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The small print

Communications and complaints

10. Communications and complaints

10.1 As part of your Flying Club membership you will receive communications which are relevant to Flying Club, such as your membership pack and important information on Programme updates and developments by email, post, telephone or SMS. You will receive a membership pack once you have completed either a Virgin Atlantic, codeshare or partner flight or Miles are credited to your account from one of our Participating Companies.

10.2 You will need to register your membership online and provide us with your email address to ensure that you receive the most up to date information.

10.3 While we will take reasonable efforts to process requests for alterations to your communication preferences and we will comply with applicable data protection laws, we cannot guarantee that the implementation of such alterations will be immediate or error-free.

10.4 If you have any query concerning the issue of Miles or redemption of Rewards, please contact your local Flying Club Helpline.

10.5 Please note that the responsibility for the issue of Miles is, that of the relevant Participating Company and for the provision of Rewards is that of the relevant Reward provider. In seeking to assist in the resolution of any dispute or complaint between a Member and a Participating Company or Reward provider, VAA assumes no liability in respect of the subject matter of that complaint.

10.6 These terms do not affect your rights against a Participating Company or Reward provider.

10.7 Any notice or statement to a Member shall be deemed to be given 72 hours after it has been sent out by VAA to the Member’s address as registered in our records.