Customer service plan

We know your belongings matter.

• If your baggage has been delayed or damaged while in our care, we're here to help. For full details on what to do next, please visit our baggage Help Centre.
• For hand baggage, we’re only responsible if the damage or loss is caused by our negligence or intentional misconduct.
• Our liability follows international conventions and the laws of the Republic of Korea, and it cannot be reduced unilaterally. Full details are in our Conditions of Carriage.
• If you declare the value of your baggage at check-in and pay the required fee, we’ll cover up to that amount (unless it’s proven that the declared value is higher than the actual value).
• On flights to or from the Republic of Korea, if we don’t load your checked baggage for reasons within our control, we’ll let you know what’s happened and what steps are being taken.

We make your ticket terms easy to understand:

• When booking through www.virginatlantic.com, your ticket conditions, including cancellation and refund rules, will be clearly displayed.
• If you purchase through a travel agent, sales office, or by telephone, we’ll make sure you’re informed of all ticket rules, including cancellation and refund conditions, before your booking is confirmed.
• If you have a valid, unused ticket and we have your contact details, we’ll contact you at least once before it expires to let you know whether it can still be changed or refunded.

We’re committed to minimising delays at the gate and making sure you’re kept clearly and promptly informed at every step.

• We’ll avoid keeping passengers onboard an aircraft or in the gate area for more than 4 hours on international flights, unless required for safety, weather, airport operations, or security reasons.
• If a delay lasts 2 hours or more:
  - We’ll offer food and refreshments.
  - We’ll report the situation, including delay time, cause, and customer support measures, to the Republic of Korea’s Ministry of Land, Infrastructure and Transport.
  - You’ll receive updates every 30 minutes during the delay.
• We’ll ensure the right staff and resources are in place and will coordinate with local authorities to resolve the delay quickly.

We understand that plans sometimes changes and when they do, we’ll keep you informed and supported.

• If a flight departing from the Republic of Korea is changed, for example if we change the time of the flight, it will need government approval. Whether approval is granted or denied, we’ll prepare a contingency plan, such as an alternative flight, cancellation, or refund, and submit this plan to the Ministry of Land, Infrastructure and Transport or the Regional Aviation Administration.
• We’ll notify affected customers within seven (7) days of the change being made. If you booked directly with us and we have your contact information, we’ll contact you; if you booked through a travel agent, they’ll contact you directly.
• For changes within seventy-two (72) hours of departure, we’ll aim to notify you within one (1) hour of the change being made, by email and SMS where we hold your contact details.
• We will post the most up-to-date flight schedule on our website to reflect any changes due to business plan adjustments, pending government approvals, with delays of 30 minutes or more, or flight cancellations. This excludes same-day changes.

We’re transparent about what you get with your ticket.

• For codeshare flights, we’ll make clear:
  - The actual operating airline.
  - Potential fare differences between carriers.
  - Who handles check-in.
  - The baggage policy that applies.
• This information will be provided upfront either directly by us or by your travel agent at the time of inquiry.
• Our website provides up-to-date cabin layout, seat structure, and emergency exit locations for Virgin Atlantic aircraft.
• If our checked or hand baggage policies change, we’ll post updates on our website for at least three (3) months.