Passport: Update / Change Info After Submitted

SOP: Updating Passport Information in the Portal

Objective:

To update a traveler's passport information in the portal to ensure accuracy and alignment with their passport details.

Key Steps:

1. Access Salesforce:
   • Search for the traveler's name in Salesforce using the search bar at the top.
   • Locate the trip itinerary section for the traveler.
2. Access Traveler Record in Portal:
   • Open the portal link to view the traveler's information as they see it.
   • Note that the traveler's name cannot be changed in the portal due to system restrictions.
3. Update Traveler's Middle Name:
   • In the Salesforce Itinerary for the traveler, navigate to the traveler details section.
   • Click on the student name to access the traveler record.
   • Locate the middle name field and copy the correct middle name from the client's email.
   • Paste the middle name into the portal and save the changes.
4. Verify Changes:
   • Return to the portal and navigate to the traveler's profile to confirm the updated name.
   • Ensure that the traveler's full name now reflects the correct information, including the middle name.
5. Communicate with Client:
   • Send a confirmation email to the client acknowledging the update made to the traveler's middle name.
   • Express gratitude for the information provided and emphasize the importance of aligning system data with passport details.

Cautionary Notes:

• The traveler's name cannot be directly edited in the portal after submission to prevent last-minute changes that may lead to ticketing issues.
• Ensure accuracy when copying and pasting the middle name to avoid any spelling errors or discrepancies.

Tips for Efficiency:

• Copy the middle name directly from the client's email to prevent misspelling errors.
• Confirm the changes in the portal to ensure that the update has been successfully processed.
• Close out the ticket promptly after sending the confirmation email to the client.