We welcome letters but cannot answer individually. For all new bookings from 24 June 2022 onwards, the terms to change your booking will depend on your type of ticket. If your destination requires it, you should complete your test and receive your fit-to-fly certificate before your international flight. Ensure you have a valid passport and ESTA (if eligible for the US Visa Waiver Program). 3) Can't wait for your cash back? It had processed about 550m of cash . Customers are eligible for a refund if their flight was/is still operating during these UK national lockdown periods (inclusive): Customers may also request a refund if a national lockdown was in place at their arrival destination, Original Booked Date - Bookings made up to and including 11th March 2020. In the UK, Project Screentake the stress out of finding which tests you need for travel. Top tips to help you plan your journey and breeze through the airport. Were here to help. Please check your T&Cs before completing the form as not all of our tickets are fully refundable. Refund policy . 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. Once weve received and accepted your refund request, well credit your refund within the normal timeframe to your original form(s) of payment. 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). Bookings made by credit card or debit card no longer incur a fee. United Kingdom. Terms and conditions | Persons whose entry would be in the national interest, as determined by the Secretary of State, Secretary of Transportation, or Secretary of Homeland Security (or their designees). We understand that the ever-changing travel restrictions can make planning your trip difficult, so weve got you covered. national lockdowns (see Refunds sectionfor details), This policy applies to all VS/VS* bookings,including unticketed, regardless of ticket type and includes fares that are usually non-changeable, Fare difference applies with no refund if new fare is lower. Pre-departure testing is required before flying to most of our destinations as it will help to keep you safe on the flight and limit Covid-19 being carried into the country you're visiting. PCR tests can take up to 48 hours as they must be processed in a lab, but offer very reliable results and are the most common test required for international travel. Once a refund has been processed it will be returned to the original form(s) of payment. We're pleased to say that refund timeframes have returned to normal. Following a continued easing of rules, most of our destinations do not require a Covid-19 test for entry, especially if you're fully vaccinated. If youre sure you meet the criteria, you must bring documentation as applicable, confirming eligibility. For all new bookings from 24 June onwards, our terms and conditions will set out your options to rebook or cancel your holiday. . How to rebook your flight using a travel voucher If you booked direct and changed your booking to a travel voucher due to travel restrictions related to Covid-19 you can rebook your flight by calling our Customer Centre or online by logging into My Booking or using our chat bot. You could try complaining to Virgin. Subject to seats being available in the same cabin and departure dates are within the permitted rebooking period, however any additional travel cost will be the responsibility of the customer. Cookie statement | Book your appointment ororder your home test online by 2pm for DPD Next Day Delivery. Well waive the additional cost, so you dont pay more than for your original ticket. Customers who booked on/before 11 Mar 20should be allowed a refund if impacted by governmental travel restrictions. 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. Email: refunds.hq@fly.virgin.com For direct bookings made via the Virgin Atlantic website or contact centre only; call our flight disruption line on: +44 (0) 344 209 7777 in the UK, or 1-800-862-8621 in the USA. Subject to availability in the same ticket class, any additional fare or seasonal supplements will be collected. Crawley Scotland:https://www.gov.scot/publications/coronavirus-covid-19-international-travel-quarantine, Northern Ireland:https://www.nidirect.gov.uk/articles/coronavirus-covid-19-international-travel-advice, Wales:https://gov.wales/arriving-wales-overseas. If you booked direct with us and chose to get a travel voucher because of Covid-19 travel restrictions, you can rebook by hitting the chat button right here, or by logging intoMy Booking. Passengers on package holidays must refer to their tour operators who may not operate the same policy. Last year was horrible for all of the airlines, but Virgin Atlantic had a particularly torrid time. We delivered on our previous timeframe commitments, except for a very small number of administrative issues, related primarily to outstanding bank details that were required from the customer to process the refund.. visa, if applicable. Read more about our Flight Disruption Policy. This type of test is often called PCR (polymerase chain reaction) or LAMP (loop-mediated isothermal amplification). Cookie statement | Its important that you make any changes before the date you were originally due to travel. If you travel without formal notification of your exemption, and choose not to wear a mask at the airport or onboard, you may not be permitted to travel with us at this time. All remaining COVID-19 restrictions were removed for UK arrivals on 18 March 2022. . 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. This can be done by calling our Customer Centre or online by logging into. You must provide contact information within 72 hours of departure. If you made your booking between 1st June 2020 and 15th February 2022, you will be eligible to request a travel voucher, if your original date of travel is on or before 31st December 2022. Opening hours: 09.00 - 12.00, Monday to Thursday. This will result in the whole value of theOpen Ticketbeing non-refundable. As ever, please ensure you have your passport and relevant documentation e.g. In some cases, it means they are waiting for long . If you need flexibility, make sure you pick a Ticket type which suits your needs. 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. 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. (b) If your Ticket is non-refundable and you do not use all or part of it, you can still apply a refund of: (ii) fees and charges imposed by a government, other authority or airport operator; and. Accessibility | Your Travel Voucher is valid until 31st December 2023. In the United States, the policies have changed dramatically after the COVID-19 pandemic, with some airlines wildly shifting policies. If your flight was part of an inclusive/package holiday please refer to your tour operator as they may not operate the same re-booking policies. Any applicable refunds relate to the airfare portion of the inclusive package, and not the whole cost of the holiday. 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). Fax: 01293 444456 Subject to the availability of seats in the cabin originally purchased, at no additional cost. Customers impacted by anevent beyond their control,for bookings made on or before 11thof March 2020. Collinsonoffer Rapid Antigen and Antibody tests with results within 60 mins. 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 . So we've sorted out the antigens from the antibodies to help you book the right test with one of our trusted partners. All airon board is filteredthrough highly effective, UK Government restrictions make it illegal to travel abroad, The Foreign, Commonwealth & Development Office (FCDO) advise against non-essential travel at the time you are due to travel, It becomes necessary to quarantine on arrival at your destination, Your holiday destination is placed on the Red List and it becomes necessary to quarantine at a managed quarantine hotel on your return to the UK. *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. Note: US citizens and legal permanent residents do not need to complete a Passenger Disclosure and Attestation form or provide Covid-19 credentials. You can easily add on additional . Your Travel Voucher will be in the same currency as your original booking. Just 13% for both airlines were happy with their experience. ***For one-way trips, apply 50% of the respective amounts. All foreign national visitors aged 18 or over to the US must be fully vaccinated (unless exempt) and present proof of full vaccination. 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. 1. If the same booking class is not available, please book into lowest available booking class in the same cabin, Route suspension: re-route onto other VS/VS* services in the same booking class and on the same flight dates. If your flight has been impacted by any of these changes, we'll proactively contact you with the alternative options available to you, including rebooking you where possible on to another of our services, departing on the same day, to ensure you can still travel as planned. Only one Travel Voucher can be used per passenger. It was the only airline threatened with action by the regulator, which reviewed. Routes where face masks onboard must be worn: For the following routes operating to or from the UK, masks are still required for customers aged 12 and above until further notice: Delhi, Hong Kong, Johannesburg, Lagos, Mumbai and Shanghai. Please contact your tour operator before you cancel your booking. Just ask. Bookings made by credit card or debit card no longer incur a fee. **Name changes can only be applied on tickets which have not yet been used for travel, this does not extend to part travelled tickets. Self-testing kits can be ordered online for delivery to your home and provide asafe and convenient testing method. For all of the attached guidance, fare and adcol refer to TSP, Where the passenger wishes to upgrade cabin, fare difference should be charged, Part travelled rebooking is permitted to an earlier date and minimum/maximum stay restrictions will be waived, Itineraries that include connections to or from other airlines, may be rebooked to travel in the same booking class, or, if original booking class isnt available, re-book in the lowest available class in the same cabin. Requirements to enter the United States by air from 12 June 2022: US citizens and legal permanent residents. You may attempt to request a refund by contacting a Virgin Atlantic representative on +44 (0) 344 874 7747. Contact forms. Youll be entitled to a full refund of your holiday within 14 days if: If your holiday is cancelled, you'll automatically receive a voucher, which can be used to book a new holiday up to 31st December 2023. Virgin Atlantic help centre. if your new fare is 100 more than your original Economy ticket, we will waive 60 and youll just pay the 40 difference. Privacy policy | With restrictions easing and travel becoming easier once again, our COVID-19 flexible booking policy came to an end on 23 June 2022. Please dont worry if it takes a few days to get back to you, just keep your booking reference safe. Canadian tariffs. 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. . If your travel date is on or after 1st September 2022, you will not be eligible to request a travel voucher, in line with our previous Commercial Policies. All remaining COVID-19 restrictions will be removed for UK arrivals. With so many different requirements and test providers to choose from, it can difficult to know where to start. We're always on hand to help - Whenever and however you need us. (e)We will refund any unused part of a Ticket in the event that a Passenger dies before completing the journey. Terms and conditions | Testing for travel . Your Travel Voucher cannot be used towards a Virgin Holidays bookings. However this requirement does not apply if the cause of the delay or cancellation was due to 'extraordinary circumstances' which include weather conditions and the closure of airports. Terms and conditions | Use our handy checklist to make sure you've got everything you need before arriving at the airport. Cookie statement | When you book to travel any time up to 31st December 2022, you can make unlimited date changes* and one name change free of charge** (if youd like someone else to benefit from your ticket). Here, the 'clock' will start once an adviser has confirmed the refund request. Our Flex fares offer added choice and weve extended the ability to pay for a change for any reason to Economy Light customers, ensuring that this summer and beyond, customers can pick the option that best suits them. You can only use your Travel Voucher to book a flight with us. For specific entries or formats, please refer to you GDS Helpdesk. We'll be in touch with you if your holiday is affected. (c) Even if you hold a non-refundable Ticket, we will refund the unused portion if you are entitled to a refund under Regulation 261/2004, other applicable laws or under an express right in these Conditions of Carriage. Mine 28th, so they won't consider issuing a refund until after Saturday 25th - which to me seems like delay tactics. 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. Read more to find out your rights about cancelled and delayed flights (According to Regulation EC261/2004). Claim a refund for your seats/upgrades/excess baggage. Privacy policy | We received this letter in late December long after the companys boss said all refunds would be paid. Terms and conditions | To speak to us about your options, pleasecontact us. Everything you need to know about travelling with the family or children flying alone, Planning a group trip? The options available to you may differ depending on when you are due to travel. As you would expect, our telephone lines can be busy and we sometimes have long call waiting times, for which we apologise. You booked directly with Virgin Atlantic, and not a travel agent or third party company. Privacy policy | If you booked before 06 Feb 2021 and would like to make a change, check our previous flexible booking policy at the bottom of this page. Cookie statement | If you are travelling on a reward ticket, the applicable booking class will need to be available on your new travel dates. 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. Some countries may also require a test to be taken after you land, which helps to shorten the time spent in quarantine. Get ready to fly. If you dont need to call us straight away please wait until call holding times reduce. 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. You'll need your booking number so the Virgin Atlantic . Fare difference may apply. For travel from 01 Jun 21, fare difference apply. As we learn to live with Covid-19, and with the legal requirement to wear a face mask now removed in the UK, at some airports and on certain routes, it is your personal choice whether you wear a face mask or not. Privacy policy | (a) Some Tickets are sold at discounted fares and may be partly or completely non-refundable if you cancel your booking. Once the lab has your sample, you'll be notified of the result within 24 hours. If your customer have opted to receive an Open Ticketfollowing a cancelled flight, and they dont use the whole value of theOpen Ticket when making a new booking, they are entitled to a cash refund of the residual value. A refund of your flight booking based upon the terms and conditions of your ticket.
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