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. Opening hours: 09.00 - 12.00, Monday to Thursday. It said 84% of Virgin customers surveyed were dissatisfied with the customer service they received. 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. If your flight is scheduled to operate and youre unable to travel, you may find the best option is to rebook your ticket. If the new ticket price is greater than the Travel Voucher value, the difference must be paid. 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). 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 We're pleased to say that refund timeframes have returned to normal. Cookie statement | Register here, If your flight has been cancelled or impacted by changes to our schedule. You can use your Travel Voucher to purchase a new ticket combined with Flying Club points. If you made your booking through a third party or travel agent, please contact them directly to discuss your options. Customers who booked on/before 11 Mar 20should be allowed a refund if impacted by governmental travel restrictions. Pre-travel advice guide. 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. Accessibility | If you still want to cancel, we understand. Fare difference may apply. Terms and conditions | Bookings made by credit card or debit card no longer incur a fee. Rebook travel in the same booking class, or; If original booking class isnt available, re-book in the lowest available class in the same cabin. . 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. If the same booking class is not available, please rebook into the lowest available booking class in the same cabin. Your Travel Voucher cannot be used towards a Virgin Holidays bookings. Fleming Way On all other routes, you must wear a face mask. 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. 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. 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. 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? Virgin Atlantic could face enforcement action over refund delays However, in fairness to Virgin Atlantic, your refund was paid very quickly after we took up your case. You may attempt to request a refund by contacting a Virgin Atlantic representative on +44 (0) 344 874 7747. You can contact us via WhatsApp Web if you're on a desktop, or your normal app on your mobile. Canadian tariffs. **Name changes can only be applied on tickets which have not yet been used for travel, this does not extend to part travelled tickets. For all flights, make sure you understand theConditions of Carriageand for package holidays, theterms and conditionswill set out your options. It can be used to pay or part-pay for a new booking. For travel from 01 Jun 21, fare difference apply. If you booked withVirgin Holidays, or through another website or travel agent, please contact them directly for your options. The requirement for a pre-departure Covid-19 test, will depend on the country youre flying to and its protocols, which may differ according to vaccination status. However, requirements differ by country, so weve created a checklist to help you find everything youll need, should you need a test. If the new ticket price is greater than the voucher value, you just need to pay the difference in fare. ExpressTestofferRapid Antigen tests with results in 30 mins. Submission and publication of all letters is subject to our terms and conditions, Original reporting and incisive analysis, direct from the Guardian every morning, 2023 Guardian News & Media Limited or its affiliated companies. These policies apply to all ticket types (including those that would normally be non-changeable) and all booking classes (including Economy Light) on all routes in Virgin Atlantics international network, and for tickets booked with us on our codeshare flights - including our partners Delta, Air France and KLM. Our guide to Covid-19 testing for travel. Your Travel Voucher is valid until 31st December 2023. Use our handy checklist to make sure you've got everything you need before arriving at the airport. You can easily add on additional . The options available to you may differ slightly depending on when you made your flight booking, and the type of ticket you have. 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. Alternatively, you can give yourself more time to pay by postponing your holiday to a later date. The removal of all remaining UK travel restrictions in March 2022 and easing of requirements in most of our destinations means travel is much easier once again. We're always on hand to help - Whenever and however you need us. 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. Refunds do not apply as per the original fare rules. 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. Canadian tariffs. We understand that you may be unsure of your travel plans. Refund policy Refund Policy Virgin Atlantic Global Refund Policy All refund transactions for tickets issued are to be managed via your GDS, including calculating, processing and reporting. 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. If an additional credit has been applied to your Travel Voucher as a result of a cancelled flight, the value of the credit can be used towards your new flight booking. The VirginAtlantic Holidays team are here seven days a week and we're ready to help. 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. This policy applies to bookings made on or after 06 Feb 2021 until 02 Mar 2021. If you do need a test you can find details ofrecommended Covid-19 test providers here. You will find our contact details on our Help Centre.. Alternatively, please contact your travel agent. . 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. Virgin still refusing to do anything with my request for refund - when was your flight scheduled for? If your flight has been cancelled by us, you can choose an alternative flight under comparable transport conditions, on a date at your convenience, to get you to your final destination. Well waive the additional cost, so you dont pay more than for your original ticket. You have your 6-digit alphanumeric booking reference starting with A to G (e.g. Any applicable refunds relate to the airfare portion of the inclusive package, and not the whole cost of the holiday. The vaccination proof used will depend on where the approved vaccine(s) were administered. Fare difference is waived if within Once a refund has been processed it will be returned to the original form(s) of payment. Terms and conditions | 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. 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. You booked directly with Virgin Atlantic, and not a travel agent or third party company. 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. A booking for a third party using your Travel Voucher must be made at least seven days before departure. Name changes can only be applied on tickets that have not yet been used for travel, this does not extend to part travelled tickets. . 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 However, requirements differ by country, so we've created a checklist to help you find everything you'll need, should you need a test. Virgin Atlantic and Virgin Holidays promise to pay outstanding refunds Fly Ready - Virgin Atlantic 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). Subject to availability in the same ticket class, any additional fare or seasonal supplements will be collected. Airlines like Virgin Atlantic and British Airways should face "strong action" from regulators for refusing to issue refunds to customers complying with England's new tier 4 Covid. 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. These popular help topics will help you find out what you need to know before you go. Terms and conditions | A parent or other legal guardian may attest on behalf of a passenger aged 2 to 17 years. United Kingdom. Nothing. Testing bundles by Virgin Atlantic: Your answer to a stress-free 1. You might need to allow up to 14 days for the money to show on your account depending on your payment method and provider, or if a Bank Holiday falls during the period of time. Give me a try! A3B2DE). 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF 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. This aligns with our existing mask policy on services between the UK and the Caribbean. 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. You can now rebook through our new web messaging service from 8am to 8pm UK time. 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. You can make a booking on behalf of someone else using your Travel Voucher. You can even make a booking for someone else using your Travel Voucher. Find out what you can and can't take with you on your flight. If we cancel your flight you can request a refund. You can use your voucher to purchase a future Virgin Atlantic flight to any of our destinations. You may also wish to Claim money for delay or cancellation. About Virgin Atlantic If you are travelling imminently or think rebooking or rerouting is not suitable for you, our team can also discuss other options with you. Customers opting for Open Ticket are accepting a credit for future travel which will waive all previous T&Cs of the original ticket. 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. (c) Refunds will only be made if we or our Authorised Agent issued the Ticket and authorised your refund. Accessibility | I have answers to many common questions. When the flights were cancelled in May we requested a refund as, at the ages of 72 and 74, and with health conditions, we could not be certain of our future ability to fly and were therefore unable to accept credits.Many months on we are still waiting. Also, this one's just for making changes to your date or destination, so if you need help with anything else,pleaselog intoMy booking. Your Travel Voucher has the same value as your original booking. 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 re-routings involving other carriers must be notified and authorised by Virgin Atlantic before you travel. But if you have a specific flight or booking related query, drop us a line. Virgin Atlantic Partner Hub Policies Policies From ADM to Ticketing and everything in between, you can take a look at our global policies here. Plans change. If youd like to rebook instead, were here to support you. 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. Did you book directly with us on the phone or online? This method checks if you have immunity against Covid-19 but can't tell you if you currently have the virus. *Please note thatfare difference charges (the additional cost of airfare, taxes, and airline fees, on your reissued airline ticket) arewaived if new travel is completed by 31 May 2021. visa, if applicable. Hi, I'm Amelia, the Virgin Atlantic help bot. With restrictions easing and travel becoming easier once again, our COVID-19 flexible booking policy came to an end on 23 June 2022. 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. Please include a daytime phone number. 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. 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. Cookie statement | It had processed about 550m of cash . We encourage everyone to be respectful of fellow passengers mask preferences. While test results can be turned around very quickly, antibody testing is not typically used to screen people before travelling to another country. 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. Your Travel Voucher will be in the same currency as your original booking. 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. Read more to find out your rights about cancelled and delayed flights (According to Regulation EC261/2004). Terms and conditions | Cookie statement | You may not need to pay any difference in the fare either see the table below for more on that. Voucher terms and conditions can be found here. Collinsonoffer Rapid Antigen and Antibody tests with results within 60 mins. national lockdowns, Waived if all travel is completed by 31 May 21, 01 Jun 21until 31 Dec 22: This policy is to allow for more flexibility if your plans change. Virgin Atlantic Holidays customers already on holiday should make immediate contact with their nearest Virgin Atlantic Holidays representative. 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. 350 for Upper, For travel from 01 Jan 2023and completed by 31 Dec 23: If you refresh the page or navigate awayyou'll lose your chat, and no one wants that. 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). To find out more pleasecontact us. From bulkheads to exit rows, here's all you need to know about seating on board our aircraft. Subject to availability. For all new bookings from 24 June 2022 onwards, the terms to change your booking will depend on your type of ticket. 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. Presumably if they go under I won't get anything and I just think that's wrong. Bookings made by credit card or debit card no longer incur a fee. The attestation form is available here or for added convenience, you can complete this digital attestation form. Just 13% for both airlines were happy with their experience. 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. 60 for Economy Airline refunds: 'We're still waiting after five months' - BBC News We've all got baggage. Privacy policy | If you opt for the open ticket, we have some exclusive offers available to make your credit with us go even further. (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. Around the world, flyers on cancelled flights have been waiting for their due refunds. Did you book with a travel agent? Bookings made by credit card or debit card no longer incur a fee. 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. 10.4General information relating to refunds. Depending on your destination, you'll likely need to have a negative test result before you can fly. 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. Flexible no change fees policy | Virgin Atlantic Please send us as much relevant supporting information as you can, including: Read more about the EC Care Package (Regulation EC 261/2004). If you have received a Travel Voucher for any other reason, the residual value will be non-refundable. Due to the ongoing situation with COVID-19 we are temporarily suspending the carriage of unaccompanied minors, aged 5 to 11 years . Once weve received and accepted your refund request, well credit your refund within the normal timeframe to your original form(s) of payment. You can rebook to travel any time up to 31st December 2023. Refunds | Conditions of carriage | Policies - Virgin Atlantic Replacement customers are permitted per ticket within a PNR. Canadian tariffs. We have options available to help. order your home test online by 2pm for DPD Next Day Delivery. Supported by the continued success of vaccine roll-outs and as we gradually learn to live with Covid-19, weve also made some adjustments. 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. Virgin Atlantic Narrows Loss, Sees Return to Profit Next Year 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. (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. Let us take the stress away with the help of our designated group travel team. No change fee will be charged however additional collection must be calculated at TSP, Where a change to outbound date occurs, return date may be changed to protect the original length of the trip within the permitted travel period, 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. And if they do, we're here to help. The ability to make unlimited date changes without admin fees applies to Virgin Atlantic bookings made between 3rdMarch 2021 and 23rd June 2022. Virgin Atlantic Covid Flexibility Policy In January 2020 we paid 1,163 to Virgin Atlantic for return flights for a July visit to see our grandchildren in Boston. If your Virgin Atlantic Holiday is planned to go ahead. It also includes Flying Club redemption bookings. Crawley 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. In the United States, the policies have changed dramatically after the COVID-19 pandemic, with some airlines wildly shifting policies. We left a WhatsApp text as requested but still nothing. If your booking was made through a tour operator, travel agent or other airline, please contact them directly to discuss your options. 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. The most accurate method is to look for molecular or genetic signs of the coronavirus. Virgin Holidays Refunds for Covid-19: How Much Paid? When Are They Claim a refund: It remains a dynamic time for International travel, and we continue to review our holiday schedules regularly and monitor the Covid-19 situation closely. Legal & Privacy Policy: The information entered on the page will not be used to send unsolicited email. The value of your Travel Voucher will be the equivalent to your cancelled booking, and this also includes flights purchased with Flying Club points. Weve updated our rebooking policies below to ensure you have the flexibility you need with your upcoming travel plans. A refund of your flight booking based upon the terms and conditions of your ticket. Cookie statement | 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. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF