How to make a complaint

This page tells you how best to make a complaint, whether you’re still travelling or you’ve completed your journey. If you’d prefer to give us feedback, or offer us a compliment instead, visit our feedback page.

We put our customer at the heart of everything we do. We strive to get it right first time, every time. But occasionally, things don't go to plan. If that’s the case, we’d really like to know. It allows us to address your concerns, apologise to you, and improve our service in the future.

Make a complaint

If you’re at the airport or on the plane, please speak to the nearest Virgin Atlantic staff member. They will do their best to resolve the matter quickly and to your satisfaction.

Alternatively, if you wish to raise your concerns with our Customer Care team, or you’ve returned home you can get in touch by completing our feedback form or by post. Please make sure you include the following information so that we can deal with your complain as efficiently as possible:

Your full name (as it shows on your ticket)
Your booking reference
Flight Details (date and flight number)
Your preferred contact details; email address, phone number or postal address
Details of the complaint along with the names of any of our staff that you spoke to at the time.

Make a complaint online

Completing our online form is the quickest route to getting your complaint dealt with by our customer care team.

Complete our online form

Make a complaint by post

Customer Care
The VHQ
Fleming Way
Crawley
West Sussex
RH10 9DF

Baggage issues

We know how important your possessions are and we do all we can to look after your baggage while it’s in our care.. However, on rare occasions a bag can be lost or delayed.

Delayed or cancelled flights

To make a claim for “Delay Compensation” or “EU Flight Cancellation”, use our Delay Compensation form for EU flights.

Claim Delay Compensation for EU flights

Further support

If after receiving a final response from us you still feel your complaint is unresolved, you may choose to refer your complaint to an independent dispute resolution service, Airline Dispute Resolution by Consumer Dispute Resolution Ltd, who are approved by the UK Civil Aviation Authority.

This service is free to our customers, and we will be bound by the outcome of the referral. You will need to refer your complaint within 12 months after our final response, confirming we have reached a state of deadlock.

Their contact details are:

Airline Dispute Resolution
12-14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes MK12 5TW

Website: www.aviationadr.org.uk

Tel: 0203 540 8063

^{A European online dispute resolution platform exists to facilitate access to Alternative Dispute Resolution (ADR) for complaints: http://ec.europa.eu/odr. Using this route will also direct you to Airline Dispute Resolution however it may increase the time to process your complaint.}

^{Because of data protection rules and our own commitment to confidentiality, we can only communicate with the passenger whose name appears in the booking, or their appointed representative upon receipt of written permission.}

^{All complaints and claims are logged into our database and allocated to one of our Customer Care Advisors. who will investigate and then respond to you either by phone, email or letter no later than 28 days after you have received your acknowledgement.}

^{Our Customer Care Advisors will also give you their name and contact details for any follow-up.}

On this page:

Make a complaint

Make a complaint online

Make a complaint by post

Baggage issues

Damaged hold baggage

Delayed or missing hold baggage

General lost property

Submit a claim for essentials

Delayed or cancelled flights

Further support

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