(Last updated 19:00 GMT on 22 March 2025)
Our operation has fully stabilised following the closure of Heathrow Airport on Friday 21 March, which caused a significant impact to our flying programme over the past two days. We are still working to ensure all those impacted can complete their journeys as quickly as possible and we expect to run our full flying schedule on Sunday 23 March.
Now that our operation is running as normal, we will be working with our partners, and the National Energy System Operator's investigation to understand the root cause of this serious incident that caused disruption to so many.
Rebooking your customers
Please use our IROP rebooking policy (Irregular Operation – 72 hours prior up to the day of departure) for rebooking your customers. You can rebook onto the next available flight or an alternative VS or VS* destination, in the original booking class. If the original class is not available, please rebook using the lowest available class within the original cabin.
Customers can also apply for a refund which can be processed through your GDS or BSP/ARC if the GDS is unavailable.
If your customer's ticket shows as ‘flown’ and you are trying to rebook, we will need to re-issue these tickets on your behalf – please contact Global Sales Support. Priority will be given to customers travelling within the next 72 hours.