Schedule Change Policy

By revalidating the ticket, Virgin Atlantic preserves your control of the ticket. You will know that the ticket has been re-validated because the re-validation data will automatically be included when you request a ticket display, provided the GDS sends the display request to Virgin Atlantic, following normal industry standards.

The updated flight, date, time and booking class data, which have changed due to re-validation, on the impacted coupon(s) will display. This information is dynamic (real time), therefore ensuring you get the most current view of the electronic ticket. In addition, it will provide clear indication to you that the ticket is up to date and your customer is check-in ready, requiring no reissue by yourself.

Not all schedule changes can be updated using Virgin Atlantic’s automated re-validation technology.

Review the customer’s PNR, if the customer needs to be re-accommodated, the new flights must be rebooked using the same class of service as the original ticket, the ticket must be reissued as an even exchange. In addition, the PNR and ticket must be documented as noted below.

PNR must be documented with the following OSI entry: 

-        SI VS REISSUE DUE TO VS SCHED CHG

-        SI VS REISSUE FOC

Please reissue tickets to include “REISSUE DUE TO VS SCHED CHG” in the endorsement box and where supported precede the fare calculation with an “S-“

Below is a list of instances when you must update the PNR, manually reissue the ticket and notify the customer of the changes.

Please note: This is not an exhaustive list, however the most common scenarios

- There is not a re-accommodation option booked for the customer (ex. UN segment)

- The minimum connect times are not met with the alternative routing

- An itinerary that requires a change in the number of flight coupons

- When there is no E-Ticket in the PNR

- The flight change has caused a misconnection, which requires re-booking of the customer onto alternative flights, dates or times

- The itinerary changed from a non-stop to connecting flights

- Tickets are issued on another carrier’s ticket stock

- Tickets contain other airline space

- The PNR contains a 'G' header in the name field

- The PNR contains select SSRs (example: UMNR, PETC, MEDA)

Applicable to customers whose flights have been impacted by: 

- A flight cancellation

- A change of 3 hours or more

- A change that causes a misconnection on a through ticket

These customer have the following options:

Rebook using the same booking class, in the same cabin, with the same origin and destination. If the same booking class is not available, please contact Sales Support here

For customers impacted by a VS flight cancellation, where VS/VS* is not available as a reprotection option, please refer to our other airline class mapping

A full refund can be given, Please refer to below sections for relevent SI remarks that are required

Other airline options included in the fare rules can be used in the applicable booking class only. Follow the below process:

- Search for a suitable connection for the original class, origin and destination, on to the next available flight either earlier or later of the original travel date

- Re-issue ticket as even exchange and update with the below:

SI VS REISSUE DUE TO VS SCHED CHG

SI VS REISSUE FOC

Please reissue tickets to include “ SI VS REISSUE DUE TO VS SCHED CHG ” in the endorsement box and where supported precede the fare calculation with an “S-“

Should alternatives not meet customers’ requirements, a refund may be offered

PNR must be documented with the following OSI entry: 

SI VS REF DUE TO VS SCHED CHG

SI VS FULL REFUND 

Other airline options included in the CAT4 fare rules can be used in the applicable booking class only. Follow the below process:

- Search for a suitable connection for the original class, origin and destination, on to the next available flight either earlier or later of the original travel date

- If original class is not available on the original date, rebook using the lowest class within original cabin

- Re-issue ticket as even exchange and updated with the below:

SI VS REISSUE DUE TO VS SCHED CHG

SI VS REISSUE FOC

Please reissue tickets to include “REISSUE DUE TO VS SCHED CHG” in the endorsement box and where supported precede the fare calculation with an “S-“

Should alternatives not meet customers’ requirements a refund may be offered

PNR must be documented with the following OSI entry: 

SI VS REF DUE TO VS SCHED CHG

SI VS FULL REFUND

The operating carrier who runs the schedule change will be responsible for any re-booking or compensation.  Check relevant operating airlines schedule change policy

Refunds will be processed via the marketing carrier

Other airline options included in the CAT 4 fare rules can be used in the applicable booking class only

To re-accommodate a customer on a new flight, the original ticketed class of service must be available for the new desired flight(s). If the original ticketed class of service is not available for the new desired flight(s), you must contact Virgin Atlantic Sales Support.

Dates can be on to the next available flight either earlier or later of the original travel date

PNR must be documented with the following OSI entry: 

SI VS REISSUE DUE TO VS SCHED CHG

SI VS REISSUE FOC

Please reissue tickets to include “REISSUE DUE TO VS SCHED CHG” in the endorsement box and where supported precede the fare calculation with an “S-“

To re-accommodate a customer on a new flight, the original ticketed class of service must be available for the new desired flight(s)

- Dates can be on to the next available flight either earlier or later of the original travel date in the same class of service

- If original class is not available on the original travel date, rebook using the lowest class within original cabin

PNR must be documented with the following OSI entry: 

SI VS REISSUE DUE TO VS SCHED CHG

SI VS REISSUE FOC

Please reissue tickets to include “REISSUE DUE TO VS SCHED CHG” in the endorsement box and where supported precede the fare calculation with an “S-“

Only ticketed customers are guaranteed schedule change protection.

Virgin Atlantic will seek to rebook the same booking class if applicable on the new flight or date change.  You may use the original stored fare to issue amended itinerary.

Should the Virgin Atlantic schedule change not be suitable for your customer’s travel plans?

- Search for acceptable itinerary

- Re-price for new itinerary at the current fare

- Issue ticket in accordance with the new ticket time limit

Refundable Ticket

Refunds for a refundable ticket(s) due to a Virgin Atlantic schedule change can be processed using normal GDS processing.  Should you be unable to process the transaction through your GDS, we ask that you submit a refund application via BSP Link or send an email to online.application@fly.virgin.com.

Please refer to our Refunds Policy here

Non-Refundable Ticket 

You can refund a non-refundable ticket(s) when there has been a Virgin Atlantic schedule change if one or more of the following apply:

- A change in the routing of a scheduled Virgin Atlantic flight adds one or more stops to the original itinerary.

- A change causes a misconnect on a through ticket

- A change of three or more hour occurs

PNR must be documented with the following OSI entry: 

SI VS REF DUE TO VS SCHED CHG

SI VS FULL REFUND