Frequently Asked Questions
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Customer Portal Troubleshooting

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Instructions
Having trouble accessing the Portal?

Trouble logging in:
  1. Verify you are using the same email address as you used for registration
  2. Passwords are case-sensitive so be sure you don't have caps lock enabled
  3. Your account may be temporarily disabled from too many failed log in attempts. Please wait for 10-15 minutes and try again
  4. Please use the Forgot Password feature if you require to reset your password
Reset password email not received
  1. Verify you entered the same email address as you used for registration
  2. Check your Spam / Junk /  DELETED ITEMS folder
    1. depending on your personal or company set up it is also possible that emails received in the ‘DELETED ITEMS’ folder are automatically deleted
  3. ​If possible please request your Email Administrator to whitelist the IATA.ORG domain to ensure that all IATA Customer Portal emails will pass  through your Organization's spam filters 
  4. If you still do not receive the Reset password email then please click here
Self-registration issues
  1. Please ensure that you select the correct Type of Customer
  2. Ensure that you enter the correct format for the IATA Code
    1. Airlines - 3 digits
    2. Passenger Agencies - 8 digits
    3. Cargo Agencies - 11 digits
    4. GSA / GSSA - 3 letters
  3. The IATA Code must not include any special characters such as spaces or hyphens 
  4. If you are coming from an Airline or GSA or GSSA and your combination of IATA Code + Country fails to locate your Organization then please click here
  5. If you have selected Non-IATA Agent or Other Company and your combination of Location + Company Name fails to locate your Organization then please click here
  6. Browser compatibility: The self-registration process works best with Chrome, Firefox, Safari & IE 10 upwards
  7. If you still face issues self-registering for your selected Customer Type then please go back and self-register as General Public

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