Please remember we do not accept commission research requests over the phone or via email. We only accept commission research requests via Travel Commission Research Form. If you have issues with the form, please let us know via a support ticket. This is to help the Commission Department keep all information about the agent's request and booking in one place that is easily retrievable and in our records. It also saves attachments to the ticket which we may need during the research process.

Using private email or over the phone requests means we have no accessible or searchable record that the request ever happened. This can lead to payment issues and misunderstandings, which are easily avoidable if the agent submits a Travel Commission Research form.

We will only accept Travel Commission Research forms up to 12 months past the travel date. You can review our Policies and Procedures from the Resources Center tab on your Xstream Agent Hub.

Common FAQ
 

When do commissions payout? 

Commissions release every Friday after 4pmCT*. You can view your commission reports from your XstreamCRM under the Commission Reporting tab. 

*Please allow 1-3 business days for the commission to hit your account. Every bank is different. We can't control when your online banking statement updates. 

You can view when your commission will payout on a booking from your CRM under the +commission tab. Click the tab to view either that commission has not yet been received (it will say "Outstanding,") -or- you will see a listed forecast date for when the commission will be released to you. Please know this date may change depending on changes to your booking. 

When do vendors send commission?

First, remember that our preferred suppliers generally pay quicker than other vendors on your Vendor List. For most vendors, we generally receive your commission 1-8 weeks after the travel end date. Car rental commissions and checks directly from the vendor (like hotels) can take longer to receive, especially if the payment is received via check through a postal delivery service. Keep this in mind when choosing which vendor to work with. 

Next, it's important to realize every vendor pays differently. Xstream does not control when a vendor sends your commission, but we will post it as soon as possible after it's received as long as your booking has been posted to your XstreamCRM correctly. You should check your Vendor List in case there are any special instructions about commissions or how to post bookings to your XstreamCRM. 

If you're not sure when a vendor pays commission, ask them -or- review their training on their site. Many vendors give a timeline of when commission is paid to travel advisors, or can answer specific questions about your commission if you reach out to them. We've listed as much contact information we can find for each vendor on your Vendor List, but you can also check the vendor's site to see if there is any special contact information for their accounting or commission department. 

Remember, you are an independent contractor and, as the booking agent, you are uniquely authorized to contact the vendor to inquire about your booking and your commission. 


Tip: To view if your commission was sent for an ALG booking:
1. Log into Vax and bring up your booking under the Existing Reservations tab by typing in your reservation number and retrieving the reservation. 
2. Scroll down to the bottom of the reservation page and click on the History tab. Then select Accounting Activity next to History Type. 
3. If your commission was sent you will see "COMMISSION," in all caps with a negative amount (don't be worried about the negative. It means it was debited from ALG, meaning a negative to them, positive to you!), and then the date it was sent.

Remember we always pay your commission to you after the travel date in case any changes to the commission amount occur. If you did not post your booking to your XstreamCRM until after the date the commission was sent, please submit a Travel Commission Research Form. Your commission is being held until claimed. We accept research forms up until 12 months past the travel date for your booking. 

Please download the ALG viewing-reservation-history.pdf for additional information on using the Reservation History in Vax.

Tip: To view if your commission was sent for a Carnival booking:

1. Log into goccl and open your booking.
2. Under the Payment tab select Payment History.
3. Commission will generally be indicated under the Description notes as "payment/ERF," and then a negative amount. This means negative to Carnival, a positive amount to you! You'll be able to see the date issued and the amount.

Please know we will receive the commission on the Friday following the listed issued date.


My commission was applied to my booking on my XstreamCRM, but I didn't receive it 
 

This is likely an issue with the agent's Payoneer account.

Log into the Xstream Agent Hub and then click on the Resources Center tab or My Business tab. From there click on "Access Payoneer site."  

Once the agent has accessed Payoneer they can update their banking information or set up their Payoneer account. Once the account is setup or updated, please submit a Help Desk ticket from your Xstream Agent Hub under the Travel Agent Support category. In your ticket indicate you did not receive your commission because your Payoneer account was not up to date. Give the date the payment should have transferred and the amount. We will then reschedule the commission payment through Payoneer.  Please allow 1-3 business days for the payment to process.  


Payoneer fee
There is a yearly Payoneer fee of $29.95 if you choose to receive commissions via Payoneer debit card and do not earn more than $2,000 in a year. If you setup to receive payments via ACH, this fee does not apply. 

Agent needs help with Payoneer  

Please visit the Payoneer Support Center. 
 

My commission was never posted to my booking on my XstreamCRM 

Not receiving commission can happen for a few different reasons, but by taking a few steps we can quickly assist you to locate and release your commission.

  • First, check to see if the commission was already paid to you by checking your Booking Desk on your Xstream Agent Hub. If no commission was posted next to the booking, check your commission reporting in your XstreamCRM. 
  • If commission does not show on your Booking Desk or your XCRM commission reports, review the Vendor List located on the Xstream Agent Hub to see if there are any special posting instructions for how to post the booking to XstreamCRM. Click on the vendor's logo you booked with to see the vendor's instructions, and the scroll through the information to see if there are any instructions listed under "Commissions." (Please remember no matter which vendor you book with, your booking should ALWAYS be posted immediately after you book the trip and receive a confirmation number. Any delay in posting your booking to your XstreamCRM may result in a delay in payment.)
Eg. Carnival and RCCL send commission for group cruises to Xstream referencing the group number only (even if the group space wasn't filled). This means when you post your booking to your XstreamCRM you must post the booking with the group confirmation number. 

  • Next, review your confirmation details for the booking from the vendor to ensure you've posted your booking correctly on the XstreamCRM. The letter l is not the same as the number 1, but they can look very similar. Be sure to correct any errors.  
  • If it has been 60 days past the travel date and you still have not received your commission on a booking, contact the vendor directly and ask if the commission has been sent to Xstream Travel. If no, see if the vendor requires any additional information from you. It can be the case the vendor requires the agent to invoice the hotel or vendor. A template hotel invoice is located on the Xstream Agent Hub under the Forms & Documents tab from the Resources Center.   

    If the vendor indicates they have already sent the commission to Xstream Travel, submit a Travel Commission Research Form from the Xstream Agent Hub. Be sure to include the check/payment date, the payment or check number, the commission amount, and the confirmation number they vendor referenced on the check/payment for the booking. If the vendor has sent the commission, they will have this payment information. Please include this payment information on the Travel Commission Research Form and any other information you can provide so we can locate your booking and your commission.   

    Once the Travel Commission Research Form is received, the Travel Commission Department will begin the research process and may reach out to you to verify your booking details. You may also be asked to follow up with the vendor for additional payment information. Remember, the more information you provide on the form, the quicker we can locate and post your commission.   


Please remember we will only accept Travel Commission Research forms up to 12 months past the travel date. You can review our Policies and Procedures from the Resources Center tab on your Xstream Agent Hub. 


My commission amount is not what I expected 
 

Xstream Commission Tier payment schedule:

  • Tier 1 and New Face receive 75% of the commission sent to Xstream by the vendor. This means if $100 in commission is sent to Xstream, the agent will receive $75.  
  • Tier 2 receives 85% of the commission sent to Xstream by the vendor. This means that if $100 in commission is sent to Xstream, the agent will receive $85.  

    To receive commission on the Tier 2 payment schedule the agent must be an IATA card holding agent -or- must earn $5,000+ commission in a year.

If you believe that the commission sent to Xstream is not correct, contact the vendor directly for the commission breakdown for your booking. If additional commission was sent, please submit a Travel Commission Research Form from the Xstream Agent Hub. On the form provide the date the additional commission amount was sent, check or payment number, additional commission amount, and the confirmation number that was used on the check/payment for your booking.  

How much is referral commission?

Total commission received will be paid out at 75%. If another agent has referred travel to you, you the booking agent will receive 50% and the referral agent will receive 25%. Please put the agent's Agent ID on the booking when you post it to your XstreamCRM on your Xstream Agent Hub.

If you refer travel to the home office, you (the referral agent) will receive 25% of the commission received to Xstream for referring the booking.

How do I view my enroller 5% bonus commission?

You can view your commission reports from your XstreamCRM under the Commission Reporting tab. 

Have questions about service charges or commission mark-ups? See our help article here.
 

My commission didn't transfer from my eWallet to my Payoneer account (non-US agents ONLY. As of November 2020 all US agents are paid directly through Payoneer.)  

If you are an agent living outside the US and you have not receive your commission transfer from eWallet to Payoneer, first check that your banking information is both correct and current in Payoneer. Then, please submit a Help Desk ticket from your Xstream Agent Hub. Please provide the Transaction#, date of the transfer, and transfer amount. We will reschedule the payment. Please allow 1-3 business days for the funds to hit your Payoneer account. 


Payoneer and eWallet transfer minimums

Payoneer: Minimum of 25$
eWallet: Minimum of 40$ 

Both eWallet and Payoneer have a transfer minimum. This means the minimum amount the agent must earn in the account for the funds to release.  

For US agents using Payoneer only, if this minimum is not reached, the funds will be listed in red as "carry-over". Once the agent reaches 25$ in commission, all held commissions will process. 

eWallet will not allow the agent to transfer funds for anything under $40. If you are a US agent that still has funds in eWallet, please submit a support ticket so we can manually push your funds through to Payoneer.   

Commission not received; has not completed XTU or Agent Checklist

If the agent has not completed their XTU training or their agent Checklist, they must do so immediately. Once it's completed, any commission that did not payout within 30 days of completing XTU or the agent checklist, our system will reschedule the commissions automatically for the next commission payout period. If it does not, or the original commission payout period has been more than 30 days since the training or checklist was complete, the agent should submit a support ticket from their Xstream Agent Hub so we can reschedule the commission manually. 

I see my commission posted to my XstreamCRM, but it's scheduled for a future date. Why can't I be paid out now? 

It is against our company Policies and Procedures included on the document of the same name which we required our agents to sign upon enrollment. The vendor can initiate a recall, commission change, or send additional commission or bonus at any time. For financial and reporting purposes, we pay the agent after the travel date in case any changes to the commission occur. This also helps mitigate the frequency of commission garnishes, which happen when commission is already paid but then recalled from the agent by the vendor on a future date. 

Where can I view a list of all commissions I've received and what bookings the amounts are associated to?

You will still be able to view commissions that were already posted in the old system from your Xstream Agent Hub under the Booking Desk as normal. If commission shows as paid on the reservation on your Booking Desk, just click that Weekly Commissions link above the Booking Desk and you will see a breakdown with payment date. 

For bookings in XstreamCRM click on your Commission Reporting tab from your XstreamCRM. Under the Commission Reporting click on Commission Paid and Received Report. Here is where you will see what was paid and to which bookings. There is also an Outstanding Commissions Due Report that will allow you to see which bookings still haven't received commission. 

Our recommendation is to check your Booking Desk First and then your XstreamCRM. If you locate a reservation that has not received commission and it is 60 days past the travel date, please submit a Travel Commission Research Form from your Xstream Agent Hub and we can research into the missing commission. Please be sure to include the payment information from the vendor.

How do I receive a 1099 for tax purposes?

We post a 1099 in the agent's Xstream Agent Hub at the end of January for all agents who earned more than $600 travel commissions in the previous year. More information about 1099s in located here.