In a land of magic, everybody should be able to make the most of the action and adventure to be had. Don’t hold back on seeing the world — whatever you need to make your dream holiday a reality, we’re here to help. From assistance in the parks to help getting around on the road, we’ve got the options to help you access Orlando.
Help is at hand at all the theme parks in Orlando. You’ll find essential ride guidance and safety information at the entrance to all the attractions. You’ll be able to see any height or health restrictions and safety considerations in place to help you make an informed decision on whether it’s suitable, comfortable and safe for you to ride.
Please do not hesitate to contact our Special Assistance team by e-mail
special.assistance@virginholidays.com for any additional infomation before you travel.
Universal Orlando Resort offers the below services for guests who may require additional assistance while visiting their parks.
Walt Disney World Resort has an extensive range of services available to all guests, ensuring that every visitor to their parks has a memorable and magical time.
*Subject to availability and local charge.
Rental Age
You must be a minimum age of 21 to be able to rent with a valid driver’s licence.
If you’re looking for Orlando wheelchair transportation (including wheelchair van rental), need a mobility scooter in Florida, or just want more information about Florida accessibility, let us know and we can help you out.
You can book any airport assistance you might need when arriving in Florida through Virgin Atlantic or the airline you’re flying with. While we aren’t able to do this directly for you, making sure you have a stress-free experience is important to us. We can point you in the right direction with an airline’s contact details, who will be happy to discuss your needs at both the airport and during your flight. Make sure you contact them as soon as possible, as different airlines have different assistance measures and procedures in place, so to avoid any disappointment, do get in touch ahead of your flight so they can have everything ready for your departure and your arrival in Florida.
Arriving in Orlando
As we are aware that not all disabilities are visible, we would suggest that any disabled customers arriving into Orlando have a completed disability notification card on them to present to customs and immigration upon arrival. Security and immigration lines in the USA are manned by TSA agents, showing this card to any TSA agent will ensure your arrival process into Orlando is as smooth as can be.
Marriott Suites Clearwater
The perfect choice for a family holiday, with modern, spacious and well-equipped suites.
Courtyard Cadillac
There’s a certain seaside feel at the revamped Cadillac Hotel & Beach Club.
Walt Disney World Hotels
With six parks to visit and 20 hotels, you can fully immerse yourself in the dream.
Hawks Cay
This unique resort delivers outstanding comfort and state-of-the-art amenities.
Tradewinds Island Grand Resort
A large, fun-packed resort. A favourite of Virgin Holidays' families for years.
Universal Orlando Resort Hotels
Make the most of your holiday by staying in the thick of the action.
Hilton Key Largo
Impressive panoramic views of the Gulf of Mexico, with a private white sand beach and water sports galore.
Fontainbleau
This hotel offers 22 oceanfront acres of a spectacular blend of Miami's golden era and stylish modern luxury.
*Please note: not all of our villas and homes in Orlando are suitable for those with walking difficulties. Walk-in showers and single storey homes are on a request only basis. At this present time, we are unable to guarantee any special requests relating to accessibility.
Virgin Holidays Special Assistance Team can be contacted at special.assistance@virginholidays.com
Please find further information on our main Special Assistance page.
We can look after all of your mobility and medical requirements should you need anything whilst in resort
If you have any specific dietary needs or severe allergies please contact us to discuss
**Available at select destinations, subject to availability and an additional charge.
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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.
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.
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.
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.
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.
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.
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 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.
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.
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.
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.
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.
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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