Skip to main content
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.

​
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.

​
Review incoming requests

​
Respond to a request

You have several options for handling a trip request:

​
Accept and create a trip

​
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.

​
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.

​
Track request status

Trip requests move through these statuses:

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