In the event that Virgin Atlantic cancel a flight within 14 days of departure one of the following options is available to customers holding confirmed reservations.
Re-book/Re-route at the earliest opportunity
Take an alternative flight under comparable transport conditions, to your final destination at the earliest opportunity, subject to the availability of seats in the cabin originally purchased
Re-book/Re-route to a later date
Take an alternative flight to your destination under comparable transport conditions at a later date more convenient to you, subject to the availability of seats in the ticket class originally purchased and seasonal supplements being paid. If the new fare is lower the difference will be refunded. (You will be responsible for any hotel accommodation; meals and other transport costs should you choose this option.)
Re-book on a Virgin Atlantic flight to another destination
Subject to availability. Any additional fare cost will be charged. If the new fare is lower the difference will be refunded. (You will be responsible for any hotel accommodation; meals and other transport costs should you choose this option.)
A refund of unused flights if travel has not commenced
All refunds will be credited back to the original form of payment.
Please note that refunds are currently taking longer than usual to be processed.
We are continuing to train and increase the size of our teams to make sure we process a greater number of refunds, and quickly. With our teams working from home, managing the huge number of requests for refunds has been challenging, but we are fully committed to paying every single refund in full.
We will ensure your money is refunded within an absolute maximum of 120 days. We will continue working to improve on this timeframe, processing refunds as soon as we can.
If you have requested a refund, you don’t need to do anything else. We are working through refunds in the order of request, and will be in contact with you when payment is scheduled.
We are very grateful for your patience.
• All re-routings involving other carriers must be notified and authorised by Virgin Atlantic before travel commences..
Passengers can amend their bookings by contacting their travel agents or by calling the nearest Virgin Atlantic customer service centre.
Passengers requiring a refund should make an application to their original point of sale.
Passengers on inclusive/package holidays must refer to their tour operators who may not operate the same re-booking policies. Passengers should also be aware that any applicable refund would only relate to the airfare portion of the inclusive package and not the whole cost of the holiday. Your tour operator should therefore be contacted for further advice before you cancel your booking.
Compensation for cancelled flights
In certain situations where a flight is cancelled less than 2 weeks before departure and the alternative flight we offer is more than 4 hours later than the original schedule compensation under the terms of the European Union's Regulation (EC) No 261/2004 may be applicable.
However there is no entitlement to compensation if the cause of the cancellation was due to extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken, this includes cancellations in the event of weather conditions, political instability, unexpected flight safety shortcomings, security risks and strikes.
The right to compensation applies only to passengers holding confirmed reservations on the flight concerned who have presented themselves and completed all check in procedures at least 60 minutes before the scheduled departure time of the flight concerned. Compensation shall not apply to passengers travelling free of charge or at a reduced fare not available directly or indirectly to the public.
Compensation claims cannot be processed at the airport.