We love hearing about your positive experiences. Please tell us all about it using this form and we’ll do our best to pass your compliments on to those who deserve it.
If you need help with a booking and you haven’t been able to find what you need on our website, or you want to speak with our team for help, please visit our ‘Ways to contact us’ page for more information.
If you are unhappy with our service and you’d like to share feedback about your experience so far, you can do so here.
If you’re at the airport or onboard, please speak to a member of our team so they can help you right away.
Despite all our best efforts, things don’t always go to plan, and we’re sorry if we haven’t met your expectations this time. Please use our dedicated form to share any feedback you have with us so we can do better next time.
If you’d prefer to send your feedback to us by post, please include the following information:
| UK | US |
| Virgin Atlantic Customer Care The VHQ Fleming Way Crawley RH10 9DF UK |
Virgin Atlantic Holidays
|
If you need help with making a booking, or you haven’t been able to find what you need on our website, our customer centre team are here to help.
If you’d like to share any feedback with us about Virgin Atlantic, you can do so using this form
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
Telephone: 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.
