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). 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. Bookings made by credit card or debit card no longer incur a fee. Virgin Atlantic could face enforcement action over refund delays Fare difference may apply. Compensation claims can not be processed at the airport. We'll be in touch with you if your holiday is affected. *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,with no refund if the new fare is lower. 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. 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. Once we receive and action your request, well update your booking and send youconfirmation. Fare difference is waived if within We've all got baggage. As of 12 June 2022, US citizens and legal permanent residents do not need to complete a Passenger Disclosure and Attestation form or provide. As ever, please ensure you have your passport and relevant documentation e.g. 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 - COVID-19 - anyone managed to get a refund? 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. This list will expand as regulatory requirements for destinations allow. Bookings made by credit card or debit card no longer incur a fee. named Virgin Atlantic and Ryanair as the worst two airlines for processing refunds. All flights booked using your Travel Voucher must conclude by 31st December 2023. All airon board is filteredthrough highly effective, UK Government restrictions make it illegal to travel abroad, The Foreign, Commonwealth & Development Office (FCDO) advise against non-essential travel at the time you are due to travel, It becomes necessary to quarantine on arrival at your destination, Your holiday destination is placed on the Red List and it becomes necessary to quarantine at a managed quarantine hotel on your return to the UK. If youve missed a payment or just need a little more time, don't worry. Presumably if they go under I won't get anything and I just think that's wrong. 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). Many Virgin Atlantic flights have been cancelled in the Covid pandemic. 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 may also wish to Claim money for delay or cancellation. Please send us as much relevant supporting information as you can, including: Read more about the EC Care Package (Regulation EC 261/2004). Your booking may also need to be re-fared to reflect the new itinerary please see Article 7.2 for more information. . Claim a refund: There are three main testing methods that look for different elements of the virus. Just ask. Accessibility | Flexible no change fees policy | Virgin Atlantic The most accurate method is to look for molecular or genetic signs of the coronavirus. If your Virgin Atlantic Holiday is planned to go ahead. Plans change. 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. Change fees and TSP as per rebooking policies above. 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. It can be used to pay or part-pay for a new booking. All of our attempts to contact the company have met with no response. If were unable to rebook you, you may be able to claim a refund which will be credited to the original form of payment. 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. (d) We will deduct an administration fee of no more than 30 per passenger (3 per infant) from your refund under Article 10.2(b) or 10.2(c) (other than where a refund is mandated under applicable laws or requested under Article 21.(2)). How to get a refund from Virgin Atlantic as airline confirms new Just hit the chat button on the bottom right of this page. 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. 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. 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. If you booked with Virgin Holidays, help is available viaCustomer support. Eg. 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. 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. 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. . This page will tell you everything you need to know about your options if your flight has been changed or cancelled. 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. All up to date details can be foundhere, and we will contact you directly if your booking is affected by any recent changes. 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. You'll need your booking number so the Virgin Atlantic . Do you need a letter for your insurance company confirming your flight was cancelled? The package holiday arm of Virgin Atlantic Airways Ltd. agreed to complete refunds totaling 203 million pounds ($265 million) to 53,000 claimants, the Competition and Markets Authority said Friday . You'll just need to use your ticket by 31st December 2023. If your destination requires it, you should complete your test and receive your fit-to-fly certificate before your international flight. Virgin Atlantic Narrows Loss, Sees Return to Profit Next Year 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 COVID-19: Ryanair and Virgin Atlantic rated worst in refunds survey You have your 6-digit alphanumeric booking reference starting with A to G (e.g. (a) If you have bought a non-refundable Ticket, you should take out travel insurance in case you need to cancel. Itmust be completed within the 24 hours before departure. However, in fairness to Virgin Atlantic, your refund was paid very quickly after we took up your case. Virgin Atlantic Holidays customers in the UK should contact the Virgin Atlantic Holidays team directly during normal office hours on +44 (0) 1293 496883. You will find our contact details on our Help Centre.. Alternatively, please contact your travel agent. 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). How can we get a refund from Virgin Atlantic? - The Guardian You must provide contact information within 72 hours of departure. Virgin Atlantic - COVID-19 - anyone managed to get a refund? As we learn to live with Covid-19, and with the legal requirement to wear a face mask now removed in the UK, at some airports and on certain routes, it is your personal choice whether you wear a face mask or not. 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. Fax: 01293 444456 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. It is our intention to make sure passengers from cancelled flight get to their destination at the earliest opportunity. Get ready to fly. Register for your appointment with Collinson. If you dont need to call us straight away please wait until call holding times reduce. You'll find the answer to most questions here. Are you currently away from home? Nothing. https://help.virginatlantic.com/gb/en/make-a-change.html. Any additional fare cost will be charged. For travel from 01 Jun 21, fare difference applies with no refund if new fare is lower. (modern). Virgin Atlantic Holidays customers already on holiday should make immediate contact with their nearest Virgin Atlantic Holidays representative. Accessibility | It will be interesting to see how airline passengers, and holidaymakers in general, behave when things return to normal. We understand that the ever-changing travel restrictions can make planning your trip difficult, so weve got you covered. 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. Canadian tariffs. Cookie statement | Find out what you can and can't take with you on your flight. 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. (c) Refunds will only be made if we or our Authorised Agent issued the Ticket and authorised your refund. We're pleased to say that refund timeframes have returned to normal. The US Passenger Disclosure and Attestation is a mandatory form for non-US citizens (aged 2 years or older) arriving by air to the United States. 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. If you booked direct, please contact us to rebook. Your Travel Voucher is valid until 31st December 2023. (iii)has proved to us that he/she is entitled to the refund. This type of test is often called PCR (polymerase chain reaction) or LAMP (loop-mediated isothermal amplification). Ensure you have a valid passport and ESTA (if eligible for the US Visa Waiver Program). West Sussex You can rebook to travel any time up to 31st December 2023. Check out the latest travel restrictions and requirements for the places you want to go. If the same booking class is not available, please rebook into the lowest available booking class in the same cabin. Passengers on package holidays must refer to their tour operators who may not operate the same policy. Accessibility | 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.. When you book to travel any time up to 31st December 2022, you can make unlimited date changes* and one name change free of charge** (if youd like someone else to benefit from your ticket). 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. If you booked directly with Virgin Atlantic., please use ourCompensation application process. Subject to the availability of seats in the cabin originally purchased, at no additional cost. You dont have to decide right now; you can convert to a Travel Voucher which can be used up until 31 December 2023. (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. 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. 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. Bookings made by credit card or debit card no longer incur a fee. 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. Accessibility | 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. 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. 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. 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. Terms and conditions | Cookie statement | The options available to you may differ slightly depending on when you made your flight booking, and the type of ticket you have. 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. 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. Welcome to help centre. Please contact the issuing agency or carrier directly for assistance. Subject to availability. 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. 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. In this case, your refund might take a little longer than usual. Privacy policy | If your booking was made through a tour operator, travel agent or other airline, please contact them directly to discuss your options. Privacy policy | It remains a dynamic time for International travel, and we continue to review our holiday schedules regularly and monitor the Covid-19 situation closely. 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. We have options available to help. 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. Find out which type of Covid-19 test you need. Please dont worry if it takes a few days to get back to you, just keep your booking reference safe. 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. Reissue the original ticket/s to the new PNR collecting all TSP where applicable. 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. With so many different requirements and test providers to choose from, it can difficult to know where to start. If you are travelling imminently or think rebooking or rerouting is not suitable for you, our team can also discuss other options with you. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF 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. 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. 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. Before you fill out one of the forms, please remember we can only accept and process your refund if: Youre eligible for a refund in line with our refund policy. 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. Virgin Atlantic Partner Hub Policies Policies From ADM to Ticketing and everything in between, you can take a look at our global policies here. I have answers to many common questions. Will customers who felt badly treated this year rebook with the firms that they feel that let them down? Accessibility | If your flights are cancelled please refer to ourflight disruptionspage for more information, or refer to yourcancellation options. 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. How we can help when your flight is cancelled or delayed. Email us at consumer.champions@theguardian.com. Virgin Atlantic help centre | Virgin Atlantic (a) Some Tickets are sold at discounted fares and may be partly or completely non-refundable if you cancel your booking. If youve booked directly with Virgin Atlantic and you are ready to rebook, then you will need to get in touch for some help. This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher. This method checks if you have immunity against Covid-19 but can't tell you if you currently have the virus. 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. We welcome letters but cannot answer individually. If the same booking class is not available, please book into lowest available booking class in the same cabin, Route suspension: re-route onto other VS/VS* services in the same booking class and on the same flight dates. Refund policy . *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. 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). LAMP tests are typically conducted onsite andresults can be returned within a couple of hours. Pre-departure testing is required before flying to most of our destinations as it will help to keep you safe on the flight and limit Covid-19 being carried into the country you're visiting. 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. Supported by the continued success of vaccine roll-outs and as we gradually learn to live with Covid-19, weve also made some adjustments. Bookings made by credit card or debit card no longer incur a fee. Pre-travel advice guide. Youll be entitled to a full refund of your holiday within 14 days if: If your holiday is cancelled, you'll automatically receive a voucher, which can be used to book a new holiday up to 31st December 2023. 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. Bookings made by credit card or debit card no longer incur a fee. Return to refunds Page . Find out when testing is required for the country you're visiting. 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. For all of the attached guidance, fare and adcol refer to TSP, Where the passenger wishes to upgrade cabin, fare difference should be charged, Part travelled rebooking is permitted to an earlier date and minimum/maximum stay restrictions will be waived, Itineraries that include connections to or from other airlines, may be rebooked to travel in the same booking class, or, if original booking class isnt available, re-book in the lowest available class in the same cabin. 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. national lockdowns, Waived if all travel is completed by 31 May 21, 01 Jun 21until 31 Dec 22: You can request a refund as part of the options available when you log into Manage My Booking. You can easily add on additional . 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 you made your booking between 1st June 2020 and 15th February 2022, you will be eligible to request a travel voucher, if your original date of travel is on or before 31st December 2022. 10.4General information relating to refunds. Give me a try! Check refund status - Virgin Atlantic The attestation form is available here or for added convenience, you can complete this digital attestation form. 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. Terms and conditions | At this stage, this only applies to routes between the UK and the Caribbean. If your flight was cancelled, contact your travel agent or travel provider or tour operator to rebook on the next available flight. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF Your customers Open Ticket value can be used as a credit towards their future travel until 31 Dec 2023. 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. Refunds can only be processed from the original point of sale. If your flight has been cancelled or impacted - Virgin Atlantic There is no entitlement to compensation if the cause of the cancellation was due to extraordinary circumstances which could not have been avoided. See more More legroom, more style You could try complaining to Virgin. 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. Virgin Atlantic Covid Flexibility Policy Issued 1 June 2022 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. If the new ticket price is greater than the Travel Voucher value, the difference must be paid. 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. You can use your voucher to purchase a future Virgin Atlantic flight to any of our destinations. Use our handy checklist to make sure you've got everything you need before arriving at the airport. 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. We've launched our new web messaging service. When the customers provide the new name follow the steps below. This policy is in place for customers and crew, only on routes where international regulations around mask-wearing do not apply.
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