When
Something in Travelport+ or Smartpoint fails and it is not your entry: Smartpoint keeps crashing, a printer fails, an e-ticket request fails again and again, or you cannot sign on.
Check first
H/after the error, and the matching card (Common Galileo responses and what they mean) — most refusals are a format question.- Smartpoint misbehaving:
#RESTART(you stay signed on), then#DELETEPLUGIN CACHE. - Forgotten password: reset it on my.travelport.com.
- An airline problem (no record, refused change) goes to the airline, not to Travelport (The airline has no record of the booking (NoRec checks)).
Steps
| # | Entry | What it does | Why |
|---|---|---|---|
| 1 | KGB | Shows your work area, sign-on and terminal ID (GTID). | Have the terminal ID ready. |
| 2 | +J · OP/WL | The GTID only (+J does not work in Smartpoint Cloud). | Same, shorter. |
| 3 | Alt+C on the response | Copies the full response as text. | The exact wording, not a retelling. |
| 4 | Ctrl+↑ | Brings back the entry that failed. | Paste exactly what you typed. |
| 5 | my.travelport.com → create an incident | Opens a support request. | Or use your agency's usual help desk channel. |
Give them: PCC, your sign-on ID (never the password), GTID, record locator (e.g. K7P2QX), the entry, the full response and when it happened.
Check it worked
Keep the reference you get for the incident, and note it in your own log or the booking file's notepad.
Traps
- Never send passwords or full card numbers in an incident or an email.
- A printer failure during ticketing has its own fallback and recovery process (Printer failure — fallback and recovery of documents in the buffers).
- The feedback buttons on Travelport's online help pages do not reach the help desk.