Please choose a section from the topics below

Q How do I apply for a ticket refund?
A The US Refunds Department claim handling contact process has been changed. Should you have a refund query concerning a ticket that was issued in the United States, Canada, Tortola, The Bahamas or Bermuda you must contact us by using one of the following methods.

* Please note that email will generally receive the quickest response to any query.

METHODS OF CONTACT

US Email Address:
usrefundsdept@fly.virgin.com

US Mailing Address:
Virgin Atlantic Airways
P.O. Box 330
Canton, MA 02021
Att: Refunds

US Fax Number:
866.272.8489

Please send a brief explanation of your refund request. We require also that you return the original unused ticket(s)* and other documents relevant to your claim, for our files.
* Please take copies to keep for your own records.

You will then receive an acknowledgement and we will contact you (by telephone, email or fax) with details of your Refund Claim Number.

Q How will payment for my refund be settled?
A Please click here for our Conditions of Carriage, Article 10, for full details.
Payment will be made to the person who has paid for the ticket.
Further, the refund will be settled (if applicable) to the original form of payment used to purchase the ticket. In the case of Travel Agency issued tickets any applicable refund shall be actioned by the ticket-issuing agency

With effect from 10 August 2005 administration charges will apply to all Virgin Atlantic tickets refunded in the US where the tickets were purchased directly from Virgin Atlantic's website or reservations. The administration charge will be $25 per ticket, regardless of the ticket type, in the US. The administration charge will be deducted from any money due to be refunded to the customer for their ticket; dependant on the fare regulations; including taxes; fees and any other applicable charges.

Q If my C/C account is closed, how will I then receive my refund?
A The refund shall still be processed to the original form of payment. Your C/C company should then be able to advise you of their policies and procedures.

Q How do I apply for a Refund if I have lost my Ticket?
A You can write to us, giving as many details of your originally intended journey as possible, i.e. full passenger names, ticket numbers (if you have them) booking locator, dates of travel, the routing, and your contact details, etc. Our office will issue a Form of Indemnity, which is a legally binding document, which we require you to sign and return to us. There is a £30.00 non-refundable administration charge in respect of processing a lost ticket application, which will be deducted from your total refund amount. The lost tickets are also blacklisted in our system, to prevent the tickets from being utilised in the future.
Please click here for Conditions of Carriage, see Article 10.10.4 for additional information.

Q How long can I expect to wait for my refund to be processed?
A Each claim is different and has to be investigated, however, we do work to strict deadlines to ensure that we provide a high standard of customer service and commitment to our passengers. Please click here for the Customer Charter giving further information on refunds.

Q If I have used only part of my ticket, am I entitled to a refund on the unused sector(s)?
A We will refund a ticket or any unused portion, in accordance with the applicable fare rules or tariff purchased. Therefore, we will investigate your claim, and inform you accordingly.

Q If I have used part of my 'refundable' i.e. totally unrestricted ticket, how will my claim be calculated?
A We shall calculate your claim by taking the original fare paid for the ticket, less the value of transport that has been used, less any cancellation fees and any administration charges (see Q1 above).

Q If I have been downgraded on my flight, do I qualify for a refund?
A You may be entitled to a refund, however; it will also depend on the circumstances of your downgrade as to how your claim is calculated and the amount of refund you shall receive. We will be happy to investigate your claim, and inform you accordingly.

Q If I have a non-refundable ticket and cannot travel due to illness, should I contact my Travel Insurance Company for a refund?
A You should contact your travel insurance company, who should then be able to settle your claim.

Q If a member of my family is taken ill and I no longer wish to travel due to this, am I entitled to a refund?
A You may be considered for a refund, however, it shall depend on the fare rules governing the type of ticket you have as to whether or not you are eligible.

Q If I have an unused ticket and do not require a refund, but would like to travel on Virgin Atlantic in the future, is there an alternative?
A Depending on what type of fare you have purchased, it may be possible to issue you with a document, an MPD, which can be used as part/full payment towards another ticket. However the terms and conditions of the original fare paid will be carried forward to the new ticket.

Q For How long is an MPD Valid?
A An MPD - Multi Purpose Document - is valid for 1 year from date of issue.

Q If my MPD has expired, can I send it back for a refund or extension?
A We will refuse the request of extension after the expiry of the validity of the MPD. However, a refund may be considered depending on the original fare type purchased. Once your claim has been investigated, we will inform you accordingly.

Q If I bought my ticket through a UK Travel Agent how will I get my refund?
A You will return your unused ticket to the Travel Agent concerned, who will then calculate your claim to its conclusion. Therefore, all further enquiries should be directed to your agent.

Q If I have another Airline's ticket, with an un-used Virgin Atlantic sector, Who do I return my ticket to for refund?
A You will return your ticket to the Airline or to the travel agency from which you have purchased it. They will then process your claim, and any enquiries should always be directed to them, even if it is regarding the unused Virgin Atlantic sector.

Q If I am a member of your flying club, where should I send my ticket for refund?
A You should initially send your refund application in writing to our flying club Support Department along with your unused ticket(s) etc. Your miles will be credited back onto your account (subject to flying club Terms and Conditions). Your request will then be sent to the refunds department for actioning. Once we have received your claim, you shall receive an acknowledgement letter with your claim number to quote for any further enquiries.

The address of the flying club Support Department is:-

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

Q If my ticket is past the date of travel, can I still apply for a refund?
A Yes you can apply for a refund, even if the date of travel has passed.

Q Who will reimburse any out of pocket expenses?
A You should apply to our Customer Relations department for your reimbursement of expenses, as the Virgin Atlantic Refunds department, deals only with Ticket refunds, Car-hire and travel insurance refunds.