This page explains the options you can expect to be given by airline staff, and your rights according to Regulation EC261/2004 when your flight is cancelled, or delayed.
It points you in the right direction for booking a new flight, it offers you help with making your insurance claim, or making a claim for compensation.
Did you book directly with us on the phone or online? For direct bookings made via the Virgin Atlantic website or contact centre only; call our flight disruption line on: +44 (0) 344 209 7777 in the UK, or 1-800-862-8621 in the USA.
Are you travelling with Virgin Atlantic Holidays? Virgin Atlantic Holidays customers already on holiday should make immediate contact with their nearest Virgin Atlantic Holidays representative. Virgin Atlantic Holidays customers in the UK should contact the Virgin Atlantic Holidays team directly during normal office hours on +44 (0) 344 739 6300
If you booked a Flight + Hotel package call our dedicated team on +44 (0) 0344 557 5850
Did you book with a travel agent? If your flight was cancelled, contact your travel agent or travel provider or tour operator to rebook on the next available flight.
It is our intention to make sure passengers from cancelled flight get to their destination at the earliest opportunity.
Claim a refund:
If we’re unable to rebook you, you may be able to claim a refund which will be credited to the original form of payment.
Did you book directly with us on the phone or online? For direct bookings made via the Virgin Atlantic website or contact centre only; call our flight disruption line on: +44 (0) 344 209 8711 in the UK, or 1-800-862-8621 in the USA.
Are you travelling with Virgin Atlantic Holidays? Virgin Atlantic Holidays customers already on holiday should make immediate contact with their nearest Virgin Atlantic Holidays representative. Virgin Atlantic Holidays customers in the UK should contact the Virgin Atlantic Holidays team directly during normal office hours on +44 (0) 1293 496883.
Did you book with a travel agent? If your flight was cancelled, contact your travel agent or travel provider or tour operator to rebook on the next available flight.
OR
Re-book onto another flight
Take a Virgin Atlantic flight to your destination at a later date convenient to you, subject to availability of seats in the same ticket class.
OR
Re-book on a Virgin Atlantic flight to/from another destination.
Subject to availability in the same ticket class, any additional fare or seasonal supplements will be collected.
Do you need a letter for your insurance company confirming your flight was cancelled? If you require a letter please email requestaletter@fly.virgin.com, with the following details:
We will then send the letter to you as soon as we can.
If your flight was cancelled and you wish to claim a refund of the unused part or parts, please take a look at our advice on claiming a refund:
Otherwise, if you have a paper ticket, please cancel your booking and provide us with a brief explanation of your refund request and return your unused paper ticket(s) to Virgin Atlantic Airways:
Virgin Atlantic - Care
VHQ
Fleming Way
Crawley
West Sussex
RH10 9DF
United Kingdom
Fax: 01293 444456
Email: refunds.hq@fly.virgin.com
Opening hours: 09.00 - 12.00, Monday to Thursday.
Please send us as much relevant supporting information as you can, including:
Read more about the EC Care Package (Regulation EC 261/2004).
In certain circumstances regulations may require airlines to pay financial compensation to customers if their flight is cancelled within 14 days of departure or delayed more than three hours. However this requirement does not apply if the cause of the delay or cancellation was due to 'extraordinary circumstances' which include weather conditions and the closure of airports.
Read more to find out your rights about cancelled and delayed flights (According to Regulation EC261/2004)
Did you book directly with us on the phone or online? For direct bookings made via the Virgin Atlantic website or contact centre only; call our flight disruption line on: +44 (0) 344 209 8711 in the UK, or 1-800-862-8621 in the USA.
Are you travelling with Virgin Atlantic Holidays? Virgin Atlantic Holidays customers already on holiday should make immediate contact with their nearest Virgin Atlantic Holidays representative. Virgin Atlantic Holidays customers in the UK should contact the Virgin Atlantic Holidays team directly during normal office hours on +44 (0) 1293 496883.
Did you book with a travel agent? If your flight was cancelled, contact your travel agent or travel provider or tour operator to rebook on the next available flight.
View contact numbers of our other worldwide contact centres
As you would expect, our telephone lines can be busy and we sometimes have long call waiting times, for which we apologise. If you don’t need to call us straight away please wait until call holding times reduce. If you are calling from outside the UK please remember that mobile roaming charges are usually more costly and therefore consider using a landline to a local number instead.
