If your client has lost his or her ticket, the procedure varies depending on whether travel has commenced or not, and whether the traveler is in a VS gateway. We've outlined each scenario below.
IF YOUR CLIENT HAS LOST HER TICKET AND TRAVEL HAS NOT COMMENCED
Your client must purchase a new set of tickets.
If your client is traveling on a published fare only, and it's a paper ticket, and time does not permit to send the new tickets to your client, you can set up a PTA. Please create the booking with all relevant form of payment details, then contact our Call Center at 800-862-8621 and ask to speak with the Prepaid Desk.
In order for your client to obtain a refund on the original ticket, and to account for the lost ticket, please contact our Refunds Department to request a Form of Indemnity (FOI), which is a legally binding document that both the passenger and travel agent must sign and return to us. There is a $50, non-refundable administration charge per ticket for processing the FOI, which will be deducted from the passenger's total refund amount. Lost tickets are also removed from our system to prevent them from being utilized in the future. The FOI cannot be emailed or faxed. The passenger's refund will be issued within six months from the date our Refunds Department receives the signed FOI returned from you.
To request a Form of Indemnity, or to return a completed one, please contact us at:
Attn: Refunds Department
Virgin Atlantic Airways
75 North Water St.
Norwalk, CT, 06854
IF YOUR CLIENT HAS LOST HER TICKET AND TRAVEL HAS COMMENCED
If the ticket is of VS stock, Virgin Atlantic Airways' airport ticket desks will reissue the lost ticket against the Form of Indemnity (FOI) once the FOI has been completed and signed by the passenger, and the passenger has been fully identified in person. Should any of the following information not be available to Virgin Atlantic at the time of request for the agent reissuing the ticket, an FOI may not be used as the form of payment, and the passenger can expect to purchase a new ticket at the applicable fare. There is a $50 or GBP30 non-refundable administration charge for processing this lost ticket application, which will be deducted from the passenger's total refund amount.
Our airport staff must have the following information to issue a ticket against an FOI, to be entered in the OSI field by the travel agent:
- lost ticket number - ticket date of issue - original routing - original fare calculation/tax breakdown - original fare basis or deal code - applicable restrictions/endorsements - name of issuing travel agency - travel agent name and phone number - original form of payment details - the following notes:
OSI VS ATTN LHR ATO PLEASE ISSUE REPLACEMENT AGAINST FOI FOR RETURN
OSI VS HAVAD PAX $50 OR GPB30 ADMIN FEE
OSI VS AGENT SIGN, DATE, PHONE NUMBER
Once you have entered all the information above, please email theproducers@fly.virgin.comand include your telephone number, Virgin Atlantic record locator and the name of the pax who have lost their ticket. Virgin Atlantic Sales staff will acknowledge your email within 24 hours, excluding weekends and holidays.
IF YOUR CLIENT HAS LOST HER TICKET, AND IS CONNECTING FROM A CITY WHERE THERE IS NOT A VIRGIN ATLANTIC AIRWAYS TICKET COUNTER, THE PASSENGER HAS TWO OPTIONS
Option 1:
The passenger may choose to purchase a separate ticket and fly into a VS gateway
Once they arrive at a VS gateway, our airport staff must have the following information to issue a ticket against an FOI, to be entered in the OSI field by the travel agent:
- lost ticket number - ticket date of issue - original routing - original fare calculation/tax breakdown - original fare basis or deal code - applicable restrictions/endorsements - name of issuing travel agency - travel agent name and phone number - original form of payment - the following notes:
OSI VS ATTN LHR ATO PLEASE ISSUE REPLACEMENT AGAINST FOI FOR RETURN
OSI VS HAVAD PAX $50 OR GPB30 ADMIN FEE
OSI VS AGENT SIGN, DATE, PHONE NUMBER
Once you have entered all the information above, please email theproducers@fly.virgin.com and include your telephone number, Virgin Atlantic record locator and the name of the pax who lost their ticket. Virgin Atlantic Inside Sales staff will acknowledge your email within 24 hours, excluding weekends and holidays.
Option 2:
The passenger may choose to purchase a new one-way ticket to fly home
The travel agent will then need to contact our Refund Department at 866-217-7024 to request a Form of Indemnity (FOI)
VS shall refund or credit the passenger the value of the lost ticket less the $50 administration charge. The refund will be processed within six months from the date our Refund Department receives the signed FOI returned back from you.
VS shall not refund or credit passenger on ticket(s) purchased on another airline
