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Damage Redress Procedure and Action Plan for South Korea

At Virgin Atlantic, we're passionate about delivering a brilliant experience every time you fly with us. But we know that, occasionally, things don’t go quite as planned. When that happens, we’re here to make it right with care, clarity, and speed.

This plan sets out how we support you when your journey is disrupted, in line with Article 61 of the Aviation Business Act and Article 64 of its Enforcement Regulations.

You're entitled to request compensation or corrective support if you’ve experienced any of the following:

1. A flight delay or cancellation within our control
2. Loss or damage to your checked baggage
3. Being denied boarding due to an overbooked flight
4. Delays in receiving a refund for a cancelled flight
5. Being unable to board because we didn’t share relevant information like gate or flight number
6. Missing Flying Club Points due to an error on our part
7. Flying Club Points expiring without proper prior notice
8. Difficulty in boarding the aircraft due to mobility convenience facilities not being installed in accordance with Article 2, subparagraph 7 of the Act on the Promotion of the Transport Convenience of Mobility Disadvantaged Persons

Please note: We may not be able to offer redress if the issue was caused by extraordinary circumstances, such as:

  • Deterioration of weather conditions
  • Unanticipated maintenance for safe operation
  • Natural disasters
  • Flight connection delays due to air traffic control, airport congestion, or other operational restrictions due to terrorism, infectious disease or malfunctions in airport facilities

Mailing address

Website

Phone

 

Virgin Atlantic
Customer Care Department

WeWork, Yeouido, 20F, 83 Uisadang daero, Yeongdeungpo gu, Seoul 07325, South Korea

To reach us in English, please use our webform here

To reach us in Korean please email: customer.care@fly.virgin.com

 

Phone toll free in Korea:

080 822 0225

 

How long it takes

We aim to get back to you within 14 days. If we need to carry out further investigation or translation, we’ll let you know and aim to resolve everything within 60 days.

How you’ll hear from us

We’ll update you through the channel you prefer whether that’s email, phone call, or post.

If you’re not happy with the outcome

If you’d like us to review the decision again, please let us know and we’ll take another look at your case. At your request, we can also forward the matter to the Korea Consumer Agency.

  • Our offices: Receipt of the Redress
  • Customer Care Department: We’ll review and resolve your case

If your journey doesn’t go as planned, we’re committed to turning things around and getting you back on track.

***Pursuant to Article 61(5) of the Aviation Business Act, an application for damage redress may be transferred to Korea Consumer Agency within 14 days of receipt (or within 60 days if special circumstances exist, e.g., translation is required for investigation regarding damages) if it’s difficult for Virgin Atlantic to process the application or if the customer so requests.