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Frequently Asked Questions
Operations and Support
- What are Joystar's ARC, IATA and CLIA numbers?
- Where is Joystar located?
- What are Joystar's hours of operations?
- How am I paid commissions?
- How will I receive my supplier confirmations?
- Do you offer any ongoing training programs?
- How do I transfer cruise/tour bookings?
- Do you do the bookings for me?
- My customer is paying by cashiers check, what do I do?
- Can I book tickets for my corporate accounts?
Service Fees and Discounting
- Can I rebate or discount some of the commission on a cruise or tour package?
- Am I charged for the cost of mailing cruise/tour documents?
- Do the cruise lines have a new policy regarding how they handle documents?
- How can I charge a separate service fee?
- How can I add an agent's fee without my client knowing?
Marketing, Member Benefits and FAMS
- Do you offer the IATAN and CLIA travel agent ID cards?
- Will I receive travel benefits and discounts?
- How will I be kept informed of important industry news?
- Do you offer a direct mail marketing program?
- Can I use Joystar's name or should I use my own?
- How do I market my site?
- Where can I find information on travel agent rates and FAMs?
- How do I renew my sales agreement each year?
Technology and Supplier Websites
- How do I know when someone books on my website?
- How do I obtain access to supplier web sites?
- Does Joystar offer a list of all the supplier website logins?
- Can I do my own air/car/hotel invoicing & ticketing?
- I currently have a GDS subscription; can I transfer from another agency to Joystar?
- Can I get full access to a GDS?
Insurance, Travel Seller Laws and Bonding
- Will I need Errors & Omissions Insurance?
- Some states have a "Sellers of Travel Law". Do I need to register?
- Do I need to be bonded as a travel agent?
- I have always worked in a traditional Travel Agency, is it really possible to operate my business from home?
- What are the tax advantages to owning a home-based business?
- Can I hire travel agents to work for me?
- Can I sell insurance to my clients?
Operations and Support
- What are Joystar's ARC, IATA and CLIA numbers?
Joystar received its official ARC approval on Wednesday, February 8, 2006. The following identification numbers should be used when conducting business with travel suppliers if you'd like us to track and process your commissions. Joystar's preferred suppliers will only pay members our contracted commission levels and honor discounted pricing based on your appropriate use of our unique ID numbers.
- ARC: 05-69323-6
- IATA: 05-69323-6 (used for all non-cruise bookings)
- CLIA: 10-93847-6
- Cruise Booking Number: 305-864-2222
- Where is Joystar located?
Joystar has two offices currently supporting its network of travel agents. Joystar's headquarter location is in Southern California and Joystar Cruises is based in Central Florida.
Joystar, Inc.
95 Argonaut, Suite 100
Aliso Viejo, CA 92656
Toll Free Phone: 866-462-STAR(7827)
Main: 949-837-8101
Fax: 949-837-8695
www.joystar.com
Joystar, Inc.
2875 N.E. 191st Street, Suite 305
Aventura, FL 33180
Toll Free Phone: 800-741-1555
Main: 305-864-2222
Fax: 305-865-3730
www.joystarcruises.com
- What are Joystar's hours of operations?
Our experienced, friendly staff is standing by to assist you during the following times:
- Monday through Friday: 8:00 AM to 9:00 PM Eastern Time
- Saturday: 9:00 AM to 5:00 PM Eastern Time (Florida Office Only)
- How am I paid commissions?
We mail your commission check/statement on the 15th of each month only if you fill out a Booking Notification Form for each sale you make and report to us. The status in your Booking Notification will change to "Paid", with a check number and payment date once we have generated your check.
Your statement includes client names, invoice numbers, confirmation numbers, ticket numbers, supplier, gross commission, your commission earned, and a list of deductions, i.e. monthly fees, delivery charges, ticketing fees, etc. Your check includes all commissions received by the last business day of the previous month. Please keep in mind that we pay commissions based on when we receive them from the supplier. Cruise lines typically pay a few weeks after you have made final payment, tour companies pay upon completion of travel, and hotels and car rental companies pay anywhere from 30-90 days upon completion of travel. We always encourage our agents to check status with each supplier in case of any delays.
- How will I receive my supplier confirmations?
Joystar members now have the ability to retrieve supplier confirmations directly from the myJoystar portal. This new feature will allow you to download, save and print your client's confirmations from any PC in the world with an Internet connection.
For ease-of-use, we have placed links to the new Supplier Confirmations tool off the front page of myJoystar as well as within the online Booking Notification utility. When supplier confirmations are received by Joystar, our Agent Services team will convert the documents to a PDF file format and upload them to our database servers. Afterwards, members will have unlimited access to their confirmations from myJoystar.
If you'd like to view a sample, simply click the Supplier Confirmations link and enter TEST123. To download the supplier generated documents, click on the confirmation number listed which is highlighted in blue text.
Effective February 28, 2006 - Joystar will no longer send you supplier generated confirmations. Members will be responsible for retrieving their own confirmations and completing a Booking Notification for each sale made using our unique travel agency ID numbers (ARC, CLIA & IATA).
- Do you offer any ongoing training programs?
Yes. Our agents only Extranet - myJoystar is filled with destination specialist courses, tutorials, user guides, marketing how-to's and many other valuable training options. You can find most of these options within the Knowledge Center section of myJoystar.
Joystar also conducts weekly conference calls. Topics include, but are not limited to: New Member Orientation, Technology Training, Vacation & Tour Sales Training, Advanced Cruises Sales Training and AgentPort Email Training. Don't worry if you happen to miss a conference call as they are now being recorded and archived in our Listen-On-Demand Library for playback 24x7.
- How do I transfer cruise/tour bookings?
Bookings can be transferred to Joystar Cruises with the permission of your current agency. The agency will need to release these bookings to Joystar Cruises. Each supplier has a different procedure and you will need to contact the individual supplier for details. Generally, it involves a signed letter from your current agency owner/manager authorizing transfer of the booking. Some suppliers accept a letter from you requesting that the booking be transferred.
If you booked direct with the cruise line without going through an agency, most suppliers will transfer the booking to Joystar Cruises with your authorization.
- Do you do the bookings for me?
As a professional travel agent you own your clients and their bookings. We simply offer our services to you as a host agency and to assist you. Our experienced member agents are expected to do 100% of the work for 70% to 100% of the commission. If we do any of the work for you, you will be paid at 30%.
- My customer is paying by cashiers check, what do I do?
Advise the suppler that Joystar will be sending an agency check. The supplier will only accept an agency check from Joystar. Forward your client's Cashiers Check or Money Order (personal checks not accepted) made payable to Joystar, Inc. This must be done in advance of the payment due date or express mail charges may apply. Once received, we will issue the supplier an agency check.
- Can I book tickets for my corporate accounts?
Yes. You have the option of adding Sabre or Amadeus GDS.
Service Fees and Discounting
- Can I rebate or discount some of the commission on a cruise or tour package?
Each supplier has their own policy on discounting. If the supplier does not allow discounting, then the full amount must be paid to the supplier. For those suppliers who allow discounting, you must document the discount in your Booking Notification Form so that Joystar does not think that the supplier has shorted your commissions. Check with the individual supplier for their discounting policy.
- Am I charged for the cost of mailing cruise/tour documents?
Effective March 22, 2006 - Joystar updated its shipping and handling fee policy as it releates to travel documents sent to our headquarter office from individual suppliers. Please note that the following fee structure will be used when processing documents received by Joystar and then forwarding to member agents or their clients. We highly recommend that members choose an appropriate method of shipping with tracking capabilities for all important travel documents. Members select method of shipping when documenting their sales in our Booking Notification Form.
Shipping & Handling Fees
- US MAIL - billed at cost
- PRIORITY MAIL - $5.00
- DHL OVERNIGHT - $15.00
- DHL 2-DAY - $10.00
- DHL GROUND - Billed at cost
- DHL INTERNATIONAL - Bill at cost
Special Note:
Shipping and Handling charges are automatically deducted from independent contractor / agent commissions and appear on the monthly "Agent Statement." The above rates for Priority Mail and DHL are based on standard "Letter" size packaging. Actual rates may vary depending on size, weight and final destination. Joystar retains the right to deduct the actual cost of shipping and handling from contractor / agent commissions for charges that exceed the above pre-determined rates.
- Do the cruise lines have a new policy regarding how they handle documents?
Joystar members, at time of booking, have the option to request that travel documents be sent directly to them or to their clients. In most cases, the following cruise lines will absorb the costs of normal postage and handling thus saving you both time and money. Express and overnight delivery fees vary from cruise line to cruise line.
- Carnival Cruise Lines (Change online at www.bookccl.com)
- Celebrity Cruises
- Clipper Cruise Lines
- Costa Cruise Lines
- Cunard Cruise Lines
- Delta Queen Steamboat
- Disney Cruise Lines
- Holland America Line
- MSC Cruise Line
- Norwegian Cruise Line
- Oceania Cruise Line
- Orient Lines
- Radisson Seven Seas Cruises
- Seabourn Cruise Lines
- Silverseas Cruises (domestic addresses only)
- Star Clipper
The following cruise lines have varying policies regarding client documents which are outlined below for your review:
- Carnival Cruise Lines - You may change the Doc Delivery address at www.bookccl.com. Phone requests will not be honored
- Princess Cruises - supplier will send documents to passenger's address as an alternative to the agency of record (Joystar Cruises)
- Peter Deilmann River Cruises - supplier will send documents to Joystar members but not directly to clients
- Viking River Cruises - supplier will only send documents to the agency of record (Joystar Cruises)
- Windstar Cruise - supplier will send to an alternative address for a fee of $25
- How can I charge a separate service fee?
Submit a Service Fee Request Form along with a copy of the supplier confirmation and a Credit Card Authorization Form. Remind your client that there will be two separate charges, one from the supplier and one from Joystar.
- How can I add an agent's fee without my client knowing?
Some suppliers allow additional fees to be included in the total package price and are transparent to your client. VAX/VacationAccess is a good example.
If the supplier does not allow you to add an additional mark-up that is transparent to your client, you will need to charge a separate service fee. The best thing to do is be honest and have confidence in yourself. You've worked hard for this client, you've booked him/her exactly what they wanted and you deserve to be paid for your time, effort and expertise. If your client booked anywhere else, they would have had to pay, if not several fees, at least one or two additional fees for the transaction. Expedia charges several fees once you have gone through the whole booking procedure on their site. In fact, clients are not aware of Expedia's fees until the very end of the booking process. So be honest and upfront with your client about this.
Marketing, Member Benefits and FAMS
- Do you offer the IATAN and CLIA travel agent ID cards?
Yes. All of our experienced agents receive a CLIA card after completing at least one cruise booking. You are eligible for the IATAN card once you have generated a minimum of $5000.00 in commissions within a 12 month period. If you are on target to generate $5000.00 per year in commission we will issue you a 6 month interim card so you don't have to wait. If you have never been on an IATAN list, there is a 6 month waiting period in addition to the above commission requirements. Link to CLIA Photo ID information / application.
- Will I receive travel benefits and discounts?
Yes. You will be eligible for Travel Industry benefits including deep discounts from Cruise Lines, Hotels, Car Rental companies and Tour Operators. All of our agents who sell cruises qualify for the CLIA card and you can earn the IATAN card when you meet their requirements, which is $5,000 in commissions. Link to IATAN Card information.
- How will I be kept informed of important industry news?
In addition to other trade publications, our AgentsOnly Extranet - myJoystar will provide you access to Travel Industry news, supplier specials, FAMs, and much more - all updated daily. We also offer CCRA + TIM, a free desktop application that tracks agent incentives and rewards.
- Do you offer a direct mail marketing program?
Yes, as a Joystar Agent you will benefit from several marketing sources. One source provides an e-mail marketing campaign called AgentPort. Some mailings have a minimal charge, other mailings are free.
- Can I use Joystar's name or should I use my own?
The decision is yours. There will be great advantages to you by using the Joystar brand, but you can personalize all your marketing materials with your agency name with Joystar as your affiliated agency. Should you decide to use the Joystar name and/or logo, you must identify yourself as an Independent Agent of Joystar. Example: Fabulous Vacations, an Independent Agent of Joystar or Roy Rogers, an Independent Agent of Joystar.
- How do I market my site?
There are several things you can do to set your presence within the travel community. You can utilize Yahoo's search engine and its 12 affiliates for a small monthly fee without the commitment of a contract. You get to hand pick the keywords you want to use to drive potential clients to your site. Your website will be placed in one of the top three positions on Yahoo. You can also create your own flyers and place them around your neighborhood, local coffee houses, churches, rec centers, schools, or even community events. Old fashion word of mouth is powerful as well.
- Where can I find information on travel agent rates and FAMs?
Mailpound.com is a site that is dedicated just to travel agents and offers all kinds of FAMs, as well as, agent rates. It is also a great site to utilize the various specials that the suppliers are offering in which you can send in a mass mailer out to your clients. You can also find FAM listing within the Joystar AgentPort tool set.
- How do I renew my sales agreement each year?
The agreement will renew for a period of 1 year, unless either party provide written notice within 30 days prior to the end of your 1 year contract.
Technology and Supplier Websites
- How do I know when someone books on my website?
You will receive a confirmation e-mail of the booking once it is confirmed for your client.
- How do I obtain access to supplier web sites?
While some suppliers allow self-registration, others require Joystar's agency administrator to create your account. Preferred supplier registration instructions and full supplier details can be found in the Preferred Supplier section of myJoystar located in your AgentsOnly back office. Click "details" for full supplier information. For questions or registration information regarding non-preferred suppliers, uncheck "show perferred suppliers only" box located at the top of the preferred supplier page or e-mail rmoore@joystar.com.
- Does Joystar offer a list of all the supplier website logins?
Joystar does not offer a list of supplier website logins except for Preferred Suppliers. For questions or registration information regarding non-preferred suppliers, please e-mail rmoore@joystar.com.
- What are the hidden costs of your member programs?
There are no hidden costs. Other costs associated with the program may include document shipping fees, monthly fees for a GDS (optional), and a fee associated with each ticket you issue through the GDS.
- Can I do my own air/car/hotel invoicing & ticketing?
If you subscribe to a GDS, you will have control of invoicing and tickets will be issued by an automated QC program. If you are not using the above software, you can book online air, car and hotel with the resources available to you in myJoystar or you may book direct with the supplier.
- I currently have a GDS subscription; can I transfer from another agency to Joystar?
We currently offer Amadeus and Sabre. The transfer is simple however you must first pass a background check. The cost for GDS background check is $90 and is non-refundable.
- Can I get full access to a GDS?
Yes! We require a complete background check (criminal, credit and employment verification) at a personal cost to you of $90. We do not approve those with a criminal background.
- Below 500 - will not be approved
- 501-699 - will be reviewed individually
- 700 or higher will be approved
There is also a monthly fee of $20 for Sabre plus a $1.50 per ticket issued and $50 per month fee for Amadeus plus a $.75 per ticket issued.
Insurance, Travel Seller Laws and Bonding
- Will I need Errors & Omissions Insurance?
Joystar carries a $2 Million E & O Insurance policy. All Joystar I/Cs are covered under the plan at no cost to them. The insurance only covers work they perform on behalf of Joystar (using Joystar's ARC/IATA and CLIA numbers). Joystar members will not be covered under our policy for any bookings made direct with suppliers or through an agency other than Joystar. If you wish to purchase additional insurance, we recommend the following providers.
Driver Alliant Insurance Services, Inc.
An Alliant Resources Group Company
Thomas J. Acee
First Vice President
420 South Broadway
Escondido, CA 92025-4915
Phone: 760-740-2040
Fax: 760-745-5732
Email: tacee@driveralliant.com Web: www.driveralliant.com License: 0C36861
(Please let Tom Acee know you are a Joystar member as we have a discount program with his company.)
You can also consult with The Berkely Group for E & O Insurance.
The Berkely Group
Insurance Exclusively for the Travel Industry
300 Jericho Quadrangle, 3rd Floor
P.O. Box 9022 Jericho, NY 11753
Phone: 800-797-4514
Fax: 516-294-1821
Web: www.berkely.com
Professional Liability, 'E & O' Insurance Overview
- Some states have a "Sellers of Travel Law". Do I need to register?
Please check the state in which you live in order to determine the requirements. Generally, you will need to complete a form identifying your name, business name, address and our agency as your host.
- Do I need to be bonded as a travel agent?
Joystar Agents - No. Since you will be booking under our agency number, there is no need for you to be bonded. Agents using their own Name or using a DBA license - you may need to be bonded depending on the laws governing your state.
- I have always worked in a traditional Travel Agency, is it really possible to operate my business from home?
Absolutely! With today's advanced technology, you can run a massive travel business from your home or office. With the tools and support we provide, you have the flexibility of operating your Travel Agency from anywhere in the world.
- What are the tax advantages to owning a home-based business?
Be sure to check with your accountant, but as a general rule, self-employed people may deduct ordinary business expenses such as membership and subscription fees, professional training, computers, office furniture, advertising, etc. Basically, whatever it costs you to generate income is a business expense and is deductible.
- Can I hire travel agents to work for me?
Yes, but under the Enterprise membership program only. You will be given a Master ID and each of your sub-agents will receive their own ID for booking reservations. Each month we pay the Master Agent and send you a detailed report of all earned commission using your Master and sub-agent IDs. It is your responsibility to distribute the applicable commission to your agents. The first 5 sub-agents are included in your fees. Each additional sub-agent is $20 per agent, per month. The Master Agent is also responsible for getting W9's from each agent and issuing 1099's at the end of the year for each sub-agent.
- Can I sell insurance to my clients?
Yes. Joystar's preferred supplier for trip insurance is iTravel Insured. iTravel Insured quotes net rates and allows you to set your own commission. This feature allows you to match supplier rates and earn more commission than what the supplier offered. The insurance program is embedded in the Booking Notification Form so you can auto-include insurance on every invoice.
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