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TRADE RELEASE 27 November 2017
Important Update regarding Mt Agung and flights to Bali

Virgin Australia is closely monitoring activity at Mt Agung in Bali. The Agung Volcano Observatory aviation colour code is currently red, indicating that further eruption is imminent or underway with significant emission of volcanic ash into the atmosphere likely.

Due to the significant volcanic ash and current weather conditions, Denpasar Airport is now closed. As a result, Virgin Australia has cancelled all flights between Bali and Australia today and Tuesday 28 November 2017.

Cancelled flights to Bali – Monday 27 November 2017

VA33 Sydney – Denpasar
VA43 Brisbane – Denpasar

Cancelled flights from Bali – Monday 27 November 2017

VA36 Denpasar – Sydney
VA46 Denpasar – Brisbane

Cancelled flights to Bali – Tuesday 28 November 2017

VA33 Sydney – Denpasar
VA43 Brisbane – Denpasar

Cancelled flights from Bali – Tuesday 28 November 2017

VA36 Denpasar – Sydney
VA46 Denpasar – Brisbane

The safety of our guests and crew is our highest priority and our team of meteorologists continue to monitor the situation in consultation with the Volcanic Ash Advisory Centre.

A Commercial Policy has been issued on the Virgin Australia Agency Hub regarding the handling of guests impacted.

Further information

Guests whose flights have been cancelled will be advised of their new flight details via SMS or email, or they can contact the Virgin Australia Guest Contact Centre on 13 67 89 from Australia or +61 7 3119 7042 from Bali (or 00 1803 061 2002 from a Bali fixed line with IndoSat carrier).

Any guests due to travel to or from Denpasar are encouraged to check the status of their flight on our Virgin Australia website.

If your customer has not yet commenced their journey to Bali, Virgin Australia is offering guests the option of travelling to a number of alternative holiday destinations such as Fiji and Vanuatu as per the conditions of our commercial policy.

Important reminder for any bookings currently held for Denpasar

In order to communicate effectively with guests who have been impacted by flight changes, we kindly ask our trade partners to ensure the phone and email contact information of the travelling customer have been entered as per the following SSR codes/formats via the GDS. This will enable us to reach more of your customers more successfully when advising them of changes to flights into and out of Denpasar.

SSR Codes accepted in the GDS:

• SSR Designator(s): VA
• Contact Type: CTCM (Mobile contact for irregular operations)
Phone Format(s): 61400111222
• Contact Type: CTCE (Email contact for irregular operations)
Guest email in format advised by your GDS

Please ensure any Velocity Frequent Flyer details are included in your customers booking, as our flight delay notification system is also able to communicate with passengers via Velocity Frequent Flyer profile details.

For further information on accepted GDS entries, please refer to the GDS Clue Cards on the Virgin Australia Agency Hub, Policies and Guides tab.

We sincerely apologise for the inconvenience caused by these flight changes however we will always put safety first. We continue to closely monitor the situation in Bali and encourage trade partners to please refer to the Agency Hub or Virgin Australia website to continue to keep up to date with the current situation.

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