Frequently Asked Questions

Flight + Hotel, Hotels and Car Hire
are operated by Virgin Holidays

Is my booking with Virgin Atlantic or Virgin Holidays?

As you have booked accommodation or car hire in conjunction with your Virgin Atlantic flight, Virgin Holidays will fulfill your booking for you. As a result, you will benefit from an ATOL certificate, a scheme which offers you financial protection and ATOL assistance in the event of a travel company failure.

How can I contact Virgin Holidays?

By post:

Virgin Holidays Ltd 
The VHQ 
Fleming Way 
Crawley 
West Sussex 
RH10 9DF

By Phone: 0344 557 5850

By e-mail: help.travelplus@virginholidays.com

Please note: to continue to improve our services, telephone calls may be recorded and/or randomly monitored.

When trying to make a booking, I keep getting timeout error messages and cannot proceed to the next stage of the booking process.

If you are experiencing timeout errors this may be because our online booking system use cookies. If your security settings are set so that they refuse cookies, then the booking system will unfortunately not work.

How much is the deposit?

Full payment must be made at time of booking.

What payment methods do you accept?

Payment is by debit or credit card when you book. We accept MasterCard, Visa, American Express and Visa Debit. Please note for credit card payments there is a surcharge of 1.5% (no charge for debit cards). This will be automatically added to the amount required.

What accommodation is particularly good for customers with a disability?

We have a number of hotels that offer excellent facilities for customers with a disability. Look for the wheelchair symbol which denotes these hotels with descriptions of rooms they offer. There are only a small number of these rooms available, so please contact our Special Assistance team before you book on 0344 557 3998 to discuss its suitability.

What is the contact number for your Special Assistance department?

Virgin Holidays Special Assistance Team can be contacted Monday-Friday 9.00am-5.30pm on 0344 557 3998 or e-mail special.assistance@virginholidays.com

What does min/max occupancy mean?

Minimum/maximum occupancy refers to the minimum and maximum number of persons accepted into one room type. However, when selecting the number of rooms you require, please note that the maximum occupancy shown may exceed the number of adults accepted into one room. For example, a maximum occupancy of 5 persons may not accept 5 adults but will accept a maximum of 2 adults and 3 children.

How do I know my booking has been confirmed?

At the end of the booking you will be allocated a booking reference number. Please print the page or write down the reference number. Shortly afterwards you will receive a confirmation e-mail as long as the e-mail address you have entered is correct. 

Are my details secure online?

Yes. Virgin Holidays is committed to protecting your privacy online. We will not share your personal information without your consent unless when required by law. Click here for more information. Your credit card details are secure online as we use SSL (Secure Socket Layer) to encrypt your details as they are being sent back and forth across the internet.

I want to amend my booking. How do I do this?

The lead passenger on your booking can call our Customer Service Team on 0344 557 5850, quoting the booking reference. You will then be advised of the cost of the new arrangements, any applicable amendment charges, and a new invoice will be sent out to you once confirmed.

I want to cancel my booking or one of the passengers off my booking - how do I do this?

The lead passenger on your booking needs to notify us of the cancellation in writing, quoting the booking reference and the reasons for cancelling, if possible. We can accept cancellations over the phone by calling our customer service team on 0344 557 5850, we also accept cancellation request via email, you can contact our cancellation team at cancel@virginholidays.com

What if I have a query on the costing of my booking?

The lead passenger on your booking can call our Customer Service Team on 0344 557 5850.

I want to cancel the car hire or any other 'extras' off my booking. How do I do this?

The lead passenger on your booking can call our Customer Services Team on 0344 557 5850 who will be happy to assist you. You will then be re-invoiced showing your amended travel arrangements.

Can I earn Flying Club Points on my booking, or pay for my trip using my existing points?

You can earn Flying Club points on your booking once travel is completed. You are not able to pay for your trip with your existing miles.

What visas and documentation do I need to take on trip?

It is your responsibility to ensure that you have the correct documentation to travel, including a valid passport and appropriate visa (where required). You may not be permitted to board the flight should you not have the correct documentation.

I have just returned from my trip and would to complain about a certain aspect of my holiday. Who do I write to?

Please send any post-travel correspondence in writing to:

Customer Relations Department
Virgin Holidays Ltd 
Aeronautics House 
Crawley Business Quarter 
Manor Royal 
Crawley
West Sussex 
RH10 9AD

Or contact us via email to homeandunhappy@virginholidays.com

I have just returned from my trip and would like to send a letter of thanks. Who do I write to?

We're glad to hear you had a great time on your travels! Please send any comments to:

Customer Relations Department
Virgin Holidays Ltd 
Aeronautics House 
Crawley Business Quarter 
Manor Royal 
Crawley 
West Sussex 
RH10 9AD

Or contact us via email to thanks@virginholidays.com

What else do I need to know that might be useful whilst I am on my trip?

To make sure that your holiday is enjoyable, we want to let you know about where you might need to take extra care. Take a look at our Travel Smart document.