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How to make a complaint

When things don’t go according to plan, we’re here to help you.

This page tells you how best to make a complaint, whether you’re still travelling or you’ve completed your journey.

If you’d prefer to give us feedback, or offer us a compliment instead, visit our feedback page.

We put customer service and commitment to our passengers at the heart of what we do. We strive to get it right, first time, every time. But occasionally, things don't go to plan.

If things don’t go as planned, we’d really like to know. It allows us to explain and apologise to you, and it helps us to improve our service.

 

On this page you'll found out how to:

Make a complaint during your journey

Make a complaint online

Email us a complaint

Post us a complaint

Make a complaint about lost, delayed or damaged baggage or items

Make a claim for “Delay Compensation” or “EU Flight Cancellation”

What to do if you feel your complaint has not been resolved

Make a complaint during your journey

If you’re at the airport or on the plane, please find the nearest Virgin Atlantic staff member ask to submit a complaint. They will do their best to resolve the matter quickly, and to your satisfaction.

If you feel your complaint has not been fully resolved, please ask our cabin crew or ground staff for a feedback form called “How did we do today”, or submit feedback to us using the online feedback form.

Fill in this form to submit a complaint during your journey

Make a complaint online

The quickest route to submitting your complaint and getting it dealt with by our customer service team is to fill in the online feedback form now.

This form will help us direct your specific issue to the right person.

Fill in this form to make a complaint

Email us a complaint

If you don’t want to use our online feedback form, you can email us at customer.relations@fly.virgin.com.

Please make sure you include the following information so that we can deal with your complain as efficiently as possible:

  • Your full name (as it shows on your ticket)
  • Your booking reference
  • Flight Details (date and flight number)
  • Your preferred contact details; email address, phone number or postal address
  • Details of the complaint along with the names of any of our staff that you spoke to at the time.

If you email us you will receive an automated acknowledgement, followed by a personal response later.

Post us a complaint

If you don’t want to use our online feedback form, you can post us a letter.

Please make sure you include the following information so that we can deal with your complain as efficiently as possible:

  • Your full name (as it shows on your ticket)
  • Your booking reference
  • Flight details (date and flight number)
  • Your preferred contact details; email address, phone number or postal address
  • Details of the complaint, along with the names of any of our staff that you spoke to at the time.

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Our UK complaints address

Virgin Atlantic - Customer Relations
The VHQ
Fleming Way
Crawley
West Sussex
RH10 9DF
UK

Email: customer.relations@fly.virgin.com

Our US complaints address

Virgin Atlantic - Customer Relations
PO Box 570
Canton
MA 02021
USA

Email: customer.relations@fly.virgin.com

If you write to us at one of the above addresses we will post you an acknowledgement letter within 7 days of receipt.

 

Make a complaint about lost, delayed or damaged baggage or items

We do all we can to look after your baggage while it’s in our care, because we know how important your possessions are to you! However, on rare occasions a bag can be lost or delayed.

These links will help you reach the department which specifically handles baggage issues and complaints:

Download our damaged hold baggage form

Delayed or missing hold baggage

General lost property

Claim for essentials 

Make a claim for “Delay Compensation” or “EU Flight Cancellation”.

You don't need to submit a complaint, instead use our Delay Compensation form for EU flights.

Claim Delay Compensation for EU flights

If you feel your complaint has not been resolved

If after receiving a final response from us you still feel your complaint is unresolved, you may choose to refer your complaint to an independent dispute resolution service, Airline Dispute Resolution by Consumer Dispute Resolution Ltd, who are approved by the UK Civil Aviation Authority.

This service is free to our customers, and we will be bound by the outcome of the referral. You will need to refer your complaint within 12 months after our final response, confirming we have reached a state of deadlock.

 

Their contact details are:

Airline Dispute Resolution

12-14 Walker Avenue

Stratford Office Village

Wolverton Mill

Milton Keynes MK12 5TW

Website: www.aviationadr.org.uk

Tel: 0203 540 8063

A European online dispute resolution platform exists to facilitate access to Alternative Dispute Resolution (ADR) for complaints: http://ec.europa.eu/odr. Using this route will also direct you to Airline Dispute Resolution however it may increase the time to process your complaint.

Because of data protection rules and our own commitment to confidentiality, we can only communicate with the passenger whose name appears in the booking, or their appointed representative upon receipt of written permission.

All complaints and claims are logged into our database and allocated to one of our Customer Relations Advisors. who will investigate and then respond to you either by phone, email or letter no later than 28 days after you have received your acknowledgement.

Our Customer Relations Advisors will also give you their name and contact details for any follow-up.