If you need special assistance, please let us know at least 48 hours before your flight (or more if you are travelling with an assistance dog). You can request special assistance in My booking, or get in touch on the details below.

Good to know

 

To ensure the health and safety of our customers and our people remains our number one priority, we’re implementing new measures to give you even greater peace of mind when you take to the skies with us.

On board

Our on-board wheelchairs are cleaned and disinfected regularly with high-grade products, tested to be effective against viruses and we’ll clean these after each use.

Hidden disabilities

If your disability isn’t an obvious one, it can be hard to ask for help. That's why we’ve come up with an inconspicuous way of letting our staff know you may need some assistance. For more info, check out this page on assistance for hidden disabilities.

Face masks

We will require our customers to wear facemasks at all times on the plane, but we understand that this may not be possible for some of our customers with medical conditions.

 

Find out about face mask exemptions

Boarding

Customers who require additional time or assistance will board as a priority; we’ll be more than happy to help you first.

Services we offer

Help articles

Get in touch with our Special Assistance team

Our contact centre has had to close temporarily following Government advice to protect our colleagues from the spread of Coronavirus.

 

We're currently unable to answer any telephone calls but our advisors are working from home and are able to assist you via email: special.assistance@fly.virgin.com

 

Due to extremely high volumes it is taking longer to reply to but we will respond within 14 days.  If you have a question about a future flight please message our contact centre team. We are asking customers to only message us if their flight is within the next 72 hours. 

If you have a question for the team, you can send us your query. Select Special Assistance, give us the details and hit send. We'll respond as soon as possible.

 

Alternatively, you can get in touch with us by email:
Special_Assistance@fly.virgin.com