Changes vs Flexibility Policy issued on 15 Feb 2022, - Policy updated to cover bookings up to 23 June 2022, This policy is to allow customers more flexibility in addition to original fares rules, Cancellations, refunds and downgrades are subject to the original fare rules, unless permitted by this policy whichever is the most flexible.All travel must include all outbound AND inbound travel dates, Total Selling Price (TSP) - Includes all fare, YQ, taxes and surcharges when re-calculation is require, This policy applies to all VS/VS* bookings, including unticketed, regardless of ticket type and includes fares that are usually non-changeable, Where fare difference is charged, it should be calculated including all taxes/charges (Total Selling Price). For all flights booked with Virgin Atlantic and package holidays purchased from Virgin Holidays between 16 February 2022 and 23 June 2022 for travel up to 31st August 2022, you can change your dates as many times as you need to*, including changing your destination or make one name change** if youd like someone else to benefit from your ticket. It also includes Flying Club redemption bookings. This policy is to allow for more flexibility if your plans change. A parent or other legal guardian may attest on behalf of a passenger aged 2 to 17 years. Following the ruling of a United States district court judge on Monday 18 April, the Biden administration has announced that the Transportation Security Administration (TSA) will no longer enforce the federal mandate requiring masks onboard aircraft. *Please note thatfare difference charges (the additional cost of airfare, taxes, and airline fees, on your reissued airline ticket) may be applicable when changing your booking,with no refund if the new fare is lower. Our intention is to be able to process all refunds raised in October within 30 days and, once the whole backlog is cleared, return to 7 and 14 day time frames for Virgin Atlantic and Virgin Holidays respectively. This page will tell you everything you need to know about your options if your flight has been changed or cancelled. All remaining COVID-19 restrictions were removed for UK arrivals on 18 March 2022. . Fare difference applies. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF This policy is in place for customers and crew, only on routes where international regulations around mask-wearing do not apply. Terms and conditions | This policy applies to bookings made on or after 06 Feb 2021 until 02 Mar 2021. Nothing. I got my money back same day as plane was cancelled from the Bank in early May, I eventually received an Email a month later in June from Virgin Atlantic stating it would be another 60 days but money was already in my Bank using . Fax: 01293 444456 You'll just need to use your ticket by 31st December 2023. Cookie statement | Refunds permitted should one of the following apply: 2. If you would like to request a refund or a quote, you can do so by completing one of the forms below. Rapid PCR tests are also now available with results within 3 hours. A booking for a third party using your Travel Voucher must be made at least seven days before departure andonly one name change can be actioned per ticket at any time. As travel restrictions continue to ease for many countries we fly to, health and safety remains our number one priority and we continuously review all our Covid-19 health measures. All foreign national visitors aged 18 or over to the US must be fully vaccinated (unless exempt) and present proof of full vaccination. To speak to us about your options, pleasecontact us. *Please note thatfare difference charges (the additional cost of airfare, taxes, and airline fees, on your reissued airline ticket) arewaived if new travel is completed by 31 May 2021. Email us at consumer.champions@theguardian.com. Name changes can only be applied on tickets that have not yet been used for travel, this does not extend to part travelled tickets. Waived rebook onto any available VS/VS* flights in the same cabin. There may be other charges to pay under our standardVirgin Holidays terms and conditionsor on theconditions of carriage for Virgin Atlantic. If your travel date is on or after 1st January 2023, you will not be eligible to request a travel voucher, in line with our previous Commercial Policies. Re-book on a Virgin Atlantic flight to/from another destination. If you booked with a third party such as a travel agent, you'll need to contact them directly to discuss any queries you may have with your travel arrangements, such as rebooking, as they are best placed to help. For purposes of travel to the United States,vaccines acceptedinclude the following FDA approved or authorized and World Health Organization (WHO) emergency use listed (EUL) vaccines: If you are an adult foreign national who is not fully vaccinated and you do not meet the exception criteria, you will not be allowed to board a flight to the United States. We do our best to stick to the times that we plan our flights but sometimes for reasons beyond our control, we need to make some changes. Your Travel Voucher will be in the same currency as your original booking. Terms and conditions | *In the UK, 'fully vaccinated' means you have completed the full course of an approved vaccine (either two doses of a two-dose vaccine or one dose of a single dose vaccine), at least two weeks before travelling and can show evidence of this. Customers wishing to travel to the same destination via a different departure airport. In this case, your refund might take a little longer than usual. If you haven't found what you were looking for, choose the webform for your question and we'll get back to you as soon as possible. Project Screen home PCR samples can also be dropped at Test Pods and will arrive at the lab on the same day, at no extra cost. Please check your T&Cs before completing the form as not all of our tickets are fully refundable. Before you fill out one of the forms, please remember we can only accept and process your refund if: Youre eligible for a refund in line with our refund policy. ExpressTestofferRapid Antigen tests with results in 30 mins. 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 customers 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. . If the new ticket price is greater than the voucher value, you just need to pay the difference in fare. Register for your appointment with Collinson. If your final destination is outside the UK, please check what COVID-19 entry requirements apply, as many countries still have measures in place: https://virg.in/ZAdL. If you are entitled to a refund, it will be made according to the original form of payment. Also, this one's just for making changes to your date or destination, so if you need help with anything else,pleaselog intoMy booking. You will find our contact details on our Help Centre. Replacement customers are permitted per ticket within a PNR. You booked directly with Virgin Atlantic, and not a travel agent or third party company. If you are calling from outside the UK please remember that mobile roaming charges are usually more costly and therefore consider using a landline to a local number instead. Bookings made by credit card or debit card no longer incur a fee. This method is often calledan Antibody testbecause it looks forantibodies in your blood from a vaccine or having previously fought off the Covid-19 infection. You can only use your Travel Voucher to book a flight with us. It was the only airline threatened with action by the regulator, which reviewed. If you've yet to hear from Virgin Atlantic, you can contact the airline online or via its disrupted flights contact number on 0344 209 8711. The vaccination proof used will depend on where the approved vaccine(s) were administered. Our guide to Covid-19 testing for travel. This page explains the options you can expect to be given by airline staff, and your rights according to Regulation EC261/2004 when your flight is cancelled, or delayed. Virgin Atlantic said: "We recognise that at the height of the pandemic, the huge volume of refund requests we received, combined with the constraints on our teams and systems, meant that. Privacy policy | When you book to travel any time up to 31st December 2022, you can make up to two date changes* and one name change** free of charge (if youd like someone else to benefit from your ticket). Did you book with a travel agent? Were here to help. Re-book onto another flight In some cases, it means they are waiting for long . Applicable to customers whose flights have been impacted by: - A change that causes a misconnection on a through ticket, Rebook using the same booking class, in the same cabin, with the same origin and destination. If youd like to rebook instead, were here to support you. For all flights, make sure you understand the Conditions of Carriage and for package holidays, the terms and conditions will set out your options. Bookings made by credit card or debit card no longer incur a fee. Reissue the original ticket/s to the new PNR collecting all TSP where applicable. Are you currently away from home? (c)If your Ticket is refundable, you have used part of it, and there is no relevant restriction on your Ticket, we will refund the difference between thefare, any carrier imposed charges and surcharges, taxes, fees and charges you have paid and thefare, any carrier imposed charges and surcharges, taxes, fees and charges relating to the unused portion of your Ticket. We encourage everyone to be respectful of fellow passengers mask preferences. If you don't use the whole value of your Travel Voucher when making a new booking, we will give you a cash refund of the residual value. Compensation shall not apply to passengers travelling free of charge or at a reduced fare not available directly or indirectly to the public. Compensation claims can not be processed at the airport. Privacy policy | Subject to availability in the same ticket class, any additional fare or seasonal supplements will be collected. Contact forms | Virgin Atlantic help centre. Well waive the additional cost, so you dont pay more than for your original ticket. If you do need to get in touch, just choose the method that suits you best - by completing a contact form, sending us a message, or giving us a call. Virgin Atlantic policies Conditions of carriage Article 10 Refunds 10.1 Refundable Tickets (a) Some Tickets are sold at discounted fares and may be partly or completely non-refundable if you cancel your booking. We want to make sure every part of your experience with us is amazing, from researching where and when to fly and choosing the best ticket, to letting you know your options if your plans change or go astray. Plans change. Mine 28th, so they won't consider issuing a refund until after Saturday 25th - which to me seems like delay tactics. If you are requesting a refund because you are dissatisfied with a change that Virgin Atlantic has made to your flight, please note that if your flight is still scheduled to operate under the same flight number and your change is less than 3 hours, your refund will be calculated as per the fare rules. Governmental restrictions and requirements (travel ban and/or cancellation of a travel visa). Onboard and at the airport, together with our partners were committed to providing a safe and controlled environment, with robust and proportionate steps to minimise the risk of Covid-19 transmission. If your flight was cancelled, contact your travel agent or travel provider or tour operator to rebook on the next available flight. Virgin Atlantic, which secured a rescue deal to secure its future during the pandemic, said a backlog of refunds was completed in November and apologised. For all new bookings from 24 June onwards, our terms and conditions will set out your options to rebook or cancel your holiday. Use our new WhatsApp service. Our flexible booking policy (replaced by new policy 5th February 2021). . 4th Jan 19th July2021(this date is subject to change). This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher. Customers wishing to travel from/to an alternative destination on a VS/VS* service may be subject to TSP but will not be charged any change fee provided new travel dates are within the permitted travel period. In certain circumstances regulations may require airlines to pay financial compensation to customers if their flight is cancelled within 14 days of departure or delayed more than three hours. Your Travel Voucher has the same value as your original booking. If you have opted to receive your Travel Voucher following a cancelled flight, and you dont use the whole value of your Travel Voucher when making a new booking, you are entitled to a cash refund of the residual value. Email: refunds.hq@fly.virgin.com This will result in the whole value of theOpen Ticketbeing non-refundable. Check out the latest travel restrictions and requirements for the places you want to go. This type of test is often called PCR (polymerase chain reaction) or LAMP (loop-mediated isothermal amplification). (a) If you have bought a non-refundable Ticket, you should take out travel insurance in case you need to cancel. To rebook your flight, simply complete the Rebook self-service form and follow the instructions. Virgin still refusing to do anything with my request for refund - when was your flight scheduled for? If you made your booking through a third party or travel agent, please contact them directly to discuss your options. Depending on your destination, you'll likely need to have a negative test result before you can fly. While test results can be turned around very quickly, antibody testing is not typically used to screen people before travelling to another country. Post your sample using the included pre-paid return envelope. Do bear in mind that any new travel arrangements are subject to availability, and there may be a difference to pay if you change your dates or cabin, and the new ticket price is higher. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF Virgin Atlantic Holidays customers already on holiday should make immediate contact with their nearest Virgin Atlantic Holidays representative. When the customers provide the new name follow the steps below. Crawley (b) We will pay the refund in the same currency that was used to pay for the Ticket, unless we agree otherwise. Virgin Atlantic COVID-19 Cover policy details This policy covers every existing Virgin Atlantic booking, as well as new reservations made for travel between Aug. 24, 2020 to Mar. Unless customers areaffected by events beyond control (see below), Definition of events beyond your control, Positive COVID-19 tests and instructed to self-isolate by the NHS or local health authorities, Unable to board return flight due to requiring to quarantine at destination, Governmental restrictions and requirements (travel ban and/or cancellation of a travel visa). Book your appointment ororder your home test online by 2pm for DPD Next Day Delivery. If you made your booking between 16th February 2022 and 23rd June 2022, you will be eligible to request a travel voucher, if your original travel date is on or before 31st August 2022. Accessibility | You can even make a booking for someone else using your Travel Voucher. Please include a daytime phone number. Will customers who felt badly treated this year rebook with the firms that they feel that let them down? 1. You can cancel and receive a voucher up to four weeks before travel, however please note the earlier you contact us the less likely there will be non-changeable aspects from third parties. The attestation form is available here or for added convenience, you can complete this digital attestation form. These popular help topics will help you find out what you need to know before you go. Virgin Atlantic Holidays customers in the UK should contact the Virgin Atlantic Holidays team directly during normal office hours on +44 (0) 1293 496883. If youre contacting us from the US outside of these hours, you can log into your booking and use the chat button on the bottom right of the page up until 8pm Pacific Standard Time. If were unable to rebook you, you may be able to claim a refund which will be credited to the original form of payment. Bookings made by credit card or debit card no longer incur a fee. Voucher terms and conditions can be found here. Read more to find out your rights about cancelled and delayed flights (According to Regulation EC261/2004). How we can help when your flight is cancelled or delayed. With restrictions easing and travel becoming easier once again, for all new bookings from 24 June 2022 onwards, the terms to change your booking will depend on your type of ticket. When the flights were cancelled in May we requested a refund as, at the ages of 72 and 74, and with health conditions, we could not be certain of our future ability to fly and were therefore unable to accept credits.Many months on we are still waiting. Effective immediately (Tuesday 19 April), face masks will be a personal choice for our customers and people travelling in either direction between the UK and the United States. If youve booked directly with Virgin Atlantic and you are ready to rebook, then you will need to get in touch for some help. If new travel is from 01 Jun 2021, fare difference charges may apply with no refund if new fare is lower. This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher. Except where expressly stated in these terms and conditions, your Travel Voucher is non-refundable and cannot be renewed or converted to cash at any time (even if the original flight is subsequently cancelled). Did you book directly with us on the phone or online? Please send us as much relevant supporting information as you can, including: Read more about the EC Care Package (Regulation EC 261/2004). If you purchased your ticket through a travel agent or another airline, youll need to apply for your refund with them directly, as we wont be able to process it for you. From the start of the pandemic we quickly adjusted our policies for flight and package holiday bookings to provide as much flexibility as possible for our customers, including unlimited fee-free changes, recognising that Covid-19 created uncertainty for international travel. If your flight is scheduled to operate and youre unable to travel, you may find the best option is to rebook your ticket. You'll then be sent a refund request number, which Virgin says could take seven to 10 days. Join Flying Club for free and earn Virgin Points on every Virgin Atlantic flight, and redeem them on fabulous rewards like upgrades, flights and much more. We understand that you may be unsure of your travel plans. If you booked before 03 Mar 2021 and would like to make a change, check our previous flexible booking policy at the bottom of this page. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF Generally, the longer it takes to process the test results, the more accurate it is. Alternatively, you can give yourself more time to pay by postponing your holiday to a later date. Privacy policy | If your flight was cancelled and you wish to claim a refund of the unused part or parts, please take a look at our advice on claiming a refund: Otherwise, if you have a paper ticket, please cancel your booking and provide us with a brief explanation of your refund request and return your unused paper ticket(s) to Virgin Atlantic Airways: Virgin Atlantic - Care Fleming Way When you book to travel any time up to 31 Dec 2022, you can make unlimited date changes* and one name change free of charge** (if youd like someone else to benefit from your ticket). It said 84% of Virgin customers surveyed were dissatisfied with the customer service they received. We received this letter in late December long after the companys boss said all refunds would be paid. We've all got baggage. In 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, the terms of the European Union's Regulation (EC) No 261/2004 may apply. Whether it's amending your flight dates, finding out the latest travel advice, managing your Flying Club account or something else altogether - you'll be able to quickly self-serve many common conundrums right here. The options available to you may differ slightly depending on when you made your flight booking, and the type of ticket you have. However, requirements differ by country, so we've created a checklist to help you find everything you'll need, should you need a test. We've launched our new web messaging service. You may not need to pay any difference in the fare either see the table below for more on that. This list will expand as regulatory requirements for destinations allow. Virgin Atlantic, meanwhile, made customers wait up to 120 days for a refund, the CAA said in its July report. Travel advice . Its important that you make any changes before the date you were originally due to fly, or we wont be able to amend your booking. Carry proof of your negative test result with you throughout your journey, as it will be needed at check in and when you arrive in your destination. Subject to the availability of seats in the cabin originally purchased, at no additional cost. Sorry, we don't seem to have a refund request based on the details you entered. Terms and conditions | It will be interesting to see how airline passengers, and holidaymakers in general, behave when things return to normal. Everything you need to know before you go. Regardless of vaccination status, youll no longer require a test, wont need to show proof of vaccination, or complete a Passenger Locator Form. Privacy policy | . This method looks for proteins from the virus rather than molecular or genetic indicators. You may also wish to Claim money for delay or cancellation. Depart and Return Calendar Use enter to open, escape to close the calendar, page down for next month and page up for previous month, Depart date not selected Return date not selected Depart Return Bookings made by credit card or debit card no longer incur a fee. You have your 6-digit alphanumeric booking reference starting with A to G (e.g. You can cancel your holiday for one of our holiday vouchers instead up until four weeks before you fly. Change fees and TSP as per rebooking policies above. Accessibility | Welcome to help centre. Accessibility | With so many different requirements and test providers to choose from, it can difficult to know where to start. The ability to make unlimited date changes without admin fees applies to Virgin Atlantic bookings made between 3rdMarch 2021 and 23rd June 2022. When your customers provide new travel dates: If you're unable to reissue the original ticket, please update SI field with the original ticket number: Tickets must be issued on/before revised travel date. Canadian tariffs. Find your voucher inManage my booking, make a note of the unique code and head over to our websitewww.virginholidays.co.ukto start planning your next getaway. Refund policy Refund Policy Virgin Atlantic Global Refund Policy All refund transactions for tickets issued are to be managed via your GDS, including calculating, processing and reporting. If you need to make a change to your booking, please visit our rebooking bot and web messaging service. Submission and publication of all letters is subject to our terms and conditions, Original reporting and incisive analysis, direct from the Guardian every morning, 2023 Guardian News & Media Limited or its affiliated companies. If you dont need to call us straight away please wait until call holding times reduce. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF Once we receive and action your request, well update your booking and send youconfirmation.

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