In the event of a disruption to your flight schedule we take steps to minimise the inconvenience to you and make any waiting time as comfortable as possible.
Under the requirements of EU regulation 261/2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, you may be eligible to claim compensation if we cancel your flight within two weeks of your departure date, or if your flight is delayed in its arrival by more than 3 hours.
This depends upon the reason for the cancellation or delay, as well as the arrival time of your new or delayed flight.
Compensation will not be offered if the cause of the cancellation or delay is beyond the control of Virgin Atlantic, or for disruptions which could not have been avoided even if all reasonable measures had been taken. Such circumstances may, in particular, occur in cases of political instability, meteorological conditions, security risks, unexpected flight safety shortcomings and strikes that affect our operation. Neither will compensation be offered if we advised passengers about a flight cancellation at least two weeks before departure date and/or cases where a package tour is cancelled for reasons other than cancellation of the flight.
Who can apply for EU compensation?
Passengers holding a confirmed reservation on a flight operated by Virgin Atlantic Airways Ltd, and in the case of delay, have completed all check in/bag drop procedures in accordance with our instructions.
Passengers travelling free of charge or at a reduced rate not available directly or indirectly to the public, (excluding passengers having tickets for a Virgin Atlantic Airways operated flight issued under our Flying Club frequent flyer programme) are NOT eligible to apply for EU Compensation.
Advice for customers considering using a claims management company or other legal representation to make an application for EU261 flight cancellation or delay compensation on their behalf.
Most Claims Management Companies will require clients who engage their services to relinquish to them a percentage of any EU compensation payment issued. In some cases this could be up to 30% and an administration fee. We encourage our customers in the first instance to make their claim application to us directly using our online claim form. We work through all claim applications as quickly as we can and in strict chronological order. Claims made via claims management companies are not given priority over claims made directly by individual passengers. If you apply directly to Virgin Atlantic Airways then, where compensation is due, the requisite compensation will be paid in full to you.
If you’re claiming for more than one flight, please fill out a separate application for each flight.
You can claim on behalf of other people from your booking. All they need to do is agree to you receiving any compensation they may be eligible for. If you’re claiming for anyone under 18, you’ll need to confirm that you’re either their parent or legal guardian. The relevant forms are provided in the ‘Claim for others’ section.
We are unable to process any application that does not contain full and accurate flight information. We may require further documents to establish your identity and/or your right to claim.
What happens next?
Once your application is submitted you will receive an automated web acknowledgement almost immediately, and this will be followed by an e mail confirmation your claim has been lodged along with your unique claim reference number. It is important you make note of this claim reference number and quote it in any subsequent communication.
We endeavour to process applications within 28 days after you have been issued with your unique claims reference number however this time frame will increase depending on volume of applications and the quality of the information provided by the applicant.
Applications will be processed in strict chronological order from date your claim has been lodged.
Passengers unable to access the internet or printing facilities
Please call 0344 871 5612 from the UK or +44 344 871 5612 from everywhere else, leave your full name and address and we will send you a paper application form by post within the following 14 days.
If you are a claims management company
Please write to us at the following address:
Virgin Atlantic Customer Relations
Set out the detail of your claim including the full name, address, date of birth and flight details for each ticket holding passenger.
We will also require a signed power of attorney for each passenger as well as a consent form for any passengers under 18 years signed by a parent and/or legal guardian. We may also require additional documentation establishing your identity and/or right to claim on behalf of the named passenger.
We are unable to process any application that does not contain full and accurate passenger and flight information.
What happens next?
An acknowledgement will be sent within 14 days of receipt detailing any additional documentation required. Once this documentation has been received by us, the claim will then be assessed.
We endeavour to process applications within 6-10 weeks after this additional documentation has been received however this time frame will increase depending on volume of applications, the quality of the information provided in relation to the flight and passengers involved as well as the power of attorney, and where appropriate the consent form.
Applications will be processed in strict chronological order from date complete and accurate documentation including the power of attorney has been received by us.
Compensation table, 3 of 3
Flight cancellations: if you are informed of the flight cancellation within two weeks of your departure date
If your new flight is scheduled to arrive within 4 hours of your original arrival time
If your new flight is scheduled to arrive more than 4 hours after your original arrival time
If your new flight is scheduled to arrive within 3 hours of your original arrival time
If your new flight is scheduled to arrive more than 3 hours after your original arrival time
If your new flight is scheduled to arrive more than 2 hours after your original arrival time
Please be aware no compensation is applicable:
If you are informed of the flight cancellation between two weeks and seven days before the scheduled time of departure and are offered re-routing allowing you to depart no more than two hours before the scheduled time of departure and reach your final destination less than four hours after the scheduled time of arrival.
If you are informed of the flight cancellation less than seven days before the scheduled time of departure and are offered re-routing allowing you to depart no more than one hour before the scheduled time of departure and reach your final destination less than two hours after the scheduled time of arrival.
If your delayed flight arrives more than 3 hours after the originally scheduled arrival time
If your delayed flight arrives more than 4 hours after the originally scheduled arrival time