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Complaints procedure

We're here to help

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We put customer service and commitment to our passengers at the heart of what we do. We strive to get it right, first time, every time. But occasionally, things don't go as planned. If this happens we’d really like your feedback as not only does it allow us to explain and apologise to you, it also helps us to improve our product and service.

Most complaints can be dealt with by our front line teams e.g. our cabin crew, airport Ground staff or Customer Service Centres. They will do their best to resolve the matter quickly, to your satisfaction.

If you think your complaint has not been fully resolved, please ask our cabin crew or ground staff for a feedback form (it's called "How did we do today?").

Alternatively, you can fill in our online feedback form or write to our Customer Relations department at one of the following addresses.

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UK

Virgin Atlantic - Customer Relations
The VHQ
Fleming Way
Crawley
West Sussex
RH10 9DF
UK

Email: customer.relations@fly.virgin.com

US

Virgin Atlantic - Customer Relations
PO Box 570
Canton
MA 02021
USA

Email: customer.relations@fly.virgin.com

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For your complaint to be properly registered please give us the following information:

  • Your full name (as it shows on your ticket)
  • Your booking reference
  • Flight Details (date and number)
  • Your preferred contact details; email address, phone number or postal address
  • Details of the complaint along with the names of any of our staff that you spoke to at the time.

If you e mail us you will receive an automated acknowledgement.

If you write to us at one of the above addresses we will post you an acknowledgement letter within 7 days of receipt.

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Making a claim for flight delay compensation or damaged baggage?

Because of data protection rules and our own commitment to the confidentiality of personal details we can communicate only with the passenger whose name appears in the booking, or their appointed representative upon receipt of written permission.

All complaints and claims are logged into our database and allocated to one of our Customer Relations Advisors who will investigate and subsequently respond to you either by phone, e mail or letter no later than 28 days after you have received your acknowledgement. Our Customer Relations Advisors will also give you their name and contact details for any follow-up.

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If you feel your complaint or claim has not been resolved

If after receiving a final response from us you still feel your complaint is unresolved you may choose to refer your complaint to an independent dispute resolution service www.theretailombudsman.org.uk who are approved by the UK Civil Aviation Authority.

This service is free to our customers and we will be bound by the decision they make. You will need to refer your complaint to them within 12 months after our final response confirming we have reached a state of “deadlock”

Their contact details are

Airline Dispute Resolution
12-14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes MK12 5TW

Website: www.ombadr.org

Email: aviation@ombadr.org

Tel: 0203 540 8063

A European online dispute resolution platform exists to facilitate access to Alternative Dispute Resolution (ADR) for complaints: http://ec.europa.eu/odr. Using this route will also direct you to The Retail Ombudsman however it may increase the time to process your complaint.