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UK Airport Hotels

Covid-19 Help Hub

Book with confidence. If things change, we've got you covered.

Whether it’s relaxing on a Caribbean beach with a cocktail in hand, a family adventure, or the chance to explore somewhere completely new - we’ve never needed a holiday more. But we do understand that taking that well-deserved trip can feel a bit, well, uncertain right now.

Don't worry, we're here to help every step of the way.

Below, you'll find everything you need to know to make booking and planning your holiday as easy as possible,

And if things don't quite go to plan? Our flexible booking policy gives you the freedom and peace of mind to book, knowing you can make changes if you need to, without any admin fees.

If you've booked a holiday for travel up to 31st August 2022 you can, up to 4 weeks before departure, make unlimited date changes, switch your destination, or swap your holiday for a voucher to use any time up to December 2023. You can even transfer your trip to someone else if you want to by making a free name change.

If you have any other questions, please contact us.

Covid-19 FAQs

As you’d expect, due to COVID-19, your travel experience will be different to what you might be used to.

From arriving at the airport, until you land back home, you can expect there to be small but important changes to your holiday. These changes are unavoidable and have been made with your health and safety in mind. If we become aware of any major changes to your holiday, then we will be in touch to review your options.

It may be a legal requirement at some of our holiday destinations that you quarantine on arrival, regardless of your vaccination circumstances. Please make sure that you familiarise yourself with the entry requirements and local quarantine restrictions for your chosen holiday destination before making your holiday booking.

Some things to remember:

  • Each destination has their own local Covid policies, which might be different to ours in the UK. It's important to check this before you travel and follow any Covid restrictions that are in place at your destination.

  • You might have to wear face masks in and around resorts

  • You might have to quarantine

  • You might not get access to beaches all day every day due to curfews

  • Beaches might be closed on weekends

  • You might have to book time slots to visit swimming pools

  • Kids clubs might not be open or be available to all age groups

  • Resorts may not have all restaurants open each day of your stay and you might have to follow different booking rules for meal times

  • Rooms might not be cleaned every day

  • Mini bars and in room drink facilities might not be available

  • Check your travel insurance policy to ensure you have the right type of cover for your holiday

Useful Links:

It remains a dynamic time for international travel and we continue to review our holiday schedules regularly and monitor the Covid-19 situation closely. Circumstances where we will need to cancel your package holiday include:

  • UK Government restrictions make it illegal to travel abroad
  • The Foreign, Commonwealth & Development Office (FCDO) advise against non-essential travel at the time you are due to travel.
  • Your holiday destination is placed on the Red List and it becomes necessary to quarantine at a managed quarantine hotel on your return to the UK

It might also become necessary for us to cancel your holiday for operational reasons, and we will inform you as soon as possible if your holiday is affected.

In addition, if it becomes necessary to quarantine on arrival at your destination, you are entitled to receive a full holiday refund. We respect that many of our customers still wish to travel and so we will not automatically cancel your holiday. If you decide you do not wish to continue with your holiday, please contact us as soon as possible to discuss your options.

If your holiday is cancelled, you'll automatically receive a Refund Credit Note, which can be used to book a new holiday up to 31st December 2023. If you’d prefer a refund, we understand. You can request a refund as part of the options available when you log into Manage My Booking.

To use your Refund Credit Note, make a note of the unique code and head over to our website www.virginholidays.co.uk to start planning your next getaway. Once you’ve decided where and when you want to go, simply apply your code at the checkout.

Refund Credit Note terms and conditions apply. Please click here to view full Refund Credit Note Terms & Conditions.

If you’ve booked a holiday for travel up to 31st August 2022, but the time doesn’t feel right, then you can cancel and receive a voucher instead. When you’re ready, simply use it to rebook a new holiday for travel any time up to 31st December 2023.

If your new holiday costs more than the value of your voucher, you’ll be able to pay the difference when you book. If the price is less, then we’ll refund the difference.

It’s a great alternative to cancelling your holiday for a refund, as you’ll keep the full value (less any non-changeable aspects from third parties) without losing your deposit or having to pay any amendment  charges. Voucher Terms and Conditions can be found here. You can cancel and receive a voucher up to 4 weeks before travel, however please note the earlier you contact us the less likely there will be non-changeable aspects from third parties.

To cancel your holiday and request a voucher, please get in touch.

If you want to cancel for a refund we understand.  Please bear in mind that our standard booking terms and conditions apply, and you may only be eligible for a partial refund.

You’ll be entitled to a full refund of your package holiday within 14 days if any of the following apply:

  • We cancel your package holiday
  • UK Government restrictions make it illegal to travel abroad
  • The Foreign, Commonwealth & Development Office (FCDO) advise against non-essential travel at the time you are due to travel.
  • Your holiday destination is placed on the Red List and it becomes necessary to quarantine at a managed quarantine hotel on your return to the UK

In addition, if quarantine restrictions are in place at your holiday destination for your planned holidays dates, you are entitled to receive a full holiday refund. We respect that many of our customers still wish to travel and so we will not automatically cancel your holiday. If you decide you do not wish to continue with your holiday, please contact us as soon as possible to discuss your options.

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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.

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.

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.
 

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.

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.

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.

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.

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.

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.

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.

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.

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.

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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