1. Help centre
  2. Accessibility & special assistance
  3. Flying with medical conditions, medication and medical equipment

We want you to be as comfortable as possible on your flight. If your doctor thinks you can travel safely, they'll give you medical clearance to fly, as per item 14 of our Conditions of Carriage.

To confirm your fitness to fly, our special assistance team may request a Medical Information Form (MEDIF) or a detailed fit to fly letter.

Download the Medical Information Form (MEDIF)

Part one is for you to fill out, part two is for your doctor. 

Once we've received your MEDIF, we'll assess your fitness to fly based on the international criteria set out by the World Health Organisation, to ensure you travel safe and well.

We may request more information to confirm your fitness to fly. If additional inflight services are required, such as a medical escort or supplementary oxygen,  we can put you in touch with partners that offer these services (for which there's normally a fee). 

*A fee is required r partners,  oxygen.

Download the Medical Information Form (MEDIF)

Certain medical conditions can be affected by flying, and may require confirmation in writing from your doctor that you're well enough to travel. These conditions include:

Heart or blood vessel problems such as a heart attack, heart failure, angina or stroke. 

Deep vein thrombosis 

Breathing difficulties such as chronic bronchitis or emphysema, pneumothorax (a collapsed lung), pulmonary embolism (a blood clot on the lung), or asthma, especially if you may need additional oxygen or use of a nebuliser during your flight 

- Epilepsy 

- A recent head injury 

- Stomach or bowel problems 

- Cancer 

- A current infectious disease 

- Ear or sinus pain 

- Limb injuries, including fractures 

- Psychiatric problems 

- Any recent surgery

For conditions like heart or lung disease, or blood disorders such as anaemia (including sickle cell anaemia), the lower oxygen levels in the cabin could lead to oxygen deprivation (hypoxia), making additional oxygen supplies necessary.

Additionally, the lower air pressure means that air within the cabin is expanded by about 30%. This could cause problems if you have recently undergone surgery, have abdominal health problems, or blocked ears or sinuses.

If you are affected by any of these conditions, you should check your doctor is happy for you to fly. You should also check with our special assistance team in case you require official medical clearance from your doctor before you can fly.

The last thing we want is for you to fall ill in the air, so we have guidelines for travelling with certain conditions.

If you’ve been unwell in the weeks before your flight, please contact our special assistance team to check if you’ll be ok to fly.

Guidance for travelling with contagious illnesses

If you're unsure, please contact our special assistance team who can help.

Illness When can you travel?

Chicken pox: Seven days after the last crop of spots providing the spots have crusted/scabbed over and the passenger feels well and has no fever

Cholera: When your symptoms have settled, you feel well enough to travel and the public health authority in your destination country agrees you are fit to travel

Hepatitis: A When you feel well enough to travel

Measles: Five days after the rash first appeared

Mumps: Eight days after the swelling began. You must feel well and have no fever

Rubella: Five days after the rash first appeared

Shingles: If lesions are covered with a dressing. You must be well with no fever and any pain must be well controlled

Tuberculosis: If medical evidence proves you are not infectious

Whooping cough: Please contact special assistance for further advice

Yellow fever: Please contact special assistance for further advice

Flu: Once your symptoms have resolved

As long as you feel well enough to fly, it’s fine for you to travel with these conditions:

- Hepatitis B or C 

- Dengue fever 

- Viral meningitis 

- Malaria

As long as you haven’t experienced any complications during your pregnancy, you can fly until your 28th week without needing to tell us. Beyond the 28th week, please see the following guidelines.

Single pregnancy

If you're expecting one baby and want to travel between your 28th and 36th weeks, we’ll need a certificate from your doctor stating that you've had no complications, and your estimated delivery date. We don’t need to see this in advance, but it might be asked for at the airport or onboard. Travel may be delayed or denied if you do not have this if asked.

It's important to remember to include your return travel within these dates.

Multiple pregnancy

If you're expecting more than one baby and want to travel between your 28th and 32nd weeks, again you'll need to travel with a doctor's certificate stating you've had no complications and your estimated delivery date. Travel may be delayed or denied if you don't have your certificate available if asked.

You mustn't fly after the end of your 32nd week. Please do remember to include your return travel date in this time frame.

Contact our special assistance team

You can contact our special assistance team here if you need to discuss this information in more detail, or if you need to let us know about a:

- Complicated pregnancy 

- Recent caesarean section delivery 

- A recent miscarriage.

Serious allergies

If you have any kind of allergy, please follow these guidelines for a safe and comfortable flight:

- If you have an allergy that could result in an anaphylactic reaction you should carry your medication, such as antihistamines or an Epi-Pen, in your hand luggage. Check our information on bringing medication onboard. 

- If you’ve had an allergic reaction in the last 30 days, please contact our special assistance team. If you need a specific meal, take a look at our dietary requirements information and make sure you let us know at least 24 hours before your flight. 

- Just in case we can’t meet your dietary requirements, we recommend you bring your own snacks onboard.

Our nut and allergen policy 

We adhere to allergen guidance under European and UK food legislation, which may be different in other jurisdictions. The allergens declared refer to the ingredients only, the food items may contain traces of allergens since they are processed on or with equipment that processes products that may contain allergens.

We cannot guarantee the absence of food allergen or peanut traces in our meals, both on board and at the airport.  A list of food allergens contained in meals served on flights departing from the UK and USA is available on board from your Cabin Crew.

Our suppliers are based all around the world and not every country has the same legal requirements for providing allergen information. On flights to the UK, allergen labelling on pre-packaged items may not reflect all of the allergens required to be declared in the UK. For passengers flying from the USA, we also adhere to the three additional Nuts listed under US Allergen advisory information.

Peanuts are never knowingly included in any of our meals on board. However, our meals are not produced in a nut-free environment so may contain traces.

All other nuts may also be served on our flights to other passengers as part of the menu ingredients and/or the snack service, in any cabin. We also can’t stop other passengers from bringing (or eating) their own food onboard, which may include nuts.

In view of the above, we strongly encourage passengers to take all necessary precautions to prepare for the possibility of inadvertent exposure.

You can't fly if:

- You've been SCUBA diving within 48 hours before your flight 
- You’ve had a general anaesthetic or dental treatment within 48 hours before your flight

Flying with medical equipment

By medical equipment we mean items like respiratory assistive devices including CPAP machines, needles and syringes. For specific guidance on bringing wheelchairs and other mobility equipment onboard, see help with mobility.

Some medical equipment can be brought onboard, but make sure it complies with restrictions.

You’re allowed to bring needles and syringes onboard for the treatment of medical conditions. Please bring a letter with you from your medical practitioner confirming the kind of medication you have, and what it's for.

If you don't have a medical practitioner's letter, the medication must have a printed pharmaceutical label, clearly identifying it as being prescribed for and belonging to you.

We do not provide therapeutic medical oxygen onboard, and Personal Oxygen Cylinders aren't approved for use on our flights. 

However, if you own or rent an approved Portable Oxygen Concentrator (POC), these can be used onboard. Please complete our POC Approval and Battery Approval Request form, and email it to our oxygen provider OxygenToGo® at least 48 hours before your flight.

If your flight is operated by one of our partner airlines, please contact them directly for their policy regarding medical oxygen.

What you need to know when bringing a POC on our flights:

You won't be able to sit in an exit row or bulkhead seat

Your POC does not count toward your hand baggage limit

If you're planning to use it on the flight, your POC must have 150% of battery life for the duration of your flight(s) eg. For a 6 hour flight, you'll need 9 hours of battery power

To comply with airline safety policy, please don’t bring more than the battery requirement

The battery should be removed and packaged separately if not in use

It should have a recessed battery terminal, and the packaged battery terminals should not contact any metal objects

We may also need more info about your medical condition to make sure you're ok to fly. 

CPAP machines can be used onboard our flights, provided these are battery-operated and approved for use onboard. If you are looking to use your CPAP machine, the device must have 150% battery life for the flights duration. Please note that Humidifiers and Static Inverters cannot be used with CPAP machines during your flight. Below is a list of CPAP machines that are pre-approved onboard our flights. 

If your CPAP machine or battery pack is not listed below, please contact our Special Assistance team who can check to see if your device is approved for use onboard our flights. Please note that medical devices including CPAP machines cannot be plugged into our onboard power supply. This also applies to recharging batteries onboard.

CPAP Machines

Manufacturer

Model

Aeiomed

Aura

Everest 2

Everest 3

Breas

iSleep 20

Z1 Auto

Breathex

Journey
DeVilbiss

InteliPAP DV51D

InteliPAP DV4D

InteliPAP DV55D

Sleep Cube Standard DV51

Sleep Cube Standard Plus DV53

Sleep Cube Auto Plud DV54

Sleep Cube BiLevel S DV55

Sleep Cube Auto BiLevel DV57

Sleep Cube BiLevel ST DV56

Fisher and Paykel Healthcare

SleepStyle 200 series

Icon Plus Auto

Icon Premo

Human Design Medical

Z1

Z1 Auto

Z2

Phillips Respironics

Harmony

Harmony 11

BiPAP S/T

BiPAP autoSV Advanced System One

Synchrony

A30

A40

REMstar 60 series (PR system one)

BiPAP AVAPS

REMstar LX

REMstar Plus LX

Pro M Series 401M

REMstar Pro C-Flex System One

REMstar (150P)

Dream Station Series

Virtuoso LX


REMstar M Series:

Plus

Pro

Auto

System One

A-Flex

C-Flex

Bi-Flex

750P

Puritan Bennet (Covidien)

GoodKnight 420G

ResMed

VPAP III

III ST

IV

IV ST

S7

Lumis 150 VPAP ST

AirMini

 

S8 Range:

S8 Compact

S8 Escape

S8 Escape II

S8 Elite

S8 Elite II

S8 AutoSet

S8 AutoSet II

S8 Sprint

 

S9 Range:

S9 Elite

S9 Autoset

S9 Escape

Sullivan

 

S10 Airsense Range:

S10 Autoset

S10 Autoset for her

S10 Autoset Elite and CPAP

 

Autoset Range:

Autoset CS

Autoset CS-A

VPAP S

VPAP ST

S9 Auto 25

 

Aircurve 10:

VAuto CO SlimLine tubing

VAuto TRI ClimateLineAire Tubing

VAuto CO SlimLine tubing

 

Sandman

Auto HC

Somnetics

Transcend

Transcend II ( + EZEX)

Transcend Auto

Transcend Auto Mini

Weinmann

Somnobalance E

Battery-powered breast pumps can be used onboard, providing they have been approved in advance of your flight. Please contact our Special Assistance team and provide them with the make, model and battery type to ensure it’s approved.

Please note, that medical equipment including breast pumps cannot be plugged into our onboard power supply to charge them during the flight. 

The following guidelines apply to any respiratory assistive devices you wish to bring onboard:

It must be labelled by the manufacturer, confirming it has been tested to meet the requirements for medical portable devices set by the UK Government or US Federal Aviation Authority.

The device must not be too big or too heavy to be used in the cabin.

Any extra batteries must be packaged in accordance with UK safety regulations.

You must carry sufficient fully-charged batteries to power the device for 150% of the expected maximum flight duration, to take any delays into account.

You may also need to carry a medical certificate for the condition that requires you to use the device.

We don't carry therapeutic oxygen onboard, so if you anticipate needing  a POC (Personal Oxygen Concentrator) device with you, read the following info:

We can’t provide electricity to power medical equipment on our aircraft, so your equipment will need to be battery powered.

Guidelines for batteries onboard

Make sure you'll have more than enough battery power to last the flight.

Batteries must be fitted in the device if checked into the aircraft hold.

Spare batteries must be individually wrapped and carried in hand luggage only.

Just like personal stereos and phones, any powered medical equipment must be switched off and stowed for taxi, take off, approach and landing, and during abnormal or emergency conditions.

Travelling with an assistant or medical escort 

Depending on your level of mobility or independence, you may choose to travel with an assistant or medical escort to help you during your journey. Occasionally we ask passengers with severe medical conditions to travel with a medically qualified escort. Your assistant must travel in the same class of cabin as you and they will be seated where’s best for you, either directly in front, next to or behind you. You can discuss your requirements with our Special Assistance team.

Assistants or medical escorts that need to administer medication must be suitably qualified and will need to:

Carry all necessary medication and equipment required during the flight. 

Adequately secure and lock medical kit bags. 

Ensure medical equipment required during the flight is battery operated and cleared for use onboard prior to travel.

Please see our information on carrying medical equipment onboard. 

Please note, that our cabin crew are not able to remind customers when they might need to take their medication or administer customers own medication to them. 

 

If you would need assistance with eating, medication or in the toilet during your flight, you should travel with a companion who can help you.

Our cabin crew are not permitted to provide this kind of assistance. If you are travelling alone, our cabin crew can help you from your seat to the toilet with the use of our onboard aisle wheelchair.

Please note, that our cabin crew are unable to lift any customers during the flight. If you do need to be lifted in or out of your seat, you should travel with a safety assistant who can assist you with this.

The cabin crew are unable to assist with medication and eating, however they are able to open packaging (such as a bag of our onboard pretzels) for you. 

If an adult passenger is unable to understand or respond to safety instructions (for reasons other than language barriers), our Special Assistance team might ask for more information to make sure the passenger is OK to travel alone. Please contact our Special Assistance team in plenty of time so they can give clearance to travel if necessary. If you would be unable to self-evacuate in an emergency situation, you would need to travel with a safety assistant who could assist you. This person would need to be willing and able to physically help you in an emergency, but they do not need any official qualification or training.​

We do not permit stretchers to be used or carried onboard our aircraft. Customers do need to be able to sit upright for take-off and landing. If you are unable to sit upright during these portions of the flight, please contact our Special Assistance team.

Booking assistance

Need a little help?

Our dedicated special assistance team are here to make your journey amazing. We can organise assistance for you in the airport, book your mobility devices onto the plane, approve battery operated medical devices to be used onboard, and make the arrangements for your assistance dog to travel with you.

To contact the special assistance team, please complete this form.  It's best to let us know as early as you can (or at least 72 hours before your flight).

If you need to arrange wheelchair assistance for your journey through the airports, you can do it by logging into My Booking. Select the level of assistance you need, dependant on your mobility. Please do try to to book early (at least 72 hours before your flight).

If you’re travelling alone, the special assistance team can arrange for you to be escorted by one of the airports assistance providers. They'll help you through the airport terminal and make sure you get to the boarding gate in time to be one of the first to board the aircraft. If you'd like the team to arrange this service, please let the special assistance team know at least 48 hours before your flight.

You can check in two mobility aids in addition to your luggage allowance, providing these are for your personal use and you're not transporting them for someone else. These include wheelchairs, mobility scooters and portable hoists. Please contact our special assistance team to provide them with the details of your electric mobility aid at least 48 hours before you fly.

You can find more details and restrictions on dangerous goods on the mobility assistance page.

Go to mobility assistance

If you're travelling with a smaller mobility aid (like a walking stick) there's no need to contact the special assistance team in advance. You can bring these with you free of charge in addition to your free baggage allowance, unless they’re being carried on behalf of someone who’s not travelling. You can usually take mobility aids into the cabin with you. On occasions where there’s nowhere in the cabin to store them, the cabin crew will need to place them in the hold. If this is the case on your flight, the crew will be happy to help you get about the cabin as needed.

Assistance dogs who have been trained to help their owner with a medical condition or disability are welcome in the cabin. These include but are not exclusive to guide dogs, hearing dogs, psychiatric alert dogs and medical alert dogs. 

For your assistance dog to travel with you, we'll need documentation to confirm the level of training your dog has. More details can be found on our Assistance dogs page.

If you're travelling with a partner airline, please contact them directly as their approval process may differ to ours.

If you have an allergy to dogs, you can contact our special assistance team who will be able to tell you if an assistance dog is booked onto your flight, and move your seats further away from the assistance dog to reduce the risk of contact. Dependant on the nature of your allergy, they can also make additional recommendations for your trip. 

more about assistance dogs

If you're travelling with a smaller mobility aid (like a walking stick) there's no need to contact the special assistance team in advance. You can bring these with you free of charge in addition to your free baggage allowance, unless they’re being carried on behalf of someone who’s not travelling. You can usually take mobility aids into the cabin with you. For some larger mobility aids, such as non-foldable walking frames, there may be occasions where there’s nowhere in the cabin to store them and the cabin crew will need to place them in the hold. If this is the case on your flight, the crew will be happy to help you get about the cabin as needed.

Assistance dogs who have been trained to help their owner with a medical condition or disability are welcome in the cabin. These include but are not exclusive to guide dogs, hearing dogs, psychiatric alert dogs and medical alert dogs. 

For your assistance dog to travel with you, we'll need documentation to confirm the level of training your dog has. More details can be found on our Assistance dogs page.

If you're travelling with a partner airline, please contact them directly as their approval process may differ to ours.

If you have an allergy to dogs, you can contact our special assistance team who will be able to tell you if an assistance dog is booked onto your flight, and move your seats further away from the assistance dog to reduce the risk of contact. Dependant on the nature of your allergy, they can also make additional recommendations for your trip. 

Find out more about Assistance dogs here

If you flight is operated by one of our partners, even if it has a Virgin Atlantic flight number, then please see their website for more information on requesting special assistance:

Preparing to travel

Prescription medication

If you need to fly with any controlled medication that has been prescribed for you by a doctor or other medical practitioner, there are some restrictions and guidelines to be aware of.

Tips for travelling with prescription medication

* You medication should be in its original packaging, pharmaceutically labelled to clearly identify it as being prescribed for, and belonging to you

* Your medication should be carefully packed in your check in baggage and placed in the hold where the temperature is between 4-5°C

* Pack three or four days of medication in your hand baggage in case you need it during the flight, or your check in baggage is delayed or lost

* Carry a repeat prescription so your medication can be replaced if it is lost or damaged, or you need to top up your supply while away

You'll also need a letter from your medical practitioner confirming the type of medication (including the generic drug name), with prescribed doses, and details of any other medical items required, such as syringes or EpiPens. This is particularly important if you are carrying controlled drugs or if your liquid medication exceeds 100ml. 

Some medication may contain ingredients that are illegal in some countries, even if it has been prescribed by your doctor. It’s a good idea to check with the UK embassy at your destination.

Over-the-counter medicines (such as headache tablets) are fine to bring as long as they are legal in your destination country and you keep them in their original packaging.

Keeping your medication cold

The onboard fridge cannot be used to keep medication cold. However, if you bring a cool bag the crew will be happy to top it up with ice.

Liquid medication

Increased security at UK airports affects the amount of liquid medication that you can take in hand baggage.

For the latest airport security advice on carrying liquid medication, please check your airport’s website or The Department of Transport.

There’s also more information on liquids on our own liquid restrictions page.

For customers with hidden disabilities, we’ve created a symbol that discreetly lets our teams know you need a bit of help. Show it to anyone in a Virgin Atlantic uniform, at any point in your journey, and they'll know that you need a little extra help, reassurance and patience.

The symbol can be downloaded by clicking here and either saved on your phone or printed out to have as an insert for your passport. You can also pick up the symbol as a card or pin badge at check in.

Download the hidden disabilities symbol

Our hidden disability symbol can be used for a variety of different conditions such as autism,  deafness, dementia, or severe anxiety - or if you are travelling with someone who has.

Many of our airports we operate out of recognise the Hidden Disabilities Sunflower programme. This also acts as a discreet sign that the wearer has a hidden disability and may need support through their journey. 

If you are travelling on a flight departing from the United States, you can request assistance for security screening in advance of your flight through the TSA Cares programme.
You can find out more information about this service and the support offered by clicking here. Please note, this weblink will redirect you to an external website. 

Online check in is available from 24 hours before your flight up until 70 minutes before departure. You’ll provide your passport details, personal contact information and confirmation that you’re travelling with the appropriate visas (if applicable). This means when you arrive to the airport, our teams will just double check the information you’ve given and it will speed up your check in process on the day of your flight.

Check in online

We do recommend all customers take out travel insurance prior to their trip, so that you’re protected if you do become unwell before or during your trip.

If you’re travelling with equipment, while we always take good care this, it’s still a good idea to make sure it’s insured against loss or damage – just in case.

At the Airport

Please aim to arrive between two to three hours before your flight to allow plenty of time to check in and make your way through the airport. 

If you’ve requested mobility assistance, this can usually be provided from just inside the aircraft door. Some airports also have assistance points that you can call from and request support in the terminal. 

If you're able to make your own way to the check in desk, assistance can be provided from there as well.

Details of where to pick up assistance and the layouts of the terminal can be found in our airport guides page.

When you arrive at the check in area, head to the check in desks of the cabin you're travelling in, eg. Economy, Premium or Upper Class. 

We also have dedicated special assistance check in desks in some airports which you can use. 

If the queues are quite long and there's no special assistance check in desk, our airport people will try to get you checked in as soon as possible. Just ask.

All customers travelling must be present at the check in desk to complete the required identification checks with your passports. 

All airports are unique, and no two have the same layout. 

To familiarise yourself ahead of your journey of the assistance available, check out our airport guide page - where you'll find links to all the relevant info on the individual airport's website. (Remember to check both the airport you're flying from and the one you're arriving into).

On arrival at most airports you'll be able to pick up an airport trolley to bring your luggage into the airport terminal. At the check in desk, you'll be asked to put your luggage onto the baggage belt for it to be tagged, before being transported to the aircraft and placed in the hold.  

Please remember when packing your checked bags that you keep any essential medication with you in your hand luggage, as well as any medical equipment you might need during the flight 

If you need help lifting your luggage onto the belt, please just ask.

During your journey through the airport, you'll need to go through the security screening area. Some airports use metal detectors, others use millimetre wave advanced imaging technology.

If you have a pacemaker or a similar internal device that can't go through a metal detector, please bring a a letter or card confirming this from your physician, and tell a member of the security team when going through the area. Each airport will adopt their own security screening process which may include a ‘pat down’. 

If you're carrying liquids over 100ml or sharp items such as needles for medication, please bring  paperwork from your doctor saying that these are prescribed to you and need to be transported in your cabin baggage - as the security team may request to see these.

The airport security process is operated by the individual airports. With this in mind, please do communicate with the teams when you arrive what accommodations may need to be made to help you with your disability or medical condition. The security screening process is an important and essential part of safe air travel, so please be respectful to the teams if an accommodation request cannot be made. 

If you're travelling in our Upper Class cabin, you'll be able to access our Clubhouse (destination dependant) or  partner lounge before your flight. Please do speak to the concierge at the front desk who'll be able to advise you of the accessible features of our owned and shared spaces.

Boarding the aircraft

When it's time to board the plane, we'll call you based on the boarding group number on your boarding card. 

When we ask for customers requiring special assistance to be among the first to board, you're welcome to come forward if you need a little extra time to settle in. You don't need any prior approval. Of course, if you'd prefer to be one of the last to board the aircraft, feel free to wait in the boarding gate area until we make the final boarding announcement.

If you've arranged wheelchair assistance, it'll take you to up to the aircraft door. If you require one to get to your seat, you'll need to transfer out of the airport wheelchair, and into our onboard aisle chair. 

When you arrive at the aircraft door, our ground staff will help stow your wheelchair for your flight. 

If you're travelling with a manual collapsible wheelchair, we may be able to stow this in the aircraft cabin in a designated storage area. This storage is on a first come basis, and can't be reserved ahead of time. Don't worry, if we can't store your manual wheelchair in the cabin, we'll secure it safely in the hold for you.

When you arrive at the aircraft door, our ground staff will help stow your wheelchair for your flight. 

If you're travelling with a manual collapsible wheelchair, we may be able to stow this in the aircraft cabin in a designated storage area. This storage is on a first come basis, and can't be reserved ahead of time. Don't worry, if we can't store your manual wheelchair in the cabin, we'll secure it safely in the hold for you.

You can usually take mobility aids into the cabin with you. On occasions where there’s nowhere in the cabin to store them, the cabin crew will need to place them in the hold. If this is the case on your flight, the crew will be happy to help you get about the cabin as needed.

Onboard

Once onboard, our cabin crew can provide an individual safety briefing and a verbal seat orientation so you'll know the distance to the emergency exit door and proximity to the bathroom.

They can also show you how to use our onboard entertainment system and how to contact the cabin crew during your flight.

You can request a verbal seat orientation before your flight by completing this online contact form.

Onboard, you can dive into the movies, music and TV shows on our seatback entertainment, Vera - most of which has audio descriptions, closed captions and subtitles. 

We can also provide onboard neck loops which work in conjunction with the 'T' switch on a hearing aid. If you'd like a neck loop for your next flight, please contact our special assistance team. 

You're also very welcome to use your own entertainment devices like laptops or iPads.

We're proud to have members of our cabin crew team trained in British Sign Language. 

If you'd like to request a BSL trained member of cabin crew for your flight, please complete this online contact form at least 12 weeks before you fly.

Seating & toilets onboard

Seat and cabin layouts vary depending on the aircraft and cabin you're flying in. Our seat maps include the locations of our moveable armrests and accessible toilets, and you can also contact our special assistance team to find the best seats for you, including Bulkhead seats. These are allocated on a medical priority basis within 24 hours of the flight departing. If you're flying Upper Class, be mindful that on some of our aircrafts you will need to stand or transfer into our onboard wheelchair while we convert it into a fully flat bed for you.

Sometimes, we need to make operational changes (like aircraft swaps or departure times), which means seat numbers can never be guaranteed. If this happens to your flight, you may notice your seat numbers change.  You can amend them again through My booking, or speak to our special assistance team who will be able to check if there are alternative seats they can move you to. 

Manage my booking

We allow a variety of seating supports to be used onboard our flights, please find below the supports which are approved for use on your Virgin Atlantic flight.

If you are looking to use a seating support, please let our Special Assistance team know ahead of your flight to ensure you have a suitable seat booked. 

If your seating support is not listed, please contact our special assistance team with the following information:

-      Manufacturer name

-      Model 

-      Dimensions of the seating support

We'll then check if the support is safe to use on our flights.

Seating supports which are approved for use on your Virgin Atlantic flight

-        Crelling Harness

-        The travel chair

-        Burnett Body Support

-        Carrot 3

-        Stabilo

-        Firefly To Go

-        Tomato Car seat

-        Contour 886

There are accessible toilets on all our aircraft, which are equppied with grab rails, transfer chair and single/bifold doors. Their location varies from plane to plane, so do check the seat map to see where they are on your flight.

Our cabin crew will be happy to help you to and from the toilet using the onboard wheelchair. They can't assist you inside the toilet itself for hygiene reasons.

If you think you'll need further assistance once inside the toilet, please contact our special assistance team who'll be able to discuss your options with you in a discreet and tactful manner.

Food and beverages

We follow European and UK food legislation allergen guidance, we may be different from other countries. The allergens declared refer to ingredients only, and food may contain traces of allergens since they're processed on or with equipment that makes products that may contain allergens.

Because of that, we can't guarantee the absence of food allergen or peanut traces in our meals, onboard and in our lounges. You can get a list of food allergens contained in meals served on flights departing from the UK and US from your Cabin Crew.

Our suppliers are based all around the world, and not every country has the same legal requirements for providing allergen information. On flights to the UK, allergen labelling on pre-packaged items may not reflect all of the allergens required to be declared in the UK. For passengers flying from the US, we also adhere to the three additional nuts listed under US allergen advisory information.

Peanuts are never knowingly included in any of our meals onboard. However, our meals are not produced in a nut-free environment, so may contain traces.

All other nuts may also be served on our flights to other passengers as part of the menu ingredients and/or the snack service, in any cabin. We also can’t stop other passengers from bringing (or eating) their own food onboard, which may include nuts.

In view of the above, we strongly encourage your to take all necessary precautions to prepare for the possibility of inadvertent exposure.

We recommend taking the following precautions when travelling with an allergy.

- If you have an allergy that could result in an anaphylactic reaction you should carry your medication, such as antihistamines or an Epi-Pen, in your hand luggage. If you are prescribed an Epi-Pen we always suggest that you carry 2 of these in your hand luggage and ensure they are in date. 

- If you’ve had an allergic reaction within 30 days prior to your flight, please contact our special assistance team.

- During our preboarding announcement for special assistance customers, you are welcome to pre-board the aircraft so that you can wipe down your seat surfaces and tray tables. 

-  If we can’t meet your dietary requirements, we recommend you bring your own food onboard - our special assistance team can increase your hand luggage allowance for you to do so. We are unable to store your food in our onboard fridge, or heat any food items you bring with you. Please remember that any food you bring must align with security and immigration regulations regarding the transport of food into another country. 

- Our special assistance team can notify our cabin crew as to the nature of your allergies. 

- If requested, our cabin crew can make an onboard announcement asking for other customers to refrain from eating peanuts, but not for any other ingredient. 

- We can't alter any of the meals or ingredients served onboard our flights based on customer requests. We're also not able to control ingredients other customers may have brought onboard with them, or offer allergen free flights. If you have an individual concern regarding travelling with your allergy, please contact your treating physician before flying. 

Arrival at your destination

Upon arrival at your destination, we will return mobility aids to you at the aircraft door. Please do allow a short wait for these items to be retrieved as our ground staff will help to bring these to the aircraft door from the hold. 

If you’ve arranged wheelchair assistance, the airport assistance provider will be waiting for you by the aircraft door when you land. Please note, if there is any delay in the assistance provider arriving at the aircraft door, our cabin crew will let you know and may ask you to remain in your seat until the assistance is available for you. 

Upon landing, our cabin crew will notify you when it is time to disembark the aircraft. In most destinations we disembark customers from the front to the back of the aircraft. 

Due to this, we are not able to arrange priority disembarkation for any of our customers. If you’d prefer not to stand and wait to leave the aircraft, you’re welcome to remain in your seat until the other passengers have disembarked and then take your time to collect your belongings and leave the aircraft.

If you’ve arranged airport assistance including wheelchair assistance or an airport escort, the airport assistance team member will meet you at the aircraft door and will assist you through the airport into the arrivals hall. 

The customs and immigration halls across the destinations we travel to are operated by each individual airport. Due to this, we are unable to directly assist with helping a customer to fast track through this part of your journey of the airport. If you do need assistance with expediting some of the longer queues, we would suggest for you to speak to one of the airport officials in the customs and immigration halls who will try their best to assist you. 

Once you’ve gone through the immigration hall, you will enter the baggage reclaim area and will be able to retrieve your luggage. Lots of luggage does look the same, so please check the tags to ensure it is yours before you leave the airport. 

If you do need assistance reclaiming your luggage from the conveyer belt, please ask a member of the airport ground staff who will be able to assist you.

If you’ve arranged airport assistance including wheelchair assistance or an airport escort, the airport assistance team member will meet you at the aircraft door and will assist you through the airport onto your connecting flight. If you’d prefer to use your own manual wheelchair when connecting through to the airport, please do let our airport teams know prior to your flight, so that they can ensure it is tagged correctly and returned to you upon landing. 

If you are looking to bring an electric wheelchair and wish to use this during your connection, please do allow some additional time as this process will take slightly longer due to the careful manual handling of these devices. 

Futher assistance

Complaints and feedback

Your feedback is vital to how we run things around here. Good or bad, let us know about your experience with us and we'll use it to make ourselves better. Click the link here to our Complaints and feedback forms

Complaints and feedback forms

Delayed, lost or damaged Items

If your bags or checked in items have been delayed, lost or damaged please click the following link to our Baggage page where you can find out how to inform us of the incident  

Delayed, lost or damaged Items