Documents and vouchers: who sees what

The Required documents grid is about paperwork coming in. Documents & vouchers is about files going out: the hotel voucher, the museum ticket, the eSIM, the insurance policy.

Both live on the trip page. This article covers the second.

Uploading

At the top of the section, pick a type in the dropdown — Voucher, Ticket, Passport, Insurance, eSIM or Other — then press ⇪ Upload and choose the file. The type you picked is applied to the upload; you can change it later on the card.

If the upload fails, the message names the cause: file storage has not been configured for the workspace yet.

Files that travellers send to the concierge in chat land in this same list automatically.

The card

Each document is a card with everything editable in place:

1. Type — the dropdown in the stub, top left.
2. Name — click the filename to rename it. Travellers see this name, so Colosseum skip-the-line ticket beats scan_0043.pdf.
3. Owner — either 👥 Shared — whole trip, or one named traveller.
4. Instructions — free text shown under the file. This is where eSIM activation steps or "show this at the side entrance" belong. The concierge quotes it when a traveller asks.
5. Requirement — which of the trip's required documents this file satisfies, or — no requirement —.
6. Itinerary link — attach the file to a segment so it is served with that activity.

The ✕ on the card deletes the file for everyone, agency and travellers alike, and asks for confirmation first.

Linking to an itinerary item

Press + Link to itinerary item and pick a segment from the list. When the system recognises which segment a file belongs to, it proposes one instead: a dashed suggestion chip with the segment title, Link to accept, ✕ to dismiss.

A linked voucher shows up on the segment in the traveller's day page and portal, next to the directions button. That is the difference between "the voucher is somewhere in your documents" and "the voucher is on the line that says 14:00 Colosseum".

Visibility, precisely

This is the part worth getting right.

• A document with no owner is shared with everyone on the trip.
• A document owned by a traveller is visible to that traveller, and to anyone whose portal link covers them.
• A personal portal link covers one traveller — unless that traveller leads a group, in which case it covers the whole group.
• A group portal link covers every member of that group.

So a group leader — a parent, a teacher — opens their link and sees the files of the people in their group, plus everything shared with the trip. They never see documents belonging to travellers outside their group.

On day pages the same rule applies per traveller: shared documents, plus their own, and nothing else.

For minors, file the document against the child and handle the request through their guardian, who receives the child's important messages alongside them. See groups, leaders and rooming.

Storage and links

Files are held in object storage and never served directly. Every link a traveller opens — on a portal, on a day page, in chat — is a signed URL generated at the moment the page is rendered, which is also why a day page can never arrive with an expired document link. More detail in where your data lives, and who can see it.

Fixing a wrong match

When a traveller sends a file in chat, it is filed against them and matched to a requirement. If it lands on the wrong requirement, open the card and change the Requirement dropdown; the status grid updates immediately. If it was filed against the wrong person, change the Owner dropdown — which also changes who can see it.

Related: requesting documents and chasing them, sign-and-return forms and templates, what the concierge sends.