If you made your booking through a third party or travel agent, please contact them directly to discuss your options. We understand that the ever-changing travel restrictions can make planning your trip difficult, so weve got you covered. You may also wish to Claim money for delay or cancellation. If youd like to rebook instead, were here to support you. Well 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. The Covid-19 crisis almost tipped Virgin Atlantic into collapse in 2020, and it's needed fresh funding from founder Richard Branson as recently as December. Find out more Our partnership with Delta Air Lines Connect to the UK from over 200 US cities thanks to our partnership with Delta. Due to the limited testing capacity at airports, we highly recommend booking an appointment in advance and arriving early at the airport to allow the extra time you need for your test to be processed. Bookings made by credit card or debit card no longer incur a fee. Cancel the original booking prior to the departure of their first flight, ensure the customers retain their E-ticket number for future rebooking. If your travel date is on or after 1st January 2023, you will not be eligible to request a travel voucher, in line with our previous Commercial Policies. If you need flexibility, make sure you pick a Ticket type which suits your needs. If you booked before 06 Feb 2021 and would like to make a change, check our previous flexible booking policy at the bottom of this page. Virgin Atlantic Holidays customers already on holiday should make immediate contact with their nearest Virgin Atlantic Holidays representative. Your flight number will begin with the letters "VS". If you booked with Virgin Holidays, help is available viaCustomer support. 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. Return to refunds Page . As you would expect, our telephone lines can be busy and we sometimes have long call waiting times, for which we apologise. Requirements to enter the United States by air from 12 June 2022: US citizens and legal permanent residents. Create a new PNR. Privacy policy | Also, this one's just for making changes to your date or destination, so if you need help with anything else,pleaselog intoMy booking. Everything you need to know before you go. 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. Cancellations and refunds. Compensation shall not apply to passengers travelling free of charge or at a reduced fare not available directly or indirectly to the public. As travel restrictions continue to ease for many countries we fly to, health and safety remains our number one priority and we continuously review all our Covid-19 health measures. Customers who booked on/before 11 Mar 20should be allowed a refund if impacted by governmental travel restrictions. 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). Its important that you make any changes before the date you were originally due to fly, or we wont be able to amend your booking. In the UK, Project Screentake the stress out of finding which tests you need for travel. Project Screen offer all PCR and Lateral Flow Antigen Home Tests, includingObserved PCR Testsvia a Telehealth consultation at home or at one of their Test Pods in 25+ UK locations. 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. Shai Weiss, the boss of Virgin Atlantic, which last month secured a 1.2billion rescue deal, said outstanding requests for refunds will be paid by the end of next month. Well 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 see below for earlier policies. Just hit the chat button on the bottom right of this page. Search for a Virgin Atlantic flight round-trip, multi-city or more. 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 are not entirely convinced, but are happy your money has been returned. Nothing. 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. 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. Opening hours: 09.00 - 12.00, Monday to Thursday. However, in fairness to Virgin Atlantic, your refund was paid very quickly after we took up your case. A3B2DE). The vaccination proof used will depend on where the approved vaccine(s) were administered. 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. For more detailed information about your package holiday rights, please head over to the Virgin Atlantic Holidays website. As ever, you should ensure you have adequate travel insurance for your trip. Please contact the issuing agency or carrier directly for assistance. You cannot combine a Travel Voucher with any other voucher issued by our Customer Care team. It remains a dynamic time for International travel, and we continue to review our holiday schedules regularly and monitor the Covid-19 situation closely. Your itinerary has been emailed to the following address. 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). Some countries may also require a test to be taken after you land, which helps to shorten the time spent in quarantine. Bookings made by credit card or debit card no longer incur a fee. This list will expand as regulatory requirements for destinations allow. Privacy policy | Many Virgin Atlantic flights have been cancelled in the Covid pandemic. Are you currently away from home? You can use your voucher to purchase a future Virgin Atlantic flight to any of our destinations. Please bear in mind that our standard cancellationterms and conditionsapply, and you may only be eligible for a partial refund. We received this letter in late December long after the companys boss said all refunds would be paid. Got questions about your Flying Club membership or points? 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. If your destination requires it, you should complete your test and receive your fit-to-fly certificate before your international flight. 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. For direct bookings made via the Virgin Atlantic website or contact centre only; call our flight disruption line on: +44 (0) 344 209 8711 in the UK, or 1-800-862-8621 in the USA. Were here to help. Register here 10.4General information relating to refunds. (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. From 16th March customers and crew have the personal choice whether to wear a face mask onboard, on routes where international regulations around mask-wearing do not apply. 3) Can't wait for your cash back? Your Travel Voucher will be in the same currency as your original booking. If youd prefer a refund, we understand. We will not deduct an administration feeto make this refund. We delivered on our previous timeframe commitments, except for a very small number of administrative issues, related primarily to outstanding bank details that were required from the customer to process the refund.. We are owed 1,163 for cancelled flights and have been waiting for many months. Use our new WhatsApp service. If you booked directly with Virgin Atlantic., please use ourCompensation application process. You can request a refund as part of the options available when you log into Manage My Booking. However, if you have already commenced travel, then the Travel Voucher is non-transferrable. Refund policy . If you are travelling on a reward ticket, the applicable booking class will need to be available on your new travel dates. Supported by the continued success of vaccine roll-outs and as we gradually learn to live with Covid-19, weve also made some adjustments. For travel from 01 Jun 21, fare difference apply. Any applicable refunds relate to the airfare portion of the inclusive package, and not the whole cost of the holiday. If you booked direct with us and chose to get a travel voucher because of Covid-19 travel restrictions, you can rebook by hitting the chat button right here, or by logging intoMy Booking. Contact forms | Virgin Atlantic help centre. Should your customers be unsure of their new travel dates they can rebook up to and including 31Dec 2023. Find your voucher inManage my booking, make a note of the unique code and head over to our websitewww.virginholidays.co.ukto start planning your next getaway. Canadian tariffs. Refunds do not apply as per the original fare rules. Post your sample using the included pre-paid return envelope. It was the only airline threatened with action by the regulator, which reviewed. For all new bookings from 24 June onwards, our terms and conditions will set out your options to rebook or cancel your holiday. Everything you need to know about travelling with the family or children flying alone, Planning a group trip? If you dont use the full value of your additional credit, it will be lost and will not be retained as a credit for future use. This method looks for proteins from the virus rather than molecular or genetic indicators. 1 You can only use your Travel Voucher to book a flight with us. 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. Bookings made by credit card or debit card no longer incur a fee. You'll find the answer to most questions here. 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. Fare difference applies. 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. Everything you need to know before you head to the airport, from the latest travel restrictions and alerts to visa requirements and USA airport guides. While test results can be turned around very quickly, antibody testing is not typically used to screen people before travelling to another country. You booked directly with Virgin Atlantic, and not a travel agent or third party company. 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. 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 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. If youve booked directly with Virgin Atlantic and you no longer wish to travel, then you will need to get in touch for some help. We'll do everything we possibly can to keep any inconvenience to the minimum, and make any waiting time as comfortable and stress-free as possible. Depending on your destination, you'll likely need to have a negative test result before you can fly. If you need flexibility, make sure you pick a Ticket type which suits your needs. (c) we refuse to carry you on a flight for any of the reasons set out in Article 12, Article 13, Article 15 or Article 16. A refund of your flight booking based upon the terms and conditions of your ticket. How to rebook your flight using a travel voucher If you booked direct and changed your booking to a travel voucher due to travel restrictions related to Covid-19 you can rebook your flight by calling our Customer Centre or online by logging into My Booking or using our chat bot. Last year was horrible for all of the airlines, but Virgin Atlantic had a particularly torrid time. The options available to you may differ depending on when you are due to travel. Please check your T&Cs before completing the form as not all of our tickets are fully refundable. All remaining COVID-19 restrictions will be removed for UK arrivals. 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. Please send us as much relevant supporting information as you can, including: Read more about the EC Care Package (Regulation EC 261/2004). 60 for Economy 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. Accessibility | *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. Your Travel Voucher cannot be used towards a Virgin Holidays bookings. I have answers to many common questions. 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. (b) We will pay the refund in the same currency that was used to pay for the Ticket, unless we agree otherwise. Please dont worry if it takes a few days to get back to you, just keep your booking reference safe. Terms and conditions | Reissue the original ticket/s to the new PNR collecting all TSP where applicable. You can visit Rebook Me form,where you will find details on how to access our rebooking bot and web messaging service. 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. Terms and conditions | 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF For all new bookings from 24 June 2022 onwards, the terms to change your booking will depend on your type of ticket. If you have received a Travel Voucher for any other reason, the residual value will be non-refundable. Virgin Atlantic said: We recognise that at the height of the pandemic, the huge volume of refund requests we received, combined with the constraints on our teams and systems, meant that refunds took longer than usual to process, and we sincerely apologise to our customers for this. In the United States, the policies have changed dramatically after the COVID-19 pandemic, with some airlines wildly shifting policies. In January 2020 we paid 1,163 to Virgin Atlantic for return flights for a July visit to see our grandchildren in Boston. New ticket must be issued, and original ticket refunded on/before revised travel date. We left a WhatsApp text as requested but still nothing. 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. Welcome to help centre. Our Flex fares offer added choice and weve extended the ability to pay for a change for any reason to Economy Light customers, ensuring that this summer and beyond, customers can pick the option that best suits them. Register for your appointment with Collinson. Terms and conditions | All flights booked using your customers Open Ticket must completed by 31 Dec 2023. Its important that you make any changes before the date you were originally due to travel. You might need to allow up to 14 working days for the money to show in your account depending on your payment method and provider, or if theres a Bank Holiday. 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. 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. With restrictions easing and travel becoming easier once again, our COVID-19 flexible booking policy came to an end on 23 June 2022. 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. You can also check thecheck the status of your flights here. Bookings made by credit card or debit card no longer incur a fee. If your customer has opted for an Open Ticketfor any other reason, the residual value will be non-refundable. Collinsonoffer Rapid Antigen and Antibody tests with results within 60 mins. 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). A growing number of airports are offering a streamlined travel experience with rapid in-person testing on site, providing accurate results while you wait for your flight. Alternatively, you can give yourself more time to pay by postponing your holiday to a later date. And if they do, we're here to 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. Use value of original ticket towards a new ticket is allowed. You'll just need to use your ticket by 31st December 2023. (c) Refunds will only be made if we or our Authorised Agent issued the Ticket and authorised your refund. 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 Just 13% for both airlines were happy with their experience. We have options available to help. It can be used to pay or part-pay for a new booking. Bookings made by credit card or debit card no longer incur a fee. Mine 28th, so they won't consider issuing a refund until after Saturday 25th - which to me seems like delay tactics. Log in to 'My booking' and look for the chat button to get started. If new travel is from 01 Jun 2021, fare difference charges may apply with no refund if new fare is lower. Should we need to reschedule or cancel a flight, we will always be in touch with affected customers and provide your options, including rebooking or refund if we cancel your flight, prioritising those with the most imminent travel plans. 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. This policy applies to bookings made on or after 03 Mar 2021 until 15th February 2022. 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. Read more to find out your rights about cancelled and delayed flights (According to Regulation EC261/2004). *Name changes can only be applied on tickets that have not yet been used for travel, this does not extend to part travelled tickets. Governmental restrictions and requirements (travel ban and/or cancellation of a travel visa). Accessibility | If you are travelling up to 31st March 2022,you have until eight weeks before your departure instead of 12 to pay the balance. It is our intention to make sure passengers from cancelled flight get to their destination at the earliest opportunity. 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. 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. With so many different requirements and test providers to choose from, it can difficult to know where to start. Email: refunds.hq@fly.virgin.com If youve missed a payment or just need a little more time, don't worry. 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). If the new TSP is greater than the Open Ticket value, the difference in TSP must be paid. Virgin Atlantic, meanwhile, made customers wait up to 120 days for a refund, the CAA said in its July report. This policy is in place for customers and crew, only on routes where international regulations around mask-wearing do not apply. To find out more pleasecontact us. *In the UK, 'fully vaccinated' means you have completed the full course of an approved vaccine (either two doses of a two-dose vaccine or one dose of a single dose vaccine), at least two weeks before travelling and can show evidence of this. VHQ 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. Register here, If your flight has been cancelled or impacted by changes to our schedule. Itmust be completed within the 24 hours before departure. If you still want . Limited exemptions to the Covid-19 vaccination requirement apply: Children under 18 years of age . Virgin Atlantic help centre Travel advice USA travel advice USA travel advice. For specific entries or formats, please refer to you GDS Helpdesk. This method checks if you have immunity against Covid-19 but can't tell you if you currently have the virus. If you still want to cancel, we understand. Rapid tests are often called Antigen or Lateral Flow tests and provide results in under 30 minutes. Privacy policy |
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