Groups

How do we get access to GSO?

Please complete our registration form

As an Office Administrator how do I create a User? - Applies to Active Directory only

Click on your name in the top right hand corner and select User Management. Choose “Create New User”.

As an Office Administrator how do I delete a User?

Click on your name in the top right hand corner and select User Management. Choose the User Name you wish to delete and select remove.

What if my Log In/Sign In does not work?

Contact GSO Support  GSOsupport@fly.virgin.com

How can I update my phone number?

Click on your name in the top right hand corner and select My Profile. Edit your information and save.

How do I switch on email notifications for Timelines?

Click on your name in the top right hand corner and select User Management. Choose the User Name you wish to change from the menu provided. Select EDIT on the User you are amending and tick box saying Enable Timeline Notifications.

How do I know what "Group Type” to choose?

Virgin Atlantic understands Groups have different needs depending on the reason for travel. As such we have tailored terms and conditions that meet your specific market needs. Once you have ascertained your Group’s reason for travel, select your Group Type from the drop down box based on the type of travel of your group. For Example - if travel is to watch a football game – this would be Leisure Travel. If they are travelling to play competitive sport this would be: - Sport. The correct Group Type generates the Terms and Conditions for your specific group. If you are unsure please ask GSO Support GSOsupport@fly.virgin.com

What group should I put first as part of a multi origin quote?

The main group should be placed in the first flight selection field. Terms and Conditions will be pulled based on this, therefore please consult your Group Sales Executive for further details if your group is travelling in multiple cabins.

How do I view the full Groups Terms and Conditions?

You can view the specific Group Schedule on your Downloaded Offer. For the Group Booking Principle Conditions please click on the hyperlink on page one of the offer.

How do I find my saved Offers?

Click on the Tasks Queue located on the top menu bar. Then Click on Offers and all your quotes generated by your agency will be displayed.

Can I filter my saved Offers?

To filter your offers, select the filter type on the “Filter by” menu selection. You can choose as many filters as you need.

How do I cancel my filtered selection?

Your selected filters will be displayed under the Filter bar. Click on the “x” to delete your selection.

Why can’t I find my saved offered?

Ensure you don’t have any filters selected that do not pertain to the Offer you wish to find.

How do I edit an Offer?

Retrieve your saved offer. Select “Edit Offer” located on the footer bar. This will take you to the search page to submit.

What do I do if GSO failed to provide a quote?

If GSO returns an error, you can select the edit option and either change the date or time band to search for alternate flights. If you are still unable to receive a quote, please contact GSO Support - GSOSupport@fly.virgin.com

Can I book from an Expired Quote?

If your quote has expired you will need to request a new quote.

How do I know how long my Offer is valid for?

Your Offer validity is provided at the time your Offer is saved. Offers are subject to specific seat availability at time of booking; however your Offer remains valid if specific seats are available within the validity period.

What happens if I download the PDF Offer before I have saved it?

If you download the PDF Offer before saving, your Offer will not save to your Action Queue and you will be unable to retrieve it as there will be no record of the Offer in GSO. As such the Offer will have no validity period and a new Offer will need to be created if you wish to make a booking. If you have overlooked saving the Offer, you may be able to locate it on your Notification queue. Choose the offer from the notification queue and save. 

What if I do not want the quote and do not want to proceed?

Select the Reject button on the left hand side of the footer. Complete the reject offer area to document reason. The reject reason data will be available for analysis in the near future.

If I reject an offer can I re-retrieve this again?

No – once you reject the offer it is no longer open for acceptance and you cannot retrieve it. You will need to request a new Offer.

How can I view Virgin Atlantic's response to my original note sent?

The GSO records a history of communication between yourself and the Virgin Atlantic Group  Sales Team. Please click on the notes section of your quote to see the notes history.

Do I now need to save my offer?

Yes you will need to save the offer so you have a record of the request.

How do I convert my offer into a booking?

Once the quote is present in your offers, the quote is valid for 72 hours (subject to seat availability). Simply select "book" and the GSO will convert your quote into a booking.

Can I book outside system range?

Please refer to your Groups Sales Executive for your point of sale.

How do I convert my Offer to a Booking?

Open the saved offer and select the “book” icon located on the footer of your screen. If the Offer has expired, please re-request the offer

Where do I find my Group Bookings?

Once you have selected “Book” a link to your booking will be displayed in a green banner under the Offer details. This link opens your Booking ID. All bookings for your Agency can be found under the Bookings heading in the Tasks Queue.

Can I filter my Bookings?

To filter your Bookings, select the filter type on the “Filter by” menu selection under Bookings in the Tasks Queue. You can choose as many filters as you need.

How do I cancel my filtered selection?

Your selected filters will be displayed under the Filter bar. Click on the “x” do delete your selection.

Why can’t I find my Group Booking?

Ensure you don’t have any Filters selected that do not pertain to the Group Booking you wish to find.

How can I view my held PNRs?

• Select the Booking ID from Bookings in the Tasks Queue.
• Once Booking ID is displayed, click onto the PNRs tab and click on the PNR.
• To go back to the Booking details, click on the Booking ID number.

How do I increase my Group Booking?

• Retrieve your PNR Locator, select increase and populate the number of seats you wish to add.
• You can edit the flights of the increased seats if your Terms and Conditions allow this.
• If you are happy with the Offer for the additional seats, you can select Accept and Book and a new PNR will be created within your Booking ID.

How do I decrease my Group Booking?

• Retrieve your PNR Locator.
• Select Decrease and select the number of seats you want to REDUCE TO.
• Please refer to your applicable Terms and conditions prior to decreasing any seats as penalties may apply.

Can I split my PNR’s?

• Retrieve the PNR Locator.
• Select the Split Group Tab.
• Place the number of Passengers you wish to split out of the group.
• Click on the “Separate X Pax” box.
• You will note Headings showing the original PNR and the Total Size of the Group and a second Header showing the NEW PNR and the total Size.
• If you are happy with this split, click on the Create New PNR icon on the Footer.
• Once the split booking is created the Booking ID page will be displayed and a notice confirming your PNR was successfully split will appear in a green banner.

How do I add names to my bookings?

• Retrieve the PNR locator and select the passengers tab.
• You can either click on add passenger and add passenger details or upload passenger names by using this link.
• Saved names will be displayed in blue.
• Alternatively, email your Group Sales Executive to get a Names Template for you to fill out and upload in the GSO. Please note Virgin Atlantic require age and date of birth of all children, infants aged under 12 years of age and adults

              Amadeus and Sabre, claim process

• Agent adds final payment in GSO, complete payment type as Payment and form of payment as Commitment
• After the agent has added Final payment and the payment has been verified by Group Sales, once the balance shows zero the booking will be released for claim.

Can I cancel my bookings?

You have the ability to cancel at a PNR level or to Cancel all PNR’s held or the group in one action.

• To cancel ALL PNRs, retrieve the Booking ID and click on the Cancel Booking icon located on the right hand side under the Group details.
• To cancel at a PNR level, select the PNR Locator you wish to cancel (this will display the details of the flights held on this PNR). Select Cancel PNR, complete the reason for the cancel and select Cancel PNR.
• All cancellations are subject to the applicable Terms and Conditions of the Group.

If I notice the flight is incorrect and I have already confirmed the booking can I change it?

Yes – If payment has not been made you can cancel your existing booking in the GSO and create a new booking. Pricing will be optimised on the date of the change. If you need further assistance please contact your VA Group Sales Executive.

Will I be charged for any changes I make to the reservation?

You will be charged as per Terms and Conditions associated with the booking. For flight or route changes please contact your Group Sales Executive.

What do I do if I have any special requests for a particular booking?

Special Service Requests will be managed by your Group Sales Executive. Please refer to our Special Needs and Assistance information and contact your Consultant for assistance.

How do I quote or book an Infant?

Infants with or without seat can be booked at New Request stage within GSO

You need to select Infant with seat (Infant INS) or infant without seat (Infant INF) from the passenger information section

Adding Infant to an existing booking – Please contact Group Sales  GSO Support GSOsupport@fly.virgin.com

What is the correct age of a child and infant?

Any guest over 2 years of age who is not yet 12 years of age is classed as a child. Any guest 23 months or younger is classed as an infant, and must be accompanied by a guest 18 years of age and over, or the parent/legal guardian – who is 18 years of age and over. To ensure the safety and comfort of all our guests, only one infant may be booked to travel with each adult or guardian. Virgin Atlantic requires age and date of birth of all children and infants aged 12years or younger.

Can I make multiple booking requests for the same itinerary?

No, this is not allowed as Virgin Atlantic optimise their fares based on the total number of guests travelling. Virgin Atlantic audits all bookings and any misuse of the GSO will result in cancellation of seats.

Can I edit my existing Group Booking?

Retrieve your PNR Locator, Select edit trip details and select your destinations and departure date if your term and conditions allow this. If you are happy with the offer for the edited flights, you can select accept and book and the flights will be updated in the existing PNR.

Can I add Flying Club numbers through the GSO?

This can be done through the passenger tab within the PNR in GSO.

Click on the passenger name and the name form will open up to complete the details.

Can I add other SSR’s in the GSO?

Yes. When adding a passengers name select which SSR is required. If the passengers name is already present then click on the name that you want to add the SSR details to and add SSR details.

How do I view my Contract?

Retrieve the Booking ID and select the Contracts tab. An updated Version of your contract is available each time an amendment is made to the Group Booking

How do I pay a deposit?

Add the deposit amount to the Add Payment tab:

• Select PNR
• Select Payment Type as Deposit
• Add the deposit amount
• Select Form of Payment as Commitment
• You can add notes in the description box
• Then click on Add Payment

This will then escalate to VS Group Sales for payment verification

How do I make the final payment?

Add Final Payment amount to the Add Payment tab:

• Select PNR
• Select Payment Type as Payment
• Add the amount
• Select Form of Payment as Commitment
• You can add notes in the description box
• Then click on Add Payment

This will then escalate to VS Group Sales for payment verification

• Once verified by VS Group Sales then a claim remark will be added to the PNR for agents that can claim. For agents that don’t claim a passive PNR will need to be created

What are timelines and how do they work?

Timelines show when action needs to be taken therefore when deposits, final payment or names deadlines are due

Can I filter when my payments are due?

The default filter is for any deposit or finals that are due today. However you can delete the filter so you can see when your deadlines are due within 7 days if you like.

How do I switch on email notifications for Timelines?

Click on your name in the top right hand corner and select User Management. Choose the User Name you wish to change from the menu provided. Select EDIT on the User you are amending and tick box saying Enable Timeline Notifications.

If I have requested flights and I can only view the top tool bar and not the whole flight request on screen what should I do?

This issue could be due to your screen resolution? The recommended Screen resolution is 1280 x 1024. This can be changed by right clicking on desktop or through control panel settings. If this does not fix the problem please contact GSO Support - GSOSupport@fly.virgin.com

If I reject an offer can I re-retrieve this again?

No – once you reject the offer it is no longer open for acceptance and you cannot retrieve it. You will need to request a new Offer.