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Customer support

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Hi, I'm Amelia! I'm your Virgin Atlantic Holidays help bot. Give me a try, I have have answers to many popular questions. 

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Covid-19 Help Hub

Our latest advice for all customers is right here.  

  • Latest travel advice
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Travel news

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.

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Travel Smart Guide

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

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Flying with children

We want all our customers to love flying with us - and that includes little ones! See how we help make travel stress-free and enjoyable for the whole family.

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Make a new booking

To making a new booking, or rebooking a holiday using a voucher or credit, please call our Customer Service team. Please note the Sales team can only help with new bookings – for amendments, changes or anything else, please select Option 2 when you call.

 

Speak to a Holiday Expert today

0344 472 9646


Opening Hours

Mon-Fri: 09:00 – 19:00
Sat: 09:00 – 19:00
Sun: 10:00 – 18:00

 

 

 

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Get help with an existing booking

Our Customer Service Team are busy right now, and you may experience longer than normal wait times, we appreciate your patience.
 

Speak with our Customer Service team

0344 472 9646


Opening Hours
Mon-Fri: 09:00 – 18:00
Sat: 09:00 – 17:00
Sun: 10:00 – 17:00

 

Group holidays

Group booking enquiries

For a group booking of 25 people or more, please speak to our specialist Groups Team on 0344 472 1422.

 

Alternatively, you can email the team at groups@virginholidays.com.


Opening Hours
Mon-Fri: 09:00 – 13:00

 

If you would like to make a booking for a smaller group of 25 people or less, please call our Customer Service team on 0344 472 9646.

 

 

Visit us in store

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.
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Postal address

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

 

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

Customer complaint procedure

At Virgin Atlantic 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...

Customer complaint procedures
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Travel aware logo

TRAVEL AWARE – STAYING SAFE AND HEALTHY ABROAD
The Foreign, Commonwealth and Development Office and National Travel Health Network and Centre have up to date advice on staying safe and healthy abroad.
For the latest travel advice from the Foreign, Commonwealth and Development Office including security and local laws, plus passport and visa information please visit www.gov.uk/travelaware and follow @FCDOtravelGovUK and facebook.com/fcdotravel. More information is available here.
Keep informed of current travel health news by visiting www.travelhealthpro.org.uk 
Do check before you book and regularly before you travel for updates as the advice can change.

Your holiday is protected – many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information or for more information about financial protection and the ATOL Certificate go to the ATOL website at www.caa.co.uk

Copyright © Virgin Holidays Limited. All rights reserved. Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF.
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How can we help?

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

  • I already have a holiday booked with Virgin Holidays
  • I’m looking to book a holiday
  • I returned early from holiday and have further questions
  • I am currently on holiday and I need to speak to someone
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Your holiday may be affected by travel restrictions or cancellations

We are continually reviewing our flying schedules, taking into account the  Foreign, Commonwealth and Development Office (FCDO) advice against all non-essential travel. Depending on when you are due to travel, your holiday may be affected and we’ll email you to let you know as least 21 days before travel.

  • Is my holiday still going ahead as planned?
  • What’s the best way to speak to someone?
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You’ll be away before you know it

Your next holiday is only a click away - our website has thousands of options ready to book. But if you need more help, just give us a call on 0344 472 9646.

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.

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Latest Foreign & Commonwealth Office repatriation travel advice


Over the past few weeks, we have repatriated our customers from overseas who wanted to come home.  

Please visit this page to keep up to date with the Government’s travel advice on returning to the UK, and to register for email alerts.
 

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How would you like to talk to us?

With many customers needing our help, we are prioritising those customers due to travel before 31 December 2020. Log in to Manage my booking where you can message us about your options or you can give us a call. Bear in mind you may have to wait longer than expected. We continue to review this and working to open up these options to more customers. In the meantime check out our FAQs to see if this can help answer any immediate questions.

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Stay tuned for the latest updates


Rest assured; we will notify you as soon as we know if your holiday has been affected by email. 

We are continually reviewing our flying schedules, taking into account the Foreign, Commonwealth and Development Office (FCDO) advice against all non-essential travel. Depending on when you are due to travel, your holiday may be affected and we’ll email you to let you know as least 21 days before travel.

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Let’s talk


If you need to speak to us to change or cancel your booking you can call our team on 0344 472 9646 or chat to us on SMS/Whatspp via Manage my booking.

For the latest information on Covid-19 you can check our FAQs here.​

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Payment flexibility


Don’t worry if you’ve missed a payment or just need a little more time to pay; we have options available to help you. If your holiday is going ahead as planned, you can continue to pay for your holiday in Manage my booking, even if travelling in less than 12 weeks. If you’re unsure, you can delay any additional payments by choosing a new time to travel by requesting a call back in Manage My booking for one of our team to look at options. If your holiday is more than 6 months away, you may wish to set up a Direct Debit to spread the cost. This can be arranged whilst rebooking or afterwards in Manage my booking.

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We're flexible with your holiday plans


We understand that you may wish to change your holiday plans and we appreciate the need for flexibility. 

We'll be in touch by email letting you know how to register to change your holiday plans. You can also log into Manage my booking to find the details there. 

Please look out for emails from us or visit our dedicated Covid-19 (Coronavirus) page for the latest updates.

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You're holiday is going ahead as planned


If we haven’t notified you of any changes, your holiday will be going ahead as planned but if you prefer to move your holiday to a later time we can help. You can call our team on 0344 472 9499 who can look at options for you.

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Thank you for your patience and understanding


Payments are being prioritised based on when the request was made, working in order from March 2020 onwards. We will always try to process refunds at the earliest opportunity, for requests before August our maximum timeframe is 120 days. As we are steadily reducing the maximum processing time for each new request, for refund requests made in August, we expect the maximum processing time to be 80 days, from the date the refund is requested. For those requesting a refund in September, we expect it to be processed within a maximum of 60 days, and then reduce to 30 days for refunds requested in October, before returning to normal levels.

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We'll be in touch soon


To finalise the amendment, one of our customer advisors will phone you. We need to work through amend requests in departure date order so we can prioritise those with the most imminent travel plans, so you may have a longer wait than usual until we’re able to ring you back. We will help everyone that wants to move their holiday.

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I returned early from holiday and have further questions?


You can contact our team by emailing feedback.backhome@virginholidays.com to discuss options on unused portions of your holiday. If you need to contact our team about amending an existing holiday or requesting a refund please log in to manage my booking.

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I am currently on holiday and I need to speak to someone


The easiest way to contact us while you are away is via WhatsApp. To get the conversation started, click the link and type "hello” .

or you can get in touch with our in-resort team during local opening hours

Find contact details for your location

Outside of local resort office hours you can call us in the UK +44 (0) 344 472 9626 (option 2) or email us duty.office@virginholidays.com

If you are in the USA or Canada please email: USAreps@virginholidays.com.

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Call us directly

Feel free to call us directly on
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Our travel experts are on hand to help you book your next holiday.

Send us an email

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We will try to respond to your email within 24 hours.