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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.

Call our Virgin Holidays special assistance team on Monday–Friday between 9.00am–5.30pm on 0344 557 3998 or pop us an email at any time to special.assistance@virginholidays.com.

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. Please give us a call on 0344 557 3998, our lovely team will be on hand to help.

 

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.

 

Contact us

If you need to speak to someone about your requirements, our Virgin Holidays special assistance team will be more than happy to help. Give them a call Monday–Friday between 9am–5.30pm on 0344 557 3998 or pop them an email at any time on special.assistance@virginholidays.com.

To arrange airport or onboard assistance with Virgin Atlantic, please call their special assistance department on 0344 481 4455. If it's easier, you can email Special_Assistance@fly.virgin.com or visit their web page for more information.

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I'm due to travel to a country that may have travel restrictions!

If you are booked to travel to one of the countries below today and tomorrow, please do not go to the airport - we will contact you.

Any customers travelling to one of these destinations in the next 15 days will be contacted at least 24 hours before departure to discuss options.


Destinations with current travel restrictions

  • All of USA and Canada
  • Jamaica
  • St Lucia
  • Dubai
  • Tel Aviv
  • South Africa
This applies to me, but I'm not departing in the next 15 days

My holiday destination doesn't have travel restrictions


Travelling before 30th April

If your holiday destination isn’t currently affected, but you would like to discuss your options, please complete our call back form and we will contact you within 7–10 days.

Request a callback


Travelling after 30th April

We ask that you don’t contact us at this time due to the dynamic situation and so we can support customers travelling in the imminent future. Continue to monitor our Covid-19 (Coronavius) travel updates page, our social media and the Foreign and Commonwealth travel advice page for latest advice.

Should your holiday destination become subject to travel restrictions, we will contact you at least 24 hours before departure to discuss your options.

Travelling to a destination with travel restrictions, but not in the next 15 days

If you're travelling to a destination with travel restrictions, but not in the next 15 days, please get in touch with us via WhatsApp or SMS.

Where would you like to go?

TESting of Com#4 ticket: COM#4 Request call back journey

Design is here

Where would you like to go?

TESting of Com#4 ticket: COM#4 Request call back journey

Design is here

How can we help?

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

Your holiday may be affected by the government’s travel restrictions

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.

Your holiday will not be going ahead as planned

Due to the ongoing situation regarding COVID-19, the Foreign & Commonwealth Office UK have advised against all but essential travel before 26 April 2020.

We’re flexible with your holiday plans

If you were due to travel before the end of May 2020, you can postpone your holiday to a later date or even choose a different destination instead.

You’re good to go


In line with the advice from the Foreign & Commonwealth Office UK, all trips booked from June onwards are unaffected.

Rebook your holiday


We’ve sent you a voucher that is valid for the full value of your cancelled holiday. When you rebook, we’d like to gift you with 4,000 Virgin Atlantic Flying Club Miles too. 

But there’s no rush. To redeem your holiday voucher on a new booking with us, just give us a call any time before 31 July 2020 and quote your old booking reference.

Please bear in mind our wait times are currently longer than usual due to high demand.

We’re here when you need us


If you’d like to travel with us sometime in the future, just give us a call and we’ll find a great holiday for you (and gift you with 4,000 Virgin Atlantic Flying Club Miles as a thank you). 

If you'd prefer to simply cancel completely, we understand, and we will refund you in full. You'll just need to give us a call. Refunds will be successfully returned in approximately 45 days.

Please bear in mind our wait times are currently longer than usual due to high demand.

Your holiday is in safe hands


No need to contact us. Be assured, that if the situation changes, we will contact you as soon as this happens with the options available to you.

Change it up


You can postpone your holiday to travel any time before 31 December 2021, and even choose a different destination. We won’t charge you to make these changes and our Service Team are there to help – just give us a call.

Please bear in mind our wait times are currently longer than usual due to high demand.

Your holiday is in safe hands


Your holiday is scheduled to depart as booked. Continue to pay off your holiday balance with the assurance that your money is fully protected through ATOL. Be assured, that if the situation changes, we will contact you as soon as this happens with the options available to you.

The choice is yours


No problem! To amend your holiday dates, just give us a call. Any amendments to your booking can be made for £50pp, and our Service Team can help you decide on dates, or even a different destination.

Please bear in mind our wait times are currently longer than usual due to high demand.

Register yourself as away from home


If you’re abroad and your flight home has been cancelled please let us know, as relief flights will end soon.

Register as away from home

Alternatively, call our UK Duty Office on +44 0344 472 9646 (option 3) to discuss your options for getting home.

Book online


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

Help is at hand


Looking for inspiration? Explore our destinations and holiday types online and save your faves to your very own Wishlist

If you’re ready to book but can’t find the information you need on our website, just call our travel experts who will be happy to help.

To redeem your holiday voucher on a new booking with us, just give us a call and quote your old booking reference.