AGENT TRAINING GUIDE
GETTING STARTED
Login to Hero
You will receive an email from Hero allowing you to set a password and login at:
www.hero.travel or my.hero.travel
If you ever misplace or forget your password, you can request another from the login area by clicking ‘Forgot password?’
If you haven’t received an email to set your password, check your junk mail folder.
Note: Inactive accounts will be automatically deactivated.
GETTING STARTED
Company & Branches
When logged in to Hero, your email address and profile picture is shown at the the top-right.
Beneath your email address is the Branch location that you’re currently assigned to.
Click this to access a drop-down-menu to switch between your Company (Brand) and Branches (Locations).
Depending on your user settings, you may only have access to one Company & Branch, or multiple.
You need to be at a Branch to sell travel.
Basic Navigation
GETTING STARTED
Your Team
Before getting started, you may wish to add other users to Your Team.
Users added to your Company can access all Branches. Users added to a Branch can access that Branch only.
Click the drop-down menu top-right and select Admin & Reports.
Click My Team in the Branch Menu and add / remove staff members.
Note: For security reasons and reporting purposes, logins cannot be shared amongst users. Please create separate user accounts using unique email addresses. Personal emails are fine, as this is for activation purposes only.
GETTING STARTED
Need help?
Whilst logged into Hero you can Live Chat with us by clicking the orange icon at the bottom of the screen.
For training material, please find our video here: �https://hero.travel/agents/training/
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BASIC NAVIGATION
Favourites & Templates
After switching to your Branch, you’ll be presented with your Favourite Products & Package Templates.
(This will be empty when you first use Hero).
You can access this page at any time by clicking the Hero logo at the top-left of the screen.
You can save products as your Favourites by clicking the Thumb icon. You can create package templates from Quotes and they’ll always be shown here.
BASIC NAVIGATION
Menu Area
The Menu Area is at the top of your screen.
BASIC NAVIGATION
Search Area
Hero’s new Global Product Search feature in the top-menu area allows you to find Suppliers, Locations & Products quickly & easily with 1 simple search field.
Hero’s Classic Search area in the left-menu allows you to refine results by a range of criteria including product category, location & duration.
Quick links are automatically generated for Suppliers with products set as Favourites.
BASIC NAVIGATION
Search Results
Your search results can be displayed in timeline or grid view. Switch between views using the icons shown at the top-right.
Grid view shows products in a grid-format with photos. Mouse-over a product to view a snapshot of its pricing options or click into a product to view more information. Click the Thumb icon to save a product as a favourite.
Timeline view shows product start times, availability and adult pricing over the period of a day. Products are shown in rows with columns for each hour of the day with a red line indicating the current time.
Within My Team you can specify your default display.
BASIC NAVIGATION
Live Availability
Most products on Hero offer ‘live availability’, as indicated by the lightning bolt icon. This means Hero has a direct link with the suppliers reservation system and rates and availability are shown in real time and bookings can be made ‘live’ without the need to call.�
Products without a Lightning Bolt icon are not ‘live’ and you must call the Supplier to confirm availability and book by phone. The Supplier will provide a ‘Supplier Ref’ which must be entered into Hero before any ‘non live’ product can be booked.
BASIC NAVIGATION
Dated / Open Dated
When adding products to a quote you have the option of choosing dated or open dated.
Booking Dated allows you to choose a start date & time for the product.
Booking Open Dated is similar to selling a gift voucher and allows your customer the flexibility to pre-pay now and travel later. Once sold, your customer must contact the supplier by phone / email to set a date / time.
BASIC NAVIGATION
Quotes & Orders
Hero uses the term ‘Quote’ to describe an incomplete booking and ‘Order’ to describe a finalised booking.
Within your menu area at the top of the screen, click Quotes to view all of your outstanding Quotes and finalised Orders.
You can search within your Quotes & Orders by Customer Name.
Click into a Quote / Order to view more information, and to begin editing.
Whilst editing a quote, a summary is displayed in the top left corner, so you can see which quote you are working on.
Also note that your quote saves automatically.
Booking Process
STEP 1
Let’s get started...
You can begin a new quote in either of two ways…
Click the New Quote button in the Menu area to begin by adding passenger information first.
Or, search for your required product and click the orange button to add it to a quote dated / open-dated.
STEP 2
Confirm date & time
Confirm the date & start time or choose to sell open-dated.
You can enter a custom pickup time & location if required.
Some products require a pick-up location to be selected before you can continue.
Once a date is set, you can view pricing and confirm.
Note: Some products have adjustable RRPs. This allows you to amend the retail rate to apply a discount - but only if agreed in writing with the supplier.
Other products have Dynamic Rates, requiring you to adjust the RRP for every booking after obtaining a quote from the supplier.
STEP 3
Quote Summary
Once products have been added to your quote, they’ll be visible within your Quote Summary.
Your Quote Summary allows you to edit Products, Passengers & Payments, generate eQuotes, Payment Links and Receipts.
And, when ready, finalise your Order to download Vouchers.
You can also create Templates from your quote and perform Refunds.
STEP 4
Edit Passengers
From your Quote Summary, click the PAX tab.
Click ‘Unnamed PAX’ to edit the lead passenger.
Lead passengers require a First Name, Last Name, Mobile & Email.
Set an age to ensure your PAX receives correct Adult / Child / Senior pricing.
If you’re unsure of your customers age, simply leave it as 20 for Adult pricing.
A date of birth is not required, unless requested by the supplier.
After adding a Lead Passenger you can add additional PAX by selecting the Add PAX button or multiple PAX at once using the Add Group button. Products from the lead PAX can be copied.
STEP 5
Edit Products
From your Quote Summary, click the Products tab.
Here you can see details of all Products within the Quote, in date order.
To edit / remove a Product, click the orange Edit button.
Red messages are shown if additional information is required for the product, i.e a Supplier Reference for non-live products.
Live products are indicated with a lightning bolt icon.
STEP 6
Driver & Passenger Allocation
Some self-drive activities available on Hero will require you to allocate your passengers as either drivers or passengers.
Once allocated, pricing will update accordingly.
If booking multiple PAX into accommodation you will be presented with a similar field requiring you to allocate PAX to room.
STEP 7
Add-ons
Some products offer a range of Add-Ons which can be ‘added’ to the standard product.
Typical examples include:
STEP 8
Required Information
Some products have Required Information which must be entered into Hero in order to make a booking.
Typical examples include:
Additionally, some suppliers may require you to enter the word ‘yes’ to verify that you have made passengers aware of product restrictions and special requirements.
STEP 9
Supplier Reference
Non-live products require booking by phone and the Supplier’s Reference to be added to Hero.
From the Products Tab, click the orange Edit button.
Click the References Tab below to enter the Supplier Reference.
Provide the Supplier with your Hero Quote number.
STEP 10
$ Adjust Discounts
From the Quote Summary page, within the Action area click $ Adjust.
Here you can reduce the total customer amount payable by applying a discount, which is deducted from your commission. This can be applied as a dollar amount or percentage.
You can also increase the amount payable by the customer by adding a fee, which will increase your commission.
Adjustments will be applied pro-rata to all products within your quote.
You cannot discount below the Nett amount.
STEP 12
eQuote
You may wish to send an eQuote to your customer, allowing them to view their itinerary online.
From your Quote Summary screen, click the eQuote button.
This will generate an eQuote link which you can copy and send to your customer.
When your customer clicks on the link they will be taken to the itinerary for their trip and have the option to make a payment. On the payment screen they can choose which passenger to pay for, pay a custom amount or pay the full outstanding amount.
STEP 13
Add Payments
From the Quote Summary page, within the Action area click Payment.
Select the payee, enter the amount being paid and select payment method.
Passengers can pay in full with 1 transaction, or make part-payments.
A record of every payment will be saved within your Payments tab, which can be voided if needed.
Note: The payment options available will vary dependent on your agency setup.
STEP 14
Finalise!
Once your Quote is complete and paid in full you can finalise!
At this point, your Quote will become a finalised Order. Bookings will be made for all live products and emails will be sent to all suppliers to confirm all bookings - live and open-dated.
The finalise process may take up to 30 seconds, depending upon the number of products in the quote.
Once finalised, your travel documents/vouchers will be ready to download.
Note: Do not finalise your order until all non-live products have been booked by phone, and supplier references added.
STEP 15
Vouchers
Once Finalised, your tickets will be available:�
Note: If an email address is only listed for the lead PAX, this person will receive all travel vouchers. If each PAX has an email, they will all receive their individual vouchers.
It’s best practice to check tickets before giving to your customers.
Cancellation & Refund Process
STEP 1
Let’s get started...
Hero enables you to cancel bookings and provide customer refunds, subject to the cancellation policies set by each supplier.
Begin by clicking the ‘Process Refund’ button within the quote Summary.
STEP 2
Select a Reason
Once you’ve selected a reason, click ‘Next’.
STEP 3
Select a PAX
Select which of your PAX requires a refund. You can select just one, or multiple.
Then click ‘Next’.
STEP 4
Select a Product
Choose which products within the order require cancelling and refunding.
Fill in the reason for the refund.
You can select just one, or multiple.
Note:
When all looks good, click ‘Next’.
STEP 5
Select refund method
Next, choose the method/s in which the refund should be processed - either back to the original payment method or to PAX Wallet, for future purchases:
Refund to original payment method:
�Add to PAX Wallet
Set the refund values accordingly. Once there is $0.00 left to allocate, click ‘Next’
Step 6
Finalise Refund
Make sure to carefully read the text. If all looks good, tick the box and click on Confirm!
The cancellation has now been processed. In the payment history you can see another line in red, which is the refund.
Note:
Note
Partial Refunds
Step 1: Cancel the Booking
Partial refunds are necessary in cases where a product is cancelled and replaced with another product of a lesser value.
Example: You booked a boat tour on the Great Barrier Reef that includes an Intro Dive. Your customer is unable to do the dive, however went snorkelling instead.
Boat Tour with Dive = $200
Boat Tour with Snorkelling = $150
Action: Go through the refund process as�per normal until Step 5. You will be refunding $50 back to the original payment method and $150 to Pax Wallet. The Pax Wallet balance will be used for the new booking.
Step 2: Book the replacement
(If the product with the correct price is not there, let the Support team know via LiveChat.)
Need help?
Live chat with us via Hero or visit www.hero.travel/contact to email & call us