I have answers to many common questions. Please contact your tour operator before you cancel your booking. It was the only airline threatened with action by the regulator, which reviewed. 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. Virgin Atlantic - COVID-19 - anyone managed to get a refund? 1. 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. Nothing. About Virgin Atlantic Terms and conditions | Replacement customers are permitted per ticket within a PNR. Virgin Atlantic Introduces Free Travel Insurance For Your Next - Forbes Cancellations and refunds. 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. Accessibility | CAA Alleges Virgin Atlantic Waited Up To 4 Months to Issue Refunds. 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. Search for a Virgin Atlantic flight round-trip, multi-city or more. If the payment details we have for you are not correct or have expired, we'll send you an email with instructions on how to securely provide new payment details. Virgin still refusing to do anything with my request for refund - when was your flight scheduled for? A booking for a third party using your Travel Voucher must be made at least seven days before departure. If you believe you are exempt from wearing a face mask or face covering, you must contact and notify our Special Assistance team at least 48 hours before you are due to travel. Itmust be completed within the 24 hours before departure. We are owed 1,163 for cancelled flights and have been waiting for many months. Bookings made by credit card or debit card no longer incur a fee. 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. Persons whose entry would be in the national interest, as determined by the Secretary of State, Secretary of Transportation, or Secretary of Homeland Security (or their designees). View contact numbers of our other worldwide contact centres. Pre-travel advice guide. Flight delay and cancellation compensation, How to book a new flight if your flight was cancelled, What to do if the next flight availability is limited, Make a claim on your insurance for flights that have been cancelled, How to claim for unused parts of your journey, Understanding the 'Care Package' you're entitled to (Regulation EC 261/2004), Find out about getting financial compensation for delays or cancellations, Who to contact if you have a question after flight disruption, find out your rights about cancelled and delayed flights (According to Regulation EC261/2004). If you made your booking through a third party or travel agent, please contact them directly to discuss your options. Partnering with Prenetics, a leading Covid-19 testing provider, Virgin Atlantic is offering customers easy and competitively priced at-home testing packages, tailored to your Virgin Atlantic destination where at-home tests are accepted. 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. Eg. It remains a dynamic time for International travel, and we continue to review our holiday schedules regularly and monitor the Covid-19 situation closely. Privacy policy | 60 for Economy If you need flexibility, make sure you pick a Ticket type which suits your needs. This policy is in place for customers and crew, only on routes where international regulations around mask-wearing do not apply. You must provide contact information within 72 hours of departure. ExpressTestofferRapid Antigen tests with results in 30 mins. Self-testing kits can be ordered online for delivery to your home and provide asafe and convenient testing method. Collinsonoffer Rapid Antigen and Antibody tests with results within 60 mins. You booked directly with Virgin Atlantic, and not a travel agent or third party company. Travel news | Virgin Atlantic help centre Please send us as much relevant supporting information as you can, including: Read more about the EC Care Package (Regulation EC 261/2004). 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. Scotland:https://www.gov.scot/publications/coronavirus-covid-19-international-travel-quarantine, Northern Ireland:https://www.nidirect.gov.uk/articles/coronavirus-covid-19-international-travel-advice, Wales:https://gov.wales/arriving-wales-overseas. It can be used to pay or part-pay for a new booking. Canadian tariffs. If you booked through a travel agent or another third party please contact them directly. Virgin Atlantic help centre Claim a refund for flight disruption If your flight has been cancelled or impacted by changes to our schedule If your flight has been cancelled or impacted by changes to our schedule Are you currently away from home? Get ready to fly. Your Travel Voucher will be in the same currency as your original booking. This policy applies to bookings made on or after 03 Mar 2021 until 15th February 2022. If your holiday is more than 6 months away, make things easier to manage by setting up a. It will be interesting to see how airline passengers, and holidaymakers in general, behave when things return to normal. Ensure you have a valid passport and ESTA (if eligible for the US Visa Waiver Program). 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. You may not need to pay any difference in the fare either see the table below for more on that. The vaccination proof used will depend on where the approved vaccine(s) were administered. No change fee will be charged however additional collection must be calculated at TSP, Rebooking onto an alternative connecting carrier will be subject to the fare rules as per CAT4 flight application. To make a change to your holiday booking, please contact us. . However, if you have already commenced travel, then the Travel Voucher is non-transferrable. 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. All re-routings involving other carriers must be notified and authorised by Virgin Atlantic before you travel. Find out more Our partnership with Delta Air Lines Connect to the UK from over 200 US cities thanks to our partnership with Delta. If the new ticket price is greater than the Travel Voucher value, the difference must be paid. Our guide to Covid-19 testing for travel. For countries that accept self-tests observed by a clinician, there isan option to have your self-test observed via video call or at a testing location. (a)Unless either we agree or applicable laws require us to do otherwise, we will only make a refund to the person who: (ii) has proved to us he or she is the person who paid for the ticket; and. 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. You will find our contact details on our Help Centre. Virgin Atlantic, meanwhile, made customers wait up to 120 days for a refund, the CAA said in its July report. We will not deduct an administration fee to make this refund. If you are entitled to a refund, it will be made according to the original form of payment. This policy is to allow for more flexibility if your plans change. Claim a refund for flight disruption | Virgin Atlantic help centre For travel from 01 Jun 21, fare difference applies with no refund if new fare is lower. (b) If your Ticket is non-refundable and you do not use all or part of it, you can still apply a refund of: (ii) fees and charges imposed by a government, other authority or airport operator; and. We're pleased to say that refund timeframes have returned to normal. If your travel date is on or after 1st September 2022, you will not be eligible to request a travel voucher, in line with our previous Commercial Policies. Supported by the continued success of vaccine roll-outs and as we gradually learn to live with Covid-19, weve also made some adjustments. Accessibility | You can cancel your holiday for one of our holiday vouchers instead up until four weeks before you fly. Opening hours: 09.00 - 12.00, Monday to Thursday. Virgin Atlantic Covid Flexibility Policy Issued 1 June 2022 From the start of the pandemic we quickly adjusted our policies for flight and package holiday bookings to provide as much flexibility as possible for our customers, including unlimited fee-free changes, recognising that Covid-19 created uncertainty for international travel. If you require a letter please email requestaletter@fly.virgin.com, with the following details: We will then send the letter to you as soon as we can. Accepted vaccine certificates include NHS COVID Pass (UK) and EU Digital COVID Certificate (EU). 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. 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. If you refresh the page or navigate awayyou'll lose your chat, and no one wants that. Pre-departure testing is required before flying to most of our destinations as it will help to keep you safe on the flight and limit Covid-19 being carried into the country you're visiting. https://help.virginatlantic.com/gb/en/make-a-change.html. Testing bundles by Virgin Atlantic: Your answer to a stress-free 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. Many Virgin Atlantic flights have been cancelled in the Covid pandemic. . All up to date details can be foundhere, and we will contact you directly if your booking is affected by any recent changes. 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). This page explains the options you can expect to be given by airline staff, and your rights according to Regulation EC261/2004 when your flight is cancelled, or delayed. Refunds do not apply as per the original fare rules. We received this letter in late December long after the companys boss said all refunds would be paid. 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. Your Travel Voucher has the same value as your original booking. It said 84% of Virgin customers surveyed were dissatisfied with the customer service they received. For purposes of travel to the United States,vaccines acceptedinclude the following FDA approved or authorized and World Health Organization (WHO) emergency use listed (EUL) vaccines: If you are an adult foreign national who is not fully vaccinated and you do not meet the exception criteria, you will not be allowed to board a flight to the United States. (b) We will pay the refund in the same currency that was used to pay for the Ticket, unless we agree otherwise. (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. This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher. Read more about our Flight Disruption Policy. It is our intention to make sure passengers from cancelled flight get to their destination at the earliest opportunity. if your new fare is 100 more than your original Economy ticket, we will waive 60 and youll just pay the 40 difference. You could try complaining to Virgin. If new travel is from 01 Jun 2021, fare difference charges may apply with no refund if new fare is lower. Limited exceptionsto the COVID-19 vaccination requirement apply: There are a very limited set of circumstances where a non-vaccinated adult foreign national can enter the US. Please enter your details to see the status of your refund request. Except where expressly stated in these terms and conditions, your Travel Voucher is non-refundable and cannot be renewed or converted to cash at any time (even if the original flight is subsequently cancelled). Accessibility | We feel we have been patient, accepting the situation faced by the airline. Canadian tariffs. If your flight was cancelled, contact your travel agent or travel provider or tour operator to rebook on the next available flight. Should your customers be unsure of their new travel dates they can rebook up to and including 31Dec 2023. BJVC1X), Your original date of departure (along with your actual date of departure, if that applies), Your original flight number (and your actual flight number if that's different), Your original date of departure along with your actual date of departure, Your original flight number along (and your actual flight number if you rebooked it). Accessibility | If you do need a test you can find details ofrecommended Covid-19 test providers here. 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 Canadian tariffs. 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. Customers impacted by anevent beyond their control,for bookings made on or before 11thof March 2020. Create a new PNR. (c) Refunds will only be made if we or our Authorised Agent issued the Ticket and authorised your refund. If your Virgin Atlantic Holiday is planned to go ahead. Rapid PCR tests are also now available with results within 3 hours. The value of your Travel Voucher will be the equivalent to your cancelled booking, and this also includes flights purchased with Flying Club points. 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. Fleming Way Fare difference may apply. You will find our contact details on our Help Centre. 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 your Virgin Atlantic Holiday is planned to go ahead. 1. New ticket must be issued, and original ticket refunded on/before revised travel date. 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. 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). However this requirement does not apply if the cause of the delay or cancellation was due to 'extraordinary circumstances' which include weather conditions and the closure of airports. If you are travelling on a reward ticket, the applicable booking class will need to be available on your new travel dates.