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Because of the extremely high volume of customers needing our help, please only contact us if you are flying in the next 72 hours. We need to prioritise customers who are travelling imminently. Thank you for your patience as we deal with this unprecedented situation.
Find the best way to contact us using our help guide
Due to the ongoing situation regarding COVID-19, the Foreign & Commonwealth Office UK have advised against all but essential travel before the 16th April 2020.
If your holiday has been affected
If you were due to travel before 16th April 2020, look out for an email from us about putting your holiday on hold.
We’ll be in contact as soon as possible to discuss your options:
Rebook your holiday at a time that suits you by giving one of our team a call before 31st July. This can either be the same destination or we can look at alternatives, as well as different times of the year before 31st December 2021.
Put your holiday on hold. If you're not sure when or where you want to travel, we'll give you a voucher. Call us before 31st July to book your holiday any time before 31st December 2021.
If you wish to cancel and get a refund, call us and one of our team can help with this option. Please bear in mind our wait times may be longer than usual and issuing the refund may take up to 45 days, due to sheer the volume of processing claims.
Away from home?
The Foreign & Commonwealth Office (FCO) is advising British people travelling abroad to return to the UK now.
Due to increasing travel restrictions, Virgin Atlantic has reduced its flying programme and is only operating scheduled flights between London Heathrow and New York-JFK, Los Angeles and Hong Kong.
If your flight has been cancelled and you cannot get home, it's really important that you let us know through our Away from home form
By completing this form, our team will know where you are and can organise options to get you home. Depending on the restrictions in the country you are in, we may need to arrange a flight for you with an alternative carrier or provide a charter flight. Having your contact details allows us to keep in regular contact with you via email and SMS messaging.
Important - please ensure you visit the FCO website to keep up to date with travel advice and register for email alerts.
If you are due to travel before the end of May 2020
We’re flexible with your holiday plans.
For existing bookings due to travel before the end of May 2020, you can postpone your holiday to a later date or even choose a different destination instead.
Holidays from June 2020
In line with the advice from the Foreign & Commonwealth Office UK, all trips booked from June onwards are unaffected. If this changes, we will of course be in touch with you.
Our commitment to your safety
The health and wellbeing of our customers and crew is our highest priority. We are working closely with the UK Government and health organisations to ensure we’re following the very latest advice for all the destinations we fly to, and are doing everything we can to help our customers. Find the latest government travel advice here
Keep up to date
Please make sure your contact details are up to date in Manage my booking
We can communicate any update as efficiently as possible.
Frequently asked questions
When you book a package holiday with us, you can be reassured it’s ATOL protected, giving you full financial security. We’re also ABTA members, so you can book with confidence, knowing you’d receive help to get home if your holiday was affected whilst you were away.
Due to the ongoing situation regarding COVID-19, the Foreign & Commonwealth Office have advised against all but essential travel. Therefore, any holidays departing before the 16th April 2020 will not go ahead as planned.
Please be assured the health and safety of our customers is our absolute priority.
Please do not go to the airport, you can contact our Customer Service team regarding your booking and they can help you with all the options open to you.
For customers that have had their travel plans disrupted, travelling before 16 April 2020, please call our Customer Centre on 0344 472 9646
Our Customer Centre hours are:
Mon-Fri: 9:00am – 5:00pm
Sat: 10:00am – 6:00pm
If you are booked to travel after 16 April 2020, please send us a message; you can find our contact details here
We understand you’re concerned with the current Covid-19 situation, but right now your holiday is unaffected. Of course, if the situation changes, we will contact you as soon as this happens with further options open to you. We have a flexible policy in place which allows you to rebook for a holiday departure up until 31 December 2021.
Your holiday is scheduled to depart as planned. If the situation changes, we will contact you as soon as this happens with the options open to you. You can always amend your travel dates if you wish, and we can do that for an Administration Fee of £50pp
If using your voucher to rebook your holiday up until 31st December 2021 is not the best option and you want to cancel your holiday, we can do that for you. Please note that there may be a delay in processing your refund due to unprecedented demand – our current estimate is 45 days. To cancel, just call our Service Team on 0203 929 3735. Please bear in mind our wait times may be longer than usual.
We understand you’re concerned at the situation, but right now your holiday is unaffected. This means that our usual booking conditions apply and your payment terms haven’t changed. If there is any change, and your holiday is affected in the future, we will contact you with all your alternative options. For the latest information, visit www.virginholidays.co.uk
Unless we have contacted you about your holiday being cancelled due to the Covid-19 virus, your holiday is still going ahead as planned. The situation is dynamic and fast-moving, and we continue to monitor it closely. We understand that you’re worried, but please be assured the health and safety of our customers and people remain our absolute priority. Your holiday is currently unaffected. If this changes in any way, we’ll be in contact to let you know your options. The best way to keep up to date is with the Foreign & Commonwealth Office advice and www.virginholidays.co.uk.
If you’re abroad and your flight home has been cancelled please let us know, as relief flights will end soon. Register as away from home
Please be assured the health and safety of our customers remains our absolute priority. Please make sure that your contact details on your booking are up to date so that we can get in touch with you, and please keep checking your email.
Yes. You’ll need to contact our Service Team by phone on 0344 472 9646, who will ensure your miles are credited back to your account.
For any post-travel queries and refunds, please either email our Customer Relations team on feedback.backhome@virginholidays.com, or call on 0344 5578830.
My holiday destination doesn't have travel restrictions
Travelling before 30th April
If your holiday destination isn’t currently affected, but you would like to discuss your options, please complete our call back form and we will contact you within 7–10 days.
We ask that you don’t contact us at this time due to the dynamic situation and so we can support customers travelling in the imminent future. Continue to monitor our Covid-19 (Coronavius) travel updates page, our social media and the Foreign and Commonwealth travel advice page for latest advice.
Should your holiday destination become subject to travel restrictions, we will contact you at least 24 hours before departure to discuss your options.
Your holiday may be affected by the government’s travel restrictions
The Foreign & Commonwealth Office UK have advised against all but essential travel. Depending on when you are due to travel, your holiday may be affected.
Due to the ongoing situation regarding COVID-19, the Foreign & Commonwealth Office UK have advised against all but essential travel before 16 April 2020.
We’ve sent you a voucher that is valid for the full value of your cancelled holiday. When you rebook, we’d like to gift you with 4,000 Virgin Atlantic Flying Club Miles too.
But there’s no rush. To redeem your holiday voucher on a new booking with us, just give us a call any time before 31 July 2020 and quote your old booking reference.
Please bear in mind our wait times are currently longer than usual due to high demand.
If you’d like to travel with us sometime in the future, just give us a call and we’ll find a great holiday for you (and gift you with 4,000 Virgin Atlantic Flying Club Miles as a thank you).
If you'd prefer to simply cancel completely, we understand, and we will refund you in full. You'll just need to give us a call. Refunds will be successfully returned in approximately 45 days.
Please bear in mind our wait times are currently longer than usual due to high demand.
You can postpone your holiday to travel any time before 31 December 2021, and even choose a different destination. We won’t charge you to make these changes and our Service Team are there to help – just give us a call.
Please bear in mind our wait times are currently longer than usual due to high demand.
Your holiday is scheduled to depart as booked. Continue to pay off your holiday balance with the assurance that your money is fully protected through ATOL. Be assured, that if the situation changes, we will contact you as soon as this happens with the options available to you.
No problem! To amend your holiday dates, just give us a call. Any amendments to your booking can be made for £50pp, and our Service Team can help you decide on dates, or even a different destination.
Please bear in mind our wait times are currently longer than usual due to high demand.
