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What to expect on your journey

As the world re-opens for travel, your health and safety remains our priority. You can expect some changes throughout your journey to ensure you have a safe and enjoyable holiday. Here are some examples of the measures in place to protect you.

You are in safe hands with Virgin Atlantic

At the airport

At the airport, you will experience additional precautions to ensure your safety at check in, through security, and during boarding. 

Virgin Atlantic have put in place every possible measure to ensure you are in good hands. Read more about  What to expect when you fly or visit airport websites for detailed information on measures being taken and guidance while travelling:

•    London Heathrow Airport - Covid-19 FAQs
•    Manchester Airport - Advice for travellers

On your Virgin Atlantic flight

On the flight

Virgin Atlantic have introduced measures that match, and often exceed guidance from the World Health Organisation and the Civil Aviation authority. These include a focus on health screening, increased sanitisation, extra space on board, and the service our amazing crew provide you. 

Read more about  What to expect when you fly  with Virgin Atlantic. 

Details of what other airlines are doing to keep you safe is available on their websites, including our partner Delta Air Lines

Car Hire

Car hire

Additional measures have been put in place to ensure you can get from the airport to your destination safely.  

Cars rented from Enterprise, Alamo and National will all carry the  Complete Clean Pledge  which means all vehicles will undergo a 20-point deep-cleaning process before every pickup as well as updated safety procedures at rental locations. 

In your resort

In resort

When you arrive at your destination, our hotel, transfer, theme parks, and day trip partners have adopted a range of measures to ensure your safety and enjoyment too. Initiatives such as keyless room entry at some hotels, restricting capacity in restaurants, and temperature checks on arrival will be common place.  

Some of our key partners are already giving advice on what to expect at your destination:

Your journey with Virgin Holidays

Throughout your journey with Virgin Holidays, we’ll do everything we can to give you peace of mind and confidence as you travel with us.

Retail store

Stores reopening soon

Preparation is underway to give you a warm welcome in store, with additional measures to maintain hygiene with regular cleaning of surfaces and ensuring you and our team can keep a safe distance by limiting the number of people in store.

Car hire insurance

Looking after your safety

We continue to work closely with our airline, hotel, cruise, car hire, and other travel partners to ensure the highest standards of health and safety. The checks we undertake on your behalf ensure you can relax and enjoy your holiday worry free.

Call centre

Always with you

Whilst you are away, we’ll be here for you. Our team will be on hand 24 hours a day and will be there to answer any questions you have and ensure you have a fabulous holiday.


General travel advice

Face Masks

It is likely that all customers and staff will be required to wear a mask or face covering throughout the airport and at various points along your journey. We recommend you bring your own mask for your comfort throughout, though extra masks and PPE kits will be available if you need one. 

Sanitisation

For your own safety, and the safety of your fellow travellers, we’d recommend carrying hand wipes or liquid sanitiser with you (under 100ml) as you travel. You’ll also find hand sanitiser dispensers for your use throughout the airports, on arrival, and at your destination resort. 

Where possible, avoid touching counters at ticket desks, information booths, and handgrips and handrails unnecessarily. 

Social Distancing

Keeping a safe distance from those around you will continue to be of importance on your journey. Often keeping a minimum of 2 metres between yourself and other travellers will simply not be possible, but do what you can. 

Floors will be clearly marked to provide guidance for maintaining a safe distance, especially at check in, when waiting to board the aircraft, and during immigration at your destination.  

Travel insurance

Whether you have a travel insurance policy in place or are looking to arrange cover for your future holiday, you will need to speak to your insurance provider to discuss the cover in relation to Covid-19. Every policy is different; some policy providers have all Covid-19 related claims excluded, whilst others will cover medical expenses and repatriation in the event you fall ill with Covid-19 whilst abroad. 

It is important to ensure your travel insurance best suits your needs, so speak to your insurer before travelling and ask what is, and what is not covered. 

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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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