Expect a VX cluster &*$# 28-30 OCT

Discussion in 'Virgin America | Elevate' started by Bay Pisco Shark, Oct 9, 2011.  |  Print Topic

  1. Bay Pisco Shark
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    Bay Pisco Shark Gold Member

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    Tuesday, October 4, 2011

    We’re making the switch to a new reservation platform – an update that will make our booking system and website stronger, faster and all-around better. Although the new Sabre platform will ultimately improve our booking and airport experience, the switch to a new platform will cause some guest inconvenience over the weekend of October 28 – October 30, when we transition from the old system to the new. For those flying or planning to use our website or Call Center during this time, below is some important information about what to expect. We appreciate your patience as we make this transition and continue to improve our Company and your experience on Virgin America.
    • Bookings, flight information and website (www.virginamerica.com):
      • Our reservations and booking services will be unavailable for approximately 12 to 24 hours beginning at noon Pacific Time on October 28.
      • During this time period you will be unable to change flights, check flight status, upgrade, receive Flight Alerts and 24-hour email confirmation reminders, check-in online or make other changes to reservations. All Elevate transactions and account information will also be unavailable.
      • Flight status on our website and Flight Alerts will be unavailable October 28 – October 30. To stay up-to-date on flight schedules during this time, visit www.flightview.com. Flight Alerts will also not migrate to the new system. Any guests who signed up to receive Flight Alerts will need to re-submit their Flight Alert request after the cutover is complete around midday on October 29.
      • We encourage all guests who need to access Elevate information, book flights or make changes online, to do so before October 28 or after October 30.

    • Call Center 1.877.FLY.VIRGIN (1.877.359.8474)* :
      • Although our Call Center will be additionally staffed and open 24 hours a day October 28 – October 30 to answer questions, Call Center teammates will be unable to access the reservations system during a 12 to 24 hour period beginning at noon Pacific Time on October 28. During this time period, you will be unable to change flights, check flight status, upgrade, check-in online or make other changes to reservations.
      • You may also experience extended Call Center hold times due to high call volume.
      • If you’d like to make routine changes or bookings via the Call Center, we encourage you to do so before October 28 or after November 4. Alternatively, changes can be made online via our website after October 29. If you have a general question, you can also contact us via Twitter by following @VirginAmerica and sending us a Direct Message: twitter.com/virginamerica.

    • Airports:
      • If you booked directly through our website or Call Center and are traveling October 28 – October 30, you will receive more information via email about what to expect at the airport – including the following:
        • Please allow extra time for longer lines at airport check-in. Check-in kiosks and online check-in will be unavailable so we encourage travelers to arrive at least two hours before scheduled departure times October 28 – October 30.
        • From the morning of October 27 through midday on October 28, we are encouraging guests to avoid longer lines by using online check-in for October 28 flights, however, guests who use our online check-in during this time will be unable to upgrade or check bags online. Guests will still be able to check baggage at the airport and have the option to upgrade onboard the aircraft via the Red entertainment system’s upgrade options (subject to seat availability).
        • Flight status on our website and Flight Alerts will be unavailable for 12 to 24 hours starting at noon Pacific Time on October 28, so we recommend that you stay up-to-date on flight schedules at www.flightview.com.
    • Fee waiver for those who wish to change flights October 28 - October 30:
      • If you have a confirmed flight booked directly through Virgin America for travel between October 28 – October 30, you may change your 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). You can also cancel flights with no fee and receive credit toward future travel or a full refund. Changes and cancellations of reservations must be made prior to October 22, 2011 by calling 1.877.FLY.VIRGIN (1.877.359.8474).*
      • Special advisory for guests who purchased flights through travel agents/third parties: Travel agents and third party sites like Expedia or Travelocity have been notified and issued waiver codes by Virgin America. If you booked in this way, please be in touch with the site you booked through for more details on your flight and any changes. Guests who booked through Orbitz can contact Virgin America directly.
      • Special advisory for travel agents: Travel agencies may use waiver code WX253 in their GDS to re–accommodate impacted guests traveling during the affected time period.
    *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
  2. Wandering Aramean
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    Wandering Aramean Gold Member

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    FWIW, JetBlue made a similar cutover a couple years ago and it went quite smoothly. Yes, there were some hiccups along the way but overall it was incredibly smooth. Much, much, much better than the prior North American one (WS, I think) which was basically a disaster.

    Assuming they leverage the knowledge from the JetBlue efforts I doubt things will go too horribly awry.

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