The last 6 months have been the toughest in our history, as they will have been for many of you. Despite the amazing efforts of our teams, at times we have not lived up to your expectations of us.
We know we need to rebuild your trust in us and we will do everything in our power to achieve that. We have always been, and remain committed to, refunding every customer who has requested one from us. We are working hard to increase processing capability and unlock some of the systems constraints we face.
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.
Our commitment is to ensure every customer flies safe and well and returns to the skies with us with confidence We are also committed to working alongside our industry partners to unlock travel restrictions and support public health by pressing for urgent government action to enable passenger testing I truly hope that as demand returns and confidence continues to grow, we will have the pleasure of welcoming you back on board.
There are currently temporary terminal changes at London Heathrow and a number of other airports that we fly from - find out more. Due to the ongoing situation with COVID we are temporarily suspending the carriage of unaccompanied minors, aged 5 to 11 years old. This decision has been made with the health and safety of our people and customers at the front of our minds. We apologise for any inconvenience caused by this temporary change in policy.
We are in the process of contacting customers with bookings made for unaccompanied minors. If you have paid for a seat in our upper deck, you will be refunded. There is no V-room at London Heathrow, so any bookings will be refunded automatically. Entry to the Number 1 lounge is available here. Upper Class customers and Gold Card holders will of course be able to access our award-winning Clubhouse at London Heathrow.
Our teams are receiving a high volume of calls at the moment, so please do bear with us — we'll be in touch as soon as we can. Please login to Manage My Booking to ensure your contact details are up to date so we can keep you informed. Please keep checking the STA website for further details. If you have a valid STA Travel flight-only booking with a pending refund, due to a cancelled flight, customers should complete our online refund form here attaching a copy of their STA booking confirmation email, which shows the total paid and ticket number and your phone number.
Our team will then be in touch to obtain the correct bank details for the refund to be processed. From the point the customer supplies all the necessary information and confirms correct bank details, we expect it to take a maximum of 30 days to process the refund.
If you made your booking through a third party or travel agent, please contact them directly to discuss your options. If you do need a test you can find details of recommended Covid test providers here. The health and safety of our customers and crew remains our number one priority and we continuously review all our health measures. From mask-wearing at the airport and on-board to the personal Health Packs that every single customer will receive, more information about how you're in safe hands can be found here along with our award winning cleaning onboard , recognised by a recent Diamond status award in Health and Safety from APEX and Simpliflying.
For most flights, we expect all customers aged 12 above to wear a facemask. To eat or drink where it is reasonably necessary to do so, or removing your face covering to take medication. You cannot put on, wear, or remove a face covering without severe distress, or due to any physical or mental illness or impairment, or disability within the meaning of section 6 of the Equality Act You are travelling with, or providing assistance to, another person who relies on lip reading to communicate.
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. You can get in touch using our online contact form or via email at Special.
Assistance fly. Please have your booking reference to hand when you contact us. 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.
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.
Find out more about face mask exemptions. 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. Our flexible booking policy gives you the freedom to book with confidence, knowing you can make changes if you need to, without any admin charges.
To find out more, please read our full Flexible Booking Policy here. All Virgin Holidays customers with a booked travel date up until 31 December may rebook up until 31 December with the date change fee waived, or convert your booking to one of our holiday vouchers.
This can either be to the same destination or we can look at alternatives, as well as different times of the year. Of course, where a holiday is cancelled, you can also request a cash refund. We continue to review our holiday schedules regularly and monitor the Covid situation closely. Rest assured if there are any changes to your holiday then we will be in touch, prioritising those due to depart soonest.
Of course, where a holiday is cancelled in these circumstances, you can also request a cash refund. We understand that the Covid situation remains dynamic and ongoing restrictions may pose difficulties to our customers, which is why we offer as much flexibility and choice as possible so your holiday is in safe hands.
Please check our standard terms and conditions for more information. If your destination is added to the Red list, unfortunately we will have to cancel your holiday and will be in touch with your options. Using the latest anti-viral fogging technology, our onboard cleaning has been awarded diamond status. Use our handy checklist to make sure you've got everything you need before arriving at the airport. Use our new WhatsApp service. You can contact us via WhatsApp Web if you're on a desktop, or your normal app on your mobile.
You'll find the answer to most questions here. But if you have a specific flight or booking related query, drop us a line. 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. 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. Using our forms is often the easiest way to solve your problem.
Choose the relevant contact form and we'll get back to you as soon as possible. Virgin Atlantic help centre. Help centre Welcome to help centre. Travel news and alerts.
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 Whether it's amending your flight dates, finding out the latest travel advice, managing your Flying Club account or something else altogether - you'll be able to quickly self-serve many common conundrums right here.
On this page:. Common questions. Popular help articles. Contact us. Can I help? Let's chat! Find answers to common questions. Travel to the United Kingdom. What are the rules for entry to the UK? To book online please select a maximum of 9 passengers, to book 10 adults or more please call Please note: Drivers must be over the age of 21 to hire a car unless otherwise specified.
Drivers between 21 and 24 years of age may be subject to additional costs. Find Holidays Close Search. Flying from London Close Where are you flying from?
How long? Please enter all child ages There must be 1 adult per child under two years of age travelling, please adjust your passenger number To book online please select a maximum of 9 passengers, to book 10 adults or more please call
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