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Your choices when a flight is disrupted

How we can help when your flight is cancelled or delayed.

This page explains the options you can expect to be given by airline staff, and your rights according to EU regulations when your flight is cancelled, or delayed.

It points you in the right direction for booking a new flight, it offers you help with making your insurance claim, or making a claim for EU compensation. If you're ready to make a claim visit Request a refund.

 

On this page you'll find: 

How to book a new flight if your flight was cancelled

What to do if the next flight availability is limited

Make a claim on your insurance for flights that have been cancelled

How to claim for unused parts of your journey

Understanding the 'Care Package' you're entitled to (EU regulations)

Find out about getting EU financial compensation for delays or cancellations

Who to contact if you have a question after flight disruption

How to book a new flight if your flight was cancelled

Did you book directly with us on the phone or online? For direct bookings made via the Virgin Atlantic website or contact centre only; call our flight disruption line on: +44 (0) 344 209 8711 in the UK, or 1-800-862-8621 in the USA.

Are you travelling with Virgin Holidays? Virgin Holidays customers already on holiday should make immediate contact with their nearest Virgin Holidays representative. Virgin Holidays customers in the UK should contact the Virgin Holidays team directly during normal office hours on +44 (0) 1293 496883.

Did you book with a travel agent? If your flight was cancelled, contact your travel agent or travel provider or tour operator to rebook on the next available flight.

It is our intention to make sure passengers from cancelled flight get to their destination at the earliest opportunity.

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What to do if the next flight availability is limited

Claim a refund:

All refunds will be credited to the original form of payment.

Did you book directly with us on the phone or online? For direct bookings made via the Virgin Atlantic website or contact centre only; call our flight disruption line on: +44 (0) 344 209 8711 in the UK, or 1-800-862-8621 in the USA.

Are you travelling with Virgin Holidays? Virgin Holidays customers already on holiday should make immediate contact with their nearest Virgin Holidays representative. Virgin Holidays customers in the UK should contact the Virgin Holidays team directly during normal office hours on +44 (0) 1293 496883.

Did you book with a travel agent? If your flight was cancelled, contact your travel agent or travel provider or tour operator to rebook on the next available flight.

OR

Re-book onto another flight

Take a Virgin Atlantic flight to your destination at a later date convenient to you, subject to availability of seats in the same ticket class.

OR

Re-book on a Virgin Atlantic flight to/from another destination.

Subject to availability in the same ticket class, any additional fare or seasonal supplements will be collected.

  • Passengers on through tickets involving other carriers must notify us before travel commences.
  • Passengers with connecting flights issued on separate tickets must make their own arrangements with the other carrier, including the payment of any additional costs and amendment fees.
  • Passengers on package holidays must refer to their tour operators who may not operate the same policy. Passengers should also be aware that any applicable refund would only relate to the airfare portion of the inclusive package and not the whole cost of the holiday.

Read more about our Flight Disruption Policy

 

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Make a claim on your insurance for flights that have been cancelled

Do you need a letter for your insurance company confirming your flight was cancelled? If you require a letter please email requestaletter@fly.virgin.com, with the following details:

  • Your booking reference number (It will be six characters with a mixture of numbers and letters, e.g. BJVC1X)
  • Your original date of departure (along with your actual date of departure, if that applies)
  • Your original flight number (and your actual flight number if that's different)
  • Your current postal address

We will then send the letter to you as soon as we can.

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How to claim for unused parts of your journey

If your flight was cancelled and you wish to claim a refund of the unused part or parts, please take a look at our advice on claiming a refund:

Otherwise, if you have a paper ticket, please cancel your booking and provide us with a brief explanation of your refund request and return your unused paper ticket(s) to Virgin Atlantic Airways:

Virgin Atlantic - EU Care

VHQ
Fleming Way
Crawley
West Sussex
RH10 9DF
United Kingdom

Fax: 01293 444456
Email: refunds.hq@fly.virgin.com
Opening hours: 09.00 - 12.00, Monday to Thursday.

Please send us as much relevant supporting information as you can, including:

  • Your booking reference number
  • Your original date of departure along with your actual date of departure
  • Your original flight number along (and your actual flight number if you rebooked it)
  • Your current postal address

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Understanding the 'Care Package' you're entitled to (EU regulations)

The EU Regulation 261/2004 sets out rules for the 'Care Package' we are required to offer passengers on cancelled flights, or flights delayed overnight into and out of the EU (unless they have cancelled their booking and opted for a refund).

  • Meals and refreshments in reasonable relation to the waiting time
  • Two short telephone calls, fax, or email messages
  • Hotel accommodation if the delay goes into the following day
  • Transport to and from the hotel.

Our airport staff will usually arrange this care package for you if you are away from your usual residence/home.

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Find out about getting EU financial compensation for delays or cancellations

In certain circumstances the EU regulation requires airlines to pay financial compensation to customers if their flight is cancelled within 14 days of departure or delayed more than three hours. However this requirement does not apply if the cause of the delay or cancellation was due to 'extraordinary circumstances' which include weather conditions and the closure of airports.

Read more to find out your rights about cancelled and delayed flights (According to EU Regulations)

You may also wish to Claim money for EU delay or cancellation.

 

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Who to contact if you have a question after flight disruption

Did you book directly with us on the phone or online? For direct bookings made via the Virgin Atlantic website or contact centre only; call our flight disruption line on: +44 (0) 344 209 8711 in the UK, or 1-800-862-8621 in the USA.

Are you travelling with Virgin Holidays? Virgin Holidays customers already on holiday should make immediate contact with their nearest Virgin Holidays representative. Virgin Holidays customers in the UK should contact the Virgin Holidays team directly during normal office hours on +44 (0) 1293 496883.

Did you book with a travel agent? If your flight was cancelled, contact your travel agent or travel provider or tour operator to rebook on the next available flight.

View contact numbers of our other worldwide contact centres

 

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As you would expect, our telephone lines can be busy and we sometimes have long call waiting times, for which we apologise. If you don’t need to call us straight away please wait until call holding times reduce. If you are calling from outside the UK please remember that mobile roaming charges are usually more costly and therefore consider using a landline to a local number instead.