Travel is in a period of rapid disruption, where one event can trigger off a series of other disruptions.
Virgin Atlantic has sent a notice to agents asking for their co-operation in securing client contact details for the airline, to ensure that passengers are the first to know of:
- changes to their flights during times of operational disruption, and
- important pre-travel information, such as country entry and document requirements.
“We want to work together to provide the best service for our customers and assure you that we will only be using contact information for service communication,” said a statement from the airline.
Virgin says if it is unable to contact customers, it has to rely on travel agents to relay the information, and that can mean the information may not reach the passenger in time.
Where passengers wish to have their contact details provided to the airline, these should be entered into the PNR by the booking agent using SSR entries.
Where passengers do not wish to provide their contact details, they should be aware that they may not receive information from VS relating to flight disruption, including delays, cancellation, schedule changes, or important pre-travel information such as specific entry requirements. The booking should be updated using the ‘refused’ SSR entry.
