This website uses cookies

We use cookies to ensure you have an easy, quick and reliable experience whilst using the Virgin Holidays website. By continuing to browse the site you are agreeing to our use of cookies. For more details, see our cookie policy.

Skip to main content Virgin holidays logo
  • Mon to Fri 9:00am - 5:00pm
  • Saturday 9:00am - 5:00pm
  • Sunday 10:00am - 6:00pm

Special Assistance

Special Assistance
Unleash your inner adventurer with accessible holidays

No one should miss out on the adventure of a lifetime, regardless of ability. Disabled holidays abroad can sometimes be a challenge, but we’re here to make sure you can have the holiday you want. From wheelchair-friendly hotels to specially adapted car hire, whatever you need to make your holiday perfect – we’ll do everything we can to make it happen.

   

An experienced and dedicated team

Our Virgin Holidays’ special assistance team are here to support you, your friends and family, or specialist carers so you all have a great time, no matter where in the world you travel to or what you want to do.

Our special assistance holiday experts work with you from the moment you book accessible holidays and then through every point of your adventure to make sure you’ve got everything you need you’re treated with dignity, respect, and courtesy. So, if you need a wheelchair-friendly hotel, adapted transfers or car hire or even assistance regarding medical equipment, we’ll do our best to find you the best solution.

Accessibility explained

Across the world, the laws determining how accessible hotels and accommodation are will vary. So rather than baffling you with local by-laws and exclusions, we keep it simple with three generalised categories for our accessible holidays listings:

Good General Access Logo

Good General Access*

Properties that offer good general access for those guests who are able to walk short distances and can manage up to six steps.

Wheelchair Accessible Logo

Wheelchair Accessible*

Wheelchair accessible properties that offer wheelchair adapted rooms with either roll-in shower or bath tub with grab rails.

Partially Accessible

Partially Accessible*

Properties that offer wheelchair adapted rooms with partially accessible amenities.

*Please note: These rooms are subject to availability and may only be available in specific room categories with varying bedding arrangements. Please request this at the time of booking.

  

Getting from A to B

SA Car Hire

Adapted vehicles

  

There should be nothing holding you back from the perfect holiday. Whether you need an adapted transfer vehicle or wish to take to the wheel yourself and hire a car, we've got it covered.

 

Holidays for disabled travellers and their carers

If you rely on a carer to help you with everyday activities, let us know. We can make sure all the details are taken care of, such as suggesting resorts that are suitable for both of you, that you travel together, and that accommodation is available for both travelling companions.

    

Cognitive disabilities

Travelling with conditions like autism or ADHD can be hard for famillies. That's where our special assistance team come in handy. They know it's the little details that make time away enjoyable for everyone. So, if you want to know how to get a helping hand at UK airports, or fast-track the immigration queues in the USA look no further. From theme park information to hotel requests, we’ve got it covered. 

Flying with Virgin Atlantic? Find out more about travelling with a hidden disability and how Virgin Atlantic and our friend Suzie can make your flying experience as smooth as possible.

Suzie goes on an aeroplane

New sensory room at Gatwick Airport

Sensory Room

Gatwick North Terminal

  

The sensory room is a calming and relaxing environment, designed for passengers with disabilities like autism, dementia or cognitive impairment, who will benefit from a safe and distracting place when in unfamiliar surroundings.

The sensory room is free to use, accessible for wheelchairs and availability is on a first come, first served basis to passengers departing from the North Terminal.

How to book?

To use the sensory room before your flight, visit the special assistance reception in the departure lounge to reserve a 45-minute session. We recommend you arrive at the special assistance reception at least three hours before your flight.

Allergies and dietary requirements

Food allergies

On holiday

We all know that one of the top holiday highlights is the food. If anyone in your group has food allergies or dietary requests, please do let us know. We can pass the message on to the hotel so they can do their best to cater for this and rustle you up something suitable.

On the plane

Every airline has their own policy on allergy and dietary requirements. Before you book your holiday, please check that the airline you are flying with can cater for your needs. Please click below for more information on Virgin Atlantic's specialised meals.

Ready to head off on your adventures?

So what’s stopping you planning that dream holiday? The world is open to you.

Check out our accessible hotels in the USA, the Caribbean and Mexico and expand your horizons with Virgin Holidays. Our Orlando special assistance page also has a host of information for you if a theme park fuelled holiday is more your thing.

  

View our accessible hotels

   

Why book with us

Dedicated special assistance team

  • We can look after all of your mobility and medical requirements should you need anything whilst in resort

Cognitive/ visual/ hearing impaired assistance

  • As your needs are as individual as you are - let us know what we can do for you

Adapted van hire**

  • Adapted vehicle hire here to help

Wheelchair accessible transfers**

  • Book wheelchair adapted vehicle transfers

Airport and airline assistance

  • We can assist with connecting you to the appropriate airlines to arrange this

Wide choice of accommodation

  • For wheelchair users and those with less mobility

Hand controls**

  • A range of hand controls available on request

Medical and mobility equipment hire**

  • A range of equipment available to hire

If you have any specific dietary needs or severe allergies please contact us to discuss

**Available at select destinations, subject to availability and an additional charge.

Whatsapp

There has been an error

Please try again

Text Message

There has been an error

Please try again

Telephone

Thanks, we'll be in touch soon

How can we help?

Let’s get started. Please choose an option below.

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.

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.
 

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 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 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.

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.

Need help?

Talk to an expert

Call us directly

Feel free to call us directly on
01234 567784
Our travel experts are on hand to help you book your next holiday.

Send us an email

Feel free to email us directly on
XXXX@virginholidays.com
We will try to respond to your email within 24 hours.