Peace of mind

We’re making sure you have peace of mind in every way when you fly with us. With free Coronavirus cover available to you, we’ll help take care of the health and quarantine costs that arise, should you fall ill or experience difficulties due to Coronavirus.

Everyone should fly safe and fly well with us, so we have obtained a new Coronavirus policy which we make available to all our passengers on every existing booking, as well as new bookings, made for travel between 24th August 2020 and 31st March 2021.

How it works

This cover will ensure you are protected for Coronavirus, which will work in parallel with any existing travel insurance you may have in place making sure you can book your adventure or business trip with confidence. It’s our way of making sure you can focus on yourself and your loved ones, instead of worrying about the details.

Our partner, Allianz Assistance UK, is dedicated to providing answers to any questions, as well as claims information on +44 (0) 20 8239 4030.

The benefits of your free cover

For any flight or holiday booked using a Virgin Atlantic ticket, for travel between 24th August 2020 and 31st March 2021*, you will get cover for:

  • Up to £500,000 necessary and emergency medical expenses incurred due to Coronavirus affecting you or your travel companions.
  • Repatriation due to Coronavirus, should it be medically necessary.
  • Denied Boarding/Quarantine – We will cover many necessary additional costs should you or your travelling companion be denied boarding or individually requested to quarantine in your destination due to Coronavirus, including personal accommodation, transport charges, refreshments, booking amendment fees and other travel expenses incurred.
  • Cover for your whole trip, with no upper limit on the length of your time away.
  • Cover for all passengers with no restrictions on age, travel class or length of journey.
  • There is no excess payable with this policy (unlike other traditional travel insurance policies).
  • Terms and Conditions apply and is subject to exclusions based on the Foreign, Commonwealth and Development Office advice (for UK residents) at the time of travel.  For non-UK residents, you will be subject to your home country’s government advice

*cover ends after 31st March 2021, irrespective of which point in the journey has been reached

Virgin Atlantic Covid-19 Cover FAQs

Cover

For how long is Virgin Atlantic COVID-19 Cover being provided?

Virgin Atlantic COVID-19 Cover is provided for passengers travelling between 24th August 2020 and 31st March 2021

 

What does Virgin Atlantic COVID-19 Cover include? Do exclusions apply?

You can find all the policy wording and exclusions in the cover guide below.

This policy does not have any exclusions for any pre-existing medical conditions

Restrictions do apply depending on the government advice of your country of residence, see further below

 

What is the duration of Virgin Atlantic COVID-19 Cover? What if I have a one-way ticket?

There is no restriction of the duration of a journey but, for one-way trips, cover will cease 12 hours after the arrival time of your final flight

 

What if I continued my journey by car, train or flight to another city or country, after arriving at the Virgin Atlantic destination?

Virgin Atlantic COVID-19 Cover is valid for the full duration of your trip even if you continue onwards to another city using another mode of transport. However, for one-way trips cover ends 12 hours after the arrival time of your final flight

 

Am I covered for the cost of COVID-19 test?

Cover is provided for the cost of a COVID-19 test only where it is medically necessary and on the request of a treating doctor in order to diagnose and treat the patient

 

I’m flying with Virgin Atlantic on a ticket that involves a flight on another airline, am I covered?

You will be covered if you have bought your ticket from Virgin Atlantic whether on virginatlantic.com or via a travel agent, but your booking will also need to include at least one Virgin Atlantic operated/flown flight.  If you bought your ticket in this way, you will qualify for assistance, as long as one of the flights in your journey is booked on a Virgin Atlantic aircraft.  If other flights in your journey were with Delta, Air France, KLM or one of our other partners, you are eligible, as long as you flew on a Virgin Atlantic aircraft at least once during your trip.  If you purchased your ticket from delta.com or any another airline's website, even if they are a partner airline of Virgin Atlantic, you will not be covered, even if one or more flights of your journey is on a Virgin Atlantic aircraft.

 

I understand only Virgin Atlantic tickets are eligible for cover, how do I check if I have a Virgin Atlantic ticket?

You can find this in your booking confirmation under "eTicket number" or “ticket number”.  The first three digits of all Virgin Atlantic tickets are always 932.  All tickets bought on virginatlantic.com are on Virgin Atlantic tickets. 

For example, ticket numbers are displayed on your booking confirmation for tickets bought on virginatlantic.com.  You can check if you have a Virgin Atlantic ticket as it starts with “932”. 

Your ticket will also need to contain at least one flight that is booked to fly on Virgin Atlantic aircraft.

Tickets bought on delta.com, airfrance.com or klm.com are not eligible, as they are not sold on a Virgin Atlantic ticket.

 

My first flight was on BA to London I then connected on to Virgin Atlantic, am I covered?

Yes, as long as it was purchased on a Virgin Atlantic ticket and at least one of the flights is booked to fly on a Virgin Atlantic aircraft.  All other policy eligibility criteria also apply.

 

Do I qualify for assistance if bought my Virgin Atlantic ticket via a travel agent or an online travel agent?

Yes, as long as it was purchased on a Virgin Atlantic ticket and at least one of the flights is booked to fly on a Virgin Atlantic aircraft.  All other policy eligibility criteria also apply.

 

Does it matter when my ticket was booked/issued?

No. The cover is automatically effective from the effective date of 24th August 2020 or the date the booking is made (whichever is earlier)

 

Are infants / children covered?

Yes, as long as it was purchased on a Virgin Atlantic ticket and at least one of the flights is booked to fly on a Virgin Atlantic aircraft.  All other policy eligibility criteria also apply.

 

Am I covered if I use Flying Club miles (or Miles Plus Money) to purchase the ticket?

Yes as long as you have a Virgin Atlantic ticket (this is normally the case for ticket purchased with Flying Club miles). You also must have at least one of the flights booked to fly on a Virgin Atlantic aircraft  with all other policy eligibility criteria met. 

 

Does it cover residents returning to their home country?

Yes, cover will be provided and will end upon your arrival home

 

Does the assistance cover costs of mandatory quarantine even without a positive COVID-19 test?

If you are requested to quarantine by a medical professional or appropriate local authority because they suspect you have contracted or have been exposed to coronavirus, we will provide cover for the additional costs detailed in the policy guide document if you are unable to travel as planned

 

Do I get any policy confirmation email before I travel?

No. This is included in your ticket and you will not get any confirmation.  We will just need to check that you booked on a Virgin Atlantic ticket and at least one of the flights was booked to fly on a Virgin Atlantic aircraft when you make a claim.

 

Am I covered if I booked a package or cruise from Virgin Holidays?

Yes as long as your flights are booked on a Virgin Atlantic ticket and at least one of the flights in your booking is to fly on a Virgin Atlantic aircraft.  All other policy eligibility criteria also apply.

 

Am I covered if I booked a flight and hotel via virginatlantic.com?

Yes as long as your flights are booked on a Virgin Atlantic ticket, at least one of the flights in your booking is on a Virgin Atlantic aircraft and all other policy eligibility criteria are met.

 

If the Foreign, Commonwealth and Development Office advises against travel to my destination country what does this mean for the cover?

The policy excludes any travel that is against the government advice of the country that you are resident in.  So if you are a resident in the United Kingdom and the Foreign, Commonwealth and Development Office (FCDO) advises against all but essential travel to your destination country, you will be only be covered under this policy if your travel is ‘essential’ under the FCDO guidelines. 

 

What government advice applies if I am not a United Kingdom resident?

If you are a resident in a country that is not the United Kingdom, the local government advice for your home country (your usual country of residence) will apply.

 

If the Foreign, Commonwealth and Development Office (FCDO) advice changes for my destination country, does this policy provide any cover?

Please refer back to the agent you made your booking with to discuss your options in this situation. If they are unable to be of assistance, please contact your main travel insurance provider. The Virgin Atlantic COVID-19 Cover does not extend to provide cancellation cover and so a claim cannot be made for this event

 

Are both myself and my companion covered if we booked using our Virgin Atlantic Credit Card companion ticket voucher/offer?

Yes, as long as it was purchased on a Virgin Atlantic ticket, at least one of the flights is booked to fly on a Virgin Atlantic aircraft.  All other policy eligibility criteria also apply.

 

Does this cover my whole family and/or the people I am travelling with?

The Virgin Atlantic COVID-19 Cover is in place to cover all passengers booked to travel with Virgin Atlantic during their journey

 

Does this replace the need for me to buy travel insurance for my trip?

No, this product is not a substitute for having comprehensive travel insurance. We recommend that you purchase a travel insurance product suitable for your requirements as soon as possible after making your travel booking. You may already possess such alternative cover for some or all of the features and benefits provided by this insurance product. It is your responsibility to investigate this

 

I booked with Virgin Atlantic a long time ago, am I covered?

Yes, this covers all existing and new bookings on a Virgin Atlantic ticket with at least one of the flights booked to fly on a Virgin Atlantic aircraft travelling from 24th August 2020 to 31st March 2021 inclusive.

 

My trip is booked to depart before 31st March but my return flight is after 31st March? Am I covered?

Cover is available up to and including 31st March 2021 only, whether you have started your journey before this date or not

 

My flight departs on 31st March but arrives on 1st April, am I covered?

Yes, cover will be provided on a one-way basis

 

I went to the airport for my flight, but I was not allowed to fly because I have had COVID symptoms.  Am I covered?

Cover is available for the additional costs you incur to enable you to continue your trip. Please refer to Section 2 of the policy guide for full details. We will need you to provide written confirmation from the airline or appropriate local authority that you were denied boarding and the reason for this to be able to consider your claim. There is no cover for any unused costs

 

If I am refused boarding will I be covered for the cost of any missed ongoing travel arrangements?

We do not cover the cost of the pre-booked missed arrangements, but we will cover the cost of the additional or replacement arrangements. To claim the cost of any unused expenses, we recommend you contact your travel insurance provider

 

 

Claims

 

How do I get assistance? Do I need to fill up any application forms, or submit any documents before I fly?

Please contact the Allianz Assistance 24-hour emergency medical team on +44 (0)20 8239 4028 or by emailing: medical@allianz-assistance.co.uk. There is no need to complete any forms before you travel

 

Can I pay first and then reclaim my expenses?

If you are admitted to hospital as an inpatient, are unable to travel as planned to being seriously unwell with coronavirus or your medical treatment costs are expected to exceed £500, please contact the Allianz Assistance 24-hour emergency medical team as soon as possible. For all other claims, please retain all receipts, invoices and other expenses so you can submit a claim for your expenses

 

Do I need to obtain pre-approval before incurring any cost for medical treatment or quarantine charges when tested COVID-19 positive?

Yes. You must obtain pre-approval from the Allianz Assistance 24-hour emergency medical team for any medical expenses over £500, as per contact details provided above. Failure to comply with this will void any assistance

 

What information or documents do I need once I have tested positive for COVID-19?

This will depend on the nature of the event causing your claim. Please refer to the policy guide for further details or contact the Allianz Assistance claims department on +44 (0)20 8239 4029

 

If i am asked to quarantine how do i recover my additional costs including accommodation charges etc.?

Please contact the Allianz Assistance claims department by calling +44 (0)20 8239 4029 or by emailing: travel.claims@allianz-assistance.co.uk

 

 

Other

 

Can I use the information provided by Virgin Atlantic as proof of insurance in countries that require insurance?

You will need to follow the guidelines for your country of residence and/or departure with regard to COVID-19 requirements, including proof of insurance.  In some cases, the cover guide below alongside your Virgin Atlantic ticket may be sufficient as proof of cover.  In any case, we are unable to provide any individual policy documents to use as proof of cover.

 

Will I need to share my personal information to get assistance?

Yes, the Allianz Assistance 24-hour emergency medical team will require a certain level of information before they are able to assist you. Please be assured that if you need assistance, our experienced team will guide you through the process and explain what details are required but will not ask you for more than is necessary in order to provide assistance

 

 

Questions not covered by this FAQs

 

Where can I find the policy wording?

Below this FAQ

 

How can I contact Virgin Atlantic to obtain more information regarding this assistance?

For information before you travel, please contact the Customer Service department at Allianz Assistance on +44 (0)20 8239 4030 or email them at: insurance@allianz-assistance.co.uk. To obtain assistance or guidance during your journey, please contact the Allianz Assistance 24-hour emergency medical team on +44 (0)20 8239 4028 or by emailing: medical@allianz-assistance.co.uk

 

Can I contact Virgin Atlantic Call Centre for any information relating to the above cover?

For further information, please contact the Customer Service department at Allianz Assistance on +44 (0)20 8239 4030 or email them at: insurance@allianz-assistance.co.uk

Contact information

Customer Services 
Phone: UK +44 (0)20 8239 4030
Email: insurance@allianz-assistance.co.uk

 

24hr emergency medical assistance (for medical emergencies, extension or curtailment requests)
Phone: UK +44 (0)20 8239 4028
Email: medical@allianz-assistance.co.uk

 

Claims
Phone: UK +44 (0)20 8239 4029
Email: travel.claims@allianz-assistance.co.uk

Virgin Atlantic Limited is an Appointed Representative of AWP Assistance UK Limited which is authorised and regulated by the Financial Conduct Authority (FCA). AWP Assistance UK Limited FCA registration number is 311909. FCA authorisation can be checked on the FCA register at http://www.fsa.gov.uk/register/