Last Updated: February 19, 2026
Total Templates: 50+ Master Templates with Conditional Variations
TABLE OF CONTENTS
Flight Bookings (4 templates)
Hotel Bookings (5 templates)
Combined Bookings (1 template)
Car Rentals (5 templates)
Booking Changes & Reschedules (2 templates)
Cancellations & Refunds (8 templates)
Payment Issues (11 templates)
CC Authorization Failures (4 templates)
Unavailable Options (3 templates)
Service Updates (9 templates)
Client Specific Email Templates (1 Template)
Membership & Loyalty (2 templates)
Policies & Guidelines (4 templates)
QUICK REFERENCE GUIDE
All Available Email Templates at a Glance
SECTION 1: Flight Bookings (4 templates)
1.1 Flight Booking Confirmation
1.2 Paid Seats - Manual Booking
1.3 Flight Reconfirmation Email
1.4 Seat Booking Failed → Resolved
SECTION 2: Hotel Bookings (5 templates)
2.1 Hotel Booking Confirmation
2.2 Hotel Manual Options Request
2.3 Pay at Hotel (Pre-Booked)
2.4 Long Duration Hotel Stay Request
2.5 Resort Fee Correction & Refund
SECTION 3: Combined Bookings (1 template)
3.1 Flight & Hotel Booking Confirmation
SECTION 4: Car Rentals (5 templates)
4.1 Car Rental Options (Manual)
4.2 Car Rental - IL Platform Options
4.3 Car Rental Confirmation
4.4 Car Rental with Membership Number - Rate Change
4.5 Car Rental Service Fee - Payment Link
SECTION 5: Booking Changes & Reschedules (2 templates)
5.1 Flight Reschedule Request - Options Provided
5.2 Membership & Seat Acknowledgement Update
SECTION 6: Cancellations & Refunds (8 templates)
6.1 Cancellation Confirmation - Booked Trip
6.2 Cancellation Request - Non-Booked Trip
6.3 Refund Confirmation - Flight & Hotel
6.4 Refund from Channel Partners
6.5 Unused Flight Credit - Expired
6.6 Unused Flight Credit - Already Used
6.7 FTC Transfer Request - Different Traveler
6.8 FTC Balance Refunded by Airline in Error
SECTION 7: Payment Issues (11 templates)
7.1 Payment Declined - General Acknowledgement
7.2 Credit Card Payment Failed
7.3 Payment Failed - Stripe Validation Issue
7.4 Missing Credit Card on Profile
7.5 Expired Credit Card
7.6 Unresolved Payment Issues
7.7 Fare Increased - Tolerance Exceeded (Same Options Available)
7.8 Fare Increased - Tolerance Exceeded (Close Alternate Available)
7.9 Fare Increased - Tolerance Exceeded (No Suitable Options)
7.10 Booking Confirmation - Post Tolerance Approval
7.11 Hotel Payment Issue - CC Authorization Failed
SECTION 8: CC Authorization Failures (4 templates)
8.1 Next Day Check-In - To Trip Creator
8.2 Same Day Check-In - To Trip Creator
8.3 Next Day Check-In - To Traveler
8.4 Same Day Check-In - To Traveler
SECTION 9: Unavailable Options (3 templates)
9.1 Flight, Hotel & Car Sold Out
9.2 IL Options Not Available on Channel Partners
9.3 Xendit Users - Manual Options Not Customizable
SECTION 10: Service Updates (9 templates)
10.1 Server Maintenance Notice
10.2 Budget Generated - Travel Options Available
10.3 Booking Confirmation Delay (TAT Breach - New Booking)
10.4 Change Confirmation Delay (TAT Breach - Changes/Cancellations)
10.5 Requesting Additional Time for Booking Confirmation
10.6 Chat Interrupted - Unknown Issue
10.7 Chat Interrupted - Issue Resolved but Unacknowledged
10.8 Missed Chat Due to Technical Issue
10.9 Expense Query Acknowledgement
SECTION 10.10 : Client Specific Email Templates (2 templates)
SECTION 11: Membership & Loyalty (2 templates)
11.1 Prepaid Booked - Room Not Eligible for Loyalty
11.2 Charged Reshop Service Fee Explanation
SECTION 12: Policies & Guidelines (4 templates)
12.1 Price Match Policy
12.2 Invoice Feature Update
12.3 Events Calendar (ICS File) - SBT Bookings
12.4 Multiplier Manual Request
SECTION 1: FLIGHT BOOKINGS
Template 1.1: Flight Booking Confirmation (SBT/Non-SBT)
Subject Line: USE SBT EMAIL SUBJECTS
When to Use: Immediate flight confirmation emails for all SBT and Non-SBT flight bookings
Tone: Professional & Warm blend
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We noticed that you attempted to complete this booking but unfortunately the payment was not successful due to [Specific Reason: Insufficient Funds / Card Expired / etc.].
We request you to please update your card information and reattempt to make the payment and complete this booking.
Please Note: The prices on this trip are dynamic and subject to fluctuations. Therefore, we cannot guarantee or hold these prices until the payment and booking process is finalized.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
Template 1.2: Paid Seats - Manual Booking
Subject Line: USE SBT EMAIL SUBJECTS
When to Use: When seats have been manually booked with additional charges or free upgrades
Tone: Professional & Warm blend
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We're happy to inform you that your requested seat has been successfully confirmed.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
Template 1.3: Flight Reconfirmation Email
Subject Line: USE SBT EMAIL SUBJECTS
When to Use: 24-48 hours before departure as a helpful reminder with check-in information
Tone: Professional & Warm blend
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Your flight ticket from [From Location] to [To Location] for travel on [Date] is confirmed.
To help you prepare, check-in for your flights opens 24 hours before departure. Please find below the details you'll need for online check-in:
Please find the attached flight voucher for your reference.
We have also updated the following details:
[Airline Name] Membership Number: [Number]
Redress Number / TSA Precheck / Known Traveller Number: [Details]
Seats: [Seat Details]
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE!
Template 1.4: Seat Booking Failed → Resolved
Subject Line: USE SBT EMAIL SUBJECTS
When to Use: When initial seat booking failed but has now been successfully resolved
Tone: Professional & Reassuring
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We're pleased to inform you that your seat is now confirmed. Please find the following confirmed seat details and the attached voucher for your reference.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE!
SECTION 2: HOTEL BOOKINGS
Template 2.1: Hotel Booking Confirmation (SBT/Non-SBT)
Subject Line: USE SBT EMAIL SUBJECTS
When to Use: Immediate hotel confirmation emails for all bookings
Tone: Professional & Warm blend
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We are pleased to inform you that your hotel reservation at [Hotel Name] has been confirmed for your stay from [Check-in Date] to [Check-out Date].
Please find attached a copy of your booking confirmation for your reference, which contains all the details of your reservation, including the room type, check-in and check-out times.
We have also updated your Hotel membership number ([Number]) to the reservation.
Thank you for choosing to book with us. Our priority is to offer our customers a hassle-free and seamless experience, and we hope your upcoming business trip will be smooth and effortless.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
Template 2.2: Hotel Manual Options Request
Subject Line: USE SBT EMAIL SUBJECTS
When to Use: When presenting manual hotel options for traveler review before confirmation
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Per your request, please review the hotel details below and let us know if we can proceed with the booking.
Please note that the fares and prices provided in these options are subject to change until the booking is confirmed.
We value your input and strive to accommodate your needs.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
Template 2.3: Pay at Hotel (Pre-Booked)
Subject Line: USE SBT EMAIL SUBJECTS
When to Use: When hotel booking is confirmed but payment must be made at check-in
Tone: Professional & Clear
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Per your request, your accommodation in [Hotel Name] from [Check-in Date] to [Check-out Date] is confirmed.
Please be informed that the payment for this hotel booking must be paid directly at the property at the time of check-in.
Please find attached hotel vouchers for your reference.
We have also updated the following details:
[Hotel Name] Membership Number: [Updated]
Thank you for choosing to book with us. Our priority is to offer our customers a hassle-free and seamless experience, and we hope your upcoming business trip will be smooth and effortless.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
Template 2.4: Long Duration Hotel Stay Request
Subject Line: Long Duration Hotel Stay - Special Request ([Trip ID])
When to Use: When handling extended stays (30+ days) that require manual negotiation
Tone: Professional & Accommodating
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We understand that your upcoming stay may require a longer duration than usual, and we are more than happy to assist you in finding the perfect option to accommodate your needs. Long duration hotel stays are considered as a special request and are handled outside the platform.
To better serve you, we kindly request you to share your preferred options and any specific requirements you may have for your extended stay:
Please provide:
Preferred Location: [_______________]
Specific Hotel Name (if preferred): [_______________]
Room Type: [_______________]
Any Special Requests: [_______________]
Once we receive your preferences, our dedicated team will work diligently to curate a selection of options that meet your criteria. We will then provide you with a personalised quote, ensuring that you receive the best value for your extended stay.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
Template 2.5: Resort Fee Correction & Refund
Subject Line: Resort Fee Refund - [Hotel Name] ([Trip ID])
When to Use: When resort fees were incorrectly charged and a refund is being processed
Tone: Warm & Apologetic
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We are writing to you regarding your recent booking (Trip ID: [XXXX-XXXX]). We would like to bring to your attention that due to a technical error from our channel partner, we collected the resort fee for your hotel booking. The resort fee is something that needs to be paid directly to the hotel during your stay.
We sincerely apologize for any confusion or inconvenience this may have caused.
We have already initiated the refund of the resort fee of $[XXX], which will be returned to the same credit card used to book this trip. This refund will reflect in your account within the next 3-5 business days.
If you have any questions or need clarification, please feel free to reach out to us anytime. You can call us at +1 833 460 5669 or email us at bookings@itilite.com. We're always here to help!
Team ITILITE!
SECTION 3: COMBINED BOOKINGS
Template 3.1: Flight & Hotel Booking Confirmation
Subject Line: USE SBT EMAIL SUBJECTS
When to Use: When booking includes both flight and hotel components
Tone: Professional & Warm blend
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We are pleased to inform you that your flight ticket from [Departure City] to [Arrival City] for the travel date of [Travel Date] has been confirmed.
Furthermore, your hotel reservation at [Hotel Name] has been confirmed for your stay from [Check-in Date] to [Check-out Date].
Please find attached a copy of your booking confirmation for your reference. This confirmation contains all the necessary information about your flight and hotel reservations, including the flight and hotel details.
We have also updated your [Airline Name] membership number and [Redress Number / TSA Precheck / Known Traveller Number] to your reservation.
Seats: [Seat Details]
Thank you for choosing to book with us. Our priority is to offer our customers a hassle-free and seamless experience, and we hope your upcoming business trip will be smooth and effortless.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
SECTION 4: CAR RENTALS
Template 4.1: Car Rental Options (Manual)
Subject Line: USE SBT EMAIL SUBJECTS
When to Use: Presenting multiple car rental options for traveler selection
Tone: Professional & Helpful
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Per your request, please find below the car rental options with [Vendor] for your reference.
Kindly select your suitable option above and we will confirm the same. Please note that the price is not guaranteed until booked.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
Template 4.2: Car Rental - IL Platform Options
Subject Line: USE SBT EMAIL SUBJECTS
When to Use: When options are available through IL (ITILITE) platform for direct selection
Tone: Professional & Direct
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Please be informed to select the car type option provided on our platform and proceed with the booking. Please note that the price is not guaranteed until booked.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE!
Template 4.3: Car Rental Confirmation
Subject Line: USE SBT EMAIL SUBJECTS
When to Use: Confirming completed car rental booking
Tone: Professional & Warm
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Per your request, the car rental with [Vendor] is confirmed. Please find attached the confirmation voucher for your reference.
Kindly note that the booked car rental is with [Vendor] and it may not be under the corporate deal with your company. You will need to pay for the car rental at the counter.
Thank you for choosing to book with us. Our priority is to offer our customers a hassle-free and seamless experience, and we hope your upcoming business trip will be smooth and effortless.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE!
Template 4.4: Car Rental with Membership Number - Rate Change
Subject Line: Car Rental - Membership Rate Update ([Trip ID])
When to Use: When adding membership number changes the rate and requires traveler acknowledgement
Tone: Professional & Transparent
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
As discussed during our conversation, we have reached out to [National/Enterprise/Avis] Car Rental regarding the addition of your membership number ([XXXXXXXXXX]).
Please note that because the booking is confirmed under a corporate discounted rate, the inclusion of your membership number alters the rates:
Original Rate: $2,397.97
Updated Rate with Membership: $2,732.20
Representatives from [Vendor] have suggested that you provide your membership number upon car pickup at the counter to ensure the membership benefits are applied.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
Template 4.5: Car Rental Service Fee - Payment Link
Subject Line: Payment for Car Rental Service Fee - [Location] ([Trip ID])
When to Use: Sending payment link for ITILITE service fee (vendor charges paid separately at pickup)
Tone: Professional & Clear
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We are pleased to inform you that we have successfully booked your car rental for Trip ID [XXXX-XXXX].
We wanted to clarify that ITILITE only charges a service fee on car rental trips and the total booking value must be paid directly to the Car Rental Company at the time of pickup.
To complete the payment of the $[XX] ITILITE service fee, we kindly request that you use the following payment link: [INSERT STRIPE PAYMENT LINK HERE]
Our top priority is to provide you with a hassle-free and seamless experience, and we are committed to ensuring that your upcoming business trip is just that - smooth and effortless.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE!
SECTION 5: BOOKING CHANGES & RESCHEDULES
Template 5.1: Flight Reschedule Request - Options Provided
Subject Line: USE SBT EMAIL SUBJECTS
When to Use: Offering alternative flight options when traveler requests schedule change
Tone: Professional & Accommodating
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We understand that plans can change, and we want to ensure your travel experience remains hassle-free. As a valued customer, we are pleased to offer you the following flight options.
Current Booking:
Old Fare: $[XXX]
Available Options:
Fare Difference: $[XXX]
Please note that fares are not guaranteed until booking is confirmed.
To proceed with any of these suggested options, we kindly request that you respond to this email. If you have any specific preferences or requirements, please feel free to let us know. We value your input and strive to accommodate your needs.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE!
Template 5.2: Membership & Seat Acknowledgement Update
Subject Line: Your Membership & Seat Details Updated ([Trip ID])
When to Use: Confirming updates to membership numbers and seat assignments after booking
Tone: Professional & Confirmation-focused
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Please be informed that we have updated the following details:
Seat Assignments:
Thank you for choosing to book with us. Our priority is to offer our customers a hassle-free and seamless experience, and we hope your upcoming business trip will be smooth and effortless.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE!
SECTION 6: CANCELLATIONS & REFUNDS
Template 6.1: Cancellation Confirmation - Booked Trip (Flight & Hotel)
Subject Line: USE SBT EMAIL SUBJECTS
When to Use: Confirming cancellation of booked flight and/or hotel with refund details
Tone: Professional & Clear
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Per your request, we have cancelled your flight ticket and hotel reservation. Please find the details below:
Flight Cancellation:
Airline PNR: [XXXXXX]
First Name: [XXXXX]
Last Name: [XXXXX]
Ticket Number: [XXXXXXXXXXX]
Valid Until: [Date]
Ticket Value: $[XXX.XX] (Future Travel Credit)
Please note: Flight booking is non-refundable and the value of the ticket can be used as future credit. Changes are permitted without any charges, and any fare difference will be applicable.
Hotel Cancellation: Please be informed that the hotel reservation has been cancelled within the cancellation policy, and the amount will be refunded back to your form of payment once we receive the same from the hotel.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE!
Template 6.2: Cancellation Request - Non-Booked TripSubject Line: USE SBT EMAIL SUBJECTS
When to Use: When traveler requests cancellation of a trip that hasn't been booked yet (budget/pending approval status)
Tone: Professional & Informative
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
STATUS: Budget Generated Please be informed that per your request, there is no booking made and no reservation has been confirmed with this Trip ID [XXXX].
OR
STATUS: Pending Approval Please be informed that per your request, we see that there is no booking made and no reservation has been confirmed with this Trip ID [XXXX]. We see that the trip is under Cost Approval Pending. Hence, please reach out to your approver to reject this Trip.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE!
Template 6.3: Refund Confirmation - Flight & HotelSubject Line: Refund Processed for Your Cancelled Trip ([Trip ID])
When to Use: Confirming refund processing for cancelled bookings
Tone: Professional & Reassuring
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Per your request, we have cancelled the flight for the travel sectors from [XXX] to [XXX]. The refund value will be processed once we receive the same from the airline.
Flight Details:
Passenger Name: [Name]
Airline PNR: [Number]
Ticket Number: [Number]
Also, your accommodation with [Hotel Name] has been cancelled. Once we receive the refund from the hotel, the same will be processed to your form of payment.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE!
Template 6.4: Refund from Channel Partners
Subject Line: XXXX
When to Use: Informing about refund from bookings made through channel partners like Options Travel
Tone: Professional & Transparent
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We are writing to bring your kind attention to the refund for the flight booked with Options Travel. Please find the details below.
Flight Details:
Passenger Name: [Name]
GAL PNR: [Number]
Ticket Number: [Number]
Refund Details:
Refund Type: Full Refund Less Cancellation Penalty
Refund Amount: $[XXX]
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE!
Template 6.5: Unused Flight Credit - Expired
Subject Line: Your Flight Credit Has Expired - New Booking Available ([Trip ID])
When to Use: Notifying traveler that their flight credit has expired and offering to rebook at full cost
Tone: Warm & Helpful
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We regret to inform you that your unused flight credit, which we previously informed you about via email, has expired on [XX/XX/XXXX]. Unfortunately, it can no longer be used towards any future bookings.
We would be more than happy to assist you in booking your trip (Trip ID: [XXXX]). We can proceed with this booking; however, the total cost of the flight will be applied for this trip.
Please let us know if this works for you, and kindly acknowledge this email so that we can proceed with the booking.
If you have any questions or need further clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com.
Team ITILITE!
Template 6.6: Unused Flight Credit - Already Used
Subject Line: Flight Credit Status Update - New Booking Option ([Trip ID])
When to Use: When airline confirms traveler has already used their flight credit elsewhere
Tone: Professional & Understanding
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Please be informed that the Airline has confirmed that the travellers have already utilised their unused credits directly with the Airline. We will not be able to apply these flight credits again.
We would be more than happy to assist you in booking your trip (Trip ID: [XXXX]). We can proceed with this booking; however, the total cost of the flight will be applied for this trip.
We request you to kindly acknowledge this email so that we can proceed with the booking.
If you have any questions or need further clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com.
Team ITILITE!
Template 6.7: FTC Transfer Request - Different Traveler
Subject Line: Flight Credit Usage Policy - Trip ID [XXXX-XXXX]
When to Use: When a different employee tries to use a colleague's unused flight credit
Tone: Professional & Policy-focused
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
In accordance with the airline's policy, the unused flight credit must be utilised by the original recipient, and we are unable to modify the traveler's name. The credit is designated for [Original Traveler Name]'s use and is valid for 1 year from the date of purchase.
We request you to please create a new trip for yourself.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
Template 6.8: FTC Balance Refunded by Airline in Error
Subject Line: Clarification on FTC Status - Airline Refund Processed ([Trip ID])
When to Use: When airline has refunded FTC balance instead of keeping it as credit
Tone: Professional & Explanatory
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We would like to clarify the status of your Future Travel Credit (FTC) from your previous booking. Instead of retaining the remaining value as an FTC, the airline has processed a refund for the unused balance from the FTC to the same card used on the original booking.
As a result, there is no FTC currently available or valid for this transaction.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
SECTION 7: PAYMENT ISSUES
Template 7.1: Payment Declined - General Acknowledgement
Subject Line: Payment Processing Issue - Your Booking ([Trip ID])
When to Use: General payment decline notification with resolution steps
Tone: Warm & Reassuring
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Thank you for reaching out to us.
Please be informed that there will be a slight delay in booking confirmation as we resolve payment-related issues with your organization's admin. Once this is resolved, you may confirm the booking on the platform.
Kindly note that the fares and prices are not guaranteed until booked.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE!
Template 7.2: Credit Card Payment Failed
Subject Line: Credit Card Payment Declined - Action Required ([Trip ID])
When to Use: Notifying traveler of credit card payment failure and requesting resolution
Tone: Warm & Helpful
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We regret to inform you that your booking wasn't confirmed because your credit card payment was declined. We request you to update your card information or contact your bank to resolve the issue.
Once the payment issue is resolved, please create another booking on our portal to proceed.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thank you for your understanding and cooperation.
Team ITILITE!
Template 7.3: Payment Failed - Stripe Validation Issue
Subject Line: Payment Declined: [Route] - [City] to [City] ([Trip ID])
When to Use: When payment fails through Stripe with specific failure reason
Tone: Professional & Solution-oriented
Email Body:
Dear [Traveler Name],
Greetings from ITILITE
We noticed that you attempted to complete this booking but unfortunately the payment was not successful due to (XYZ Reason: Mention the Reason here)
We request you to please update your card information and reattempt to make the payment and complete this booking.
Please Note: The prices on this trip are dynamic and subject to fluctuations. Therefore, we cannot guarantee or hold these prices until the payment and booking process is finalised.
If you have any questions or need further clarification, please feel free to contact us at +1 833 460 5669 or email us at bookings@itilite.com. Our team is available to assist you at any time.
Thank you for your understanding and cooperation.
Best Regards,
Team ITILITE
Template 7.4: Missing Credit Card on Profile
Subject Line: Update Your ITILITE Profile - Missing Payment Information ([Trip ID])
When to Use: When traveler's profile lacks credit card details needed for booking
Tone: Professional & Instructive
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We noticed that you attempted to book a trip on our platform, but unfortunately, the transaction did not go through. After reviewing your account, it appears that your credit card information needs to be updated in your ITILITE profile.
To ensure a smooth booking process and to avoid any further inconvenience, we kindly request you to update your credit card details in your ITILITE profile. Once updated, you can reattempt the booking without any interruption. Please let us know if you need any help in doing that.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
Template 7.5: Expired Credit Card
Subject Line: Update Payment Method - Credit Card Expired ([Card Ending: XXXX])
When to Use: When traveler's registered credit card has expired
Tone: Professional & Urgent
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We are writing to inform you that the [Visa/Mastercard/Amex] credit card ending with XXXX currently associated with your account on our platform has expired.
To ensure seamless processing of your upcoming bookings and transactions, we kindly request you to update your payment information at your earliest convenience.
You can update your credit card details by logging into your account and navigating to the payment settings section. If you need any assistance, please feel free to contact our support team, and we will be happy to help.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
Template 7.6: Unresolved Payment Issues
Subject Line: Payment Issue - Contact Your Admin ([Trip ID])
When to Use: When payment issues cannot be resolved and require escalation to company admin
Tone: Professional & Clear
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We regret to inform you that due to unresolved payment issues, your bookings are currently not booked. Kindly reach out to your admin to unblock the payment. Once this is resolved, you may confirm the booking on the platform.
Please note that fares are not guaranteed until booked.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE!
Template 7.7: Fare Increased (Flight New Booking)
USE ONLY : IF THE SELECTED OPTIONS ARE (SOLD OUT-CABIN CHANGE)
SUBJECT: Selected Flight Price Sold Out – Confirmation Needed for Trip ID XXXX-XXXX
Dear [Customer's Name],
Greetings from ITILITE!
We attempted to process your booking for Trip ID: XXXX-XXXX. However, the fare & cabin you originally selected is no longer available. This typically occurs when availability is limited and fares adjust in real time. By the time we re-attempted the booking on our end, the price had already changed.
As the new available option & fare for the same flight is higher than the previously approved amount, we wanted to promptly share the updated pricing with you and proceed further only with your approval.
Fare Details:
Old Fare & Cabin (Selected Earlier):
Current Available Fare & Cabin:
Total Fare Difference:
Next Steps:
Please reply to this email confirming whether we should go ahead with the revised fare. A simple acknowledgment is all we need, no additional action is required from your side.
If the updated fare does not meet your requirements, you may create a new trip and select from the currently available options.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE
Template 7.8: Fare Increased Flight (Change Request)
USE ONLY : IF Manual Options Shared (DELAY IN APPROVAL FROM THE CLIENTS SIDE)
Subject: Action Required: Updated Fare for Your Flight Modification Request (Trip ID XXXX-XXXX)
Dear [Customer’s Name],
Greetings from ITILITE!
We received your request to modify the booking for Trip ID: XXXX-XXXX. As part of the process, we attempted to proceed with the fare that was originally quoted to you. However, due to the delay in response and limited availability, that fare is no longer valid. Airline prices can fluctuate frequently, especially when inventory is tight, and by the time we rechecked the itinerary, the fare had already changed.
To help you make an informed decision, we’ve listed the revised pricing below.
Revised Fare Details:
Previously Quoted Fare:
Current Available Fare:
Total Fare Difference:
Next Steps:
Please reply to this email confirming whether you would like us to proceed with the modification at the updated fare. A simple acknowledgment is sufficient, no additional steps are needed from your side.If the revised fare does not work for you, we can suggest alternate options or you may choose to continue with your existing booking.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE
Template 7.09 Fare Increased (Hotel New Booking)
USE ONLY : IF THE SELECTED OPTIONS (ROOM TYPE-SOLD OUT)
SUBJECT: Hotel Room-Type Sold Out – Confirmation Needed for Trip ID XXXX-XXXX
Dear [Customer’s Name],
Greetings from ITILITE!
We attempted to process your hotel booking for Trip ID: XXXX-XXXX, but the room type & rate you originally selected is no longer available. Hotel rates can change in real time, especially during high-demand periods or limited room availability. By the time we retried the booking, the earlier rate had already changed.
As the new available option & the room-type for the same property is higher than the previously approved amount, we wanted to promptly share the updated pricing with you and proceed further only with your approval.
Fare Details:
Old Fare & Room-type (Selected Earlier):
Current Available Fare & Room-type:
Total Fare Difference:
Next Steps:
Please reply to this email confirming whether we should go ahead with the revised fare. A simple acknowledgment is all we need, no additional action is required from your side.
If the updated fare does not meet your requirements, we kindly request you to create a new trip and select from the currently available options.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE
Template 7.10 Fare Increased (Hotel Change Request)
USE ONLY : IF Manual Options Shared (DELAY IN APPROVAL FROM THE CLIENTS SIDE)
Subject: Action Required: Updated Fare for Your Hotel Modification Request (Trip ID XXXX-XXXX)
Dear [Customer’s Name],
Greetings from ITILITE!
We received your request to modify the hotel booking for Trip ID: XXXX-XXXX. We attempted to proceed with the previously quoted rate; however, due to the delay in approval and real-time rate fluctuations, the earlier rate is no longer available.
Hotels frequently update their rates depending on occupancy levels and demand, and by the time we rechecked, the pricing had already changed.
Please find the revised pricing below for your review.
Revised Fare Details:
Previously Quoted Fare:
Current Available Fare:
Total Fare Difference:
Next Steps:
Please reply to this email confirming whether you would like us to proceed with the modification at the updated fare. A simple acknowledgment is sufficient, no additional steps are needed from your side.If the revised fare does not work for you, we can suggest alternate options or you may choose to continue with your existing booking.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE
Template 7.11 Fare Increased (Flight+Hotel) New Booking
USE ONLY : IF THE SELECTED OPTIONS (CABIN & ROOMTYPE SOLD OUT)
SUBJECT: Selected Flight & Hotel Sold Out – Confirmation Needed for Trip ID XXXX-XXXX
Dear [Customer’s Name],
Greetings from ITILITE!
We attempted to process your Flight + Hotel booking for Trip ID: XXXX-XXXX, but the rates selected during your booking attempt are no longer available. This often happens when availability is limited, and prices fluctuate in real time for both flights and hotels.
By the time we retried the booking, the earlier prices had already changed.
As the new fare is higher than the previously approved amount, we wanted to promptly share the updated pricing with you and proceed further only with your approval.
Fare Details:
Flight
Old Fare (Selected Earlier):
Current Available Fare:
Fare Difference:
Hotel
Old Rate (Selected Earlier):
Current Available Rate:
Rate Difference:
Total Trip Difference:
Next Steps:
Please reply to this email confirming whether we should go ahead with the revised fare. A simple acknowledgment is all we need, no additional action is required from your side.
If the updated fare does not meet your requirements, you may create a new trip and select from the currently available options.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE
Template 7.12 Fare Increased (Flight + Hotel) Reschedule Request
USE ONLY : IF Manual Options Shared (DELAY IN APPROVAL FROM THE CLIENTS SIDE)
Subject: Action Required: Updated Flight & Hotel Pricing for Your Modification Request (Trip ID XXXX-XXXX)
Dear [Customer’s Name],
Greetings from ITILITE!
We received your request to modify the Flight + Hotel booking for Trip ID: XXXX-XXXX. We attempted to process the changes using the previously quoted pricing; however, due to the delay in approval and real-time price fluctuations, those fares/rates are no longer available.
Both airlines and hotels update their pricing frequently based on demand and availability, and the earlier prices changed by the time we rechecked the itinerary.
Please find the revised pricing below for your review.
Revised Fare Details:
Flight
Old Fare (Selected Earlier):
Current Available Fare:
Fare Difference:
Hotel
Old Rate (Selected Earlier):
Current Available Rate:
Rate Difference:
Total Trip Difference:
Next Steps:
Please reply to this email confirming whether you would like us to proceed with the modification at the updated fare. A simple acknowledgment is sufficient, no additional steps are needed from your side.If the revised fare does not work for you, we can suggest alternate options or you may choose to continue with your existing booking.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE
Template 7.13: Booking Confirmation - Post Price Increase acceptance
Subject Line: Booking Confirmed - [Route] Trip ([Trip ID])
When to Use: When fare exceeded tolerance but traveler approved the higher amount
Tone: Professional & Confirmatory
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We are pleased to inform you that your flight ticket from [Departure City] to [Arrival City] for the travel date of [Travel Date] has been confirmed.
The value of the ticket is booked at the cost of $[XXX] USD. Please find the attached flight voucher for your reference. It contains all the necessary details such as your flight number, airline confirmation code, departure and arrival time.
We have also updated your [Airline Name] membership number and [Redress Number / TSA Precheck / Known Traveller Number] in our system.
Seats: [Seat Details]
Thank you for choosing to book with us. Our priority is to offer our customers a hassle-free and seamless experience, and we hope your upcoming business trip will be smooth and effortless.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
SECTION 8: CREDIT CARD AUTHORIZATION (CC-AUTH) FAILURES
General Note: CC-Auth failure emails have specific recipient routing:
To Trip Creator/Central Booker - For trips booked by someone other than the traveler
To Traveler - For trips booked directly by the traveler
Template 8.1: Next Day Check-In - To Trip Creator
Subject Line: Important: Update on Credit Card Authorization for [Trip ID]
Recipient: Trip Creator / Central Booker
When to Use: When check-in is tomorrow and CC auth is incomplete; sent to the person who booked the trip
Tone: Professional & Urgent
Email Body:
Dear [Trip Creator Name],
Greetings from ITILITE!
We wanted to update you on the credit card authorization for:
Trip ID: [Trip ID]
Traveler Name: [Traveler Name]
Hotel Name & Address: [Hotel Name and Address]
Check-in & Check-out Date: [Dates]
Despite multiple attempts through both our automated system and direct outreach, the hotel has not yet provided the required authorization form. Hence, we have been unable to complete the CC authorization process.
Next Steps: We will follow up again with the hotel on [Check-in Date] at 9 AM EST and will notify you if we're able to get in touch with the hotel.
Here is what we suggest you do:
Please inform the traveler that the credit card authorization remains incomplete due to the hotel's lack of response. This will help avoid surprises at check-in, as the hotel may request a physical card for payment or incidentals.
You can share the virtual card details with the traveler as an alternative. They can add the virtual card to their Apple/Google Wallet to use for payment at the hotel, eliminating the need for personal card usage.
We apologize for this inconvenience and appreciate your understanding as we continue working to resolve this matter. If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance. Thanks, Team ITILITE!
Template 8.2: Same Day Check-In - To Trip Creator
Subject Line: Important: Update on Credit Card Authorization for [Trip ID]
Recipient: Trip Creator / Central Booker
When to Use: When check-in is today and CC auth is incomplete; sent to the person who booked the trip
Tone: Professional & Urgent
Email Body:
Dear [Trip Creator Name],
Greetings from ITILITE!
We wanted to update you on the credit card authorization for:
Trip ID: [Trip ID]
Traveler Name: [Traveler Name]
Hotel Name & Address: [Hotel Name and Address]
Check-in & Check-out Date: [Dates]
Despite multiple attempts through both our automated system and direct outreach, the hotel has not yet provided the required authorization form. Hence, we have been unable to complete the CC authorization process.
Since the check-in is scheduled for today, we recommend the following steps to help ensure a smooth experience for the traveler:
Please inform the traveler that the credit card authorization remains incomplete due to the hotel's lack of response. This will help avoid surprises at check-in, as the hotel may request a physical card for payment or incidentals.
You can share the virtual card details with the traveler as an alternative. They can add the virtual card to their Apple/Google Wallet to use for payment at the hotel, eliminating the need for personal card usage.
We apologize for this inconvenience and appreciate your understanding as we continue working to resolve this matter.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,Team ITILITE!
Template 8.3: Next Day Check-In - To Traveler
Subject Line: Important: Update on Credit Card Authorization for [Trip ID]
Recipient: Traveler
When to Use: When check-in is tomorrow and CC auth is incomplete; sent directly to the traveler
Tone: Warm & Reassuring
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We are reaching out to share a critical update regarding the credit card authorization for your upcoming trip at [Hotel Name], [Hotel Address].
Check-in & Check-out Date: [Dates]
Despite our best efforts, including multiple attempts through both our AI Agent and personal follow-ups by our Customer Support team, the hotel has not yet provided the required credit card authorization form. As a result, we have been unable to complete the CC Authorization process at this time.
For your ease, we propose the following actions:
If you could please add the virtual card to your Apple/Google Wallet, it will allow you to make payments smoothly at the hotel without needing to use your personal card.
Next Steps: Please be assured that we will continue to follow up with the hotel on [Check-in Date] at 9 AM EST and notify you promptly upon any progress.
We apologize sincerely for any inconvenience caused and greatly appreciate your understanding as we work to resolve this matter as quickly as possible.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
Template 8.4: Same Day Check-In - To Traveler
Subject Line: Important: Update on Credit Card Authorization for [Trip ID]
Recipient: Traveler
When to Use: When check-in is today and CC auth is incomplete; sent directly to the traveler
Tone: Warm & Action-oriented
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We are reaching out to share a critical update regarding the credit card authorization for your upcoming trip at [Hotel Name], [Hotel Address].
Check-in & Check-out Date: [Dates]
Despite our best efforts, including multiple attempts through both our AI Agent and personal follow-ups by our Customer Support team, the hotel has not yet provided the required credit card authorization form. As a result, we have been unable to complete the CC Authorization process at this time.
Since your check-in is scheduled for today, we kindly recommend the following to help ensure a smooth experience:
Please consider adding the virtual card to your Apple/Google Wallet for use at the hotel, which will help avoid the need to use your personal card for payments.
We sincerely apologize for any inconvenience this may cause and truly appreciate your patience and understanding.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
SECTION 9: UNAVAILABLE OPTIONS
Template 9.1: Flight, Hotel & Car Sold Out
Subject Line: Limited Availability - Please Restart Search ([Trip ID])
When to Use: When originally selected options are no longer available due to sold out or price changes
Tone: Professional & Helpful
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Please be informed that the [package/flight/hotel/car rental] and fare/price at the time of booking is higher than the approved price. Kindly restart your booking by creating a new trip and searching for the next available options.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
Template 9.2: IL Options Not Available on Channel Partners
Subject Line: Limited Flight Availability - Please Update Your Search ([Trip ID])
When to Use: When IL platform options cannot be sourced through registered channel partners
Tone: Professional & Accommodating
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Thank you for sharing your request.
We regret to inform you that we aren't able to source any flights in the requested location through our registered channel partners.
As this might restrict us from assuring a hassle-free experience, we recommend that you:
Update the trip to check if there are options available on the platform.
We appreciate your cooperation and support!
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE!
Template 9.3: Xendit Users - Manual Options Not Customizable
Subject Line: Flight Options Available - Please Select from Platform ([Trip ID])
When to Use: When Xendit users request specific airline filtering which isn't available
Tone: Professional & Helpful
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We hope this email finds you well. At ITILITE, we strive to provide the best travel experience for our users. Unfortunately, we currently do not offer the option to add or remove specific airlines on a particular trip.
In case you do not find the options suitable on the recommendations page, we suggest you click on "Explore More" to view all the available flight options and combinations based on your search criteria, such as dates and timings, etc.
We kindly request you to choose from the available options on our platform or consider modifying your search criteria to explore other options.
Thank you for your understanding, and please do not hesitate to contact us if you have any further queries.
If you have any questions or need clarification, please get in touch with us at +1 833 460 5669 or bookings@itilite.com.
Team ITILITE!
SECTION 10: SERVICE UPDATES & SPECIAL REQUESTS
Template 10.1: Server Maintenance Notice (Consult with relevant tech teams & OCS before using this)
Subject Line: Scheduled Maintenance - Temporary Service Delays ([Date])
When to Use: Notifying users of planned server maintenance that may cause delays
Tone: Professional & Reassuring
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Server Maintenance Alert
We are undergoing emergency server maintenance on [Date]. During this time, please expect a delayed response time in viewing your options and booking confirmation. If you require immediate assistance, reach out to our support team.
Please accept our sincere apologies for the inconvenience.
Our top priority is to provide you with a hassle-free and seamless experience, and we are committed to ensuring that your upcoming business trip is just that - smooth and effortless.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE!
Template 10.2: Budget Generated - Travel Options Available
Subject Line: Travel Options Ready - Complete Your Booking ([Trip ID])
When to Use: Notifying traveler that budget-generated travel options are now available
Tone: Professional & Action-oriented
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Update: Travel Options Generated
Please be informed that the Travel options are now generated for your trip. You can review the options and complete the booking on the platform.
Please accept our sincere apologies for any delay in the process.
Our top priority is to provide you with a hassle-free and seamless experience, and we are committed to ensuring that your upcoming business trip is smooth and effortless.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Team ITILITE!
Template 10.3: Booking Confirmation Delay (TAT Breach - New Booking)
Subject Line: Booking Confirmation Delay: [Route] Trip ([Trip ID])
When to Use: When new booking confirmation exceeds standard TAT (response time)
Tone: Professional & Apologetic
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We hope this message finds you well. We wanted to inform you that we are finalizing the details for your upcoming trip, and there may be a brief delay in receiving your booking confirmation.
Please be rest assured that our team is actively working to ensure everything is on track, and you will receive your booking confirmation within the next 2 hours. We appreciate your patience and understanding as we work to provide a smooth travel experience.
Your satisfaction is our top priority, and we are committed to making your journey with ITILITE seamless and stress-free.
If you have any questions or need further clarification, please do not hesitate to contact us at +1 833 460 5669 or bookings@itilite.com.
Team ITILITE!
Template 10.4: Change Confirmation Delay (TAT Breach - Changes/Cancellations)
Subject Line: Change Confirmation Delay: [Route] Trip ([Trip ID])
When to Use: When change/cancellation confirmation exceeds standard TAT
Tone: Professional & Understanding
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We wanted to update you that we are actively working on your change request. Due to higher-than-usual volume, there is a slight delay, but please rest assured that our team is prioritizing your request.
You can expect to receive your change confirmation within the next two hours. We truly appreciate your patience and understanding as we strive to ensure a seamless travel experience for you.
Your satisfaction is our top priority, and we are committed to making your journey with ITILITE seamless and stress-free.
If you have any questions or need further clarification, please do not hesitate to contact us at +1 833 460 5669 or bookings@itilite.com.
Team ITILITE!
Template 10.5: Requesting Additional Time for Booking Confirmation
Subject Line: Booking Update - We're Working on Your Confirmation ([Trip ID])
When to Use: When proactively requesting additional time to complete booking confirmation
Tone: Warm & Transparent
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We wanted to reach out to you regarding your upcoming trip [Trip ID] and inform you that we have been experiencing some delays in receiving confirmation from our channel partners.
Please be assured that our team is working diligently to resolve this issue and we will keep you updated on any progress as soon as possible. Your patience and understanding in this matter are greatly appreciated.
We value your business and we are committed to ensuring that your travel experience with ITILITE is a seamless and stress-free one.
Please don't hesitate to reach out to us if you have any concerns or questions. You can contact us at +1 833 460 5669 or email bookings@itilite.com.
Thank you for your understanding.
Team ITILITE!
Template 10.6: Chat Interrupted - Unknown Issue
Subject Line: Chat Interrupted: Reconnect with us for Assistance ([Trip ID])
When to Use: When chat was unexpectedly disconnected and reason is unknown
Tone: Warm & Helpful
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Thank you for reaching out to us.
We wanted to follow up with you regarding your recent chat. It appears that our chat got unexpectedly disconnected, and we apologize for any inconvenience you may have experienced.
Please provide us with some additional information so that we can better understand your situation and provide you with the most accurate and helpful guidance.
You can also reach us at +1 833 460 5669, email us at bookings@itilite.com, or initiate a new chat anytime for support.
Team ITILITE!
Template 10.7: Chat Interrupted - Issue Resolved but Unacknowledged
Subject Line: Follow-up: Your Chat Session - We Hope We Helped!
When to Use: When chat was resolved but user left without confirming
Tone: Warm & Reassuring
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Thank you for reaching out to us.
We wanted to follow up with you regarding your recent chat. It appears that our chat got unexpectedly disconnected, and we apologize for any inconvenience you may have experienced.
We sincerely hope that we were able to address your query to your satisfaction.
You can also reach us at +1 833 460 5669, email us at bookings@itilite.com, or initiate a new chat anytime for support.
Team ITILITE!
Template 10.8: Missed Chat Due to Technical Issue
Subject Line: Missed Chat Due to Technical Issue - We're Here to Help! ([Trip ID])
When to Use: When support team missed or couldn't connect with chat due to system issues
Tone: Warm & Apologetic
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Thank you for reaching out to us.
We're reaching out to apologize, as it appears that your recent chat with us was missed due to a technical issue. We understand how important your time is and regret any inconvenience this may have caused.
Our team also attempted to contact you via phone to follow up, but we were unable to connect.
If you were reaching out for assistance with a booking, change, cancellation, or any other concern, please share the details with us so we can help you at the earliest.
You can also reach us at +1 833 460 5669, email us at bookings@itilite.com, or initiate a new chat anytime for support.
Team ITILITE!
Template 10.9: Expense Query Acknowledgement
Subject Line: Your Expense Query - Specialist Support Coming Your Way
When to Use: When traveler submits expense-related query and needs specialist follow-up
Tone: Warm & Reassuring
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
In response to your query, rest assured that one of our expense specialists will promptly reach out to you at the earliest.
We truly value your patience and understanding.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at support@itilite.com. You can also initiate a chat anytime for any assistance.
Best Regards,
Team ITILITE!
SECTION 10.10 Client Specific Email Templates
Company Allstar: Approval for FTC Price change:
Subject Line: Approval Required: Flight Repriced Due to Airline Credit Rules (Trip ID: XXXX-XXXX)
Dear [Client Name],
We’re reaching out to request approval before finalizing a flight booking that involves an unused ticket credit for [Trip ID].
What was selected
Flight selected on ITILITE: $[Selected Fare]
This fare reflects the lowest available option at the time of selection.
What changed
When applying the unused ticket credit, the airline enforced its fare rules and required the new ticket to be booked in the same booking class (RBD) as the original ticket (the flight that was canceled for flight credits). As a result, the airline repriced the flight during reissue.
Final ticketed cost (as per airline)
Final flight cost: $[Repriced Fare]
Available flight credit: $[Flight Credit Amount]
Add-collect (fare difference): $[Add Collect Amount]
Because of this repricing, the final cost is higher than the originally selected fare.
Please confirm if you approve this booking at the repriced amount. Once we have your confirmation, we’ll proceed accordingly.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
Company Multiplier: Manual Request
Subject Line: Travel Booking Handled by Designated Contact
When to Use: When company (like Multiplier) requires all bookings through specific person
Tone: Professional & Helpful
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Thank you for contacting ITILITE Support regarding your travel booking request.
We've been informed by [Company Name] that, in accordance with their company policy, all travel bookings for employees will be handled directly by [Contact Name].
We kindly request that you reach out to [Contact Name] directly at [Email Address], who will be assisting you with your travel arrangements.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
SECTION 11: MEMBERSHIP & LOYALTY
Template 11.1: Prepaid Booked - Room Not Eligible for Loyalty
Subject Line: Room Type Not Eligible for Loyalty Membership ([Trip ID])
When to Use: When traveler selected room type that doesn't qualify for loyalty points
Tone: Professional & Explanatory
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We reviewed your Hotel trip and noticed that the room type you selected for your stay is not eligible for adding loyalty membership benefits. When booking through our platform, specific room types qualify for loyalty points, and others may not be eligible due to hotel policies or the type of booking.
If your profile includes your membership number and you select a room type eligible for loyalty benefits, you'll receive your loyalty points. Simply ensure the room type is eligible and include your membership number from the dropdown on the final page before completing your booking.
To make it easier for you in the future, we recommend using the filter feature on our platform to view and select room types that include loyalty membership benefits, where applicable. This ensures you can take full advantage of these offers.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
Template 11.2: Charged Reshop Service Fee Explanation
Subject Line: Explanation of Re-shop Charge for Your Booking ([Trip ID])
When to Use: Explaining the Reshop Service Fee charge to traveler
Tone: Professional & Educational
Email Body:
Dear [Traveler Name],
Thank you for your inquiry about the charge of $[XX.XX] on your recent booking.
What is the Reshop Service Fee?
$[XX.XX] is the ITILITE Reshop Service fee.
ITILITE's "Price Drop and Re-shop" feature automatically monitors flight prices after booking. If we find a lower price for your exact itinerary, we rebook your flight at the reduced rate to save you money.
How much does it cost?
As per our policy, ITILITE charges 50% of the savings as a re-shop fee. This fee represents ITILITE's share of the savings from rebooking. Importantly, there are no upfront charges for this feature; you are only charged if we successfully lower your fare.
We hope this clarifies the charge on your card. Our aim is to provide you with the best rates and ensure you save on your travel expenses.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
SECTION 12: POLICIES & GUIDELINES
Template 12.1: Price Match Policy
Subject Line: Price Matching Policy Clarification
When to Use: When traveler requests price adjustment after booking due to price drops
Tone: Professional & Policy-focused
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Our aim is to provide our customers with excellent value by offering competitive prices. It is essential to note that our prices are influenced by different factors, such as availability, demand, and market fluctuations. We strive to source our inventory from various channels to ensure that our users receive the best possible rates at the time of booking.
Please be aware that the price you paid during your booking accurately reflected the prevailing rates and conditions at that time. Regrettably, we are unable to accommodate price match requests once a booking has been confirmed.
However, our automatic Price Drop & Re-shop feature works continuously to monitor for better rates, and if a lower price is found, we proactively rebook your flight at no additional cost to you.
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com.
Team ITILITE!
Template 12.2: Invoice Feature Update
Subject Line: New Invoice Feature - Instant Reimbursement Access
When to Use: Informing users about new invoice/reimbursement feature
Tone: Professional & Informative
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
We wanted to provide you with an update regarding a new feature we have recently introduced. This feature allows our users to file for reimbursement instantly, eliminating any delays in the process.
Key Benefits:
All necessary details are clearly displayed on the vouchers
Users receive immediate access to pricing information
Separate service fee voucher provided separately
All required documentation is provided as soon as bookings are completed
No need to wait for invoices before filing reimbursement
We hope that these improvements enhance your experience and make the reimbursement process more convenient for you.
If you have any questions or need clarification, please feel free to reach out to us at +1 833 460 5669 or bookings@itilite.com.
Team ITILITE!
Template 12.3: Events Calendar (ICS File) - SBT Bookings
Subject Line: Add Your Travel Events to Your Calendar - [Trip ID]
When to Use: Instructing users how to download and add booking events to calendar
Tone: Helpful & Instructive
Email Body:
Dear [Traveler Name],
Greetings from ITILITE!
Thank you for reaching out to us via chat. Here's how to add your Travel Events to Your Calendar:
You will find the ICS file attached in your ITILITE's booking confirmation email.
Steps to Follow:
Please open your booking confirmation email
Look for the option to "Add to Calendar"
Click on the option, and your email client will guide you through the process
Your event will seamlessly integrate into your calendar, keeping you on track
If you have any further questions or need any clarification, please do not hesitate to contact us at +1 833 460 5669 or email us at bookings@itilite.com. You can also initiate a chat anytime for any assistance.
Thanks,
Team ITILITE!
FORMATTING GUIDELINES
Standard Contact Information (Consistent Across All Templates)
Phone: +1 833 460 5669
Email: bookings@itilite.com
Support Email (for expenses): support@itilite.com
Chat: Always available through platform
Tone Guidelines
Professional & Concise: Sharp, direct, efficient
Use for: Confirmations, policy emails, straightforward updates
Warm & Reassuring: Empathetic, conversational, supportive
Use for: Issues, problems, delays, apologies
Hybrid Blend: Combination of both
Use for: Neutral updates and standard communications
Variable Placeholders
Replace all bracketed items with actual data:
[Traveler Name] → Use "Dear [First Name]" if preferred
[City] or [Location] → Always include in subject line and greeting
[Amount] → Always include currency ($, €, etc.)
[Trip ID] → Format as XXXX-XXXX for consistency
[Email Address], [Phone Number] → When referencing contacts
[Date] → Use clear date format (e.g., January 16, 2026)
[Hotel Name], [Airline Name], [Vendor] → Use actual names
[Departure City], [Arrival City] → Use full city names
Subject Line Format
Follow SBT consistent patterns: [Action/Status] - [Key Details] ([Trip ID])
Examples:
"Flight Confirmed - New York to Los Angeles (1234-5678)"
"Payment Issue - Action Required (5678-9012)"
"Hotel Booking Confirmed - Marriott Downtown (3456-7890)"
Email Body Structure
All emails should follow this structure:
Greeting: "Dear [Traveler Name],"
Opening: "Greetings from ITILITE!"
Body Content: Main message with relevant details
Tables/Lists: Use when presenting structured information
Closing: Standard contact information paragraph
Signature: "Thanks," or "Best Regards," + "Team ITILITE!"
Table Formatting in Google Docs
When pasting tables, Google Docs will auto-format them. The markdown format uses:
| Column 1 | Column 2 | Column 3 |
|----------|----------|----------|
| Data 1 | Data 2 | Data 3 |
This will convert to a proper table in Google Docs.
Special Notes and Disclaimers
Use these when applicable:
For Visa/Transit Requirements: "Travelers are advised to diligently review and fulfil the entry requirements applicable to their travel destination or transit points."
For Non-Guaranteed Pricing: "Please note that the fares and prices provided in these options are subject to change until the booking is confirmed."
For Future Travel Credit: "Flight booking is non-refundable and the value of the ticket can be used as future credit. Changes are permitted without any charges, and any fare difference will be applicable."
When to Use Bold Text
Use bold for:
Important headers within email body (e.g., "Next Steps:")
Key information that needs emphasis (e.g., "Original Rate: $2,397.97")
Section titles (e.g., "Flight Details:")
Critical notes (e.g., "Please Note:")
Lists and Bullet Points
Use bullet points for:
Multiple items that don't require specific order
Features or benefits
Steps in a process (can also use numbered lists)
Use numbered lists for:
Sequential steps
Ordered instructions
Airline Check-in Links (Reference)
Include these when sending reconfirmation emails:
United: https://www.united.com/en/us/
American: https://www.aa.com/homePage.do
Delta: https://www.delta.com/
Southwest: https://www.southwest.com/
Air Canada: https://www.aircanada.com/us/en/aco/home.html
Alaska: https://www.alaskaair.com/
JetBlue: https://book.jetblue.com/B6.myb/#/landing
Hawaiian: https://www.hawaiianairlines.com/manage/check-in
British Airways: https://www.britishairways.com/
Ryanair: https://www.ryanair.com/
DOCUMENT METADATA
Document Title: 2026 ITILITE Email Templates Master Document
Document Owner : Ameet Athani
Team Name: US SRC
Last Updated: February 17 2026
Total Templates: 58 Complete Templates
Organization: 12 Main Sections by Category
Purpose: Ready-to-use email templates for customer communication
Usage: Copy and paste directly into email system with variable substitution
Contact for Updates: Ameet Athani
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