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UK Airport Hotels

Covid-19 Help Hub

Book with confidence.

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.

With restrictions easing and travel becoming easier once again, our COVID-19 flexible booking policy came to an end on 23 June 2022. 

For all new bookings from 24 June onwards, our terms and conditions will set out your options to rebook or cancel your holiday. As ever, you should ensure you have adequate travel insurance for your trip. If you have any other questions, please contact us.

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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

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It remains a dynamic time for international travel and it is important we continually review our holiday schedules 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.

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 it is necessary to cancel your holiday, you will receive an email with your options explained.

 

To amend or cancel your holiday please.

All new bookings made on or after 24 June 2022 will be covered by our standard booking terms and conditions.

Bookings that were made prior to 23 June 2022 are covered by our flexible booking policy.

 

 

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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.

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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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