Why can I not see my booking on the hotel/airline app?

It's common for bookings made through ITILITE not to appear automatically in airline or hotel apps. This guide explains why this happens and assures you that your ITILITE booking remains valid.

Table of Contents

• Understanding Your Booking Visibility
• What ITILITE Guarantees
• If the Supplier Cannot Find Your Booking
• Related FAQs

Understanding Your Booking Visibility

ITILITE creates confirmed airline and hotel bookings, and all valid details are always available on your ITILITE dashboard and voucher. However, there are several reasons why these bookings might not immediately or automatically appear in an airline's or hotel's own app:

• Different Confirmation Numbers: For flights, ITILITE provides the airline PNR / confirmation number on your voucher. Airline apps typically search using this PNR and your last name, not your ITILITE Trip ID. For hotels, ITILITE provides the hotel confirmation number. Hotel apps may sometimes require a specific format or might not immediately display bookings made through partner channels.




• Time Lag in Supplier Systems: After ITILITE confirms a booking, it can take some time for the airline or hotel systems, and their apps, to fully reflect the reservation. For hotels, ITILITE may sometimes rebook your stay at a better rate (known as "re-shop"). When this happens, a new, valid booking is created, and your ITILITE voucher is updated with the latest confirmation number. The hotel app might temporarily show the old number or no booking at all until their system fully updates.




• Partner Bookings: Many ITILITE bookings are made through trusted partners. While airlines and hotels have a valid reservation, their consumer apps may not automatically list these third-party bookings in sections like "Trips" or "Upcoming Stays." You might need to manually add the confirmation number to view it.




• Name, Email, or Loyalty Mismatches: The name and email used for your booking are controlled by the traveler details on the ITILITE confirmation page. If your airline or hotel loyalty account is registered with a different email, country format, or a slightly different spelling of your name, their app may not automatically match the booking to your profile. Similarly, if your loyalty account isn't correctly attached, some apps won't auto-link the booking.




• App Limitations: Airline and hotel apps are consumer tools built on top of complex reservation systems. Some apps may not surface all third-party bookings or might only show bookings made directly through their own website or while logged into your account.

What ITILITE Guarantees

Rest assured, ITILITE ensures your travel plans are secure and accessible:

• Your confirmed bookings are always visible on your ITILITE dashboard with the correct airline PNR or hotel confirmation number.
• Updated vouchers and itineraries are issued via email and are always available on your dashboard after any changes or modifications.
• For re-shopped hotel bookings, ITILITE reconfirms the booking with both our technology partner and the hotel itself.

The ITILITE dashboard and your latest voucher are always the most reliable source of truth for your booking details.

If the Supplier Cannot Find Your Booking

If an airline or hotel app doesn't automatically show your trip, you can still:

• Manually search by the confirmation number + last name within the airline/hotel app or on their website.
• Directly present your ITILITE voucher (which includes the PNR/confirmation number) at the airport check-in counter or hotel front desk.

In the rare event that the hotel or airline temporarily doesn't recognize your booking at check-in, ITILITE support is ready to help. We can instantly verify your booking details and coordinate with the supplier to resolve any issues. You can reach out to ITILITE support at support@itilite.com or visit https://www.itilite.com/ for assistance.

Related FAQs