Storm Ciara - important information for customers

EU regulation 261/2004 establishing common rules on compensation and assistance to customer in the event of denied boarding and of cancellation or long delay of flights requires us to offer affected customers on cancelled flights the following care package:

• Meals and refreshments in reasonable relation to the waiting time
• 2 short telephone calls, or telex, or fax, or e-mail messages
• Hotel accommodation if the delay goes into the following day
• Transport to and from the hotel/other accommodation.

Our assessment of reasonable customers claims is based upon the following principles:

• Hotel accommodation - based on a minimum of two people sharing one room. (with the exception of customers travelling alone on a single reservation) in a mid-range (express/no frills) hotel
• Meals and refreshments - Include breakfast (if it has not been included in hotel offering) followed by one snack, lunch and dinner per person per day, plus approximately six regular soft drinks or beverages per person per day.
• Transport to and from the hotel - Using public transport

How to make a claim:

Please email eucare@fly.virgin.com attaching scanned copies of your receipts and including the following details:

-        A list of the customers and booking references being claimed for

-        A short summary of the claim

-        All itemised receipts

-        Contact details of the lead customers to whom reimbursement should be paid.

We are unable to reimburse any of the following:

-        Un-receipted expenses

-        Top range and/or luxury hotels and/or restaurant/eateries/room service

-        Payments to friends/relatives offering bed and board

-        Alcohol

-        Entertainment

-        Replacement flights on other airlines

-        Any other purchases not related to meal and accommodation requests

Why have you cancelled my flight?

We have been monitoring Storm Ciara’s movements closely and we're aware of the severe weather conditions forecast for 09 February. The safety and comfort of our customers and crew is our absolute priority, and as a result of the weather warnings, we are unable to operate your flight.

I’m now incurring expenses as I’m staying away from home for longer. How do I claim these costs back?
Please email eucare@fly.virgin.com attaching scanned copies of your receipts and including a list of the customers and booking references being claimed for, a short summary of the claim, all itemised receipts and contact details of the lead customer to whom reimbursement should be paid.

Am I entitled to compensation?

Please visit https://flywith.virginatlantic.com/gb/en/after-your-flight/flight-disruptions/eu-claims.html for details on how to make a claim for EU compensation.

If you have any concerns or questions that have not been answered here, for customers who booked directly with Virgin Atlantic, you can use our SMS service by messaging 07481 339 184 in the UK or if you have a US number please use 97634. If you have booked through Virgin Holidays, please call them directly to discuss your options on 0370 218 4703.