E-tickets Overview

Track and troubleshoot e-ticket emails in Tourpaq Office. Search by booking number or email address, verify delivery status (sent/opened/failed), preview messages, and export e-ticket logs.

Overview

Use E-tickets Overview to track ticket email delivery in Tourpaq Office. This page is your email log for e-tickets. Use it to troubleshoot “ticket not received” cases before departure.

Common tasks:

• Search by booking number or email address.

• Check status like Sent, Opened, Failed, or Not Sent.

• Preview what was sent to the customer.

• Export the filtered list for operations and audits.

E-tickets Overview in Tourpaq Office. Use it to monitor e-ticket email delivery status and troubleshoot failed or missing ticket emails.

E-tickets are automatically generated and attached to system emails sent to customers after booking or booking updates

Purpose

The E-Ticket system is designed to:

• provide customers with a complete overview of their booking

• serve as the official travel document

• centralize all travel-related information

• support digital access via customer login (“My Ticket”)

Access & Preconditions

Requirements

• A confirmed booking must exist

• Customer email must be defined

• Email templates must be active

If the customer email is missing, the e-ticket cannot be delivered

Filters

Use filters to narrow down the e-ticket email log. Combine filters to find a specific customer fast.

Available filters

Filter	Description
Booking number	Search for a specific booking number
Email	Search by customer email address
Sent from / Sent to	Filter based on the date the e-ticket was sent
Transport	Filter by specific transport code(s)
Departure from / Departure to	Filter by passenger departure date
Email Type	Choose the type of e-ticket email (e.g., Thank you for booking, Ticket confirmation)
Status	Filter by status: Sent, Opened, Failed, Confirmed, Not Sent
Hide Confirmed	Hide entries where the customer has already confirmed reading
Show only communication email types	Shows only e-ticket communication templates

All filters can be used simultaneously.

Display / More Filters

The Display button shows or hides additional filter fields. Clear resets all filters.

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Table overview

Each row represents one e-ticket email sent to a customer.

Column	Description
Departure	The passenger’s departure date
Transport	Transport code (airline + routing)
Booking Number	Booking reference number
Email Type	Template used for this ticket (e.g., Thank you for booking)
Customer Name	Passenger name on the booking
Telephone	Customer phone number
Email Address	Destination email
Sent Date	When the email was sent
Opened	Timestamp when customer opened the email
Confirmed	Confirmation received (if confirmation is required)
Failed Status	If sending failed, the reason is displayed
Status	Overall status (sent, failed, not sent, opened…)

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Preview an e-ticket email

Click any row to open a preview of the e-ticket email. This helps when you need to confirm the content and recipient.

This is useful for:

• customer support calls

• checking if information was correct

• verifying branding or attachments

• confirming content before sending again (if your workflow allows it)

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Export

Use Export to download the filtered list in Excel format.

Useful for:

• documenting delivery issues

• auditing communication logs

• mass-checks before departure days

• sharing with airline or support teams

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Ticket Generation

Trigger Events

E-tickets are generated automatically when:

• a booking is confirmed

• a booking is updated

• a booking is cancelled

• specific system emails are triggered

Ticket generation is tied to the automated email system.

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Email Integration

E-tickets are attached to system emails such as:

• booking confirmation

• booking update

• cancellation notification

• payment-related emails

If email templates are disabled, tickets will not be sent automatically.

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Ticket Content

Included Data

Booking

• Booking number

• Travel dates

• Destination

Customer

• Name

• Contact details

Passengers

• Names

• Passenger types

Products

• Hotel

• Transport

• Transfers

• Extras

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Additional Content

• Customer-facing comments

• Travel instructions

• Conditions documents (PDF)

Ticket content combines system-generated data with manually configured content.

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Attachments

• PDF documents can be attached to tickets

• Attachments may:

  • be included as separate files

  • be appended to the ticket document

Attachments are commonly used for terms and conditions or travel instructions.

Only PDF files are supported for ticket attachments.

Troubleshooting checklist

If a customer says they did not receive the ticket email:

1. Search the booking number or the customer email address.

2. Check Status and any Failed Status reason.

3. Verify the email address on the booking.

4. Ask the customer to check spam/junk folders.

5. Export the list if you need to escalate to IT/support.

For printing or sending a ticket PDF from a booking, use Print Tickets.

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FAQ

What does each status mean?

• Sent: Tourpaq sent the email to the recipient’s mail server.

• Opened: The recipient opened the email (tracking must be enabled).

• Confirmed: The customer completed a confirmation step (if used in your setup).

• Failed: The email was rejected or could not be delivered.

• Not Sent: No email was sent for that booking/email type in the period.

The status is Failed. What should I do?

Open the row and read Failed Status. Then verify the customer email address on the booking.

If the address is correct, export the list and escalate to IT/support.

The status is Sent, but the customer did not receive it. What now?

Ask the customer to check spam/junk and any quarantine folder. Then confirm the recipient address matches the booking.

If you need to send the ticket again, use Print Tickets.

I can’t find the booking in the list. Why?

Most often, your filters exclude it. Clear filters, then search by booking number.

Also verify the booking has a ticket email generated for the selected Email Type.

Why do I see Opened on some emails, but not on others?

Open tracking can be blocked by the customer’s email client. Some corporate mail systems also strip tracking pixels.

What does Hide Confirmed do?

It removes rows where the customer already confirmed reading. Use it for pre-departure checks to focus on missing confirmations.