Customer Portal

The customer portal is the public-facing side of Itsy — the website your customers visit to browse trips, complete bookings, manage orders, and make payments. Every customer action in the portal creates and updates data in your admin workspace automatically.

The sections below describe the customer experience at each step, so you can support travelers and answer their questions.

Booking Flow

When a customer visits a trip on your portal, they go through a 5-step booking process:

Step 1: Party Size

The customer selects how many travelers are in their group:

• Number of adults, children, and infants
• If the trip offers multiple duration options (e.g., 7 days or 14 days), they choose the trip length here

Step 2: Select Products

The customer browses the available products for the trip:

• Included products are pre-selected and cannot be removed
• Select One groups require choosing exactly one option (e.g., room type)
• Select Many groups allow adding optional extras (e.g., excursions, insurance)
• A running price total updates as products are added or removed
• Products with variants show the available options (e.g., standard vs. premium room)

Product availability updates in real time — sold-out products are disabled.

Step 3: Participant Details

The customer enters information for each traveler. The fields depend on your booking field configuration:

• Name, email, and phone (typically required for the primary contact)
• Date of birth, gender, nationality
• Address information
• Passport details (number, issue date, expiry, issuing country)

The first participant is labeled "Your Details" and becomes the primary contact for the order. Additional participants are numbered.

Step 4: Choose Seats

If any selected products have a seating layout, the customer sees an interactive seat map:

• Available seats are selectable; reserved and blocked seats are grayed out
• The customer assigns a seat to each participant
• Seat characteristics (window, exit row) are marked visually
• If no products require seating, the step is skipped

Step 5: Payment

The customer enters contact details and chooses a payment option:

• Pay in Full — Pay the complete trip cost now
• Pay Deposit — Pay a smaller deposit amount, with the balance due before departure (only shown if you have deposits enabled)

They can also enter a promotional code for a discount.

After clicking Process Payment, the customer redirects to your configured payment provider (Stripe, Rapyd, Teya, or Valitor) to complete the transaction.

Confirmation Page

After successful payment, the customer sees a confirmation page with:

• Their unique order code (an 8-character reference)
• Trip name and departure date
• All bookings with dates
• Payment summary showing amount paid and any remaining balance
• Participant names

Order Management

After booking, customers return to their order at any time using the order link (sent in the confirmation email or shared by your team). The order portal has three sections:

Overview

Shows all bookings in the order with dates, types, and any public notes you added. The sidebar displays:

• Payment status — Whether the order is fully paid, partially paid, or unpaid, with a link to make additional payments
• Participants — List of travelers with a link to edit their details
• Attachments — Files you attached to the order (e.g., travel documents, vouchers)

Participants

Customers view and edit participant details for their booking. Each participant card shows personal information, and an edit button opens a form to update passport or contact details.

Payments

Customers can make additional payments toward their order:

• Quick Select buttons offer common amounts: full balance, half balance, or minimum deposit
• Custom mode shows a slider to choose any amount between the minimum payment and the full balance
• Payment history shows all past transactions with dates and amounts
• Once fully paid, a confirmation message replaces the payment section

Gift Certificate Portal

If you have gift certificates enabled, customers can purchase them through a dedicated portal page. The purchase flow collects:

• Certificate amount — Within the minimum and maximum range you configure
• Purchaser details — Name and email
• Recipient details (optional) — Name, email, and a personal message

After payment, the customer receives a certificate with a unique 12-character redemption code. The certificate page shows the value, status, expiration date, and personal message, and the customer can download it as a PDF.

Self-Service Registration

When you enable registration on a trip, customers sign up through a standalone registration page showing:

• Trip name, departure date, and duration
• Your custom welcome message (if configured)
• Party size selection buttons (1–5 people)
• Included products for the selected party size
• Participant detail forms for each traveler

After submitting, the system creates a new order and optionally adds it to the group you specified.

Group Portal

Customers who are part of a group booking can access a group portal with:

• Overview — Group description and messages from your team
• Orders — All orders in the group with client names, order codes, prices, and balances
• Participants — All participants across all orders in the group
• Messages — Communication thread between your team and group members

Portal Features

Multiple Languages

The portal displays content in the language configured for your workspace, with locale-appropriate date and currency formatting.

Mobile Friendly

All portal pages work on mobile devices, tablets, and desktops.

Secure Payments

Your configured payment provider handles all payment processing. Card details never pass through Itsy — customers redirect to the provider's secure checkout page.

Real-Time Updates

Order pages refresh automatically when the customer returns to the tab, so they always see the latest payment status and booking details.

How It Connects

• Orders — Every portal booking creates an order in your admin workspace. Portal payments update order payment status automatically.
• Trips — The portal displays your published trips with their products, pricing, and availability.
• Booking Fields — Controls which participant fields appear on the portal.
• Workspace Settings — Your workspace name, currency, language, deposit rules, and branding appear throughout the portal.
• Payment Providers — Determines which payment gateway customers redirect to.
• Actions — Portal events (order created, payment received) trigger your configured email automations.
• Gift Certificates — Portal purchases create certificates tracked in your workspace.
• Seating Layouts — Seat maps from your workspace appear in the booking flow.