External API Requests
Last updated: May 5, 2025
This help page explains some guidelines for what will be handled by the Channel Support team vs the Connectivity team and how to communicate requests.
Channel Support Responsibilities
Affiliate setup
New connection requests for all Hawaiian clients will be assigned to Channel Support.
- Add External API affiliate to the dashboard
- Assign the proper “External API” permission group
- Add “Default – API” Cancellation Policy
- Uncheck the “Require a voucher field”
- Make sure the correct items/customer types are visible. If needed, it’s okay to ask the client and/or External API partner for the * items/customer types that need to be visible.
Managing Pricing
- Update pricing for all API partners when needed. Identify and update tiered pricing setups used for the API when necessary.
- Helpful tips:
- We expose retail rates and retail + tax rates through the API.
- We do not expose net rates, standalone tax rates, or invoice prices through the External API in an availability request. Details of FH invoice sheets are not visible to our API partners, and are only in place for dashboard reporting.
- Reprice bookings if partners made bookings using incorrect customer types.
- Always use connected invoice sheets for API affiliates.
Additional Requests
As of April 1, 2024 any External API new connection requests will be assigned to Connectivity. If a client has complicated pricing requests those will be submitted to Channel Support separately after the affiliate is added. All Hawaii client requests will still be forwarded to Channel Support.
External Connectivity Specialist Responsibilities
Affiliate Setup
For External API new connection requests outside of Hawaii:
- Add External API affiliate to the dashboard
- Assign the proper “External API” permission group
- Add “Default – API” Cancellation Policy
- Assign an accurate price sheet and invoice sheet
- If pricing and/or invoicing should be different for this partner, or if the client is based in Hawaii, submit a ticket to Channel Support to complete updates.
- External API partners will always be set up with a billing invoice sheet because they always collect payment in their own system.
- Uncheck the “Require a voucher field”
- Make sure the correct items/customer types are visible. If needed, it’s okay to ask the client and/or External API partner for the * items/customer types that need to be visible.
Troubleshooting Live Connections
- Partner is unable to see customer type(s).
- Partner is unable to see item(s).
- Booking(s) did not come through the API.
- Partner cannot make a booking or made a booking incorrectly.
- Partner is showing incorrect availability or customer type options.
- Partner is experiencing an error in their request/our response.
- Partner is seeing incorrect pricing when price sheets have been checked by CS.
- Partner is requesting updates to location data.
- Partner is not able to read availability public headlines.
- Partner is requesting unique custom fields.
- Partner is requesting unique customer types.
- Partner is not connecting to transportation