Customers are eligible for a refund if their flight was/is still operating during these UK national lockdown periods (inclusive): Customers may also request a refund if a national lockdown was in place at their arrival destination, Original Booked Date - Bookings made up to and including 11th March 2020. The ability to make unlimited date changes without admin fees applies to Virgin Atlantic bookings made between 3rdMarch 2021 and 23rd June 2022. Cookie statement | This policy applies to bookings made on or after 06 Feb 2021 until 02 Mar 2021. Virgin Atlantic help centre Travel advice USA travel advice USA travel advice. Are you currently away from home? If you travel without formal notification of your exemption, and choose not to wear a mask at the airport or onboard, you may not be permitted to travel with us at this time. CAA Alleges Virgin Atlantic Waited Up To 4 Months to Issue Refunds. If youre contacting us from the US outside of these hours, you can log into your booking and use the chat button on the bottom right of the page up until 8pm Pacific Standard Time. Yes, if eligible under the US Visa Waiver Program, youll still need toapply and obtain an ESTA (Electronic System for Travel Authorization) for travel, in addition to any Covid-19 requirements. If you are calling from outside the UK please remember that mobile roaming charges are usually more costly and therefore consider using a landline to a local number instead. As of 12 June 2022, US citizens and legal permanent residents do not need to complete a Passenger Disclosure and Attestation form or provide. The statutory loss for 2021 narrowed . In the United States, the policies have changed dramatically after the COVID-19 pandemic, with some airlines wildly shifting policies. Canadian tariffs. Any applicable refunds relate to the airfare portion of the inclusive package, and not the whole cost of the holiday. . Virgin Atlantic Holidays customers in the UK should contact the Virgin Atlantic Holidays team directly during normal office hours on +44 (0) 344 739 6300, If you booked a Flight + Hotel package call our dedicated team on+44 (0) 0344 557 5850. To find out more pleasecontact us. Depending on your destination, you'll likely need to have a negative test result before you can fly. Claim a refund: If we're unable to rebook you, you may be able to claim a refund which will be credited to the original form of payment. Compensation claims can not be processed at the airport. (modern). You'll need your booking number so the Virgin Atlantic . If you need flexibility, make sure you pick a Ticket type which suits your needs. You can request a refund as part of the options available when you log into Manage My Booking. It points you in the right direction for booking a new flight, it offers you help with making your insurance claim, or making a claim for compensation. Using our forms is often the easiest way to solve your problem. Reissue the original ticket/s to the new PNR collecting all TSP where applicable. Virgin Atlantic policies Conditions of carriage Article 10 Refunds 10.1 Refundable Tickets (a) Some Tickets are sold at discounted fares and may be partly or completely non-refundable if you cancel your booking. Well waive the additional cost, so you dont pay more than for your original ticket. Find out more Earlier flexible booking policies As customer demand increases were taking wide-ranging steps to uphold the customer experience and maintain operational resilience, so that your journey continues smoothly and as planned. Passengers with connecting flights issued on separate tickets must make their own arrangements with the other carrier, including the payment of any additional costs and amendment fees. Customers who booked on/before 11 Mar 20should be allowed a refund if impacted by governmental travel restrictions. To speak to us about your options, pleasecontact us. You can even make a booking for someone else using your Travel Voucher. To rebook your flight, simply complete the Rebook self-service form and follow the instructions. We continue to help our customers book with confidence, with the ability to change plans if a customer tests positive for Covid-19 and previous flexible booking policies applicable based on the date of booking, but its also important that customers have adequate travel insurance. Customers may still be asked to wear a mask when boarding or disembarking flights, according to the regulations of the departure or arrival airport or destination country / US state. See more More legroom, more style When you book to travel any time up to 31st December 2022, you can make up to two date changes* and one name change** free of charge (if youd like someone else to benefit from your ticket). 3) Can't wait for your cash back? Virgin Atlantic Holidays customers in the UK should contact the Virgin Atlantic Holidays team directly during normal office hours on +44 (0) 1293 496883. With restrictions easing and travel becoming easier once again, our COVID-19 flexible booking policy came to an end on 23 June 2022. This method is often calledan Antibody testbecause it looks forantibodies in your blood from a vaccine or having previously fought off the Covid-19 infection. You will find our contact details on our Help Centre. Subject to seats being available in the same cabin and departure dates are within the permitted rebooking period, however any additional travel cost will be the responsibility of the customer. . The options available to you may differ depending on when you are due to travel. All remaining COVID-19 restrictions will be removed for UK arrivals. In certain circumstances regulations may require airlines to pay financial compensation to customers if their flight is cancelled within 14 days of departure or delayed more than three hours. If you booked through a travel agent or third party, please contact them directly for your options. However, in fairness to Virgin Atlantic, your refund was paid very quickly after we took up your case. You dont have to decide right now; you can convert to a Travel Voucher which can be used up until 31 December 2023. For direct bookings made via the Virgin Atlantic website or contact centre only; call our flight disruption line on: +44 (0) 344 209 7777 in the UK, or 1-800-862-8621 in the USA. All up to date details can be foundhere, and we will contact you directly if your booking is affected by any recent changes. This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher. Voucher terms and conditions can be found here. Terms and conditions | We've launched our new web messaging service. To ensure the timely processing of your request, please choose the correct form based upon your requirements: If you are unsure of the terms and conditions of your ticket, you can request a quote to find out how much you would be entitled to. If you cancel a booking made using a Travel Voucher, any refund will be issued in accordance with our Conditions of Carriage and the relevant fare rules. Policies Agency sales agreement Covid-19 Flex Policy (tickets issued prior to 24 June 2022) View policy Schedule changes View policy Refund policy View policy ADM policy View policy Booking policy Canadian tariffs. Business reporter Virgin Atlantic is facing enforcement action over its delays in processing refunds for cancelled flights. Please check your T&Cs before completing the form as not all of our tickets are fully refundable. Please include a daytime phone number. Virgin Atlantic COVID-19 Cover policy details This policy covers every existing Virgin Atlantic booking, as well as new reservations made for travel between Aug. 24, 2020 to Mar. Canadian tariffs. There are three main testing methods that look for different elements of the virus. Terms and conditions | For travel from 01 Jun 21, fare difference applies with no refund if new fare is lower. You can use your voucher to purchase a future Virgin Atlantic flight to any of our destinations. Fleming Way If you booked with Virgin Holidays, or through another website or travel agent, please contact them directly for your options. Its important that you make any changes before the date you were originally due to travel. You cannot combine a Travel Voucher with any other voucher issued by our Customer Care team. This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher. We're always on hand to help - Whenever and however you need us. Choose the relevant contact form and we'll get back to you as soon as possible. The remaining fare difference after we have waived those amounts. A booking for a third party using your Travel Voucher must be made at least seven days before departure andonly one name change can be actioned per ticket at any time. ***For one-way trips, apply 50% of the respective amounts. (e)We will refund any unused part of a Ticket in the event that a Passenger dies before completing the journey. With restrictions easing and travel becoming easier once again, for all new bookings from 24 June 2022 onwards, the terms to change your booking will depend on your type of ticket. If you purchased your ticket through a travel agent or another airline, youll need to apply for your refund with them directly, as we wont be able to process it for you. You can cancel and receive a voucher up to four weeks before travel, however please note the earlier you contact us the less likely there will be non-changeable aspects from third parties. Our guide to Covid-19 testing for travel. You may also wish to Claim money for delay or cancellation. Register for your appointment with Collinson. To make a change to your holiday booking, please contact us. Accessibility | Cookie statement | Check out the latest travel restrictions and requirements for the places you want to go. Join Flying Club for free and earn Virgin Points on every Virgin Atlantic flight, and redeem them on fabulous rewards like upgrades, flights and much more. **Name changes can only be applied on tickets which have not yet been used for travel, this does not extend to part travelled tickets. If you are requesting a refund because you are dissatisfied with a change that Virgin Atlantic has made to your flight, please note that if your flight is still scheduled to operate under the same flight number and your change is less than 3 hours, your refund will be calculated as per the fare rules. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF If your Virgin Atlantic Holiday is planned to go ahead. No change fee will be charged, however TSP may apply, please refer to the applicable table as per ticketed date, For details of re-routing onto AF, KL or DLplease check our class mapping information. You can rebook to travel any time up to 31st December 2023. At this stage, this only applies to routes between the UK and the Caribbean. We'll be in touch with you if your holiday is affected. (b) If your Ticket is refundable and you have not used any of it, you can ask for a refund ofthe fare, any carrier imposed charges and surcharges, taxes, fees and charges you have paid. RH10 9DF If you have opted to receive your Travel Voucher following a cancelled flight, and you dont use the whole value of your Travel Voucher when making a new booking, you are entitled to a cash refund of the residual value. Cookie statement | Self-testing kits can be ordered online for delivery to your home and provide asafe and convenient testing method. Accessibility | You can make a booking on behalf of someone else using your Travel Voucher, unless you have already commenced travel. Your Travel Voucher is valid until 31st December 2023. Privacy policy | 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. Privacy policy | Should the original documentation become lost or mislaid please. If the new TSP is greater than the Open Ticket value, the difference in TSP must be paid. Cookie statement | If you do need to get in touch, just choose the method that suits you best - by completing a contact form, sending us a message, or giving us a call. We are not responsible for any third party fees. Bookings made by credit card or debit card no longer incur a fee. Test Pods are open 8-12pm and 1-4pm, Mon-Fri (some locations are also open at the weekend). Accessibility | Once the lab has your sample, you'll be notified of the result within 24 hours. If you made your booking on or after 24th June 2022, you are not eligible to request a travel voucher, in line with changes to our latest Commercial Policy. Terms and conditions | Customers impacted by anevent beyond their control,for bookings made on or before 11thof March 2020. You can visit Rebook Me form,where you will find details on how to access our rebooking bot and web messaging service. Replacement customers are permitted per ticket within a PNR. Virgin still refusing to do anything with my request for refund - when was your flight scheduled for? But if you have a specific flight or booking related query, drop us a line. Accessibility | If you've got a question about your Virgin Atlantic Holidays booking or Virgin Atlantic flight, you'll find the answer here. Around the world, flyers on cancelled flights have been waiting for their due refunds. Did you book with a travel agent? We are owed 1,163 for cancelled flights and have been waiting for many months. New ticket must be issued, and original ticket refunded on/before revised travel date. Please note, if your flight has not been cancelled then you may not be eligible to request a refund and you should refer to our conditions of carriage. Everything you need to know about travelling with the family or children flying alone, Planning a group trip? Legal & Privacy Policy: The information entered on the page will not be used to send unsolicited email. From bulkheads to exit rows, here's all you need to know about seating on board our aircraft. Please contact the issuing agency or carrier directly for assistance. Were here to help. Contact forms. Fax: 01293 444456 However, if you have already commenced travel, then the Travel Voucher is non-transferrable. Are you travelling with Virgin Atlantic Holidays? 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF Everything you need to know before you go. If you are travelling up to 31st March 2022,you have until eight weeks before your departure instead of 12 to pay the balance. Cancel the original booking prior to the departure of their first flight, ensure the customers retain their E-ticket number for future rebooking. . Fare difference is waived if all travel is completed by 31 May 21. Also, this one's just for making changes to your date or destination, so if you need help with anything else,pleaselog intoMy booking. If you opt for the open ticket, we have some exclusive offers available to make your credit with us go even further. When the customers provide the new name follow the steps below. If your customer have opted to receive an Open Ticketfollowing a cancelled flight, and they dont use the whole value of theOpen Ticket when making a new booking, they are entitled to a cash refund of the residual value. . If you made your booking between 16th February 2022 and 23rd June 2022, you will be eligible to request a travel voucher, if your original travel date is on or before 31st August 2022. Routes where face masks onboard must be worn: For the following routes operating to or from the UK, masks are still required for customers aged 12 and above until further notice: Delhi, Hong Kong, Johannesburg, Lagos, Mumbai and Shanghai. Carry proof of your negative test result with you throughout your journey, as it will be needed at check in and when you arrive in your destination. Sorry, we don't seem to have a refund request based on the details you entered. Virgin Atlantic help centre. Onboard and at the airport, together with our partners were committed to providing a safe and controlled environment, with robust and proportionate steps to minimise the risk of Covid-19 transmission. Find out which type of Covid-19 test you need. Testing for travel . Following the ruling of a United States district court judge on Monday 18 April, the Biden administration has announced that the Transportation Security Administration (TSA) will no longer enforce the federal mandate requiring masks onboard aircraft. Note: US citizens and legal permanent residents do not need to complete a Passenger Disclosure and Attestation form or provide Covid-19 credentials. As ever, please ensure you have your passport and relevant documentation e.g. Find out when testing is required for the country you're visiting. If you booked before this and would like to make a change, check out ourearlier policies. This will result in the whole value of theOpen Ticketbeing non-refundable. Your itinerary has been emailed to the following address. Bookings made by credit card or debit card no longer incur a fee. Privacy policy | Check the devolved nations of Scotland, Northern Ireland and Wales for their entry rules, which largely mirror the entry rules for England. VHQ You have your 6-digit alphanumeric booking reference starting with A to G (e.g. You can now rebook through our new web messaging service from 8am to 8pm UK time. If your flight was part of an inclusive/package holiday please refer to your tour operator as they may not operate the same re-booking policies. If you have been notified that your flight has been changed and you would like to discuss alternative options, then you will need to get in touch for some help. In this case, your refund might take a little longer than usual. Change fees and fare difference charges are waived, No refund if customer accepts rebooking option or Open Ticket, see Open Tickets' below, For customers impacted by a VS flight cancellation, where VS/VS* is not available as a reprotection option, please refer to our other airline class mapping, For all other additional standard schedule changes including time changes under three hours, please refer to our schedule change policy. Project Screen home PCR samples can also be dropped at Test Pods and will arrive at the lab on the same day, at no extra cost. Crawley If you refresh the page or navigate awayyou'll lose your chat, and no one wants that. Before you fill out one of the forms, please remember we can only accept and process your refund if: Youre eligible for a refund in line with our refund policy. Only one Travel Voucher can be used per passenger. When your customers provide new travel dates: If you're unable to reissue the original ticket, please update SI field with the original ticket number: Tickets must be issued on/before revised travel date. Limited exemptions to the Covid-19 vaccination requirement apply: Children under 18 years of age . Where a flight is cancelled, well be in touch with you and always try and book you on to the next available flight(s) so you can complete your journey. Accessibility | If you made your booking through a third party or travel agent, please contact them directly to discuss your options. Virgin Atlantic Partner Hub Policies Policies From ADM to Ticketing and everything in between, you can take a look at our global policies here. Youll be entitled to a full refund of your holiday within 14 days if: If your holiday is cancelled, you'll automatically receive a voucher, which can be used to book a new holiday up to 31st December 2023. About Virgin Atlantic Some countries may also require a test to be taken after you land, which helps to shorten the time spent in quarantine. *Please note thatfare difference charges (the additional cost of airfare, taxes, and airline fees, on your reissued airline ticket) may be applicable when changing your booking,with no refund if the new fare is lower. If youd like to rebook instead, were here to support you. Top tips to help you plan your journey and breeze through the airport. If you've yet to hear from Virgin Atlantic, you can contact the airline online or via its disrupted flights contact number on 0344 209 8711. Once a refund has been processed it will be returned to the original form(s) of payment. Nothing. Change fees and TSP as per rebooking policies above. All flights booked using your Travel Voucher must conclude by 31st December 2023. More next week. Weve updated our rebooking policies below to ensure you have the flexibility you need with your upcoming travel plans. PCR tests can take up to 48 hours as they must be processed in a lab, but offer very reliable results and are the most common test required for international travel. Find out what you can and can't take with you on your flight. If your Virgin Atlantic Holiday is planned to go ahead. For more detailed information about your package holiday rights, please head over to the Virgin Atlantic Holidays website. Contact your bank and ask for chargeback and state that Virgin Atlantic are stalling and giving you the run around. If the new ticket price is higher than the amount of Flying Club points and your Travel Voucher value, the difference must be paid. Customers opting for Open Ticket are accepting a credit for future travel which will waive all previous T&Cs of the original ticket. Our team may ask you to show a formal notification of your exemption in the form of a certificate or letter signed by a suitably qualified health professional when you arrive at the airport. If you need to make a change to your booking, please visit our rebooking bot and web messaging service. It is our intention to make sure passengers from cancelled flight get to their destination at the earliest opportunity. When you book to travel any time up to 31 Dec 2022, you can make unlimited date changes* and one name change free of charge** (if youd like someone else to benefit from your ticket). You may not need to pay any difference in the fare either see the table below for more on that. Customers wishing to travel from/to an alternative destination on a VS/VS* service may be subject to TSP but will not be charged any change fee provided new travel dates are within the permitted travel period. This method checks if you have immunity against Covid-19 but can't tell you if you currently have the virus. A refund of your flight booking based upon the terms and conditions of your ticket. Bookings made by credit card or debit card no longer incur a fee.