Advice & support

When you land

Free WiFi is provided at Hong Kong’s International Airport.

You’ll be able to connect to the “#HKAirport” free wi-fi network by following their on-screen login process. No registration is required.  Please refrain from using your device in the Immigration Hall.

If you have a pre-booked transfer

For international arrivals with a pre-booked transfer, please look out for your rep who will be ready and waiting for you once you have cleared Immigration and Customs. Make your way through exit door “B” in to the arrivals hall.

Destination Asia is our chosen local agent for Hong Kong, and they provide our meet and greet service. Where you are met on arrival, your rep will be wearing a Destination Asia uniform and will be holding a signboard displaying your name or the Virgin Holidays logo.

For domestic arrivals:

Not applicable in Hong Kong

If you don’t have a pre-booked transfer:

Unfortunately, our local reps won't be able to meet you on arrival.

On your holiday

Whilst we won't have Virgin Holidays reps visiting your hotels, rest assured our teams are based locally and you can contact them via WhatsApp, phone, or email.  

If you have a problem with your hotel room, please speak to someone at reception in the first instance, as they’ll be best placed to help. If it’s not something they’re able to resolve, please contact us and we'll get back to you as soon as possible.

Find the contact details for your in-resort team

When you land

Two hours free WiFi is provided at Denpasar’s Ngurah Rai Airport.

You’ll be able to connect to the “DPS” free wi-fi network by following their on-screen registration process.  Please refrain from using your device in the Immigration Hall.

If you have a pre-booked transfer

For international arrivals with a pre-booked transfer, please look out for your Rep who will be ready and waiting for you once you have cleared Immigration and Customs.

Make your way through the exit doors and look for your rep waiting to meet you in the Arrivals hall. 

Destination Asia is our chosen local agent for Indonesia, and they provide our meet and greet service. Where you are met on arrival, your rep will be wearing a Destination Asia uniform and will be holding a signboard displaying your name or the Virgin Holidays logo.

If you don’t have a pre-booked transfer

Unfortunately, our local Reps won't be able to meet you on arrival.

For domestic arrivals

Unfortunately, our local reps won’t be able to meet you on arrival.

On your holiday

Whilst we won't have Virgin Holidays reps visiting your hotels, rest assured our teams are based locally and you can contact them via WhatsApp, phone, or email.  

If you have a problem with your hotel room, please speak to someone at reception in the first instance, as they’ll be best placed to help. If it’s not something they’re able to resolve, please contact us and we'll get back to you as soon as possible.

Find the contact details for your in-resort team

When you land

Three hours free WiFi is provided at Singapore’s Changi Airport.

You’ll be able to connect to the “#WIFI@Changi” free WiFi network by following their on-screen registration process.  Please refrain from using your device in the Immigration Hall.

If you have a pre-booked transfer

For international arrivals into Singapore’s Changi Airport with a pre-booked transfer. Once you have cleared Immigration and Customs, make your way through the Exit doors and look for your Rep who will be waiting to meet you in the arrivals hall.  

For domestic arrivals into Singapore’s Changi Airport, unfortunately, our local reps won’t be able to meet you on arrival.

Destination Asia is our chosen local agent for Singapore, and they provide our meet and greet service. You’ll recognise them as they will be wearing a Destination Asia uniform and will be holding a sign displaying either your name or the Virgin Holidays logo.

If for any reason you’re unable to locate our representatives, please approach the airport help desk located in the arrivals hall. Here you can request for assistance in contacting us on +65 6887 5508 Ext: 845 or in an emergency (after office hours) on +65 9833 8275.

If you don’t have a pre-booked transfer

Unfortunately, our local Reps won't be able to meet you on arrival.

On your holiday

Whilst we won't have Virgin Holidays Reps visiting your hotels, rest assured our teams are based locally and you can contact them via WhatsApp, phone, or email.  

If you have a problem with your hotel room, please speak to someone at reception in the first instance, as they’ll be best placed to help. If it’s not something they’re able to resolve, please contact us and we'll get back to you as soon as possible.

Find the contact details for your in-resort team

When you land

Two hours free WiFi is provided at the following airports: Bangkok Suvarnabhumi, Bangkok Don Mueang, Phuket International, Krabi International, Koh Samui International and Chang Mai International.

You’ll be able to connect to one of the three following networks using their on-screen registration process:

• AIS: Airport AIS FREE WIFI

• DTAC: Airport DTAC FREE WIFI

• TRUE: Airport True FREE WIFI
  
  

If you have a pre-booked transfer

Please be aware that at some airports, our drivers are required to wait beyond airport property. Our Rep will guide you to the designated pick-up point once your driver is on the way to the terminal.

Destination Asia is our chosen local agent for Thailand, and they provide our meet and greet service. You will recognise them as they will be wearing a Destination Asia uniform and holding a sign displaying either your name or the Virgin Holidays logo.

If for any reason, you can’t locate the Destination Asia Reps, head to The Association of Thai Travel Agents (ATTA) desk or the airport information desk for assistance in contacting them.

If you don’t have a pre-booked transfer

Unfortunately, our local Reps won't be able to meet you on arrival.

Arriving into Bangkok Suvarnabhumi International Airport

For international arrivals with a pre-booked transfer, please look out for your Rep who will be ready and waiting for you at the Exit B meeting point, near Exit door 6.

For domestic arrivals with a pre-booked transfer, please meet your Rep at Exit A meeting point, near Exit door 3. 

In the unlikely event of a problem with your transfer, please call our 24-hour Customer Service team on:  +66 (0) 81 812 2917.

Arriving into Bangkok Don Mueang International Airport

For international arrivals with a pre-booked transfer, please look out for your Rep who will be ready and waiting for you at the meeting point, near Exit door 3.

For domestic arrivals with a pre-booked transfer, please meet your Rep at the meeting point, near Exit door 10. 

In the unlikely event of a problem with your transfer, please call our 24-hour Customer Service team on:  +66 (0) 81 812 2917.

Arriving into Phuket International Airport

For international arrivals with a pre-booked transfer, after having reclaimed your baggage, head to Exit 3-4 (the hotel and tour operator meet and greet area) where you will see your Rep ready and waiting for you.

For domestic arrivals with a pre-booked transfer, please meet your Rep outside arrivals at the meeting point, near Exit door 10. 

In the unlikely event of a problem with your transfer, please call our 24-hour Customer Service team on:  +66 (0) 81 104 1874.

Arriving into Chiang Mai International Airport

For international and domestic arrivals with a pre-booked transfer, please look out for your Rep who will be ready and waiting for you in the Arrivals hall.

In the unlikely event of a problem with your transfer, please call our 24-hour Customer Service team on:  +66 (0) 81 812 2917.

Arriving into Koh Samui International Airport

For international and domestic arrivals with a pre-booked transfer, after having reclaimed your baggage, make your way to the designated tour operator meeting point where your Rep will be ready and waiting for you.

In the unlikely event of a problem with your transfer, please call our 24-hour Customer Service team on:  +66 (0) 81 812 2917.

Arriving into Krabi International Airport

For international arrivals with pre-booked transfers, please make your way to the ground floor, Exit 1, meeting point where your Rep will be ready and waiting for you.

For domestic arrivals with a pre-booked transfer, please meet the Rep at the central meeting point.

In the unlikely event of a problem with your transfer, please call our 24-hour Customer Service team on:  +66 (0) 81 104 1874.

On your holiday

Whilst we won't have Reps visiting your hotels, rest assured our teams are based locally and you can contact them via WhatsApp, phone, or email.  

If you have a problem with your hotel room, please speak to someone at reception in the first instance, as they’ll be best placed to help. If it’s not something they’re able to resolve, please contact us and we'll get back to you as soon as possible.

Find the contact details for your in-resort team