VSBulletins archive

Following our continuous security and safety assessment, we’ve delayed the restart of our Tel Aviv services. We’d like to apologise to our customers for any inconvenience caused.  

The following flights have been cancelled:

VS457 LHR-TLV 28 September up to and including 07 October 

VS454 TLV-LHR 29 September up to and including 08 October

We are offering customers travelling to, through or from Tel Aviv on the above dates, the flexibility to rebook their flights to a later date. You can find rebooking options below. Alternatively, a full refund can be offered as per our refund policy. 

We remain committed to our services to Israel and look forward to resuming flights to Tel Aviv as soon as the situation allows.

We would advise anyone booked to travel to check their flight status on the website before travelling to the airport. 

Due to Tropical Storm Helene, we are offering customers travelling to, through or from any of the below destinations between 25 September and 27 September 2024, the flexibility to rebook their flight onto a different date up until 04 October 2024

Albany, GA (ABY)

Asheville, NC (AVL)

Atlanta, GA (ATL) – *see details below

Augusta , GA (AGS)

Brunswick, GA (BQK)

Cancun, MX (CUN)

Charleston, SC (CHS)

Charlotte, NC (CLT)

Chattanooga, TN (CHA)

Cincinnati, OH (CVG)

Columbia, SC (CAE)

Columbus, GA (CSG)

Daytona Beach, FL (DAB)

Dothan, AL (DHN)

Fort Lauderdale, FL (FLL)

Fort Myers, FL (RSW)

Fort Walton Beach, FL (VPS)

Gainesville, FL (GNV)

Greensboro, NC (GSO)

Greenville/Spartanburg, SC (GSP))

Havana, CU (HAV)

Hilton Head Island, SC (HHH)

Jacksonville, FL (JAX)

Key West, FL (EYW)

Lexington, KY (LEX)

Louisville, KY (SDF)

Melbourne, FL (MLB)

Miami, FL (MIA)

Mobile, AL (MOB)

Myrtle Beach, SC (MYR)

Orlando, FL (MCO)

Panama City, FL (ECP)

Pensacola, FL (PNS)

Sarasota, FL (SRQ)

Savannah, GA (SAV)

Tallahassee, FL (TLH)

Tampa, FL (TPA)

Tri-Cities, TN (TRI)

Tulum, MX (TQO)

Valdosta, GA (VLD)

West Palm Beach, FL (PBI)

You can view the full policy here.

*Please note, there is a small variation for customers travelling to Atlanta, this is highlighted in the full policy.

Please check here for specific flight status.

Sales Support

Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. 

We have been notified that Vistara and Air India are merging.

This means any existing bookings that are ticketed on 932 stock, will need to be reissued as the Vistara flight number will change to be an Air India flight number.

There is no change to time or date of travel, just a different carrier operating the flight. Please share this message with your customers so that once you’ve re-issued their ticket, they know to check in with Air India.

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. 

Due to operational reasons we are cancelling some flights between London Heathrow and Miami on the below dates in October. We sincerely apologise for any inconvenience caused to affected customers. 

Flights cancelled are:

Bookings affected by any changes will be updated in your GDS on Saturday 14 September 2024.

Our schedule change policy will provide you with all the information you need for supporting our mutual customers affected by these changes. 

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

We’re happy to confirm that as planned we will resume our daily Tel Aviv services from 25 September, with a slight change to the scheduled times, flight number and routing of our flights. Following the latest safety and security assessment, flights departing London Heathrow will now travel via Larnaca, Cyprus to allow for our crew to swap over, before continuing to Ben Gurion Airport, Tel Aviv.

Flights operating between 25 September and 26 October will now depart from London Heathrow at 20:55 travelling via Larnaca arriving into Tel Aviv at 06:00.   

Flights departing Tel Aviv will travel back to London Heathrow directly.   

To ensure we can continue the journey as soon as possible, customers will remain on board during the stop in Larnaca, whilst a new crew join the aircraft. The time on the ground is scheduled to be 95 mins.   

This schedule will be implemented until 26 October 2024 as we continue to reassess the routing. Kindly be advised that the flight number for the service between London Heathrow (LHR) and Tel Aviv (TLV) has been changed from VS453 to VS457. 

Please note that new flight details for customer bookings will not appear in the GDS until the weekend of 14 September, when our systems will be updated. However, we wanted to inform you promptly to share this information with our mutual customers. 

If, however, your customers would prefer to opt for a refund, you can request this immediately, referring to the refund guidelines in the Schedule Change Policy.

Sales Support 
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. 

Due to operational reasons, we are cancelling some flights between London Heathrow and Shanghai between 07 - 23 October 2024. Customers have been rebooked onto alternative Virgin Atlantic services on all dates, with the exception of 07 October 2024.  Customers flying on VS250 on 07 October 2024, need to be re-protected onto an alternative carrier.

We sincerely apologise for any inconvenience caused to affected customers.

Flights affected are:

Bookings affected will be updated in your GDS on Saturday 17 August 2024.

Our schedule change policy will provide you with all the information you need to rebook our mutual customers affected by these changes.

All reprotection options for customers originally booked on VS250 on 07 October 2024 only, can be found below:

Bookings affected by these changes will be updated in your GDS on Saturday 20 July 2024

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

The safety of our customers and our teams is always our number one priority, so after careful consideration, based on the latest information, we have taken the decision to extend our pause on flying to and from Tel Aviv.

The following flights have been cancelled:

VS453 LHR-TLV up to and including 24 September 2024

VS454 TLV-LHR up to and including 25 September 2024

We are offering customers travelling to, through or from Tel Aviv on the above dates, the flexibility to rebook their flights to a later date or a full refund. All options can be found below. 

We remain fully committed to the route and plan to resume operations as soon as it is safe to do so.

As we continue to focus on optimising our network, we regularly review the destinations we fly to, and after careful consideration, we’ve taken the difficult decision to suspend our operations to The Bahamas and Turks & Caicos.

The last flight to Turks & Caicos (PLS) will operate on 21 February 2025, and to the Bahamas (NAS) on 23 February 2025. Anyone booked to travel after these dates will be entitled to a full refund or to be rebooked onto alternative flights on another carrier.

Please note that the flights will not show as cancelled in the GDS until the weekend of 10 August 2024, when we will be updating our systems to reflect the change. Nevertheless, we wanted to inform you as soon as possible and share information on options and next steps for our mutual customers.

Below are rebooking options with other airlines:

This is not a decision we have taken lightly, and we sincerely apologise for any inconvenience caused to affected customers. Thank you for your patience and understanding during this time.

Bookings affected by these changes will be updated in your GDS on Saturday 10 August 2024.

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

After careful consideration, we’ve taken the difficult decision to suspend our London Heathrow – Shanghai services. The final flight from London Heathrow to Shanghai will operate on 25 October 2024, returning from Shanghai to London Heathrow on 26 October 2024.

After 25 years of proudly serving this Asian hub city, operations have become increasingly costly with the closure of Russian airspace for UK carriers. This has resulted in longer flight times, meaning additional aircraft time and fuel is required, all of which have contributed to increased costs for the business.

Our people, customers and you, our partners, have been amazing since we first touched down at Shanghai in 1999, providing important connectivity between the UK and Shanghai for thousands of customers and supporting global supply chains through our cargo operations.

We understand that this news may be disappointing for you and our mutual customers and we appreciate your patience and understanding during this time.

Anyone booked to travel from 26 October 2024 will be offered a refund. You can refer to our Refund Policy here. 

Rebooking options are available with the below airlines:

Bookings affected by these changes will be updated in your GDS on Saturday 20 July 2024

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

Due to Hurricane Beryl, we are offering customers travelling to, through or from Barbados, Grenada and Saint Vincent between 01 July and 03 July 2024, and Montego Bay between 01 July and 06 July 2024, the flexibility to rebook their flight onto a different date up until 15 August 2024.

You can view the full policy here.

Please check here regularly for updates and here for specific flight status.

Sales Support

Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. 

Due to operational reasons we are cancelling some flights between London Heathrow and JFK, New York on the below dates in July. We sincerely apologise for any inconvenience caused to affected customers.

Flights cancelled are:

Bookings affected by any changes will be updated in your GDS on Saturday June 22, 2024.

Our schedule change policy will provide you with all the information you need to rebook our mutual customers affected by these changes, onto alternative flights.

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

Due to operational reasons we are cancelling some flights between  London Heathrow and Miami, San Francisco and Las Vegas  on the below dates in July. We sincerely apologise for any inconvenience caused to affected customers. 

Flights cancelled are:
 

Bookings affected by any changes will be updated in your GDS on Saturday 15 June 2024.

Our schedule change policy will provide you with all the information you need for supporting our mutual customers affected by these changes. 

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

Due to the planned strike by Aer Lingus pilots from 26 June 2024, we have produced a policy that allows customers more flexibility in addition to their original fare rules. However, customers must advise of changes to their travel plans ahead of their flight, otherwise, the no-show policy will apply. 

You can find out more about the policy here.

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

We want to inform you that Delta Air Lines has changed the aircraft type for the LGW-JFK service between 2nd July and 20th August 2024.

Affected Dates: 2nd July 2024 – 20th August 2024
Update Completed On: 18th May 2024

What This Means:
Customers booked in the Premium Select cabin during these dates have been upgraded to Delta One.

This change is reflected in the GDS. We have set out the General Guidelines for this change and guidance for ticketed and unticked customers. This guidance applies to all Virgin Atlantic (VS/VS*) bookings issued on 932 ticket stock, including unticketed, regardless of ticket type. Booking cancellations, changes, and downgrades remain subject to the original fare rules.

You can view the full policy here.

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

After careful consideration, we have taken the decision to extend our pause on flying to and from Tel Aviv up to and including 4 September 2024.

The following flights have been cancelled:

VS453 LHR-TLV up to and including 4 September 2024

VS454 TLV-LHR up to and including 5 September 2024

And our second daily summer service to Tel Aviv, the VS457 and VS458 is currently not scheduled to operate this year.

We are offering customers travelling to, through or from Tel Aviv up to and including 4 September 2024, the flexibility to rebook their flight to a different date until 15 December 2024 or process a full refund. You can view the full policy here

GDS will be updated on Saturday 17 February 2024. We remain committed to our Israel services and look forward to resuming flights to Tel Aviv in September.

We would advise anyone booked to travel to check their flight status on the website before travelling to the airport.

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

Our Upper Class Wing will be temporarily closed between 22 – 28 February 2024 as we make some essential improvements. To support our Upper Class customers and Flying Club Gold members with departing flights during the temporary closure, passengers will be advised to use the Terminal 3 departures drop-off and check-in desks located on the ground floor of Zone A, before being directed to Heathrow Fast Track security on level 1.

Customers whose email addresses are in their booking and are due to travel through the Upper-Class Wing during the impacted dates will be receiving communications 14 days prior to departure and again, when online check-in opens.

We apologise for any inconvenience caused, and ask that you include customers' contact details as an SSR in their booking.

You can find out more about our Upper Class Wing here

The safety of our customers and our teams is our number one priority, always. After careful consideration, based on the latest information, we have taken the decision to extend our pause on flying to and from Tel Aviv until 31 March 2024.

As the dynamic situation evolves, we’ll keep our flying programme under constant review.

The following flights have been cancelled:

VS453 LHR-TLV up to and including 30 March 2024

VS454 TLV-LHR up to and including 31 March 2024

And our second daily summer service to Tel Aviv, the VS457 and VS458 is currently not scheduled to operate this year.

We are offering customers travelling to, through or from Tel Aviv up to and including 31 March 2024, the flexibility to rebook their flight to a different date until 30 September 2024 or process a full refund. You can view the full policy here

GDS’s will be updated on Saturday 20 January 2024

We would advise anyone booked to travel to check their flight status on the website before travelling to the airport.

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

The safety of our customers and our teams is our number one priority, always. After careful consideration, based on the latest information, we have taken the decision to extend our pause on flying to and from Tel Aviv until 17 March 2024 to give clarity to our customers.

As the dynamic situation evolves, we’ll keep our flying programme under constant review.

The following flights have been cancelled:


VS453 LHR-TLV up to and including 16 March 2024

VS454 TLV-LHR up to and including 17 March 2024

We are offering customers travelling to, through or from Tel Aviv up to and including 31 March 2024, the flexibility to rebook their flight to a different date until 31 March 2024 or process a full refund. You can view the full policy here

This will be updated in GDS’s on Saturday 16 December 2023.

We would advise anyone booked to travel to check their flight status on the website before travelling to the airport.

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

Our route between London Heathrow and Austin has been proudly operating since May 2022, but following a persistent softening in corporate demand, specifically the tech sector,  we have taken the difficult decision to suspend services between the two cities.

The last services to and from Austin will operate on 07 January 2024 and bookings affected by cancellations after this date will be updated in your GDS on Saturday 28 October 2023.

This is not a decision we have taken lightly, and we’d like to apologise for any inconvenience caused.  We would like to wholeheartedly thank you for your support and great partnership over the past 18 months, we couldn’t have done it without you.  
 
For any customers scheduled to travel whose flight has been cancelled, rebooking options may be available but should this not be suitable, ticketed customers can receive a full refund. For more information, our schedule change policy can be found here.


Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. 

We’re changing but your discounts are staying the same.

We would like to let you know that the way we file our corporate reference fares is changing.

To date our corporate reference fares have been denoted with the second character in the taxonomy being Y.

For example in I class the first two characters would be IY with the full fare basis being IYUF0AMN.
The new corporate reference fare will be denoted with the eighth character being X.

Therefore the new corporate reference fare in I class will be IS00AENX for return fares. 

Sales Support

Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. 

VSbulletin - Advance Seat Assignment Changes effective 19 Sep 2023

We want all our customers to love their experience when they fly with us and recognise that many feel reassured by pre-assigning their favourite seat at the time of booking. To allow our customers to personalise their journeys the way they choose, we’re updating the ways in which we offer advanced seat selection in the economy cabin. This allows customers to secure extra legroom, their preferred window or aisle seat or simply provide the peace of mind that their travelling party will be sat together.

Our Flying Club Gold members will be able to select their seat free of charge at the time of booking, whilst Silver members can pre-select their seats from seven days before they fly. For our other customers, they will have the option to pay to pre-select their seat on www.virginatlantic.com, or choose to select free of charge once check-in opens, 24 hours before departure.

Customers who booked before 19 September will still be offered free of charge seat assignments. Charges for preferred seats, extra legroom and exit rows still apply.

For our corporate customers, existing process applies.

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

Customers travelling to Jamaica will need to complete an online passenger declaration form, also known as an Electronic C5. Paper forms will no longer be accepted.

You can find the form here. It can be completed online up to 30 days before the customers date of arrival and will help to reduce congestion on entering Jamaica.

If the lead passenger is travelling with a spouse or children under the age of 18 years, they can complete one declaration form. For everyone else, they will need to complete their own form.

Passengers arriving without completing this form will be asked by the authorities to complete this on their mobile devices on arrival into Jamaica, before they are permitted to enter the immigration hall. It is therefore highly recommended that this is completed in advance, especially if support from a family member is needed to help complete the form online.

Sales Support

Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. 

From the start of the pandemic we quickly adjusted our policies for flight bookings to provide as much flexibility as possible for our customers, including unlimited fee-free changes, recognising that Covid-19 created uncertainty for international travel. The removal of all remaining UK travel restrictions in March 2022 and easing of requirements in most of our destinations means travel is much easier once again.

With these barriers to travel removed, from June 24, 2022 we eased the Covid-19 flexible booking policy for Virgin Atlantic Airways on all new bookings. We continued to help our customers book with confidence, with the ability to change plans if a customer tested positive for Covid-19 and had previous flexible booking policies applicable based on the date of booking, but it’s also important that customers have adequate travel insurance. Our Flex fares offer added choice and we’ve extended the ability to pay for a change for any reason to Economy Light customers, ensuring that this summer and beyond, customers can pick the option that best suits them.

Read more about the expired Covid policy here.

Due to Hurricane Idalia, we are offering customers travelling to, through or from Orlando, Tampa and Miami between 28 August and 31 August 2023, flexibility to rebook their flight onto a different date.

You can view the full policy here.

Sales Support

Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. 

For DL ticketed customers please contact UK Delta Sales Support on 0800 783 0747 or Email SalesSupport.uk@delta.com

For Delta’s up-to-date information please visit Delta Professional: pro.delta.co.uk

Due to the Wildfires in Maui, we are offering customers travelling to, through or from Maui between 9 August and 16 September 2023, flexibility to rebook their flight onto a different date.

You can view the full policy here.

Sales Support

Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. 

For DL ticketed customers please contact UK Delta Sales Support on 0800 783 0747 or Email SalesSupport.uk@delta.com

For Delta’s up-to-date information please visit Delta Professional: pro.delta.co.uk

We want to let you know that effective 26 July 2023 our excess baggage charges are changing.

Any tickets issued prior to 26 July 2023 will be charged our existing excess baggage charges, which can be found here

All tickets issued from 26 July 2023 will be charged the below for any excess baggage purchased:

As a trusted partner, we appreciate you and the business you generate. So, when we hear of travel companies who 'bend the rules' it causes ripples through our trade world and upsets us that customers can be affected in a negative way.

Virgin Atlantic conducts continuous checks on how our expected standards and protocols are being applied, with regards to inventory servicing and distribution, by the travel agents and partners we operate with. As a result of these checks, we have identified some unusual behaviour and activity, which are outside of agreed terms and policies, and which is detrimental to our industry, partners and customers.

Until further notice, Virgin Atlantic request you to not work as a consolidator or be associated in any way whatsoever with Air Fair Ltd - TTA U7261 / Company House number 7073421.

Please cancel all Unticketed bookings associated with Air Fair Ltd - TTA U7261 / Company House number 7073421 immediately.

In order to ensure our protocols are respected, we will monitor compliance with this notice, and would like to remind you that any agency found to be working with or on behalf Air Fair Ltd - TTA U7261 / Company House number 7073421, without prior discussion and agreement from us, will be investigated and may have their Ticketing Authority removed.

Should you have any questions relating to this or need to discuss any open bookings related to this notice, please speak to your Virgin Atlantic representative or Account Manager.

Between 31 March and 9 April 2023, industrial action is expected to take place by Unite members employed by Heathrow Airport, including Terminal 5 and campus security guards.

Heathrow has confirmed the airport will remain open and operational but there will be a knock-on impact across the airport if the strike goes ahead, and customers may experience longer wait times at Terminal 3 Security. our priority is to ensure that if they’re travelling on a strike day, that they can complete their travel plans as smoothly as possible.

We continue to work with Heathrow to understand the impact on customers at our home in Terminal 3 during this popular Easter holiday travel window.

Between 31 March and 2 April, we expect the airport to be particularly busy, with longer wait times at Security. To support existing customers with departing flights on these days, we’ve limited new ticket sales and introduced a flexible policy which enables customers to rebook their itinerary dates free of charge, if they’d prefer to avoid the busiest strike days. We recommend that all customers departing on a strike day check their flight status in advance, arrive no more than three hours before departure and come extra-prepared for Security checks.

The full policy can be found here.

Preparing for travel

To uphold the best possible experience for everyone during the strike action, customers should ensure they follow the below steps:

• Check flight status via the homepage before setting off to the airport.
• Arrive no more than three hours before departure. That should generally be plenty of time to drop bags and clear airport checks, depending on the size of the group.
• Check hand luggage rules and consider minimising what they bring through Security in order to avoid unnecessary delays at Security search. They must not have liquids, creams, gels, pastes and aerosols over 100ml or sharp items or tools. Large electronic devices like laptops need to be in a separate tray. By being extra-prepared for Security they’ll help keep everyone moving.
• Prepare travel documents in advance, including Covid-19 documents if their destination requires them. Checking in online in the 24 hours before departure will simplify things at the airport.

Our teams will be on-hand in the terminal to support your customers journey and look forward to welcoming them onboard. Heathrow Airport FAQ can also be found here.

We want to let you know that UK Border Force staff in The Public and Commercial Services (PCS) Union are staging industrial action from Wednesday 15 March until 0700 on 16 March 2023, which may result in longer wait times upon entry at London Heathrow and Manchester.

Working closely with UK government and airport partners, we’re focussed on minimising any impact of Border Force strikes on our customers’ journeys and ensuring customers get to where they need to be. Our flight schedule will continue as planned and customers arriving on a Border Force strike day should be prepared for potentially longer wait times upon entry at London Heathrow and Manchester airports. We encourage all customers with an eligible biometric passport to use electronic gates. Eligibility details for use of eGates can be found here. Customers should also factor potential waiting times into onward journey planning. 

Customers can check Travel News updates here and flight status via the homepage on virginatlantic.com. Further details of the strike and passenger advice can be found on the UK Government website.

Please ensure the latest traveller contact information is available within the booking, so the latest instructions reach the traveller via SMS and email.

Sales Support

Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. As always we are 100% committed to supporting you and your customers, so please bear with us at this busy time.

Our Customer Centre are busy helping customers who have booked directly with Virgin Atlantic, and this means they are unable to respond to queries from our agency partners or our mutual customers. 

UK Border Force staff in The Public and Commercial Services (PCS) Union are staging industrial action from Friday 17 February 2023 until 0700 GMT on Monday 20 February, which will directly impact several maritime ports and the Coquelles Channel Tunnel Terminal.

Although this strike action directly targets inbound travel to the UK from these locations, UK Border Force has advised that longer wait times are possible at any UK port during the proposed strike action.

Our flight schedule will continue as planned and customers arriving on a Border Force strike day should be prepared for potentially longer wait times upon entry at London Heathrow and Manchester airports. We encourage all customers with an eligible biometric passport to use electronic gates. Eligibility details for use of eGates can be found here. Customers should also factor potential waiting times into onward journey planning. 

We recommend customers check here for updates and here for specific flight status. Further details of the strike and passenger advice can be found on the UK Government website. All of our teams, on the ground and in the skies, will be doing all they can to support our customers’ travel plans.

Please ensure the latest traveller contact information is available within the booking, so the latest instructions reach the traveller via SMS and email.

Virgin Atlantic conducts continuous checks on how our expected standards and protocols are being applied, with regards to inventory servicing and distribution, by the travel agents and partners we operate with. As a result of these checks, we have identified some unusual behaviour and activity, which are outside of agreed terms and policies, and which is detrimental to our industry, partners and customers. ​
  ​
Until further notice, Virgin Atlantic request you to not work as a consolidator or be associated in any way whatsoever with Flights & Holidays UK Ltd. (Companies House number 09162028).

For all Unticketed bookings, please do not issue the tickets unless you will have a contractual penalty. If no contractual penalty, please cancel all Unticketed bookings. There should be no more bookings created or ticketed for Flights and Holidays UK Ltd. 

In order to ensure our protocols are respected, we will monitor compliance with this notice, and would like to remind you that any agency found to be working with or on behalf of Flights & Holidays UK Ltd. (Companies House number 09162028), without prior discussion and agreement from us, will be investigated and may have their Ticketing Authority removed.  ​
  ​
As a trusted partner, we appreciate you and the business you generate and we thank you for your ongoing support.  ​
  ​
Should you have any questions relating to this or need to discuss any open bookings related to this notice, please speak to your Virgin Atlantic representative or Account Manager.

As customer demand continues to return strongly, we’re making adjustments to our Summer 2023 flying schedule to support the continued ramp up of our operation and network planning. This has resulted in changes to departure and arrival times on certain services.

Our schedule change policy will provide you with all the information you need for supporting our mutual customers affected by these changes. We sincerely apologise for any inconvenience caused to affected customers.

Bookings affected by any changes will be updated in your GDS on Saturday 10 December 2022.

Please check here regularly for updates and here for specific flight status.

Seat Assignment Reminder

We’ve added some useful information to our Knowledge Bank for supporting your customers with any questions about seat assignments. Our Sales Support team are unable to help you with these queries.

Name Correction policy Reminder

We’d like to remind you that the majority of name corrections can be completed without contacting Sales Support. Our Name correction policy will give you all you need to assist our mutual customers prior to them checking in.

Please ensure the latest traveller contact information is available within the booking, so the latest instructions reach the traveller via SMS and email.

Sales Support Call Volumes

Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. As always we are 100% committed to supporting you and your customers, so please bear with us at this busy time.

Our Customer Centre are busy helping customers who have booked directly with Virgin Atlantic, and this means they are unable to respond to queries from our agency partners or our mutual customers. 

We need to let you know that following a review of our policies for young people travelling alone, we’ve updated the minimum age limit for solo flyers to 14 years, at the time of travel.

The health, safety and security of our customers always comes first, and the updated policy is coupled with a new mandatory consent form, so that customers and their parents or legal guardians have clear expectations about their journey, ensuring a smooth experience at all stages.

The previous age limit for young people travelling alone was 12 years and above. It is now 14 years and above. If a booking for a 12 - 13 year old travelling alone was made and ticketed on or before 24 November 2022, for future travel, we will honour the booking and enable their travel, but please check updates that are required to the booking and a consent form now required here. The policy takes effect on new bookings from 25 November 2022, at which point no new bookings for 12 - 13 years old travelling alone will be permitted. The unaccompanied minors service, for children 0 – 11 years of age, was suspended in 2020.

All information, including the consent form now required for anyone travelling alone age 14 – 16 years and what to do if the customer has medical conditions can be found here.

Please note that we will not accept young people travelling alone unless all requirements are met. Failure to have the relevant documents will result in denied boarding.

Reminder - Separate bookings for adults and children

We know that sometimes there are scenarios that require separate bookings to be made for adults and children. To ensure these aren’t mistaken as young people traveling alone or unaccompanied minors, please add the below OSI to both PNRs.

TCP W/ followed by VS booking ref

e.g. TCP W/ABCDEF for multiple PNRs TCP W/ABCDEF/GHIJKL

We need to let you know that due to Storm Nicole in the U.S, we are offering customers travelling to, through or from select destinations betwee 08 and 13 Nov, options to rebook to a later date or re-route via another gateway if travelling onward.

View the full policy here

We will continue to keep our website up to date with all the latest updates to schedule and travel restrictions.

Please check here regularly for updates and here for specific flight status.  

Please ensure the latest traveller contact information is available within the booking, so the latest instructions reach the traveller via SMS and email.

Sales Support Call Volumes

Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. As always we are 100% committed to supporting you and your customers, so please bear with us at this busy time.

Our Customer Centre are busy helping customers who have booked directly with Virgin Atlantic, and this means they are unable to respond to queries from our agency partners or our mutual customers.

For all other VSbulletin information, please visit Partner Hub

For DL ticketed customers please contact UK Delta Sales Support on 0800 783 0747 or Email SalesSupport.uk@delta.com

For Delta’s up to date information please visit Delta Professional: pro.delta.co.uk

As customer demand continues to return strongly after the Covid-19 pandemic, we’re making adjustments to upcoming flying schedules to support the ramp up of our operation and to reflect changes in customer demand outlook. 

As a result, during the Summer 2023 season, we’ve implemented some changes to service frequencies and aircraft types and unfortunately made some advance cancellations on certain routes, including Manchester – Atlanta and Edinburgh – Orlando during the Spring and Belfast – Orlando next summer. Our London Heathrow – Shanghai services are also now set to resume on the slightly later date of 1 May 2023, restarting an important link between the UK and China.
 
As part of these schedule changes, we’ve also taken the commercial decision to end our Heathrow – Tobago flights from 11 January 2023. We’d like to sincerely thank our partners in Trinidad and Tobago for all their support over the years. This beautiful destination will always hold a very special place in our hearts.

We’ll also be reducing the frequency of Heathrow – Antigua flights, which from 11 May 2023 until the end of the Summer season will operate once a week as a ‘tag’ flight via Barbados. Non-stop services scheduled to operate between 11 May and 28 October 2023 will unfortunately be subject to cancellation.
 
We have a commitment to fly the routes where our customers most want to travel and responding to continued demand for our US heartland, we will be introducing three additional Miami services per week, with New York-JFK frequencies also increased to six times per day. Summer services from Heathrow to Pakistan’s capital Islamabad will operate three times a week and Lahore, four times and our popular Austin route, which launched in May 2022, will increase to daily flying in peak months. 
 
Our schedule change policy allows customers to further amend their flights, should they wish, with no change fees, or request a refund. We sincerely apologise for any inconvenience caused to affected customers.

We continue to do everything in our power to minimise disruption, getting our customers to where they need to be smoothly.

Bookings affected by the Tobago, Manchester – Orlando, Belfast – Orlando and Heathrow - Shanghai changes will be updated in your GDS on or before Saturday 15 October 2022.

Bookings affected by the Manchester – Atlanta, Edinburgh – Orlando and Heathrow – Antigua changes will be updated in your GDS on or before Saturday 22 October 2022. 

Please ensure the latest traveller contact information is available within the booking, so the latest instructions reach the traveller via SMS and email.

Sales Support Call Volumes
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. As always we are 100% committed to supporting you and your customers, so please bear with us at this busy time.

Our Customer Centre are busy helping customers who have booked directly with Virgin Atlantic, and this means they are unable to respond to queries from our agency partners or our mutual customers. 

Here at Virgin Atlantic, we work hard making sure our policies have got everything you need to know covered, but sometimes we do have to make changes. Please familiarise yourselves with our Policies which you can conveniently find all in one place, here on Partner Hub.

We would however like to highlight that recently we have made changes to our Distribution Policy . This policy optimises the distribution of Virgin Atlantic products and services and ensures all users experience service levels that are consistent with the high quality that is expected of our brand. From time to time, Virgin Atlantic will purchase test tickets from agencies to check these service levels are being met and these tickets will need to be refunded at no cost to the airline.

Our Booking Policy  provides clear expectations when reserving, booking and ticketing Virgin Atlantic flights. We have adjusted this to include that we prohibit the creation of reservations with the intent to circumvent inventory management controls and different Point of Sale must not be used for the purpose of lower pricing. Anyone seen to be engaging in this practice will be held accountable by us and our partners, Air France, KLM and Delta Air Lines. 

We do not permit any repeated booking or cancelling of the same itinerary in the same class of service, across one or more passenger name records or GDS’s including, without limitation, to circumvent or extend ticketing time limits, hold inventory or to meet GDS productivity requirements.

All inactive segments must be removed from the booking at least 72hrs before departure (agents should monitor their queues on a daily basis to ensure best practice).

We would also like to re-iterate that under our Booking Policy we do not permit hidden or throwaway ticketing.

·     Hidden ticketing : the booking and/or issuance and/or use of a reservation or ticket from: An initial departure point on the ticket which is before the passenger’s actual point of origin of travel. Or, to a more distant point(s) than the passenger’s actual destination being travelled even when the booking or purchase and use of such tickets would produce a lower fare.

·     Throwaway ticketing : a booking using connecting and/or round-trip tickets for the purpose of one-way or partial travel only.

Agency Sales Agreements (ASA) which are the agreements that set out our commercial terms are also available for you and are reviewed regularly. However, we would like to point out, that occasionally, at our sole discretion, we make Net Fares available to you the agent by inputting them live into the GDS. These Net Fares must be sold in compliance with the terms and conditions of the applicable Net Fare, as set out in the GDS and should not be sold to the customer as a flight only booking.

It is also worth noting, we do not allow our carrier content to be re-distributed without us giving prior written consent.

And finally, our ADM Policy  clarifies the objectives of the Sales Audit process and the circumstances under which an Agency Debit Memo (“ADM”) may be raised and can be found here.

To find out more detailed information about our Policies, please have a read here  and if you have any questions about our Policies or the changes we have made you are welcome to get in touch. 

After careful consideration, we’ve taken the difficult decision to suspend our London Heathrow – Hong Kong services and close our Hong Kong office, after almost 30 years of proudly serving this Asian hub city. Significant operational complexities due to the ongoing Russian airspace closure have contributed to the commercial decision not to resume flights in March 2023 as planned, which have already been paused since December 2021.​
​
Our people and customers in Hong Kong have been amazing since we first touched down at the famous Kai Tak Airport in 1994 and since then we’ve provided important connectivity between the UK and Hong Kong for thousands of customers and supported global supply chains through our cargo operations. 

We’re sorry for the disappointment caused to our loyal customers on this route and anyone booked to travel from March 2023, whose flights will be cancelled. Our schedule change policy allows customers to further amend their flights, should they wish, with no change fees, or request a refund. We sincerely apologise for any inconvenience caused to affected customers.

We would like to take this opportunity to thank you for all your support over the years to enable so many customers to fly with Virgin Atlantic to and from Hong Kong. We understand this route suspension  may be disappointing news for you and our mutual customers and appreciate your patience and understanding.

Bookings affected by these changes will be updated in your GDS on or before Saturday 15 October 2022.

For all other VSbulletin information, please visit Partner Hub

Covid Flex Policy – Updates to Open Tickets
We have updated the information we require when reissuing an open ticket. Please visit Partner Hub to view the full policy.

Please ensure the latest traveller contact information is available within the booking, so the latest instructions reach the traveller via SMS and email.

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. As always we are 100% committed to supporting you and your customers, so please bear with us at this busy time.

Our Customer Centre are busy helping customers who have booked directly with Virgin Atlantic, and this means they are unable to respond to queries from our agency partners or our mutual customers.

Due to adverse weather conditions expected to be caused by Hurricane Ian, we are working with airports and partners to minimise disruption but unfortunately some Orlando flights are subject to cancellations.

We are currently working through options to send out recovery flights to Orlando and are kindly asking customers that are due to travel on 29 Sep and are away from home to provide us with their contact details by completing our form. A member of the team will contact them with their new departure date and times as soon as these recovery flights have been confirmed.

We are offering customers travelling to, through or from select destinations between 25 & 30 Sep, options to rebook to a later date or re-route via another gateway if travelling onward. The full policy can be found here

We recommend that anyone due to travel to or from Orlando airport over the next 48 hours check the status of their flight on virginatlantic.com before going to the airport. We will continue to keep our website up to date with all the latest updates to schedule and travel restrictions. The safety and comfort of our customers and people is always our top priority.

Please check here regularly for updates and here for specific flight status.  

Please ensure the latest traveller contact information is available within the booking, so the latest instructions reach the traveller via SMS and email.

Sales Support Call Volumes

Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. As always we are 100% committed to supporting you and your customers, so please bear with us at this busy time.

Our Customer Centre are busy helping customers who have booked directly with Virgin Atlantic, and this means they are unable to respond to queries from our agency partners or our mutual customers.

For DL ticketed customers please contact UK Delta Sales Support on 0800 783 0747 or Email SalesSupport.uk@delta.com

For Delta’s up to date information please visit Delta Professional: pro.delta.co.uk

We need to let you know that due to adverse weather in the U.S, we are offering customers travelling to, through or from select destinations 25-30 Sep, options to rebook to a later date or re-route via another gateway if travelling onward.

View the full policy here

We will continue to keep our website up to date with all the latest updates to schedule and travel restrictions.

Please check here regularly for updates and here for specific flight status.  

Please ensure the latest traveller contact information is available within the booking, so the latest instructions reach the traveller via SMS and email.

Sales Support Call Volumes

Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. As always we are 100% committed to supporting you and your customers, so please bear with us at this busy time.

Our Customer Centre are busy helping customers who have booked directly with Virgin Atlantic, and this means they are unable to respond to queries from our agency partners or our mutual customers.

For all other VSbulletin information, please visit Partner Hub

For DL ticketed customers please contact UK Delta Sales Support on 0800 783 0747 or Email SalesSupport.uk@delta.com

For Delta’s up to date information please visit Delta Professional: pro.delta.co.uk

Virgin Atlantic conducts continuous checks on how our expected standards and protocols are being applied, with regards to inventory servicing and distribution, by the travel agents and partners we operate with. As a result of these checks, we have identified some unusual behaviour and activity, which are outside of agreed terms and policies, and which is detrimental to our industry, partners and customers. ​
  ​
This communication is to inform you that until further notice, Virgin Atlantic request you to not work as a consolidator or be associated in any way whatsoever with The Travel House Ltd. (company house number 10545577.

In order to ensure our protocols are respected, we will monitor compliance with this notice, and would like to remind you that any agency found to be working with or on behalf of The Travel House Ltd. (company house number 10545577, without prior discussion and agreement from us, will be investigated and may have their Ticketing Authority removed.  ​
  ​
As a trusted partner, we appreciate you and the business you generate and we thank you for your ongoing support.  ​
  ​
Should you have any questions relating to this communication or need to discuss any open bookings related to this notice, please speak to your Virgin Atlantic representative or Account Manager. 

We need to let you know that due to ComAir Suspension of services, we are offering customers with itineraries involving a ComAir (BA) operated flight, options to rebook to a later date, via an alternative carrier, or request a refund.

Issued for passengers who have purchased a ticket through Virgin Atlantic (Tickets beginning with 932, VS/VS* Flight Numbers) and are impacted by suspension of Comair (BA) services.

This re-accommodation policy applies only to VS ticketed passengers whose itinerary includes a ComAir (BA) operated flight; ComAir flights BA6000-6999.

Where available, passengers may be rebooked onto alternative VS, VS/Airlink (4Z) or VS/South African Airways (SA) services.

Itineraries must be rebooked on VS, VS/4Z or VS/SA tickets

Update the SI field with the following information:

SI FOC DATE CHANGE DUE TO COMAIR SUSPENSION 9 JUN 22

Please reissue tickets to include endorsement:

FOC DATE CHANGE DUE TO COMAIR SUSPENSION 9 JUN 22

and where supported, precede the fare calculation with an “I-“

Please ensure the latest traveller contact information is available within the booking, so the latest instructions reach the traveller via SMS and email.

Sales Support Call Volumes

Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. As always we are 100% committed to supporting you and your customers, so please bear with us at this busy time.

Our Customer Centre are busy helping customers who have booked directly with Virgin Atlantic, and this means they are unable to respond to queries from our agency partners or our mutual customers.

*Aircraft types are dominant on the route through majority of the summer season​

We need to let you know that due to the adverse weather in the U.S., we are offering customers travelling to, through or from select destinations, options to rebook to a later date or re-route via another gateway if travelling onward.

View the full policy here

We will continue to keep our website up to date with all the latest updates to schedule and travel restrictions.

Please check here regularly for updates and here for specific flight status.  

Please ensure the latest traveller contact information is available within the booking, so the latest instructions reach the traveller via SMS and email.

Sales Support Call Volumes

The latest Government Covid-19 update has had a significant impact on our call volumes, so we just wanted to advise there are longer than usual wait times to get through on our Sales Support phone lines.

Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. As always we are 100% committed to supporting you and your customers, so please bear with us at this busy time.

Our Customer Centre are busy helping customers who have booked directly with Virgin Atlantic, and this means they are unable to respond to queries from our agency partners or our mutual customers.

For all other VSbulletin information, please visit Partner Hub

For DL ticketed customers please contact UK Delta Sales Support on 0800 783 0747 or Email SalesSupport.uk@delta.com

For Delta’s up to date information please visit Delta Professional: pro.delta.co.uk

We appreciate you and the business you generate. So when we hear of travel companies who 'bend the rules' it causes ripples through our trade world and upsets us that customers can be affected in a negative way. 

We need to inform you that Virgin Atlantic do not permit you to work as a consolidator or be associated in any way with Kiwi.com for the reasons noted below but not limited to:

1.         Kiwi.com is booking connecting flights when customers request a direct flight. They are also circumventing Virgin Atlantic inventory.  This tariff abuse breaches our Global Policies and can result in an ADM raised against your agency. We have received many customer complaints and faced operational issues at our Airports in relation to baggage, COVID requirements and being checked in for onward flights.

2.         Kiwi.com openly advertise ‘Travel Hacks’ on their website which again breaches our policies.  Customers can be denied travel at the Airport for breaching our Conditions of Carriage (Article 6 and 13).

3.         Kiwi.com does not provide customer contact details in its bookings (IATA Resolution 830), therefore Virgin Atlantic cannot fulfil its obligation to inform customers of operational changes or disruptions.

4.         Kiwi.com is screen scraping VirginAtlantic.com and making bookings on our direct platform against Virgin Atlantic rules.  As you know, our website is only to be used by customers.

5.         Kiwi.com is buying tickets on VirginAtlantic.com using credit cards that are not owned by the customer.  This is very disruptive for our refunds policy and it is therefore not allowed in any distribution channel for Virgin Atlantic (IATA resolution 890).

With immediate effect any agency found to be working on behalf of Kiwi.com will have their Ticketing Authority removed. 

If you have any questions relating to this, please speak to your Virgin Atlantic representative or Account Manager.

As we continue to forge our recovery from the pandemic it remains a dynamic time for international travel, and we want to ensure that our customers are the first to know of changes to their flights during times of operational disruption and important pre-travel information such as country entry and document requirements.

If we’re unable to contact customers, it relies on travel bookers to do so, which in these fast-paced times means we may not reach them in time.

Where passengers wish to have their contact details provided to airlines, these should be entered into the PNR by the booking agent using SSR entries​​​​​​​.

Where passengers do not wish to provide their contact details, they should be aware that they may not receive information from us relating to flight disruption, including delay, cancellation, schedule change, or important pre-travel information such as specific entry requirements.  The booking should be updated using the ‘refused’ SSR entry.

We want to work together to provide the best service for our customers and assure you that we will only be using contact information for service communications.

Frequently Asked Questions

Why are you contacting trade booked customers? Are you marketing to them?

• The information we will be sharing will be for purely operational purposes.  We have worked closely with data privacy specialists to ensure that we meet our legal obligations. 
• We, nor our partners will never use this information to market to customers. 
• The need for this type of communication in times of flight disruption was recognised by IATA in Resolution 830d HERE.  Research from IATA has shown that the number one priority for customers travelling during COVID is reassurance in their health and safety. This message allows us to outline the measures we’re taking to ensure customers feel safe and confident to travel by plane at this time.
• In order that we as an airline, and your customers meet regulatory requirements
  • The CAA have requested that we clearly communicate to all customers pre-flight the requirement to wear masks both onboard and at the airport, therefore proactive direct comms are required to reinforce this and ensure broad passenger coverage
  • It’s an EASA requirement that passengers complete a pre-flight COVID symptom screener, to mitigate the risk of infected passengers arriving at the airport as a health risk. This message directs passengers to that health screener pre-flight.
  • It has been mandated by the FCO that we direct all customers to the latest Government Travel advice on the FCO page before they travel – link contained with the pre-flight service messaging.

What sort of information will the email contain?

The e-mail will highlight, and links directly to, critical information that if not completed pre-flight would result in a passenger being denied boarding or denied entry to a country on arrival. For Example:

• Travel eligibility e.g. only HKG nationals are permitted to enter HKG
• Customers travelling to BGI must show evidence of a negative PCR COVID upon arrival. Failure to do so would result in a passenger being tested in BGI, which can take up to 12 hours to complete on site at the airport.
• UK Gov Travel Locator forms must be completed before a passenger is permitted to pass UK Border Force. We’ve received feedback from LHR of significant volumes of customers having to do this in the immigration hall, risking queues and impacting ability to appropriately social distance.

We’ll also share information about the service they can expect at our airports and onboard so that they can be prepared for their trip.  For Example:

• With significant changes to our service (reduced F&B, requirement to wear masks) it’s critical to set customer expectations should they need to cater for e.g. special dietary needs in advance of their flight.

Why can’t we share this information on your behalf?

• Information will always be published through our trade channels, however, we recognise that the changing and sometimes unpredictable nature of operational communications means that time is often of the essence.  To ensure that communications are made in a timely manner we feel that the most effective way is for us to directly contact the passenger.
• We recognise that you will be receiving information from many airlines and ground suppliers and whilst we of course welcome you sharing information on our behalf, we believe sharing directly is the surest way to inform the customer
• To ensure you stay up to date with the most recent information, please subscribe to VSFlyingHub and ensure vsbulletin@trade.virginatlantic.com is on your safe sender list.

What if the customer complains and wants to remove themselves from these communications?

• These are operational communications and there is no option to unsubscribe

Will you only be communicating by email?

• We plan to start with email, but may move to SMS messaging or other communication types as we learn which is the most effective. 

How often will you be sending these?

• To start with we intend to send one pre travel email, but should we see that people continue to turn up to the airport unprepared for travel we may amend this.

Our policy is always to put the agency contact details in the contact field so my inbox is clogged up with the same email, please can you remove me?

• We have tried to exclude email addresses which clearly belong to an agency, however this is a manual process and we may be unable to remove all agency email addresses.
• We would encourage you to replace this email with the passenger details to ensure they benefit from this information.

If you have any questions about this, please contact Sales Support at sales.support@fly.virgin.com.

For DL ticketed customers please contact UK Delta Sales Support on 0800 783 0747 or Email SalesSupport.uk@delta.com
 

For Delta’s up to date information please visit Delta Pro: https://pro.delta.com/content/agency/gb/en/home.html

Last year we offered additional flexibility by extending our Ticketing Time Limits (TTL) on our ITX fares. We are pleased to advise that we have further extended this flexibility.

Effective immediately, our TTL of 14 days prior to departure is applicable for all existing and new bookings where travel is completed on or before 31 January 2022 with tickets being issued on 932 ticket stock. This was previously up to 31 December 2021. 

• Fares that are applicable to the 14 days prior to departure TTL

           ·       IT31/ IT34/ IP32/ IP35/ IP3/ IP38

• All other ticketing rules should be referred to for all other fare types

Please ensure that any unwanted sectors are cancelled from bookings as soon as possible.

We are aware of an ongoing technical limitation which results in an SSR being generated advising 30 day before departure TTL. This is an error. This revised 14 day policy stands, please follow the fare rules. 

If you have any further questions about this, please contact Sales Support on sales.support@fly.virgin.com

For DL ticketed customers please contact UK Delta Sales Support on 0800 783 0747 or Email SalesSupport.uk@delta.com

For Delta’s up to date information please visit DeltaPro: https://pro.delta.com/content/agency/gb/en/home.html

We need to let you know that we have updated our ADM policy. Please take some time to have a read and ensure you’re up to date with all changes.

Effective immediately, we have amended the charges for Inventory Circumnavigation (married segment logic violation) and Hidden Ticketing, which are part of our Global Booking Policy

ADM's will be charged as under collection of fare or ADM charge of GBP300/EUR350/USD400, whichever is greater.

Inventory Circumnavigation:

Virgin Atlantic prohibits the creation of reservations with the intent to circumvent inventory management controls.

Agents must not use a different Point of Sale (POS) in order to gain inventory for the purpose of lower pricing. An Agent must book from the availability display, per Origin & Destination (O&D) in the chronological order of each O&D. Changing the Point of Origin or POS for the purpose of circumventing inventory control is not permitted.

This can include, but is not limited to:
a) Break married segment logic
b) Adding journeys to enhance availability, which are then subsequently removed 
c) To obtain inventory for ticket sales, which an agent does not intend to offer for the passenger's actual itinerary
d) To gain access to lower fares or inventory

Agents engaging in this practice will be held accountable for these violations, an ADM will be issued for the applicable penalty and persistent abuse may result in the removal of ticketing authority.

Hidden Ticketing:

We do not permit hidden ticketing, hidden ticketing means:

The booking and/or issuance and/or use of a reservation or ticket from:

1. An initial departure point on the ticket which is before the passenger’s actual point of origin of travel.
2. To a more distant point(s) than the passenger’s actual destination being travelled even when the booking or purchase and use of such tickets would produce a lower fare.

If you have any further questions about this, please contact Sales Support on sales.support@fly.virgin.com

For all other VSbulletin information, please visit https://www.vsflyinghub.com/en/vsbulletin

For DL ticketed customers please contact UK Delta Sales Support on 0800 783 0747 or Email SalesSupport.uk@delta.com

For Delta’s up to date information please visit DeltaPro: pro.delta.co.uk

We need to let you know that with effect from 1st May 2021, we will be charging a GBP30.00 fee for any Refund Applications raised that can be processed through your GDS. Virgin Atlantic will charge a GBP30.00 administration fee, which will be applied per ticket and will be deducted from the final refund amount.

Refunds can be processed through your GDS if the following criteria is met:

• Ticket is un-used
• Ticket is partially un-used
• Cancellation of a reservation and refund of an original issued ticket before midnight the day after ticketing
• If a full refund is due - for death of the passenger or qualifying relative and adheres to the fare conditions
• Authorisation has been given by  VS Account Manager or Sales Support
• If there is a full refund due to a Virgin Atlantic schedule change as per the Global Schedule Change policy, or authorisation has been given by VS Sales.

Our Global Refund policy can be reverted to for advice and information regarding GDS refunds.

Further to our previous communication on the reactivation of automated refunds through the GDS, we wanted to provide you more flexibility to manage your refunds.

As from 12:00 today 17 September 2020, you will be able to delete any previous refund application (RA) via BSP and process the refund in your GDS.

From this time our team will no longer process the rejections which will offer you more control to be able to manage your refunds.

We understand you might have some questions, so we’ve answered a few of them below.

I’ve already received a rejection via the BSP link. What should I do now?
You can process through the GDS as you normally would, for specific entries or formats, please refer to you GDS Helpdesk.

I’ve processed a refund through the GDS but forgot to delete the request in BSP. What happens now?
You don’t need to do anything; we’ll reject the refund application so that it isn’t duplicated.

What happens if I process a refund incorrectly, or the refund is duplicated?
We will raise an ADM to correct the refund and recover the excess payment if necessary. Admin fees may will apply.

What if I would like to leave the application for Virgin Atlantic to process?
Contact our team on Online.Application@fly.virgin.com with the ticket number and the team will continue to process the refund for you.

More FAQ’s can be found on our Flying hub click here

Our Global Refund and Schedule Change policies have reverted to advise information regarding GDS refunds.

If you have any further questions about this, please contact Sales Support on sales.support@fly.virgin.com

For all other VSbulletin information, please visit https://www.vsflyinghub.com/en/vsbulletin

For DL ticketed customers please contact UK Delta Sales Support on 0800 783 0747 or Email SalesSupport.uk@delta.com.

For Delta’s up to date information please visit DeltaPro: https://pro.delta.com/content/agency/gb/en/home.html

View policy