In the event of a disruption to your flight schedule we take steps to minimise the inconvenience to you and make any waiting time as comfortable as possible.
Under the requirements of EU regulation 261/2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, you may be eligible to claim compensation if we cancel your flight within two weeks of your departure date, or if your flight is delayed in its arrival by more than 3 hours.
This depends upon the reason for the cancellation or delay, as well as the arrival time of your new or delayed flight.
Compensation will not be offered if the cause of the cancellation or delay is beyond the control of Virgin Atlantic, or for disruptions which could not have been avoided even if all reasonable measures had been taken. Such circumstances may, in particular, occur in cases of political instability, meteorological conditions, security risks, unexpected flight safety shortcomings and strikes that affect our operation. Neither will compensation be offered if we advised passengers about a flight cancellation at least two weeks before departure date and/or cases where a package tour is cancelled for reasons other than cancellation of the flight.
Who can apply for EU compensation?
Passengers holding a confirmed reservation on a flight operated by Virgin Atlantic Airways Ltd, and in the case of delay, have completed all check in/bag drop procedures in accordance with our instructions.
Passengers travelling free of charge or at a reduced rate not available directly or indirectly to the public, (excluding passengers having tickets for a Virgin Atlantic Airways operated flight issued under our Flying Club frequent flyer programme) are NOT eligible to apply for EU Compensation.
Advice for customers making applications for EU261 Compensation as a result of flight delays and cancellations.
The UK court decisions in the cases of Huzar v Jet2, And Thomson Airways - V - Dawson has created an increase in new and re-opened claims for EU261 Compensation and therefore it is going to take us a little longer than usual to process them all.
We still invite customers to make their new claims by downloading and completing the application form (opens in a new window) and sending it to us. Within 28 day of receipt we will log your claim and issue you with an acknowledgement and claim reference number. We will work through these claims as quickly as we can and hope to be able to respond in full approximately 12-16 weeks after our initial acknowledgement has been sent.
Customers wishing to re-open their claim, who have not yet made us aware of their intention, must do so by writing to us at:
Virgin Atlantic Airways Ltd
PO Box 4525
Quoting the claim reference number we issued when their original claim was denied. In order to help us re-open your claim as soon as we can please also include the full name and address of each claimant.
We apologise for any inconvenience this delay may cause and thank you for your patience and understanding.