We understand that you may be unsure of your travel plans. Please send us as much relevant supporting information as you can, including: Read more about the EC Care Package (Regulation EC 261/2004). **Name changes can only be applied on tickets which have not yet been used for travel, this does not extend to part travelled tickets. Canadian tariffs. Are you travelling with Virgin Atlantic Holidays? Bookings made by credit card or debit card no longer incur a fee. If you dont need to call us straight away please wait until call holding times reduce. Bookings made by credit card or debit card no longer incur a fee. Read more to find out your rights about cancelled and delayed flights (According to Regulation EC261/2004). 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 type of test is often called PCR (polymerase chain reaction) or LAMP (loop-mediated isothermal amplification). Top tips to help you plan your journey and breeze through the airport. Virgin Atlantic Holidays customers in the UK should contact the Virgin Atlantic Holidays team directly during normal office hours on +44 (0) 1293 496883. Re-book on a Virgin Atlantic flight to/from another destination. Email: refunds.hq@fly.virgin.com Use value of original ticket towards a new ticket is allowed. For specific entries or formats, please refer to you GDS Helpdesk. 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. Check the devolved nations of Scotland, Northern Ireland and Wales for their entry rules, which largely mirror the entry rules for England. If you have received a Travel Voucher for any other reason, the residual value will be non-refundable. 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. It is the only airline threatened with action by the Civil Aviation. As the name suggests, rapid tests don't require a lab for processing and offer the fastest results. named Virgin Atlantic and Ryanair as the worst two airlines for processing refunds. 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. 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. Create a new PNR. Limited exemptions to the Covid-19 vaccination requirement apply: Children under 18 years of age . You are not entirely convinced, but are happy your money has been returned. 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. 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. If you still want . 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. 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. You will find our contact details on our Help Centre. You can use your voucher to purchase a future Virgin Atlantic flight to any of our destinations. There may be other charges to pay under our standardVirgin Holidays terms and conditionsor on theconditions of carriage for Virgin Atlantic. You must provide contact information within 72 hours of departure. with customers simply required to pay the difference or issued a refund. Choose the relevant contact form and we'll get back to you as soon as possible. Nothing. 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. Just ask. 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. Terms and conditions | Compensation claims can not be processed at the airport. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF Re-book onto another flight View contact numbers of our other worldwide contact centres. (e)We will refund any unused part of a Ticket in the event that a Passenger dies before completing the journey. Cookie statement | We are at a loss to know what to do.DC, Basildon. 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. Cancellations and refunds. See more More legroom, more style Regardless of vaccination status, youll no longer require a test, wont need to show proof of vaccination, or complete a Passenger Locator Form. VHQ Canadian tariffs. *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. Bookings made by credit card or debit card no longer incur a fee. Privacy policy | 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. 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. All flights booked using your customers Open Ticket must completed by 31 Dec 2023. 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. If you booked direct, please contact us to rebook. 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. 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. Claim a refund for flight disruption | Virgin Atlantic help centre As of 12 June 2022, US citizens and legal permanent residents do not need to complete a Passenger Disclosure and Attestation form or provide. Requirements to enter the United States by air from 12 June 2022: US citizens and legal permanent residents. 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. Please enter your details to see the status of your refund request. 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. This aligns with our existing mask policy on services between the UK and the Caribbean. Once we receive and action your request, well update your booking and send youconfirmation. Book flights with Virgin Atlantic . Contact forms. (c) Refunds will only be made if we or our Authorised Agent issued the Ticket and authorised your refund. Persons whose entry would be in the national interest, as determined by the Secretary of State, Secretary of Transportation, or Secretary of Homeland Security (or their designees). Register here, If your flight has been cancelled or impacted by changes to our schedule. If you are travelling on a reward ticket, the applicable booking class will need to be available on your new travel dates. Once youve decided where and when you want to go, simply apply your voucher code at the checkout. Terms and conditions | This week the consumer group Which? If were unable to rebook you, you may be able to claim a refund which will be credited to the original form of payment. Any additional fare cost will be charged. 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. (a) If you have bought a non-refundable Ticket, you should take out travel insurance in case you need to cancel. Cookie statement | Nothing. If your original booking was made prior to 24 June 2022, our flexible booking policy will apply and admin fees will be waived. You dont have to decide right now; you can convert to a Travel Voucher which can be used up until 31 December 2023. You'll just need to use your ticket by 31st December 2023. If you booked with Virgin Holidays, or through another website or travel agent, please contact them directly for your options. Self-testing kits can be ordered online for delivery to your home and provide asafe and convenient testing method. 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. Refunds can only be processed from the original point of sale. 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? All of our attempts to contact the company have met with no response. All rights reserved. Hi, I'm Amelia, the Virgin Atlantic help bot. In January 2020 we paid 1,163 to Virgin Atlantic for return flights for a July visit to see our grandchildren in Boston. Your itinerary has been emailed to the following address. 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. The attestation form is available here or for added convenience, you can complete this digital attestation form. Accepted vaccine certificates include NHS COVID Pass (UK) and EU Digital COVID Certificate (EU). 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). Canadian tariffs. Our flexible booking policy (replaced by new policy 5th February 2021). All re-routings involving other carriers must be notified and authorised by Virgin Atlantic before you travel. We've launched our new web messaging service. Yes, if eligible under the US Visa Waiver Program, youll still need toapply and obtain an ESTA (Electronic System for Travel Authorization) for travel, in addition to any Covid-19 requirements. Find out which type of Covid-19 test you need. Your Travel Voucher cannot be used towards a Virgin Holidays bookings. Its important that you make any changes before the date you were originally due to fly, or we wont be able to amend your booking. You can rebook to travel any time up to 31st December 2023. If you booked through a travel agent or third party, please contact them directly for your options. Cookie statement | Cookie statement | 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. You can cancel your holiday for one of our holiday vouchers instead up until four weeks before you fly. 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. 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. (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. Its important that you make any changes before the date you were originally due to travel. Prices from 17with up to 20% off for Virgin Atlantic customers. You will find our contact details on our Help Centre.. Alternatively, please contact your travel agent. https://help.virginatlantic.com/gb/en/make-a-change.html. This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF Compensation shall not apply to passengers travelling free of charge or at a reduced fare not available directly or indirectly to the public. 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. Use our handy checklist to make sure you've got everything you need before arriving at the airport. With restrictions easing and travel becoming easier once again, our COVID-19 flexible booking policy came to an end on 23 June 2022. Generally, the longer it takes to process the test results, the more accurate it is. 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. 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. Please bear in mind that our standard cancellationterms and conditionsapply, and you may only be eligible for a partial refund. 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. Get ready to fly. To rebook your flight, simply complete the Rebook self-service form and follow the instructions. For all flights, make sure you understand theConditions of Carriageand for package holidays, theterms and conditionswill set out your options. If youve missed a payment or just need a little more time, don't worry. Just 13% for both airlines were happy with their experience. The statutory loss for 2021 narrowed . Did you book with a travel agent? Virgin Atlantic - COVID-19 - anyone managed to get a refund? Check refund status - Virgin Atlantic 4th Jan 19th July2021(this date is subject to change). To find out more pleasecontact us. Cookie statement | Around the world, flyers on cancelled flights have been waiting for their due refunds. Accessibility | 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). The remaining fare difference after we have waived those amounts. Subject to availability in the same ticket class, any additional fare or seasonal supplements will be collected. If youve booked directly with Virgin Atlantic and you are ready to rebook, then you will need to get in touch for some help. You can also rebook on a Virgin Atlantic flight to another destination. Your booking reference number (It will be six characters with a mixture of numbers and letters, e.g. To speak to us about your options, pleasecontact us. 3) Can't wait for your cash back? Please contact your tour operator before you cancel your booking. Opening hours: 09.00 - 12.00, Monday to Thursday. (iii)has proved to us that he/she is entitled to the refund. Accessibility | Everything you need to know about travelling with the family or children flying alone, Planning a group trip? If your ticket was issued by a Travel Agent, please contact them to request a refund. Were here to help. Post your sample using the included pre-paid return envelope. . With so many different requirements and test providers to choose from, it can difficult to know where to start. This policy applies to bookings made on or after 03 Mar 2021 until 15th February 2022. It also includes Flying Club redemption bookings. Accessibility | 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. LAMP tests are typically conducted onsite andresults can be returned within a couple of hours. 1 We're pleased to say that refund timeframes have returned to normal. 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 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. 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 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. You can get in touch using ouronline contact form. The VirginAtlantic Holidays team are here seven days a week and we're ready to help. But if you have a specific flight or booking related query, drop us a line. USA travel advice | Travel advice | Virgin Atlantic help centre For all new bookings from 24 June 2022 onwards, the terms to change your booking will depend on your type of ticket. 1. Find out more Our partnership with Delta Air Lines Connect to the UK from over 200 US cities thanks to our partnership with Delta. 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). 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. We received this letter in late December long after the companys boss said all refunds would be paid. We encourage everyone to be respectful of fellow passengers mask preferences. You can request a refund as part of the options available when you log into Manage My Booking. Replacement customers are permitted per ticket within a PNR. 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. More information onyour options when a flight is cancelled can be found here. Your flight number will begin with the letters "VS". Claim a refund: Virgin Atlantic tells customers refunds will take up to four months We're always on hand to help - Whenever and however you need us. 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. As you would expect, our telephone lines can be busy and we sometimes have long call waiting times, for which we apologise. national lockdowns, Waived if all travel is completed by 31 May 21, 01 Jun 21until 31 Dec 22: 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. The vaccination proof used will depend on where the approved vaccine(s) were administered. 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. 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. 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. Welcome to help centre. 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. 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. (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. Virgin Atlantic - COVID-19 - anyone managed to get a refund? An email with the refund status has been successfully sent to johndoe@email.com. 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. Refunds permitted should one of the following apply: 2. Will customers who felt badly treated this year rebook with the firms that they feel that let them down? Bookings made by credit card or debit card no longer incur a fee. Please include a daytime phone number. If you have opted to receive your Travel Voucher following a cancelled flight, and you dont use the whole value of your Travel Voucher when making a new booking, you are entitled to a cash refund of the residual value. Airlines must be penalised for refusing Covid refunds, says consumer Only one Travel Voucher can be used per passenger. Find out what you can and can't take with you on your flight. The most accurate method is to look for molecular or genetic signs of the coronavirus. Terms and conditions | Did you book directly with us on the phone or online? Reissue the original ticket/s to the new PNR collecting all TSP where applicable. You can now rebook through our new web messaging service from 8am to 8pm UK time. If you still want to cancel, we understand. Terms and conditions | We are owed 1,163 for cancelled flights and have been waiting for many months. Terms and conditions | However, if you have already commenced travel, then the Travel Voucher is non-transferrable. 10.4General information relating to refunds. All remaining COVID-19 restrictions were removed for UK arrivals on 18 March 2022. . Alternatively, you can give yourself more time to pay by postponing your holiday to a later date. 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. Your customers Open Ticket value can be used as a credit towards their future travel until 31 Dec 2023. Virgin Atlantic Faces Penalties for Not Refunding Passengers Canadian tariffs. You'll find the answer to most questions here. It had processed about 550m of cash . Privacy policy |
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