If a customers’ name has been changed or corrected in a PNR that contains Secure Flight Passenger Data (SFPD) information, the SSR DOCS will be removed from the PNR. It is necessary to enter a new SSR DOC containing the SFPD for the customer after the correction to the name has been made.
Name correction policy
Applies worldwide to VS 932 ticket stock
Any corrections made outside of the policy will be subject to ADM as part of the audit process.
Bookings and tickets must be created using the customer’s full first and last names as they appear in their passport.
If your customer has a non-standard name in their passport, for example a single letter first name. Please click here for our Names in bookings guidance.
Middle names and Titles are not required for travel, however if they are added to the ticket, they must be displayed in the correct order.
You can make the following corrections with no charge directly in your GDS on un-ticketed or ticketed PNR’s without contacting Virgin Atlantic Sales Support. Ticketed PNR’s that follow the policy can be re-issued free of charge.
Secure Flight Passenger Data (SFPD)
Correction to the Title
If an incorrect gender title has been added to a booking, you may correct to reflect the customer’s correct gender.
The following OSI must be added to the booking:
SI YY NME N2 MRS JON SMITH SHOULD BE MR JON SMITH
Correction to the first or middle name
You may correct the first and or middle name to reflect the customer’s name as it appears in their passport, however the original surname and date of birth must remain the same. Please contact your GDS helpdesk for relevant entries.
The following OSI must be added to the booking:
SI YY NME CORRECTION TO FIRST/MIDDLE NAME ONLY
Correction to the surname
A maximum of three characters are permitted to reflect the customers’ surname as it appears in their passport.
The following OSI must be added to the booking:
SI YY NME N2 JOHN SMIT SHOULD BE JOHN SMITHY
For any surname corrections of more than three characters, you must contact Virgin Atlantic Sales Support for approval. If applicable, documentation will be required, i.e. marriage certificate, adoption certificate, etc.
If approved, the airline will place an authorisation in the booking, allowing the correction to be made.
Addition to the surname
You may make an addition to the surname to reflect the customer’s name as it appears in their passport; however, the original surname must remain the same.
The following OSI must be added to the booking:
SI YY NME N2 JON SMITH SHOULD BE JON SMITHBROWN
First and surname are in the incorrect order
You may correct the first and surname to reflect the correct order as it appears in their passport.
The following OSI must be added to the booking:
SI YY NME N2 SMIT JOHN SHOULD BE JOHN SMIT
Bookings with other carriers in the itinerary
Any name corrections where there is a flight operated by another carrier including VS*, you must contact each airline to obtain approval for the name correction; an OSI must be entered to the booking:
SI YY VS APPRVD UPDTE TO NME TO SHOW CORRECTLY
SI YY EI BETH APPRVD UPDTE TO NME TO SHOW CORRECTLY
We are only able to action name corrections against bookings where Virgin Atlantic Airways and Delta Air Lines operate the flight.
If any of the other airlines within the journey do not accept name corrections, you must cancel, rebook and re-price under the correct name.
A refund of the original ticket (932 only) will be permitted if the change is within the parameters of our policy; routing and dates must remain as per the original.
An OSI must be entered into the original booking
SI YY REF DUE TO NME CORR/NEW TKT 932xxxx
When you must contact Sales Support
- More than three letters of the customer’s surname needs to be corrected
- If the name has already been corrected once and requires further correction and ticket needs to be reissued a second time
- In the event of a death of one of the travelling customers
- Replacement Passenger
- If the name correction does not meet the policy parameters