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What to expect

What can I expect on my holiday

As you’d expect, due to COVID-19, your travel experience will be different to what you might be used to.

From arriving at the airport, until you land back home, you can expect there to be small but important changes to your holiday. These changes are unavoidable and have been made to uphold your health and safety. If we become aware of any major changes to your holiday, then we will be in touch to review your options.

Take a look at the information below to help you get ready for your holiday – remember you must also check your travel insurance policy. We also strongly recommend you sign up for alerts with the Foreign, Commonwealth & Development Office (FCDO) for the latest foreign travel advice.

We will continue to review our holiday schedules regularly and monitor the COVID-19 situation closely, including latest FCDO advice and the UK government 'traffic light' status of your destination. We will contact you as soon as possible if your holiday is not going ahead as planned.

If the holiday destination is added to the red list, unfortunately we will have to cancel your holiday. Unless we have contacted to notify you of any changes, your holiday is still going ahead.

 

International travel is currently governed by a traffic light system, which sets the conditions for entering England from countries abroad based on their allocation as either 'green', 'amber' and 'red'. Different requirements are prescribed depending on the colour assigned to the country from which you are arriving (and any others you have visited in the past 10 days). The Government reviews the list every 3 weeks. You can find out more on the UK Government's website HERE, or take a look at the Virgin Atlantic website HERE.

We will be keeping a close eye on all this information and if a travel destination moves to the red list, we will be cancelling affected holidays and will be in touch with customers to discuss their options.

The traffic light system only affects travellers returning to the UK and so it is extremely important that you regularly view the entry requirements for the destination you are travelling to and these details can be found on the FCDO website HERE.

If you’re flying with Virgin Atlantic, check out their travel information HERE.

There are no legal restrictions on travelling overseas for leisure purposes. You should ensure you read and understand the details of the requirements for travellers returning to England from 'amber' destinations on GOV.UK. These country lists are being kept under regular review, with further updates to the green list expected no later than 28 June and approximately every three weeks thereafter, at which point countries may move from amber to green or vice versa. You must continue to check the testing and entry requirements you need to comply with for other origin or destination countries before you travel, and we recommend you review the Government's Foreign, Commonwealth and Development Offer (FCDO) travel advice. The FCDO advice is the official source of any potential risks when travelling overseas on a country by country basis. As always we recommend you also have full travel insurance.

You’ll also be entitled to a full refund of your holiday within 14 days if the Foreign Commonwealth & Development Office (FCDO) advise against non-essential travel at the time you are due to travel.

 

The UK Government’s traffic light system applies to travellers arriving to England.

If your destination is on the amber list, then your holiday is still likely to go ahead. We will only cancel it if the FCDO advises against travel to that destination or any key elements cannot be fulfilled.

If your holiday is still scheduled to go ahead and has not been cancelled, you can take advantage of our flexible booking policy and rebook on different dates, all the way until 30 April 2023 or request a Virgin Holidays voucher. You could also make a name change free of charge and transfer your holiday booking to another person who can go in your place. More information on our flexible booking policy and details about the Virgin Holidays voucher can be found HERE.

If you would prefer a refund, then we consider this to be a customer cancellation, and the cancellation would be subject to our standard Booking Terms and Conditions, which can be found HERE.

We've got a couple more tips for your holiday checklist;

  • Make sure that you check the FCDO website for up to date information on your travel destination including entry requirements. It is your responsibility to make sure that you are familiar with and up to date with this information. FCDO travel information can change at any time, so be sure to sign up for alerts! FCDO
  • Find out more about Covid-19 travel testing options for your holiday destination HERE, including at-home and in-person testing options to meet the requirements of your destination and returning to the UK.
  • You are required to complete a Passenger Locator Form before you travel home to the UK. You must do this 48 hours before you travel and show this when you check in at the airport for your return home. Find out more details HERE.
  • Make sure that your travel insurance is up to date, it is a requirement of travelling with Virgin Holidays that everyone on the booking has valid travel insurance that is suitable for your travelling needs. Still need Travel Insurance? We have partnered with Allianz Assistance UK for more information and a quote click HERE.

We recommend that you take a look at the website of the airport you’ll be travelling from for all of the up to date information you’ll need before you travel there. There will likely be more checks than usual, some facilities may not be open, and you will have to wear a face mask.

You should allow plenty of time before departure for extra security checks and boarding.

If you’re flying with Virgin Atlantic, take a look at their COVID-19 travel information HERE

Expect there to be COVID-19 regulations in place at your holiday destination. These will differ, depending on where you’re travelling, but shouldn’t be too different to what you’ve been used to here at home.

The minor changes you’ll experience during your holiday have been put in place for the protection of you, other guests and staff. The regulations will be in line with the local legal requirements.

Check-in times might be longer. There may be less in-room cleaning, and the drinks facilities in your room may have been removed. You will most likely see that not all the hotel’s restaurants are open all of the time, and there are likely to be restrictions on pool use. Kids clubs might not be open.

We recommend that you look at your hotel’s website for the COVID-19 measures in place during your stay.

Please make sure you check out the FCDO website HERE for more information on your travel destination.

Travelling to Orlando and planning on visiting the parks? Be sure to visit the park websites before you travel as they will have all the important information you need to know about COVID-19 measures they have in place.

Travelling to Orlando and planning on visiting the parks? Be sure to visit the park websites before you travel as they will have all the important information you need to know about COVID-19 measures they have in place.

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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 9646.

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.

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 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 by email. 

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.

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 or chat to us on SMS/Whatspp via Manage my booking.

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.

I am currently on holiday and I need to speak to someone


The easiest way to contact us while you are away is via WhatsApp. To get the conversation started, click the link and type "hello” .

or you can get in touch with our in-resort team during local opening hours

Find contact details for your location

Outside of local resort office hours you can call us in the UK +44 (0) 344 472 9626 (option 2) or email us duty.office@virginholidays.com

If you are in the USA or Canada please email: USAreps@virginholidays.com.

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