LiveWire Log in page TIPS Date of Issue: 17th Sept 2013 Version: 2 Classification: Commercial in Confidence. TIPS If you display this guide in slide show format and ensure your sound is activated on your computer, you will be able to hear an audio commentary. You will need to move through each slide in order to hear the comments.

Q What is the number of the Livewire Help Desk A This number will be displayed on the login page of your site or under the contact area within your site. Please note the email address within the contact area is not a valid email address. Q What do I do if I have forgotten my password? A From the sign on page you can click on the Retrieve Password area. An e-mail will be sent to you with a new password.  Q How do I amend my Password? A Access the profile area and go to login info. You will be asked to enter your old password once and your new password twice. Q Does it matter what product I book first? A We would recommend booking air initially and adding on additional products.

Q I booked a Lowcost/Internet/Web Based Carrier flight but can’t see details. A You may have made this booking direct with the web carrier OR if the outbound journey has already taken place then the return details may not be displayed. Q How do I pay for a Low Cost Carrier/Internet/Web Based flight? A You must have a valid credit card. Dependant on your company set up there may be a card stored within your online system. Q How do I select the person that I wish to book for? A From the home page click on book for a registered traveller, this will then allow you to do a look up for that traveller, once all the travellers names are displayed you can click on the white radio button beside the name and proceed. Alternatively if you have the Arranger tab you can select the traveller by clicking on the add selection area beside the travellers name.

Q How do I book for more than 1 traveller? A By clicking on Number of Passengers on the air search page and indicating the number of travellers you wish to book for, you will be required to add the additional names later on in the booking process. Book people travelling together at the same time so that they are booked at the same fare on the same flights. You can book for up to four people for Air bookings if your site permits this. Q How do you make a one-way booking? A From the Air Booking screen click on the ‘One-Way’ option. Please be aware special return fares can be cheaper than a single. You might like to check those fares first before checking for a single. Please be advised that cheap return fares often have more restrictions such as cancellation fees. Q How do I book for more than 2 sectors? A Click on the ‘multi destination’ option. Q Can I book to fly into one place and out of another? A When entering your search criteria the system will default to the same return route, however you can indicate a city name ie London which will give you a number of airports that you can fly in to/out of. Date of Issue: 29th July 2013 Version: 1 Classification: Commercial in Confidence.

Q Can I pay with more than one credit card? A Multiple credit cards or multiple forms of payment are not accepted. Q The traveller I wish to book for does not appear. A First check the other locations to make sure the traveller is not stored elsewhere. If not, you need to build a new profile. Key personnel within your company will access to do this if you are unable to add the traveller yourself.   Q How do I build a new profile? A Firstly check to make sure you are authorised to do so. From the Admin Tab, click on User Profile Management and click on New User. Complete the fields and click on Finish to create the profile. Fields marked with an * are mandatory. Q How do I access my own profile? A Click on the Profile tab and this will allow you to view your own profile information. Remember to save any changes if you update the profile. Date of Issue: 29th July 2013 Version: 1 Classification: Commercial in Confidence.

Q How do I access a traveller’s profile? A First check you are authorised to do so. From the Home Page select the traveller and click on profile. Please remember to save any changes you make. Depending on your site set up you may have to click on the Arranger tab, click on the travellers name and this will display profile information. Please remember to save any changes you make.   Q Can I add a Frequent Traveller membership number to a travellers profile? A From the Edit User Data screen (as above), click on Frequent Traveller Memberships and Frequent Traveller Numbers for Airlines. Complete the fields and click on Save. Q Which fares are company corporate rates? A Company corporate rates will be indicated by the word Private. Q I booked a Low Cost/Internet/Web Basedcarrier but the price differs. A Many suppliers have a credit card charge which may be applicable to your booking. This varies dependant on the airline. Date of Issue: 29th July 2013 Version: 1 Classification: Commercial in Confidence.

Q Can I pre book baggage with Low Cost carriers? A If this is available you will be required to enter the number of bags you wish to check in and the airline will indicate the cost associated with this during the booking process.   Q A particular airline’s flights aren’t coming up, why? A The flight may be full or the criteria selected may mean that flight is outside your preferences. Contact the Helpdesk for further assistance. Q What is acceptable photo ID? A Photo ID is generally required for travelling with ticketless airlines such as web carriers and for all international journeys. Some ID is also required when collecting E tickets but credit cards or frequent traveller cards are usually accepted in most instances. Conditions can vary from airline to airline. When booking a web carrier the individual web site will expand on what they require. For international journeys involving UK citizens a valid passport is the only acceptable ID. We recommend a valid passport as the best ID for domestic journeys. Date of Issue: 29th July 2013 Version: 1 Classification: Commercial in Confidence.

Q How do I know my reservation is confirmed?   Q How do I know my reservation is confirmed? A Once you make a booking a confirmation screen will appear and can be printed out. In addition, you will receive an e-mail confirmation of the booking details. Depending on your system set up your traveller can also receive the e-mail confirmation. Contact the help desk if you do not receive these. Q Can I add more passengers to an existing booking? A It is not possible to add additional passengers to an existing itinerary. You should make a new booking or use the copy facility to emulate an existing booking. Q Do my unused tickets have any refund value? A It varies considerably from carrier to carrier. Many tickets do have substantial charges attached to them. Changing a ticket is sometimes not permitted by the airlines fares rules. These fare rules will be displayed when you select your fare or alternatively by clicking on the fare link on your e-mail confirmation. Special return fares are often cheaper than a single ticket and therefore may not be refundable if not used. If you require further assistance please contact the Helpdesk. Date of Issue: 29th July 2013 Version: 1 Classification: Commercial in Confidence.

Q How do I know my reservation is confirmed?   Q How do I know my reservation is confirmed? A Once you make a booking a confirmation screen will appear and can be printed out. In addition, you will receive an e-mail confirmation of the booking details. Depending on your system set up your traveller can also receive the e-mail confirmation. Contact the help desk if you do not receive these. Q Can I add more passengers to an existing booking? A It is not possible to add additional passengers to an existing itinerary. You should make a new booking or use the copy facility to emulate an existing booking. Q Do my unused tickets have any refund value? A It varies considerably from carrier to carrier. Many tickets do have substantial charges attached to them. Changing a ticket is sometimes not permitted by the airlines fares rules. These fare rules will be displayed when you select your fare or alternatively by clicking on the fare link on your e-mail confirmation. Special return fares are often cheaper than a single ticket and therefore may not be refundable if not used. If you require further assistance please contact the Helpdesk. Date of Issue: 29th July 2013 Version: 1 Classification: Commercial in Confidence.

If you require assistance please contact the Online Helpdesk on your dedicated number.