*Please note thatfare difference charges (the additional cost of airfare, taxes, and airline fees, on your reissued airline ticket) may be applicable when changing your booking. Were here to help. Customers may still be asked to wear a mask when boarding or disembarking flights, according to the regulations of the departure or arrival airport or destination country / US state. If you don't use the whole value of your Travel Voucher when making a new booking, we will give you a cash refund of the residual value. If youve missed a payment or just need a little more time, don't worry. If the payment details we have for you are not correct or have expired, we'll send you an email with instructions on how to securely provide new payment details. If you made your booking through a third party or travel agent, please contact them directly to discuss your options. If you are requesting a refund because you are dissatisfied with a change that Virgin Atlantic has made to your flight, please note that if your flight is still scheduled to operate under the same flight number and your change is less than 3 hours, your refund will be calculated as per the fare rules. You can also rebook on a Virgin Atlantic flight to another destination. At this stage, this only applies to routes between the UK and the Caribbean. More information onyour options when a flight is cancelled can be found here. The statutory loss for 2021 narrowed . Covid testing advice. Refunds do not apply as per the original fare rules. 1 This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF The package holiday arm of Virgin Atlantic Airways Ltd. agreed to complete refunds totaling 203 million pounds ($265 million) to 53,000 claimants, the Competition and Markets Authority said Friday . Should your customers be unsure of their new travel dates they can rebook up to and including 31Dec 2023. This method looks for proteins from the virus rather than molecular or genetic indicators. When the flights were cancelled in May we requested a refund as, at the ages of 72 and 74, and with health conditions, we could not be certain of our future ability to fly and were therefore unable to accept credits.Many months on we are still waiting. (b) We will pay the refund in the same currency that was used to pay for the Ticket, unless we agree otherwise. Our travel advice pages have all the latest entry requirements for all the destinations we fly to, including which types of Covid-19 tests will be accepted. https://help.virginatlantic.com/gb/en/make-a-change.html. If you've got a question about your Virgin Atlantic Holidays booking or Virgin Atlantic flight, you'll find the answer here. Its important that you make any changes before the date you were originally due to travel. 350 for Upper, For travel from 01 Jan 2023and completed by 31 Dec 23: Many Virgin Atlantic flights have been cancelled in the Covid pandemic. You are not entirely convinced, but are happy your money has been returned. Limited exceptionsto the COVID-19 vaccination requirement apply: There are a very limited set of circumstances where a non-vaccinated adult foreign national can enter the US. Persons whose entry would be in the national interest, as determined by the Secretary of State, Secretary of Transportation, or Secretary of Homeland Security (or their designees). Subject to the terms and conditions of your ticket, a refund can be requested for any additional extras you have paid for related to the flight. Fare difference is waived if all travel is completed by 31 May 21. Contact your bank and ask for chargeback and state that Virgin Atlantic are stalling and giving you the run around. United Kingdom. You must provide contact information within 72 hours of departure. If you purchased your ticket through a travel agent or another airline, youll need to apply for your refund with them directly, as we wont be able to process it for you. Virgin Atlantic said: "We recognise that at the height of the pandemic, the huge volume of refund requests we received, combined with the constraints on our teams and systems, meant that. Accessibility | If your booking was made through a tour operator, travel agent or other airline, please contact them directly to discuss your options. If we cancel a flight that has been booked using a Travel Voucher, any refund requested will be made according to the original form of payment. Let us take the stress away with the help of our designated group travel team. In the United States, the policies have changed dramatically after the COVID-19 pandemic, with some airlines wildly shifting policies. How to rebook your flight using a travel voucher If you booked direct and changed your booking to a travel voucher due to travel restrictions related to Covid-19 you can rebook your flight by calling our Customer Centre or online by logging into My Booking or using our chat bot. If your travel date is on or after 1st September 2022, you will not be eligible to request a travel voucher, in line with our previous Commercial Policies. This page will tell you everything you need to know about your options if your flight has been changed or cancelled. Limited exemptions to the Covid-19 vaccination requirement apply: Children under 18 years of age . And if they do, we're here to help. Customers impacted by anevent beyond their control,for bookings made on or before 11thof March 2020. Scotland:https://www.gov.scot/publications/coronavirus-covid-19-international-travel-quarantine, Northern Ireland:https://www.nidirect.gov.uk/articles/coronavirus-covid-19-international-travel-advice, Wales:https://gov.wales/arriving-wales-overseas. . Email: refunds.hq@fly.virgin.com Do bear in mind that any new travel arrangements are subject to availability, and there may be a difference to pay if you change your dates or cabin, and the new ticket price is higher. Cancellations and refunds. We will not deduct an administration feeto make this refund. For all of the attached guidance, fare and adcol refer to TSP, Where the passenger wishes to upgrade cabin, fare difference should be charged, Part travelled rebooking is permitted to an earlier date and minimum/maximum stay restrictions will be waived, Itineraries that include connections to or from other airlines, may be rebooked to travel in the same booking class, or, if original booking class isnt available, re-book in the lowest available class in the same cabin. However, if you have already commenced travel, then the Travel Voucher is non-transferrable. Everything you need to know about travelling with the family or children flying alone, Planning a group trip? Use value of original ticket towards a new ticket is allowed. For all flights, make sure you understand the Conditions of Carriage and for package holidays, the terms and conditions will set out your options. If your flights are cancelled please refer to ourflight disruptionspage for more information, or refer to yourcancellation options. Everything you need to know before you head to the airport, from the latest travel restrictions and alerts to visa requirements and USA airport guides. You might need to allow up to 14 days for the money to show on your account depending on your payment method and provider, or if a Bank Holiday falls during the period of time. When you book to travel any time up to 31st December 2022, you can make up to two date changes* and one name change** free of charge (if youd like someone else to benefit from your ticket). Presumably if they go under I won't get anything and I just think that's wrong. Canadian tariffs. Find out when testing is required for the country you're visiting. However, requirements differ by country, so we've created a checklist to help you find everything you'll need, should you need a test. Privacy policy | If the same booking class is not available, please book into lowest available booking class in the same cabin, Route suspension: re-route onto other VS/VS* services in the same booking class and on the same flight dates. 60 for Economy Pre-travel advice guide. Reward bookings - If your original booking was a Flying Club full reward booking, the value of your Travel Voucher will be the equivalent to the value of Flying Club points and taxes of your original booking. Virgin Atlantic Holidays customers in the UK should contact the Virgin Atlantic Holidays team directly during normal office hours on +44 (0) 344 739 6300, If you booked a Flight + Hotel package call our dedicated team on+44 (0) 0344 557 5850. Plans change. (a) If you have bought a non-refundable Ticket, you should take out travel insurance in case you need to cancel. order your home test online by 2pm for DPD Next Day Delivery. Virgin Atlantic, which along with other airlines has been fighting for its survival as the pandemic forced all flights to be cancelled, told the Guardian that it is paying back about 20m a. There are three main testing methods that look for different elements of the virus. Only one Travel Voucher can be used per passenger. With restrictions easing and travel becoming easier once again, for all new bookings from 24 June 2022 onwards, the terms to change your booking will depend on your type of ticket. Cookie statement | In situations where a flight is cancelled less than 2 weeks before departure and the alternative flight we offer is more than 4 hours later than the original schedule compensation, the terms of the European Union's Regulation (EC) No 261/2004 may apply. If you haven't found what you were looking for, choose the webform for your question and we'll get back to you as soon as possible. Subject to the availability of seats in the cabin originally purchased, at no additional cost. This aligns with our existing mask policy on services between the UK and the Caribbean. A booking for a third party using your Travel Voucher must be made at least seven days before departure. The remaining fare difference after we have waived those amounts. Nothing. If you booked direct and changed your booking to a travel voucher due to travel restrictions related to Covid-19you can rebook your flight by calling our Customer Centre or online by logging intoMy Bookingor using our chat bot. Changes vs Flexibility Policy issued on 15 Feb 2022, - Policy updated to cover bookings up to 23 June 2022, This policy is to allow customers more flexibility in addition to original fares rules, Cancellations, refunds and downgrades are subject to the original fare rules, unless permitted by this policy whichever is the most flexible.All travel must include all outbound AND inbound travel dates, Total Selling Price (TSP) - Includes all fare, YQ, taxes and surcharges when re-calculation is require, This policy applies to all VS/VS* bookings, including unticketed, regardless of ticket type and includes fares that are usually non-changeable, Where fare difference is charged, it should be calculated including all taxes/charges (Total Selling Price). Any additional fare cost will be charged. We are owed 1,163 for cancelled flights and have been waiting for many months. Reissue the original ticket/s to the new PNR collecting all TSP where applicable. If you still want . Update the SI field with the following information: Please reissue tickets to include endorsement: Tickets must be re-issued on / before revised travel date, For bookings made on/before 11 Mar 20, refunds are allowed if customer is unable to travel due to an event beyond their control e.g. If you need flexibility, make sure you pick a Ticket type which suits your needs. You can even make a booking for someone else using your Travel Voucher. Post your sample using the included pre-paid return envelope. Before you fill out one of the forms, please remember we can only accept and process your refund if: Youre eligible for a refund in line with our refund policy. If you dont need to call us straight away please wait until call holding times reduce. This policy applies to bookings made on or after 06 Feb 2021 until 02 Mar 2021. Just 13% for both airlines were happy with their experience. Your flight number will begin with the letters "VS". You might need to allow up to 14 working days for the money to show in your account depending on your payment method and provider, or if theres a Bank Holiday. Around the world, flyers on cancelled flights have been waiting for their due refunds. Replace original customer name with the newcustomer details withinyour original PNR, Reissue ticket using original fare in the new customer name, SI VS REPLACEMENT PAX DUE TO COVID19 06MAY21, For itineraries with other airlines included, Create a new PNR for the replacement customer using a fare valid at time of creation, Refund original ticket which will be credited to original form of payment, Update the SI field with the following information. . If you travel without formal notification of your exemption, and choose not to wear a mask at the airport or onboard, you may not be permitted to travel with us at this time. If your original booking was made prior to 24 June 2022, our flexible booking policy will apply and admin fees will be waived. All airon board is filteredthrough highly effective, UK Government restrictions make it illegal to travel abroad, The Foreign, Commonwealth & Development Office (FCDO) advise against non-essential travel at the time you are due to travel, It becomes necessary to quarantine on arrival at your destination, Your holiday destination is placed on the Red List and it becomes necessary to quarantine at a managed quarantine hotel on your return to the UK. (a)Unless either we agree or applicable laws require us to do otherwise, we will only make a refund to the person who: (ii) has proved to us he or she is the person who paid for the ticket; and. The ability to make unlimited date changes without admin fees applies to Virgin Atlantic bookings made between 3rdMarch 2021 and 23rd June 2022. *Please note thatfare difference charges (the additional cost of airfare, taxes, and airline fees, on your reissued airline ticket) arewaived if new travel is completed by 31 May 2021. 120 for Premium The requirement for a pre-departure Covid-19 test, will depend on the country youre flying to and its protocols, which may differ according to vaccination status. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF Canadian tariffs. The vaccination proof used will depend on where the approved vaccine(s) were administered. To find out more pleasecontact us. Virgin still refusing to do anything with my request for refund - when was your flight scheduled for? Virgin Atlantic said: We recognise that at the height of the pandemic, the huge volume of refund requests we received, combined with the constraints on our teams and systems, meant that refunds took longer than usual to process, and we sincerely apologise to our customers for this. Check the devolved nations of Scotland, Northern Ireland and Wales for their entry rules, which largely mirror the entry rules for England. But if you have a specific flight or booking related query, drop us a line. RH10 9DF Crawley All rights reserved. We've launched our new web messaging service. Book your appointment ororder your home test online by 2pm for DPD Next Day Delivery. If you've yet to hear from Virgin Atlantic, you can contact the airline online or via its disrupted flights contact number on 0344 209 8711. If you need to make a change to your booking, please visit our rebooking bot and web messaging service. If your holiday is more than 6 months away, make things easier to manage by setting up a. You may not need to pay any difference in the fare either see the table below for more on that. CAA Alleges Virgin Atlantic Waited Up To 4 Months to Issue Refunds. It had processed about 550m of cash . Depart and Return Calendar Use enter to open, escape to close the calendar, page down for next month and page up for previous month, Depart date not selected Return date not selected Depart Return Rebook travel in the same booking class, or; If original booking class isnt available, re-book in the lowest available class in the same cabin. For holidays departing from 1st April onwards, please settle your balance 12 weeks before you are due to travel. If your flight was part of an inclusive/package holiday please refer to your tour operator as they may not operate the same re-booking policies. Did you book directly with us on the phone or online? Your Travel Voucher will be in the same currency as your original booking. In January 2020 we paid 1,163 to Virgin Atlantic for return flights for a July visit to see our grandchildren in Boston. You can cancel your holiday for one of our holiday vouchers instead up until four weeks before you fly. If you are travelling up to 31st March 2022,you have until eight weeks before your departure instead of 12 to pay the balance. Change fees and TSP as per rebooking policies above. When your customers provide new travel dates: If you're unable to reissue the original ticket, please update SI field with the original ticket number: Tickets must be issued on/before revised travel date. Please check your T&Cs before completing the form as not all of our tickets are fully refundable. All of our attempts to contact the company have met with no response. You can get in touch using ouronline contact form. Well continue to help our customers book with confidence, with the ability to change plans if a customer tests positive for COVID-19 and previous flexible booking policies applicable based on the date of booking see below for earlier policies. As of 12 June 2022, US citizens and legal permanent residents do not need to complete a Passenger Disclosure and Attestation form or provide. (iii)has proved to us that he/she is entitled to the refund. Once the lab has your sample, you'll be notified of the result within 24 hours. (c)If your Ticket is refundable, you have used part of it, and there is no relevant restriction on your Ticket, we will refund the difference between thefare, any carrier imposed charges and surcharges, taxes, fees and charges you have paid and thefare, any carrier imposed charges and surcharges, taxes, fees and charges relating to the unused portion of your Ticket. Partnering with Prenetics, a leading Covid-19 testing provider, Virgin Atlantic is offering customers easy and competitively priced at-home testing packages, tailored to your Virgin Atlantic destination where at-home tests are accepted. named Virgin Atlantic and Ryanair as the worst two airlines for processing refunds. Once we receive and action your request, well update your booking and send youconfirmation. If your travel date is on or after 1st January 2023, you will not be eligible to request a travel voucher, in line with our previous Commercial Policies. No change fee will be charged however additional collection must be calculated at TSP, Rebooking onto an alternative connecting carrier will be subject to the fare rules as per CAT4 flight application. From the start of the pandemic we quickly adjusted our policies for flight and package holiday bookings to provide as much flexibility as possible for our customers, including unlimited fee-free changes, recognising that Covid-19 created uncertainty for international travel. Welcome to help centre. Name changes can only be applied on tickets that have not yet been used for travel, this does not extend to part travelled tickets. Virgin Atlantic, meanwhile, made customers wait up to 120 days for a refund, the CAA said in its July report. Re-book on a Virgin Atlantic flight to/from another destination. Re-book onto another flight For direct bookings made via the Virgin Atlantic website or contact centre only; call our flight disruption line on: +44 (0) 344 209 7777 in the UK, or 1-800-862-8621 in the USA. Compensation claims can not be processed at the airport. From 16th March customers and crew have the personal choice whether to wear a face mask onboard, on routes where international regulations around mask-wearing do not apply. Virgin Atlantic, which secured a rescue deal to secure its future during the pandemic, said a backlog of refunds was completed in November and apologised. We have options available to help. This method is less accurate and should only be used as a guide - A positive result should be followed by a PCR test for confirmation. If youd like to rebook instead, were here to support you. Travel advice . We've all got baggage. If you booked with Virgin Holidays, help is available viaCustomer support. We feel we have been patient, accepting the situation faced by the airline. Testing for travel . Your booking may also need to be re-fared to reflect the new itinerary please see Article 7.2 for more information. This will result in the whole value of theOpen Ticketbeing non-refundable. 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 compensation. Get a better understanding of the requirements by reading our Covid-19 jargon buster. You will find our contact details on our Help Centre. Get ready to fly. If youve booked directly with Virgin Atlantic and you no longer wish to travel, then you will need to get in touch for some help. The most accurate method is to look for molecular or genetic signs of the coronavirus. This policy is in place for customers and crew, only on routes where international regulations around mask-wearing do not apply. (c) Even if you hold a non-refundable Ticket, we will refund the unused portion if you are entitled to a refund under Regulation 261/2004, other applicable laws or under an express right in these Conditions of Carriage. Bookings made by credit card or debit card no longer incur a fee. Refunds permitted should one of the following apply: 2. Prices from 17with up to 20% off for Virgin Atlantic customers. No change fee will be charged, however TSP may apply, please refer to the applicable table as per ticketed date, For details of re-routing onto AF, KL or DLplease check our class mapping information. Nothing. Privacy policy | The value of your Travel Voucher will be the equivalent to your cancelled booking, and this also includes flights purchased with Flying Club points. Self-testing kits can be ordered online for delivery to your home and provide asafe and convenient testing method. Fare difference charges apply with no refund if new fare is lower. Read more about our Flight Disruption Policy. Find out more Earlier flexible booking policies If you made your booking between 1st June 2020 and 15th February 2022, you will be eligible to request a travel voucher, if your original date of travel is on or before 31st December 2022. Fare difference applies. Accessibility | As ever, you should ensure you have adequate travel insurance for your trip.
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