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. 

Compliment form 

If you need help with your booking and you haven’t been able to find what you need on our website, you can speak to our team via live chat. Visit My booking and click or tap on the red ‘chat to us’ icon at the bottom of your screen.

If you’d like to share general feedback about your experience so far, you can do so here.

Pre travel feedback form 

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.

Post travel feedback form 

If you’d prefer to send your feedback to us by post, please include the following information:

 

  • 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 names of anyone you’ve spoken to
UK US
Virgin Atlantic
Customer Care
The VHQ
Fleming Way
Crawley                       
RH10 9DF
UK
Virgin Atlantic
Customer Care
5787 Vineland road
Suite 204, Orlando Florida, 32819
 

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

Non booking related feedback form 

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
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.