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Complaints procedure

At Virgin Holidays we genuinely value your feedback on what we do well, as well as your views as to how we can improve.

We know that sometimes things don’t go to plan but, whatever happens, you can be assured that we’ll always do our best to get your holiday back on track.  If you’ve already travelled, we’ll address your concerns and use your feedback to help us improve.  Our team takes great pride in delivering exceptional service, so if you feel we’re falling short, please tell us about it. 

Our Leadership team has full visibility over your comments and has dedicated people in place to ensure that the right person handles your issues at the right time. If you do want to share your views with us, please use the following ways to make contact and we’ll make sure that your feedback is dealt with promptly – including your booking reference in the email subject, or having this to hand, will also really help us.

If you still haven't travelled…

  1. Chat online during our business hours by clicking here
  2. Email us at
  3. Visit the Retail Store where your booking was made
  4. Call our Customer Service team on 0344 573 0088

If you are on your holiday… 

Our local teams are on hand to help with any concerns you have – please refer to the contact telephone numbers which were provided with your travel documents – or depending on where you are in the world, to the information provided on arrival.  Alternatively, please contact our Duty Office in the UK:

  1. Email us at
  2. Call our Duty Office team on 0203 668 8749 option 3 (+44 203 668 8749 if overseas)

If you have returned home…

  1. Call our Customer Relations Team on 0344 557 8830 (option 2)
  2. Email us at


Or if you prefer, you can write to us at:

Customer Relations
Virgin Holidays Ltd 
The VHQ 
Fleming Way 
West Sussex 
RH10 9DF