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Before you go

Worry Free Guarantee

Our worry free guarantee

There are some things you really don't want to hear when you're about to take a well earned break.

If your flight has been cancelled and you can't reach your destination within a reasonable amount of time, you can change to another holiday with us.

We'll always try to keep it the same price too (although we're sure you'll understand, a change from the Isle of Man to the Island of Mauritius may require you to pay the difference). Otherwise, if we can't give you a holiday, we'll give you a full refund.

If your flight home is cancelled, we'll simply book you a new one with the help of all our airline partners.

If there aren't any flights available on the same day, we'll assist you with booking a hotel and help you get in touch with friends and family back home.

Travel Aware

Foreign Office travel advice

  

We recommend that you seek advice from the Foreign Office regarding your holiday destination(s) before you book your holiday. You can easily contact them:

Alternatively, you can contact the ABTA Customer Support team on 020 3117 0599.

Passport and visas

It is very important to bring your valid passport with you to the airport, along with any visas required to enter countries you are travelling to. Without these, you will not be allowed to board your flight.

Some destinations require you to have 6 months validity on your passport from the return date of travel. You should check with the Embassy for current requirements as these are subject to change. 

Visas are required by British citizens for a number of our destinations, and a charge may be applicable — for up-to-date information check with the relevant embassy. It is your responsibility to ensure that you have the correct travel documentation. All other passport holders should check with the relevant embassy or consulate.

If you are travelling to the USA, please refer to the information below on how to obtain an ESTA (Electronic System for Travel Authorization). This needs to be completed no later than 72 hours prior to travel. For all other destinations, please visit our partners CIBT visas on www.cibtvisas.co.uk/virginholidays for advice on whether the destination that you’re travelling to requires a visa. CIBT visas can also apply for your ESTA or any international Travel Visa on your behalf for an additional handling fee.

UK Passport Information

If you haven’t yet got a passport, our recommendation is that you should apply for one at least 10 weeks before your holiday departure date. The Passport Service has to confirm your identity before issuing your first passport and everybody aged 16 or over applying for their first passport will need to have an interview as part of the application process. Please note that this new process will increase the time it takes for your application to be processed. In all cases, the passport office advises you not to book any travel arrangements until you have received your new passport.

For full details of passport requirements for your chosen holiday please contact the British Passport Office on 0870 521 0410 or www.gov.uk/government/organisations/hm-passport-office. The US embassy can be contacted on 0207 499 9000 or https://uk.usembassy.gov/.

The name on each person's ticket must match the name as stated in their passport. When making your booking, please ensure the information given to us is correct. Failure to do so may result in significant charges being incurred, as some airlines treat an amendement as a name change and will charge accordingly.

Need to renew your passport?

Through our partners CIBT visas you can renew your passport in as little as one day! Please visit CIBT visas on www.cibtvisas.co.uk/virginholidays for more information. Fees apply.

Kids

All children, including newborn babies, must now have their own individual passport.

Please Note: Some destinations require a letter of authority if children are not accompanied by both legal guardians. Please check with us for further information if this applies to you.

Need to apply for a child passport?

Through our partners CIBT visas you can obtain a child passport in up to 6 working days! Please visit CIBT visas on www.cibtvisas.co.uk/virginholidays for more information. Fee apply.

Travelling to the USA

Passports issued on or after October 26 2006 must include an integrated circuit chip capable of storing the biographic information from the data page, a digitised photograph and other biometric information. If your passport was issued on or after this date and doesn’t have this information, you WILL require a visa.

ESTA - Electronic System for Travel Authorization

It is mandatory for anyone travelling to or transferring through the US under the Visa Waiver Program, to obtain approval to travel no later than 72 hours prior to travel by completing an online process ESTA (Electronic System for Travel Authorisation (ESTA) scheme. The cost of an ESTA is currently approx $14 per person and can be obtained by visiting https://esta.cbp.dhs.gov/ or you can apply for your ESTA through our partners CIBT visas who make the process as easy as possible and will apply for the ESTA on your behalf. Please visit CIBT visas on www.cibtvisas.co.uk/virginholidays for more information. Please note that an additional fee does apply for this service.

Once completed and approved, the ESTA application is valid for two years and allows multiple visits without the need to reapply. Travellers can apply for an ESTA even if they have no firm plans to travel to the US.

An ESTA is only valid for stays of 90 days or less.

Failure to obtain an ESTA could result in the passenger being denied boarding by the airline.

The ESTA is very similar to the automated visa that you purchase to enter Australia and is completely paperless.

*Under certain circumstances (eg. if you have a criminal record) you may require a visa and you could be refused entry into the USA.

If your passport shows you are a British Subject you will need a Visa. This particularly applies if you are Irish but have a British Subject passport. In both these cases, you must check with the US Embassy or nearest consulate. 
Anyone in doubt and all other passport holders should check with a US Embassy or consulate.

To qualify for the US Visa Waiver programme you must NOT:

  • Be suffering from any communicable disease, physical or mental disorder or be a drug abuser or addict.
  • Have been arrested or convicted for any offence or crime. This includes spent convictions or an arrest not resulting in a conviction.
  • Have ever been involved in espionage or sabotage, terrorist activities, genocide or been involved in anyway with Nazi Germany or its allies between 1933 and 1945.
  • Seeking work in the US, have been excluded or deported from the US, been previously removed from the US or attempted to procure a visa or entry into the US by fraud or misrepresentation.
  • Been detained, retained or withheld custody of a child from a US citizen granted custody of the child.
  • Been denied a US Visa or entry into the US or had a US visa cancelled.
  • Have asserted immunity from prosecution.

Advance Passenger Information

For security reasons, some countries require us to collect additional information from you before you can fly.

Please visit Virgin Atlantic's Advanced Passenger Information page for more information.

Baggage Allowance

Take a look at the Virgin Atlantic website here to get the most up to date information on all the questions you ever need to know about the luggage you can take. There’s plenty of other information such as what sports equipment you can carry, the sizes, weights and any restrictions.

If youre travelling with any other airline, then take a look a look at the airlines own website.

Inoculations and Medical Precautions

As health requirements change, we recommend that you consult your doctor well in advance of travel, for the latest advice.

Travelling with medication

Please contact the relevant Embassy or High Commission for up-to-date drug transportation rules.

Insurance (this really is important)

You must, repeat must have proper travel insurance. Not all activities/excursions featured in our brochure are covered by a standard insurance policy. Please check your policy carefully to ensure that you are fully covered for all the activities/excursions in which you intend to participate. If your activity/excursion is not covered by your policy, it may be possible for you to pay an additional premium to extend your cover to include the activity/activities.

Unaccompanied Age Restrictions

For those wishing to travel unaccompanied by a parent or guardian the minimum age is 18 years. However, some hotels and resorts do not allow under-21s in a room by themselves - please check at time of booking for details.

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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.
 

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 9499.

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.

For extra piece of mind, new bookings made before 30 September 2020 for travel up 30 April 2021 also have the flexibility to amend free of charge. If you need to change don’t worry, you can move your holiday as far out as 31 December 2021 subject to availability.

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.  

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.

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

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.

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.

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