Travel alert to Hong Kong

Information for customers travelling to Hong Kong

Information correct as of 10 February @ 13:30 GMT

Due to the ongoing situation with the Coronavirus the Hong Kong SAR Government have made the decision to restrict entry into Hong Kong for foreign visitors who have travelled to China (excluding Macau) in the last 14 days.

If you are due to travel to Hong Kong and have visited China (excluding Macau) in the past 14 days, you will not be allowed to travel.

Customers transiting directly through Hong Kong will be exempt from the restriction.

Nationals of Hong Kong are exempt from the restriction however will be subject to quarantine for 14 days on arrival if they have travelled to China (excluding Macau) in the last 14 days.

Impacted travel dates Affected destinations and customers
From 08 February 2020 until 30 April 2020 All Virgin Atlantic and codeshare flights to/ through HKG. Customers who have been in China (not including Macau) in the past 14 days prior to planned initial entry into HKG.

You will be entitled to claim for a full refund on unused tickets and a partial refund if travel has already commenced. This will be regardless of your ticket type. If you have booked through a travel agent or third party, please contact them directly to arrange a refund. If you made your reservation through Virgin Holiday’s please contact them via their SMS messaging system available on their website, or by calling them on 0333 920 4326. If you have a flight booked directly with Virgin Atlantic, please contact our customer care team via our SMS messaging system on +44 (0) 7481 339184 to receive a refund.  

We urge all customers to check and familiarise themselves with their travel insurance policies before travelling,

Travel alert to Grenada

Information for customers travelling to Grenada

Information correct as of 04 February @ 17:20 GMT

Due to the ongoing situation with the Coronavirus the Government of Grenada have made the decision to restrict entry into Grenada for foreign visitors who have travelled to China (excluding Hong Kong and Macau) in the last 14 days.

If you are due to travel to Grenada and have visited China (excluding Hong Kong and Macau) in the past 14 days, you will not be allowed to travel.

Nationals of Grenada are exempt from the restriction however will be subject to quarantine for 14 days on arrival if they have travelled to China (excluding Hong Kong and Macau) in the last 14 days.

Impacted travel dates Affected destinations and customers
From 04 February 2020 until 30 April 2020 All Virgin Atlantic and codeshare flights to/ through GND. Customers who have been in China (not including Hong Kong / Macau) in the past 14 days prior to planned initial entry into GND

You will be entitled to claim for a full refund on unused tickets and a partial refund if travel has already commenced. This will be regardless of your ticket type. If you have booked through a travel agent or third party, please contact them directly to arrange a refund. If you made your reservation through Virgin Holiday’s please contact them via their SMS messaging system available on their website, or by calling them on 0333 920 4326. If you have a flight booked directly with Virgin Atlantic, please contact our customer care team via our SMS messaging system on +44 (0) 7481 339184 to receive a refund.  

We urge all customers to check and familiarise themselves with their travel insurance policies before travelling

Travel alert to St Lucia

Information for customers travelling to St Lucia

Information correct as of 04 February @ 16:00 GMT

Due to the ongoing situation with the Coronavirus the Government of St Lucia have made the decision to restrict entry into St Lucia for foreign visitors who have travelled to China (excluding Hong Kong and Macau) in the last 14 days.

If you are due to travel to St Lucia and have visited China (excluding Hong Kong and Macau) in the past 14 days, you will not be allowed to travel.

Nationals of St Lucia are exempt from the restriction and will be subject to quarantine for 14 days if they have travelled to China (excluding Hong Kong and Macau) in the last 14 days.

Impacted travel dates Affected destinations and customers
From 04 February 2020 until 30 April 2020 All Virgin Atlantic and codeshare flights to/ through UVF. Customers who have been in China (not including Hong Kong / Macau) in the 14 days prior to planned initial entry into UVF

You will be entitled to claim for a full refund on unused tickets and a partial refund if travel has already commenced. This will be regardless of your ticket type. If you have booked through a travel agent or third party, please contact them directly to arrange a refund. If you made your reservation through Virgin Holiday’s please contact them via their SMS messaging system available on their website, or by calling them on 0333 920 4326. If you have a flight booked directly with Virgin Atlantic, please contact our customer care team via our SMS messaging system on +44 (0) 7481 339184 to receive a refund.

We urge all customers to check and familiarise themselves with their travel insurance policies before travelling

Travel alert to Trinidad and Tobago

Information for customers travelling to Trinidad and Tobago

Information correct as of 04 February @ 18:30 GMT

Due to the ongoing situation with the Coronavirus the Trinidad and Tobago Government have made the decision to restrict entry into Trinidad and Tobago for foreign visitors who have travelled to China (excluding Hong Kong and Macau) in the last 14 days.

If you are due to travel to Trinidad and Tobago and have been to China (excluding Hong Kong and Macau) in the past 14 days, you will not be allowed to travel.

Nationals of Trinidad and Tobago are exempt from the restriction however may be subject to quarantine on arrival if they have travelled to China (excluding Hong Kong and Macau) in the last 14 days.

Impacted travel dates Affected destinations and customers
From 04 February 2020 until 30 April 2020 All Virgin Atlantic and codeshare flights to/ through Trinidad and Tobago (TAB). Customers who have visited China (not including Hong Kong / Macau) in the 14 days prior to planned initial entry into Trinidad and Tobago (TAB).

You will be entitled to claim for a full refund on unused tickets and a partial refund if travel has already commenced. This will be regardless of your ticket type. If you have booked through a Travel agent or third party, please contact them directly to arrange a refund. If you made your reservation through Virgin Holiday’s please contact them via their SMS messaging system available on their website, or by calling them on0333 920 4326. If you have a flight booked directly with Virgin Atlantic, please contact our customer care team via our SMS messaging system on +44 (0) 7481 339184 to receive a refund.

We urge all customers to check and familiarise themselves with their travel insurance policies before travelling.

Travel alert to India

Information for customers travelling to India

Information correct as of 06 February @ 21:30 GMT

Due to the ongoing situation with the Coronavirus the Indian Government have made the decision to restrict entry into India for foreign visitors who have travelled to China (excluding Hong Kong and Macau) on or after 15 January 2020.

If you are due to travel to India and have visited China (excluding Hong Kong and Macau) on or after 15 January 2020 you will not be permitted entry. 

Indian nationals are exempt from the restriction however will be subject to quarantine on arrival if they have travelled to China (excluding Hong Kong and Macau) in the last 14 days.

Impacted travel dates Affected destinations and customers
From 04 February 2020 until 30 April 2020 All Virgin Atlantic and codeshare flights to/ through India. Customers who have visited China (not including Hong Kong / Macau) on or after 15 January 2020

You will be entitled to claim for a full refund on unused tickets and a partial refund if travel has already commenced. This will be regardless of your ticket type. If you have booked through a Travel agent or third party, please contact them directly to arrange a refund. If you have a flight booked directly with Virgin Atlantic, please contact our customer care team via our SMS messaging system on +44 (0) 7481 339184 to receive a refund.

We urge all customers to check and familiarise themselves with their travel insurance policies before travelling.

Travel alert to United States

Information for customers travelling to the US

Information correct as of 03 February @ 12:15 GMT

We are aware of the US Government’s decision to restrict entry into the United States, from 22:00 GMT on 2 February, for foreign visitors who have travelled to China (excluding Hong Kong and Macau) in the last 14 days, due to the situation with Coronavirus. This will affect all flights departing after 2200 GMT on 2 February.

If you are due to travel to the United States and have been to China in the past 14 days, you may not be allowed to travel.

There are some passengers who will be exempt from these new travel restrictions. If you have travelled to China within 14 days of planned travel to the United States but are on the exemption list you will be allowed to travel to the United states providing you enter via one of the selected airports which are Atlanta, New York JFK, San Francisco, Seattle, Los Angeles, Newark and Washington Dulles as well as Hawaii, Chicago, Dallas/Fort Worth and Detroit .

For more information on the travel restriction including information on the exemption list please visit: www.tsa.gov or www.dhs.gov

Impacted travel dates Affected destinations and customers Ticket must be reissued on or before Rebooked travel must begin no later than
From 2 February 2020 until 30 April 2020 All Virgin Atlantic and codeshare flights to/ through the U.S.A. Customers who have been in China (not including Hong Kong / Macau) in the 14 days prior to planned initial entry into the U.S.A. 31 May 2020 31 May 2020

If you are on the exemptions list and traveling to a designated airport (JFK / ORD / ATL / LAX / SEA / SFO / IAD / EWR / HNL / DFW / DTW):

Your travel will continue as planned and you will be screened at the airport on arrival.

If you are on the exemptions list and NOT traveling to a designated airport:

To provide you with flexibility for your travel plans, we're offering you the following options:

  • Request a refund or partial refund for customers who have commenced travel
  • Reroute to a designated Airport, for travel up to 31 May 2020
  • Customers will be rebooked subject to availability and any applicable fare difference will be collected
  • Customers will not be charged a change fee, provided new travel dates are within the permitted travel period
  • Tickets must be re-issued on / before revised travel date
  • Re-booking with onward connections on other airlines; If original booking class isn’t available on connection, re-book in the lowest available class in the same cabin
    • No change fee will be charged but subject to fare difference

In terms of the US designated airports as listed, Virgin Atlantic has direct flying operations to Atlanta, San Francisco, Seattle, Los Angeles, New York JFK, Newark & Washington Dulles.

If you have booked through a Travel agent or Third party, please contact them directly to discuss your travel plans. If you made your reservation through Virgin Holiday’s please contact them via their SMS messaging system available on their website, or by calling them on 0333 920 4326 If you have a flight booked directly with Virgin Atlantic please contact our customer care team via our SMS messaging system on +44 (0) 7481 339184 to discuss the option to reroute, rebook up until 30 April 2020 or receive a refund.

If you are NOT on the exemptions list:

  • Request a refund or partial refund for customers who have commenced travel

If you have booked through a Travel agent or Third party, please contact them directly to arrange a refund. If you made your reservation through Virgin Holiday’s please contact them via their SMS messaging system available on their website, or by calling them on 0333 920 4326 If you have a flight booked directly with Virgin Atlantic, please contact our customer care team via our SMS messaging system on +44 (0) 7481 339184 for your refund.

We urge all customers to check and familiarise themselves with their travel insurance policies before travelling.

Travel alert to Antigua and Barbuda

Information for customers travelling to Antigua and Barbuda

Information correct as of 04 February @ 15:50 GMT

Due to the ongoing situation with the Coronavirus the Government of Antigua and Barbuda have made the decision to restrict entry into Antigua for foreign visitors who have travelled to China (excluding Hong Kong and Macau) in the last 28 days.

If you are due to travel to Antigua and have visited to China (excluding Hong Kong and Macau) in the past 28 days, you will not be allowed to travel.

Antiguan nationals are exempt from the restriction however will be subject to quarantine for 14 days on arrival if they have travelled to China (excluding Hong Kong and Macau) in the last 28 days.

Impacted travel dates Affected destinations and customers
From 04 February 2020 until 30 April 2020 All Virgin Atlantic and codeshare flights to/ through ANU. Customers who have been in China (not including Hong Kong / Macau) in the 28 days prior to planned initial entry into ANU

You will be entitled to claim for a full refund on unused tickets and a partial refund if travel has already commenced. This will be regardless of your ticket type. If you have booked through a Travel agent or third party, please contact them directly to arrange a refund. . If you made your reservation through Virgin Holiday’s please contact them via their SMS messaging system available on their website, or by calling them on 0333 920 4326. If you have a flight booked directly with Virgin Atlantic, please contact our customer care team via our SMS messaging system on +44 (0) 7481 339184 to receive a refund.

We urge all customers to check and familiarise themselves with their travel insurance policies before travelling.

Travel alert to Jamaica

Information for customers travelling to Jamaica

Information correct as of 02 February @ 18:30 GMT

Due to the ongoing situation with the Coronavirus the Jamaican Government have made the decision to restrict entry into Jamaica for foreign visitors who have travelled to China (excluding Hong Kong and Macau) in the last 14 days.

If you are due to travel to Jamaica and have visited China (excluding Hong Kong and Macau) in the past 14 days , you will not be allowed to travel.

Jamaican nationals are exempt from the restriction however will be subject to quarantine for 14 days on arrival if they have travelled to China (excluding Hong Kong and Macau) in the last 14 days.

Impacted travel dates Affected destinations and customers
From 04 February 2020 until 30 April 2020 All Virgin Atlantic and codeshare flights to/ through MBJ. Customers who have been in China (not including Hong Kong / Macau) in the 2 weeks prior to planned initial entry into MBJ

You will be entitled to claim for a full refund on unused tickets and a partial refund if travel has already commenced. This will be regardless of your ticket type. If you have booked through a Travel agent or third party, please contact them directly to arrange a refund. If you made your reservation through Virgin Holiday’s please contact them via their SMS messaging system available on their website, or by calling them on 0333 920 4326. If you have a flight booked directly with Virgin Atlantic, please contact our customer care team via our SMS messaging system on +44 (0) 7481 339184 to receive a refund.

We urge all customers to check and familiarise themselves with their travel insurance policies before travelling.

Travel alert to Tel Aviv

Information for customers travelling to Tel Aviv

Information correct as of 04 February @ 17:00 GMT

Due to the ongoing situation with the Coronavirus, the Government in Israel have made the decision to restrict entry into Israel for foreign visitors who have travelled to China (excluding Hong Kong and Macau) in the last 14 days.

If you are due to travel to Tel Aviv and have been to China (excluding Hong Kong and Macau) in the past 14 days, you will not be allowed to travel.

Israeli nationals are exempt from the restriction however may be subject to quarantine on arrival if they have travelled to China (excluding Hong Kong and Macau) in the last 14 days.

Impacted travel dates Affected destinations and customers
From 04 February 2020 until 30 April 2020 All Virgin Atlantic and codeshare flights to/ through TLV. Customers who have been in China (not including Hong Kong / Macau) in the 14 days prior to planned initial entry into TLV

You will be entitled to claim for a full refund on unused tickets and a partial refund if travel has already commenced. This will be regardless of your ticket type. If you have booked through a travel agent or third party, please contact them directly to arrange a refund. If you made your reservation through Virgin Holiday’s please contact them via their SMS messaging system available on their website, or by calling them on 0333 920 4326. If you have a flight booked directly with Virgin Atlantic, please contact our customer care team via our SMS messaging system on +44 (0) 7481 339184 to receive a refund.

We urge all customers to check and familiarise themselves with their travel insurance policies before travelling.

Travel alert

Coronavirus situation in China

Information correct as of 06 February @ 11:55 GMT

We continue to monitor the Coronavirus situation very carefully and following the World Health Organization (WHO) declaration of a public health emergency of international concern, Virgin Atlantic suspended Heathrow-Shanghai operations as of the 1st of February. This decision has been made with the safety of customers and staff at the front of our minds.  

Future flights on this route have be cancelled up to 29th March. The next available Virgin Atlantic flight (VS250) will depart London Heathrow on Sunday 29th March. Returning as VS251 from Shanghai on Monday 30th March./p>

Therefore, please check your flight status using ‘My Booking’. These dates are subject to change following further review whilst we continue to monitor the situation.

If you have booked through a Travel agent or a third party, please contact them to discuss rebooking and refund options. If you have made your reservations directly with Virgin Atlantic, please contact our customer care team via our SMS messaging system on +44 (0) 7481 339184.

We urge all customers to check and familiarise themselves with their travel insurance policies before travelling

Our service to Hong Kong is operating as scheduled.

We have the following flight disruption policy in place: 

Travel Dates Affected Cities Permitted Travel Period
22 Jan 2020-30 Apr 2020 VS/VS* flights to/from/through China, including Hong Kong Travel can be rebooked until 31 May 2020

Applies to VS and VS* tickets issued by 27 Jan 2020

Issued for passengers with flights to/from/through China, including Hong Kong, who wish to change their travel plans voluntarily due to concerns over Coronavirus.

We are offering customers the following options:

  1. Re-book
    • Rebook travel in the same booking class, or;
    • If original booking class isn’t available, re-book in the lowest available class in the same cabin
      • No additional collection or change fee will be charged
    • Re-booking with onward connections on other airlines; If original booking class isn’t available on connection, re-book in the lowest available class in the same cabin
      • No change fee will be charged but subject to fare difference
    • Tickets must be re-issued on / before revised travel date
  2. Re-route
    • Passengers travelling on a direct VS/VS* service may re-route to the same destination via a VS/VS* connection, subject to seats being available in the same cabin, and departure dates being within the permitted rebooking period
    • Passengers travelling via a VS/VS* connection may rebook onto a direct VS/VS* service to that same destination, subject to availability in the same cabin within the permitted rebooking period
    • Passengers wishing to travel to/from an alternative destination on a VS/VS* service will be subject to a fare difference, but should not be charged any change fee provided new travel dates are within the permitted travel period
    • Rebook travel in the same booking class, or;
    • If original booking class isn’t available, re-book in the lowest available class in the same cabin
      • No additional collection or change fee will be charged with the exception of re-routing to an alternative destination as specified above, which is subject to any fare difference.
    • Tickets must be re-issued on / before revised travel date
  3. Refund
    • Refunds will be permitted

Travel news

Safety and security is our number one priority and we always follow the strict advice set out by UK and international authorities. We are monitoring government guidance and taking a cautious approach to our current flight routing.

From 9th December 2019, we're making some changes to our baggage policy that will help make sure we’re offering the most streamlined experience possible when travelling with us and our partners.

When you book after 9th December

  • The free checked in bag allowance for Upper Class customers will be 2 bags (from 3)
  • The charge for any oversized baggage will be £200/$300 USD (from £65/$100)

The weight allowance stays the same.  More about baggage

The Indian government has recently announced a ban on e-cigarettes and related products. This means you will be unable to buy e-cigarettes in India or bring them into the country.

Please visit the Foreign travel advice for more information.

Apple have identified a battery fault in a number of older generation MacBook Pro (Retina, 15-inch, mid 2015) models; which may pose an overheat/fire risk. As a result they are recalling affected devices to allow for a battery replacement.

The affected devices were sold primarily between September 2015 and February 2017 and are linked only to certain serial numbers. To ascertain whether a device is impacted the following link should be used:

https://support.apple.com/en-gb/15-inch-macbook-pro-battery-recall

If confirmed as an affected device, Apple have stated it should not be used and that owners should contact them for a free battery replacement.

Given that passengers safety is our top priority, affected devices should not be checked in to hold luggage, plugged in or used onboard our aircraft.

From 1st October 2019, if you’re travelling to or transiting through New Zealand from a visa-waiver country or region (like the UK or US) you’ll need a valid New Zealand ElectronicTravel Authority (NZeTA).

The NZeTA is valid for two years, and once you have it you can use it as often as you like for stays of up to three months, or, if you’re a British citizen, up to 6 months. If you'd like to stay longer, you can apply for a visa from New Zealand Immigration.

How to apply for a NZeTA

Applications cost NZD $12 online, or NZD $9 on the NZeTA free app.

You should allow 72 hours for your NZeTA request to be processed. Please make sure you apply in good time, as you’ll need a valid NZeTA or a valid visa for New Zealand before you fly with us.

Visit the NZeTA website for more information and to apply.

Applying for a New Zealand visa (rather than an NZeTA)

Some visitors to New Zealand will need to hold a valid visa, rather than an NZeTA. If you think you might need a New Zealand visa, visit the New Zealand immigration website for more information on visa options and eligibility and how to apply.

The International Visitor Conservation and Tourism Levy

The New Zealand Government may also require you to pay an International Visitor Conservation and Tourism Levy (IVL). The IVL costs NZ$35 per person and is processed and payable when you apply for your visa or NZeTA.

From 1 June 2019, the following nationalities are now eligible to use eGates at all UK airports. 

  • USA
  • Canada
  • Australia
  • New Zealand
  • Japan
  • Singapore
  • South Korea

Visitors need to be aged 12+ to use eGates (12 to 17 year olds must be accompanied by an adult).

Citizens of the above nationalities will also no longer need to complete or present a landing card. 

For more information on entry to the UK please visit Gov.uk.

More information on visas

As part of a recent network review, we’re evolving our Caribbean offering to make sure we continue to serve destinations most loved by our customers. These changes mean that, from 8 June 2020:

  • We’ll be increasing flights from London Gatwick to Antigua, boosting services from three per week to four per week
  • Our Havana service will move from London Gatwick to Heathrow.
  • As part of these changes, we’ve made the decision to stop flying to St Lucia for the foreseeable future. It‘s never easy to withdraw from a destination and we’d like to thank our customers and teams in St Lucia for their loyalty and dedication over the last 21 years. Flights will continue to operate between Gatwick and St Lucia as planned until 8th June 2020 and we will continue to serve hotels in St Lucia through connecting flights via our partner airlines. Customer bookings for Virgin Atlantic flights departing up to and including 7th June 2020 will not be impacted. Flights to Grenada and Tobago will now connect through Antigua.

Like many airlines, we are unable to accept cash payments at some of the airports we operate from. This now applies to all of our Airports in the USA.

Please check with a member of our Airport team to find out which options are available to you for converting cash to a payment card.

The open skies agreement between the UK and US, agreed in November 2018, and existing bilateral air service agreements with other key markets, will ensure that our flights will continue to operate as normal, regardless of the future relationship agreed between the UK and EU

The ‘status quo’ transition period until 31st December 2020 will ensure that customers can continue to travel with confidence as the UK has left the EU. We have robust plans in place to keep our planes flying and our customers moving, so we don’t expect changes to our scheduled services.

We encourage all customers due to travel with us to check the details of their flight at www.virginatlantic.com  and to always ensure their contact details are added to their booking.

What's going on at Virgin Atlantic

Contact us

It's often quickest to use the website, but if you need to talk to someone we're here to help. 

Give us a call

You'll find the answer to most questions here. But if you have a specific flight or booking related query, drop us a line.

call us

Send us a text

Just drop us a text on +44 (0) 7481 339184 and the team will be happy to help. From a US number, please drop us a text on 97634.

text us

Send us your comment or query

Not found the answer here? Choose the relevant contact form for your question and we'll get back to you as soon as possible.

send us your query

WhatsApp

Use our new WhatsApp service. You can contact us via WhatsApp Web if you're on a desktop, or your normal app on your mobile.

message us

Call or text us

You'll find the answer to most questions here. But if you have a specific flight or booking related query, drop us a line.

call or text us

Send us your comment or query

If you haven't found what you were looking for, choose the webform for your question and we'll get back to you as soon as possible.

send us your query