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EU claims application

General Information

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 passengers making claims for delays and cancellations caused by technical defects.

In June 2014 a Court of Appeal decision (Huzar v Jet2.com) changed the definition of what airlines class as “extraordinary circumstances” in relation to some technical delays and flight cancellations. The lasting impact of this decision remains uncertain as further appeals are being considered, and we continue to monitor developments in this area closely.

It will take at least three to four months for the Supreme Court to decide whether to allow a further appeal, and if the appeal is granted it may take a year or more for the outcome to be known. Customers may continue to make their claim applications as explained in the section How to apply for EU Compensation. However, as a result of these legal developments we will be unable to fully assess claim applications for flights delayed or cancelled due to technical issues, until after the appeal process has been fully concluded.

Further advice on EU261 Compensation & Assistance may be found on the CAA website www.caa.co.uk (opens in a new window)

How to apply for EU Compensation

Please print out and complete an application form for each ticket holding passenger, and each single journey ensuring all the sections are completed and the form is signed and dated. Applications for passengers under 18 years should be completed and signed by a parent and/or legal guardian. We are unable to process any application that does not contain full and accurate flight information

Once completed and signed send the application form to:

Virgin Atlantic Airways Ltd

EU Application

PO Box 4525

Dunstable

LU6 9QT

UK

Passengers unable to access the internet or printing facilities may call 0344 871 5612 from the UK or +44 344 871 5612 from everywhere else, leave their full name and address and we will send them an application form by post within the following 7 days.

Applications will not be processed unless the following information is completed in full on the correct application form

Your personal details including

  • Passenger name as it appears on your reservation/booking
  • Full home address
  • Date of Birth

And

Your flight details including

  • Flight number
  • Flight route
  • Date of Departure

Please do not attach any additional documents or comments to your EU claim application form as they will be disregarded. If you wish to give us general feedback about your flight please contact Customer Relations.

What happens next?

Within 28 days of receiving your completed application form we will send an acknowledgement of receipt containing a unique application number, to the land address you have provided. A full response and, if your application is successful, a cheque settlement will take a further 6 - 12 weeks.

Applications will be processed in strict chronological order.

Advice for passengers making claims for delays and cancellations caused by technical defects.

In June 2014 a Court of Appeal decision (Huzar v Jet2.com) changed the definition of what airlines class as “extraordinary circumstances” in relation to some technical delays and flight cancellations. The lasting impact of this decision remains uncertain as further appeals are being considered, and we continue to monitor developments in this area closely.

It will take at least three to four months for the Supreme Court to decide whether to allow a further appeal, and if the appeal is granted it may take a year or more for the outcome to be known. Customers may continue to make their claim application as directed above and we will issue each claim with a unique reference number. However, as a result of these legal developments we will be unable to fully assess claim applications for flights delayed or cancelled due to technical issues, until after the appeal process has been fully concluded.

We apologise in advance for any inconvenience suffered as a result of the delay in processing claims and/or for any subsequent changes which may be necessary if further developments occur in this complex area of law and thank you for your patience and understanding.

Further advice on EU261 Compensation & Assistance may be found on the CAA website www.caa.co.uk (opens in a new window)