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Covid-19 Terms and conditions

Covid-19 Travel Voucher 

The travel voucher is applicable for all holidays cancelled due to the Covid-19 restrictions, protected for the full amount paid and valid up to 31st March 2021. The voucher can be redeemed for any future booking on sale. 

Bookings are subject to availability and Virgin Holidays full terms and conditions apply. 

The travel voucher can be redeemed for a full cash refund at any point before expiration by calling our contact centre to request a refund.  


Orlando rebooking

The promo is valid for bookings travelling to Orlando between 6th October 2020 and 31st October 2020 and can be used on a new booking to ANY destination available on sale. The value of the promotional discount will depend on the total gross spend on the booking

Booking Value Discount
£1,000 - £4,000 £150
£4,001 - £6,000 £250
£6,001 + £350

Bookings are subject to availability and Virgin Holidays full terms and conditions apply.  

This offer cannot be combined with any other promotion or discount code including the Frequent Virgin Club, Virgin Atlantic Flying Club and Affinity discounts 


Rebooking thank you

The voucher credit cannot be applied to existing bookings. All bookings are subject to availability and Virgin Holidays full terms and conditions apply . Prices advertised online include an online discount, which is not available when booking in-store or by telephone where prices or offers may differ. The amount you save will be credited and allocated according to your original holiday booking value   

Original Booking Value Credit
£1,000 - £4,000 £150
£4,001 - £6,000 £250
£6,001 + £350

The value of your holiday refund credit is the sum you paid for your original holiday less any amendment or cancellation fees that apply. The credit must be claimed through Manage my booking. The combined voucher value will be automatically applied when you use your voucher towards your new holiday booking. The credit value is non-transferable, cannot be refunded or exchanged for cash. If an intended holiday booking is for a higher amount than the value of the holiday credit voucher and the additional credit, the difference can be made up with cash. If a booking is for a lower amount than  the combined voucher value, no change can be given but the remainder balance can be applied to any other new holiday booking made in accordance with the terms of this offer. All unused credit will expire after 31 March 2021.  

This offer cannot be used in conjunction with any other special offer, incentive scheme, promotion or discount including the Frequent Virgin Club, Virgin Atlantic Flying Club and Tesco Club Card. Calls cost no more than calls to UK geographical numbers (01 or 02). ATOL protected (2358) and ABTA (V2043) 


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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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