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This guide explains how your operations team handles trip requests that clients submit through the customer portal.
Who should read this: Dispatchers, operations managers, and chief pilots who review and process incoming trip requests.Prerequisites: Dispatcher, Operations Manager, or Admin role. The customer portal must be enabled with trip requests turned on.

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How trip requests flow

When a client submits a trip request through the portal:
  1. The request appears in your Trips > Requests queue with a Requested status.
  2. Your team reviews the request details (route, dates, passengers, special requests).
  3. You create a quote or assign the trip to an aircraft and crew.
  4. The client receives the quote or confirmation through the portal.

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Review incoming requests

1
Open the requests queue
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Navigate to Operations > Trips and select the Requests tab. Pending requests are listed with:
3
  • Client name and company
  • Requested route (origin and destination airports)
  • Preferred dates and times
  • Passenger count
  • Submission date
    • 4
    View request details
    5
    Click a request to see the full details, including:
    6
  • Route preferences — departure and arrival airports, any alternate dates
  • Passenger manifest — names and counts from the client’s passenger directory
  • Special requests — catering, ground transportation, aircraft preferences, or any notes the client added
  • Client history — previous trips with this client for context
    • 7
    Assess availability
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    Check aircraft and crew availability for the requested dates:
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  • The system highlights scheduling conflicts with existing trips.
  • Crew duty time and currency status indicators show which crew members are eligible.
  • Aircraft maintenance schedules and upcoming inspections are factored in.

    • ​
    Respond to a request

    You have several options for handling a trip request:

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    Accept and create a trip

    1
    Click Review & Create Trip
    2
    On the request detail page, click Review & Create Trip.
    3
    Complete trip details
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    The trip creation wizard opens pre-filled with the client’s request data. Complete any missing fields:
    5
  • Select the specific aircraft
  • Assign PIC and SIC
  • Confirm departure times
  • Add any additional legs
    • 6
    Generate a quote
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    The system calculates a cost estimate based on the route, aircraft, and crew. Review the line items and adjust as needed.
    8
    Send to client
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    If you are not ready to commit the aircraft yet, click Open Quote Builder from the request detail page instead. The request moves to Quoted, and the client sees the trip details and cost breakdown in their Quotes section.

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    Propose alternatives

    If the exact request cannot be fulfilled:
    1. Click Propose Alternative on the request.
    2. Modify the dates, aircraft type, or route to match what is available.
    3. Add a note explaining the change.
    4. Send the alternative proposal to the client.
    The client can accept, decline, or request further changes through the portal.

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    Decline a request

    If the request cannot be fulfilled at all:
    1. Click Decline on the request.
    2. Select a reason (no aircraft available, route not serviceable, scheduling conflict, etc.).
    3. Optionally add a personal message to the client.
    4. The client receives a notification in the portal with the decline reason.

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    Track request status

    Trip requests move through these statuses:
    StatusDescription
    RequestedClient submitted the request; awaiting your review.
    Under ReviewYour team is evaluating availability and pricing.
    QuotedA quote has been sent to the client.
    AcceptedThe client accepted the quote; trip is confirmed.
    DeclinedYour team declined the request.
    CancelledThe client cancelled the request before confirmation.

    Create a Trip

    Full guide to creating trips manually.

    Portal Overview

    Understand the client’s perspective of the portal.

    Review Portal Invoices

    Handle invoicing for portal-originated trips.
    Last modified on April 7, 2026