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TRADE RELEASE 11 October 2017
 
Making Every Customer Contactable
 

Virgin Australia is continually improving how we communicate with our customers to deliver excellent customer service as well as a safe and rewarding travel experience.  A key component of delivering this service is working with our trade partners to ensure each booking includes the correct customer details should we need to communicate with your customer regarding any changes to their flight schedule.

In order for our teams to effectively notify and communicate with guests about any impact to their flight schedule, it’s crucial that the phone and email contact information of the travelling guest is provided in the travelling guest’s booking. The following SSR codes are accepted for bookings made via the Global Distribution System (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

Note: As our flight notification system is also able to communicate with passengers via Velocity Frequent Flyer profile details, we kindly ask trade partners to please ensure any Velocity Frequent Flyer details are also included in the travelling guest’s booking.

Important: Effective immediately, for any PNR that does not have a CTCE or CTCM present in the relevant contact field, a Vendor Remark will be added to the PNR prompting the Agent to complete this information.

PLS ADD SSRCTCM SSRCTCE IF YOU REQUIRE VA TO ATTEMPT TO CTC YOUR CLIENT IF FLIGHT IS CHANGED WITHIN 72HRS OF DEP

Virgin Australia thanks our trade partners for your cooperation in ensuring this information is provided in all GDS bookings and for your support in ensuring we continually deliver a safe and improved customer experience.

For information on accepted GDS entries, please refer to the GDS Clue Cards on the Virgin Australia Agency Hub, Policies and Guides tab. Alternatively, please contact your Virgin Australia Industry Account Manager or the Virgin Australia Industry Support Team.

 
 
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This trade release email is being sent to you by Virgin Australia Airlines Pty of 56 Edmondstone Road, Bowen Hills, Queensland 4006 Australia. Virgin Australia Airlines Pty Ltd ABN 36 090 670 965, Virgin Samoa Ltd ABN 90 116 233 517, Virgin Australia Airlines (NZ) Ltd ABN 26 313 149 900, Virgin Australia International Airlines Pty Ltd ABN 63 125 580 823.