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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.

To help us manage the high volume of requests, we’re emailing all customers affected with their options. Completing these forms are the best way for us to prioritise the thousands of customers that want to rearrange their travel plans. These options are also available in when you log in to Manage my booking.

We’ve emailed everyone whose holiday has been affected up to 20 July 2020. Our teams are working in departure date order, with priority for bookings due for departure in June. We’ve helped most customers travelling in May and are now working through June.

We know that the current situation has been difficult for you, and we’d like to share what your options are right now. 

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 complete a request on, Manage My Booking. 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.

We’re currently responding to a huge volume of requests. With our teams working from home, and reduced availability and infrastructure, working through refunds is taking longer than usual. Payments are being prioritised based when the request was made, working in order from March 2020 onwards. All refunds will be paid within a maximum of 120 days.

To request a refund or cancellation, click on the link to the cancellation request form we sent you by email or in Manage my booking. You don’t need to do anything else once this is completed, as refunds are processed in request date order. 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 - either by logging in to Manage my booking or by clicking on the link we emailed you - 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 are working through refunds in order of request from March 2020 onwards. Once scheduled there is some variance in the final processing as each team member works through individual requests. There may also be a variance due to the original payment method used for us to return your money. We are focused however on processing all March refunds within 30 days.

We will process refunds to the original forms of payment. If you’ve used Flying Club miles, 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, 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.

Our call and messaging teams are prioritising customers due to travel within the next 14 days. We are looking to extend this window as we help more and more customers. In the meantime, we know this can be frustrating, but it’s the best way for us to help as many customers as possible.

As we are prioritising customers in departure date order, we may not be able to answer any questions right away. When we are able to help more customers, we will let you know when we can support you.

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

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 in the next 14 days right now. 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

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.

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 in the next 14 days. 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.  

With many customers needing our help, we are prioritising those customers due to travel in the next 14 days. 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 still need to speak to us to change or cancel your booking, and you are due to travel in the next 14 days, please log in to Manage my booking to call or message us.  You are our immediate priority.

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. 

You can continue to pay for your holiday in Manage my booking, even if travelling in less than 12 weeks. 

If you’re struggling to pay, you can delay any additional payments by choosing a new time to travel. 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


Currently, your holiday will be going ahead as planned.

Rest assured; we will notify you as soon as we know if your holiday has been affected by travel restrictions or cancellations.

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


We’re sorry to say that it’s taking much longer than usual to process your refund. It’s taking longer than we’d like as well. This is due to the number of requests being sent to us and our teams working from home.

We’re doing our best to help every customer, but we’re not able to always meet the 15, 45 or 90-day timeframes we originally stated for every customer. As always, we’re grateful for everyone’s patience and understanding. It means the world to us.

We'll be in touch soon


We’re keen to help you rearrange your holiday plans and our team are currently working through requests in order of departure. We’re helping those customers in June at the moment so please bear with us, someone will call you back.

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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