Flights from Virgin America | Virgin Flights
 

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OVERVIEW

    Due to our recent transition to a new reservations system, we’re experiencing longer than usual Call Hold times and a subset of guests are continuing to experience some web errors. We apologize for the inconvenience and appreciate your patience.  Please read on for more information.



NEWS ALERTS
  • Flight Changes or Cancellations: Although most guests are able to change flights online, some continue to experience errors making changes through virginamerica.com.  We hope to resolve this soon, and apologize for the inconvenience.  Please note:  At present, cancellations for one segment of a trip can only be made via the Call Center.  Roundtrip flight cancellations can be made online.
  • Online Check-in: Some guests are encountering errors when trying to check in or upgrade on virginamerica.com. We apologize for this inconvenience and urge guests that encounter errors to check in or upgrade at the airport.
  • Call Center Hold Times: Even though we’ve additionally staffed our Call Center, we’re experiencing a high call volume and longer than usual hold times.  While our hold time has decreased significantly, if your travel plans are not immediate, we advise trying us back later.  We apologize for this inconvenience and are continuing to improve our Call Center experience.
  • Elevate Issues:Some guests are encountering issues with creating new Elevate accounts, logging into Elevate, and Elevate points bookings.  We’re working to address these issues and appreciate your patience. Please note that new points earnings may take an average of two weeks to post to your account.

Thanks for your patience.  For more information, please see our FAQs below.



 

Why is Virgin America switching reservations platforms?

We’re moving to the new Sabre reservations and operational platforms to make our reservation system and website stronger, faster and all-around better.  After the transition, the new bookings platform will make our systems much more stable, with more efficient operations, improved guest capabilities and the ability for the continued expansion of airline partnerships and code-share alliances. The new Sabre platforms will further position Virgin America for the significant growth we plan for in the years ahead.

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What is Virgin America doing to ensure that the impact on guests is minimized?

To help prepare for our transition the weekend of October 28 – October 30, 2011, we  thinned our flight schedules (by about 40 percent), deployed additional staff across our operation, and focused transition work on the overnight hours of October 28 – October 29, and we communicated in advance to guests traveling about what to expect. In addition, all of our frontline teammates have received extensive training in the new system. Our airports and Call Centers will be additionally staffed throughout the transition period and our Call Center remained open 24 hours a day October 28 – November 4 to help guide guests.

We allowed guests traveling October 28 – October 30 to change or cancel their flights with no fees.

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Will my confirmation number change after the new system is live?

If you go online to view your itinerary after October 29, 2011, you may notice a different confirmation number for a future flight than the one you originally received when you first booked. This is because our new system has assigned you a new confirmation number. But not to worry: your reservation will remain the same and your old confirmation number will be cross-referenced in our new system, so you can use either number to check in.

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What if I have a credit file on Virgin America – can I use it after the transition to a new system?

Your credit files (for cancelled flights, or other flight credits you may have on file with us) have transferred to the new Sabre system. However, during the transition, we converted these credits into a new Travel Bank system – which stores cumulative credit file information and allow you to view all of your credits in one place online when you log into your Travel Bank account. Your flight credits will now appear online in your new Travel Bank account. Guests with a credit file or gift certificate will be sent instructions closer to the transition on how to access their account.

If guests have a credit file or gift certificate but no email address associated with it, they will still be able to use the credit file or gift certificate number at virginamerica.com. A link will be available for guests to enter their credit file or gift certificate number on the payment screen of a purchase on virginamerica.com.

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Can I redeem a Virgin America Gift Certificate or purchase a Virgin America Gift Certificate during the transition period?

If your gift certificate is associated with the same email address as your Elevate account, the gift certificate will be added to your new Travel Bank account which will store cumulative credit file information and allow you to view all of your credits in one place online. Guests with a gift certificate will be sent instructions closer to the transition on how to access their Travel Bank account.

If you don’t have an email address associated with your gift certificate (i.e. it was handed to you versus sent via email), you will need to enter your gift certificate and transaction ID numbers on the payment screen to redeem it.

Sales of new gift certificates will be on hold until later this year. Stay tuned to our website for details on the re-launch of the program.

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Does Sabre allow you to have e-ticketing?

Yes, each booking now has an e-ticket going forward. While this will not change the way our guests fly with us, it offers many benefits. E-ticketing will allow us to offer more partnerships to our guests, and make it easier to help our guests during irregular operations. Guests will see an e-ticket number on each confirmation and boarding pass going forward after migration.

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What can I expect when I call the Call Center? When will the new system be up so I can call back?

Although our Call Center will be additionally staffed, callers may experience longer than usual Call Center hold times due to a high call volume. We encourage those who want to make routine changes, upgrades, or bookings via the Call Center to do so online after the transition to avoid longer hold times. We also encourage guests with general questions to review this page to see if their question can be answered through our FAQs. Alternatively, guests with an urgent question may send via Twitter by following @VirginAmerica and sending us a Direct Message at twitter.com/virginamerica.

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Will my reservation be lost during the transition?

No. We will migrate all existing reservations during the transition, so if you booked a flight before October 28, 2011, it will still be in our system on October 29. With that said, there will be a 12 to 24-hour period starting on October 28 when you may temporarily be unable to access your reservations online or through our Call Center.

If you experience any problems locating a reservation after October 29, please call us at 1.877.FLY.VIRGIN (1.877.359.8474)* or follow us on Twitter and send us a Direct Message at twitter.com/virginamerica. Guests calling after October 29 may experience long hold times due to high call volume.

A note on confirmation numbers: If you go online to view your itinerary after October 29, you may notice a different confirmation number for a future flight than the one you originally received when you first booked. This is because our new system has assigned you a new confirmation number. But not to worry: your reservation will remain the same and your old confirmation number will be cross-referenced in our new system, so you can use either number to check in.

*Any guest calling within the United States has access to a complimentary telecommunication relay service by dialing 711. For more information, go to: http://www.nidcd.nih.gov/health/hearing/telecomm.asp

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I have a promotion code for flights. Will this be affected by cutover?

Promo codes that have not expired prior to our reservation system change the weekend of October 28 – October 30, 2011, will still be valid after the transition. To avoid longer than usual hold times and grant us time to fully validate promo code information after the transition, if you receive an error when trying to use a valid promo code after October 29, please contact us after October 31 and we will gladly work with you to resolve the issue.

Please call us at 1.877.FLY.VIRGIN (1.877.359.8474)* or follow us on Twitter and send us a Direct Message: twitter.com/virginamerica.

*Any guest calling within the United States has access to a complimentary telecommunication relay service by dialing 711. For more information, go to: http://www.nidcd.nih.gov/health/hearing/telecomm.asp

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Can I add a pet to my travel reservation during the cutover?

Unfortunately, we cannot book pet travel online during the transition period of 12 to 24 hours, starting at noon Pacific Time on October 28. You can make pet bookings at the airport, however, on the day of travel. Please refer to our pet policies in advance to ensure that you have the proper vaccination approvals and paperwork, and you otherwise comply with our specifications for pet travel.

In addition, due to the complexity of migrating payment information from one system to the next, we stopped allowing pet reservations online earlier this year (and instead asked guests to call the Call Center to make pet bookings). We also stopped taking payment for all pre-booked pet fees earlier this year and will be contacting guests who are flying with pets after the transition to collect fees in advance of their travel. Post-transition, guests may book tickets and add their pets online once again.

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Will I still be subscribed to Flight Alerts after the cutover?

Flight Alerts will unfortunately not migrate to the new system during the reservation system transition. If you have signed up to receive Flight Alerts, you will need to re-submit your Flight Alert request after the transition is complete, around midday on October 29.

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I’m traveling after the reservation system change. How will I be impacted?

We will be moving to our new reservation platform the weekend of October 28 – October 30. Although our new Sabre system will ultimately improve our bookings platform and website, the switch may cause some temporary inconvenience to our guests.

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Will my confirmation number change after the new system is live?

If you go online to view your itinerary after October 29, 2011, you may notice a different confirmation number for a future flight than the one you originally received when you first booked. This is because our new system has assigned you a new confirmation number. But not to worry: your reservation will remain the same and your old confirmation number will be cross-referenced in our new system, so you can use either number to check in.

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If I’m planning on traveling during the weekend that Virgin America is changing their reservation system, can I change my flight in advance?

Absolutely. Guests with confirmed flights booked directly through Virgin America for travel October 28 – October 30, 2011 may change their travel date to any date through November 15, 2011 (excluding October 28 – October 30) without paying change fees or the difference in fares—for travel between the same cities and within the same cabin of service (subject to seat availability). These guests may also cancel flights with no fee and receive credit for future travel or a full refund. Changes and cancellations of reservations must be made prior to October 22 by calling 1.877.FLY.VIRGIN (1.877.359.8474). Guests who booked their flights through a travel agent or third party site like Expedia or Travelocity should please contact that site for changes, cancellations, credits or refunds.

*guest calling within the United States has access to a complimentary telecommunication relay service by dialing 711. For more information, go to: http://www.nidcd.nih.gov/health/hearing/telecomm.asp

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What can I expect when I call the Call Center?

Although our Call Center will be additionally staffed, callers may experience longer than usual Call Center hold times due to a high call volume. We encourage those who want to make routine changes, upgrades, or bookings via the Call Center to do so online after the transition to avoid longer hold times. We also encourage guests with general questions to review this page to see if their question can be answered through our FAQs. Alternatively, guests with an urgent question may send via Twitter by following @VirginAmerica and sending us a Direct Message at twitter.com/virginamerica.

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What can I expect at the airport?

Airports are operating normally.

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Will my reservation be lost during the transition?

No. We will migrate all existing reservations during the transition, so if you booked a flight before October 28, 2011, it will still be in our system on October 29. With that said, there will be a 12 to 24-hour period starting on October 28 when you may temporarily be unable to access your reservations online or through our Call Center.

If you experience any problems locating a reservation after October 29, please call us at 1.877.FLY.VIRGIN (1.877.359.8474)* or follow us on Twitter and send us a Direct Message at twitter.com/virginamerica. Guests calling after October 29 may experience long hold times due to high call volume.

A note on confirmation numbers: If you go online to view your itinerary after October 29, you may notice a different confirmation number for a future flight than the one you originally received when you first booked. This is because our new system has assigned you a new confirmation number. But not to worry: your reservation will remain the same and your old confirmation number will be cross-referenced in our new system, so you can use either number to check in.

*Any guest calling within the United States has access to a complimentary telecommunication relay service by dialing 711. For more information, go to: http://www.nidcd.nih.gov/health/hearing/telecomm.asp

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Will I still earn Elevate points for my flights during the change?

Yes, absolutely. However, please allow 1 – 2 weeks after your flight’s departure date to see earned points posted to your Elevate account online.

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Will I still be subscribed to Flight Alerts after the cutover?

Flight Alerts will unfortunately not migrate to the new system during the reservation system transition. If you have signed up to receive Flight Alerts, you will need to re-submit your Flight Alert request after the transition is complete, around midday on October 29.

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Will my Elevate point balance be affected by the cutover?

No. All Elevate point data will transfer to the new system. While we’re planning for a smooth transition, some members may experience delays in the posting of points post-transition. After the transition to the new Sabre platform (around midday on October 29), you will need to log into your Elevate account using your old log-in and password in order to book reward travel or access your Elevate point balance and account information. Additionally, you may need to reenter your credit card information if this was added as an option in your Elevate account. Please allow 1 – 2 weeks after your flight’s departure date to see earned points posted to your Elevate account online. Should any Elevate points be missing for any reason please let us know and we will work to resolve the issue as swiftly as possible.

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Will there be any changes to the Elevate program after cutover?

Post-transition, the Elevate program will continue to offer the same benefits to its members that it does today. Our move to a new reservation platform will make our bookings system and website stronger, faster and all-around better. In addition, this new reservation platform will provide us greater ability to continue improving the Elevate program and rewarding our members for their loyalty.

After the transition to the new Sabre platform (around midday on October 29), you will need to log into your Elevate account using your old log-in and password in order to book reward flights or access your Elevate point balance and account information. Additionally, you may need to reenter your credit card information if this was added as an option in your Elevate account. Should any Elevate points be missing for any reason, please let us know and we will work to resolve the issue as swiftly as possible.

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Will I still earn Elevate points for my flights during the change?

Yes, absolutely. However, please allow 1 – 2 weeks after your flight’s departure date to see earned points posted to your Elevate account online.

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For general questions, please follow @VirginAmerica on Twitter and send a Direct Message: twitter.com/virginamerica.

Travelers can also call our Call Center (1.877.FLY.VIRGIN*) between the hours of 3:30am – 11:30pm Pacific Time. Please be advised that hold times may be longer than usual due to high call volume in the lead-up to our Sabre transition.

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