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Covid-19 (Coronavirus)

With many customers needing our help, we are prioritising those customers due to travel before 06 October 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.

The Covid-19 pandemic continues to have a severe impact on the global economy, our nation and the travel and aviation industry. 
 
We are continually reviewing our flying schedules, taking into account the Foreign & Commonwealth Office (FCO) advice against all non-essential travel. We also must consider the continued restrictions in many of the destinations we fly to, including the United States, where a travel embargo for travel from the UK, Ireland, and other parts of Europe came in to effect on 16 March 2020. The UK Government also announced 14-day quarantine period for people arriving into the UK, which took effect on 8 June 2020. For further information please visit https://www.gov.uk/foreign-travel-advice

We understand that you want to know what this means for your holiday. Our latest advice is right here; whether you have an existing booking or are looking to book your next holiday.

Is my holiday affected?

The Foreign & Commonwealth Office have advised against all but essential travel. You may have seen the news recently that Virgin Atlantic have been making changes to their flying programme and if your holiday is impacted by these changes we’ll proactively contact you with your options or log in to Manage my booking for more options. As countries around the world start to review their local lockdown restrictions, we expect this advice to change over the coming weeks and if it does we will be in touch. You can check Virgin Atlantic Manage my booking for most up to date flight information.
 

Your flexible holiday options

Changes to our flying schedule

We’re making some changes to our fleet and schedule, to reshape our business and ensure it is fit for the future, both in response to the impact of Covid-19 and in support of our drive towards greener, more sustainable air travel. As a result, we’ll be moving our flying programme from London Gatwick to London Heathrow. We’ll continue to fly from Manchester, and also retain the opportunity to return to Gatwick in the future.

For customers impacted by these changes, we’ve updated our rebooking policies to ensure you have the flexibility you need with your upcoming travel plans.


Your flexible holiday options


Where possible, we will rebook your travel to ensure you can still get away as planned. This could mean travelling from London Heathrow or from Manchester on a connecting flight with our partner Delta.

We are proactively contacting customers that are impacted by these changes. We thank you for your patience and understanding. We’ll be in touch as soon as possible to let you know about any changes and to provide your new flight details.

If you’re looking to book a holiday

Your next holiday is only a click away. Our website has thousands of amazing options ready to book and is the quickest and easiest way to book until our retail and contact centre team are on hand. 

Looking for inspiration? Explore our destinations and holiday types and save your faves to your very own Wishlist. You can even dive right in to our 2021 holiday offers if you know what you're looking for.

For extra piece of mind, new bookings made before 31 August 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.

We hope this helps you. Our contact centre is only available for customers departing  before 06 October 2020. Thank you so very much for your patience and understanding in this tough time.

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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 Office (FCO) 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.

You’ll be away before you know it

Your next holiday is only a click away - our website has thousands of hand-picked options ready to book. But if you need more help, just let us know.

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 31 August 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.

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 06 October 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 prioritising those customers due to travel before 06 October 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.

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, and you are due to travel before 06 October 2020, please log in to Manage my booking to call or message us. 

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 good to go


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. Log in to Manage my booking to request a call back to amend your holiday. Please bear in mind we’ll work through requests in departure date order so may take longer than usual for us to get back to you

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

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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