Bookings

Group Sales Optimiser

Group Quoting and booking Now Online

Dear Valued Partner,

Virgin Australia is pleased to provide an update on features now available in our Group Sales Optimiser (GSO):

Bookings:

  • The ability to book and hold inventory
  • Increase, decrease and Split PNR*
  • Ability to cancel entire group or cancel at a PNR level*
  • Contract Versioning

*cancellations are subject to applicable terms and conditions.

Quotes:

  • International markets now available (*excluding Alliance operated services and blackout periods on Trans-Tasman)
  • Time band feature has been expanded
  • Ability to quote a maximum of eight sectors in the one quote using the Multi City function
  • Ability to process multiple requests at the same time using your notification queue

Important Points to remember:

  • Booking management – date/time/route/cabin changes will need to be managed by the Groups Sales team at Group.sales@virginaustralia.com
  • Invoicing of changes will be provided by the Group Sales team referencing the applicable terms and conditions of the Group.
  • For Trans-Tasman blackout dates and itineraries involving our Alliance partners please submit a Group Quote Request Form.

GSO demonstrations are available on request. Please ask your GSO Administrator to email gsosupport@virginaustralia.com to register your interest in a Webinar.

 

System Administration

As an Office Administrator how do I create a User? 

Click on your name in the top right hand corner and select User Management. Choose “Create New User”.

As an Office Administrator how do I delete a User?

Click on your name in the top right hand corner and select User Management. Choose the User Name you wish to delete and select remove.

What happens if I forget my GSO User Name and Password?

The GSO will lock the user out for 30 minutes if the password/user details were incorrectly entered after 5 attempts. Please contact your administrator to reset your password.

What if my Log In/Sign In does not work? 

Ensure your entry is all in lowercase. If you are still unable to login please contact the GSO help desk at GSOsupport@virginaustralia.com or call on 1300 406 962/+61773295 2286 during business hours.

How do I change my Password?

Select your name in the top right hand corner, select My Profile, change Password, enter current and new password options and confirm change.

How do I request a New Password?

Your office GSO Administrator can re-set your password.

How does an Office Administrator update or change a user’s password?

Click on your name in the top right hand corner and select User Management. Choose the User Name you wish to change from the menu provided. Select EDIT on the User you are amending and update their password.

How can I update my email address and/or phone number?

Click on your name in the top right hand corner and select My Profile. Edit your information and save.

 

Quote/Offer Functionality

How do I know what "Group Type” to choose?

Virgin Australia understands Groups have different needs depending on the reason for travel. As such we have tailored terms and conditions that meet your specific market needs. Once you have ascertained your Group’s reason for travel, select your Group Type from the drop down box based on the type of travel of your group. For Example - if travel is to watch a football game – this would be Leisure Travel. If they are travelling to play competitive sport this would be: - Sport. The correct Group Type generates the Terms and Conditions for your specific group. If you are unsure please ask the GSO support Team - GSOsupport@virginaustralia.com

How do I view the full Groups Terms and Conditions?

You can view the specific Group Schedule on your Downloaded Offer. For the Group Booking Principle Conditions please click on the hyperlink on page one of the offer.

How do I find my saved Offers?

Click on the Action Queue located on the top menu bar. All quotes generated by your Agency will be displayed.

Can I filter my saved Offers?

To filter your offers, select the filter type on the “Filter by” menu selection. You can choose as many filters as you need.

How do I cancel my filtered selection?

Your selected filters will be display under the Filter bar. Click on the “x” do delete your selection.

Why can’t I find my saved offered?

Ensure you don’t have any filters selected that do not pertain to the Offer you wish to find.

How do I edit an Offer?

Retrieve your saved offer. Select “Edit Offer” located on the footer bar. This will take you to the search page to submit.

What do I do if GSO failed to provide a quote?

If GSO returns an error, you can select the edit option and either change the date or time band to search for alternate flights. If you are still unable to receive a quote, please contact the GSO Help Desk by email at GSOsupport@virginaustralia.com or call 1300 406 962/+61773295 2286 during business hours

Time is important to me. Can I complete multiple quote requests simultaneously?

Yes – GSO supports multiple searches at one time. Once you have selected “search flights” on your first request, select New Request, populate and search flights. Your original request will evaluate in the background. Once the original search is completed, you will receive a notification via your notification queue (the bell symbol on top right next to your name). 43x40-gso-faq-bell

You can then select the previous search request from this queue and complete your quote.

Can I book from an Expired Quote?

If your quote has expired you will need to edit and re-request the quote.

How do I know how long my Offer is valid for?

Your Offer validity is provided at the time your Offer is saved. Offers are subject to specific seat availability at time of booking; however your Offer remains valid if specific seats are available within the validity period.

What happens if I download the PDF Offer before I have saved it?

If you download the PDF Offer before saving, your Offer will NOT save to your Action Queue and you will be unable to retrieve it as there will be no record of the Offer in GSO. As such the Offer will have no validity period and a new Offer will need to be created if you wish to make a booking. If you have overlooked saving the Offer, you may be able to locate it on your Notification queue. Choose the offer from the notification queue and save. Please note any GSO ID present on your notification queue will remain active for 30 minutes.

What if I do not want the quote and do not want to proceed?

Select the Reject button on the left hand side of the footer. Complete the reject offer area to document reason. The reject reason data will be available for analysis in the near future.

If I reject an offer can I re-retrieve this again?

No – once you reject the offer it is no longer open for acceptance and you cannot retrieve it. You will need to request a new Offer. 

Escalation Queue

I notice I have a new tab "Escalation Queue" on the main screen of my GSO log in, what is the Escalation queue and how does it work?

The escalation queue now provides you the ability to request a quote via the GSO that requires manual review by Virgin Australia.

If I receive the response "Unable to automatically provide a quote fro this request. Escalate your fare request for manual review by the airline, or modify your request and try again" what action should I take?

Please select the Escalate Queue tab.

I notice I can add notes to my request when I send to sales, what important information should I add?

The notes section can be used as a method to advise Virgin Australia your complete requirements, i.e. preferred travel time or if your group is flexible within a time range.

Once I have escalated the quote via the Escalate Queue tab how can I track the status of this quote?

All quotes escalated to Virgin Australia can be tracked by viewing the quote ID from your escalation queue.

Once I submit the escalation button, how long will the turn around be?

Escalations will have a 24 hour turn around, should your request be urgent please contact GSO Support on either gsosupport@virginaustralia.com or

1300 406 962.

How will I know that my request has been actioned?

Our Sales team will send you a courtesy email to inform you your quote is now ready for review. Once you receive this, please log into the GSO and click on your escalation queue. Please filter by "resolved by Sales". This will give you the list of all escalations that have been approved by our Sales team. This quote will also appear in your action queue for future reference.

How can I view Virgin Australia's response to my original note sent?

The GSO records a history of communication between yourself and the Virgin Australia Sales Team. Please click on the notes section of your quote to see the notes history. 

Do I now need to save my offer?

Yes you will need to save the offer so you have a record of the request.

How do I convert my quote into a booking?

Once the quote is present in your action queue, the quote is valid for 48 hours (subject to seat availability). Simply select "book" and the GSO will convert your quote into a booking

 

Booking Functionality

How do I convert my Offer to a Booking?

Open the saved offer and select the “book” icon located on the footer of your screen. If the Offer has expired, edit the offer and if happy with new offer select “book”. The system will automatically search for available seats and generate the PNR’s. You will be able to retrieve your bookings from the booking management queue.

Where do I find my Group Bookings?

Once you have selected “Book” a link to your booking will be displayed in a green banner under the Offer details. This link opens up your Booking ID. All bookings for your Agency can be found under the Booking Management Tab.

Can I filter my Bookings?

To filter your Bookings, select the filter type on the “Filter by” menu selection in the Booking Management Tab. You can choose as many filters as you need.

How do I cancel my filtered selection?

Your selected filters will be displayed under the Filter bar. Click on the “x” do delete your selection.

Why can’t I find my Group Booking?

Ensure you don’t have any Filters selected that do not pertain to the Group Booking you wish to find.

How can I view my held PNRs?

Select the Booking ID from the Booking Management tab. Once Booking ID is displayed, click onto the PNRs tab and click on the PNR. To go back to the Booking details, click on the Booking ID number.

How do I increase my Group Booking?

Retrieve your PNR Locator, select increase and populate the number of seats you wish to add. You can edit the flights of the increased seats if your Terms and Conditions allow this. If you are happy with the Offer for the additional seats, you can select Accept and Book and a new PNR will be created within your Booking ID.

How do I decrease my Group Booking?

Retrieve your PNR Locator. Select Decrease and select the number of seats you want to REDUCE TO. Please refer to your applicable Terms and conditions prior to decreasing any seats as penalties may apply.

Can I split my PNR’s?

Retrieve the PNR Locator. Select the Split Group Tab. Place the number of Passengers you wish to split out of the group. Click on the “Separate X Pax” box. You will note Headings showing the original PNR and the Total Size of the Group and a second Header showing the NEW PNR and the total Size. If you are happy with this split, click on the Create New PNR icon on the Footer. If you want to change the number of passengers you are splitting you can put the number that you want to put back into the original PNR inside the NEW PNR box. If you are happy with this number, click on the Put Back X Pax icon. Check you are happy with the old PNR and new PNR passenger numbers and then select Create New PNR box. Once the split booking is created the Booking ID page will be displayed and a notice confirming your PNR was successfully split will appear in a green banner.

How do I add names to my bookings?

Retrieve the PNR Locator and select the names tab. You can populate the passenger names into the tabs and select Save Names. Saved names will be displayed in greyed out boxes. Alternatively, email your Group Consultant the completed Names Template for action. Please note Virgin Australia require age and date of birth of all children and infants aged 12years or younger.

Can I cancel my bookings?

You have the ability to cancel at a PNR level or to Cancel all PNR’s held or the group in one action. To cancel ALL PNRs, Retrieve the Booking ID and click on the Cancel Booking icon located on the right hand side under the Group details. To cancel at a PNR level, select the PNR Locator you wish to cancel (this will display the details of the flights held on this PNR). Select Cancel PNR, complete the reason for the cancel and select Cancel PNR. All cancellations are subject to the applicable Terms and Conditions of the Group.

If I notice the flight is incorrect and I have already confirmed the booking can I change it?

Yes – If payment has not been made you can cancel your existing booking in the GSO and create a new booking. Pricing will be optimised on the date of the change. If you need further assistance please contact your VA Group Sales Consultant.

Will I be charged for any changes I make to the reservation?

You will be charged as per Terms and Conditions associated with the booking. For flight or route changes please contact your Group Sales Consultant.

What do I do if I have any special requests for a particular booking?

Special Service Requests will be managed by your Group Sales Consultant. Please refer to our Special Needs and Assistance information and contact your Consultant for assistance.

How do I quote or book an Infant?

Please email gsosupport@virginaustralia.com with your GSO offer ID and our team will organise a quote or add your infant to the booking.

What is the correct age of a child and infant?Any guest over 2 years of age who is not yet 12 years of age is classed as a child. Any guest 23 months or younger is classed as an infant, and must be accompanied by a guest 18 years of age and over, or the parent/legal guardian – who is 18 years of age and over. To ensure the safety and comfort of all our guests, only one infant may be booked to travel with each adult or guardian. Virgin Australia requires age and date of birth of all children and infants aged 12years or younger.

Can I make multiple booking requests for the same itinerary?

No, this is not allowed as Virgin Australia optimise their fares based on the total number of guests travelling. Virgin Australia audits all bookings and any misuse of the GSO will result in cancellation of seats. 

Contracts and Payments

How do I view my Contract?

Retrieve the Booking ID and select the Contracts tab. An updated Version of your contract is available each time an amendment is made to the Group Booking

Can I pay my Deposit and Final Payment by Credit Card?

For POS Australia group bookings - You are able to pay your Deposit by Credit Card, but only the Final Payment if it is due within 14 days of your group’s departure. Your other payment options are EFT or EMD.
For POS NZ or US group bookings – You are able to pay both your Deposit and Final Payment by Credit Card and fees will apply (see table below).

How do I pay for changes after ticketing?

Payment is accepted by Credit Card only and should be advised directly to your Virgin Australia Groups Consultant

Do credit card payments attract a payment surcharge?

Any bookings created and issued after the 1st of September for point of sale Australia are exempt from any payment surcharge. Any booking paid in NZD please refer to the below payment surcharge table:

Form of PaymentPoint of SaleMarketPayment Surcharge
Credit and Debit CardNew ZealandAU Domestic**NZ$7.70 flat charge per passenger, per ticket
Credit and Debit CardNew ZealandTrans-Tasman**NZ$10.00 flat charge per passenger, per ticket
Credit and Debit CardNew ZealandInternational Short Haul**NZ$10.00 flat charge, per passenger, per ticket
NZ$30.00 for International Short Haul itineraries via SIN/AUH
Credit and Debit CardNew ZealandInternational Long Haul**NZ$30.00 flat charge, per passenger, per ticket

**for a full list of domestic and international routes please refer to www.virginaustralia.com

How do I view my payment?

Retrieve the Booking ID and select the Payments tab. Invoices pertaining to this group (where the Group has been managed inside GSO) will be displayed. 

How can I notify a payment has been made?

Retrieve the Booking ID and select the Payments tab. Click onto the invoice pertaining to your payment. Select the Add Payment icon. Populate the payment information and select Add Payment. Once this payment has been verified by the airline, the funds will be debited against the Ledger. Verified payments can be viewed under the Verification column associated to that invoice. 

General Troubleshooting

If I have requested flights and I can only view the top tool bar and not the whole flight request on screen what should I do?

This issue could be due to your screen resolution? The recommended Screen resolution is 1280 x 1024. This can be changed by right clicking on desktop or through control panel settings. If this does not fix the problem please contact GSO support GSOsupport@virginaustralia.com

If I reject an offer can I re-retrieve this again?

No – once you reject the offer it is no longer open for acceptance and you cannot retrieve it. You will need to request a new Offer.