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Customer support

Get in touch

Get in touch

As you can imagine, we're working hard to help all of our customers who have been impacted by Covid-19 (Coronavirus). Rest assured, we are currently contacting all customers whose holidays have been affected. We are therefore only able to accept calls and messages from those due to travel in the next 72 hours.

Use our help guide to find the best way for you to get the support you need from us.

Leave us a message and we’ll get back to you

It may take us a little while to get back to you, but please bear with us, we are working as quickly as we can during this time.

Virgin Atlantic

Covid-19 (Coronavirus)

Our latest advice for all customers is right here.

Coronavirus latest information

Manage my booking

  • View your booking
  • Pay your balance
  • Download your tickets
  • Download your latest invoice
Log-in to manage my booking

Travel updates

If we think anything is going to interfere with your holiday, we'll make sure you know about it. The latest advice and information can be found on our travel updates page.

Important travel updates

Know before you go

New to travelling or just want to check you've ticked all the boxes? These pages will offer you some general advice for travelling abroad.

Travel information

Pre-request seats

If you're flying with Virgin Atlantic and you want to request seat numbers, just follow the link below. If you're travelling with any other airline, please contact them directly.

Virgin Atlantic seat request

Special assistance

Virgin Holidays Special Assistance Team offer expert knowledge and support for your mobility and medical needs while you're away.

Special assistance team

Our stores are currently closed - we will be back as soon as we can

We’ve got stores up and down the country. Drop in for a chat and a drink with our personal advisors. They’re on hand to inspire you and help you plan your dream holiday.
Take a look at our in-store experience
Searching for your nearest store

Postal address

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

 

Virgin Holidays Limited.
Registered Office: Company Secretariat, Virgin Holidays, The VHQ, Fleming Way, Crawley, West Sussex, RH10 9DF.
Registered in England: Company Number 1873815

Customer complaint procedure

At Virgin Holidays we're passionate about making holidays perfect - we want everyone who travels with us to unleash their mojo and get back to their very best. But sometimes things don't go to plan...

Whatsapp

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Text Message

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Telephone

Thanks, we'll be in touch soon

How can we help?

Let’s get started. Please choose an option below.

Your holiday may be affected by the government’s travel restrictions

The Foreign & Commonwealth Office UK have advised against all but essential travel. Depending on when you are due to travel, your holiday may be affected.

You’ll be away before you know it

Your next holiday is only a click away - our website has thousands of hand-picked options ready to book. But if you need more help, just let us know.

Looking for inspiration? Explore our destinations and holiday types and save your faves to your very own Wishlist.

Or dive right in to our 2021 holiday offers.

Your holiday will not be going ahead as planned

Due to the ongoing situation regarding COVID-19, the Foreign Commonwealth Office have advised against all but essential travel. Therefore, with known airline cancellations, the following holidays will not go ahead as planned:

  • Any holidays departing before 27th April 2020.
  • Any Caribbean holidays departing before 1 May 2020.

We’re flexible with your holiday plans

We understand you may want to change your holiday plans. You can postpone your holiday to any time before 31 December 2021, and even choose a different destination. We won’t charge you to make these changes.

For now, we do ask you not to contact us. As a priority, we are currently supporting those customers whose holidays have already been directly affected by cancellations. We will contact you as soon as we can, or if there are any further changes that could affect your holiday.

We know you’ll want to get this sorted as soon as possible, and we’re very grateful for your understanding.

Please look out for an email from us in the coming days and weeks with our latest advice. See our Covid-19 (Coronavirus) page for latest updates.

You’re good to go

In line with the advice from the Foreign & Commonwealth Office UK, and known airline cancellations, all trips booked from June onwards are currently going ahead as planned.

As a priority, we are currently supporting those customers whose holidays have been directly affected by cancellations.

So, for now, we ask you not to contact us. Rest assured we are contacting all of our customers by email in departure date order to support them with options, and we will absolutely let you know if your situation changes.

Please look out for an email from us in the coming weeks. See our Covid-19 (Coronavirus) page for latest updates.

Rebook your holiday


We are sending all affected customers a voucher by email that is valid for the full value of your cancelled holiday. When you rebook, we’d like to gift you with 4,000 Virgin Atlantic Flying Club Miles too.

There’s no rush. You can redeem your holiday voucher on a new booking with us any time before 31 July 2020.

We know you’ll be wanting to get this sorted as soon as possible. So please look out for our email for more details of how to amend your holiday plans.

Cancel your holiday


We're sending all affected customers a voucher by email that is valid for the full value of your cancelled holiday.  

Rather than cancel, if you’d like to travel with us sometime in the future, we would still love to find a great holiday for you (and gift you with 4,000 Virgin Atlantic Flying Club Miles as a thank you).

If you'd prefer to cancel completely, we understand. We will refund you in full. Refunds will be successfully returned in approximately 90 days.

We know you’ll be wanting to get this sorted as soon as possible. So please look out for our email for more details of how to amend your holiday plans.

Your holiday is in safe hands


No need to contact us. Be assured, that if the situation changes, we will contact you as soon as this happens with the options available to you.

Change it up


You can postpone your holiday to travel any time before 31 December 2021, and even choose a different destination. We won’t charge you to make these changes and our Service Team are there to help – just give us a call.

Please bear in mind our wait times are currently longer than usual due to high demand.

Your holiday is in safe hands


Your holiday is scheduled to depart as booked. Continue to pay off your holiday balance with the assurance that your money is fully protected through ATOL. Be assured, that if the situation changes, we will contact you as soon as this happens with the options available to you.

The choice is yours


No problem! To amend your holiday dates, just give us a call. Any amendments to your booking can be made for £50pp, and our Service Team can help you decide on dates, or even a different destination.

Please bear in mind our wait times are currently longer than usual due to high demand.

Register yourself as away from home


If you’re abroad and your flight home has been cancelled please let us know, as relief flights will end soon.

Register as away from home

Alternatively, call our UK Duty Office on +44 0344 472 9646 (option 3) to discuss your options for getting home.

Book online


Looking for inspiration? Explore our destinations and holiday types and save your faves to your very own Wishlist

Or dive right in to our 2021 holiday offers

Help is at hand


Looking for inspiration? Explore our destinations and holiday types online and save your faves to your very own Wishlist

If you’re ready to book but can’t find the information you need on our website, just call our travel experts who will be happy to help.

To redeem your holiday voucher on a new booking with us, just give us a call and quote your old booking reference.

How would you like to talk to us?

Important information: We are working hard to help all of our customers, particularly those already on holiday or due to travel in the next 72 hours.