Special assistance
This page helps you find out more about the different special assistance services we offer.
If you need special assistance, please let us know at least 48 hours before your flight (or more if you are travelling with an assistance dog). You can request special assistance in My booking, or get in touch on the details below.
If your disability isn’t an obvious one, it can be hard to ask for help. That's why we’ve come up with an inconspicuous way of letting our staff know you may need some assistance. For more info, check out this page on assistance for hidden disabilities.
Our contact centre has had to close temporarily following Government advice to protect our colleagues from the spread of Coronavirus. This means we are currently unable to answer any telephone calls. Our advisors are working from home and are able to assist you via email. Please email special.assistance@fly.virgin.com Due to extremely high volumes it is taking longer to reply to but we will respond within 14 days. If you have a question about a future flight please message our contact centre team. We are asking customers to only message us if their flight is within the next 72 hours.
To ensure the health and safety of our customers and our people remains our number one priority, we’re implementing new measures to give you even greater peace of mind when you take to the skies with us.
Facemasks
We will require our customers to wear facemasks at all times on the plane, but we understand that this may not be possible for some of our customers with medical conditions. Exemptions are in place for;
• Children under 11 years of age
• If you cannot put on, wear, or remove a face covering without severe distress, or due to any physical or mental illness or impairment, or disability (within the meaning of section 6 of the Equality Act 2010)
• If you are travelling with, or providing assistance to, another person who relies on lip reading to communicate
• If you remove the face covering to avoid harm or injury, or the risk of harm or injury, to themselves or others
• To eat or drink where it is reasonably necessary to do so, or removing your face covering to take medication
We recommend that you always check the health requirements of the destination that you are flying to as we cannot guarantee that the same mask exemption will apply.
Boarding
Customers who require additional time or assistance will board as a priority; we’ll be more than happy to help you first.
On board
Our on-board wheelchairs are cleaned and disinfected regularly with high-grade products, tested to be effective against viruses and we’ll clean these after each use.
Services we offer
How to contact the Special Assistance team
If you have a question for the team, you can send us your query here. Select Special Assistance, give us the details and hit send. We'll respond to you as soon as possible.
Alternatively, you can get in touch through one of the ways below:
Email: Special_Assistance@fly.virgin.com
Tel: +44 (0)344 481 4455 (UK) / +1 888 747 7474 (US)
Fax: +44 (0)344 209 7373
Opening hours
Mon - Fri 09:00 - 18:00 (UK local)
Bank holidays 09:00 to 17:00
Closed Weekends and Christmas
Calling from outside the UK? Have a look at our handy phone number list.