The Covid-19 pandemic continues to have a severe impact on the global economy, our nation and the travel and aviation industry.

We are continually reviewing our flying schedules, taking into account the Foreign & Commonwealth Office (FCO) advice against all non-essential travel and continued restrictions in many of the destinations we fly to, including the United States, where a travel embargo for travel from the UK, Ireland, and other parts of Europe came in to effect on 16 March 2020. The UK Government also announced 14-day quarantine rules for people arriving in to the UK, which took effect on 8th June. For further information please visit https://www.gov.uk/foreign-travel-advice.

The safety and wellbeing of our people and our customers is always our number one priority. Given the unprecedented circumstances, we’re making some changes to our fleet and schedule, to reshape our business and ensure it is fit for the future, both in response to the impact of Covid-19 and in support of our drive towards greener, more sustainable air travel.

As a result we’ll be moving our flying programme from London Gatwick to our London Heathrow hub, whilst retaining the opportunity to return to Gatwick in the future.

If your flight has been impacted by any of these changes, we'll proactively contact you with the alternative options available to you, including rebooking you where possible on to another of our services, departing on the same day, to ensure you can still travel as planned. There's no need to contact us right now.

We’ve updated our rebooking policies below to ensure you have the flexibility you need with your upcoming travel plans.

If you booked through a travel agent or third party, please contact them directly for your options.

If you booked with Virgin Holidays, help is available via Customer support.

If your flight has been cancelled, please see below for your options.

To make it as easy as possible and for immediate peace of mind, we will automatically keep your ticket open as credit for you to use any time up to 31st December 2022. There's no fee to make this change, and if you choose to travel on the same route by 31st March 2021, we’ll also waive any differences in the fare. You can change the passenger names if you’d like someone else to benefit from your booking too. See our ‘Flexible No Change Fees’ policy for more details.

There’s absolutely no rush to make a decision right now; just keep your booking reference as confirmation of your credit. When you’re ready to rebook, the best way to contact us is through our 'Rebook my flights' at the bottom of this page. 

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

or

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. 

or

Re-book on a Virgin Atlantic flight to another destination

Subject to availability. Any additional fare cost will be charged. See our ‘Flexible No Change Fees’ policy for more details

or

A refund of unused flights if travel has not commenced

We are pleased to confirm that as planned and communicated to our customers, we are on track to process Virgin Atlantic refunds imminently and have returned to normal refund timeframes. We sincerely thank our customers for their patience during recent months.

Once a refund has been processed it will then be returned to the original form(s) of payment. It may be necessary to allow up to 14 days for the money to show on the customer account due to the process in place between Virgin Atlantic and our Merchant Service Providers (i.e. banks). The length of time may also depend on payment method and provider, or if a Bank Holiday falls during the period of time. 

There may also be circumstances where the customers’ details of original form of payment are not correct or have expired. Customers will receive an email with instructions on how to securely provide their details to us for payment. If the new details are pending, this may be preventing a refund from being processed within the normal timeframe.

Customers booked directly with Virgin Atlantic and have a cancelled flight may apply for a refund here.

 

General Conditions

• 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 application process

Compensation claims cannot be processed at the airport.

This form is for customers who have booked directly with Virgin Atlantic. If you booked through a travel agent or another third party please contact them directly.

Where we have cancelled your flight, you will be eligible for a refund and can complete one form to request a refund for everyone in your booking.

We are currently processing refunds within a normal timeframe.

If you’d rather rebook, please refer to our flexible policies which enable you to book a future travel date all the way until 31st December 2022 with the date change fee waived.

If you’re still forming your future travel plans, you also have the option to convert your ticket value to an open ticket for travel at a later date by completing our Keep my ticket open form.

If you opt for the open ticket, we have some exclusive offers available to make your credit with us go even further. To find out more please contact us.

 

Please note, if your flight has not been cancelled then you may not be eligible to request a refund and you should refer to the flexible rebooking options. 

Once a refund has been processed it will then be returned to the original form(s) of payment. It may be necessary to allow up to 14 days for the money to show on the customer account due to the process in place between Virgin Atlantic and our Merchant Service Providers (i.e. banks). The length of time may also depend on payment method and provider, or if a Bank Holiday falls during the period of time. 

There may also be circumstances where the customers’ details of original form of payment are not correct or have expired. Customers will receive an email with a secure link to provide new details. If the new details are pending this may be preventing a refund from being processed within the normal timeframe.

We understand that the ever-changing travel restrictions may mean you need to change the dates of your booking, so we’ve got this covered. You may even decide to change your destination, or change the passenger names if you would like someone else to benefit from your booking, and that’s ok too.

There’s no fee to change your booking, and if you choose to travel on the same route before 9th December 2020 or between 11th January 2021 - 31st March 2021, or within 21 days of your original booking date, we’ll also waive any potential difference in fare. See our ‘Flexible No Change Fees’ policy  for more details.

The quickest way for us to get you rebooked is through our 'Rebook my flights' form below. Just let us know when and where you’d like to travel and our team will be back in touch to complete your booking.

If you're unsure of your new travel dates, we’ll keep your ticket open as credit until you’re ready to rebook.

To provide even more peace of mind and flexibility with your travel plans, you can choose to keep your ticket open as credit to use in line with the policies below, to rebook all the way up to 31st December 2022. There's no change fee, and if you choose to travel on the same route up to 9th December 2020 or between 11th January 2021 - 31st March 2021, we’ll also waive any potential differences in the fare.

Once we receive and action your request, we’ll update your booking and send you confirmation. Please don’t worry if it takes a few days to get back to you, just keep your booking reference safe.

If rebooking or rerouting is not suitable for you, our team can also discuss other options with you. Our flight disruption policy

The covid-19 situation has led to our response times being significantly higher than normal. We are working extremely hard to help all of our customers and we really appreciate your patience and understanding.

If you’ve booked directly with Virgin Atlantic

Following the Government's advice to stay at home where possible, we are temporarily operating reduced opening hours in our contact centre between 7am and 10pm in the UK, or 2am to 7pm (EST) in the US.

The best way to contact us is through our 'Rebook my flights' form. We'll check availability for your chosen destination and dates, and where there's no fare difference to pay, we’ll update your booking and email your new eTicket.

If we need to speak to you about anything, we'll get in touch via WhatsApp or SMS within 7 days to complete the process.

Alternatively, you can message us instead. Our team are working from home around the clock, and available to help 24/7. The high volume of customers means it may take a few hours to respond to your message, but be assured that we will reply.

Our messaging team can help with most things, including secure payments. Drop us a text on +44 (0)7481 339184, or 97634 from the US. You can also WhatsApp us on +44 (0)344 8747747. Just save our number in your mobile to get started.

If you're not calling from the UK or US here's all of our regional contact information

We understand that the ever-changing travel restrictions may mean you need to change the dates of your booking, so we’ve got this covered. You may even decide to change your destination, or change the passenger names if you would like someone else to benefit from your booking, and that’s ok too.

There’s no fee to change your booking, and if you choose to travel on the same route before 9th December 2020 or between 11th January 2021 - 31st March 2021, or within 21 days of your original booking date, we’ll also waive any potential difference in fare. See our ‘Flexible No Change Fees’ policy  for more details.

The quickest way for us to get you rebooked is through our 'Rebook my flights' form below. Just let us know when and where you’d like to travel and our team will be back in touch to complete your booking.

If you're unsure of your new travel dates, we’ll keep your ticket open as credit until you’re ready to rebook.

To provide even more peace of mind and flexibility with your travel plans, you can choose to keep your ticket open as credit to use in line with the policies below, to rebook all the way up to 31st December 2022. There's no change fee, and if you choose to travel on the same route up to 9th December 2020 or between 11th January 2021 - 31st March 2021, we’ll also waive any potential differences in the fare.

Once we receive and action your request, we’ll update your booking and send you confirmation. Please don’t worry if it takes a few days to get back to you, just keep your booking reference safe.

If your original ticket issue date was up to or including 11th March 2020 and your flight is still scheduled to operate, you may request a refund if you are unable to travel due to an Event Beyond Your Control. If you are unsure please reach out to us to discuss further.