Overview
This article is an overview of how Traveler permissions work, and a guide to some of the frequently asked questions we get about traveler access.
1. There are three traveler types in Tern. "Primary Traveler", "Full Access", and "Limited Access"
Primary Traveler: these travelers are the main point of contact for the trip. The can approve and request edits on itineraries, add comments, view documents, and authorize payments. These permissions are identical to "Full Access" permissions.
Full Access: travelers with full access can approve and request edits on itineraries, add comments, view documents, and authorize payments (coming soon). These permissions are identical to "Primary Traveler" permissions.
Limited Access: travelers with limited access can see trip details, but not take any specific action such as approving an itinerary or authorizing credit card payments.
2. All new travelers added to a trip have "Full Access" permissions.
Don't worry - you can always downgrade their access by selecting "Manage Travelers" in the Trip Overview tab
3. Traveler messaging & their sign-up flow
If a traveler isn't logged in and tries to approve an itinerary, request revisions, or take any other action that requires Full Access, we prompt them to log in or create an account.
When they sign up, they just need to enter an email, password...
...and name
4. If the traveler still doesn't have the access they need, we have messaging to help
Frequently Asked Questions
Do you plan to make other updates to the traveler experience? YES - we've started to hear more and more feedback related to how travelers access Tern, and will continue to improve this experience over the next few months.
My traveler can't see the 'Documents' tab - why is that? Either they aren't logged in, or they don't have the right permissions. Make sure that you've given them "Full Access", and that they've logged in or created their account.
How is "Full Access" different from "Primary Traveler"? It's not! We default all new travelers to "Full Access", but the permission set is the same.
Why require a traveler account at all? For now, this is the best way to ensure sensitive information (like confirmation numbers), and restricted actions (like approving itineraries and authorizing payments) are protected. In the future we may build more of a "guest check-out" flow - similar to what you might see in online shopping.
What if the steps don’t resolve the issue? Contact Tern support with the specific details of the issue, such as the client's email and trip association, to get further help.
How can platform-specific login issues be solved? Ensure mobile app users log in through the menu (☰), while web app users should re-check their email and log in again from the top-right corner.
What if a client cannot see their trip despite logging in? Verify that their account permissions are correct, ensuring they have the necessary rights and their account email is linked properly to the trip.
What should I do if the client cannot access the "Documents" section despite being logged in? Ensure that the email on their account matches the email on the trip contact record, and confirm they have "Full Access" permissions.
How do I troubleshoot account creation issues for clients? Check if a client has completed account creation using the email linked to their trip. If not, assist them in signing up or share the itinerary link.