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Covid-19 (Coronavirus) - FAQs

We appreciate you may have a lot of questions about how your holiday has been affected. As we prioritise customers that were due to travel imminently, the following FAQs should help answer some of the most common key queries we’ve received.

This is the fastest thing we can trigger when your holiday is cancelled, to protect the money you had already paid and give you the freedom to select another date or destination for departure. However, you can still opt for a cash refund instead and you can notify us of this preference when the voucher is issued.

If your holiday is no longer going ahead as planned, we will email you at least 21 days ahead of travel with your options. You can rebook your holiday to a later date by logging in to Manage my booking and using your travel voucher to rebook. You can also request a refund when you log in to manage my booking.  

If we’ve not emailed you and your holiday is going ahead as planned but you want to amend your holiday, give one of our team a call and they can help you with this.

We know that the current situation has been difficult for you, and we’d like to share what your options are right now. For holidays up to 31st January 2021 we have reduced our final payment deadline to 8 weeks before travel to give you more time to decide on what to do next.

At the moment, if your holiday remains unaffected by cancellations, your holiday is going ahead as planned. This means that our standard terms and conditions apply. However, we absolutely understand you may not be able to, or do not want to take your holiday as originally planned. You can change your travel dates to a later time, or even change your destination. Just head to Manage My Booking to let us know if this is what you’d like to do, and we’ll call you back to organise it. 
 

If your planned departure date is currently unaffected, your holiday dates don’t qualify for a full refund. If you’d prefer to cancel your holiday rather than rebook to travel when the world re-opens, you can give us a call. Please note you will be charged a cancellation fee equivalent to loss of deposit, plus any non-refundable costs discussed with you at time of booking, even if your holiday is later cancelled.

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.

Once requested you can check the status of your refund in Manage my booking. It will show the date requested and when you can expect your refund to be processed, you don’t need to do anything else once this is completed. As we process your request in our systems, you might notice that your invoice in Manage my booking may change. It may show a credit for a while if we initially issue you with a voucher, and once the booking has been cancelled by our team, the balance will show as zero. It may take a while for our team to make these changes, but rest assured your refund will be processed based on the date your requested it.

Once a refund has been requested, you don’t need to do anything else. Our teams will convert the voucher we automatically issued and update the invoice for you. As we manage large volumes of requests, it may take a while for us to make these changes which won’t impact on when your refund is processed. Rest assured, once submitted online your refund request has been logged and will be processed based on the date you requested it.

We will process refunds to the original forms of payment. If you’ve used Flying Club points, we will return these to your account. Depending on the payment method, once we’ve processed the refund it could still take up to 15 days for you to receive it. If the payment details we have for you are not correct, or we are unable to use your original details, we will email you a secure link to provide your new details so we can process this right away. To reassure you that this email is genuine, there will be tips on what to look for in a fraud email, and if you have any concerns at all you can contact us for extra peace of mind.

If you’re unable to amend your holiday or request a refund by logging in to Manage my booking, our team are on hand to help. You may have to wait slightly longer than usual and we thank you for your patience in advance.

You can give one of our team a call and they can look at what options are available to rebook your holiday to a later time.

Walt Disney World in Florida have made some changes to ensure you have a safe holiday. Read more about these changes.

Universal Orlando Resort have made some changes to ensure you have a safe holiday. They have also announced some closures to hotels. If your holiday is impacted we’ll be in touch to look at alternative options for your stay.

We’re really sorry your holiday was cut short due to the coronavirus pandemic, and we hope you’ve been safe and well since. As you weren’t able to enjoy all of your trip, you may be entitled to a refund for the unused portion of any attraction tickets or excursions. Click here to get in touch with our team who are focusing on these requests.

We hope this helps you. Our contact centre is only available for customers departing before 31 December 2020 right now. Thank you so very much for your patience and understanding in this tough time.

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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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