BEREAVEMENT/COMPASSIONATE/ILLNESS FARES
Virgin Atlantic recognizes the delicate nature of this type of travel and offers concessions to all passengers traveling on published fares only.
*In the event of death of a passenger en route, the tickets of persons accompanying the passenger may be modified by waiving the minimum stay or extending the validity.
* In the event of death in the immediate family of a passenger who has commenced travel, the validity of the passenger's ticket, and those of his or her immediate family who are accompanying the passenger may likewise be modified.
* Any such modification shall be made upon receipt of a valid death certificate and any such extension of validity and shall not be for a period of longer than forty-five (45) days from the date of the death.
* We may charge an administrative fee of approximately GBP50. We generally do not charge this fee, however, the conditions of carriage allow us to do so if we feel it's necessary. The reason for this charge is to stop anyone from using fraudulent documents.
Immediate family members consist of:
Parents
Siblings
Spouse
Common-Law Spouse
Same Sex Common-Law Partner
Children
Grandparents
Grandchildren
Daughters-In-Law & Sons-In-Law
Parents-In-Law
Brothers or Sisters-In-Law
Amendment/Cancellation of an existing PNR:
* If a passenger already has a booking with us and is either unable to travel at all or needs to postpone their trip due to bereavement, compassionate reasons or hospitalisation, we will cancel their booking, and they will have a year from the date of issue to use the ticket.
* If the passenger wishes to cancel their reservation completely then we will give them a full refund on any published fare.
* If a passenger wishes to change their travel dates then we will do this free of charge, subject to availability in their original booking class.
* In all cases the affected person must be either the passenger themselves, an immediate family member or a member of their traveling party who is not a family member, and only family members where hospitalization is concerned.
In order for us to offer these services we require the following:
1) Proof in the form of a death certificate
OR
2) Letter/fax from the funeral directors
3) Proof of hospitalization. If the passenger cannot provide proof to us before the time of travel, they would have to pay any amendment/upgrade fees, which would normally be applicable to the fare they purchased.
They can write in at later date with proof of purchase of the ticket and applicable change fees, and we would then reimburse them for any charges they had paid. The proof can be sent taken to a travel agent, sent to our Ticketing Department in our Norwalk, CT offices, or to our Ticket Desk in our airports on the day of departure. The address for our Norwalk offices are 747 Belden Avenue, Norwalk, CT 06850; Attn: Ticketing.
When canceling or changing bookings in these cases it is important that clear notes are made in the OSI Field explaining the situation, and in the Remarks Field stating what you have advised, to ensure that the airports and ticketing staff have access to the same information within the PNR.
a) OSI ENTRIES FOR ILLNESS:
3OSI VS PAX MR H JONES UNABLE TO TVL DUE
3OSI VS TO ILLNESS ALL AMEND FEES TO BE
3OSI VS WAIVED UPON PROOF OF HOSPITALISATION TD4FEB00LON
b) OSI ENTRIES FOR DEATH:
3OSI VS PNR CANX DUE TO DEATH OF PAX
3OSI VS MR F SMITH FULL REFUND TO BE
3OSI VS GIVEN UPON PROOF TD4FEB00LON Creation of a new PNR:
On whereby your client wishes to make a booking due to death or hospitalization in their family for immediate travel overseas, Virgin Atlantic offers the passenger the lowest available published fare, waiving the following:
- Advance purchase period
- Minimum stay
- Maximum stay
* Travel agents must still abide by the following:
- Class
- Seasonality
- Day of the week requirements of the fare
* The class you require must be showing in availability. If the class you require is not showing in the availability display you must offer the passenger the next highest class waiving the advance purchase, minimum and maximum stay requirements. If the booking class is not available, you must seek alternative dates.
* No retroactive discounts for Compassionate/Hospitalization travel
* The booking should be created in the normal manner with notations in the OSI and Remarks fields explaining what type of booking this is, and what you have advised the passenger. It is important that everyone is aware, particularly Ticketing and Airport staff of the status of this passenger, for customer care purposes.
OSI ENTRIES:
3OSI VS BEREAVEMENT CASE LOWEST AVAIL
3OSI VS FARE OFFERED BEREAVEMENT TVL DO NOT
3OSI VS OFFLOAD TD8FEB05 LON
For additional information, please contact our Call Center at 800-862-8621.
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