Virgin Australia s Corporate Booking Portal User Guide

Transcription

1 Virgin Australia s Corporate Booking Portal User Guide Status: Review Version: 2.1 (accelerate) Date 07/06/2013

2 Table of Contents 1. Introduction Getting Started User Profiles... 4 User Profile Matrix... 4 Admin User... 5 Traveller... 5 Travel Arranger... 5 Super User How to Create a Traveller Profile, to be Linked to an Account How to Access Admin User Profiles... 9 Login to Account... 9 Corporate Profile Overview Creating a Travel Arranger Search for Travel Arrangers and enable Super User access Search for a Traveller Profile Corporate Travel Bank Funds How to Access Corporate Accounts Login to Account View Account Transactions How to Make Corporate Bookings Step 1 Search for Flights Step 2 Select Flight Time and Fare Type Step 3 Confirm Itinerary Step 4 Search for Travellers (if applicable) Step 5 Enter Guest Details Step 6 Select Seat (optional) Step 7 Add Travel Extras incl. Additional Baggage (optional) Step 8 Confirm Flight Details, Select Travel Insurance and Make Payment Step 9 Flight Confirmation Details Unconfirmed Payment How to Change (Exchange) Corporate Bookings via the Corporate Booking Portal Step 1 Search for Reservation Step 2 Select reservation to be changed Step 3 Review Itinerary and Select Flights to be changed Step 4 Select Flight Time and Fare Type Step 5 Confirm the New Itinerary Step 6 Review Guest Information page 2

3 Step 7 Select Seat (optional) Step 8 Add Travel Extras (optional) incl. Additional Baggage Step 9 Confirm Flight Details, Select Travel Insurance and Make Payment Step 10 Flight Confirmation Details How to Cancel Corporate Bookings via the Corporate Booking Portal Step 1 Search for Reservation Step 2 Select Reservation to be Cancelled Step 3 Review Itinerary to be Cancelled Step 3 Confirm Refund Step 4 Confirmation of Refund General Advice Further Support page 3

4 1. Introduction Welcome to Virgin Australia s Corporate Booking Portal; our online solution for client s who wish to make and manage bookings directly with Virgin Australia. This manual can be used as a guide, to help you to better understand our corporate account set up and booking process. 2. Getting Started Once a corporate account has been set up and approved, our reservation system will forward a number of automatic s to the contact nominated. These s include important information about your account, which we recommend you keep. These s relate to: Admin User Username Admin User Password Corporate Travel Bank 1 Username Corporate Travel Bank Password Once you have received these confirmation s, you can login as the Admin User, and create Travel Arranger and Super User profiles. 3. User Profiles Each Corporate user has the ability to access Virgin Australia s Corporate Booking Engine through their individual profile. Profiles contain one username and one password to access booking and profile information. There are four different user types, as outlined below. User Profile Matrix Admin User Super User Travel Arranger Traveller Make a booking View own bookings View all company bookings Change and cancel own bookings Change and cancel all company bookings Edit own profile Create and edit Travel Arranger profiles Enable Super User access for Travel Arrangers Enable Corporate Travel Bank for Travel Arrangers & Super Users View Corporate Travel Bank transactions Update company details 1 Corporate Travel Bank provides a secure place for storing a company s credits from cancelled reservations, to be used towards future flights. The fare rules of a booking, determine if a refund can be processed back to the original form of payment or if it is stored in the Corporate Travel Bank. Corporate Travel Bank can be used online via the Corporate login, or by calling Virgin Australia s Guest Contact Centre on (Option 2). page 4

5 Admin User Each corporate account that uses Virgin Australia s Corporate Booking Portal has an Admin User. This is the key account contact. We recommend, in the event of staffing changes within your company, that these details be passed on to whomever is responsible and managing your company s travel. The Admin has the highest level of access, but does not have the ability to make bookings. In order to make bookings, the Admin User must create a Travel Arranger profile. The Admin User is the registered company contact, and has the ability to: Create Travel Arrangers Upgrade Travel Arrangers to Super Users Remove Travel Arranger profiles Disable Travellers Book A Flight privileges Update the company s profile and user profiles Give users permission to access the company s Travel Bank account The Admin User also receives copies of all itineraries booked by the company via the Corporate Portal. Traveller Travellers are registered with Traveller Profile by a Travel Arranger. Travellers have the ability to: Make a booking for themselves (by selecting Book A Flight in their profile) View their reservations Travel Arranger Travel Arrangers are created by the Admin User. Travel Arrangers have the ability to: Make a booking View reservations they have made Search by Booking Reference (PNR) Search by first/last name Super User A Super User is a Travel Arranger, with the ability to book travel, and access the entire company s bookings (made by all Travel Arrangers). Every company should have at least one Super User set up. To create a Super User, a Travel Arranger profile must be made, before being upgraded to Super User status by Admin User. page 5

6 4. How to Create a Traveller Profile, to be Linked to an Account To add a Traveller Profile, click here. Click Enrol Individual Travellers. Traveller Profiles allow you to enter a guest s information, which speeds up booking by prepopulating information into the booking process. Once a Traveller Profile has been created an confirmation will be sent to the nominated address. We recommend entering the Travel Arranger s address to ensure that Corporate Travel Bank is not accessed outside the business. We recommend creating a Traveller Profile for the Super User or Travel Arranger and enabling Travel Bank via the Admin User profile. This will allow the user to make phone bookings using Travel Bank via our Guest Contact Centre. page 6

7 Please note: Your Corporate ID is the first 11 digits of your admin username. Enter Guest/ Traveller details. Enter a password reminder. Enter your company name. Enter the guest s frequent flyer details. page 7

8 Enter the guest s travel document details. Please note that this will currently not pre populate when making a booking. The Payment Information section allows you to assign a credit card to the guest. Enter the billing address of the guest. Important Note: When creating a Traveller Profile for an employee, the employee will receive a confirmation . Enter the contact phone number and Address page 8

9 5. How to Access Admin User Profiles Login to Account To access Admin User profiles, click here. Enter Admin User Username and Password, and click Login. If you have forgotten your password, click Remind me. page 9

10 Corporate Profile Overview Once you have logged in, the Corporate Profile page will display. The Corporate ID (found in the top right hand corner of the page) is required to make bookings via our Guest Contact Centre. Please advise the Guest Contact Centre consultant to add the Corporate ID as a Tour Code. Note: Travel Arranger Usernames and Passwords require a minimum of 7 characters. Your Company Details To create a Travel Arranger or Super User, please enter the details here If you are creating a Super User, you need to create a Travel Arranger profile first Please disregard this option This lists all Traveller Profiles This allows you to search for specific Traveller This section allows you to Search for Traveller Profiles page 10

11 This option lists all Travel Arrangers and Super This option allows you to search for specific Travel Arrangers and Super Users This section allows you to Search for Travel Arrangers and Super Users This section details the Corporate Travel Bank balance available to your company page 11

12 Creating a Travel Arranger Enter the required Travel Arranger details, and click Create Travel Arranger. Note: Usernames and Passwords require a minimum of 7 characters. All fields with an asterisk (*) are compulsory. Once you have successfully created a Travel Arranger, a confirmation message will appear above the Create Travel Arranger header. page 12

13 Search for Travel Arrangers and enable Super User access Scroll down in the Admin User profile to Search for Travel Arrangers. Click List All, or enter the Travel Arranger and click Search. Existing Travel Arranger(s) will display in a list. To upgrade a Travel Arranger to a Super User tick the tickbox, next to their name, under the Enable Super Arranger table heading. If you would like to grant a Travel Arranger aces to your company s Corporate Travel Bank funds, tick the tickbox, next to their name, under the Enable Travel Bank table heading. To save changes, click the Update button. To update an individual Travel Arranger s contact details, click the Update link, next to their name, under the Update Profile table heading. Click Modify Search to return to the Admin User homepage. page 13

14 On the Update Travel Arranger page, you can edit the details of a Travel Arranger or delete a Travel Arranger profile. You can also reset a Travel Arranger s password by entering a new password. Click Update Profile to save changes. Click Delete Profile to delete the profile. Click Back to admin home page to return to the Admin User homepage. page 14

15 Search for a Traveller Profile Scroll down to Search on the Admin User page. Click List All, or enter the Traveller s details and click Search. Existing Traveller Profiles will display To grant users access to your Corporate Travel Bank funds, tick the tickbox, next to their name, under the Enable Travel Bank table heading. We recommend that only Travel Arrangers or Super Users should have access to your company s Corporate Travel Bank to avoid unauthorised use of the Corporate Travel Bank funds. Any users with existing profiles may book travel by logging in to their profile. This function can be activated by selecting the Display Shop for Business. We recommend creating Traveller Profiles for Travel Arrangers and Super Users, and enabling Corporate Travel Bank, by ticking the tick box, next to the user s name, under the Enable Travel Bank table heading. This will allow the Travel Arranger and Super User to make, change or cancel bookings via our Guest Contact Centre and use Corporate Travel Bank by quoting the Traveller Profile ID. Please note the name on the flight reservation can be different to the name of the Traveller Profile when making bookings via our Guest Contact Centre. In order to use the Corporate Travel Bank via Virgin Australia s Guest Contact Centre please quote the Traveller Profile ID where Travel Bank is enabled. page 15

16 Corporate Travel Bank Funds Scroll down to the bottom of the Admin User profile page. Available Travel Bank funds are displayed in this section. Click View Details to launch a new page outlining Corporate Travel Bank summary. The Corporate Travel Bank Account Statement gives you an overview of recent credits and available balance. Click Account Statement to view transaction details related to your Corporate Travel Bank. Balance of your available Corporate Travel Bank View Credits and Credit Expiry of the funds in our Corporate Travel Bank. Note that the credits expire 12 months after original booking date. page 16

17 The Account Transaction History of your Corporate Travel Bank allows you to view any transaction where Corporate Travel Bank was used. This includes ticket purchases and refunds where the remaining funds were placed into the Corporate Travel Bank. To change the date range of your account history, enter a start and end date in the date fields provided, and click Search. page 17

18 6. How to Access Corporate Accounts Login to Account To access our Corporate Login, click here. Enter your Travel Arranger or Super User Usernames and Passwords, and click Login. If you have forgotten your password, click Remind me. Passwords can also be reset by the Admin User. page 18

19 View Account Transactions Bookings can be viewed by searching for Reservation Number or Name. Click Search in the Search by Name area to list all recent bookings Users with access to Travel Bank can view their Corporate Travel Bank account balance at the bottom of the Welcome page. Note: The system will log out automatically after 15 minutes of inactivity. Search for past reservations by Reservation Number Search for past reservations by Passenger Name Please note that if you leave these fields blank and click on Search, all future bookings will display Travel Bank Information and Balance page 19

20 7. How to Make Corporate Bookings Step 1 Search for Flights Login as a Travel Arranger or Super User. Your Company Name will appear on the top right hand corner. This indicates that you are logged into our Corporate Booking Portal. If you company name includes the word Reward then this is your reward or rebate account which holds you rebate amount. Click the Book A Flight button, located in the top right hand corner of Welcome page. Enter your flight search criteria, and click Search. Your Company Name Enter your flight search criteria Please note that same day return flights need to have a return time after the depart time before clicking on the Search button page 20

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22 Step 2 Select Flight Time and Fare Type Choose the preferred flight time and fare type from the table provided. Fare inclusions and rules can be viewed on our website, under Fare Types. Once you have selected your flight(s), scroll to the bottom of the page and click Continue. page 22

23 Step 3 Confirm Itinerary Review itinerary details, and ensure travel dates and times are correct. Click View Fare Rules link to view the rules applicable to the fare(s) selected. Click Purchase to confirm itinerary and finalise booking. page 23

24 Step 4 Search for Travellers (if applicable) If a Traveller Profile (refer to Section 3 of this guide) has been created for the person you wish to make the fight reservation for, you can search for the Traveller on this page. If the person you wish to make the flight reservation for does not have a Traveller Profile, click Complete Reservation. Assign booking to pre-established Travellers o Search by name and details, and click Search. o Tick tickbox under applicable Traveller s name, and click Select. o Review Traveller selected, and click Complete Reservation. o Guest information will be pre-populated with Traveller s details. Fill out any missing information in the fields provided, and click Pay For Seats. page 24

25 Step 5 Enter Guest Details Enter Guest Information in the fields provided and click Pay for Seats. All fields with an asterisk (*) are compulsory. If you have chosen a Traveller Profile, information that has already been provided will prepopulate in this step. This section is only required for international flights. Please leave blank for Australian domestic flights Please enter your company name page 25

26 Step 6 Select Seat (optional) Click on the guest s preferred seat on the seat map provided, and click Continue. For return bookings, click on the guest s preferred seat (for the return flight) on the seat map provided, and click Continue. Note: Seat selection is on a request basis only. The guest s actual seat will be confirmed at time of check in. Click Add Travel Extras to continue. Note: Clicking Skip Seat Selection will erase the seat selection and continue. page 26

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28 Step 7 Add Travel Extras incl. Additional Baggage (optional) To offset carbon emissions, tick the tick box next to Traveller s name, click Next to offset the return flight, and click Continue. To purchase Additional Baggage, tick the appropriate tick box next to Traveller s name, and click Continue to proceed to the payment page. Note: o o Travel Extras cannot be paid for using Corporate Travel Bank. Travel Extras have to be paid by credit card if Corporate Travel Bank has been chosen as form of payment for flights. If multiple Travellers are booked on the same itinerary, Additional Baggage and Carbon Offset selection can be selected on an individual basis. Please note that no luggage can be purchased with Saver Light fares page 28

29 Click Continue to proceed to the payment page. Additional bags can be selected in this section.\ page 29

30 Step 8 Confirm Flight Details, Select Travel Insurance and Make Payment Confirm the itinerary details. Select whether you would like to purchase travel insurance (if applicable). Review and confirm your flight selection Select Travel Insurance if required Confirm Guest Name page 30

31 Pay for flight(s) (and extras) by entering applicable details in the fields provided, or by following the steps in the information provided. Choose your preferred payment method (Credit Card, PoLi Internet Banking or Travel Bank). PoLi is Internet Banking that allows you to pay for your flights without a credit card. For more information about PoLi, click here. Travel Bank allows you to pay some or all of the flight charges. Note: Travel Bank cannot be used for extras such as additional baggage, insurance or other incidentals. Pay by credit card section Pay by PoLi Internet Banking section Pay by Corporate Travel Bank section Enter the amount you wish to subtract from your Travel Bank page 31

32 Enter Billing Address in the fields provided. Read fare rules and tick the tickbox to confirm that you have read and understood our Terms and Conditions of Carriage, Fare Rules and Privacy Policy. Click Purchase to reserve and pay for your flight(s) and extras. Note: If you make payment using a credit card, flight extras and applicable service fees will be shown separately on your credit card statement. Enter your Company s Billing Address Confirm you have read the terms and conditions by selecting the tickbox Click on Purchase to finalise the booking Step 9 Flight Confirmation Details Once the payment has been processed a confirmation page will display. An with an e-ticket will be forwarded to the nominated address of the booking. If you receive an error message (e.g. The credit card payment was not successful ), please contact our Guest Contact Centre (via accelerate) on (Option 2). page 32

33 Your booking is now confirmed and an itinerary will be forwarded to the Traveller. Next steps: To make additional reservations, click the Homepage link, located on the bottom of the page. Please ensure your company name displays in the top right hand side of the Homepage. If the company name is not present, you will need to log in again. page 33

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35 Unconfirmed Payment If you have entered an incorrect credit card number, the system will prompt you to re-enter your credit card details. Please re-enter and confirm your credit card details and select Purchase on the bottom of the page. Indicator that the credit card number was incorrect. Please re-enter the required information. page 35

36 If the credit card payment was unsuccessful your screen will show an error message with a reservation number. Please note that the booking has not been confirmed. Your credit card was not charged. Please contact the Guest Contact Centre immediately on (Option 2) and reconfirm the credit card details. If payment is not received within the same day, the itinerary will be cancelled. Indicator that the payment could not be processed. If the payment could not be processed, the Payment details are not populated page 36

37 You can identify an unconfirmed payment by searching for all reservations within the Travel Arranger or Super User login. Reservations will indicate Unticketed. Please contact the Guest Contact Centre on (Option 2) to confirm the payment details. An indicator that this reservation has not been confirmed page 37

38 8. How to Change (Exchange) Corporate Bookings via the Corporate Booking Portal The Corporate Booking Portal allows you to change bookings made via the Corporate Booking Portal. Important information when changing a booking: If a booking with Travel Extras is exchanged online, Travel Extras will be forfeited. To exchange a booking that contains Travel Extras, without forfeiting Travel Extras, please contact our Guest Contact Centre. When exchanging your booking, you must select a fare of equal or a higher value than your existing fare. If you do not select an applicable fare, our system will automatically select one for you. A change fee may be charged when changing your booking. If multiple guests are booked on the same itinerary, the Corporate Booking Portal will only allow change to one or all flights for all travellers. If you wish to change a flight for an individual guest, please contact our Guest Contact Centre. Please contact our Guest Contact Centre ( select Option 2) to change: Booking made via the Guest Contact Centre, or the public website (virginaustralia.com). Bookings with a departure date within 24 hours. Return bookings, where the first sector (flight) has already been flown. Bookings that have already been amended via the Corporate Portal. page 38

39 Step 1 Search for Reservation Please login as a Travel Arranger or Super User. Your Company Name will appear in the top right hand corner. This indicates that you are logged into the Corporate Booking Portal. If your company name includes the word Reward, you are logged into your reward or rebate account, which holds you rebate amount. You may search for bookings by: o Reservation Number (displays a specific booking) o Traveller Name (if you leave the name fields blank and click Search, all future bookings will display) Search for past reservations by Passenger Name. Please note that if you leave these fields blank and click on Search, all future bookings will display. page 39

40 Step 2 Select reservation to be changed Depending on your previous choice, a selection or the specific booking will be selected. Click Exchange to change one or all sectors of this booking. page 40

41 Step 3 Review Itinerary and Select Flights to be changed Review itinerary details, and select the sector(s) you wish to change. Enter your new flight search criteria for the sectors you wish to change, and click Search. Note: If a booking with Travel Extras is exchanged online, Travel Extras will be forfeited. To exchange a booking that contains Travel Extras, without forfeiting Travel Extras, please contact our Guest Contact Centre on (Option 2). When exchanging your booking, you must select a fare of equal or a higher value than your existing fare. If you do not select an applicable fare, our system will automatically select one for you. Select the sectors you wish to change. page 41

42 Enter the new flight search criteria for the sectors you wish to change Step 4 Select Flight Time and Fare Type Choose the new flight time and fare type from the table provided, and click Continue. Note: Fare inclusions and rules can be viewed on our website, under Fare Types. page 42

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44 Step 5 Confirm the New Itinerary The initial itinerary and the new sector(s) will display on this screen. Any fare differences and applicable change fees will display at the bottom of this page. Click Purchase to continue with the payment. To exit this exchange process and keep your initial itinerary, click the ignore exchange link. Flights that remain the same are in black font. Flights to be changed appear in red font New flight sector Fare differences and change fee section page 44

45 Step 6 Review Guest Information Review the Guest Information and click Pay for Seats. Information will pre-populate from the initial reservation. However, you may need to re-enter the Gender, Company Name and Contact Number. All fields with an asterisk (*) are compulsory. page 45

46 Step 7 Select Seat (optional) Click on the guest s preferred seat on the seat map provided, and click Continue. If only one flight sector is to be changed, the seat selection from the unchanged flight sector cannot be changed. Seat selection is on a request basis only. The guest s actual seat will be confirmed at time of check in. page 46

47 Click Add Travel Extras to continue. Note: Clicking Skip Seat Selection will erase the seat selection and continue. page 47

48 Step 8 Add Travel Extras (optional) incl. Additional Baggage To offset carbon emissions, tick the tick box next to Traveller s name, click Next to offset return flight, and click Continue. To purchase additional bags, tick the appropriate tick box next to Traveller s name, and click Continue to proceed to the payment section. Note: o o Travel Extras cannot be paid for using Corporate Travel Bank. Travel Extras have to be paid by credit card if Corporate Travel Bank has been chosen as the form of payment for flights. If multiple Travellers are booked on the same itinerary, Additional Baggage and Carbon Offset selection can be selected on an individual basis. page 48

49 Step 9 Confirm Flight Details, Select Travel Insurance and Make Payment Confirm itinerary details. Original and new flight itineraries will display in this section. Original flight Itinerary before the flight change Review new fight Itinerary after the flight change page 49

50 Pay for flight(s) (and extras) by entering applicable details in the fields provided, or by following the steps in the information provided. Choose your preferred payment method (Credit Card, PoLi Internet Banking or Travel Bank). PoLi is Internet Banking that allows you to pay for your flights without a credit card. For more information about PoLi, click here. Travel Bank allows you to pay some or all of the flight charges. Travel Bank cannot be used for extras such as additional baggage, insurance or other incidentals. Breakdown of the charges (including any change fees) Confirm Guest Name Pay by credit card section Pay by PoLi Internet Banking section page 50

51 Pay by Corporate Travel Bank section Enter your Company s Billing Address page 51

52 Step 10 Flight Confirmation Details Once the payment has been processed a confirmation page will display with the changed flight details. An with an e-ticket will be forwarded to the booking s nominated address. If you receive an error message (e.g. Unfortunately your ticket has not been processed correctly ), please contact Virgin Australia s Guest Contact Centre (via accelerate) on (Option 2). page 52

53 9. How to Cancel Corporate Bookings via the Corporate Booking Portal The Corporate Booking Portal allows you to cancel bookings made via the Corporate Booking Portal. Important information when cancelling a booking: If a booking with Travel Extras is refunded online, Travel Extras will be forfeited. To refund a booking that contains Travel Extras, without forfeiting Travel Extras, please call our Guest Contact Centre. Cancellation fees may be incurred when cancelling a booking. If you are unable to cancel an itinerary online, please contact our Guest Contact Centre. When a requesting for a credit to be refunded to your Corporate Travel Bank, please quote a Profile ID linked to the Corporate Travel Bank. If multiple guests are booked on the same itinerary, the Corporate Booking Portal will only allow change to one or all flights for all travellers. If you wish to change a flight for an individual guest, please contact our Guest Contact Centre. Please contact our Guest Contact Centre ( Option 2) to change: Booking made via the Guest Contact Centre, or the public website (virginaustralia.com). Bookings with a departure date within 24 hours. Return bookings, where the first sector (flight) has already been flown. Bookings that have already been amended via the Corporate Portal. page 53

54 Step 1 Search for Reservation Please login as a Travel Arranger or Super User. Your Company Name will appear in the top right hand corner. This indicates that you are logged into our Corporate Booking Portal. If you company name includes the word Reward, you are logged into your company s reward or rebate account, which holds your rebate amount. You may search for booking by: o Reservation Number (displays a specific booking) o Traveller Name (if you leave the name fields blank and click Search, all future bookings will display) Search for past reservations by Passenger Name. Please note that if you leave these fields blank and click on Search, all future bookings will display page 54

55 Step 2 Select Reservation to be Cancelled Depending on your previous choice, a selection or specific booking will be selected. Click Refund to cancel the booking Click Show Details to display a detailed version of the itinerary. Click Refund to proceed with the cancellation. page 55

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57 Step 3 Review Itinerary to be Cancelled Review the itinerary details you wish to change. Click Refund to proceed with cancelling the flight. Note: If a booking with Travel Extras is cancelled online, Travel Extras will be forfeited. To cancel a booking that contains Travel Extras, without forfeiting Travel Extras, please call our Guest Contact Centre on (Option 2). page 57

58 Step 3 Confirm Refund Review itinerary details, and click Confirm Refund to confirm cancellation. The guest name, ticket number, original itinerary, total flight price (excluding any Travel Extras), cancellation fee and applicable refund will be displayed. Displays the initial ticket price (excludes Travel Extras), cancellation fee applicable refund Indicates where the refund will be credited to page 58

59 Step 4 Confirmation of Refund Review itinerary details, and click Confirm Refund to confirm cancellation. The Admin User will be notified of any credits credited into Corporate Travel Bank. If you require a receipt of this transaction, please contact our Guest Contact Centre on (Option 2). Note: Corporate Travel Bank credits expire 12 months after the date they were issued. Displays the detail of the refunded amount Next Steps: To return to the homepage of the Travel Arranger or Super User, click the Back in your browser, until you reach the Arranger Home Page. You may also return to the Travel Arranger or Super User homepage by logging out and in again. page 59

60 You can identify a cancelled flight by searching for all reservations within the Travel Arranger or Super User login. Reservation will display Cancelled. page 60

61 10. General Advice The Corporate Booking Portal will log you out after 15 minutes. To re-access a Travel Arranger or Super User Profile, click here. Your Company Name will appear on the top right hand corner. This indicates that you are logged into the corporate booking portal. If you company name includes the word Reward, you are logged into your reward or rebate account, which holds you rebate amount. If you have been logged out, the below screens may appear. page 61

62 11. Further Support For additional support please contact the Virgin Australia Accelerate team on (Option 1), or via For any booking related enquiries such as making, changing or cancelling a flight please contact us on and select Option 2. page 62