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Help centre

Welcome to help centre. If you've got a question about your Virgin Atlantic Holidays booking or Virgin Atlantic flight, you'll find the answer here.

 

Travel news and alerts

We want to make sure every part of your experience with us is amazing, from researching where and when to fly and choosing the best ticket, to letting you know your options if your plans change or go astray

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.

 

On this page:
  • Common questions
  • Popular help articles

Can I help?

Hi, I'm Amelia, the Virgin Atlantic help bot. Give me a try! I have answers to many common questions.

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Planning your trip

These popular help topics will help you find out what you need to know before you go.

Travel advice

Travel advice

Check out the latest travel restrictions and requirements for the places you want to go.

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Check in advice

Check in advice

Use our handy checklist to make sure you've got everything you need before arriving at the airport.

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Airport guides

Airport guides

Top tips to help you plan your journey and breeze through the airport.

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Flying with children

Flying with children

Everything you need to know about travelling with the family or children flying alone

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Group travel

Group travel

Planning a group trip? Let us take the stress away with the help of our designated group travel team

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Seating

Help with seating

From bulkheads to exit rows, here's all you need to know about seating on board our aircraft.

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Special assistance

Special assistance

Just ask. We're always on hand to help - Whenever and however you need us.

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Baggage information

Baggage

We've all got baggage. Find out what you can and can't take with you on your flight.

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Aircraft

Flying Club FAQs

Got questions about your Flying Club membership or points?

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Find answers to common questions

Travel to the United Kingdom

What are the rules for entry in to the UK?

All Covid-19 restrictions were removed for UK arrivals on 18 March 2022.

Regardless of vaccination status or point of origin, you’ll no longer require a test, won’t need to show proof of vaccination, or complete a Passenger Locator Form. If your final destination is outside the UK, please check what Covid-19 entry requirements apply on our Travel Advice page, as some countries may still have measures in place. As ever, please ensure you have your passport and relevant documentation e.g. visa, if applicable.

Travel to the United States

What are the Covid-19 requirements to enter the United States?

Good news - visiting the USA is now even easier. Foreign nationals arriving to the USA by air on or after 12 May 2023 are no longer required to show proof of Covid-19 vaccination or complete passenger attestation. Contact tracing information is still mandatory and can be completed during Online Check In (which opens 24 hours before departure). This applies to all customers including international visitors, US citizens, US nationals and lawful permanent residents.

Do I still need an ESTA?

Yes, if eligible under the US Visa Waiver Program, you’ll still need to apply and obtain an ESTA (Electronic System for Travel Authorization) for travel, in addition to any Covid-19 requirements.

 

For more information, including other Visa types, please visit the US Department of State website.

Virgin Atlantic Airways

I’m ready to book - what flexibility do you offer?

For all new bookings from 24 June 2022 onwards, the terms to change your booking depends on your type of ticket. 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. For all flights, make sure you understand the Conditions of Carriage and for package holidays, the terms and conditions will set out your options. As ever, you should ensure you have adequate travel insurance for your trip.

How can I rebook my flight?

To rebook your flight or request a change, simply go to this page and click on 'ask me' at the bottom right of the screen to start a chat using our web messaging service.

 

Once we receive and action your request, we’ll update your booking and send you confirmation. If your original booking was made prior to 24 June 2022, our flexible booking policy will apply and admin fees will be waived. Fare difference may apply.

 

Please don’t worry if it takes a few days to get back to you, just keep your booking reference safe. If you are travelling imminently or think rebooking or rerouting is not suitable for you, our team can also discuss other options with you.

Rebook my flights Alternatively you can contact us
My flight is cancelled - what are my options?

Where a flight is cancelled, we’ll be in touch with you and always try and book you on to the next available flight(s) so you can complete your journey. If you don’t want to reschedule immediately, we can rebook your flights for a new date all the way until 31 December 2023 or of course you can request a refund. More information on your options when a flight is cancelled can be found here. If you made your booking through a third party or travel agent, please contact them directly to discuss your options. 

Will I need a Covid-19 test to travel and how can I get one with Virgin Atlantic?

With the exception of China, most of the destinations we fly to no longer require a pre-departure Covid-19 test, but it's very important that you check in advance. Our Travel Advice page contains information by country, but it's recommended that you always check official government or tourist board websites, as well as the UK FCDO foreign travel advice. Protocols may depend on your vaccination status, your point of origin, nationality and the country you're flying to (or connecting through). If you do need a test you can find details of recommended Covid-19 test providers here.

What Covid-19 measures are in place onboard and at the airport?

As travel restrictions continue to ease for most of the countries we fly to, health and safety remains our number one priority.

 

Onboard and at the airport, together with our partners we’re committed to providing a safe and controlled environment, with robust and proportionate steps to minimise the risk of Covid-19 transmission.

 

  • Every aircraft is disinfected before each flight, using hospital grade, registered disinfecting product, tested to be highly effective against viruses.

  • All air on board is filtered through highly effective High Efficiency Particulate Air (HEPA) filters that remove dust, allergens, bacteria, viruses and other particles from cabin air (testing shows a removal efficiency of 99.999%), with vertical air flow refreshing cabin air completely every 2-3 minutes.  

 

Together, all of these measures ensure the aircraft environment is a very safe place to be. 

 

Currently none of our destinations mandate face masks to be worn. It is therefore your own personal choice whether you wear a face mask or not. It is reccommended on Shanghai services.

 

On Shanghai services we also offer individual health packs, containing medical grade face masks, hand sanitizer and surface wipes.

Do I need to wear a face mask onboard?

On services operating between London Heathrow and Shanghai, it is recommended that you wear a face masks, including on disembarkation at Shanghai-Pudong Airport.

 

Currently none of our destinations mandate face masks to be worn. It is therefore your own personal choice whether you wear a face mask or not. We encourage everyone to be respectful of fellow passengers’ mask preferences.

Who should I speak to if I booked with a travel agent?

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.

What's the best way to amend my booking with Virgin Atlantic Holidays?

To make a change to your holiday booking, please contact us.

Help topics


WhatsApp

Use our new WhatsApp service. You can contact us via WhatsApp Web if you're on a desktop, or your normal app on your mobile.

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Call or text us

You'll find the answer to most questions here. But if you have a specific flight or booking related query, drop us a line.

call or text us

Send us your comment or query

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.

send us your query

Contact us

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. We’re here to help.

Fill out a simple form

Using our forms is often the easiest way to solve your problem. Choose the relevant contact form and we'll get back to you as soon as possible.

Send us your query

Change booking via live chat

We've launched our new web messaging service. Log in to 'My booking' and look for the chat button to get started.

Log into my booking

Contact us

You'll find the answer to most questions here. But if you have a specific flight or booking related query, drop us a line.

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