Conditions of carriage
Refusal and limitation of carriage
Refusal and limitation of carriage
7.1 Right to refuse carriage
We may decide to refuse to carry you and/or your Baggage (even if you hold a valid Ticket) if one or more of the following has happened or we reasonably believe might happen:
7.1.1 refusal to carry is necessary (or we reasonably believe it to be necessary) in order to comply with any applicable government laws, regulations or orders; or
7.1.2 whenever such action is necessary or advisable by reason of weather or other conditions beyond our control (including but without limitation), force majeure, acts of God, strikes, civil commotions, embargoes, wars, hostilities, or disturbances) actual threatened or reported;
7.1.3 you commit a criminal offence during any of the operations of embarkation on your flight, or disembarkation from a connecting flight, or on board the aircraft; or
7.1.4 you fail to observe safety or security instructions of, or obstruct or hinder, ground staff in the performance of their duties; or
7.1.5 you use threatening, abusive or insulting words or behave in a threatening, abusive or insulting manner to ground staff or members of the crew prior to or during boarding the aircraft or disembarkation from a connecting flight; or
7.1.6 the carriage of you and/or your Baggage may endanger or affect, or has endangered or affected, the safety of the aircraft or anyone on the aircraft; or
7.1.7 carriage of you and/or your Baggage may endanger or affect the safety or health of you, other passengers or members of the crew; or
7.1.8 carriage of you or your Unchecked Baggage may materially affect the comfort of other passengers; or
7.1.9 your mental or physical state, appears to present a hazard or risk to yourself, to passengers, to crew, to the aircraft or any person or property in it and/or additionally where such impairment is caused by, for example, alcohol or drugs and represents a likely source of material annoyance or discomfort to other passengers; or
7.1.10 you have refused to submit to a security check for yourself or your Baggage; or
7.1.11 you fail to observe our instructions with respect to safety or security and comfort of other passengers on matters such as, but not limited to, seating, storage of Unchecked Baggage, smoking, consumption of alcohol or use of drugs, use of electronic equipment including, but not limited to mobile/cellular phones, laptop computers, PDAs, portable recorder, portable radios, CD, DVD and MP3 players, electronic games or transmitting devices; or
7.1.12 you are, or we reasonably suspect you are, in the unlawful possession of drugs; or
7.1.13 you have made a hoax bomb or hijack threat; or
7.1.14 you have not paid the applicable fare, taxes, fees or charges for your journey; or
7.1.15 you have failed to pay for goods or services purchased from us on the ground or on board our aircraft including but not limited to duty free goods; or
7.1.16 you do not appear to have valid travel documents, or you seek, or may seek, to enter a country through which you may be in transit or for which you do not have valid travel documents, or you destroy, or may destroy, your travel documents during flight, or you refuse to allow us to copy your travel documents or you refuse to surrender your travel documents to the flight crew, against receipt, when so requested; or
7.1.17 you do not appear to be able to meet requisite visa requirements in relation to any country through which you may be in transit or into which you may seek entry; or
7.1.18 we have been informed by the immigration or other authorities of the country to which you are travelling, or for a country in which you have a stopover planned, that you will not be permitted entry to such country even if you have valid travel documents; or
7.1.19 you have failed to give us information in your possession which a governmental authority has lawfully asked us to give about you; or
7.1.20 you present a Ticket that has been acquired unlawfully, appears to be falsified, has been purchased from or issued by an entity other than us or our Authorised Agent, or has been reported as being mutilated, lost or stolen, is a counterfeit, or you cannot prove that you are the person named in the Ticket; or
7.1.21 you have failed to comply with the requirements set forth in Article 3.5 above concerning coupon sequence and use, or you present a Ticket which has been issued or altered in any way, other than by us or our Authorised Agent, or the Ticket is mutilated or spoilt; or
7.1.22 we have notified you in writing that we would not at any time after the date of such notice carry you on our flights or if the aircraft's weight limitations or seating capacity prevent carriage of some Passengers and/or Baggage; or
7.1.23 you do not appear, and cannot reasonably satisfy us otherwise, that you are medically fit to fly, as required by Article 7.2; or
7.1.24 you, or someone who is legally responsible for you if you are a minor, has failed to comply with the requirements of Article 7.3; or
7.1.25 you, or someone for whom you are responsible travelling with you (such as, but not limited to, a minor) is not permitted by law, court order or bail conditions from leaving the jurisdiction of the place of departure of the aircraft; or
7.1.26 you have previously committed one of the acts or omissions referred to above or have committed misconduct on a previous flight of the type referred to in Article 11.1; or
7.1.27 if there is a discrepancy between the name shown on your reservation, ticket and passport.
7.2 Fitness to fly
7.2.1 Prior to boarding the aircraft for carriage you must be reasonably satisfied that you are medically fit to fly. No medical examination is necessary unless you have any reason to suspect, or ought reasonably to know, that you have a condition which might be exacerbated by the normal operation of an aircraft or could cause you difficulty if you are unable to gain access before the end of your flight to professional medical assistance. If you have any doubt whatsoever you are obliged to seek professional medical advice before flying with us. Whenever you are aware of a health condition of the type just mentioned, but have been advised that you are fit to fly provided certain precautions are taken (for example, use of medication), it is your responsibility to ensure that all such precautions are in fact taken before, during and after your flight, as the case may be and that you are able, if requested to do so, to produce written evidence of your fitness to fly.
7.2.2 If we request written evidence of your fitness to fly it is either your responsibility or the responsibility of a specialist repatriation company or other agent acting on your behalf to ensure that the evidence provided to us is complete and accurately reflects your current state of health. If, after providing written evidence of your fitness to fly we accept you as a passenger and:
18.104.22.168 a flight is required to be diverted as a direct result of your health; and
22.214.171.124 we have reasonable grounds to believe that information or evidence of your fitness to fly was either inaccurate, incomplete, out of date or withheld from us at the time you were asked to produce it
we will not be responsible for any fines, detention, medical or repatriation costs incurred by you and we reserve the right to seek reimbursement of any costs we incur as a result in accordance with Articles 11.3.4, 13.1.2, 13.3 and 13.4 below.
7.3 Special assistance
Acceptance for carriage of unaccompanied children, incapacitated persons, persons who are disabled or have limited mobility, pregnant women, persons with illness or other people with special needs requiring special assistance (such as a wheelchair) is subject to our prior agreement in line with our policies and procedures (available here) and applicable laws. Any Passenger accepted by us for carriage, shall not subsequently be refused carriage on the basis of such disability or special requirements unless they fail to comply with these Conditions of Carriage including, but not limited to, Articles 7.1 or 7.2.
The managing bodies of UK airports are responsible for providing assistance at these airports. You must let us know what assistance you may need at the airport at least 48 hours prior to the scheduled time of departure so we can let the relevant managing body know so they can make arrangements.
7.4 On board services
For operational reasons, we cannot make any guarantees about the provision/availability of in flight entertainment equipment and advertised programmes and computer games, special meals or any particular type of meals; or the availability of special in-flight services. When deciding whether to make a booking with us or amend an existing booking, you should not rely upon or take into account any indicative information provided by us in respect of on board services. Additionally, where special meals are provided, the fact that they have been prepared by third parties to our order means that, despite use of our endeavours, it is not possible for us to guarantee that they will always conform to their exact description.
7.5 Ground services
For operational reasons, we cannot make any guarantees about the provision/availability of ground services including, but not limited to, chauffeur driven car service/limo bike (or other complementary transfer services); drive-through check-in service (or other fast track check‑in services); Virgin Clubhouses and the facilities available there (such as, but not limited to, access for incapacitated persons, food and refreshments, lounge bar and beautician services). Additionally, the fact that some services are provided on our behalf by third parties means that, despite use of our endeavours, it is not possible for us to guarantee that they will always conform to their exact description.