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

    

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

Please ensure that any existing bookings have had the below updated:

Update all existing PNRs with the YPTA SSR and the customers Secure Flight Data, including their date of birth

Download and print the consent form, which must be completed by the parent/guardian and taken to the airport on the day of travel

Update all existing PNRs with the following OSI information, which must match the signed consent form

WBBB VSFLT/DDMMM LHR LASTNAME/FIRSTNAME

WBBB VSFLT/DDMMM H/M/W +44 12345 67890

WBMB VSFLT/DDMMM JFK LASTNAME/FIRSTNAME

WBMB VSFLT/DDMMM H/M/W +1 222 222 222

Repeat the entry for the return sector

The YPTA SSR and the customers Secure Flight Data (including their date of birth) must be added at PNR creation

Download and print the consent form, which must be completed by the parent/guardian and taken to the airport on the day of travel

The following OSI information must be added no later than 14 days prior to departure, which must match the signed consent form

WBBB VSFLT/DDMMM LHR LASTNAME/FIRSTNAME

WBBB VSFLT/DDMMM H/M/W +44 12345 67890

WBMB VSFLT/DDMMM JFK LASTNAME/FIRSTNAME

WBMB VSFLT/DDMMM H/M/W +1 222 222 222

Repeat the entry for the return sector

Failure to add the above information may result in customers being denied boarding.

If a young person travelling alone is no longer able to travel due to our new policy, please process a refund in the normal way and ensure the SI field is updated with:

UNMIN booking error

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.

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 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

Covid-19 Information

    

VSBulletin updates

    

Due to significant Heathrow baggage system failures at Terminal 2 and 3, unfortunately a number of customers’ bags have been delayed and not reached their flights in time for departure. We are working closely with Heathrow and doing everything we can to ensure that customers' bags are put onto the next available flights and returned as quickly as possible. We sincerely apologise for the inconvenience that this has caused to affected customers.

 

FAQ

What has happened to my customers bag? They're at their destination and do not have it?  

We’re very sorry for the delay to customers' baggage. Due to significant Heathrow baggage system failures outside of our control, unfortunately a large number of customers’ bags have been delayed and not reached their flights in time for departure. We are working closely with Heathrow and doing everything we can to get these bags returned as quickly as possible. More info can be found here: https://help.virginatlantic.com/gb/en/news/travel-alerts/lhr-baggage-system-failures.html  

 

When will customers' get their bag?  

At this moment in time we can’t provide a precise timeline, as we don’t have access to all of these bags, however, we are working closely with Heathrow and using all available resource to work through the backlog and get customers' baggage to them as soon as possible and on the next available flights. We’ve deployed extra airline staff and management at Terminal 3 today to support our ground handling provider. Once customers' have a missed baggage reference number, they can view the status of their bags online: http://www.worldtracer.aero/filedsp/vs.htm  

 

The customer doesn't have a missing bag reference number – what should they do?

If they’re yet to receive their missing bag reference number and are no longer at the airport, please ask them to email baggage.tracing@fly.virgin.com with the following information; full name, airline booking reference, delivery address, contact number, email address, total number of bags and bag description and we’ll be in touch soon. It's important they have a reference number so their missing baggage is registered, and we have the correct address to courier it to them. 

 

Our customers' had to buy new items – are you going to reimburse them?  

We’re sorry for additional inconvenience this has caused, though this situation is out of our direct control. You can claim reimbursement for essential items purchased via this page: https://help.virginatlantic.com/gb/en/baggage/claim-for-essentials.html. We kindly request that receipts are submitted for us to be able to swiftly handle any claims.  

 

Why has this happened?  

These unprecedented baggage issues have been caused by factors completely outside of our control, with system failures at Terminal 2 & 3 and other terminals reaching capacity too, all of this has an impact on the shared Heathrow baggage facilities. We’re truly sorry for the inconvenience and frustration caused. 

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.

Passengers on a VS issued ticket including a ComAir (BA) operated sector
Bookings from Any
Bookings until Any
Original travel date(s) 1 June 22 - 31 May 23
New travel must be completed by 

31 May 23

(30 Apr 23 on SA)

Change fees Waived - must be the same point of origin/destination and cabin as originally booked. Must be within 14 days of original travel date.
Fare difference

Waived – must be the same point of origin/destination and cabin as originally booked. Must be within 14 days of original travel date.

Refund Full refunds on unused sectors are permitted for departures through 31 May 23, irrespective of whether the flights are cancelled or not, if the itinerary includes a Comair (BA) operated flight and the ticket is issued by Virgin Atlantic (VS) on a Virgin Atlantic (VS/VS*) flight number
Rebooking carrier priority

VS or;

VS/4Z (Airlink 4Z) or;

VS/SA (South African Airways SA).

 

4Z rebooking guidelines:

Rebook onto 4Z-operated services in the lowest available 4Z RBD in the same cabin, as detailed below. If the same cabin is not available on 4Z services, rebook in the lower cabin.

Between JNB and:

CPT/DUR/PLZ/HRE/LVI/WDH/MPM

Business Cabin on 4Z

RBD: D/Z

Economy Cabin: 

RBD: X/W/G/L/V/Q/S/T/O/M/B

 

VS/SA Rebooking Guidelines:

Rebook onto SA-operated services in the lowest available SA RBD in the same cabin. If the same cabin is not available on SA services, rebook in the lower cabin.

VS/SA ticket must be issued by 31 Jul 22, and travel must commence from 11 Jun 22. Travel must be completed by 30 Apr 23.

For Business Cabin on certain SA routes follow the below:

Between JNB and:

CPT – Z

DUR – Z

MRU – D

HRE – D

For Economy Cabin on certain SA routes follow the below:

Between JNB and:

CPT – W/Q/H

DUR – W/Q/H

HRE – V/S/M

MRU – V/S/M

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.

Our Winter 2022 Flying Programme

 USA

LHR-JFK-LHR

35 per week in Oct

39 per week Nov-Mar

A351/B789/A333

LHR-MIA-LHR

7 per week in Oct

14 per week Nov-Mar

A333/A351

LHR-LAX-LHR

14 per week

A351

LHR-BOS-LHR

7 per week

A333

LHR-SFO-LHR

14 per week in Oct

7 per week Nov-Mar

B789

LHR-IAD-LHR

5 per week in Oct

7 per week Nov-Mar

A333

LHR-MCO-LHR

14 per week in Oct

10 per week in Nov

7 per week Dec-Mar

A333

LHR-ATL-LHR

7 per week

A351

LHR-SEA-LHR

5 per week in Oct

7 per week Nov-Mar

B789

LHR-LAS-LHR

7 per week

B789

LHR-AUS-LHR

4 per week

 

B789

Caribbean

LHR-ANU-LHR

3 per week in Oct

4 per week Nov-Mar

A333

LHR-BGI-LHR

7 per week in Oct

10 per week Nov-Mar

A333/B789

LHR-SVD-LHR

(via BGI)

 

2 per week

A333

LHR-TAB-LHR

(via BGI)

 

2 per week

A333

LHR-GND-LHR

(VIA BGI)

 

2 per week

A333

LHR-UVF-LHR

3 per week Nov-Mar

A333

LHR-MBJ-LHR

4 per week in Oct

7 per week Nov-Mar

B789

 

LHR-NAS-LHR

 

2 per week

B789

 

LHR-HAV-LHR

3 per week Nov-Mar

B789

London to Rest of World

LHR-PVG-LHR

Shanghai restart date to be confirmed

 

LHR-HKG-LHR

7 per week

B789

LHR-DEL-LHR

14 per week

B789

LHR-BOM-LHR

7 per week

B789

LHR-LHE-LHR

4 per week

B789

LHR-ISB-LHR

3 per week

B789

LHR-LOS-LHR

7 per week

A351

LHR-JNB-LHR

7 per week

B789

LHR-CPT-LHR

7 per week Nov-Mar

B789

 

LHR-TLV-LHR

7 per week

A333

Manchester and Regional flying

MAN-MCO-MAN

12 per week in Oct

7 per week Nov-Feb

9 per week in Mar

A333

MAN-BGI-MAN

3 per week Nov-Mar

A333

MAN-ATL-MAN

5 per week in Oct

4 per week Oct-Feb

7 per week in Mar

A333

MAN-JFK-MAN

7 per week Oct-Nov

6 per week in Dec

5 per week in Jan-Feb

7 per week in Mar

A333

EDI-MCO-EDI

2 per week in Oct

A333

MAN-ISB-MAN

2 per week in Oct

B789

 

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

Further to a VSbulletin sent on 17th May 2022 regarding “The Flights Guru Ltd”, Virgin Atlantic is issuing the following important update –

We have erroneously identified in our previous communication that we had identified fraudulent activities being conducted by “The Flights Guru Ltd”, and instructed you not to work with them as a consolidator on any matters related to sale or distribution of our services.

The communication should in fact have stated that we wished you not to work with another entity with a similar name which is an entirely separate company.

We extend our heartfelt apologies to “The Flights Guru Ltd” for the confusion and any distress caused by the original communication, and for the avoidance of doubt, we confirm that we have no issues with you working with “The Flights Guru Ltd” in any ongoing capacity related to the sale or distribution of our services.

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

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.

In August 2021, we had to change our flights to operate from Edinburgh Airport (EDI) instead of Glasgow Airport (GLA). To limit the impact this has on your customers journey, Edinburgh Airport will be providing free car parking to customers travelling on Virgin Atlantic to Orlando who have been affected by this airport change. We can now share more information about how this will work in practice.

When they’re ready to go to the airport, they simply park their vehicle at Edinburgh Airport’s secure Long Stay car park, which is a 6-8 minute walk from the Terminal (please note, there is not a shuttle bus service).

There’s no need to pre book. Just turn up and take a ticket at the Long Stay entry barrier as normal. They can leave their car safely for up to three weeks while they go and enjoy their holiday.

Read more about the airport’s Long Stay parking here, although the tariffs won’t apply to them.

This free offer applies to the Long Stay car park only, so make sure they don’t park in a different car park or they will be eligible for parking fees.

When they go to the Virgin Atlantic Check In desk at Departures they can collect the free exit ticket, which will be waiting for them. They must remember to put it somewhere safe for use upon return.

We hope this goes some way to easing the start of your customer’s trip, so they can concentrate on planning the rest of their holiday.

Find out more by visiting our FAQ's here.

 

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 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

After the successful implementation of our new fare basis structure last year for travel to USA, Canada and Mexico, we are ready to roll this out to other markets. This ensures harmonised pricing across different points of sale and alignment with our JV partners.

From 5th May 2021, our new fare basis structure, explained in full below, will be live for travel covering the following itineraries:

  • UK to Rest of the World
  • Rest of the World to UK
  • Europe to Rest of the World
  • Rest of the World to Europe
  • Rest of the World to U.S.
  • Caribbean to other Rest of World markets

The result of the new fare basis structure will mean that all four carriers; AF, KL, DL and VS will now only have one set of fares for the UK market that will have no restrictions on routing**.

 

* Our new fare basis structure also applies to interline and codeshare journeys to/from Africa, the Middle East, Asia, Australasia, Latin America and the Caribbean. It will also remain in place for journeys from USA, Canada and Mexico to Europe and V.V.

Branded fares character changes

Brand

Character change

Economy Light

‘B’ to ‘L’

Economy Classic

‘M’ to ‘S’ or 'N'

Economy Delight

‘C’ to ‘X’ 

Premium/Upper 'M' to 'N'

Please note these characters remain in Position 7 of the fare basis code

Ticket reissues

Unused tickets issued before taxonomy changes

  1. No change to 1st fare component

 

 

  1. Where there is a change to the 1st fare component

 

Re-price itinerary using historical fares in effect on the previous ticket date or using current fares in effect at the time of ticket re-issue, whichever is lower.

 

Re-price the itinerary using current fares in effect at the time of the re-issue

 

Partially used tickets issued before taxonomy changes

Re-price with historical fares from the original ticket issue date with the old fare basis codes

 

If you have any 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

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

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