We’d like to take this opportunity to remind you that IATA Resolution 830d mandates that agents actively ask each passenger whether they wish to have their contact details (mobile number and/or email) provided to Virgin Atlantic, and other airlines in the itinerary, so that we are able to contact them in the event of flight disruption, including delay, cancellation, schedule change, or important pre-travel information such as specific entry requirements.   Where the passenger does not wish to provide their contact details, you should advise the passenger that they may not receive information from us.

Latest VSbulletin Updates

    

Due to French Air Traffic Control strike action today. 25 April 2024, we have produced a policy which 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.

 

Virgin Atlantic has created a Display Guidelines document to assist in our ongoing efforts to offer our customers a modern retailing experience in their channel of choice. That experience includes the accurate and consistent display of our products across all our retailing partners.

We have created the Global Product Display Guidelines to help ensure our fares, product features and benefits are displayed accurately in all channels.

These display guidelines encourage providing customers with a modern retailing experience approach that matches Virgin Atlantic’s flying experience. Please follow them carefully to deliver this experience to our mutual customers and help us showcase our products and services clearly and effectively.

The Global Product Display Guidelines have been live on our Partner Hub for some time now so please ensure you have familiarised yourselves with them.  They can be found here.

The guidelines include information for agents to adhere to when displaying and selling our products. As these display guidelines are extremely important to provide transparency to our customers, we will carry out monitoring and reserve the right to take appropriate action against any party that fails to meet the requirements.

As a minimum, on behalf of our customers, we would expect to see the following:

  • Virgin Atlantic’s name is displayed correctly using the current logo.
  • Display a full breakdown of the fare, taxes, ancillaries and any fees associated with the total cost.
  • Display all correct fare product names, rules and associated attributes.
  • No repackaging of our products - clear and transparent communication to the customer. If the agent offers services at a fee, the agent must disclose if the airline offers the same services for free.
  • Present a higher fare product during the booking flow - this may include a flex product.
    • Ideally all fare products to be displayed

We also ask that you ensure any sub-agents booking via your company adhere to these guidelines and gently remind you that you are responsible for these agents.

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.

We would like 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 A1 TRAVEL DEALS LIMITED – Globehunters IATA 91285294 or any agency under this registered company.

Please cancel all Unticketed bookings associated with A1 TRAVEL DEALS LIMITED – Globehunters IATA 91285294 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 of A1 TRAVEL DEALS LIMITED – Globehunters IATA 91285294, 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.

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.

Even though our office in Hong Kong closed some time ago, we know that on occasions you may still need to get in touch with us. Therefore, we want to let you know that our old email address  HKG.SalesSupport@fly.virgin.com will no longer accept emails and you may now reach us by visiting our ‘Get in to uch form’ on Partner Hub.

Our team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

We’ve proudly been flying from Hong Kong since 1994, so it was a difficult decision not to restart our passenger and cargo flights and close our local office. 

We know you may still need to get in touch with us. 

Our email inbox hkg.salessupport@fly.virgin.com will continue to be managed, but by our colleagues in Shanghai.  However, from 16 November, our telephone line +852 2532 3080 will cease to work.  

We would therefore recommend if you would like to contact us, you may reach us at the above email address or you can use the ‘Get in touch form’ which you can find here.

For any customers scheduled to travel whose flight has been cancelled, we have options to rebook following our schedule change policy.

Customers have the option to rebook on Cathay Pacific (CX) services, using the below booking classes.

If the booking class is not available, rebook in the lowest available class in the same cabin.  Should the customer choose to upgrade cabin, fare difference will need to be collected.

 

Business

J C D P I

Premium Economy

W R E

Economy

Y B H K M L V S N Q O 

 

Permitted travel dates:

Valid for travel between 11 March 2023 - 31 October 2023 with the following exceptions:

Blackout dates:

Travel LONHKG is not permitted 27MAR23-01APR23

Travel HKGLON is not permitted 13APR23-18APR23

CX codeshare flight ranges CX1000-1999, CX4000-7999, CX9000-9999 are not permitted

Add the following into the endorsement when reissuing the ticket:

SCHEDULE CHANGE VS XXX

S- Must proceed the fare calculation

Alternatively, you may request a full refund via your GDS

Update the SI field with the following information:

SI VS REFUND DUE TO HKG ROUTE CANCELLATION

Alternatively, if you are unable to refund in your GDS [AMS1] the refund application can be raised via BSP

Include the following remarks into the BSP Claim:

FULL REFUND DUE TO HKG ROUTE CANCELLATION

Thank you again for your support and great partnership, we couldn’t have done it without you. 

 

Policy updates

    

Due to the ongoing situation with COVID-19 we are temporarily suspending the carriage of unaccompanied minors, aged 5 to 11 years old. This decision has been made with the health and safety of our people and customers at the front of our minds.

 

We will continue to review the situation and keep you up to date with any changes.  

 

Our flexibility policy may be used for any unaccompanied minors that you may have booked for travel. Details can be found on our VSflyinghub

 

YPTA Customers

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

 

YPTA travelling to Barbados

We need to let you know that we require further information for YPTA customers when travelling to Barbados (LHRBGI)

 

Our teams will be calling nominated guardians meeting any YPTA customers up to 4 hours prior to our flight arrival. This is to ensure that nominated guardians are at the airport to meet them and to be present in case the YPTA customer is held at the airport for any length of time due to current PCR testing requirements.

 

To enable our Barbados team to contact nominated guardians we require the below structured remarks to be added to the OSI field

 

  • This applies for LHRBGI sectors only

OSI VS WBBB NAME

OSI VS WBBB ADDRESS

OSI VS WBBB CONTACT NUMBER

OSI VS WBBB EMAIL ADDRESS

OSI VS WBMB NAME

OSI VS WBMB ADDRESS

OSI VS WBMB CONTACT NUMBER

OSI VS WBMB EMAIL ADDRESS

 

It is also essential the YPTA SSR is added to the PNR a minimum of 72 hours prior to departure

 

If you have any questions about this, please contact Sales Support at 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 Delta Pro: https://pro.delta.com/content/agency/gb/en/home.html