Agent Faqs

1) What is the Agent Portal?
Our Agent Portal combines our trade hub and booking platform which means you can find and book the perfect tour for your customers quickly and efficiently. Our Agent Portal also contains access to your incentives, our online training modules and marketing materials for your agency, which makes this portal your one-stop-shop for all things Wendy Wu!

2) How do I Access the Agent Portal?
The agent portal can be found at the following address www.wendywutours.com.au/agents/ .  Once you register your details under your corresponding agency in the drop down selection box, you will be sent an automated email from sales support to confirm your registration, with instructions to reset your password, by logging in using your email address and the temporary password: Wendywu2017! You will be prompted to choose a new password for security purposes. Once completed you are ready to sign in and access our Agent Portal.

3) How does this affect me as a Travel Agent?
This one stop shop Agent Portal gives all our trade partners access to book our group tours online anytime. This platform will confirm your Wendy Wu Tour bookings in less than 2 minutes. Our booking support team will follow up with you from that point once you have received your online booking quote reference. Please note that this is LIVE inventory, and all bookings online must be confirmed within the specified quotation period as stated on our invoices.  If you prefer, you can still contact our Reservations team on the normal number during business hours.

4) How do I book online?
To book online, you must be a registered user on our Agent Portal, as detailed above. You will be able to log in and access the online book tool via the following link: www.wendywutours.com.au/agents/ On the home page you will find a Tour search, enabling you to find the right tour for your customers. You can then select the chosen tour and follow the system prompts through to the booking stage.

5) I have found and selected the tour I want but cannot find a specific flight. What can I do?
Once you have selected your tour, the next stage of the booking system will show the available flight options. Our sophisticated system receives results from our preferred airline partners which offers a valid route for your selected tour. To minimise the thousands of possible search results and save you time, we have narrowed the time frame for connecting flights to between a minimum of 2 hours and maximum of 5 hours connection time. We also have other flight rules in place based on flight departure time windows to make sure we offer the best possible flights your customer. If there are no selected flights available, you cannot proceed with the online booking, follow the pop up message at this stage, that will prompt you to call our reservations team, who will be able to assist further.

6) Will Wendy Wu Tours’ special offers be available to book online?
Wherever possible we will ensure that all promotional offer discounts will be available via the agent portal when our campaigns go live on our consumer website. Should a particular promotion not be bookable online, you will be prompted to call our Reservations team. Any exclusive trade partner discounts will not be displayed.

7) Can I make a booking without logging in to the portal?
No. You must register your details and ensure that you are logged in with your unique password to be able to book via the agent website.

8) What is required to confirm a booking?
The agent portal will be clearly laid out and easy to understand every step of the process. In the traditional manner, you will be required to supply full names and passport details to confirm your bookings as per our standard quotation process.

9) Once I have confirmed my booking, when will I receive documentation?
As soon as you have confirmed a booking, the system will automatically send your confirmation invoice along with the customer copy to your registered email address. Once you have this email, no further changes can be made to your online booking via the portal, therefore you will need to contact our reservations team via phone for further booking assistance.

10) I need my confirmation invoice to be sent to a separate email address, how can I do this?
At confirmation stage, you will be asked to confirm your agency details. At this stage, you can enter your preferred email address for documentation to be sent to. The booking will still be registered to you however this email will include the NET rate agent invoice as well as the customer copy.  Therefore do not send this directly to your customer's email address.

11) What happens if I confirm a booking and realise there is an error?
If you confirm a booking and subsequently realise there is a problem, Please call our reservations team on 1300 727 998 to speak with a member of our team who will help you to resolve any queries you may have.

12) I am moving agencies, can my login details be transferred across?
If you retain your current login email then YES – your new store details still need to be emailed to sales support.  If you have changed agency’s completely with a new email address, please contact salessupport@wendywutours.com.au with your updated details, store, new email address and new store so we can update this for you.

13) What happened to Bambu Rewards?
Due to the ongoing Covid-19 pandemic since March 2020the decision was made to permanently pause Bambu Club benefits and our Bambu Rewards program. Unfortunately, the program is no longer feasible to continue. Any further queries regarding Bambu points or redemptions, please email salessupport@wendywutours.com.au for further information.

14) Will there be a new rewards program?
YES! On April 1, 2022 , we launched a new reward program to replace Bambu Rewards called, WU Travel Rewards. This exciting new program offers the opportunity for agents to earn points for each passenger booked onto our group tours and private tours over a two-year rolling period. Points accrued during this qualifying period, can then be redeemed towards a FREE place for your own travel, on one of the selected land only tours on offer. Find out more here. Stay tuned for Bonus Point offers and updates on our agent Facebook page and monthly WU News emails to our trade database.
 
Thank you for your continued support.