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. Fare difference is waived if all travel is completed by 31 May 21. 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. Travel advice . Routes where face masks onboard are a personal choice: Services to or from the USA, Pakistan, Barbados, St Lucia, Antigua, Grenada, The Bahamas, Jamaica, St Vincent & The Grenadines, Trinidad & Tobago and Tel Aviv. Please check and try again. Privacy policy | 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 Read more to find out your rights about cancelled and delayed flights (According to Regulation EC261/2004). Cookie statement | A booking for a third party using your Travel Voucher must be made at least seven days before departure. Covid-19 testing | Virgin Atlantic help centre 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. More next week. Name changes can only be applied on tickets that have not yet been used for travel, this does not extend to part travelled tickets. Cookie statement | 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. In this case, your refund might take a little longer than usual. If you booked directly with Virgin Atlantic., please use ourCompensation application process. 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. This policy applies to bookings made on or after 06 Feb 2021 until 02 Mar 2021. Fly Ready - Virgin Atlantic VHQ Privacy policy | Cancel the original booking prior to the departure of their first flight, ensure the customers retain their E-ticket number for future rebooking. Virgin Atlantic Partner Hub Policies Policies From ADM to Ticketing and everything in between, you can take a look at our global policies here. Unless customers areaffected by events beyond control (see below), Definition of events beyond your control, Positive COVID-19 tests and instructed to self-isolate by the NHS or local health authorities, Unable to board return flight due to requiring to quarantine at destination, Governmental restrictions and requirements (travel ban and/or cancellation of a travel visa). You can use your Travel Voucher to purchase a new ticket combined with Flying Club 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. 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. . Prices from 17with up to 20% off for Virgin Atlantic customers. Return to refunds Page . Virgin Atlantic Covid Flexibility Policy 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. 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. 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. 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. COVID-19: Ryanair and Virgin Atlantic rated worst in refunds survey 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. order your home test online by 2pm for DPD Next Day Delivery. It said 84% of Virgin customers surveyed were dissatisfied with the customer service they received. Cookie statement | 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. Any corrections made outside of the policy will be subject to ADM as part of the audit process. You will find our contact details on our Help Centre. West Sussex Our guide to Covid-19 testing for travel. 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. Pre-travel advice guide. You may attempt to request a refund by contacting a Virgin Atlantic representative on +44 (0) 344 874 7747. 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. 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. Post your sample using the included pre-paid return envelope. Canadian tariffs. If you refresh the page or navigate awayyou'll lose your chat, and no one wants that. You can visit Rebook Me form,where you will find details on how to access our rebooking bot and web messaging service. Your booking may also need to be re-fared to reflect the new itinerary please see Article 7.2 for more information. Please send us as much relevant supporting information as you can, including: Read more about the EC Care Package (Regulation EC 261/2004). 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). So we've sorted out the antigens from the antibodies to help you book the right test with one of our trusted partners. In January 2020 we paid 1,163 to Virgin Atlantic for return flights for a July visit to see our grandchildren in Boston. Virgin Atlantic Narrows Loss, Sees Return to Profit Next Year You can use your voucher to purchase a future Virgin Atlantic flight to any of our destinations. We are not responsible for any third party fees. For example, NHS test results should not be used for travel, and some countries we fly to don't accept the results from self administered tests. We understand that the ever-changing travel restrictions can make planning your trip difficult, so weve got you covered. Crawley 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF 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. 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 youre sure you meet the criteria, you must bring documentation as applicable, confirming eligibility. (a) Some Tickets are sold at discounted fares and may be partly or completely non-refundable if you cancel your booking. Refund Policy - Virgin Atlantic Accessibility | Refunds permitted should one of the following apply: 2. Your Travel Voucher has the same value as your original booking. This will result in the whole value of theOpen Ticketbeing non-refundable. 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 the new TSP is greater than the Open Ticket value, the difference in TSP must be paid. 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. Cookie statement | Policies - Virgin Atlantic 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 . 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. 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. Register here Email us at consumer.champions@theguardian.com. You can rebook to travel any time up to 31st December 2023. 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. The value of your Travel Voucher will be the equivalent to your cancelled booking, and this also includes flights purchased with Flying Club points. Plans change. If you do need a test you can find details ofrecommended Covid-19 test providers here. There's no expiry date to use your VirginAtlantic Holidays voucher, you'll just need to make sure you book to travel by 31st December 2023. On all other routes, you must wear a face mask. To rebook your flight, simply complete the Rebook self-service form and follow the instructions. Virgin Atlantic and Virgin Holidays promise to pay outstanding refunds This policy is to allow for more flexibility if your plans change. Find out what you can and can't take with you on your flight. There may be other charges to pay under our standardVirgin Holidays terms and conditionsor on theconditions of carriage for Virgin Atlantic. 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. 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. 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). Limited exemptions to the Covid-19 vaccination requirement apply: Children under 18 years of age . Just ask. Depart and Return Calendar Use enter to open, escape to close the calendar, page down for next month and page up for previous month, Depart date not selected Return date not selected Depart Return 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. 3) Can't wait for your cash back? 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. Create a new PNR. Governmental restrictions and requirements (travel ban and/or cancellation of a travel visa). Passengers on package holidays must refer to their tour operators who may not operate the same policy. Requirements to enter the United States by air from 12 June 2022: US citizens and legal permanent residents. If your booking was made through a tour operator, travel agent or other airline, please contact them directly to discuss your options. 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. In the United States, the policies have changed dramatically after the COVID-19 pandemic, with some airlines wildly shifting policies. All up to date details can be foundhere, and we will contact you directly if your booking is affected by any recent changes. We want to make sure every part of your experience with us is amazing, from researching where and when to fly and choosing the best ticket, to letting you know your options if your plans change or go astray. Compensation shall not apply to passengers travelling free of charge or at a reduced fare not available directly or indirectly to the public. 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. 350 for Upper, For travel from 01 Jan 2023and completed by 31 Dec 23: 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. Replacement customers are permitted per ticket within a PNR. (modern). If you still want to cancel, we understand. Virgin Atlantic boss promises refunds will be paid by end of - The Sun Claim a refund: We'll be in touch with you if your holiday is affected. Register here, If your flight has been cancelled or impacted by changes to our schedule. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF 1 Email: refunds.hq@fly.virgin.com If you've got a question about your Virgin Atlantic Holidays booking or Virgin Atlantic flight, you'll find the answer here. 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. Contact forms. All foreign national visitors aged 18 or over to the US must be fully vaccinated (unless exempt) and present proof of full vaccination. 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 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. 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. We will not deduct an administration feeto make this refund. Bookings made by credit card or debit card no longer incur a fee. 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. Virgin Atlantic help centre Travel advice USA travel advice USA travel advice. Canadian tariffs. Refunds | Conditions of carriage | Policies - Virgin Atlantic 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. A parent or other legal guardian may attest on behalf of a passenger aged 2 to 17 years. 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. 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. Canadian tariffs. You'll then be sent a refund request number, which Virgin says could take seven to 10 days. Last year was horrible for all of the airlines, but Virgin Atlantic had a particularly torrid time. For all flights, make sure you understand theConditions of Carriageand for package holidays, theterms and conditionswill set out your options. (b) We will pay the refund in the same currency that was used to pay for the Ticket, unless we agree otherwise. If you booked before this and would like to make a change, check out ourearlier policies. If your destination requires it, you should complete your test and receive your fit-to-fly certificate before your international flight. Virgin Atlantic Faces Penalties for Not Refunding Passengers Using our forms is often the easiest way to solve your problem. Flexible no change fees policy | Virgin Atlantic 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. Are you travelling with Virgin Atlantic Holidays? . 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. Bookings made by credit card or debit card no longer incur a fee. Canadian tariffs. (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. Virgin Atlantic COVID-19 Cover policy details This policy covers every existing Virgin Atlantic booking, as well as new reservations made for travel between Aug. 24, 2020 to Mar. You can only use your Travel Voucher to book a flight with us. At this stage, this only applies to routes between the UK and the Caribbean. Terms and conditions | All rights reserved. *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. For more detailed information about your package holiday rights, please head over to the Virgin Atlantic Holidays website. Testing bundles by Virgin Atlantic: Your answer to a stress-free Generally, the longer it takes to process the test results, the more accurate it is. Log in to 'My booking' and look for the chat button to get started. (c) Even if you hold a non-refundable Ticket, we will refund the unused portion if you are entitled to a refund under Regulation 261/2004, other applicable laws or under an express right in these Conditions of Carriage. These popular help topics will help you find out what you need to know before you go. However, if you have already commenced travel, then the Travel Voucher is non-transferrable. Hi, I'm Amelia, the Virgin Atlantic help bot. To find out more pleasecontact us. 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. Request a refund - Virgin Atlantic **Name changes can only be applied on tickets which have not yet been used for travel, this does not extend to part travelled tickets. 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 one-way trips, apply 50% of the respective amounts. 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. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF The mask rules that apply will depend on the route youre flying, because requirements differ by market. Customers who booked on/before 11 Mar 20should be allowed a refund if impacted by governmental travel restrictions. In the UK, Project Screentake the stress out of finding which tests you need for travel. Customers wishing to travel to the same destination via a different departure airport. If the same booking class is not available, please rebook into the lowest available booking class in the same cabin.
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