HELiO & TRIPS • Tips and F.A.Q.
What note types in HELiO will display on my TRIPS quote or itinerary?
When your HELiO booking is in Quote status, Booking and Invoice notes will appear on a Trips Quote (Independent brands only).
When your HELiO booking is in Definite, Firm, or Fully Paid status, Booking and Itinerary notes will appear on a Trips Itinerary.
Do’s & Don’ts of Editing & Ordering HELiO Segments in Trip Publisher
Are you editing HELiO segments in Trip Publisher?
DO: Add booking details directly in HELiO
If you want to add additional information, you should add it to the segment in HELiO
as an Itinerary or Booking Note. That way, it will always be part of the Details section of the segment in Trips. This will ensure that the information in HELiO always matches the information in Trips and will be overwritten with each sync to ensure details are up-to-date.
DON'T: Add or edit booking details directly in Trip Publisher
As HELiO is the source of truth, we recommend not editing HELiO content in Trips. Suppose you change a HELiO-created component in Trips. In that case, these changes will be overwritten with any sync (this includes manually pushing from HELiO to Trips and the automated pre-departure syncs).
For this reason and with the frequency that automated syncs occur in the 14 days before departure, it is recommended to not edit HELiO segments to avoid frequent re-edits.
Learn more about automation: TRIPS Itinerary Automation
Components created in Trips will not be overwritten, and this includes:
- Cover Photo and other images
- The Hotel Content Note (with images & full description of the hotel)
- Segments that were added manually in Trip Publisher (e.g., personal recommendations)
- Documents uploaded via Trip Publisher
Are you Ordering HELiO segments in Trip Publisher?
DO: Always verify the HELiO Itinerary View
The Itinerary View in HELiO determines the order in which your segments appear in TRIPS.
Once your confirmed booking is finalized, click on Itinerary View in the top-right corner of HELiO. In some cases, particularly when segments cross the International Date Line, the itinerary view in HELiO may display segments out of order. Rearrange your segments within the itinerary view by dragging and dropping them into the correct order, and then click Apply. Whenever additional booking segments are added, please verify the order in the Itinerary View to ensure it is accurate.
DON'T: Drag & drop segments to re-order or set the 'Order By' drop-down to Chronological in Trip Publisher.
If segment ordering is altered in Trips, the HELiO itinerary view will be ignored and cannot be reverted. Subsequent updates from HELiO may skew the order, so you'll need to check Trip Publisher to ensure the ordering is as desired and re-edit it if necessary after every sync.
For this reason, and considering the frequency of syncs in the two weeks leading up to departure, it is advisable to use the HELiO Itinerary View to arrange the order, thus preventing the need to re-edit and set it again.
Editing and Ordering F.A.Qs
Why does HELiO content I’ve edit in Trip Publisher get over-written?
As HELiO is the source of truth, a fresh copy of the HELiO booking is placed over the existing Trip to ensure it contains the latest information. If you change a HELiO-created component in Trips, these changes will be overwritten with any sync (this includes manually pushing from HELiO to Trips and the automated syncs in the 2 weeks before departure).
What do I do if there are spelling & grammatical errors in details from Suppliers being sent into Trips?
There can be spelling or grammatical errors in the information suppliers place in their product that shows in HELiO, and this need to be raised with HELiO Support to get corrected. If it is a necessity to edit this content, please note that it will get over-written anytime there is a manual or automated sync.
What do I do if a supplier does not add times for start/pick-up/check-in and end/drop-off/check-out?
Some Suppliers do not add times for start/pick-up/check-in and end/drop-off/check-out, or there aren’t fields to add these directly in HELiO. At this time, it is recommended that you add this sort of information as an Itinerary or Booking Note, and it will appear in the Details section of the HELiO segment in Trips. Otherwise these fields will revert to being blank after a sync.
What’s wrong with editing HELiO content in Trip Publisher?
Ultimately, we must prioritise what is best for the customer and adhere to the process. If you modify the content or order of HELiO segments in Trip Publisher, your customer’s itinerary will continually change, leading to confusion. This will also impact 24/7 Assist, as they will follow the proper procedure of only updating HELiO and pushing those changes to Trips. They will remain unaware that you have edited directly in Trip Publisher, which will again affect your customer's itinerary and potentially create confusion.
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