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We may use your information for the purposes set out in our data protection notification with the Office of the Information Commissioner. We may disclose the same to companies in the Virgin group for business purposes and to companies who act as data processors on our behalf. Some of your information may be 'sensitive personal data' such as details of any disabilities, or dietary/religious requirements. (If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking). In making this booking, you consent to this information being passed on to the relevant persons. You are responsible for ensuring that other members of your party are aware of our privacy policy.

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Volcanic Ash Promise...

VOLCANIC ASH EXPENSES - WHAT YOU NEED TO KNOW

I've got a holiday booked, what happens if airspace closes again due to the volcanic ash?

If your outbound flight is cancelled and you can't travel to your destination within a reasonable amount of time, you can change to another holiday without any administration fees*. And where possible we will try and amend your holiday for the same price although sometimes some costs will be higher. Or if we cannot amend your holiday we will offer you a full refund.

*Subject to our Terms and Conditions and the airlines Conditions of Carriage

For more details of our Volcanic Ash Promise, please click here

I'm thinking of booking a holiday but I'm worried about airspace closing again. What will happen to my booking if this happens?

If your outbound flight is cancelled and you can't travel to your destination within a reasonable amount of time, you can change to another holiday without any administration fees*. And where possible we will try and amend your holiday for the same price although sometimes some costs will be higher. Or if we cannot amend your holiday we will offer you a full refund.

*Subject to our Terms and Conditions and the airlines Conditions of Carriage

For more details of our Volcanic Ash Promise, please click here

I'm a Virgin Holidays customer and was caught up in all the volcanic ash disruption, what do I do now?

The EU regulation 261/2004 concerning the care and assistance given to passengers by European airlines in the event of flight cancellations and long delays require European airlines to offer affected passengers the following care package.

• Meals and refreshments in reasonable relation to the waiting time
• 2 short telephone calls, or telex, or fax, or e-mail messages
• Hotel accommodation if the delay goes into the following day
• Transport to and from the hotel

I was booked to fly with Virgin Atlantic:

Virgin Atlantic have advised us that their Volcano Claims Department stopped accepting new claims on 31st August 2010.

If you have already submitted a claim but have not yet received a response we can assure you that this will be processed in due course. Virgin Atlantic hope to have all claims processed by the end of October 2010. We'd like to thank you for your continued patience and understanding with regard to this matter.

I was booked to fly with another European airline:

You should send copies of all your receipts directly to the Customer Relations Department at the airline you were booked to travel with. More specific details o how to claim may be available on the airlines own website. The airlines contact details will be on their website too.

I was booked with a non-EU airline:

Non-EU airlines aren't covered by EU Regulation 261/2004 and so have no legal obligation to refund and out of pocket expenses. Different airlines appear to have different policies and so we recommend you contact the airline directly to confirm where you stand.
In the event of a non-EU airline not covering your out of pocket expenses we recommend you contact your travel insurer.

I made my own way home via another airline; can I get any money back from Virgin Holidays?

By making your own arrangements to get home your contract was effectively cancelled. As such the airline is not responsible for any expenses you incurred. However, we will apply for a refund of your return ticket on your behalf if you contact us at the below address.

Please send in your unused return flight ticket to the following address:

Virgin Holidays Ltd
Customer Relations
The Galleria
Station Road
Crawley
West Sussex
RH10 1WW

Please allow up to 28 days for the refund request to be considered.

I would like a letter confirming the date of my return for insurance purposes:

If you returned on a Virgin Atlantic flight please e-mail requestaletter@fly.virgin.com and they will arrange this for you. If you travelled with another airline, please contact them directly and they will assist with your enquiry.

I was flown home on a different airline to the one I booked with and they had a lower baggage allowance so they charged me. Will you refund this?

We're really sorry but neither Virgin Holidays nor Virgin Atlantic will be able to consider claims of this nature however we would recommend you contact your travel insurer you may be able to assist.

I booked and paid for Premium Economy or Upper Class but flew home in Economy. Can I get the upgrade fee back?

Yes. In most circumstances we will be able to reimburse the difference. Please send your Boarding Card which will show the cabin you flew in to the above Virgin Holidays address. Once we've got this we'll reimburse the upgrade fee. Please allow up to 28 days for this refund to be processed.

I had to spend money whilst away but don't have the receipts. Will I get this money back?

We're really sorry but we won't be able to consider any claim without a valid receipt.

I had to pay extra for airport parking, kennels, child care etc. Will you reimburse me?

We're really sorry but as this situation was outside of our control neither Virgin Holidays nor Virgin Atlantic will be able to consider claims of this nature however we would recommend you contact your travel insurer you may be able to assist.

I've lost more money through salary deductions, cancellation fees etc. Can I get this back?

We're really sorry but as this situation was outside of our control neither Virgin Holidays nor Virgin Atlantic will be able to consider claims of this nature however we would recommend you contact your travel insurer you may be able to assist.

The information set out above is merely a guide to our policy to claims following the flight disruption caused by volcanic ash. We are unable to guarantee reimbursement of expenses incurred until we have received details of your specific claim as this will allow us to make an informed assessment.

We'd like to thank all of our customers for their patience and understanding during this unprecedented situation.

We know that many of you will have found it hard to get in touch with our overseas offices or the team working behind the scenes and we apologise if this was the case for you.

We've received some amazing positive stories and some lovely thank you's from customers which is always great to receive during such a challenging time for everyone. We know that we didn't get everything right all of the time but we've learnt from this incident and will be making sure we're all ready and prepared for the next thing that blows our way!

About Virgin Holidays

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To book online please select a maximum of 8 passengers. For bigger groups please call 0844 573 8345.

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We require the ages of any children in your party to provide you with an accurate price. Each hotel defines child ages differently and teen prices may be available in some destinations.

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