Our Customer Commitment for Canada

Whilst it is sometimes unavoidable, we understand that flight delays and cancellations 

can be extremely frustrating and can disrupt your travel plans. In these situations, we are 

committed to providing you with the best level of service and information possible.

Keeping you informed during a delay or cancellation

If your flight is delayed or cancelled due to an unexpected issue, we’ll do everything we can to keep you informed—both at the airport and onboard. You can also check for updates anytime on www.virginatlantic.com.

We’ll keep our flight status displays and other information sources up to date and share the latest details with the airport so they can do the same.

Whenever possible, we’ll reach out to you using the phone number provided in your booking. To stay in the loop, we recommend adding a mobile number and email address to your booking at www.virginatlantic.com so we can send you timely updates via text and email throughout your journey.

Here’s how we’ll keep you informed:

• As soon as we know about a delay or cancellation, we’ll update you right away.

• We’ll provide updates every 30 minutes until a new departure time is set or alternative travel plans are arranged.

• If there are any new developments, we’ll let you know as soon as possible.

We’re here to help and will do our best to make any disruptions as smooth as possible.

In the event of an extended delay or a cancellation

No matter the reason, if your flight is delayed or cancelled, our team will be here to support and help.

Standard of Treatment

If your flight is delayed or cancelled due to reasons within our control or for safety reasons, and:

1. You are notified less than 12 hours before your scheduled departure, and

2. You have waited at least two hours after your original departure time,

We will provide:

• Food and drinks in reasonable quantities, based on the length of the wait, time of day, and location.

• Access to communication so you can stay connected.

• Hotel accommodations (or comparable lodging) for overnight delays if you're away from home, subject to availability and within a reasonable distance from the airport, along with transportation to and from the hotel or other accommodation

If the delay is beyond our control, we’ll be happy to provide you with hotel contact information.

Alternative Travel Arrangements:

If your flight is delayed by more than three hours or cancelled due to circumstances outside our control, we’ll do our best to accommodate your travel plans:

• Rebooking: We’ll rebook you on the next available Virgin Atlantic, codeshare, or interline partner flight on a reasonable route from the same airport, within 48 hours of your original departure time.

• Alternative Routing: If rebooking isn’t possible, we’ll find an alternative route on any airline to your destination. If this requires departing from a nearby airport, we’ll arrange transportation for you.

• Return Flight Adjustments: If needed, we can adjust your return to match the same length of stay.

• Refunds: If the new arrangements do not accommodate your travel needs, we’ll refund the unused portion of your ticket.  We can also refund your ticket and book you back to your point of origin if the travel no longer serves a purpose because of the delay or cancellation

If your flight is delayed by more than three hours or cancelled due to reasons within our control or for safety, we’ll accommodate your travel plans as follows:

• Rebooking: We’ll rebook you on the next available Virgin Atlantic, codeshare, or interline partner flight within 9 hours of your original departure time.

• Alternative Routing: If that’s not possible, we’ll re-route you on any airline via a reasonable route to your destination within 48 hours of your original departure time.

• Other Airports: If necessary, we’ll seek an alternative departure from a nearby airport and arrange transportation for you.

• Refunds: If the new arrangements  do not accommodate your travel needs, we’ll refund the unused portion of your ticket.  We can also refund your ticket and book you back to your point of origin if the travel no longer serves a purpose because of the delay or cancellation

Compensation for Delays and Cancellations

If your flight is cancelled or delayed due to reasons within our control, and you arrive at your final destination three or more hours late, you may be eligible for compensation—unless we informed you of the delay or cancellation at least 15 days in advance.

Compensation amounts based on arrival delay:

• $400 CAD for delays of 3 to 6 hours

• $700 CAD for delays of 6 to 9 hours

• $1,000 CAD for delays of 9+ hours

If you decline alternative travel arrangements and opt for a refund   you’ll also receive $400 CAD in compensation (provided the delay was within our control).

Compensation is not available if you have already received compensation for delays or cancellations or under another passenger rights regulation for the same event.

At times, flights may experience extended ground delays due to factors beyond our control, such as severe weather, air traffic restrictions, government regulations, or airport operational issues.

If your flight is delayed on the ground after the aircraft doors have closed for takeoff or after landing, we will provide:

• Access to lavatories

• Proper ventilation, heating, or cooling

• A way to communicate with people outside the aircraft, if feasible

• Food and drinks in reasonable quantities, considering the delay length, time of day, and airport location

Additionally, if a significant ground delay occurs, we will provide the opportunity to disembark when possible.

To account for no-shows, we, like most major airlines, may occasionally overbook flights. If more passengers with confirmed reservations arrive than there are available seats, we will proceed as follows:

Volunteers

We will first ask for volunteers willing to give up their seat in exchange for compensation.

Boarding Priorities

If there aren’t enough volunteers, we may need to deny boarding involuntarily. In such cases, priority for boarding will be given in the following order:

1. Unaccompanied minors

2. Passengers with disabilities, their support persons, or service support animals

3. Passengers traveling with family members

4. Passengers previously denied boarding on the same ticket (if we have been informed)

Information & Compensation

If you are involuntarily denied boarding, we will explain the reason, the compensation and treatment you may be entitled to, and your available options.
 

Rebooking & Travel Arrangements

• If denied boarding due to factors beyond our control:

• We’ll rebook you on the next available Virgin Atlantic, codeshare, or interline partner flight from the same airport within 48 hours after your original departure time.

• If that’s not possible, we’ll arrange alternative travel on any airline or from a nearby airport, providing transportation if needed.

• If denied boarding due to reasons within our control or for safety:

• We’ll rebook you on the next available Virgin Atlantic, codeshare, or interline partner flight from the same airport within 9 hours of your original departure time.

• If rebooking within 9 hours isn’t possible, we’ll arrange travel on any airline within 48 hours of your original departure.

• If necessary, we’ll provide an alternative departure from a nearby airport and arrange transportation.

Refunds

If the new travel arrangements do not accommodate your travel needs:

• We’ll refund the unused portion of your ticket.

• If you’re away from your point of origin and your travel no longer serves a purpose, we can refund your ticket and provide a confirmed return reservation to your point of origin.

Standard of Treatment

If you’re denied boarding due to reasons within our control or for safety purposes, we will provide the following before your next flight—unless doing so would cause further delay:

• Food and drinks in reasonable quantities, considering the wait time, time of day, and location.

• Access to communication so you can stay informed.

• Hotel accommodations (subject to availability) for overnight delays if you're away from home, along with transportation to and from the hotel.

Denied Boarding Compensation

If you are involuntarily denied boarding due to reasons within our control (and not required for safety purposes), you may be entitled to compensation—unless:

• You haven’t met our ticketing or check-in requirements, or you don’t meet our conditions of carriage.

• Your flight has been cancelled or delayed.

• You are rebooked on the same flight as originally scheduled at no extra cost.

Compensation amounts based on arrival delay:

• $900 CAD for delays of 0 to 6 hours

• $1,800 CAD for delays of 6 to 9 hours

• $2,400 CAD for delays of 9+ hours

We take great care in ensuring your baggage reaches your final destination safely. However, if your checked baggage does not arrive on your flight, we will make every reasonable effort to return it to you within 24 hours.

In cases of lost, damaged, or delayed baggage, our liability is governed by the Montreal Convention which outlines our maximum liability per passenger.

• If your baggage is lost or damaged, we will reimburse any checked baggage fees.

• If you declare a higher value for your baggage at check-in and pay the applicable fee, our liability will be limited to that higher declared value.

We strive to seat children under the age of 14 next to or near their accompanying family member at no extra charge. The seating arrangements are as follows:

• Children 4 years and under: A seat adjacent to their parent, guardian, or tutor.

• Children 5 to 11 years old: A seat in the same row, no more than one seat away from their parent, guardian, or tutor.

• Children 12 to 13 years old: A seat in the same general area, within one row of their parent, guardian, or tutor.

If you’d like to file a complaint about our services, please contact our Customer Care team. You can find all our contact details here

Alternatively, you can file a complaint with the Canadian Transportation Agency.

Your feedback is essential as we continue to improve our products and services. If your experience doesn’t meet your expectations, our Customer Care team is here to resolve any issues promptly.

We are committed to addressing all unresolved concerns. Our team will acknowledge each complaint in writing within 30 days of receipt and provide a final response within 60 days.

To view our Canada Tarrifs click here