Customer complaints procedure
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 as planned. If this happens we’d really like your feedback as not only does it allow us to explain and apologise to you, it also helps us to improve our product and service.
Most complaints can be dealt with by our front line teams e.g. our cabin crew, airport groundstaff or contact centres. They will do their best to resolve the matter quickly, to your satisfaction.
If you think your complaint has not been fully resolved please ask our cabin crew or groundstaff for a feedback form (it's called "How did we do today"). Alternatively you can fill in our online feedback form, or write to our Customer Relations department at one of the following addresses.
For your complaint to be properly registered please give us the following information:
- Your full name (as it shows on your ticket)
- Your booking reference
- Flight Details (date and number)
- Your preferred contact details; e mail, phone number or land address
- Details of the complaint along with the names of any of our staff you spoke to at the time
Because of data protection rules and our own commitment to the confidentiality of personal details we can communicate only with the passenger whose name appears in the booking, or their appointed representative upon receipt of written permission.
If you e mail us you will receive an automated acknowledgement, if you write to us at one of the above addresses we will post you an acknowledgement letter within 7 days of receipt.
All complaints are logged into our database and allocated to one of our Customer Relations Advisors who will investigate and subsequently respond to you either by phone, e mail 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.
In the unlikely event that we are unable to conclude or resolve a complaint, and the complaint has reached an impasse or deadlock status, customers may wish to seek advice from the UK Civil Aviation Authority who are the body responsible for the enforcement of consumer protection rules in the UK aviation sector.
Passenger Advice and Complaints Team (PACT)
The Civil Aviation Authority
4th Floor CAA House
A European online dispute resolution platform exists to facilitate access to Alternative Dispute Resolution (ADR) for complaints: http://ec.europa.eu/odr (opens in a new window). However at this time Virgin Atlantic are not required to offer, and do not subscribe to, an ADR scheme.
Please click here if you want to know about making a claim for damaged or lost baggage.