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TRADE RELEASE 02 October 2018
Virgin Australia Enhances Group Sales Optimiser (GSO) Functionality

Virgin Australia is excited to announce that from today, 02 October 2018, agents using the Group Sales Optimiser (GSO) will experience enhanced features and improved functionality, ensuring we continue to accommodate our customer’s needs across the Virgin Australia network. 

The dynamic and interactive functionality of the GSO ensures the agent has full control of quoting, whilst providing your client with access to the most suitable fare options. 

As all fares are optimised, Virgin Australia can sell the ideal fare and number of seats the agent requires on any requested flight. 

The new GSO booking management enhancements will provide agents with the:

• capability to edit one way and return bookings by date, time and route*
• ability to increase and decrease a group size, as well as split a PNR*
• capability to increase and edit a journey date, time and route*
• ability to cancel an entire group booking, or at a PNR level only*

To support the GSO, Virgin Australia has a dedicated and professional team of Consultants available to assist agents with any queries or group travel arrangements.

Virgin Australia is committed to continually looking for ways to deliver rewarding travel experiences and is delighted to be able to offer these enhancements to help build a more engaging brand experience for our agents and customers.

For more information regarding the GSO and these new enhancements, please refer to the Virgin Australia website. Alternatively, for troubleshooting and problem-solving assistance, Virgin Australia have a dedicated Support Team who can be reached on 1300 406 962 or

Virgin Australia Announces Baggage Customer Care Service

Virgin Australia is pleased to announce the launch of its Baggage Customer Care Service, a dedicated 24/7 call centre available to guests for all international and domestic mishandled baggage support.

Baggage Customer Care Service has been introduced to further enhance the customer experience by providing guests with real-time mishandled baggage support and assistance, outside of airport operational hours. 

The Baggage Customer Care Service will provide:

• assistance for guests with mishandled (delayed, missing and damaged) baggage;
• assistance in tracing missing bags across all international and domestic ports;
• real-time updates to guests with mishandled baggage; and
• a point of contact for guests outside airport operational hours.

Guests will still be required to report any lost or damaged bags initially with Virgin Australia’s Baggage Service operators at the airport, before contacting the Baggage Customer Care Service.

The Baggage Customer Care Service will be rolled out in two phases:

• Phase One: Processing all mishandled baggage claims - launching 02 October 2018.
• Phase Two: Missing baggage tracing and call centre - launching 01 December 2018.

The Baggage Customer Care Service will provide a dedicated Baggage Services resource which will improve the guest experience.

For more information, please contact your Virgin Australia Industry Account Manager.

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*Cancellations and changes are subject to applicable terms and conditions including the Virgin Australia Conditions of Carriage. Fees may apply for cancellations or changes.

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