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Special assistance

What to do if you need a little extra help while you travel.

This page helps you find out more about the different services we offer if you need special assistance during your journey, such as mobility assistance or medical help.

If you have health or mobility issues, our dedicated Special Assistance team will get you the help you need to make your journey as smooth as possible.

If you need to request special assistance, we recommend contacting our team at least 48 hours before your flight (or more if you are travelling with an assistance dog).

 

We're here to help

Here are some of the issues we offer assistance with:

How to contact the Special Assistance team

If you have a question for the team, you can complete our online form. Just find the Special Assistance box, complete your details and hit send. We'll respond to you as soon as possible.

 

Alternatively, you can contact us via one of the ways below: 

Email: Special_Assistance@fly.virgin.com

Tel: 0344 481 4455

TTY: 0344 209 0747

Fax: 0344 209 7373

Voice tel: 01293 747691

Opening hours

Mon - Fri 09:00 - 18:00 (UK local)

Bank holidays 09:00 to 17:00

Closed Weekends and Christmas

 

Calling from outside the UK? Have a look at our handy phone number list.

How to contact our Special Assistance team

If you require assistance at the airport, you can contact Virgin Atlantic and our dedicated Special Assistance department or your travel agent.

Please contact us to let us know what assistance you require.

Our Special Assistance team will confirm with you verbally that your requests are entered in your booking. We do not provide written confirmation.
 

If you're travelling from the UK, call our Special Assistance team

Tel: 0344 481 4455

TTY: 0344 209 0747

Fax: 0344 209 7373

Voice tel: 01293 747691

Opening hours

Mon - Fri 09:00 - 18:00 (UK local)

Bank holidays 09:00 to 17:00

Sunday and Christmas Closed

Email: Special_Assistance@fly.virgin.com

 

Calling from outside the UK? Have a look at our handy phone number list.

How to contact the US Department of Transportation

We always aim to provide a comfortable, stress-free service for all our customers.

If you do have any concerns regarding our services related to customers with disabilities, please let us know by reporting it to our special assistance team, or through our Help centre. Our airport staff and flight crew are also trained to help you should you require any assistance. 

We are required by law to abide by the Air Carrier Access act, which prohibits discrimination on the basis of disability in air travel.

14: PART 382 - Non-discrimination on the basis of disability in air travel

If you'd like a copy of regulation 14 CFR Part 382 in an accessible form you can contact:

  • The Toll-Free Hotline for Air Travelers with Disabilities at 1-800-778-4838(voice) or 1-800-45509880 (TTY)  from within the United States
  • Or the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY)
  • Or by mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96-423, Washington DC 20590

 

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