FAQs

How to book a flight with layovers (not direct)?

From the Recommended Itinerary page, select the List View, click on the Stops filter, and select 1 stop.

Zeno will display all flights with one layover.

How do I book a hotel in conjunction with flights?

To book a hotel in conjunction with flights, you will need to create a connected trip. Refer to the Book a Connected Trip article for details.

How do I book a rental car in conjunction with flights?

To book a rental car in conjunction with flights, you will need to create a connected trip. Refer to the Book a Connected Trip article for details.

How do I print an itinerary?

When you book travel through Zeno, you'll receive an itinerary via email. You can print it directly from your email or use your browser's print function while in Zeno. For any issues, please contact your travel expert.

I cancelled a booking, but why has my refund not been issued?

For issues with any delays in refunds or credits, please contact your travel expert.

How do I check the luggage allowance for a booked flight?

After you have completed a booking, you can view the luggage allowance for your flight on the Booking Details page of your itinerary.

How do I add luggage/baggage to an existing booking?

To add luggage/baggage to your existing booking, you will need to get in touch with your travel expert or directly contact the airline you are flying with. Once your booking has been completed, it is not possible to add luggage to your reservation through Zeno. Therefore, reaching out to the airline or your travel agent is essential to make any adjustments regarding your baggage allowance after the initial booking has been finalised. They will be able to assist you with the process and provide information about any additional fees or requirements for adding luggage.

What is the difference between a preferred airline and a corporate preferred airline?

A corporate preferred airline is one chosen by your company from a list of Preferred Airlines in the corporate travel policy. This selection considers factors like service quality, pricing, route availability, and reliability.

Can I change my name on a ticket?

If you need to change the name on your ticket after booking, contact your travel expert immediately. They can assist with the necessary adjustments and guide you through the process to ensure everything is resolved smoothly. Quick communication will help you avoid last-minute issues and ensure a hassle-free travel experience.

What is the difference between business standard and business flexi?

The main difference between Business Standard and Business Flexi fares is that Business Flexi fares are fully refundable, while Business Standard fares are not. Business Flexi fares also offer more flexibility in terms of changing or cancelling bookings.

To make an informed travel decision, visit the airline's official website. You'll find detailed information on the offerings in each fare class, helping you compare benefits and limitations to choose the option that best suits your needs.

I keep getting a booking couldn't be submitted error. What should I do?

For a booking that cannot be submitted or cannot be completed, please contact your travel expert for assistance. To facilitate the troubleshooting process, please take a screenshot of the error message you are receiving, enabling them to identify the root cause of the problem more efficiently. Once the issue has been addressed, your travel expert will guide you through the booking process, ensuring that you can successfully book your itinerary without further complications.

How do I book a meet and assist?

To book a meet and assist, ensure the Special Service Request (SSR) section of your profile has been configured to include a meet and assist. Refer to Manage Traveller Preferences for details.

Can I book travel for someone else?

If you have travel arranger or travel booker permissions, then you should be able to book travel for someone. Please contact your travel expert for any questions related to permissions in Zeno.

My flight has been cancelled. What should I do?

It is important to note that we do not have any control over these alterations made by airlines. If your flight has been cancelled by the airline, we recommend that you reach out to your travel expert for assistance. They can provide guidance and support in navigating the situation. You can also contact the airline directly for the most accurate and current information on your flight status and rebooking options.

How do I add another traveller to my booking?

If you have already submitted your booking, there is no option to add a traveller to your booking.

However, if you are still building your itinerary, it is indeed possible to include an additional traveller, provided that you have the necessary permission to make such an addition. If you do not have the necessary permission, please contact your travel expert for any questions related to permissions in Zeno.

Refer to Search for a Traveller, Select and Add a Traveller to a Booking and Add a Guest Traveller articles for details.

Why can't I book a business class fare?

Your company's travel air policy might limit your options for booking certain fare classes. If you can't book a business class fare, it's due to your company's travel policy. Such policies are often established to manage costs effectively and ensure that travel expenses remain within budgetary constraints. If you believe this is an error, we encourage you to contact your travel expert.

Can I book a taxi via Zeno?

Currently, Zeno only offers the booking of transfers (taxi/car service), but only in conjunction with flight bookings. This means that if you are seeking a taxi service independently, without the need for a flight, Zeno will not be able to assist you in that regard.

If you only need a transfer service and not flight bookings, consider using independent taxi service providers. These services offer convenient, reliable rides that you can book directly from your smartphone. You can also book taxi services with independent providers in your destination city.

Can I book a UBER or any third-party taxi provider via Zeno?

At present, Zeno does not offer integration with external taxi services such as UBER or Lyft. This limitation indicates that users are unable to utilise the Zeno desktop application or the Zeno Mobile app to book rides through these popular taxi services. To use these services, you must book directly through their mobile apps, which are easily accessible on your smartphone. You cannot book rides via Zeno's platform and must use the individual apps.

Can I download my itinerary as a PDF document?

No, this feature isn't available in Zeno at the moment.

You have the option to utilise the print capabilities of your web browser to create a physical or digital copy of the Booking details page. This feature allows you to save or print the information for your records. To do this, simply navigate to the Booking details page and access the print functionality, which is typically found in the browser's menu under 'File' or by using a keyboard shortcut, such as Ctrl + P on Windows or Command + P on macOS. Once the print dialog appears, you can choose to print the page directly or select the option to save it as a PDF file, ensuring you have a copy that you can easily refer back to whenever necessary.

What do all the icons mean?

Icons are a helpful way to show the different features and services available. They offer a visual representation that’s easy to understand at a glance, enabling users to get the gist of what’s on offer without needing a lot of text. This quick recognition can improve the user experience, making it easier for people to navigate and find the functionalities they’re interested in. Refer to the Application Iconography article for details.

How do I apply my hotel promo code?

Regrettably, it is not possible to utilise your hotel promo code when you are booking a hotel reservation through Zeno. This means that any discounts or special offers linked to your promo code won't apply to the total cost of your stay. It might be a good idea to keep this in mind while planning your travel arrangements, as you may want to consider other booking options if you’d like to use your promotional code.

How do I check for hotel availability close to a location?

Utilise the Map view feature found within the Stay card on the Recommended Itinerary page to explore a variety of hotels situated near a location that piques your interest. This interactive tool allows you to visually navigate the area, giving you a clear perspective on the proximity of available accommodations to your desired destination. This functionality enhances your planning experience, ensuring that you can make informed decisions about where to stay during your travels.

Refer to Recommended Itinerary - Stay - Map View for details.

Can I use my frequent flyer points for an upgrade?

Regrettably, it is not possible to utilise your frequent flyer points to secure an upgrade when booking with Zeno. If you are looking to upgrade your flights by utilising your frequent flyer points, we highly recommend that you reach out to your travel expert. Your travel expert possesses the expertise and resources necessary to assist you with your request effectively. They will be able to guide you through the process and make any required adjustments to your travel arrangements, ensuring that you can take advantage of your frequent flyer benefits smoothly.

Is there a limit to resetting the password in a day?

You are allowed to reset your password once every two days. This guideline is designed to encourage users to think carefully about their changes and to help prevent any misuse of the reset feature. By limiting how often resets can occur, we hope to preserve the integrity of user accounts and improve the overall experience for everyone.

How can I export all bookings to Excel?

Currently, Zeno does not provide users with the functionality to export all bookings directly to an Excel file. This means that if you are looking to compile your booking data into a spreadsheet format for analysis or record-keeping, you will need to explore alternative methods or workarounds. 

How do I find and book a Business Class flight?

You have the option to choose a business class flight directly from the Fly card located on the Recommended Itinerary page. This feature is designed to enhance your booking experience by providing you with a clear and organised overview of available flights.

To select your preferred flight, simply expand the Fare panel associated with the flight you are interested in. This panel will provide detailed information about the different fare options available for that particular flight. Among these options, you will find the Business class fare. Once you have made your selection, you can proceed to complete your booking with ease.

How do I change the project Cost Centre for a booking I have already submitted?

Please reach out to your travel expert if you need to make any changes to the cost centre selection for a booking that has already been submitted.

How do I create a booking using credit note numbers during the booking process?

A credit note is a helpful accounting document that is issued to amend a previous invoice. It contains a credit that can be applied to a future or outstanding invoice. Typically, the credit note will feature either a single invoice reference number or a summary of reservation numbers. In Zeno, a credit note is referred to as unused tickets or flight credits. 

Refer to the Select Unused Tickets and Booking Using Unused Tickets/Flight Credits articles for details.

If you still need help, please get in touch with your travel expert, and they will be happy to help you.

How can I create a booking for multiple passengers/travellers?

Creating a booking for multiple travellers in Zeno is quite straightforward, provided you have the necessary permissions. If you do have permission, please take a look at the New Booking, Create a Connected Trip and Select and Add Travellers articles for guidance. If you are using Serko Classic along with Zeno, you can refer to the Group Booking article.

Please contact your travel expert for any questions related to permissions in Zeno.

How can I create a booking for my employees?

Creating a booking for your employees in Zeno is easy, provided you have the necessary permissions. If you do have permission, please take a look at the New Booking, Create a Connected Trip and Select and Add Travellers articles for guidance. If you do not have the necessary permission, please contact your travel expert for any questions related to permissions in Zeno.

My trip has been ticketed, but the status is still showing as Approved. When will it update to Ticketed?

Your ticket status will change to Ticketed once the travel agent has issued the ticket and the booking is synced with Zeno.

How long does a booking remain visible in Zeno after the travel date?

Bookings in Zeno are stored indefinitely, allowing users to access their records anytime. They remain permanently unless deleted, ensuring all booking information is retained for future reference by default.

What is the difference between multi pax booking and mass booking?

• Mass booking refers to the process of creating a reservation for a large group of travellers all at once. This feature is specifically designed to accommodate the needs of groups rather than individual travellers.
• Multi pax booking allows the creation of a single reservation for up to nine passengers.

Why can't I select seats for certain flights?

Sometimes, you might find that you’re unable to choose a seat on certain flights for a few reasons. One common reason is that your flight is part of a codeshare agreement (a partnership where one airline sells flights operated by another airline). In these cases, seat selection may be handled differently or might be limited. You may need to select your seat through the airline's website or by contacting them directly. Another possibility is the type of fare you’ve booked; some fare types don’t include the option to select seats in advance. If you can’t pick a seat beforehand, the airline will usually assign one to you during check-in, either online or at the airport. 

How can I join a flight waitlist?

Zeno does not currently provide the option to join a flight waitlist. If you'd like to be added to a waitlist for a specific flight, please get in touch with your travel expert. They will be able to assist you with the process and ensure your request is properly handled. Please contact your travel expert for further assistance with waitlisting options and availability.

Why am I getting a travel policy violation error message?

The error message appears when a traveller/travel arranger attempts to make a booking that does not comply with the established travel policy of their company. This notification serves as an alert, indicating that the selected booking options or arrangements fall outside the approved guidelines set by the organisation. Please try to make a booking that follows your company's travel policy. If you're unsure about the policy, it might be helpful to get in touch with your travel expert and let them know about the issue you experienced.

Where can I download my invoice? 

We do not issue any invoices for the trips (flights, hotels, rental cars and transfers) that you have booked through Zeno. If you require any details or documentation related to invoices, please reach out directly to your travel expert who assisted you with your booking. They will be able to provide you with the necessary information and support regarding your invoice requests.

How can I obtain my hotel reservation invoice?

We do not issue any invoices for hotel reservations that you have booked through Zeno. If you require any details or documentation related to invoices, please reach out directly to your travel expert who assisted you with your booking. They will be able to provide you with the necessary information and support regarding your invoice requests.

Can I book a personal trip?

Zeno is a corporate travel booking tool designed specifically for companies to manage their business travel arrangements efficiently. If you are considering using Zeno to book a personal trip, we recommend that you first consult with your company’s travel expert or travel coordinator. They have a thorough understanding of your organisation’s travel policies and guidelines, and they can provide valuable advice on any relevant company regulations. This step helps to avoid any potential conflicts or misunderstandings related to travel bookings made through Zeno.

How can I get reimbursed for mileage and meals?

Your company’s travel policy contains comprehensive details regarding the reimbursement procedures for any expenses incurred during corporate travel. It is important to familiarise yourself with these guidelines to ensure that all travel-related costs are properly documented and submitted for reimbursement in accordance with company standards. If you require any assistance or have questions about the reimbursement process, please contact your company's travel expert, who will be able to provide you with the necessary support and guidance.

Which transportation modes can be booked in Zeno?

With Zeno, you can book flights, trains, rental cars, and taxi transfers. Please note that other transportation options, like ferries or helicopters, are not available.

How can I report an issue with Zeno (booking portal)?

If you experience any difficulties or encounter any issues while attempting to create a booking, we recommend that you get in touch with your designated travel expert. Your travel expert is well-equipped to assist you with any problems related to Zeno. They will not only provide guidance and support to help resolve your issue but will also act as a liaison by raising the matter with our dedicated support team on your behalf. This ensures that your concern is addressed promptly and efficiently, allowing for a smoother booking experience.

Can a traveller add notes when booking in Zeno?

Yes. When confirming a booking in Zeno, travellers can add free-text notes for their travel agency in the Notes for travel agency field on the Confirm page. These notes are sent to the travel agency with the booking and can be used to share special instructions or helpful context, such as seating requests, late check-in information, or billing details.

To add notes on the Confirm page, expand the Additional details panel, enter information in the Notes for travel agency field and click the SAVE link.

Notes for the travel agency can also be added after the booking is completed on the Booking details page. 

To add notes on the Booking Details page, expand the Booking details panel, then expand Additional details and click the Edit icon next to Notes for travel agency.

If you don’t see this option, it means the feature has not been enabled for your role or company. 

What is a partially failed booking, a partially failed reservation, or a partially successful booking?

A partially failed (or partially successful) booking occurs when one part of a booking is completed successfully, but another part fails. This most commonly happens in bookings that include Pay Now content or direct-connect/API partners (for example, Sounds Air, Jetstar, or Booking.com), where the airline or supplier may confirm the booking even though Zeno cannot complete the full booking process. 

When this happens, Zeno displays a message advising that only part of the booking was created. These bookings are saved as Draft so the TMC can review what was successfully booked, identify which segments were created, and complete the remaining parts of the booking on the traveller’s behalf. 

This process helps prevent duplicate bookings. If the message is ignored and the booking is resubmitted, the supplier may create another confirmed booking, resulting in duplicate reservations, multiple charges, or held inventory that later needs to be cancelled.

If you see this message, DO NOT submit the booking again. Contact your travel expert so they can check what was already booked and complete or correct the booking safely.