1. If you still want . If you need flexibility, make sure you pick a Ticket type which suits your needs. 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. Fare difference is waived if within VHQ 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. At this stage, this only applies to routes between the UK and the Caribbean. I have answers to many common questions. If you booked directly with Virgin Atlantic., please use ourCompensation application process. 120 for Premium If you need to make a change to your booking, please visit our rebooking bot and web messaging service. Virgin Holidays Refunds for Covid-19: How Much Paid? When Are They Prices from 31.50with promo codeVIRGIN21. Fax: 01293 444456 Are you currently away from home? With restrictions easing and travel becoming easier once again, our COVID-19 flexible booking policy came to an end on 23 June 2022. 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. Canadian tariffs. (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. Your Travel Voucher is valid until 31st December 2023. Canadian tariffs. Privacy policy | 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. 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. Just ask. We're always on hand to help - Whenever and however you need us. However, requirements differ by country, so we've created a checklist to help you find everything you'll need, should you need a test. Sorry, we don't seem to have a refund request based on the details you entered. Your Travel Voucher cannot be used towards a Virgin Holidays bookings. But if you have a specific flight or booking related query, drop us a line. 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). (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. If we cancel your flight you can request a refund. As ever, you should ensure you have adequate travel insurance for your trip. As ever, you should ensure you have adequate travel insurance for your trip. 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.. 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. Request a refund - Virgin Atlantic However, in fairness to Virgin Atlantic, your refund was paid very quickly after we took up your case. You can only use your Travel Voucher to book a flight with us. If the new TSP is greater than the Open Ticket value, the difference in TSP must be paid. 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. Read more to find out your rights about cancelled and delayed flights (According to Regulation EC261/2004). 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. We welcome letters but cannot answer individually. If your customer has opted for an Open Ticketfor any other reason, the residual value will be non-refundable. 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. I got my money back same day as plane was cancelled from the Bank in early May, I eventually received an Email a month later in June from Virgin Atlantic stating it would be another 60 days but money was already in my Bank using . The most accurate method is to look for molecular or genetic signs of the coronavirus. Presumably if they go under I won't get anything and I just think that's wrong. You can also rebook on a Virgin Atlantic flight to another destination. These popular help topics will help you find out what you need to know before you go. Testing bundles by Virgin Atlantic: Your answer to a stress-free 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. For holidays departing from 1st April onwards, please settle your balance 12 weeks before you are due to travel. 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. Privacy policy | On all other routes, you must wear a face mask. Cancel the original booking prior to the departure of their first flight, ensure the customers retain their E-ticket number for future rebooking. Please check and try again. Covid-19 testing | Virgin Atlantic help centre named Virgin Atlantic and Ryanair as the worst two airlines for processing refunds. 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. 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 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. 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. More information onyour options when a flight is cancelled can be found here. Canadian tariffs. If your destination accepts at-home tests, we also have easy and convenient testing bundles available with our partner Prenetics via this dedicated microsite, where you can search the country youre flying to and it will present all the tests you need, in one simple purchase, delivered to your door. Last year was horrible for all of the airlines, but Virgin Atlantic had a particularly torrid time. If you've got a question about your Virgin Atlantic Holidays booking or Virgin Atlantic flight, you'll find the answer here. While test results can be turned around very quickly, antibody testing is not typically used to screen people before travelling to another country. Refund policy . We understand that the ever-changing travel restrictions can make planning your trip difficult, so weve got you covered. Effective immediately (Tuesday 19 April), face masks will be a personal choice for our customers and people travelling in either direction between the UK and the United States. If you booked before 03 Mar 2021 and would like to make a change, check our previous flexible booking policy at the bottom of this page. Please check your T&Cs before completing the form as not all of our tickets are fully refundable. You may attempt to request a refund by contacting a Virgin Atlantic representative on +44 (0) 344 874 7747. You may not need to pay any difference in the fare either see the table below for more on that. If you booked with a third party such as a travel agent, you'll need to contact them directly to discuss any queries you may have with your travel arrangements, such as rebooking, as they are best placed to help. 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. Bookings made by credit card or debit card no longer incur a fee. Cookie statement | We're pleased to say that refund timeframes have returned to normal. Virgin Atlantic, which secured a rescue deal to secure its future during the pandemic, said a backlog of refunds was completed in November and apologised. Make a change | Help Centre | Virgin Atlantic If your flight has been cancelled or impacted - Virgin Atlantic Use our handy checklist to make sure you've got everything you need before arriving at the airport. 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. Refunds permitted should one of the following apply: 2. You can request a refund as part of the options available when you log into Manage My Booking. This policy applies to bookings made on or after 03 Mar 2021 until 15th February 2022. Contact forms | Virgin Atlantic help centre. 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). The options available to you may differ depending on when you are due to travel. Everything you need to know before you go. Register here . Your flight number will begin with the letters "VS". Terms and conditions | Virgin Atlantic Partner Hub Policies Policies From ADM to Ticketing and everything in between, you can take a look at our global policies here. Crawley Accessibility | Customers impacted by anevent beyond their control,for bookings made on or before 11thof March 2020. Passengers on through tickets involving other carriers must notify us before travel commences. Mine 28th, so they won't consider issuing a refund until after Saturday 25th - which to me seems like delay tactics. 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. As the name suggests, rapid tests don't require a lab for processing and offer the fastest results. 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. Virgin Atlantic Covid Flexibility Policy 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. 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. Bookings made by credit card or debit card no longer incur a fee. Virgin Atlantic tells customers refunds will take up to four months 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. 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. Cookie statement | 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF Canadian tariffs. Note: US citizens and legal permanent residents do not need to complete a Passenger Disclosure and Attestation form or provide Covid-19 credentials. This will result in the whole value of theOpen Ticketbeing non-refundable. If you dont need to call us straight away please wait until call holding times reduce. We do our best to stick to the times that we plan our flights but sometimes for reasons beyond our control, we need to make some changes. Applicable to customers whose flights have been impacted by: - A change that causes a misconnection on a through ticket, Rebook using the same booking class, in the same cabin, with the same origin and destination. If youd prefer a refund, we understand. To find out more pleasecontact us. 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. Your Travel Voucher will be in the same currency as your original booking. (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. Subject to availability in the same ticket class, any additional fare or seasonal supplements will be collected. Many Virgin Atlantic flights have been cancelled in the Covid pandemic. 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. Find out more Our partnership with Delta Air Lines Connect to the UK from over 200 US cities thanks to our partnership with Delta. 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. Limited exemptions to the Covid-19 vaccination requirement apply: Children under 18 years of age . Testing for travel . Bookings made by credit card or debit card no longer incur a fee. If you are entitled to a refund, it will be made according to the original form of payment. Test Pods are open 8-12pm and 1-4pm, Mon-Fri (some locations are also open at the weekend). For all flights booked with Virgin Atlantic and package holidays purchased from Virgin Holidays between 16 February 2022 and 23 June 2022 for travel up to 31st August 2022, you can change your dates as many times as you need to*, including changing your destination or make one name change** if youd like someone else to benefit from your ticket. For all new bookings from 24 June onwards, our terms and conditions will set out your options to rebook or cancel your holiday. . 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. Customers who booked on/before 11 Mar 20should be allowed a refund if impacted by governmental travel restrictions. 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. All rights reserved. Do bear in mind that any new travel arrangements are subject to availability, and there may be a difference to pay if you change your dates or cabin, and the new ticket price is higher. Did you book directly with us on the phone or online? If you made your booking through a third party or travel agent, please contact them directly to discuss your options. LAMP tests are typically conducted onsite andresults can be returned within a couple of hours. Canadian tariffs. 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. 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). 350 for Upper, For travel from 01 Jan 2023and completed by 31 Dec 23: This policy applies to bookings made on or after 06 Feb 2021 until 02 Mar 2021. 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 feel we have been patient, accepting the situation faced by the airline. 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. Bookings made by credit card or debit card no longer incur a fee. Compensation shall not apply to passengers travelling free of charge or at a reduced fare not available directly or indirectly to the public. 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. There are three main testing methods that look for different elements of the virus. Let us take the stress away with the help of our designated group travel team. Privacy policy | Its important that you make any changes before the date you were originally due to travel. 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. Get ready to fly. Book flights with Virgin Atlantic Customers travelling on a direct VS/VS* service may re-route to the same destination via a VS/VS* connection, or if travelling via a VS/VS* may rebook on direct service, subject to seats being available in the same cabin, and departure dates being within the permitted rebooking period. 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. Eg. It will be interesting to see how airline passengers, and holidaymakers in general, behave when things return to normal. Change fees and TSP as per rebooking policies above. You will find our contact details on our Help Centre.. Alternatively, please contact your travel agent. Please include a daytime phone number. 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. 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. 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. If youve booked directly with Virgin Atlantic and you are ready to rebook, then you will need to get in touch for some help. Find out which type of Covid-19 test you need. If the new ticket price is higher than the amount of Flying Club points and your Travel Voucher value, the difference must be paid. 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. If you haven't found what you were looking for, choose the webform for your question and we'll get back to you as soon as possible. Compensation claims can not be processed at the airport. 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 your booking was made through a tour operator, travel agent or other airline, please contact them directly to discuss your options. Reissue the original ticket/s to the new PNR collecting all TSP where applicable. Virgin Atlantic - COVID-19 - anyone managed to get a refund? If the new ticket price is greater than the Travel Voucher value, the difference must be paid. Your Travel Voucher cannot be used to buy tickets for group bookings, other products such as seats or excess baggage or used at the airport. Our intention is to be able to process all refunds raised in October within 30 days and, once the whole backlog is cleared, return to 7 and 14 day time frames for Virgin Atlantic and Virgin Holidays respectively. Virgin Atlantic, meanwhile, made customers wait up to 120 days for a refund, the CAA said in its July report. 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. Find out what you can and can't take with you on your flight. 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). Supported by the continued success of vaccine roll-outs and as we gradually learn to live with Covid-19, weve also made some adjustments. (modern). The right to compensation applies only to customers holding confirmed reservations on the flight concerned who have presented themselves and completed all check in procedures at least 60 minutes before the scheduled departure time of the flight concerned. For specific entries or formats, please refer to you GDS Helpdesk. 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. Fare difference is waived if all travel is completed by 31 May 21. You must provide contact information within 72 hours of departure. 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. How we can help when your flight is cancelled or delayed. Flexible no change fees policy | Virgin Atlantic 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. Just 13% for both airlines were happy with their experience. 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. 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. Using our forms is often the easiest way to solve your problem. The statutory loss for 2021 narrowed . 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. Use value of original ticket towards a new ticket is allowed. You can easily add on additional . 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. Terms and conditions | However, if you have already commenced travel, then the Travel Voucher is non-transferrable. Depending on your destination, you'll likely need to have a negative test result before you can fly. Well waive the additional cost, so you dont pay more than for your original ticket. 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. If your destination requires it, you should complete your test and receive your fit-to-fly certificate before your international flight. Are you travelling with Virgin Atlantic Holidays? (a) If you have bought a non-refundable Ticket, you should take out travel insurance in case you need to cancel. This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher. If you are travelling up to 31st March 2022,you have until eight weeks before your departure instead of 12 to pay the balance. The mask rules that apply will depend on the route youre flying, because requirements differ by market. 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. Bookings made by credit card or debit card no longer incur a fee. 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. The ability to make unlimited date changes without admin fees applies to Virgin Atlantic bookings made between 3rdMarch 2021 and 23rd June 2022. You can use your voucher to purchase a future Virgin Atlantic flight to any of our destinations. Canadian tariffs. It can be used to pay or part-pay for a new booking. 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. This page will tell you everything you need to know about your options if your flight has been changed or cancelled.
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