We want to assure you that in the event of a disruption to your flight schedule, we will be taking steps to minimise the inconvenience to you and make any waiting time as comfortable as possible. All our actions meet the requirements of the European Union’s Regulation (EC) No 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.
Virgin Atlantic flight is cancelled within 14 days of departure
In the event that Virgin Atlantic cancel a flight within 14 days of departure one of the following options is available to customers holding confirmed reservations.
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
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. (You will be responsible for any hotel accommodation; meals and other transport costs should you choose this option.)
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. (You will be responsible for any hotel accommodation; meals and other transport costs should you choose this option.)
• All re-routings involving other carriers must be notified and authorised by Virgin Atlantic before travel commences.
If your flight is cancelled without prior notification to yourself and you have commenced your journey to the airport we will provide you, whilst awaiting a later flight, with meals and refreshments in reasonable relation to the waiting time, plus two short telephone calls, or telex, or fax, or e-mail messages. If your new flight departure involves an overnight wait, we will offer hotel accommodation and transport to and from the hotel. This provision will not
apply if you have chosen to take an alternative Virgin Atlantic flight at a later date.
The care detailed above may be limited or declined if the provision of refreshments, meals and hotel accommodation would itself cause further delay.
Passengers can amend their bookings by contacting their travel agents or by calling the nearest Virgin Atlantic contact centre.
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.
EU Compensation application process
Compensation claims cannot be processed at the airport.