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. Virgin Holidays Refunds for Covid-19: How Much Paid? When Are They Following a continued easing of rules, most of our destinations do not require a Covid-19 test for entry, especially if you're fully vaccinated. As ever, you should ensure you have adequate travel insurance for your trip. Cookie statement | Are you currently away from home? Register here, If your flight has been cancelled or impacted by changes to our schedule. If your final destination is outside the UK, please check what COVID-19 entry requirements apply, as many countries still have measures in place: https://virg.in/ZAdL. We understand that you may be unsure of your travel plans. Terms and conditions | Canadian tariffs. In situations where a flight is cancelled less than 2 weeks before departure and the alternative flight we offer is more than 4 hours later than the original schedule compensation, the terms of the European Union's Regulation (EC) No 261/2004 may apply. You can easily add on additional . Use our handy checklist to make sure you've got everything you need before arriving at the airport. 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. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF It is our intention to make sure passengers from cancelled flight get to their destination at the earliest opportunity. If your destination requires it, you should complete your test and receive your fit-to-fly certificate before your international flight. Update the SI field with the following information: Please reissue tickets to include endorsement: Tickets must be re-issued on / before revised travel date, For bookings made on/before 11 Mar 20, refunds are allowed if customer is unable to travel due to an event beyond their control e.g. Accepted vaccine certificates include NHS COVID Pass (UK) and EU Digital COVID Certificate (EU). If we cancel your flight you can request a refund. Cookie statement | Bookings made by credit card or debit card no longer incur a fee. You will find our contact details on our Help Centre.. Alternatively, please contact your travel agent. Where we have cancelled your flight, you will be eligible for a refund and can complete one form to request a refund for everyone in your booking. Travel advice . Are you travelling with Virgin Atlantic Holidays? To make a change to your holiday booking, please contact us. If we cancel a flight that has been booked using a Travel Voucher, any refund requested will be made according to the original form of payment. Will customers who felt badly treated this year rebook with the firms that they feel that let them down? 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. Virgin Atlantic Holidays customers in the UK should contact the Virgin Atlantic Holidays team directly during normal office hours on +44 (0) 1293 496883. Unless customers areaffected by events beyond control (see below), Definition of events beyond your control, Positive COVID-19 tests and instructed to self-isolate by the NHS or local health authorities, Unable to board return flight due to requiring to quarantine at destination, Governmental restrictions and requirements (travel ban and/or cancellation of a travel visa). Covid-19 testing | Virgin Atlantic help centre But if you have a specific flight or booking related query, drop us a line. Our travel advice pages have all the latest entry requirements for all the destinations we fly to, including which types of Covid-19 tests will be accepted. Virgin Atlantic help centre Travel advice USA travel advice USA travel advice. If you booked direct and changed your booking to a travel voucher due to travel restrictions related to Covid-19you can rebook your flight by calling our Customer Centre or online by logging intoMy Bookingor using our chat bot. Your itinerary has been emailed to the following address. If youd prefer a refund, we understand. For more detailed information about your package holiday rights, please head over to the Virgin Atlantic Holidays website. Virgin Atlantic help centre. Are you travelling with Virgin Atlantic Holidays? Voucher terms and conditions can be found here. An email with the refund status has been successfully sent to johndoe@email.com. *Name changes can only be applied on tickets that have not yet been used for travel, this does not extend to part travelled tickets. Terms and conditions | Whether it's amending your flight dates, finding out the latest travel advice, managing your Flying Club account or something else altogether - you'll be able to quickly self-serve many common conundrums right here. Contact forms | Virgin Atlantic help centre. Also, this one's just for making changes to your date or destination, so if you need help with anything else,pleaselog intoMy booking. Please contact your tour operator before you cancel your booking. Canadian tariffs. Take a Virgin Atlantic flight to your destination at a later date convenient to you, subject to availability of seats in the same ticket class. We will not deduct an administration feeto make this refund. 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. There's no need to contact us right now. Nothing. Compensation claims can not be processed at the airport. https://www.gov.scot/publications/coronavirus-covid-19-international-travel-quarantine, https://www.nidirect.gov.uk/articles/coronavirus-covid-19-international-travel-advice, https://gov.wales/arriving-wales-overseas, Passenger Disclosure and Attestation form, apply and obtain an ESTA (Electronic System for Travel Authorization) for travel, your options when a flight is cancelled can be found here. (c) Refunds will only be made if we or our Authorised Agent issued the Ticket and authorised your refund. Legal & Privacy Policy: The information entered on the page will not be used to send unsolicited email. All re-routings involving other carriers must be notified and authorised by Virgin Atlantic before you travel. Customers whose original booking date was on or before 11th March 2020 can request a refund if they were unable to travel due to an event beyond their control such as a National Lockdown, see above. Even if all reasonable measures had been taken, this includes cancellations in the event of weather conditions, political instability, unexpected flight safety shortcomings, security risks and strikes. The remaining fare difference after we have waived those amounts. Cookie statement | (b) We will pay the refund in the same currency that was used to pay for the Ticket, unless we agree otherwise. Ensure you have a valid passport and ESTA (if eligible for the US Visa Waiver Program). Just ask. Bookings made by credit card or debit card no longer incur a fee. (c)If your Ticket is refundable, you have used part of it, and there is no relevant restriction on your Ticket, we will refund the difference between thefare, any carrier imposed charges and surcharges, taxes, fees and charges you have paid and thefare, any carrier imposed charges and surcharges, taxes, fees and charges relating to the unused portion of your Ticket. 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. Bookings made by credit card or debit card no longer incur a fee. Business reporter Virgin Atlantic is facing enforcement action over its delays in processing refunds for cancelled flights. . If the new ticket price is greater than the Travel Voucher value, the difference must be paid. If the same booking class is not available, please rebook into the lowest available booking class in the same cabin. This method is less accurate and should only be used as a guide - A positive result should be followed by a PCR test for confirmation. Terms and conditions | Cookie statement | If your holiday is more than 6 months away, make things easier to manage by setting up a. This type of test is often called PCR (polymerase chain reaction) or LAMP (loop-mediated isothermal amplification). This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher. The vaccination proof used will depend on where the approved vaccine(s) were administered. If you still want . Plans change. 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. Opening hours: 09.00 - 12.00, Monday to Thursday. However, if you have already commenced travel, then the Travel Voucher is non-transferrable. If you booked directly with Virgin Atlantic., please use ourCompensation application process. . We received this letter in late December long after the companys boss said all refunds would be paid. If you booked with Virgin Holidays, help is available viaCustomer support. Name changes can only be applied on tickets that have not yet been used for travel, this does not extend to part travelled tickets. 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. Around the world, flyers on cancelled flights have been waiting for their due refunds. This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher. When you book to travel any time up to 31st December 2022, you can make unlimited date changes* and one name change free of charge** (if youd like someone else to benefit from your ticket). 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. Privacy policy | You can also rebook on a Virgin Atlantic flight to another destination. If youve booked directly with Virgin Atlantic and you are ready to rebook, then you will need to get in touch for some help. 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. Customers who booked on/before 11 Mar 20should be allowed a refund if impacted by governmental travel restrictions. 1. See more More legroom, more style Terms and conditions | Virgin Atlantic help centre | Virgin Atlantic Once youve decided where and when you want to go, simply apply your voucher code at the checkout. This list will expand as regulatory requirements for destinations allow. If you are entitled to a refund, it will be made according to the original form of payment. Cancel the original booking prior to the departure of their first flight, ensure the customers retain their E-ticket number for future rebooking. Youll just need to make sure your new travel dates take place by 31st December2023, and that any changes are made before your original departure date (four weeks before your Virgin Holidays package holiday). (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. This can be done by calling our Customer Centre or online by logging into. You'll find the answer to most questions here. 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. There is no entitlement to compensation if the cause of the cancellation was due to extraordinary circumstances which could not have been avoided. 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 your customer has opted for an Open Ticketfor any other reason, the residual value will be non-refundable. Please bear in mind that our standard cancellationterms and conditionsapply, and you may only be eligible for a partial refund. For specific entries or formats, please refer to you GDS Helpdesk. Virgin Atlantic Faces Penalties for Not Refunding Passengers Reward bookings - If your original booking was a Flying Club full reward booking, the value of your Travel Voucher will be the equivalent to the value of Flying Club points and taxes of your original booking. Customers bookedon or before 11th March 2020 that have since changed their travel plans, resulting in a new ticket issue date, will still be entitled to a refund, Refunds must be processed via GDS please refer to our refunds policy clickhere, 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF Cookie statement | Replacement customers are permitted per ticket within a PNR. The ability to make unlimited date changes without admin fees applies to Virgin Atlantic bookings made between 3rdMarch 2021 and 23rd June 2022. 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. Accessibility | However, in fairness to Virgin Atlantic, your refund was paid very quickly after we took up your case. Persons on diplomatic or official foreign government travel, Persons with documented medical contraindications to receiving a COVID-19 vaccine, Participants in certain COVID-19 vaccine trials, Persons issued a humanitarian or emergency exception, Persons with valid visas [excluding B-1 (business) or B-2 (tourism) visas] who are citizens of a foreign country with limited COVID-19 vaccine availability, Members of the U.S. Armed Forces or their spouses or children (under 18 years of age), Sea crew members traveling with to a C-1 and Dnon-immigrantvisa. 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. Subject to the availability of seats in the cabin originally purchased, at no additional cost. For holidays departing from 1st April onwards, please settle your balance 12 weeks before you are due to travel. 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. As you would expect, our telephone lines can be busy and we sometimes have long call waiting times, for which we apologise. If you don't use the whole value of your Travel Voucher when making a new booking, we will give you a cash refund of the residual value. We are owed 1,163 for cancelled flights and have been waiting for many months. Check the devolved nations of Scotland, Northern Ireland and Wales for their entry rules, which largely mirror the entry rules for England. If you are entitled to a refund, it will be made according to the original form of payment. . 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. Please contact the issuing agency or carrier directly for assistance. For all flights, make sure you understand the Conditions of Carriage and for package holidays, the terms and conditions will set out your options. Your Travel Voucher is valid until 31st December 2023. This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher. 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. For all new bookings from 24 June 2022 onwards, the terms to change your booking will depend on your type of ticket. With these barriers to travel removed, we believe the time is right to ease the Covid-19 flexible booking policies for Virgin Atlantic Airways and Virgin Atlantic Holidays on all new bookings fromJune 24, 2022. Passengers should also be aware that any applicable refund would only relate to the airfare portion of the inclusive package and not the whole cost of the holiday. 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. Itmust be completed within the 24 hours before departure. Governmental restrictions and requirements (travel ban and/or cancellation of a travel visa). Self-testing kits can be ordered online for delivery to your home and provide asafe and convenient testing method. Changes vs Flexibility Policy issued on 15 Feb 2022, - Policy updated to cover bookings up to 23 June 2022, This policy is to allow customers more flexibility in addition to original fares rules, Cancellations, refunds and downgrades are subject to the original fare rules, unless permitted by this policy whichever is the most flexible.All travel must include all outbound AND inbound travel dates, Total Selling Price (TSP) - Includes all fare, YQ, taxes and surcharges when re-calculation is require, This policy applies to all VS/VS* bookings, including unticketed, regardless of ticket type and includes fares that are usually non-changeable, Where fare difference is charged, it should be calculated including all taxes/charges (Total Selling Price).