FAQs

Contents
About TimaticWeb 2 ......................................................................................................................... 3
What is Timatic?.................................................................................................................................. 3
Which type of Travelers and Travel Documents are covered by Timatic? ......................................... 3
What is TimaticWeb 2 ......................................................................................................................... 3
What are the benefits for Travel agents? ........................................................................................... 4
What are the benefits for Airlines?.................................................................................................... 4
Using TimaticWeb 2 .......................................................................................................................... 4
How do I access Passport Visa and Health information?.................................................................... 4
Which travel documents are supported in TimaticWeb 2? ................................................................ 4
What are Default Settings? ................................................................................................................. 5
How do I change my Default Settings? ............................................................................................... 5
Why do I receive additional information, even if TimaticWeb 2 states that the traveler has
sufficient travel documents? .............................................................................................................. 5
What are Templates? .......................................................................................................................... 5
What is History? .................................................................................................................................. 5
How can I access Customs, Currency and Airport Tax information? .................................................. 5
Integration Options and creating your own version of TimaticWeb 2 .............................................. 5
What is TimaticWeb Co-branded? ...................................................................................................... 5
How can I create my own Co-branded site? ....................................................................................... 6
Can I restrict access to my co-branded site? ...................................................................................... 6
Can I integrate my cobranded site into existing applications or e-booking sites? ............................. 6
How can I send TimaticWeb 2 information to my customers?........................................................... 7
Managing Master-User and Sub Users Accounts .............................................................................. 8
Can I set up additional accounts? ....................................................................................................... 8
How do I create Sub-User accounts for my colleagues or branch offices? ........................................ 8
How to I disable Sub-Users? ............................................................................................................... 8
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How can I monitor usage of the site per Sub-User? ........................................................................... 8

Can more than one person use the same account? ........................................................................... 8
How can I update my account details? ............................................................................................... 8
Subscribing and Customer Support ................................................................................................... 8
How can I subscribe to TimaticWeb 2? ............................................................................................... 8
Can I try TimaticWeb 2 before purchasing it? .................................................................................... 8
Can I access TimaticWeb 2 with my TimaticWeb (original version) credentials?............................... 8
Can I access TimaticWeb 2 with my existing Timatic credentials? ..................................................... 9
How long is the subscription for? ....................................................................................................... 9
How can I cancel my subscription? ..................................................................................................... 9
How can I contact Customer Support? ............................................................................................... 9
TimaticWeb 2 Fees and Invoices ....................................................................................................... 9
How much does TimaticWeb 2 Cost? ................................................................................................. 9
How often will I be invoiced?............................................................................................................ 10
How can I pay my invoice? ................................................................................................................ 10
What is a Transaction? ...................................................................................................................... 10
Are Transactions bundled with those made using other Timatic solutions? ................................... 10
Why am I being invoiced for less transactions than I made? ........................................................... 10
TimaticWeb 2 Content and Technology .......................................................................................... 10
Where does the information contained within TimaticWeb 2 come from? .................................... 10
What if a passenger is denied boarding by an airline or entry into a country by immigration
officials? ............................................................................................................................................ 11
What should I do if I believe the information contained within Timatic is incorrect? ..................... 11
What should I do if TimaticWeb 2 does not work on my computer? ............................................... 11

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About TimaticWeb 2
What is Timatic?
Timatic is the database of Passport, Visa and Health regulations used by the entire aviation industry.
Airlines and Travel Agents use Timatic to provide advice on border requirements to passengers at
the time of booking, and airlines use it at the time of boarding to ensure that passengers have
sufficient travel documents for their destination and any transit points. If your passengers do not
have sufficient travel documents the airline will not carry them!
Timatic is comprised of:

Passport regulations and recommendations

Visa regulations and recommendations
Health regulations and recommendations
Airport Tax to be paid by the traveler at either departure or arrival airport
Customs regulations relating to import/export of goods and small pets by a passenger
Currency regulations relating to import and export by a passenger
News relating to changes in immigration rules or practices

Timatic is maintained by a group of immigration specialists with access to over 1,000 sources
worldwide, and is updated on average 53 times per day.

Which type of Travelers and Travel Documents are covered by Timatic?

Timatic includes destination and transit regulations for various types of travelers including Normal
travelers, Diplomats and other Official travelers, Military, Refugees, Airline Crew and Sea Crew.
Over 50 different travel documents are supported in the Timatic database e.g. Normal Passports, ID
Cards, Diplomatic Passports, Military ID, Seamen Book etc
Information is included for passengers traveling for Leisure, Business and on Official Duty.

What is TimaticWeb 2
Providing customers with Passport, Visa and Health travel document information can often be
complicated and time consuming. So in order to transform this cumbersome task, IATA has
developed TimaticWeb 2 which simplifies and speeds up the task of providing this information to
your customers. TimaticWeb 2 will help you to work more efficiently, while at the same time
enhancing the service you provide to your customers.
TimaticWeb 2 is your one stop for checking passenger travel document requirements and includes:
1.
2.
3.
4.
5.
6.
7.
8.

Passport, Visa and Health regulations and advice, personalized to the traveler!
Customs, Currency and Airport Tax information
Cobranding and Integration options for your own website
Send to traveler options
Default settings which can be personalized
Traveler and Route Templates
Sub-account creation and management
Detailed management and usage reports

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What are the benefits for Travel agents?

TimaticWeb 2 is a new solution from IATA which enables you to check and communicate passport,
visa and health requirements to your customers. This advice is personalized for each traveler based
on their itinerary and personal details, e.g. their travel document. Using TimaticWeb 2 will help you
to:

Enhance the service you offer to your customers

Differentiate yourself from your competitors
Improve your efficiency as customers can help themselves using the cobranded version of
TimaticWeb 2

Many travel agents and airlines have included TimaticWeb co-branded onto their internal and
customer facing websites with very positive results.

What are the benefits for Airlines?

TimaticWeb 2 is a new solution from IATA which enables you to check and communicate passport,
visa and health requirements to your customers, and streamline the passenger travel document
check process at Check-in/boarding.
This advice is personalized for each traveler based on their itinerary and personal details such as the
travel document they hold. Using TimaticWeb 2 will help you to:

Enhance the service you offer to your customers

Differentiate yourself from your competitors
Improve your efficiency as customers can help themselves using the cobranded version of
TimaticWeb 2

Many travel agents and airlines have included TimaticWeb co-branded onto their internal and
customer facing websites with very positive results.
Some airlines have even integrated the solution into their kiosk applications. You can find more
information on Cobranding in other sections of the FAQ and by clicking on Integration Options. For
more information on this, please contact us at customerservice.INDP@iata.org

Using TimaticWeb 2
How do I access Passport Visa and Health information?
In order to access Passport, Visa and Health advice, simply click on the Passport, Visa and Health
menu option on the top of the screen, fill in the form entering a minimum of Nationality, Destination
Country and Document Held.
Entering more fields will result in a shorter, more concise and personalized responses!

Which travel documents are supported in TimaticWeb 2?

Over 50 different travel documents are supported in the Timatic database e.g. Normal Passports, ID
Cards, Diplomatic Passports, Military ID, Seamen Book etc.

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What are Default Settings?

Once you register, you will be prompted to complete your default settings. This means that when
you load the Passport, Visa and Health enquiry screen, these default settings are prepopulated. For
example, if most of your customers have US nationality, you could set the default nationality to the
US. You can always change the nationality on the enquiry page, and the default settings on the
Settings page

How do I change my Default Settings?

You can change your Default Settings at any stage by clicking on the Settings option in the top menu
and selecting to Edit Default settings.

Why do I receive additional information, even if TimaticWeb 2 states that the

traveler has sufficient travel documents?
TimaticWeb 2 provides details on Passport, Visa and Health requirements, and will determine
whether the passenger has sufficient documentation meeting immigration requirements, or
whether, for example, a visa or a Yellow Fever certificate is required.
TimaticWeb 2 also includes additional information which will be useful for the passenger, e.g.
whether the passenger can get a Visa on arrival and any conditions, or whether it is recommended
to take additional health precautions such as Malaria tablets.

What are Templates?

If you typically perform similar transactions on a regular basis with minor changes between each
enquiry, you can set up a template. This means that when clicking on the template name, you are
brought to the Passport, Visa and Health form with the saved template values already prefilled.
So for example, if you have a client who you regularly perform checks for, you could create a
template including all of their details so you would only need to enter their itinerary details in order
to perform a check.
Similarly, if you book many passengers on a particular itinerary (e.g. for a conference, or travel to
head office), you could create a template with itinerary prefilled so all you need to do is enter the
travelers details!

What is History?
You can view historical transactions by clicking on History. This could be useful if you want to re-run
a transaction but with slight changes.

How can I access Customs, Currency and Airport Tax information?

You can access Customs, Currency and Airport Tax information by clicking on the Country Info menu
item and selecting the relevant country.

Integration Options and creating your own version of TimaticWeb 2

What is TimaticWeb Co-branded?
TimaticWeb 2 enables you to easily create your own co-branded version of TimaticWeb 2 with no
programing skills required. This co-branded site is highly customizable and does not require the user
to log-in to TimaticWeb 2. As such the cobranded site can be included on your external website or
internal intranet site(s).

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This provides your customers and staff with a seamless experience when accessing Timatic
information on your site(s).

How can I create my own Co-branded site?

You can create your own version of Timatic Web 2 using the Integration Option feature of
TimaticWeb 2. Creating a co-branded site is easy to do and takes only a few minutes.
Using the simple customization form, you select your formatting and functionality options on the left
hand side of the form. An example of how your cobranded site looks is immediately displayed on the
right hand side of the screen. Customization options include:

Page title
Upload logos
Page title, sub-titles, text and button formatting
Hide option for certain fields
Default fields values
Security features.

Once you are happy with how your cobranded site looks you should save it. Once saved, a URL is
generated, and this URL can be used to include the cobranded page on your site using an (i) Frame.
You can always add, edit or delete co-branded sites.
For integration with other systems, you can imbed itinerary and passenger details into the URL, See
Integrated URL for more information.
For more information on creating a co-branded site, check-out the Integration Options Video.

Can I restrict access to my co-branded site?

Yes you can restrict access to your TimaticWeb 2 cobranded sites by specifying a website address
where the user must originate from in order to gain access. This should be the URL or specific page
address where the co-branded site will be located.

Can I integrate my cobranded site into existing applications or e-booking sites?

Yes. If you have details about the passenger or their itinerary, you can create a URL with this data
imbedded in it so when the user lands on the co-branded inquiry page, the passengers itinerary or
document details are already pre-populated. This means they may only need to click on Submit to
access personalized Passport, Visa and Health advice. This is extremely powerful feature when
integrated into web reservations, check-in kiosks or any environments where quick access to Timatic
information is required.
To use this feature, you first need to create a co-branded website (see previous questions). You then
need to imbed the passenger or itinerary details in the URL using a specified format. For example, nc
is the code for Nationality, so if you want to have the default nationality being French, then you add
nc=FR to the URL. You need to include &rule= before the data elements.
For example, where the destination is Japan, the passengers nationality is French and they are
arriving on the 29 November 2013, the URL would be comprised of:
<your cobranded website URL>

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The following data fields can be embedded in the URL:

Itinerary Details

Destination Country, or

Destination Airport Code

Departure Country, or

Depart Airport Code

Arrival date

Stay Duration

Purpose of stay

Airline Code

Transit country dates and times

Countries Visited Last 6 days

Traveler and document details

Nationality

Document Held

Document Issue Country

Document Issue Date

Document Expiry Date

Document Feature

Country of Birth

Birth date

Gender

Residence Country

Residency Document
A full list of all codes is included on the Integrated URL page
http://www.timaticweb2.com/integration/integrated-url

How can I send TimaticWeb 2 information to my customers?

You can also send the results of a Passport, Visa and Health enquiry to customers. To perform this,
you need to click on Send to Customer link at the bottom of the response screen and copy the link
text into an email using your standard email application.
Two options are available:

URL with results only Using this option the user clicks on the link and is brought to the
results screen. They have no options to change any input data.

URL with results and input fields for new search The user receives the results screen along
with the input screen. They can change the input data and re-run the transaction. The amount of
times this transaction can be changed and re-run can be restricted via the Settings page on your
TimaticWeb 2 account. The default is set to 5!
Note that if you are logged-in to TimaticWeb 2 and click on the URL, you will have access to all the
menu options at the top of the screen, however the end user will not have access to these.
This feature is available both for the Passport, Visa and Health (including co-branding) and for the
Country Information features.

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Managing Master-User and Sub Users Accounts

Can I set up additional accounts?
When you subscribe to TimaticWeb 2, a Master-User account is created. You can then set up as
many Sub-User accounts as you require.

How do I create Sub-User accounts for my colleagues or branch offices?

Once registered, click on the Sub-User tab, and then Add. You will need to enter their name, user
name and email address. They will then receive an email with a link to a page where they can
activate their account.
Only the Master-User can create Sub-Users accounts.
Remember that the Master-User account is the Master account and responsible for all transactions
made by Sub-Users. Master-Users can monitor the volume of transactions being made via the
Setting page, and can manage Sub-User account access via the Sub-User page.

How to I disable Sub-Users?

You can monitor the volume of transactions being made by Master-User and Sub-Users via the
Setting page, and can disable and enable Sub-User account access via the Sub-User page.

How can I monitor usage of the site per Sub-User?

You can monitor the volume of transactions being made by Master User and Sub Users via the
Setting page, and can manage Sub-User account access via the Sub-User page.

Can more than one person use the same account?

TimaticWeb 2 allows more than one person to use the same log-on credentials at the same time.
However it is advisable to create separate Sub-User accounts for different users.

How can I update my account details?

You can update your TimaticWeb 2 email and password settings on the Settings page. If you would
like to change your account details, you can do so by contacting IATA Netherlands Customer Service
at customerservice.INDP@iata.org

Subscribing and Customer Support

How can I subscribe to TimaticWeb 2?
You can subscribe to TimaticWeb 2 by clicking on the Subscribe button and completing the form.
After successfully registering, you can access the service immediately. You will be sent an invoice by
email and post after subscribing.

Can I try TimaticWeb 2 before purchasing it?

You can subscribe to one month free trial of TimaticWeb 2. This trial gives you full access to the
TimaticWeb 2 features and 10 free transactions per day.

Can I access TimaticWeb 2 with my TimaticWeb (original version) credentials?

If you already have a TimaticWeb account, you can upgrade from TimaticWeb to TimaticWeb 2 for
Free!

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In order to upgrade to TimaticWeb 2, simply register on the TimaticWeb 2 site making sure to
include your Timatic Customer Number when subscribing, or by contacting our customer service
department directly at customerservice.INDP@iata.org. The fixed fee for TimaticWeb 2 will not be
charged to you as you have already paid a fixed fee for TimaticWeb, but you will still be invoiced for
transactions charges where you make more than 500 transactions, just like with TimaticWeb.

Can I access TimaticWeb 2 with my existing Timatic credentials?

No, you will need to subscribe to TimaticWeb 2.
However when determining transaction charges, we combine the transactions for all products and
apply the volume discount to the total. As such it is important to let us know that you already have
an account for another Timatic product when subscribing to TimaticWeb 2. You can do this by
including your Timatic Customer Number when registering, or by contacting our customer service
department directly at customerservice.INDP@iata.org

How long is the subscription for?

All Timatic and TimaticWeb subscriptions are for a calendar year. They automatically renew for the
following year, unless you cancel it by 31st October of the current year.

How can I cancel my subscription?

You can cancel your subscription at any point prior to 31st October of the current year, and the
cancellation will take effect as of the following January. To cancel, please contact customer service
department at customerservice.INDP@iata.org
If you do not want to receive any transaction invoices for the current year, you can simply stop using
the service, and as such you are only liable for the fixed fee. You should also inform any sub-users
who you have granted access to the site that they too should not make any transactions. You can
also disable their account from via Sub-user menu section of the site. Remember that the first 500
transactions are included in the fixed fee, so you can always use these without incurring transaction
charges. If you exceed these 500 transactions, you will be invoiced for these additional transactions
even if you have cancelled your subscription.

How can I contact Customer Support?

You can contact IATA Netherlands Customer Service at customerservice.INDP@iata.org or by filling
in the form on the Contact page.

TimaticWeb 2 Fees and Invoices

How much does TimaticWeb 2 Cost?
For 2012, access to TimaticWeb 2 is EUR 499 per annum, with the first 500 transactions included
within this charge. Any transactions in excess of the first 500 will be charged according to the
following sliding scale:
0 500 transactions:
501 100,000 transactions:
100,001 600,000 transactions:
600,001 1,100,000 transactions:
1,100,001 1,600,000 transactions:
1,600,001 2,100,000 transactions:
2,100,001 onwards:
TimaticWeb 2 FAQs IATA 2012

Included in Fixed Fee

EUR () 0.1299 per transaction
EUR () 0.1166 per transaction
EUR () 0.1033 per transaction
EUR () 0.0888 per transaction
EUR () 0.0816 per transaction
EUR () 0.0743 per transaction
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If your usage commences during the year, the Fixed fee and free Transactions will be pro-rated to
the number of months remaining in the calendar year.
You will be notified of any changes in pricing by 30th September and will take effect as of the
following January.

How often will I be invoiced?

Once you subscribe for TimaticWeb 2, you will be sent an invoice for the fixed fee. This is EUR 499
for 12 calendar months. If you subscribe during the year, this will be reduced in proportion to the
number of months remaining in the year. This fixed fee includes the first 500 transactions for free,
after these first 500 transactions have been used up, you will then be invoiced quarterly for any
transaction charges. These invoices will be sent at the beginning of each quarter for the preceding
quarter.

How can I pay my invoice?

There are three ways you can pay your invoice:

IATA Clearing House You will need to be a member of the IATA Clearing House to avail of
this method. When registering for TimaticWeb 2, you can include your IATA Clearing House details
during the registration process

Credit Card Your invoice will include details on how to pay by credit card

Bank Transfer - Your invoice will include details on how to pay by bank transfer.

What is a Transaction?
A Transaction is considered to have been executed when a request is made for Passport, Visa and
Health information, Country Information (Customs, Currency and Airport Tax) and News Items.
Transactions made by sub-users and users of Cobranded sites are considered to be transactions for
the purposes of invoicing.

Are Transactions bundled with those made using other Timatic solutions?
When determining transaction charges, where a customer uses multiple Timatic products, we
combine the transactions for all products and apply the volume discount to the total. As such it is
important to let us know that you already have a subscription for other Timatic products when
subscribing to TimaticWeb 2. You can do this by including your Timatic Customer Number when
registering, or by contacting our customer service department directly at
customerservice.INDP@iata.org

Why am I being invoiced for fewer transactions than I made?

On the settings page you can check how many transactions have been made using your TimaticWeb
2 account. You will be invoiced for less than this number as most subscriptions include a certain
number of transactions included in the fixed fee (500).

TimaticWeb 2 Content and Technology

Where does the information contained within TimaticWeb 2 come from?
TimaticWeb 2 is based on the Timatic database. The Timatic database is maintained by a group of
immigration specialists with access to over 1,000 sources worldwide, and is updated on average 53
times per day.
Timatic is used by the entire aviation industry. Airlines and Travel Agents use Timatic to provide
advice on border requirements to passengers at the time of booking, and airlines use it at the time
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of boarding to ensure that passengers have sufficient travel documents for their destination and any
transit points. If the passenger does not have sufficient travel documents the airline will not carry
the passenger!

What if a passenger is denied boarding by an airline or entry into a country by

immigration officials?
Timatic/TimaticWeb 2 is provided as a guide, however it is always the airlines decision whether to
carry a passenger, and the immigration officials decision whether to admit the passenger to the
destination country or to transit through their country.
As such any disputes should be addressed directly to the airline or immigration department.

What should I do if I believe the information contained within Timatic is

incorrect?
Immigration regulations change constantly, so if you believe the information contained within
TimaticWeb 2 is incorrect, you can send the details to timediting@iata.org. We will investigate with
multiple sources within the relevant country and if verified will update Timatic.

What should I do if TimaticWeb 2 does not work on my computer?

If TimaticWeb 2 does not work on your computer, or you discover a bug, you can send the details to
customerservice.INDP@iata.org. We will then investigate and try and provide a solution for you. It
would help us solve the problem if you could send a screen dump, browser type and version, and
any other details.

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