If your flight has been cancelled or impacted by changes to our schedule

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. There's no need to contact us right now.

We’ve updated our rebooking policies below to ensure you have the flexibility you need with your upcoming travel plans.

If you booked through a travel agent or third party, please contact them directly for your options.

If you booked with Virgin Atlantic Holidays, help is available via Customer support.

Rebook/Reroute on a date at your convenience

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. Subject to the availability of seats in the cabin originally purchased, at no additional cost.

A refund of unused flights

We're pleased to say that refund timeframes have returned to normal. We'd like to say a big thank you for your patience and understanding during recent months.

Once a refund has been processed it will be returned to the original form(s) of payment. You might need to allow up to 14 days for the money to show on your account depending on your payment method and provider, or if a Bank Holiday falls during the period of time. 

If the payment details we have for you are not correct or have expired,  we'll send you an email with instructions on how to securely provide new payment details. In this case, your refund might take a little longer than usual.

If you booked directly with Virgin Atlantic and your flight has been cancelled,  you can apply for your refund here.

All re-routings involving other carriers must be notified and authorised by Virgin Atlantic before you travel.

If you booked direct, please contact us to rebook. You will find our contact details on our Help Centre..

Alternatively, please contact your travel agent. Refunds can only be processed from the original point of sale.

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. Any applicable refunds relate to the airfare portion of the inclusive package, and not the whole cost of the holiday. Please contact your tour operator before you cancel your booking.
 

Compensation for cancelled flights

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.

There is no entitlement to compensation if the cause of the cancellation was due to extraordinary circumstances which could not have been avoided. 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.

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. 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 booked directly with Virgin Atlantic., please use our  Compensation application process

If you booked through a travel agent or another third party please contact them directly.

Compensation claims can not be processed at the airport.

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.

If you opt for the open ticket, we have some exclusive offers available to make your credit with us go even further. To find out more please contact us.

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 have been notified that your flight has been changed and you would like to discuss alternative options, then you will need to get in touch for some help. You will find our contact details on our Help Centre.

If you’ve booked directly with Virgin Atlantic and you are ready to rebook, then you will need to get in touch for some help. You will find our contact details on our Help Centre.

If you’ve booked directly with Virgin Atlantic and you no longer wish to travel, then you will need to get in touch for some help. You will find our contact details on our Help Centre.