Cancelled or Delayed Flights

In the event that Virgin Atlantic delay a flight for more than 5 hours or cancel a flight within 14 days of departure the following options are available to customers holding confirmed reservations (exclusions are shown where applicable).

A Refund of unused flights, if travel has not commenced.

All refunds will be credited back to the original form of payment.

Re-book/Re-route at the earliest opportunity

Take an alternative flight under comparable transport conditions, to your final destination at the earliest opportunity, subject to the availability of seats in the cabin originally purchased (the option to re-route applies if your flight is cancelled, not delayed).

Re-book/Re-route to a later date

Take an alternative flight to your destination under comparable transport conditions at a later date more convenient to you, subject to the availability of seats in the ticket class originally purchased and seasonal supplements being paid. If the new fare is lower the difference will be refunded. (The option to re-route applies if your flight is cancelled not delayed)

Re-book on a Virgin Atlantic flight to another destination

Subject to availability. Any additional fare cost will be charged. If the new fare is lower the difference will be refunded.

General Conditions

• Travel must be completed within ticket validity or within three months from the original flight, whichever is longer.
• The return flight, if applicable, can be re-booked at the same time.
• All re-routings involving other carriers must be notified and authorised by Virgin Atlantic before travel commences.

Passengers can amend their bookings by contacting their travel agents or by calling the nearest Virgin Atlantic reservations centre

Click here for contact details

Passengers requiring a refund should make an application to their original point of sale

Passengers on inclusive/package holidays must refer to their tour operators who may not operate the same re-booking policies. Passengers should also be aware that any applicable refund would only relate to the airfare portion of the inclusive package and not the whole cost of the holiday. Your Tour operator should therefore be contacted for further advice before you cancel your booking.

Compensation for Cancelled flights

In certain 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 under the terms of the European Union's Regulation (EC) No 261/2004 may be applicable. However there is no entitlement to compensation if the cause of the cancellation was due to extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken, this includes cancellations in the event of weather conditions, political instability, unexpected flight safety shortcomings, security risks and strikes.

The right to compensation applies only to passengers holding confirmed reservations on the flight concerned who have presented themselves and completed all check in procedures at least 60 minutes before the scheduled departure time of the flight concerned. Compensation shall not apply to passengers travelling free of charge or at a reduced fare not available directly or indirectly to the public.

Passengers wishing to make a claim for compensation under the European Union's Regulation (EC) No 261/2004 must e mail customer.relations@fly.virgin.com

or write to

Virgin Atlantic - Customer Relations
PO Box 747
Dunstable
LU6 9AH
United Kingdom

Compensation claims cannot be processed at the airport.

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