You are here on our website:
10. Communications and complaints
- General Flying Club terms and conditions
- Flying Club membership
- Earning miles, tier points and purchasing miles
- Spending miles
- Account statements
- Charges, payments and taxes
- Reward limits and exclusions
- Changes to the programme
- Communications and complaints
- Limitations and Virgin Atlantics liability
- Rights of third parties
- Law and jurisdiction
- Data protection
- Partner terms and conditions
10.1 As part of your Flying Club membership you will receive communications which are relevant to Flying Club and important information on Programme updates and developments by email, post, telephone or SMS. All Members have access to a digital membership card in the Virgin Atlantic app. If you are a Silver or Gold Member you will receive a membership pack with membership card enclosed once you have completed a Virgin Atlantic, codeshare or Partner flight or Miles are credited to your account from one of our Participating Companies.
10.2 You will need to register your membership online and provide us with your email address. Each Flying Club account can have one email address registered. The same email address cannot be registered to more than one Flying Club account. You can unsubscribe from receiving communications by updating your Flying Club account profile online or by calling our Customer Service Centre. While we will take reasonable efforts to process requests for alterations to your communication preferences and we will comply with applicable data protection laws, we cannot guarantee that the implementation of such alterations will be immediate or error-free.
10.3 Please note that the responsibility for the issue of Miles is that of the relevant Participating Company and for the provision of Rewards is that of the relevant Reward Provider. In seeking to assist in the resolution of any dispute or complaint between a Member and a Participating Company or Reward Provider, Virgin Atlantic Airways Limited assumes no liability in respect of the subject matter of that complaint.
10.4 These terms do not affect your rights against a Participating Company or Reward Provider.
10.5 Any notice or statement to a Member shall be deemed to be given 72 hours after it has been sent out by Virgin Atlantic Airways Limited to the Member’s address as registered in our records.