VIRGIN ATLANTIC | Travel Agents and Consultants Global ...

1 VIRGIN ATLANTIC | Travel Agents and Consultants Global Schedule Change Policy Airlines routinely change their flight schedules for a variety of reasons. Some reasons for schedule changes include but are not limited to: Seasonal demands Time changes from daylight savings to standard time or vice versa New routes Changes to operating times Flights that no longer operate Bookmarks Schedule change process Normal Schedule Change guidelines Tickets that have been re-validated Tickets that have not been re-validated Misconnections Misconnections outside 14 days Misconnections inside 14 days Bookings with other airlines as part of the itinerary Un-ticketed bookings outside 14 days Original class of service not available Original class of service not available outside 14 days Original

2 Class of service not available inside 14 days Refunds due to schedule change Schedule Change Process When a schedule change occurs, your PNR will be updated and the ticket will be re-validated. Once updated, VIRGIN ATLANTIC will send a notification back to your GDS for review and processing. PAGE 1 Global Sales V2. 10 December 2018. VIRGIN ATLANTIC | Travel Agents and Consultants Global Schedule Change Policy Tickets that have been re-validated By revalidating the ticket, VIRGIN ATLANTIC preserves your control of the ticket. You will know that the ticket has been re-validated because the re-validation data will automatically be included when you request a ticket display, provided the GDS sends the display request to VIRGIN ATLANTIC , following normal industry standards.

3 The updated flight, date, time and booking class data, which have changed due to re-validation, on the impacted coupon(s) will display. This information is dynamic (real time), therefore ensuring you get the most current view of the electronic ticket. In addition, it will provide clear indication to you that the ticket is up to date and your customer is check-in ready, requiring no reissue by yourself. Tickets that are not re-validated Not all schedule changes can be updated using VIRGIN ATLANTIC 's automated re-validation technology. Below is a list of instances when you must update the PNR, manually reissue the ticket and notify the customer of the changes.

4 Please note: This is not an exhaustive list, however the most common scenarios There is not a re-accommodation option booked for the customer (ex. UN segment). The minimum connect times are not met with the alternative routing An itinerary that requires a change in the number of flight coupons When there is no E-Ticket in the PNR. The flight change has caused a misconnection, which requires re-booking of the customer onto alternative flights, dates or times The itinerary changed from a non-stop to connecting flights Tickets are issued on another carrier's ticket stock Tickets contain other airline space The PNR contains a 'G' header in the name field The PNR contains select SSRs (example: UMNR, PETC, MEDA).

5 PAGE 2 Global Sales V2. 10 December 2018. VIRGIN ATLANTIC | Travel Agents and Consultants Global Schedule Change Policy Tickets that are not re-validated cont'd Review the customer's PNR, determine what needs to be done to the PNR. If the customer needs to be re-accommodated, the new flights must be rebooked using the same class of service as the original ticket, the ticket must be reissued as an even exchange. In addition, the PNR and ticket must be documented as noted below. PNR must be documented with the following OSI entry: SI VS INVOL SCHEDULE CHANGE VS XXX/DATE.

6 SI VS REISSUE FOC. Please reissue tickets to include INVOL SCHEDULE CHANGE VS XXX in the endorsement box and where supported precede the fare calculation with an I- . Normal Schedule Change Guidelines When an advanced schedule change occurs:- Determine if the schedule change is acceptable to the customer and if VIRGIN ATLANTIC have revalidated the ticket, no further action is required If the ticket has not been re-validated, however your customer accepts the changes; the ticket must be reissued as an even exchange. In addition, the PNR and ticket must be documented as noted below.

7 SI VS INVOL SCHEDULE CHANGE VS XXX. SI VS REISSUE FOC. Please reissue tickets to include INVOL SCHEDULE CHANGE VS XXX in the endorsement box and where supported precede the fare calculation with an I- . PAGE 3 Global Sales V2. 10 December 2018. VIRGIN ATLANTIC | Travel Agents and Consultants Global Schedule Change Policy Misconnection Should a VS schedule change cause a misconnection for your customers? Outside 14 days of Departure Other airline options included in the fare rules can be used in the applicable booking class only. Search for a suitable connection for the original class, origin and destination, dates can be a day on either side of the original Travel date Re-issue ticket as even exchange and updated with the below: SI VS INVOL SCHEDULE CHANGE VS XXX/DATE.

8 SI VS REISSUE FOC. Please reissue tickets to include INVOL SCHEDULE CHANGE VS XXX in the endorsement box and where supported precede the fare calculation with an I- . Should alternatives not meet customers' requirements a refund may be offered PNR must be documented with the following OSI entry: SI VS INVOL SCHEDULE CHANGE VS XXX/DATE. SI VS FULL REFUND. Inside 14 days of Departure Other airline options included in the fare rules can be used in the applicable booking class only. Search for a suitable connection for the original class, origin and destination, dates can be a day on either side of the original Travel date If original class is not available on the original date, rebook using the lowest class within original cabin Re-issue ticket as even exchange and updated with the below: SI VS INVOL SCHEDULE CHANGE VS XXX/DATE.

9 SI VS REISSUE FOC. Please reissue tickets to include INVOL SCHEDULE CHANGE VS XXX in the endorsement box and where supported precede the fare calculation with an I- . PAGE 4 Global Sales V2. 10 December 2018. VIRGIN ATLANTIC | Travel Agents and Consultants Global Schedule Change Policy Misconnections - Inside 14 days of Departure Cont'd Should alternatives not meet customers' requirements a refund may be offered PNR must be documented with the following OSI entry: SI VS INVOL SCHEDULE CHANGE VS XXX/DATE. SI VS FULL REFUND. Bookings with other airlines as part of the itinerary The operating carrier who runs the schedule change will be responsible for any re- booking or compensation.

10 Check relevant operating airlines schedule change policy Refunds will be processed via the marketing carrier Other airline options included in the fare rules can be used in the applicable booking class only Original Booking Class not available Outside 14 days of Departure To re-accommodate a customer on a new flight, the original ticketed class of service must be available for the new desired flight(s). If the original ticketed class of service is not available for the new desired flight(s), you must contact VIRGIN ATLANTIC Sales Support. dates can be a day on either side of the original Travel date PNR must be documented with the following OSI entry: SI VS INVOL SCHEDULE CHANGE VS XXX/DATE.