Regulation (EC) No 261/2004

We will provide you with meals and refreshments in reasonable relation to the waiting time, plus 2 short telephone calls, or telex, or fax, or e-mail messages;

• For 2 hours or more in the case of flights of 1500 km or less
• For 3 hours or more in the case of intra-community flights of more than 1500 km and all other flights between 1500 km and 3000 km
• For 4 hours or more in the case of all other flights

In addition to the above, flights delayed for more than 5 hours you have the choice:

• To cancel your booking and receive a refund of your unused ticket, and for the part of the journey already made if the delay means your flight no longer serves any purpose in relation to your original travel plans. Where relevant if you have already completed one or more segments of your flight we will also offer you a return flight to your first point of departure at the earliest opportunity.
• Inclusive/package tour passengers should be aware that a refund would only relate to the airfare portion of the package and not the whole cost of the holiday. Your Tour operator should be contacted for further advice before you cancel your booking.

If your flight is delayed until the next day (local time):

• In addition to the above, if you have chosen not to cancel your flight we will offer hotel accommodation.
• The care detailed above may be limited or declined if the provision of refreshments, meals and hotel accommodation would itself cause further delay.

You have the choice

• To cancel your booking and receive a refund of your unused ticket, and for the part of the journey already made if the cancellation means your flight no longer serves any purpose in relation to your original travel plans. Where relevant if you have already completed one or more segments of your flight we will also offer you a return flight to your first point of departure at the earliest opportunity. Inclusive/package tour passengers should be aware that a refund would only relate to the airfare portion of the package and not the whole cost of the holiday. Your Tour operator should be contacted for further advice before you cancel your booking.
• To take an alternative flight, under comparable transport conditions, to your final destination, where seats are available, at the earliest opportunity.
• To take an alternative flight to your destination, under comparable transport conditions and where seats are available, at a later date. (You will be responsible for any hotel accommodation; meals and other transport costs should you choose this option)

In addition:

• If your flight is cancelled without prior notification to yourself and you have commenced your journey to the airport we will provide you, whilst awaiting a later flight, with meals and refreshments in reasonable relation to the waiting time, plus 2 short telephone calls, or telex, or fax, or e-mail messages. If your new flight departure involves an overnight wait, we will offer hotel accommodation and transport to and from the hotel. (This provision will not apply if you have chosen to take an alternative flight at a later date)

If we cancel your flight within 2 weeks of your departure date we may offer compensation in the sum of £220, £350 or £520 depending on the distance of your flight. This depends upon the reason for the cancellation and the arrival time of your new flight.

Read more about our Compensation application process.

If you are denied boarding due to a shortage of seats on your flight:

Virgin Atlantic operates a 'voluntary' denied boarding scheme entitled 'Virgin Select' this scheme offers our passengers the opportunity to surrender their seats and receive a refund of their unused ticket or fly on a later Virgin Atlantic flight in exchange for a complimentary or discounted flight at a future date.

Passengers volunteering and accepted for the 'Virgin Select' scheme will also receive meals, refreshments and overnight accommodation depending upon the length of the waiting time. (Further details of the Virgin Select scheme can be obtained from member of our airport staff)

In the unlikely event that we have to deny boarding on an 'involuntary basis', you have the right to one of the following:

• Compensation in the sum of either £220, £300 or £520 depending on the distance of your flight, which will be reduced by 50% if your new flight is scheduled to arrive within 2,3 or 4 hours after your original arrival time, again depending or the distance of your flight. 
• cancel your booking and receive a refund of your unused ticket, and for the part of the journey already made if the delay means your flight no longer serves any purpose in relation to your original travel plans. Inclusive/package tour passengers should be aware that a refund would only relate to the airfare portion of the package and not the whole cost of the holiday. Your Tour operator should be contacted for further advice before you cancel your booking.
• To take an alternative flight, under comparable transport conditions, to your final destination, where seats are available, at the earliest opportunity 
• To take an alternative flight to your destination, under comparable transport conditions and where seats are available, at a later date. (You will be responsible for any hotel accommodation; meals and other transport costs should you choose this option)

Plus

• We will provide you with meals and refreshments in reasonable relation to the waiting time, plus 2 short telephone calls, or telex, or fax, or e-mail messages. If your new flight departure involves an overnight wait, we will offer hotel accommodation and transport to and from the hotel. (This provision will not apply if you have chosen to take an alternative flight at a later date)