Tickets attachments
Overview
The Ticket Attachments module (available only to Administrator users) allows a Tourpaq company to attach additional PDF documents to booking confirmation emails and printed tickets.
Attachments are configured per agency, so each agency can have its own set of documents that are automatically included with the customer’s ticket.
Access & Permissions
Path: E-mail Setup → Ticket Attachments
Only users with Administrator rights can configure ticket attachments.
Settings are agency-specific – make sure the correct agency is selected before making changes.
How Attachments Are Delivered
Documents can be sent in two different ways. When you upload a PDF, you choose one of the following delivery options:
As a separate attachment
Example: A Terms & Conditions PDF is sent alongside the ticket as an additional file in the email.
Merged into the ticket PDF
Example: A Terms & Conditions PDF is appended at the end of the ticket so the customer receives a single combined PDF.
Where Attachments Can Come From
Ticket attachments can be linked at several levels. For a given booking, the system checks the booking data (transport, resort, hotel, etc.) and includes all relevant documents that are configured.
Global attachments (all bookings)
Generic documents such as Terms & Conditions that should apply to every booking.
Scenario-specific attachments
Documents that apply only under particular booking scenarios (for example, specific brands, seasons, or products), as defined in your setup.
Resort-specific attachments
Files linked to a particular resort.
Whenever a booking includes that resort, the document is attached or merged according to its configuration.
Hotel-specific attachments
Files linked directly to a hotel.
Used for hotel-level conditions, welcome information, or local rules.
Facility-specific attachments
Documents linked to a facility within a hotel (e.g. Pool Bar Rules, Spa Regulations).
If a booking includes a hotel using that facility, the facility document is automatically included.
Maximum of 5 facility documents can be merged per ticket.
The facility category must be configured to appear on the ticket; otherwise, its document will not be included.
Transport attachments
Files linked to a specific transport (e.g. charter flight rules, baggage regulations).
These are sent when the booking uses that transport.
Limitations & Recommendations
To keep tickets readable and ensure email deliverability, the following technical limits apply:
Maximum number of facility documents merged: 5 per ticket
If more than 5 facilities have documents linked, only the first 5 will be merged into the ticket.
Maximum file size per document: 1 MB
Facility visibility requirement: The facility’s category must be visible on the ticket or its attachment will be ignored.
Large or numerous attachments increase the risk that important emails (such as Thank You, Booking Updated, or other ticket emails) are not delivered. Keep PDFs as small as possible and avoid adding unnecessary documents.
Example: Effect in Practice
Consider a holiday booking that includes:
A hotel with several facilities (Pool Bar, Spa, Kids' Club) that each have an attached rules PDF.
A charter flight with its own flight rules PDF.
A global Terms & Conditions PDF defined for all bookings.
If all of these are configured:
The global Terms & Conditions document is attached or merged for every booking.
Any resort and hotel documents linked to the selected products are included.
Up to 5 facility documents (e.g. Pool Bar rules, Spa rules) are also included, provided their facilities are visible on the ticket.
The transport document (e.g. charter flight rules) is included based on the chosen transport.
The customer receives a ticket containing all relevant information automatically, without any manual sending from the agency, improving compliance and transparency.
FAQ
1. Which emails include ticket attachments?
Ticket attachments are included with emails that contain the ticket PDF (for example, booking confirmation / "Thank You" emails and booking update emails that resend the ticket). If an email does not include a ticket, no ticket attachments are sent.
2. Why is my document not attached to the ticket?
Check the following:
The document is uploaded as a PDF and is below 1 MB.
You are editing the correct agency in E-mail Setup → Ticket Attachments.
The document is linked at the right level (Global / Resort / Hotel / Facility / Transport).
For facility documents, the facility category is configured to appear on the ticket.
For transport documents, the booking actually uses that specific transport.
3. What is the difference between "separate attachment" and "merged into ticket"?
Separate attachment – the PDF is sent as an additional file in the email, alongside the ticket PDF.
Merged into ticket – the PDF pages are appended to the end of the ticket PDF, so the customer receives one combined document.
4. What happens if more than 5 facility documents are linked to a booking?
Only 5 facility documents can be merged per ticket. If more than 5 facilities have documents configured, only the first 5 (according to the system’s internal order) will be included. The remaining facility documents are ignored for that ticket.
5. What happens if a PDF file is larger than 1 MB?
Files larger than 1 MB should be avoided. Oversized files increase the risk that emails containing tickets and attachments are not delivered by the recipient’s mail server. Reduce the file size (for example, by compressing the PDF) and upload it again.
6. Can I use different attachments for different transport types?
Yes. You can configure attachments per transport and, on the detailed Ticket Attachments configuration page, per transport type (such as charter, dynamic, or system transports). This allows you to send different rules or conditions depending on how the customer is travelling.
7. Do I need to re-send the ticket after changing attachments?
Yes. Changes to ticket attachments do not affect previously sent emails. After updating attachments, you must re-send the ticket email (or create a new booking/ticket) for customers to receive the updated documents.
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