Special assistance
If you need special assistance, please let us know as soon as possible but at least 72 hours before your flight. You can request special assistance in My booking, or get in touch on the details below.
On this page you’ll be able to find lots of information on the types of assistance we can arrange and what facilities are available both onboard and at the airport.
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.
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