⏱️ Estimated time: 5 minutes

👤 Role: Platform Administrator, Revenue Manager, Operations Manager

• How to identify why an early morning or late evening package is not appearing on your Ecommerce site.

• How to align your Ecommerce opening hours with your EMS timebands to ensure accurate package availability.

• How to adjust package arrival and departure times if changing global opening hours is not suitable.

Use this guide when a package is fully configured and bookable internally within the EMS, but fails to display or allow bookings on your customer-facing Ecommerce website. This problem typically occurs at the operational boundaries of the day, specifically for early morning packages or late evening packages.

Key Logic: The Ecommerce platform strictly respects your global venue and service opening hours. If a package is assigned to an EMS timeband that sits completely or partially outside the official operating hours configured in Ecommerce (for example, an 08:00 arrival timeband when Ecommerce is set to open at 09:00, or a late evening package extending past closing time), the Ecommerce system will block the package from being booked online. The operational windows between both systems must completely align to trigger online availability.

• Ensure you have administrative access to both the Journey EMS and Ecommerce platforms.

• Identify the exact start and end times of the EMS timeband assigned to the missing package.

• Note the current venue or service opening and closing hours configured within your Ecommerce platform.

1. Verify the package timeband in EMS

Navigate to your EMS platform and open the specific package configuration that is experiencing availability issues. Check the assigned timeband and make a note of the exact arrival and departure times (e.g., 08:00 start time or late evening end time).

2. Check your Ecommerce opening hours

Log into the Ecommerce administration dashboard. Navigate to your venue or service settings (such as the Spa or Restaurant module settings) and review the configured opening and closing times. Check if the package times fall outside these hours.

3. Resolve the conflict using Option A or Option B

Depending on your operational preferences, choose one of the following paths to align your systems:

Option A: Update your Ecommerce opening hours

If the venue is operationally ready to accept bookings at those times, adjust your global settings.

• In the Ecommerce platform, navigate to the operational settings for the specific service area (e.g., Spa).

• Adjust the opening or closing times to match or encompass the package's timeline (e.g., change opening from 09:00 to 08:00 to accommodate an early morning package).

• Click Save.

Option B: Adjust the EMS package timeband

If your global Ecommerce opening hours must remain strictly as they are, you must adjust the package instead.

• In the EMS platform, navigate back to the package settings.

• Edit the package configuration to assign it to a timeband that sits entirely within your current Ecommerce opening hours (e.g., moving an early arrival time from 08:00 to 09:00).

• Click Save.

4. Test the live availability

Go to your customer-facing Ecommerce website and attempt to search for the package on a valid date. Verify that the package now appears in the search results and can be successfully added to your booking basket.

Troubleshooting FAQs

Why is my package showing perfectly in the EMS backend but showing zero available dates on the live website?

This is almost always caused by a time conflict between systems. If the package falls even slightly outside your Ecommerce venue operating hours (like an 08:00 package arrival when the Ecommerce setting says you open at 09:00), the website will treat the entire package as unavailable and hide all dates. Review Step 3 to align them.

I fixed the package availability timings, but now I am seeing a UEX000 error code or promotional pricing issues in the basket. What should I do?

A UEX000 error typically indicates a secondary issue with rate mapping or live pricing rules after the timeband itself is fixed. Check your promotional pricing configurations for that specific date range. If you need a hand, the Journey Support Team is available via live chat on our support portal or at support@journey.travel to investigate deeper system synchronisation.

Best practice:

• Edge-of-Day Audit Routine: Whenever you create a promotional package that operates early in the morning or late into the evening, always double-check your venue's global opening hours in Ecommerce as part of your standard setup checklist.

• Isolate the Error: If your packages still fail to display after aligning the times, do not alter your broader settings. If you need a hand, the Journey Support Team is available via live chat on our support portal or at support@journey.travel to investigate deeper system synchronization.