would you like help finding alternative hotels in the same area, or should I submit a request to add your preferred hotel?
Q: What are the types of hotels that I can choose for my stay?
US SRC Agents Response: Great question! The hotel options available to you are specifically tailored by your organization as part of your company's travel policy.
How It Works: Your company's administrators have configured policies that determine:
Star ratings you can book (e.g., 3-star to 4-star)
Price limits per room per night
Specific hotel brands or properties (preferred/blocked)
Location-based rules (different limits for different cities)
Special amenities requirements or restrictions
Why These Policies Exist:
Control travel costs effectively
Ensure employee safety and comfort
Leverage negotiated corporate rates
Maintain consistent standards across the organization
Your View: When you search for hotels, you'll see only options that comply with your policy. This actually makes booking easier—you don't have to second-guess whether something is approved!
Want More Details? For specific questions about your policy, such as:
Why certain hotels aren't showing
What your specific price limits are
Requesting policy changes
Reach out to:
Your organization's travel administrator
Your HR or finance department
Your manager (for exception requests)
Would you like help understanding which hotels are available for a specific upcoming trip, or do you have concerns about your current policy?
Q: Why can I see limited hotel options?
US SRC Agents Response: Great question! Let me explain why you're seeing a curated selection rather than hundreds of options:
Our Approach: To make your business travel booking effortless, we curate options and display our top 4-5 recommended hotels that are:
Within your company's travel policy
Best value for price and quality
Highly rated by previous guests
Conveniently located for your destination
This Actually Helps You: Imagine scrolling through 200 hotels for every search—it would be overwhelming and time-consuming! Our curation saves you from "analysis paralysis" and highlights the best choices.
Accessing the Full List: If you want to see more options:
Click the "Explore More" link
View the complete list of available hotels
Use filters to refine by:
Price
Star rating
Amenities
Distance from your destination
Guest ratings
Why We Recommend This: Most travelers find what they need in the top recommendations, but power users who want complete control love the "Explore More" option. Best of both worlds!
Still Not Finding What You Need?
Check if your search dates are flexible
Verify your company policy limits
Contact support for specific hotel requests
Would you like help exploring more hotel options for your upcoming trip?
Flight-Related Questions
Q: Why are the seat prices different on the airline website compared to what ITILITE shows?
US SRC Agents Response: Excellent observation! There are actually some very good reasons for price differences, and I'm happy to explain:
Reason 1: Membership/Loyalty Pricing You might have access to special member rates on the airline's website that aren't available through corporate booking platforms like ITILITE. These can include:
Frequent flyer member discounts
Credit card holder benefits
Special promotional rates tied to your airline account
Reason 2: Rare Technical Discrepancies In some uncommon cases, our supplier partners might not fetch the exact seat prices for your specific fare class correctly. This is rare, but it can happen.
What We Do About It:
We continuously monitor pricing accuracy
We work with suppliers to correct discrepancies
Important: If you notice a price difference, please report it to us!
We'll Make It Right: If you pay a higher seat price through ITILITE than what was available directly, we can provide a refund for the price difference. Just:
Contact support with your booking details
Provide evidence of the lower price
We'll process the refund
Why Book Through ITILITE Despite This?
Centralized expense management
Policy compliance
Corporate rate advantages on the base fare
Simplified approval processes
Would you like me to help you check a specific seat price, or report a discrepancy?
Q: Why are special characters not allowed in the travelers' names while booking?
US SRC Agents Response: Great question! This is actually about ensuring your booking goes through successfully. Let me explain:
The Technical Reality: The majority of airlines and travel vendors do not accept special characters in traveler names in their booking systems. Special characters include:
Accents (é, ñ, ü, etc.)
Apostrophes (')
Hyphens in certain positions (-)
Periods and other punctuation
What We Do: To facilitate successful transactions and prevent booking failures, we automatically remove special characters from traveler names during the booking process.
Important: Your Travel Documents Are Fine! This doesn't affect your ability to travel. Here's why:
Airlines use a simplified name matching system
"José" becomes "Jose" in the booking system
Your passport still shows "José"
Airport security accepts reasonable name variations
The key is that the core name matches
Real-World Example:
Your passport: María O'Brien-González
Booking system: Maria OBrien Gonzalez
Result: ✅ No issues at check-in or security
If You're Concerned: For international travel with complex names, many airlines recommend:
Using the basic version of your name
Avoiding special characters
Ensuring first and last names are clearly distinguishable
This is industry-standard practice, not unique to ITILITE!
Do you have a specific name concern for an upcoming booking? I can help verify it will work correctly!
Cancellation and Rescheduling
Q: How do I raise a cancellation and rescheduling request on the ITILITE platform?
US SRC Agents Response: I'd be happy to guide you through both processes! Let me break this down clearly:
CANCELLATION PROCESS:
Step 1: Navigate to your trip dashboard and select the trip
Step 2: Click on the Trip ID—the section will expand showing "Reschedule Booking" and "Cancel Booking" buttons
Step 3: Click "Cancel Booking"
Step 4: Select:
The traveler you're canceling for
The specific sector/segment to cancel
Step 5: Click "View Cancellation Charges" to see:
Original booking amount
Cancellation fees
Refund amount
Step 6: Click "Continue to Cancel"
Step 7: Final confirmation screen appears—click "Yes" to proceed
Step 8: Receive confirmation email
If Cancellation Charges Aren't Available:
You can request charges via email by clicking the button
Or proceed with cancellation without seeing charges first
RESCHEDULE PROCESS:
To be updated
Q: How do I book a different fare type or class for an airline?
US SRC Agents Response: Great question! I understand you're looking for a specific fare type or cabin class. Here's how this works:
Our Display Logic: ITILITE algorithms are designed to show the best available rates automatically. This means we typically display the most cost-effective fare type for each flight, helping you (and your company) save money.
Why You Might Want a Different Fare:
Fare flexibility: Refundable vs. non-refundable
Baggage allowance: Basic economy vs. standard economy
Seat selection: Free selection vs. paid
Cabin class: Premium economy, business, or first class
How to Book a Different Fare Type: Since all fare variations aren't displayed in search results, here's what to do:
Contact our support team via:
Chat (fastest response)
Phone call
Email
Tell us:
Which flight you're interested in
What fare type you need (e.g., "flexible/refundable fare")
Why you need it (helps us find the best match)
We'll Process Your Request: Our team will check availability and pricing for your preferred fare type and help complete the booking.
Policy Consideration: Keep in mind that different fare types may be subject to your company's travel policy approval if they exceed standard pricing.
Would you like me to connect you with support to explore fare options for a specific flight?
Q: Can a flight ticket be rescheduled within 2 hours of departure time?
US SRC Agents Response: Unfortunately, no—and I apologize for any inconvenience this causes. Here's the reality of the situation:
The Hard Truth: Most airlines do not allow changes within 2 hours of departure. At that point, the ticket is typically considered a "no-show" by airline policies.
Why This Policy Exists:
Airlines finalize passenger manifests 1-2 hours before departure
Seats are released to standby passengers
Check-in closes (typically 30-45 minutes before departure)
Gate assignments and crew planning are finalized
What This Means: If you need to change your flight and it's within 2 hours of departure, the original ticket will likely be forfeited, and you'll need to book a new flight.
What You Can Do: If you haven't checked in yet and it's within 2 hours:
Contact us immediately—very rarely airlines make exceptions
Be prepared that you may need to purchase a new ticket
Check if your original ticket creates a travel credit
Best Practice Going Forward:
Make changes as soon as you know your plans have shifted
Most airlines allow changes up to 24 hours before departure
Set alerts for your flights to avoid last-minute scrambling
Current Situation Help: If you're facing this situation right now, contact our support team immediately. While we cannot guarantee a change is possible, we'll explore every option available.
Is there a specific flight you need help with urgently?
Baggage Policy
Q: Where can I find the baggage policy for the airline?
US SRC Agents Response: Excellent question! Baggage policies can vary significantly by airline, so it's important to check the specific rules for your carrier.
Quick Access: We maintain a comprehensive list of baggage policies for all major airlines. Each airline link provides detailed information about:
Number of bags allowed (carry-on and checked)
Dimensions and weight limits
Fees for additional baggage
Special items policies (sports equipment, musical instruments, etc.)
International vs. domestic differences
Airlines Are Listed Alphabetically: The document contains direct links to baggage policies for carriers from A to Z, including:
Major US carriers (American, Delta, United, Southwest)
International airlines (Air France, British Airways, Emirates, Lufthansa)
Regional carriers
Budget airlines
Specific Information You'll Find:
Carry-on allowances: Size and weight restrictions
Checked baggage: Number of free bags by fare class
Excess baggage fees: Cost per additional bag
Overweight/oversize charges: Fees for bags exceeding limits
Special item policies: Sports equipment, pets, etc.
Pro Tips:
Baggage policies often vary by route (domestic vs. international)
Your elite status may provide additional allowances
Some credit cards offer free checked bags as a benefit
Policies can change—check before each trip
Need Immediate Help? If you're looking for a specific airline's baggage policy right now, I can point you directly to it, or if you have questions about how much baggage is included in your specific booking, I can look that up for you!
Which airline are you flying with?
Frequent Flyer Information
Q: How to add a frequent flyer number?
US SRC Agents Response: Great question! Adding your frequent flyer information is simple and ensures you never miss earning miles. Here's how to set it up:
Accessing Your Profile:
Log in to your ITILITE account
Click on your profile icon (typically in the top right corner)
Select "Profile" from the dropdown menu
Adding Frequent Flyer Numbers:
Navigate to the "Membership Information" section
Click "Add Membership"
Select "Flight" as the membership type
Choose your airline from the dropdown
Enter your frequent flyer number exactly as it appears on your airline account
Enter your name as registered with the airline
Click "Save"
Pro Tips:
Add all your frequent flyer programs (you can add up to 15!)
Double-check numbers for accuracy—incorrect numbers mean no miles
Include your member name exactly as registered with the airline
Keep this information updated if you change any airline programs
Why Do This? Once saved, your frequent flyer numbers will be available for selection during flight bookings, making it effortless to earn miles on every trip!
During Booking: The system will prompt you to select which frequent flyer program to credit miles to (useful when booking partner airline flights).
Would you like me to walk you through adding your frequent flyer numbers right now?
To be Contd…
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