Terms and conditions

Your contract will be with Virgin Holidays Limited, (trading as Virgin Atlantic Holidays), registered company number 01873815, with registered address at Company Secretariat - The VHQ, Fleming Way, Crawley, West Sussex, United Kingdom, RH10 9DF; a member of ABTA with membership number V2043 and ATOL holder number 2358.

The following terms shall have the meanings set out below when used in these Booking Conditions:

Definitions

'We', 'our', 'us', 'Virgin Atlantic Holidays' means Virgin Holidays Limited.

'Holiday', ‘booking’ means the travel services booked by you and/or any person on your behalf.

‘Unavoidable and Extraordinary Circumstances’ means any events or circumstances which neither we nor the suppliers of any service(s) in question could have  foreseen or avoided, even if all due care had been exercised. Such events include, without limitation: war or threat of war; riot; civil unrest/strife; hostilities; political unrest; health risks; infectious diseases; epidemics and pandemics and government measures to combat such outbreaks; the act of any government or other national or local authority or the act of any airport, port or river authorities; industrial dispute; sanctions; lock closure; natural or other disaster (including, without limitation, chemical or biological); nuclear incident; terrorist activity and/or its consequences or the threat of such activity; adverse weather conditions; closure of airports; fire; volcanic eruption; flood; drought; re-scheduling or cancellation of flights or alteration of the airline or aircraft type by an airline and  unforeseeable technical problems with transportation, airport, port or airspace closure, restriction or congestion; flight or other travel restrictions imposed by any government, regulatory authority or other third party; Sargassum Seaweed (or similar); consequences of Brexit; and all similar events outside our or the concerned supplier’s control.

These Booking Conditions, together with our Privacy Policy, our website terms and conditions of use (where you have made a booking via our website), the Useful Information, together with any and all information that we provide to you in regard to your booking, form the basis of your contract (“the Contract”) with us. 

In these Booking Conditions references to "you" and "your" means the first named person on the booking (the lead name) and all persons named on the booking (including anyone who is added or substituted at a later date) and any one of them, as applicable.

‘ATOL’ means Air Travel Organisers’ Licence.

‘ABTA’ means Association of British Travel Agents.

‘Privacy Policy’ means the policy found here: https://www.virginholidays.co.uk/customer-support/privacy-statement

‘Useful Information’ means the information found here: https://www.virginholidays.co.uk/customer-support/useful-information

1. Your Holiday Contract

1.1. If you fly with Virgin Atlantic Airways Limited, Virgin Atlantic Airways Limited Conditions of Carriage shall apply to the flight element of your booking including but not limited to article 6.5 Taking your flights in the right sequence, article 6.6 If you do not show up for your flight, and article 12, Unacceptable Behaviour available at: https://help.virginatlantic.com/gb/en/policies/conditions-of-carriage.html. If a flight element of your booking is with another airline, the Conditions of Carriage of that Airline may apply.

For example, if you do not take your flights in the agreed sequence (including missing out a flight), your ticket may not be honoured and may not be valid and the carrier may cancel any onward or return journeys. For example, if you fail to take your outbound flight, your return flight will be cancelled in accordance with Virgin Atlantic Airways Limited Conditions of Carriage. 

1.2 The lead name shall be responsible for the administration and correspondence in regard to the booking and warrants that he or she is aged 18 or over and has the authority to make the booking (and any amendments and/or cancellations) on behalf of all the persons in the booking. In making a booking with us, the lead name is regarded as having read, understood and agreed to these Booking Conditions on behalf of themselves and everyone else in the booking. The lead name shall be liable for:

1. the full payment of any deposits and balances;
2. the payment of any amendment fees or cancellation charges;
3. providing the details all the persons named in the booking to us;
4. passing on any and all information issued by us to all persons in the booking including, without limitation, our booking confirmation invoices and these Booking Conditions; and
5. the conduct of the persons in the booking.

1.3 After we receive your booking and all appropriate payments and, if the arrangements you wish to book are available, we will confirm your booking to you and issue a confirmation invoice. We reserve the right not to accept your booking at any time up until we have issued a confirmation invoice to you and, in this event, we will refund any deposit and/or payments that you have paid to us.

1.4. The Contract will come into existence between us when we dispatch the confirmation invoice to the lead name. It is important to check the details on your confirmation invoice when you get it (or at the time of booking if you book within 12 weeks of departure), to ensure that all the details are exactly as you requested. In the event of any discrepancy, please contact us immediately as it may not be possible to make changes or corrections at a later stage, without incurring amendment charges.

1.5. This Contract shall be  governed by English Law and any dispute, claim or other matter which arises between us out of or in connection with your Contract or booking will be dealt with by the exclusive jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you are a resident in either of those jurisdictions. Only us and the lead name on the booking shall have any rights to enforce these Booking Conditions (the provisions of clause 22 apply).

Provisional bookings and our right to change your booking

1.6. Some airlines and accommodation providers only load their seats/rooms to sell approximately 10 months before the departure. If this applies to your booking, we will tell you at time that you make a booking enquiry with us and will issue a provisional invoice setting out the provisional costs and details of your provisional booking, for which we will take a refundable deposit from you. This will be a provisional booking only and there will not be a Contract between us until you accept any changes that may be applicable to your provisional booking, in accordance with clause 1.7 below.

1.7. Pursuant to clause 1.6 above and, once the relevant airline/accommodation(s) have released the seats/rooms and associated costs, there may be changes to the total price, flight details (including flight times) and/or accommodation details of your provisional booking. Any such changes shall not be deemed to be an alteration of the price, or a significant change, pursuant to Regulation 10 and/or Regulation 11 of the Package Travel and Linked Travel Arrangements Regulations 2018, because your booking was only provisional – and not yet confirmed by us. We will communicate any changes to your provisional booking as soon as is practicable and you will then have the choice of:

(i) accepting the changes by notifying us within 7 days of us advising you of the changes to your provisional booking and  paying any increase in price, in which case we will issue a confirmation invoice to you, your booking will be confirmed and the Contract between us shall be formed. Should we not hear from you within 7 days of us advising you of the changes to your provisional booking, we will take this as your acceptance of the price increase and intention to proceed with the booking; or

(ii) not accepting the changes, in which case you will need to notify us within 7 days of us advising you of the changes to your provisional booking. In this event, your provisional booking will cease to exist and we will refund the deposit that you paid to us. In this event, we shall have no further liability to you, nor shall we be liable for any  damage, loss, cost or other expense arising out of, or in connection with, the same.

Any cancellations under this clause 1.7 made outside of the 7 day period specified above shall be subject to our cancellation terms as set out at clause 8 of these booking conditions.

Paying for your holiday

1.8 We accept payment by credit card and debit card. In order to confirm your chosen arrangements, you must pay a deposit (which, for some elements of your booking may be non-refundable). The amount of the deposit will be confirmed to you at time of booking and will be determined by the nature and type of travel services you require. The balance of the cost of your arrangements (including any surcharge where applicable) is due no later than12 weeks prior to your departure. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in clause 8 will become payable and we will retain the deposit paid.

1.9 If booking within 12 weeks of departure, full payment will be required by credit card or debit card at the time of booking.

Check-in deposits

1.10. You should be aware that some suppliers (e.g. accommodation providers, etc.) may authorise or charge your payment/credit card at check-in as a deposit for any incidentals such as room service, telephone calls or other hotel services, or for damage or incidents occurring during your stay and which are not part of your holiday package with us. Some suppliers may require a cash deposit upon check-in for customers who do not have a payment/credit card. The amount authorised or charged can vary considerably depending on the supplier and/or the destination. It is your responsibility to ensure sufficient funds or credit are available to cover the amount required by the supplier. We are not responsible for setting the amount of any deposit required and if you have any queries you should contact the supplier prior to your departure.

Credit Card Fraud Contingency

1.11. If you do not supply the correct credit or debit card billing address and/or cardholder information, your booking will not be confirmed, the issue of your tickets may be delayed and the overall cost of your booking may increase. We reserve the right to cancel your Holiday if payment is declined for any reason or if you have supplied incorrect credit or debit card information. We also reserve the right to carry out random checks  in order to minimise credit or debit card fraud. If we become aware of, or are notified of, any fraud or illegal activity associated with the payment for the booking, the booking will be cancelled and you will be liable for all costs and expenses arising from such cancellation, without prejudice to any action that may be taken against us.

Disney Park Tickets

1.12. A valid theme park ticket is required to enter a Walt Disney World theme park or water park. Customers who add tickets to their stay in a Walt Disney World resort hotel, will see their park tickets available as soon as they link their hotel reservation to My Disney Experience. Customers who are staying outside of Walt Disney World resort, can add their tickets at time of booking in line with the main holiday deposit, and will receive the ticket reference numbers after the full balance of the total holiday has been paid. After full balance has been paid, ticket numbers will be received by the customer within 7 working days of total balance payment. Until full balance has been paid, the tickets are on request, and are not confirmed.

Booking through Virgin Atlantic Holidays Retail Stores and Call Centre

1.13. If you make a booking with us through our dedicated retail stores or call centre rather than booking online, a non-refundable booking fee will be charged in addition to the deposit payable under clause 1.8 of the these Booking Conditions.

1.14 For cruise-only bookings, please refer to our specific terms and conditions (Virgin Atlantic Holidays Cruises Booking Conditions) available here. For all other cruise holidays that include flights and additional packages, the standard Virgin Atlantic Holidays Booking Conditions will apply.

2. Website accuracy

We endeavour to ensure that all the information and prices on our website, in our brochures and on other promotional materials including any information and prices communicated by our customer centre and retail team are accurate, however, occasionally changes and errors occur and we reserve the right to correct prices and other details in any such circumstances and at any time. You must check the current price and all other details relating to the travel arrangements that you wish to book before you make a booking with us. We will not be liable for booking errors which are attributable to you and, should you subsequently need to amend a booking that we have confirmed, amendment charges shall apply. If a price on our booking confirmation, website, brochures or promotional material is incorrect due to an error, we reserve the right to cancel the booking made at that price without any liability to you, unless you wish to pay the correct price and proceed with the booking.

3. Passports, visas, health requirements and travel documents

3.1. It is your responsibility to check and comply with any travel, passport, visa, entry, health, vaccination, testing and immigration requirements applicable to your booking before departure.

A full and valid passport is required for destinations we feature (including for children) and visas (transit, business, tourist or otherwise) may be required for some destinations - and depending on the passport you hold. Requirements change on a regular basis (including the length of time it is likely to take to obtain the appropriate passports and visas) and you must therefore continually check and monitor the requirements up to your date of return, both in regard to the countries to which you are travelling to or through - and any requirements on your return to the UK.

3.2. Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. In addition to the relevant embassies and/or consulates, information can also be found on the following websites:

• FCDO (https://www.gov.uk/foreign-travel-advice)
• NaTHNaC (https://travelhealthpro.org.uk/)
• Brexit (https://www.gov.uk/visit-eu-switzerland-norway-iceland-liechtenstein)
• GHIC: (https://www.gov.uk/global-health-insurance-card)
• Passports: (https://www.gov.uk/apply-renew-passport); https://www.gov.uk/browse/abroad/passports and https://www.gov.uk/browse/citizenship/passports
• Guidance - Foreign embassies in the UK:  https://www.gov.uk/government/publications/foreign-embassies-in-the-uk

For further information contact the Passport Office on 0300 222 0000.

Please note: for full details on passport requirements for your chosen holiday destination, please contact the Identity and Passport Service on 0300 222 0000 or the US Embassy on 0207 499 9000

Please note: special conditions apply for travel to the USA, and all travellers must have individual machine readable passports. Please check https://uk.usembassy.gov.and https://esta.cbp.dhs.gov/

3.3. You should consult your doctor for current recommendations and information on inoculations or vaccinations before you depart relevant to the destination you will be visiting or transiting through.

3.4. Travel to certain destinations may involve greater risk than others. You are strongly recommended to review any travel warnings, prohibitions, announcements or advisories issued or updated by The Foreign, Commonwealth and Development Office Travel Advice Unit at www.gov.uk/travelaware prior to booking your international travel arrangements and regularly prior to departure.

USA – Travel Authorisation (ESTA)

3.5. It is mandatory for anyone travelling to or transferring through the US under the Visa Waiver Program, to obtain approval to travel no later than 72 hours prior to travel by completing an online process ESTA (Electronic System for Travel Authorisation) scheme. The cost of an ESTA is currently approximately $21 per person (as of November 2023) and can be obtained by visiting https://esta.cbp.dhs.gov where further information on the scheme and the up to date fee can also be found. Failure to obtain an ESTA could result in the passenger being denied boarding by the airline.

3.6.  Virgin Atlantic Holidays accepts no liability if you or any member of your party cannot travel or are refused entry onto any airline, or transport, or into - or through  (whether or not you are required to leave the aircraft) - any country because they have not complied with any travel, passport, visa, ESTA, vaccination, testing or immigration requirements or are not in possession of necessary travel documentation (including, without limitation, a valid ESTA, vaccination certificates, testing kits and any other required documentation). You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any such requirements.

4. Insurance

4.1. It is a condition of your Contract with us that you and all other members of your party including all infants and children, are adequately insured from the time of booking and for the duration of  your Holiday and return. You must be satisfied that your insurance fully covers all your personal requirements including, without limitation, full Covid-19 cover, personal belongings, loss of baggage/money, any pre-existing medical conditions, cancellation charges, medical and/or other expenses, repatriation and assistance costs in the event of accident or illness and car rental and/or any activities that you have booked or may book (including, without limitation, any additional cover for skiing/extreme sports/adventure travel).  Please read and take your policy documents  with you on holiday.

4.2. Please note that if you transfer your holiday to another person, you cannot transfer your Holiday insurance. The new traveller must ensure that they have their own insurance in line with these Booking Conditions.

4.3. We strongly advise that you take out a policy of insurance with cover for any activities you have booked, including additional cover for skiing/extreme sports/adventure travel and all other activities you have booked.

5. Your financial protection

5.1. We provide full financial protection for our package holidays, by way of our Air Travel Organisers Licence number 2358 issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email claims@caa.co.uk. When you buy an ATOL protected flight or flight inclusive package from us, you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

5.2. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t able do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

5.3. If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

5.4. If you book arrangements other than a package holiday (e.g. accommodation only), the financial protection referred to above does not apply.

6. Your holiday price

6.1. We are able to change the price of your package holiday after you have booked as a result of changes:

(i) in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources;

(ii) in the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; or

(iii) to exchange rates relevant to your booking. 

However, there will be no change to the cost of your travel arrangements within 20 days of departure.

6.2. You will be charged for any increase to the price of your package holiday which is due to any of the changes set out in clause 6.1. If the increase in price is more than 8% of the price of your total travel arrangements (excluding insurance premiums and amendments charges), you will have the option of:

(i) accepting the price difference and paying the additional amount due; or

(ii) accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality, you will not have to pay more but if it is of lower quality you will be refunded the difference in price); or

(iii) cancelling your booking and receiving a full refund of monies paid, except for any amendment charges and cancellation charges already incurred.

We will consider at our discretion an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.

Should you decide to cancel due to a price increase of more than 8%, you must exercise your right to do so within 14 days from the issue date printed on your invoice.

Any cancellations made under this clause 6.2 outside of the 14 day period specified above shall be subject to our cancellation terms as set out at clause 8 of these booking conditions.

Should we not hear from you within 14 days from the issue date printed on your invoice, we will take this as your acceptance of the price increase and intention to proceed with the booking.

6.3. Should the price of your travel arrangements go down due to the changes mentioned in clause 6.1 above, then any refund due will be paid to you. We will deduct from this refund our administration expenses incurred. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel arrangements due to contractual and other protections in place.

Onboard Gratuities / Service Charges

6.4. Cruise lines operate varying policies regarding onboard tipping. Many will automatically add a daily charge to your onboard account. This charge will either be discretionary or mandatory; if discretionary the charge may be removed upon request. Some cruise lines also allow this daily charge to be pre-paid at the time of booking which can be cheaper than paying onboard.

6.5. Pursuant to clause 6.6 and, in addition to any daily charge, a compulsory service charge of approximately 15-20% often also applies to all bar, spa and salon bills. This compulsory charge is not covered when pre-paying any daily service charge. Prices exclude any gratuity or service charge that may be payable on board or in advance.

6.6. In accordance with the cruise lines’ terms and conditions, you will be required to abide by the cruise line’s gratuity / service charge policy and must settle your account in full before disembarking the ship at the end of your cruise.

7. If You Change Your Booking

7.1. If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, the lead name on the booking must inform us as soon as possible and the effective date of any change shall be the date that we receive notification from you. We will endeavour to make these changes (subject to these Booking Conditions and any applicable charges being paid by you), but it may not always be possible. Any amendments are subject to availability and eligibility and if we are able to make the change to your confirmed booking, you will be required to pay an administration charge of at least £50 per person/per change, in addition to any further costs or charges that we incur (whether from our suppliers or otherwise) in making the changes to your booking.  You should be aware that these costs could increase the closer to the departure date that changes are made and you should therefore contact us as soon as possible.

7.2. If the amendment results in fewer people in your booking, then the total price payable for the booking will be adjusted accordingly based on the lower number of people in the booking, which may result in an increase in price per remaining person. Cancellation fees will also be payable in regard to the people who have cancelled their place in a booking. If a cancellation brings the total number of people in the booking below the minimum number required to qualify for any discount in price or a concession for any accompanying adults, the total price and concessions may be adjusted accordingly.

7.3. You can transfer your booking to another person, who satisfies all the conditions that apply to the booking, by the lead name giving us notice in writing or via telephone at least 7 days before departure. Both the previous person and the new traveller are responsible for paying all costs and charges we incur in making the transfer, including an additional administrative fee of £50 per person. Most airlines do not permit name changes for any reason, therefore you may have to pay the full cost of an alternative flight (where available) for the new traveller.   In relation to any transfer, please note the provisions of clause 4 relevant to insurance.

7.4. Some hotel/Accommodation Providers do not permit name changes and as such the reservation may need to be cancelled (such cancellation may incur cancellation charges) and rebooked at the rates prevailing on the date of rebooking. These additional charges must be paid prior to the reservation changes taking effect. 

7.5. The cost to transfer a booking to another name could be anything up to 100% of the original price. All elements to be rebooked shall be at the prevailing rates in force at the time of the rebooking and are subject to availability. Where possible, we will endeavour to make the changes at the lowest possible cost but we accept no liability if we are unable to secure the changes at an amount equivalent to or less than the original booking.

7.6. Name change requests within 48 hours of the date of departure cannot be guaranteed. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight. If you request to change all names on a booking, this will be considered as a cancellation and new booking and full cancellation charges will apply.

7.7. You should be aware that any amendment costs or fees could also increase the closer to the departure date that changes are made. Only one change of departure date, per booking may be permitted, subject to availability. Any further changes to your departure date will be treated as a cancellation and full cancellation charges will apply. In addition, you will be required to pay an admin fee of £50 per person and a new deposit per person to secure the new departure date. Any further changes may be treated as a cancellation by you and result in cancellation charges being applied.

Please note: certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation of your travel arrangements and a cancellation charge of up to 100% of the relevant part(s) of the arrangements. In some cases, any changes made may mean you having to pay for the cancelled arrangements and purchasing new ones at full cost.

7.8. We reserve the right to increase or change the administrative fees referred to above at any time.

7.9. Any amendment and/ or administration charges, including any further costs or charges that we incur (whether from our suppliers or otherwise) in making the changes to your booking, are non-refundable.

8. If You Cancel Your Holiday

8.1. If you wish to cancel your booking after we have issued a confirmation invoice to you, the lead name on the booking must inform us as soon as possible and the effective date of any change shall be the date that we receive notification from you. Since we incur costs in cancelling your travel arrangements, you will be required to pay the cancellation charges, where applicable, as set out below:

Period before departure within which notice
of cancellation is received by us                                 % of total booking price

More than 84 days                                                     Loss of deposit*

57-84 days                                                                   30%

37-56 days                                                                   50%

22-36 days                                                                   70%

7-21 days                                                                     90%

Less than 7 days                                                         100%

* In some instances, your deposit may represent more than 30% of your booking, in which case whichever is the higher between the deposit you have paid and the % indicated in the table above, shall be charged.

8.2. Our cancellation charges are a percentage of the total holiday cost and do not include any insurance premiums. For insurance premiums, you should refer to your insurance provider’s cancellation policy.

Please note: If you have booked a cruise, any cancellation will incur additional cancellation charges including those in line with the relevant cruise line’s charges.

Please note: If only some members of your party cancel, in addition to incurring the applicable cancellation charges, we will recalculate the holiday cost for the remaining travellers. You may have to pay extra room charges e.g. single room supplements, pursuant to clause 7.2 above.

8.3. After departure no refunds will be made on any unused or part-used components of your Holiday (e.g. unused flights, unused car hire or as a result of early check-out). You will be charged 100% of the price of all part-used components. Any voluntary and additional changes made by you when on holiday will incur additional charges.

8.4. All cancellation charges become payable by you immediately upon confirmation of the cancellation, in accordance with clause 8.1.

Please note: certain arrangements may not be cancelled after they have been confirmed and any cancellation could incur a cancellation charge of up to 100% of that part of the arrangements.

Please note: if the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges from your insurance company. Your insurance premium is non-refundable.

9. If We Change or Cancel Your Holiday

Changes

9.1. Occasionally we have to make changes to your booking and it is a term of your Contract with us that we are able to make changes to any aspect of your booking at any time.

9.2. Most changes are insignificant and will be advised at the earliest possible date. Minor/insignificant changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers and any change to a London departure airport (including London City, London Gatwick, London Heathrow, London Luton, London Stansted and London Southend). In the event of a minor change, we shall not be liable to pay you any compensation.

9.3 If we are constrained by circumstances beyond our control to significantly alter any of the main characteristics of the travel services that make up your booking we will tell you as soon as possible, if there is time before your departure, and you will have the choice of:

(i) accepting the change; or

(ii) accepting a suitable alternative where we are able to offer one (we will refund any price difference if the alternative is of a lower value); or

(iii) having a refund of all monies paid, if we are not able to offer an alternative that is sufficiently comparable.

We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given, your booking may be cancelled.

If you choose to accept a refund, we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.

9.4 We will also pay compensation as detailed below, except where the significant change is due to Unavoidable and Extraordinary Circumstances.

Period before departure when                      Compensation payable per adult
a major change is notified                              (for children see below)

More than 84 days                                          £0.00

29-84 days                                                       £25.00

15-28 days                                                       £35.00

7-14 days                                                         £40.00

Less than 7 days                                              £50.00

Cancellation

9.5. We reserve the right to cancel your booking. However, we will not cancel less than 12 weeks before your departure date, except:

(i) for Unavoidable and Extraordinary Circumstances;

(ii) because the minimum number required for the package to go ahead hasn’t been reached. The minimum number required for the booking to go ahead will be provided to you at the time of booking, along with the time limit for us to tell you if your booking has to be cancelled due to the required minimum numbers not being reached; or

(iii) a failure by you to pay the final balance in accordance with clauses 1.8 & 1.9, in which case clause 8 of these booking conditions shall apply.

9.6 If your booking is cancelled by us for the reasons set out 9.5 (i) or (ii) you can either have a refund of all monies paid or accept an alternative booking of comparable standard from us, if we are able to offer one (we will refund any price difference if the alternative is of a lower value). In the event a refund is paid to you, we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy and pay compensation as detailed below, except where the cancellation is due to Unavoidable and Extraordinary Circumstances (see definition above) or because the minimum numbers have not be reached.

Compensation

Period before departure when                       Compensation payable per adult
a major change is notified                              (for children see below)

More than 84 days                                          £0.00

29-84 days                                                       £25.00

15-28 days                                                       £35.00

7-14 days                                                         £40.00

Less than 7 days                                              £50.00

Please note: the above payments are per full fare-paying passenger (excluding infants). For children invoiced at reduced rates, compensation will be paid on a pro-rata basis of the adult rate.

9.7. We will not pay you compensation and the above options will not be available if we cancel as a result of your failure to make full payment on time. We will not pay you compensation if we cancel because there has been any fraud or illegal activity involved in the payment of your booking on your credit or debit card.

9.8. We will not pay you compensation where we make a significant change or cancel more than 12 weeks before departure, or in the event of Unavoidable and  Extraordinary Circumstances.

9.9. Very rarely, we may be forced by Unavoidable and  Extraordinary Circumstances to change or terminate your arrangements after departure. If this situation does occur, we will try to offer you suitable alternative arrangements, where we are able to, of an equivalent or higher standard than those booked and, if the alternative arrangements we make are of a lower quality than those you originally booked, we may provide a price reduction. However, we regret we will be unable to make any refunds (unless we obtain any from our suppliers), pay you compensation or meet any costs or expenses you incur as a result. In the event of an Unavoidable or Extraordinary Circumstance and where it is not possible to ensure your return as scheduled, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. This limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notify us of these needs at least 48 hours before the start of your Holiday. Please see clause 16 for changes and cancellations after departure, as a result of Covid-19.

9.10. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

10. Flights

10.1. Under the Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulations 2019, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be available from the relevant airlines. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your Holiday price from us. Your rights to a refund and/or compensation from us are set out in these Booking Conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.

10.2. The carrier(s), flight timings and types of aircraft shown in our brochures, on our website and as detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation (which shall not be considered to be a significant change to your booking). We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your tickets which you will receive electronically approx. 2 weeks before departure. You should check your e-tickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been despatched — we will contact you as soon as possible if this occurs.

Please note: In accordance with Air Navigation Orders, in order to qualify for infant status, a child must be under 2 years of age on the day of their return flight.

Please note: Regulation (EC) No.2111/2005 establishes a list of air carriers which are subject to an operating ban within UK airspace. Virgin Atlantic Holidays is required under this regulation to publish the existence of this list on its website. This list, and some associated information about the Regulation, can be accessed from the UK CAA website.

Flights operated by carriers on this list are not available to be booked via the Virgin Atlantic Holidays website, https://www.virginholidays.co.uk/.  

11. Unacceptable Behaviour

11.1. You and all members of your booking must not whilst on holiday, at the airport or on-board, do any of the following:  

1. commit a criminal offence;
2. interfere with our crew, staff, agent, supplier in carrying out their duties; 
3. fail to comply with any applicable laws;
4. fail to obey the instructions of our staff, crew, supplier or agents (including those relating to safety, security, alcohol, drugs, smoking, vaping, seat-belts and using electronic equipment, or the taking of photographs or videos of  staff, crew or passengers);
5. tamper with a smoke detector;
6. consume alcohol that has not been served to you by our staff, crew or agents (including duty free purchases);
7. appear to be under the influence of alcohol or drugs or be in unlawful possession of drugs;
8.  threaten to or actually endanger or damage the aircraft in which you are staying or any property in it;

i.    threaten, injure, abuse or assault another person;

1. behave in an abusive, threatening, insulting or disorderly manner; and
2.  behave in a way or otherwise cause discomfort, annoyance, inconvenience, damage or injury to another person.

11.2. If we or any other person in authority, or any supplier of any service, is of the reasonable opinion that your behaviour or that of any member of your booking is causing or is likely to cause distress, danger or annoyance to others or damage to property, or to cause a delay or diversion to transportation, we reserve the right to consider your booking to have been cancelled by you with immediate effect.

11.3. If, due to your behaviour you are prevented from boarding your outbound flight from the UK, we will treat your booking as cancelled by you and you will have to pay full cancellation charges (see clause 8). If this occurs overseas,   you will become fully responsible and liable for arranging and paying for your return journey home in addition to any other members of your group who cannot or will not travel without you. The airline may pass on your details and date of the refusal of carriage to other airlines for their information. This in turn may make it difficult for you to book other airline tickets. In any of these circumstances no refunds or compensation will be paid to you.

11.4. If you cause damage to the accommodation in which you are staying, you must:

(a) fully reimburse the accommodation for the cost of the damage before the end of your stay (if the cost has been established by then) or as soon as it has been established (if later).

(b) If we incur any expense including legal costs and claims as a result of your behaviour and/ or action or inaction you shall fully indemnify us for that expense in full, and we reserve the right to make a claim against you for any losses we suffer as result.

We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking or with us.

11.5 Pursuant to clauses 11.2, 11.3 and 11.4 above, our liability to you will immediately cease and you and the members of your booking will be required to leave your accommodation or other service immediately. We will have no further obligations to you and/or the members of your booking and will not be liable for any damage, loss, refunds expenses, or other costs incurred by you or the members of your booking as a result, including, without limitation, any return travel arrangements, the costs of cleaning, repairing or replacing property lost, damaged or destroyed by you, compensating any passenger, crew, staff or agent affected by your actions and diverting the aircraft or ship for the purpose of removing you.

11.6. Pursuant to this clause 11, we reserve the right to make a claim against you for any loss, damage, cost and/or other expense (including legal expenses) incurred by us arising out of or in connection with your behaviour (or that of any member of your group). Criminal proceedings may also be instigated.

11.7. The lead name shall, at all times:

(i) ensure that all people in the booking comply with any Covid-19 or any other applicable requirements during the holiday;

(ii) ensure that the group takes into account their personal safety whilst in destination so as not to put themselves or others at unnecessary risk including, without limitation, ensuring that the group members; (a) take care when out during the hours of darkness; (b) do not go out alone; (c) do not put themselves in risk situations; (d) are not intoxicated or under the influence of any other illegal or dangerous substances; and (e) are aware of their behaviour and actions in the context of their surroundings;

(iii) ensure that the group or any members of the group comply with all relevant laws.

12. If you have a complaint

12.1. If you have a complaint whilst on holiday you must immediately notify our local representative and the supplier of the service (s) and complete a report form in resort. If they are unable to resolve the problem, you should contact us straight away on the details shown in your travel documentation and we’ll do everything reasonably possible to resolve your complaint whilst you’re on holiday.

12.2. If your complaint is not resolved whilst you are on holiday, you must provide us with formal notice of your complaint no later than 30 days after your return home to allows us the opportunity to investigate the matter and try to resolve your complaint, giving your booking reference and all other relevant information:

(i) by email to feedback.backhome@virginholidays.com; or

(ii) by post to Customer Relations Department at Virgin Holidays Limited, The VHQ, Fleming Way, Crawley, West Sussex, RH10 9DF.

12.3. It is unreasonable to take no action whilst on holiday, but then to write a letter of complaint upon return. If you fail to follow these procedures, your right to compensation may be affected as we will have been deprived of the opportunity to investigate and rectify the problem, which may affect your rights under this Contract. Please also see clause 13 below.

12.4 We are a Member of ABTA, membership number V2043. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

13. Additional assistance

If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. We will charge a reasonable fee for such assistance if the difficulty is caused intentionally by you or a person in your booking, or as a result of your negligence. 

14. Our liability to you

14.1. You must inform us without undue delay of any issues with any of the travel services included in your booking – please see clause 12 (If you have a complaint) for how to make a complaint in destination.

14.2 In respect of packages, we will not be liable for any injury, illness, death, loss (for example loss of possessions or loss of enjoyment), damage, expense, cost or other sum or claim of any nature or description whatsoever which results from:

(i) the act(s) and/or omission(s) of the person(s) affected or another/any member of your group;

(ii) the act(s) and/or omission(s) of a third party unconnected with the provision of the travel services in the booking that are unforeseeable or unavoidable;

(iii) Unavoidable and Extraordinary Circumstances;  

(iv) any loss or damage you incur that relates to any business activity (including without limitation loss of earnings);

(v) any loss or damage that relates to any services that you may have entered into separate contracts for with other providers/suppliers and which do not form part of our Contract with you (including, without limitation, any additional services or facilities booked and arranged by you directly, including any activity, tour or excursion you purchase in destination from a third party) and/or any services provided near to where you are staying such as water sport providers, beach vendors, shops, massage and other spa therapies and sporting facilities;

(vi) any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your booking prior to it being confirmed, we could not have foreseen you would suffer or incur if we breached our Contract with you; and

(vii) any damage, loss or expense or other sum(s) of any description pursuant to clause 16 (Covid-19).

14.3 In respect of non-package arrangements, we act as an ‘agent’ (retailer) and we are selling on behalf of a third party. In such instances, your contract is with them as the Principal provider of your Holiday arrangements. When we are acting as an agent, the Principal provider’s details will be communicated to you. We can provide you with a copy of their full terms and conditions at the time of booking, upon request. By proceeding with a booking, you acknowledge that you have read and understood all of the terms and conditions which apply to it and agree to be bound by them.

14.4 In regard to package holiday  and, except as specifically set out in these Booking Conditions, we will not accept any further or different liability than the Package Travel and Linked Travel Arrangements Regulations 2018 impose on us. It is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us.

14.5 We limit the maximum amount we may have to pay you for any claims you may make against us:

(i) The maximum amount we will have to pay you where we are found liable for loss of and/or damage to any luggage or personal possessions (including money) is £50 per person affected unless a lower limitation applies to your claim under this clause;

(ii) In regard to package holiday , our liability (except in cases involving death or personal injury as a result of our negligence, or the negligence of our suppliers who provide some of the services that form part of your Contract with us), shall be limited to a maximum of three times the price of your travel arrangements (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under any conditions of carriage or International Conventions. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your Holiday.

14.6. We are to be regarded as having all benefit of any limitation of compensation contained in these Booking Conditions, in addition to any applicable International Conventions  (including, without limitation, the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation) and any limitation of liability provided for in any applicable conditions of carriage of the transport companies that provide the travel services that make up your booking (e.g. airlines, boats, ships, inland waterways, trains). Any such terms shall be incorporated into your Contract with us and will apply to you on that journey. Please note that strict time limits may apply for notifying of loss, damage or delay of luggage to airlines. You can ask for copies of the travel service contractual terms, or the international conventions, from us at the contact details provided.

Please also see clause 10.1 (Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulations 2019).

14.7. Our Contract with you and the laws and applicable standards of the country in which your claim or complaint occurred will be used as the basis for reviewing your compliant. If the particular travel services which gave rise to the claim or complaint were provided in compliance with the applicable local laws and standards, the travel services will be treated as having been properly provided. This will be the case even if the travel services did not comply with the laws and standards of the UK which would have applied had those services been provided in the UK.

14.8. We cannot accept any liability for any damage, loss, expense or other sum(s) of any description which did not result from any breach of our Contract with you or other fault by ourselves or our employees or, where we are responsible for them, our suppliers.

15. Non-Package Booking 

By booking a non-package holiday with us, such as accommodation or airport transport only, this will NOT constitute a package holiday under the Package Travel and Linked Travel Arrangements Regulations 2018, and accordingly you will NOT benefit from the rights which apply to package holidays under those regulations.

16. Covid-19: Limitation of liability

16.1 Both you and we each acknowledge the ongoing Covid-19 global crisis and accept our obligations to comply with any official guidance from governments or local authorities, both in the UK and whilst on holiday.

16.2 You acknowledge that the suppliers providing your Holiday, including but not limited to airlines, hotels and excursion providers, will need to comply with national and/or local guidance and requirements relating to Covid-19, and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment including but not limited to, the wearing of face-masks by guests/ consumers and staff members, social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability. These measures will not have a significant impact on your enjoyment of the holiday and all measures will be taken with the purpose of securing your safety and those around you.

16.3 Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:

1. If you, or anyone in your booking party, test positive for Covid-19 and has to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time. Where this event occurs within 14 days of your departure date, you must contact us as soon as possible to discuss your options, as you may not be able to travel as planned.

16.4 We will offer you the following options where possible and subject to availability:

(a) Postponing your booking to a later date. We will notify you of any impact to the price the postponement may have (please note that you may have to pay full cancellation charges on some elements of your booking, such as the flight, as well any increase in cost imposed by other suppliers), including amendment fees;

(b) If not everyone in the booking is affected, you will have the right to transfer your place on the booking to another person nominated by you, subject always to the requirements of clause 7.3;

(c) Cancelling your booking, in which case our standard cancellation charges shall apply as of the date we receive notice of cancellation from the lead name. You may be able to claim these charges back from your travel insurance.

16.5 In the event that you test positive for Covid-19 whilst on holiday, you must notify us without delay and we will provide such reasonable assistance as we can in the circumstances. We will not, however, be responsible for covering the cost of any curtailment of your Holiday, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. You must ensure you have adequate travel insurance which covers these costs for you.

16.6  If you fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with the holiday, or that portion of the holiday.

17. Local Excursions/Activities/Events/ Resort Credits

We will not accept responsibility for any excursions, tours, events, services, facilities or activities (“Additional Services”) which do not form part of your package Holiday whatever nature:

1. that you book in addition to your package Holiday either via any of our websites, our concierge services or via our website links to a third party or via a third party directly that are not specifically and expressly stated to form a part of your package Holiday; or
2. that you book while away, or which your hotel or any other third party supplier agrees to provide for you, including any gratuitous extras. 

These Booking Conditions will not apply to any such Additional Services. Instead, your contract will be with the supplier of that Additional Service and not with us. We are not responsible for the provision of the Additional Services or for anything that happens during the course of its provision by the third party supplier.

18. Resort Credits

Resort credits provided or offered by hotels do not form part of your package holiday or Contract with us. Pursuant to clause 17 above, we do not accept liability for any items or experiences including excursions, activities or events booked using resort credits.

19. Data protection/privacy

For full details of what personal data we collect about you, how and why we use it, who we disclose it to, and how we protect your privacy in accordance with the UK GDPR, please see our Privacy Policy at https://www.virginholidays.co.uk/important/privacy-statement.

20. Special requests and medical information

20.1. If you wish to make a special request, you must do so at the time of booking. We will pass any reasonable requests on to the relevant supplier but we cannot guarantee that any such requests will be met. Any failure to arrange a special request on our part shall not be deemed as being a breach of our Contract with you. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met.  We reserve the right to decline any booking that is conditional upon any special request being met.

20.2. We are happy to advise and assist you in choosing a suitable holiday. As some of the accommodation and resorts featured may lack even the simplest facilities, such as ramps for wheelchairs, lifts etc, it is important that, when booking, you advise us of any disabilities and special requirements to make sure the holiday meets your specific needs. If you have any specific dietary needs or severe allergies please contact us to discuss your personal needs. If we reasonably feel unable to properly accommodate the particular needs of the person(s) concerned, we reserve the right to inform you of this. The lead name on the booking must also promptly update us of any changes that may occur after booking but prior to departure. For further assistance, please call the Virgin Atlantic Holidays’ Special Assistance Department on 0844 557 3998 or email special.assistance@virginholidays.com.

20.3. In respect of cruises, expectant mothers in or over their 24th week of pregnancy at the start of the cruise may not be able to travel on certain cruise liners. Pregnant women may be required to provide medical documentation confirming fitness to travel. Cruise liners can refuse boarding and will not accept any responsibility if the requirements are not met. You must inform us if you or any other member of your party is pregnant or becomes pregnant prior to travel.

21. Variation

These Booking Conditions may be varied by us at any time and at our sole discretion. Any new booking conditions will be published on our website and will have immediate effect. No term of these Booking Conditions shall be deemed waived unless such waiver is evidenced in writing and signed by the waiving party.

22. Third Party Rights

A person who is not party to these Booking Conditions shall have no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Booking Conditions.  This clause does not affect any right or remedy of any person which exists or is available otherwise than pursuant to that Act.

23. Severability

If any provision of these Booking Conditions is held invalid or unenforceable, such provision shall be deemed deleted from these Booking Conditions and replaced by a valid and enforceable provision which so far as possible achieves the intent of the original provision. The remaining provisions of these Booking Conditions shall continue in full force and effect.

Date: 21 August 2024

Please read these booking terms and conditions (“Booking Conditions”) carefully. They set out the terms on which we supply our services to you. By using our services, you agree to be bound by these Booking Conditions. Please contact us (using the details in Clause ‎17.4) if you have any questions about these Booking Conditions or our services.

Virgin Holidays Limited, trading as Virgin Atlantic Holidays (“we”, “us”, “our” and “Virgin Atlantic Holidays”) acts as an agent for the Cruise Operator(s) who are our principal. We will make the Booking for your Cruise Holiday on your behalf as an agent for the Cruise Operator(s) concerned. Your contract for the Cruise Holiday is between you and the relevant Cruise Operator(s) and not with us.

Cruise Holidays booked through Virgin Atlantic Holidays are governed by these Booking Conditions, our website legal terms & conditions, our privacy policy, our cookie policy and the relevant Cruise Operator Booking Terms, (together the “Terms and Conditions”). Please make sure that you have read these Terms and Conditions carefully before completing your Booking with us.

To review the Cruise Operator Booking Terms you should visit the relevant Cruise Operator’s official website.

Should you require any clarification of these Booking Conditions, please ask your Virgin sales advisor at the time of booking.

We reserve the right to amend these Booking Conditions at any time without notice. This version of the Booking Conditions cancels and replaces all previous versions of our Booking Conditions. You will however be bound by the Booking Conditions that you agreed to at the time of your Booking. 

These Booking Conditions apply to Cruise Holiday Bookings only. Should you wish to book other travel arrangements alongside your Cruise Holiday, our general booking terms and conditions will apply and can be found here.

These Booking Conditions do not affect any other legal rights that you may have. Your local Citizens Advice Bureau can offer help and advice about your consumer rights.

1. Definitions
   1. The following definitions apply to these Booking Conditions.

Booking means the booking for a Cruise Holiday made by the Customer through Virgin Atlantic Holidays either by telephone or via a retail agent instore  and to be fulfilled and provided by the relevant Cruise Operator(s).

Booking Conditions means these terms and conditions which are applicable to all Cruise Holiday Bookings made with us.

Booking Documents means any tickets, vouchers, coupons or other documentation issued to and required by the Customer and the Booking Party prior to departure and commencement of the Cruise Holiday.

Booking Party means any person(s) who is/are named as a traveller on the Booking.

Cruise Holiday means a cruise holiday provided and fulfilled by the Cruise Operator(s) and booked through Virgin Atlantic Holidays that is exclusive of flights, accommodation, transfers or any other travel arrangement.

Cruise Operator(s) means the cruise company/companies for whom we act as agent and who is responsible for fulfilling your Booking, operating the cruise liner and providing you with your Cruise Holiday. Examples of Cruise Operators for whom we act as agent include, but shall not be limited to, Virgin Voyages, Royal Caribbean International, Disney Cruise Line, Carnival, Celebrity Cruises, Norwegian Cruise Line, Princess Cruises and any other operator we may choose to act for from time to time.

Cruise Operator Booking Terms means the booking terms and conditions of the relevant Cruise Operator with whom you have booked your Cruise Holiday and to which you are also subject as described at Clause 3.

Customer, you or your means the lead traveller who completes the Booking and whose name the Booking is made in.

Optional Extras means any additional services supplementary to the Cruise Holiday Booking which the Customer chooses to purchase at the time of booking, including but not limited to, onboard bar tabs, onboard treatments/spa, onboard sailor loot (Virgin Voyages only), drinks packages and any other services we may choose to offer from time to time. The listed Optional Extras may be subject to change at any time.

Promotional Material means our brochures, advertisements, websites or other marketing material used to market Cruise Holidays.

Special Requests means personal requests made by the Customer or by or on behalf of any member of the Booking Party in relation to the Booking including, but not limited to, seating, rooms or dietary requirements.

Terms and Conditions means these Booking Conditions, our website legal terms & conditions, our privacy policy, our cookie policy and the relevant Cruise Operator’s Booking Terms.

Website means www.virginholidays.co.uk or any domain name owned by us that diverts to www.virginholidays.co.uk however accessed.

1. 1. Unless the context otherwise requires, words in the singular shall include the plural and vice versa.
   2. Clause and paragraph headings shall not affect the interpretation of these Booking Conditions
2. Your contract
   1. Your Cruise Holiday is booked through Virgin Holidays Limited, trading as Virgin Atlantic Holidays. Our registered company number is 01873815, and our registered company address is The VHQ, Fleming Way, Crawley, West Sussex, United Kingdom, RH10 9DF. We are a member of ABTA with membership number V2043.
   2. We act as a booking agent for the Cruise Operator(s). Your contract is with the relevant Cruise Operator(s) and so your Booking is also subject to the relevant Cruise Operator’s Booking Terms.
   3. Your contract will come into existence once we have received your deposit payment in cleared funds and a confirmation invoice has been issued.
   4. You must be at least 18 years of age to make a Booking and have legal capacity to be bound by the Terms and Conditions.
   5. By making a Booking with us, you confirm that you have the authority to accept and do accept the Terms and Conditions and acknowledge and agree that you have the authority to act on behalf of all members of the Booking Party.
3. Cruise Operator Booking terms
   1. All Bookings are subject to the Cruise Operator’s Booking Terms which we have linked below and can be found on the relevant Cruise Operator’s website. You should read them carefully as you will be bound by them once you proceed with your Booking.

1. 1. The Cruise Holiday is as described on the Cruise Operator’s website and any changes made shall be subject to the relevant Cruise Operator Booking Terms.
   2. In case of differences between the Cruise Operator’s Booking Terms and these Booking Conditions, for instance in matters relating to payment, cancellation terms or charges or any other matter, these terms shall apply, save as otherwise provided herein.
2. Payment
   1. All payments for Bookings are to be made to us. We accept payment by bank transfer, credit card, debit card or by the Virgin Atlantic Holidays app.
   2. When you speak with our retail agents in store or telephone us to make a Booking, you will need to provide us with your payment details in order to cover the full cost of your trip. You authorise us or an authorised third party to take full payment for the total amount of your Booking.
   3. We may pass your payment details and any other essential booking details to the relevant Cruise Operator(s). The placing of a Booking by you will constitute consent for us to pass on such details.
   4. If you are making a Booking for more than one person, you agree that you are responsible for all payments due from each and every member of the Booking Party for whom you are making a Booking.
   5. A deposit (and the cost of any Optional Extras where applicable) will need to be paid at the time of booking. The deposit amount (and cost of any Optional Extras) will be determined by the relevant Cruise Operator and will be notified to you at the time of booking.
   6. Due dates and payments schedules vary by Cruise Operator. At the time of booking either in store or over the telephone, you will be advised of the applicable payment schedule and due dates for the outstanding balance for your Booking.
   7. If you make a Booking where the Cruise Operator requires full payment, you will be required to pay in full at the time of booking.
   8. All Cruise Holidays are subject to availability at the time the Booking is made. Your Booking is confirmed once a confirmation invoice has been sent to you by us. Should you choose to cancel or amend your Booking, you may be liable for any additional administration fees and charges levied by the Cruise Operator(s) and/or Virgin Atlantic Holidays, as described in more detail at clause ‎7.
3. Prices
   1. Whilst we aim to ensure the accuracy of the prices contained within our Promotional Materials at the time of publication, errors can occasionally occur. We reserve the right to correct any errors prior to confirming your Booking.
   2. Neither we nor the Cruise Operator(s) are under any obligation to honour Bookings for Cruise Holidays where there is a pricing error, even if you have received a confirmation invoice from us. In these circumstances, we reserve the right to correct any pricing errors on the Website and in any Promotional Material and to either offer you the opportunity to either keep your Booking at the correct price or cancel your Booking without liability.
   3. In the event of any new laws or regulations resulting in any increases or decrease to existing taxes, charges or other fees we reserve the right to pass on such amounts to you, whether or not your Booking has been confirmed. You may be subject to a surcharge or entitled to a refund respectively on the price quoted in the confirmation invoice.
4. Gratuities
   1. Gratuities can vary between Cruise Operator(s). Although we will try to advise you of your Cruise Operator’s gratuities policy we can not be held responsible for any Cruise Operator’s compulsory charges. Customers should therefore consult the relevant Cruise Operator Booking Terms, website and brochure for the most recent information on gratuities.
5. Changes OR cancellations to your booking

           Changes to your Booking requested by you

1. 1. If you wish to change your Booking, please contact us as soon as possible using our contact details set out at Clause ‎17.4 of these Booking Conditions. We will try to accommodate any changes but this may not always be possible. Changes will be subject to the relevant Cruise Operator Booking Terms.
   2. You will be required to pay an administration charge of £50 per person and any further costs we incur in making the changes before any change is confirmed.

          Changes to your Booking made by the Cruise Operator(s)

1. 1. Should the Cruise Operator(s) make any changes to your Booking, we will inform you of these as soon as possible. We cannot control or prevent changes made by the Cruise Operator(s) and cannot offer any compensation. You should refer to the relevant Cruise Operator Booking Terms.

          Cancellations

1. 1. Should you wish to cancel your Booking, please contact us as soon as possible using our contact details set out at Clause ‎17.4 of these Booking Conditions.
   2. The level of cancellation charge payable by you will depend on the Cruise Operator providing your Cruise Holiday and will be determined by how far in advance of the departure date you cancel your Booking.
   3. Please see the relevant Cruise Operator Booking Terms, their latest brochure or visit their website for full details of their applicable cancellation charges. Alternatively, contact your Virgin customer advisor who will be able to assist you.  
   4. Please note that some Cruise Operators may treat any changes made as a cancellation to the Booking and you may be asked to pay up to 100% of the price of your Booking should you wish to make any changes after your Booking has been confirmed.
   5. Requests for amendments or cancellations to your Booking can be made by using our contact details set out at Clause ‎17.4 of these Booking Conditions.
   6. Cancellation charges may be recoverable through your travel insurance. Please refer to Clause ‎13 and check your insurance policy for more information.
2. Booking documents
   1. Your Booking Documents will be provided to you by email 10 to 14 days prior to your departure date. If you have not received your Booking Documents 7  days before your departure date, please contact us using our contact details set out at Clause ‎17.4 of these Booking Conditions. Please check your Booking Documents carefully upon receipt and let us know immediately if you identify an error.
3. Accuracy of information
   1. The information contained in any of our Promotional Materials is based on the information available to us at the time of publication. Whilst every effort is taken to ensure that the information used in our Promotional Materials is up to date, due to various updates being made by Cruise Operator(s), we cannot always  guarantee that our Promotional Materials are reflective of the latest changes at the time you make your Booking. We therefore advise that you consult the relevant Cruise Operator Booking Terms, current brochure and visit their website for the most up to date information.
   2. We reserve the right to update any information before your Booking is confirmed and the amended information will then form part of your contract with us.
4. Special Requests
   1. If you wish to make a Special Request, you must communicate this to us at the time of booking. We will pass any reasonable requests on to the Cruise Operator but we cannot guarantee that any such requests will be met. Any failure to arrange a Special Request on our part shall not be deemed as being a breach of these Booking Conditions. The fact that a Special Request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the Cruise Operator is not confirmation that the request will be met.  We reserve the right to decline any Booking that is conditional upon any Special Request being met.
   2. If we reasonably feel unable to properly accommodate any of the Special Requests of the person(s) concerned, we reserve the right to inform you of this.
5. Medical Conditions and Pregnancy
   1. You must inform us prior to booking of any medical conditions, pregnancy or mobility issues that could affect you or a member of your Booking Party’s ability to participate in the Cruise Holiday. You must also update us of any changes to you or any member of your Booking Party’s health post booking which may affect you or any member of your Booking Party’s ability to travel on the Booking.
   2. Expectant mothers in or over their 24th week of pregnancy at the start of the Cruise Holiday may not be able to travel with certain Cruise Operators. Pregnant women may be required to provide medical documentation confirming fitness to travel. Cruise Operators can refuse boarding and will not accept any responsibility if their requirements are not met. You must inform us if you or any other member of your Booking Party is pregnant or becomes pregnant prior to travel.
   3. If you have or a member of your Booking Party has any medical conditions or severe allergies please contact us to discuss these. If we reasonably feel unable to properly accommodate the particular needs of the person(s) concerned, we reserve the right to cancel the Booking.
6. PASSPORTS, VISAS, HEALTH REQUIREMENTS AND other TRAVEL DOCUMENTS
   1. It is your responsibility to check and comply with any travel, passport, visa, entry, health, vaccination, testing and immigration requirements applicable to your Booking before departure.
   2. A full and valid passport is required for destinations we feature (including for children) and visas (transit, business, tourist or otherwise) may be required for some destinations - and depending on the passport you hold. Requirements change on a regular basis (including the length of time it is likely to take to obtain the appropriate passports and visas) and you must therefore continually check and monitor the requirements up to your date of return, both in regard to the countries to which you are travelling to or through - and any requirements on your return to the UK.
   3. Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. In addition to the relevant embassies and/or consulates, information can also be found on the following websites:
      1. 1. Information on current travel requirements and restrictions can currently be found by visiting (https://www.gov.uk/foreign-travel-advice)
         2. NaTHNaC (https://travelhealthpro.org.uk/)
         3. Brexit (https://www.gov.uk/visit-eu-switzerland-norway-iceland-liechtenstein)  
         4. GHIC: (https://www.gov.uk/global-health-insurance-card)
         5. Passports: (https://www.gov.uk/apply-renew-passport); https://www.gov.uk/browse/abroad/passports  and https://www.gov.uk/browse/citizenship/passports 
         6. Guidance - Foreign embassies in the UK:  https://www.gov.uk/government/publications/foreign-embassies-in-the-uk 
   4. You should consult your doctor for current recommendations and information on inoculations or vaccinations relevant to the destination you will be visiting or transiting through before you depart.
   5. Travel to certain destinations may involve greater risk than others. You are strongly recommended to review any travel warnings, prohibitions, announcements or advisories issued or updated by The Foreign, Commonwealth and Development Office Travel Advice Unit at www.gov.uk/travelaware prior to booking your international travel arrangements and regularly prior to departure.
7. Travel insurance
   1. Cruise Operator(s) require all members of a Booking Party (including infants and children) to hold an adequate level of travel insurance at the time of booking and for the duration of your Cruise Holiday and return. It is your responsibility to ensure that you are adequately insured throughout your Cruise Holiday.
   2. You must be satisfied that your insurance fully covers all your personal requirements including, without limitation, cruise cover, personal belongings, loss of baggage/money, any pre-existing medical conditions, cancellation charges, medical and/or other expenses, repatriation and assistance costs in the event of accident or illness and car rental and/or any activities that you have booked or may book (including, without limitation, any additional cover for extreme sports/adventure travel).  Please read and take your policy documents  with you on your Cruise Holiday.
   3. We reserve the right to request details of your insurance cover including your insurer’s name and policy number, as this information may be requested by the Cruise Operator(s).
   4. Failure to obtain appropriate insurance may result in you or your Booking Party being denied boarding by the Cruise Operator(s). Please refer to the relevant Cruise Operator’s website for their specific requirements.
8. Our Liability to you 
   1. We act as an agent for the Cruise Operator(s) and your contract for your Booking is directly with the Cruise Operator(s). Virgin Atlantic Holidays is not your tour or cruise operator. We accept no liability in relation to the provision of the Cruise Holiday itself or for the acts or omissions of the Cruise Operator(s) concerned. All Bookings made through Virgin Atlantic Holidays are subject to the relevant Cruise Operator Booking Terms in addition to these Booking Conditions.
   2. As we are acting as agent for the Cruise Operator(s) we accept no liability for any failure in the travel arrangements provided by the Cruise Operator(s) or any loss of any nature suffered by you as a consequence of using the travel arrangements provided to you by the Cruise Operator(s) as part of your Cruise Holiday.
   3. If we breach these Booking Conditions, have been negligent, have misrepresented important information or have been in breach of any other relevant law, we will only be liable for any loss or damage you suffer to the extent that it was a direct and foreseeable result of our breach or our negligence. We are not liable for any loss or damage that is not direct or foreseeable. Loss or damage is foreseeable if it was a natural consequence of our breach or negligence, or if it was contemplated by you and us at the time we entered into these Booking Conditions.
   4. We do not in any way exclude or limit our liability for the following caused by the negligent acts and/or omissions of our employees whilst acting within the scope of or in the course of their employment in the provision of your Booking:
      1. 1. death or personal injury caused by our negligence;
         2. fraud or fraudulent misrepresentation; or
         3. any other limitation that is excluded by law from time to time.
   5. Subject to Clause ‎14.4, our liability in all cases shall be limited to a maximum of the cost of your Booking.
   6. The Cruise Operator reserves the right to cancel or change the trip itinerary or details at any time. We will endeavour to inform you of such changes. Virgin Atlantic Holidays however will not be responsible in the event that a Cruise Operator chooses to do so.
9. Separate Travel Arrangements made by you
   1. Should you choose to book other travel arrangements such as flights or accommodation separately and not through Virgin Atlantic Holidays, neither us or the Cruise Operator(s) will accept liability for the failure of that travel arrangement or any subsequent issues arising from it.
   2. You should ensure that your travel insurance policy covers you and your Booking Party for any and all issues arising from the failure of one or more of the travel arrangements booked by you.
   3. Should you wish to book all of your travel arrangements with us, rather than just the cruise element, we are happy to  assist you with this. Please note however that separate booking terms and conditions apply to holiday packages booked through us and they can be found here.
10. Financial Protection
    1. Please refer to the relevant Cruise Operator Booking Terms for more information on the financial protections for your Cruise Holiday.
11. Complaints and contact information
    1. If you have a complaint regarding any part of your Booking, please contact the relevant Cruise Operator(s) at the earliest opportunity. If your complaint arises whilst you are still on your Cruise Holiday, notify the relevant Cruise Operator representative on board immediately or by using the contact details provided in the Cruise Operator Booking Terms or on the Cruise Operator’s website.
    2. A failure to notify the Cruise Operator as soon as possible limits the Cruise Operator’s ability to investigate and resolve your complaint.
    3. If your complaint is not resolved whilst you are on your Cruise Holiday, you must provide us with formal notice of your complaint no later than 30 days after your return home to allow us the opportunity to investigate the matter and try to resolve your complaint, quoting your booking reference and providing all other relevant information.
    4. You can contact us:
    5. by email:  cruise.admin@fly.virgin.com
    6. by telephone: 0344 472 9646; or
    7. by post: Virgin Atlantic Holidays, The VHQ, Fleming Way, Crawley, West Sussex, RH10 9DF.
    8. Any complaint sent to us on your return will be directed to the relevant Cruise Operator(s) responsible for providing your Cruise Holiday.
    9. If your complaint relates to any of the services provided by us, please email or write to us using the contact details set out at Clause ‎17.4 within 30 days of returning to the UK and we will endeavour to assist you with your complaint.
    10.  If your complaint cannot be resolved and it involves us or another ABTA member then it can be referred to the arbitration scheme arranged by ABTA as set out in Clause ‎22. Please also see www.abta.com for further details.
12. Data Protection
    1. For full details of what personal data we collect about you, how and why we use it, who we disclose it to, and how we protect your privacy in accordance with the UK GDPR, please see our Privacy Policy at https://www.virginholidays.co.uk/important/privacy-statement.
13. Variation
    1. These Booking Conditions may be varied by us at any time and at our sole discretion. Any new booking conditions will be published on our Website and will have immediate effect. No term of these Booking Conditions shall be deemed waived unless such waiver is evidenced in writing and signed by the waiving party.
14. Third Party Rights
    1. A person who is not party to these Booking Conditions shall have no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Booking Conditions. This clause does not affect any right or remedy of any person which exists or is available otherwise than pursuant to that Act.
15. Severability
    1. If any provision of these Booking Conditions is held invalid or unenforceable, such provision shall be deemed deleted from these Booking Conditions and replaced by a valid and enforceable provision which so far as possible achieves the intent of the original provision. The remaining provisions of these Booking Conditions shall continue in full force and effect.
16. Dispute Resolution
    1. We are a Member of ABTA, membership number V2043. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct.
    2. If we cannot resolve your complaint, you have the choice to go to www.abta.com to use ABTA’s dispute resolution procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. Alternatively, you may seek legal redress through court proceedings in accordance with Clause ‎23.
17. Governing Law and Jurisdiction
    1. These Booking Conditions are governed by English law and any dispute or claim arising out of or in connection with your Booking will be governed by the laws of England and Wales.
    2. Subject to Clause ‎22, if you live in England or Wales, the courts of England and Wales will have jurisdiction to settle any dispute or claim arising out of or in connection with these Booking Conditions or their subject matter or formation. If you are a resident of Northern Ireland you may also bring proceedings in the Northern Irish Courts, and if you are a resident of Scotland, you may bring proceedings in the Scottish Courts.

Date: 05 July 2024

The information data and material ("Information") contained in this web site ("Web Site") has been prepared solely for the purpose of providing information about Virgin Holidays Limited ("Virgin Atlantic Holidays"), its subsidiaries and partners and the services that they offer. We try to ensure that information contained on this Web site is accurate and up to date. However, you should always verify the information before acting on it, by calling our Telesales Department or your local travel agent. All holidays sold by Virgin Atlantic Holidays are sold subject to our booking conditions, which should be read before making an online booking.

1. Content and Subscriber Submissions

1.1 The contents of the Web Site are intended for your personal non-commercial use. All materials published on this Web Site (including, but not limited to articles, features, photographs, images, illustrations, audio clips and video clips, also known as the "Content") are protected by copyright, trademarks or other intellectual property rights and are owned or controlled by Virgin Atlantic Holidays, or the party credited as the provider of the Content. You shall abide by all additional copyright notices, information, or restrictions contained in any Content accessed through this Web Site.

1.2 This Web Site and its Contents are protected by copyright pursuant to English and international copyright laws. You may not modify, publish, transmit, participate in the transfer or sale of, reproduce (except as provided in Section 1.3 of these Terms and Conditions), create new works from, distribute, perform, display or in any way exploit, any of the Content of this Web Site (including software) in whole or in part.

1.3 You may however download or copy the Content and other downloadable items displayed on the Web Site subject to the following conditions:

1.3.1 The material may only be used for your personal non-commercial purposes. Copying or storing of any Content for other than personal use is expressly prohibited without prior written permission from Virgin Atlantic Holidays or the copyright holder identified in the copyright notice contained in the Contents;

1.3.2 All copies must maintain copyright and other intellectual property notices contained in the original material;

1.3.3 The products, technologies or processes illustrated or described in this Web Site may be the subject of other intellectual property rights reserved by Virgin Atlantic Holidays or by other third parties. No licence is granted in respect of those intellectual property rights; and

1.3.4 Images, trademarks and brands displayed on this Web Site are protected by copyright and other intellectual property laws and may not be reproduced or appropriated in any manner without the written permission of their respective owner(s).

2. Access and Availability of Service and Links

This Web Site contains links to other related World Wide Web Internet sites, resources and sponsors of this Web Site. Since Virgin Atlantic Holidays is not responsible for the availability of these outside resources, or their contents, you should direct any concerns regarding any external link to the site administrator or Webmaster of such site.

3. Software Licences

You shall have no rights to the proprietary software and related documentation, or any enhancements or modifications thereto, provided to you in order to access this Web Site ("Access Software"). You may not sub-licence, assign or transfer any licences granted by Virgin Atlantic Holidays, and any attempt at such sub-licence, assignment or transfer shall be null and void. You may make one copy of such software for archival purposes only. You may not otherwise copy, distribute, modify, reverse engineer, or create derivative works from Access Software.

4. Conditions of Carriage

The carriage of passengers, baggage and cargo by air is subject to the Conditions of Carriage and regulations of the carrier concerned. Carriage of passengers and baggage on flights operated by Virgin Atlantic is subject to the Conditions of Carriage. If the carrier operating your flight is not Virgin Atlantic, please contact that carrier for further details of their Conditions of Carriage. Other services and products described in this Web Site may well be subject to terms and conditions, details of which may be obtained from Virgin Atlantic Holidays or their service provider (as applicable).

The conditions of contract (which incorporate by reference Virgin Atlantic's General Conditions of Carraige for passengers and baggage) are a precis of the main principles of the Conditions of Carraige. You can also view a summary of EC Regulation.

5. Changes to Terms and Conditions

Virgin Atlantic Holidays may from time to time change, alter, adapt, add or remove portions of these Terms and Conditions but if it does so it will post any such changes on this Web Site.

6. Changes to Web Site

Virgin Atlantic Holidays may also change, suspend or discontinue any aspect of the Web Site, including the availability of any features, information, database or content or restrict your access to parts or all of the Web Site without notice or liability.

7. No Warranties

This publication is provided "as is" without any warranty (either express or implied) or implied term of any kind, including but not limited to any implied warranties or implied terms of satisfactory quality, fitness for a particular purpose or non-infringement. All such implied terms and warranties are hereby excluded.

8. Liability for Losses

By accessing this Web Site you agree that Virgin Atlantic Holidays will not be liable for any direct, indirect or consequential loss arising from the use of the information and material contained in this Web Site or from your access of other material on the internet via web links from this Web Site.

9. No Offer to Sell

Nothing in this Web Site shall constitute an offer to sell any securities and must not be relied upon in relation to any investment dealings.

10. Exclusions

The exclusions and limitations contained in these Terms and Conditions apply only to the extent permitted by law.

 1. Travellers will receive all essential information about the package before concluding the package travel contract.

 2. There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.

 3. Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.

 4. Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.

 5. The price of the package may only be increased if specific costs rise (for instance, fuel prices) and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.

 6. Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.

 7. Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.

 8. Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.

 9. If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem. 

 10. Travellers are also entitled to a price reduction and/or compensation for damages where the travel services are not performed or are improperly performed.

 11. The organiser has to provide assistance if the traveller is in difficulty.

 12. If the organiser or, in some Member States, the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. We have taken out insolvency protection with the financial protection entity The Air Travel Organisers Licensing (ATOL) You can contact  The Air Travel Organisers Licensing (ATOL) scheme Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email claims@caa.co.uk if services are denied because of our, Virgin Atlantic Holidays insolvency.

 13. The Package Travel and Linked Travel Arrangements Regulations 2018 can be found at - https://www.legislation.gov.uk/uksi/2018/634/contents/made