Our claims handling team have finalised the majority of correspondence and we have around 3000 claims, received between May and July, left to process.

The volcanic claims team will be wound down at the end of October 2010 and therefore we are unable to accept any new claims after 31 August 2010.

We apologise for this delay and appreciate the continued patience and support of those customers who are affected.

Thank you very much.

Caroline Lynam,
Customer Relations Manager

• How do you claim your costs back for hotels and meals if you have incurred any?
  
  
• How do you send us other Feedback?
  
  
• Do you need a letter for your insurance company confirming your flight was cancelled and the length of your delay?
  
  
• How do you process a ticket refund if you did not travel?

As soon as you have returned home and have had the chance to gather all your paperwork and receipts, please e mail:

EUcompensation@fly.virgin.com

Attaching scanned copies of your receipts as follows:

Alternatively, please send all the above information by letter with original receipts, (keeping copies for yourself, just in case) to:

Virgin Atlantic Customer Relations
EU Compensation
PO Box 747
Dunstable
LU6 9AH

In order to speed up the reimbursement of hotel and meals costs, we ask that passengers send only receipts, booking references, bank account and contact details to these addresses.

What will Virgin Atlantic pay for?

The reasonable cost of:

- Breakfast, and either lunch or dinner for each day you have been delayed.

Plus...

- Two short telephone or e-mail messages for each day you have been delayed.

Plus...

- Mid range hotel accommodation and transport between the airport and place of accommodation (hotel or other).

We are unable to reimburse any of the following:

• Un-receipted expenses.
• Top range and/or luxury hotels.
• Alcohol.
• Room service.
• Entertainment.
• Any other purchases not related to meal and accommodation requirements eg car hire, ground transportation and flights on other airlines purchased independently.
  
  

Any other feedback about your recent experiences should be sent to:

customer.relations@fly.virgin.com

If you require a letter, please email:

requestaletter@fly.virgin.com

With the following details:

• Your booking reference number (It will be a 6 character with a mixture of numbers and letters e.g. BJVC1X).
  
  
• Your original date of departure along with your actual date of departure.
  
  
• Your original flight number along and your actual flight number.
  
  
• Your current postal address.
  
  
• We will then send the letter to your postal address as soon as we can.
  
  

If your flight was cancelled and you wish to claim a refund of the unused part or parts of your ticket, you should pick one of the following three options:

1. E-TICKETS:
If you have an electronic ticket (e-ticket), please complete the Online Refund form, to cancel your booking and request for a refund.
2. TRAVEL AGENTS:

If you purchased your ticket from a travel agent, you should contact your agent and apply for your refund.
3. PAPER TICKETS:

If you have a paper ticket, please cancel your booking and provide us with a brief explanation of your refund request and return your unused paper ticket(s) to the address below:

Virgin Atlantic Airways,
Refunds Department,
The Office,
Manor Royal,
Crawley,
West Sussex,
RH10 9NU.

Telephone: 01293 747473
Fax: 01293 444456
Email: refunds.hq@fly.virgin.com
Opening hours: 09.00 - 12.00, Monday to Thursday.