If your flight was cancelled or delayed overnight after you started to make your way to the airport, you may make a claim for reimbursement of the 'reasonable' costs of hotel accommodation and meals for the number of days you were delayed between the original scheduled departure up until the next available flight we offered. You may also make a claim for transport to and from the airport.

We respectfully remind all passengers that we will not reimburse accommodation or meal costs if you declined to travel on the first available flight we offered you.

Our assessment of 'reasonable' is based upon the following principles:

  • Hotel accommodation - based on a minimum of two people sharing one room in a basic/'no frills' hotel (with the exception of passengers travelling alone on a single reservation) 
  • Meals and refreshments - includes breakfast (if it has not been included in hotel offering) followed by one snack and one main meal per person per day, plus approximately six regular soft drinks or beverages per person per day 
  • Transport between the airport and hotel - using public transport

Find out more about Requesting a Refund.

You may also wish to Claim money for EU delay or cancellation.

As soon as you have returned home and have had the chance to gather all your paperwork and receipts, please email eucare@fly.virgin.com attaching scanned copies of your receipts (preferably in a .pdf format).

Or, please send a letter and copies of your receipts to:

Virgin Atlantic - EU Care
VHQ
Fleming Way
Crawley
West Sussex
RH10 9DF
United Kingdom

All claims for reimbursement should be submitted no later than three months after your return flight date.

We require the following details to be sent to the addresses above:

  • a list of the passengers and booking references being claimed for 
  • a summary listing all your expenses 
  • all itemised receipts 
  • contact details of the lead passenger to whom reimbursement should be paid.

We are unable to reimburse any of the following:

  • Un-receipted expenses 
  • Top range and/or luxury hotels and/or restaurants/eateries 
  • Payments to friends/relatives offering bed and board 
  • Alcohol 
  • Room service 
  • Entertainment 
  • Replacement flights on other airlines 
  • Any other purchases not related to meal and accommodation requirements

Find out about getting EU financial compensation for delays or cancellations

In certain circumstances the EU regulation requires airlines to pay financial compensation to customers if their flight is cancelled within 14 days of departure or delayed more than three hours. However this requirement does not apply if the cause of the delay or cancellation was due to 'extraordinary circumstances' which include weather conditions and the closure of airports.

Read more to find out your rights about cancelled and delayed flights (According to EU Regulations)

You may also wish to Claim money for EU delay or cancellation.

Who to contact if you have a question after flight disruption

Did you book directly with us on the phone or online? For direct bookings made via the Virgin Atlantic website or contact centre only; call our flight disruption line on: +44 (0) 344 209 8711 in the UK, or 1-800-862-8621 in the USA.

Are you travelling with Virgin Holidays? Virgin Holidays customers already on holiday should make immediate contact with their nearest Virgin Holidays representative. Virgin Holidays customers in the UK should contact the Virgin Holidays team directly during normal office hours on +44 (0) 1293 496883.

Did you book with a travel agent? If your flight was cancelled, contact your travel agent or travel provider or tour operator to rebook on the next available flight.

View contact numbers of our other worldwide contact centres

As you would expect, our telephone lines can be busy and we sometimes have long call waiting times, for which we apologise. If you don’t need to call us straight away please wait until call holding times reduce. If you are calling from outside the UK please remember that mobile roaming charges are usually more costly and therefore consider using a landline to a local number instead.

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