Trade partner portal · now live
Your clients' journeys, handled with care.
The help desk for travel agents selling Encounters Travel, Oasis Overland and Egypt Uncovered. Raise a ticket, attach the paperwork, watch it get resolved. No more lost emails.
- Response
- 1 working day
- Destinations
- 40+
- Brands
- 3
Visa support letter for Bhutan Encounters
Sorted in 3h 12m · Amara, UTW team
Change of departure date, ET-204411
Avg first response
2.4 hrs
How it works
Three steps from question to answer.
Built around how agents actually work: quick to raise, easy to follow, with everything about a booking in one thread.
Get set up by UTW
Email the partnerships team. We create your agency in the portal and send each colleague a personal invitation to choose a password.
Raise a ticket
Pick a category, set a priority, add the booking reference and attach the paperwork. Urgent in-destination issues jump the queue.
Track it to resolved
Every reply lands in the thread and in your inbox. Rate the help you received so we keep getting better.
The help desk
Everything a booking needs, in one thread.
Designed with our partner support team, so the information they need is captured the first time.
Urgent means urgent.
Four priority levels with clear definitions. A traveller stuck in Doha is never behind a brochure request.
- Low General question, no deadline
- Normal Standard request, reply within 1 working day
- High Affects a confirmed booking or a departure this month
- Urgent Traveller in destination or departure within 72 hours
Attachments, inline
Drop confirmations, invoices and passport scans straight into the thread. Up to five files per message.
Notified, not nagged
One email per reply or status change, plus an in-portal inbox. Reply from wherever you are.
Whole-team visibility
Everyone at your agency sees the same tickets, so cover is simple when a colleague is away.
Secure by default
Two-factor authentication, agency-level data isolation and signed attachment links.
- 3
- Specialist brands
- 40+
- Destinations
- 1
- Working day
- 24/7
- In-destination line
one partner team
Africa, Asia, Middle East
standard first response
for travellers on tour
Our brands
One portal, three ways to travel.
Email partners@utwtravel.com with your agency name, country and the colleagues who need a login. Our partnerships team creates the agency and sends each person an invitation. There is no public sign-up, so only verified trade partners get in.
Normal priority tickets get a first response within one working day. High and urgent tickets are picked up sooner, and in-destination emergencies are escalated immediately.
Yes. Tickets belong to the agency, not the individual, so everyone on your team sees the same conversations. Ask us to add a colleague and they get their own invitation.
Images, PDFs, Word, Excel, CSV, text and zip files up to 25 MB, and MP4, MOV or WEBM videos up to 250 MB, five per message. Photos and videos show inline in the thread, and files are only available to signed-in users from your agency and our team.
The help desk is phase one. Commission statements, a booking lookup, a media library and training material are planned for the same portal.
Ready to partner up?
Email the partnerships team and we set your agency up within one working day. Then every question has a home.