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While Jamaica deals with the aftermath of Hurricane Melissa, we remain closely connected with our teams in Jamaica and the local authorities as we continue to review our flying schedule.

We remain fully committed to Jamaica and our long-standing partnership with the Island, however, while recovery efforts continue and infrastructure is restored, we've made the below decisions:

From now until 23rd November 2025

We plan to cancel our flights to/from Jamaica up to and including 23rd November 2025. So far, we have helped 1000's of customers get back home with our relief flights but should you have customers who are still away from home, we ask that they complete this form so we can contact them to make plans for travel. 

Our schedule change policy can be used to assist customers who are impacted by the cancellation of flights up until 23rd November 2025. 

From 24th November 2025 until 5th January 2026

We plan to reduce our flying programme from four flights a week to two, operating on Monday and Thursdays only. 

Passengers originally booked on one of the two cancelled services on a Tuesday or Saturday, will be cancelled in your GDS this Saturday 8th November 2025. 

Our commercial policy is available to give customers flying to/through or from Jamaica flexibility in rebooking their flights and will be updated later today. 

We would like to thank you for your continued support and effort in helping our mutual customers with their travel arrangements. 

Sales Support

Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

After a successful seven year tenure, Shai Weiss has decided to step down as Chief Executive and leave the company on 31 December 2025. During his leadership Shai successfully navigated the company through the pandemic, returning to profitability and achieving record performance in 2024, with top ratings for customer experience and workplace culture. We would like to thank Shai for his vision and leadership. 

In light of this news, we are pleased to share that Corneel Koster, currently Chief Customer and Operating Officer, will succeed him as CEO from 1st January 2026. Corneel returned to Virgin Atlantic in 2019 and has played a key role in running a safe and reliable operation, delivering standout customer experience and driving digital transformation. As a true customer champion, he understands what sets Virgin Atlantic apart as we continue to challenge the status quo in the years ahead.

Luke Goggin, Vice President Global Sales, will be leaving Virgin Atlantic on 10th October to pursue the next chapter in his career. Luke has been a valuable member of our commercial leadership team for over two years, and we want to take the opportunity to thank him and recognise his contributions to the organisation during this time.
 
Since joining in August 2023, Luke has led our sales team across the world with energy and passion. He’s played an important role in driving our indirect revenue and strengthening our industry relationships, always keeping our customer satisfaction at the heart of what we do. Luke has led the team to deliver great revenue results in tough trading conditions and built lasting partnerships with our valued customers.
 
I know you’ll join us in wishing Luke all the best for the future.
 
Whilst recruitment begins for the position of Vice President Global Sales, Nicola Goldsmith (Director of Agency Sales) will take responsibility for managing the global sales team as we look forward and plan for 2026. Nicola is well established in the company and travel industry having worked in a variety of roles at Virgin Atlantic and Virgin Atlantic Holidays for 27 years. Under her leadership, we’ll continue to work in close partnership with you, maintaining strong momentum as we move into 2026.

We are pleased to inform you that the third party technical issues we have recently been dealing with, have now been resolved. 

Checkin and boarding at gates has returned to normal. 

We appologise for any disruptions your customers may have faced during this period.

We’re pleased to advise that our Upper Class Wing is now open. If your customers are eligible and planning to use this facility, they should proceed to the Upper Class Wing as normal.

While the third-party system disruption continues, please advise your customers to:

• Check in online 24 hours before their scheduled departure time, at virginatlantic.com or in the Virgin Atlantic app.
• We recommend arriving at the airport three hours before departure.

We greatly appreciate your support in sharing this information with your customers, and your understanding as we work closely with London Heathrow and our partners to keep operations running as smoothly as possible.

On 19 September, Virgin Atlantic became aware of a technical issue affecting check-in systems at several major airports, including London Heathrow. This is a third-party system issue, not caused by Virgin Atlantic, and we are working closely with Heathrow and its partners to manage the impact.

Virgin Atlantic flights are continuing to operate as scheduled, and this issue is not affecting our flying programme. However, it is impacting the speed at which check-in, bag drop and boarding procedures can be completed at London Heathrow airport, particularly during busy periods.

For customers travelling from London Heathrow:

To support on-time departures and reduce the risk of delays at the airport, the following steps are strongly encouraged:

·       Check in online here or via the Virgin Atlantic app as soon as online check-in becomes available, this opens 24 hours before scheduled departure

·       Arrive at the airport exactly three hours before departure: customers arriving earlier than this may contribute to terminal congestion, and those arriving later may experience delays at check-in, bag drop and boarding.

Taking these steps will help ensure the smoothest possible start to the journey and will support Virgin Atlantic teams in keeping operations on track.

For customers planning to use the Upper Class Wing:

Due to the ongoing system issue, the Upper Class Wing at Heathrow is temporarily closed. Customers eligible to use this facility should instead proceed to the Upper Class check-in area in Terminal 3, Zone A. The private security channel remains open, and can be accessed via the main terminal entrance following check-in.

Please be aware that charges apply in Heathrow’s terminal drop-off areas. More information is available here.

Kindly remember to include your customers’ telephone number in their booking to allow us to contact them if required.

Virgin Atlantic appreciates customers’ understanding and support during this period.

For the latest flight updates, visit our website here or to keep updated on the technical issues, please visit here.

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

Is someone you’ve booked heading to Nigeria soon? There are two quick digital steps they might need to complete before they go:

e-Visas

Most international travellers, including UK citizens require an visa for tourism, business or short visits to Nigeria.

But the great news is, many travellers can now apply for an e-Visa online via the Nigeria Immigration Service website.

They’ll then receive a visa by email with a QR code — this will be scanned at check-in to confirm they’re good to go.

Applications should be made 72 hours before travel. 

Digital Landing Cards

From 1 August, if you're travellers are not a Nigerian citizen and flying into Lagos, they’ll need a digital landing/exit card.

They can apply online after getting their visa — it's fast, but allow up to 72 hours before travel.

Effective immediately, we’ve made an important update to one of our special meal options.

The meal previously listed as the Asian Vegetarian Meal is now called the Hindu Vegetarian Meal (AVML) across all routes.

We also offer a Hindu Non-Vegetarian Meal (HNML).

Finally, if your customer is travelling in Economy to/from India, both AVML and HNML will be available onboard, so there’s no need to pre-book these meals in advance.#

Find out more here

We’ve made some changes to the fare rules to keep things clearer and more consistent. From 1 July, only be able to change or upgrade to certain fare types — and what’s allowed will depend on the original fare purchased.

We recommend checking the fare rules at the time of booking to see if your ticket is eligible.

Find out more here

After careful consideration, we have taken the difficult decision to cancel our services between London Heathrow and Tel Aviv.​

We will continue to serve Tel Aviv as the only UK airline to have a partnership with EL AL, Israel’s national carrier, on services between Tel Aviv Ben Gurion and London Heathrow.

The codeshare partnership with EL AL offers connections between Israel, the UK and the US, specifically to Las Vegas, Miami, New York and Atlanta.  This allows customers greater flexibility, frequencies with up to four daily flights, choice when selecting travel between Israel and the UK and reciprocal loyalty benefits.

We’re really sorry for the disappointment caused to our loyal customers.

GDS’s will be updated on 10^th May 2025. 

Ticketed customers can request a refund or can be rebooked on to VS* services operated by EL AL following our schedule change policy.  

You can rebook customers immediately and don't need to wait for flights to be UN in the GDS. Rebooking options are as below:

Effective 15th April 2025, Terminal 2 at Delhi airport will be closing until the end of this year while it undergoes refurbishment. As we operate out of Terminal 3, our flights will not be affected however any customers who are booked to connect to/from Delhi, including with IndiGo could be impacted by these changes.

If customers misconnect due to the terminal change please rebook them following our schedule change policy which you can find here, and reissue the ticket to ensure your customers are fully prepared for check-in.

We would also like to reassure you that there is no change to baggage transfer. For domestic to international flights, bags will automatically be transferred airside like they are today. And similarly, the process for international to domestic bags doesn’t change either as customers will still need to collect their baggage at their first port of entry into India and then check their bags in with IndiGo at T1 check-in area.

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

From 14th April our check in location at Manchester Airport will move from Terminal 2, Zone E to Terminal 2, Zone B. 

Please encourage customers to arrive at the airport 3hrs prior to their departure time.     

For Twilight check In -  customers will need to check the airport screens for the applicable Zone to check in.

Find out more here

Our frequent flyer programme partnership with Hawaiian Airlines is ending on the 30th June 2025. From then on customers won't be able to book a new reward flight or earn Tier and Virgin Points. However, if they already have a flight booked, they don't need to worry and will be able to take off as planned.

Find out more here

As we continue to optimise our network, we regularly review the destinations we fly to. From January 2026, we will increase our direct flights to Montego Bay, Jamaica, operating daily for the peak winter months due to high demand.  We’re also delighted to start a three times weekly seasonal winter service to Cancun, Mexico this October. 

The changes mean that unfortunately we’ll be suspending our seasonal service to St Lucia, which will not resume in October 2025. 

Please see our rebooking options for ticketed customers below. If however a refund is preferred, you can request this immediately, referring to the refund guidelines in the Schedule Change Policy.

Bookings will be updated through your GDS on Saturday 05 April.

We’re very sorry for the disappointment caused to our customers flying to St Lucia.

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

As communicated previously, a fire at an electrical substation near Heathrow Airport has resulted in the airport’s temporary closure until later today (21 March). Unfortunately, this has had a significant impact on our flying programme both into and out of Heathrow. Please see the latest update here. 

Due to a fire at an electrical sub station near Heathrow Airport, which has resulted in the airport’s temporary closure. Unfortunately this has had a significant impact on our flying programme both into and out of Heathrow and all arriving and departing flights please see the latest update here. 

From 30 March 2025 we will no longer be offering a codeshare service on WestJet to/from and through London and Calgary.

This means any existing bookings that have a flight number of VS* and are ticketed on 932 stock will need to be rebooked.

You may rebook customers on services operated by WestJet (WS) or alternatively  on our codeshare services operated by our partners Delta Air Lines (DL) and KLM (KL) who offer services to/from Calgary via  Amsterdam, Minneapolis, Boston or Salt Lake City.

You would have been notified through your GDS of this change on Saturday 18 January.

To rebook your customers please follow our guidelines below:

We have updated our Schedule Change Policy to ensure alignment with our Conditions of Carriage (Article 21)

What is changing?

We have updated what qualifies as a 'significant schedule change' from 3 hours or more to 5 hours or more, from the original departure time:
 

• 5 hours or more: Customers are eligible for rebooking or a refund under the updated Schedule Change Policy.

• Less than 5 hours: Changes will follow the 'standard schedule change' guidance which can be found in our Schedule Change Policy. Refunds would not be permitted. 

When did this change come into effect?

This update applies to schedule changes communicated on or after 28 December 2024.

Note:

• If your customers flights were affected by a schedule change between 28 December 2024 and 19 January 2025, the previous policy will apply. During this period changes of 3 hours or more are covered and no ADM will be issued. 
• For schedule changes communicated on or after 20 January 2025, the updated policy will apply.

For more details please refer to our Schedule Change Policy here.

We’re letting you know that we’ve made the difficult decision to reduce our upcoming flying schedule between London Heathrow and Cape Town. Services will now operate during the Winter 2024 season only, resulting in the cancellation of flights during April 2024. We sincerely apologise for any inconvenience caused to affected customers.  

The following flights will be cancelled: 

It’s been necessary to make these changes to ensure our operation is resilient, while it is impacted by the reduced availability of Rolls-Royce Trent 1000 engines, which are fitted to our Boeing 787-9 aircraft. Our teams are working closely with our partners at Rolls-Royce on solutions to minimise disruption to our flying programme, but some amendments are required. 

Bookings affected by these changes will be updated in your GDS on Saturday 16 November 2024.

Our schedule change policy will provide you with all the information you need for supporting our mutual customers affected by these changes. We also have rebooking options below and, alternatively, a full refund can be offered as per our refund policy.

Sales Support

Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday. 

We’re letting you know that we’ve taken the difficult decision to adjust our flying programme, which means that the restart of our Tel Aviv services and our new services to Accra will be delayed until the Winter 2025/26 season, which starts 26 October 2025. 

It’s been necessary to make these changes to ensure our operation is resilient, while it is impacted by the reduced availability of Rolls-Royce Trent 1000 engines, which are fitted to our Boeing 787-9 aircraft. Our teams are working closely with our partners at Rolls-Royce on solutions to minimise disruption to our flying programme, but some amendments are required. We’d like to apologise to affected customers and remain fully committed to both routes. 

Bookings impacted by these changes will be updated in your GDS on Saturday 16 November 2024. Our schedule change policy will provide you with all the information you need to support our mutual customers affected by these changes. 

We are diligently arranging rebooking options, so please check back on this page shortly. 

Sales Support
Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

We need to let you know that effective immediately, the Ticketing Time Limit (TTL) for  published, seat only and Tour Operator fares on Virgin Atlantic marketed flights originating in Europe will no longer be filed in fare rules but instead can be found on Virgin Atlantic Partner Hub.

This change sees us further align in our joint venture on routes operated by Virgin Atlantic, Delta Air Lines, Air France and KLM.

Ticket Time Limit messaging will be sent to you via your GDS in the usual way with the autocancel in place.

For additional information please visit here .

Due to the ongoing situation with COVID-19 we are temporarily suspending the carriage of unaccompanied minors, aged 5 to 11 years old. This decision has been made with the health and safety of our people and customers at the front of our minds.

We will continue to review the situation and keep you up to date with any changes.  

Our flexibility policy may be used for any unaccompanied minors that you may have booked for travel. Details can be found on our VSflyinghub

YPTA Customers

All information, including the consent form now required for anyone travelling alone age 14 – 16 years and what to do if the customer has medical conditions can be found here

YPTA travelling to Barbados

We need to let you know that we require further information for YPTA customers when travelling to Barbados (LHRBGI)

Our teams will be calling nominated guardians meeting any YPTA customers up to 4 hours prior to our flight arrival. This is to ensure that nominated guardians are at the airport to meet them and to be present in case the YPTA customer is held at the airport for any length of time due to current PCR testing requirements.

To enable our Barbados team to contact nominated guardians we require the below structured remarks to be added to the OSI field

• This applies for LHRBGI sectors only

OSI VS WBBB NAME

OSI VS WBBB ADDRESS

OSI VS WBBB CONTACT NUMBER

OSI VS WBBB EMAIL ADDRESS

OSI VS WBMB NAME

OSI VS WBMB ADDRESS

OSI VS WBMB CONTACT NUMBER

OSI VS WBMB EMAIL ADDRESS

It is also essential the YPTA SSR is added to the PNR a minimum of 72 hours prior to departure

If you have any questions about this, please contact Sales Support at sales.support@fly.virgin.com.

For all other VSbulletin information, please visit https://www.vsflyinghub.com/en/vsbulletin

For DL ticketed customers please contact UK Delta Sales Support on 0800 783 0747 or Email SalesSupport.uk@delta.com

For Delta’s up to date information please visit Delta Pro: https://pro.delta.com/content/agency/gb/en/home.html