In the event of a disruption to your flight schedule we take steps to minimise the inconvenience to you and make any waiting time as comfortable as possible.
Under the requirements of EU regulation 261/2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, you may be eligible to claim compensation if we cancel your flight within two weeks of your departure date, or if your flight is delayed in its arrival by more than 3 hours.
This depends upon the reason for the cancellation or delay, as well as the arrival time of your new or delayed flight.
Compensation will not be offered if the cause of the cancellation or delay is beyond the control of Virgin Atlantic, or for disruptions which could not have been avoided even if all reasonable measures had been taken. Such circumstances may, in particular, occur in cases of political instability, meteorological conditions, security risks, unexpected flight safety shortcomings and strikes that affect our operation. Neither will compensation be offered if we advised passengers about a flight cancellation at least two weeks before departure date and/or cases where a package tour is cancelled for reasons other than cancellation of the flight.
Who can apply for EU compensation?
- Passengers holding a confirmed reservation on a flight operated by Virgin Atlantic Airways Ltd, and in the case of delay, have completed all check in/bag drop procedures in accordance with our instructions.
- Passengers travelling free of charge or at a reduced rate not available directly or indirectly to the public, (excluding passengers having tickets for a Virgin Atlantic Airways operated flight issued under our Flying Club frequent flyer programme) are NOT eligible to apply for EU Compensation.
Advice for customers considering using a claims management company or other legal representation to make an application for EU261 flight cancellation or delay compensation on their behalf.
Customers are advised that claim applications should be made directly to the airline in the first instance (in accordance with our Conditions of Carriage, Article 21.4). We work through all claim applications as quickly as we can and in strict chronological order.
Most Claims Management Companies will require clients who engage their services to relinquish to them a percentage of any EU compensation payment issued. In some cases this could be up to 30% and an administration fee. Claims made via claims management companies are not given priority over claims made directly by individual passengers. If you apply directly to Virgin Atlantic Airways then, where compensation is due, the requisite compensation will be paid in full to you.