Replace original customer name with the newcustomer details withinyour original PNR, Reissue ticket using original fare in the new customer name, SI VS REPLACEMENT PAX DUE TO COVID19 06MAY21, For itineraries with other airlines included, Create a new PNR for the replacement customer using a fare valid at time of creation, Refund original ticket which will be credited to original form of payment, Update the SI field with the following information. Name changes can only be applied on tickets that have not yet been used for travel, this does not extend to part travelled tickets. If you cancel a booking made using a Travel Voucher, any refund will be issued in accordance with our Conditions of Carriage and the relevant fare rules. 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. 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. 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. While test results can be turned around very quickly, antibody testing is not typically used to screen people before travelling to another country. Claim a refund: If we're unable to rebook you, you may be able to claim a refund which will be credited to the original form of payment. Refunds | Conditions of carriage | Policies - Virgin Atlantic It is our intention to make sure passengers from cancelled flight get to their destination at the earliest opportunity. If you've got a question about your Virgin Atlantic Holidays booking or Virgin Atlantic flight, you'll find the answer here. Did you book directly with us on the phone or online? Find out more Our partnership with Delta Air Lines Connect to the UK from over 200 US cities thanks to our partnership with Delta. 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. 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. Please contact your tour operator before you cancel your booking. Passengers on through tickets involving other carriers must notify us before travel commences. Read more to find out your rights about cancelled and delayed flights (According to Regulation EC261/2004). If your flights are cancelled please refer to ourflight disruptionspage for more information, or refer to yourcancellation options. Once the lab has your sample, you'll be notified of the result within 24 hours. 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. Virgin Atlantic help centre Travel advice USA travel advice USA travel advice. 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. Re-book onto another flight Cookie statement | 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. 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. Cookie statement | But if you have a specific flight or booking related query, drop us a line. This policy is in place for customers and crew, only on routes where international regulations around mask-wearing do not apply. You will find our contact details on our Help Centre. If you booked through a travel agent or third party, please contact them directly for your options. This aligns with our existing mask policy on services between the UK and the Caribbean. You have your 6-digit alphanumeric booking reference starting with A to G (e.g. If the new ticket price is greater than the voucher value, you just need to pay the difference in fare. Refund form | Contact forms | Virgin Atlantic help centre You can visit Rebook Me form,where you will find details on how to access our rebooking bot and web messaging service. Rapid PCR tests are also now available with results within 3 hours. We will not deduct an administration feeto make this refund. New ticket must be issued, and original ticket refunded on/before revised travel date. Once we receive and action your request, well update your booking and send youconfirmation. Terms and conditions | 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). A booking for a third party using your Travel Voucher must be made at least seven days before departure. Virgin Atlantic help centre Claim a refund for flight disruption If your flight has been cancelled or impacted by changes to our schedule If your flight has been cancelled or impacted by changes to our schedule Are you currently away from home? If your flight has been cancelled or impacted - Virgin Atlantic This policy applies to bookings made on or after 03 Mar 2021 until 15th February 2022. We welcome letters but cannot answer individually. 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. How can we get a refund from Virgin Atlantic? - The Guardian Your Travel Voucher is valid until 31st December 2023. No refund on residual value of open tickets. If your ticket was issued by a Travel Agent, please contact them to request a refund. Your flight number will begin with the letters "VS". Virgin Atlantic boss promises refunds will be paid by end of - The Sun 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. If you do need a test you can find details ofrecommended Covid-19 test providers here. If you still want . You can rebook to travel any time up to 31st December 2023. Customers wishing to travel to the same destination via a different departure airport. Fly Ready - Virgin Atlantic with customers simply required to pay the difference or issued a refund. You'll need your booking number so the Virgin Atlantic . Canadian tariffs. Canadian tariffs. Bookings made by credit card or debit card no longer incur a fee. 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. Find out what you can and can't take with you on your flight. Crawley You could try complaining to Virgin. This can be done by calling our Customer Centre or online by logging into. Terms and conditions | Waived rebook onto any available VS/VS* flights in the same cabin. All of our attempts to contact the company have met with no response. 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). Virgin still refusing to do anything with my request for refund - when was your flight scheduled for? This method checks if you have immunity against Covid-19 but can't tell you if you currently have the virus. We understand that the ever-changing travel restrictions can make planning your trip difficult, so weve got you covered. Bookings made by credit card or debit card no longer incur a fee. Virgin Holidays Refunds for Covid-19: How Much Paid? When Are They Partnering with Prenetics, a leading Covid-19 testing provider, Virgin Atlantic is offering customers easy and competitively priced at-home testing packages, tailored to your Virgin Atlantic destination where at-home tests are accepted. Virgin Atlantic Covid Flexibility Policy Issued 1 June 2022 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. As of 12 June 2022, US citizens and legal permanent residents do not need to complete a Passenger Disclosure and Attestation form or provide. The vaccination proof used will depend on where the approved vaccine(s) were administered. 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. Please bear in mind that our standard cancellationterms and conditionsapply, and you may only be eligible for a partial refund. Cookie statement | A3B2DE). Cookie statement | Accessibility | 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.. 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. The mask rules that apply will depend on the route youre flying, because requirements differ by market. Canadian tariffs. Even if you have a refundable ticket, or are unable to travel due to an Event beyond your Control, we may refuse a refund if: (a) you have asked for a refund after the end of the validity period for your Ticket (see Article 7); (b) when you arrived in a country, you presented your Ticket to us, or to government officials, as evidence of your intention to leave that country, unless you prove to us that you have permission to stay in the country or you will leave that country on another airline or another form of transport; or. 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. Contact forms. We will not deduct an administration fee to make this refund. Your Travel Voucher cannot be used to buy tickets for group bookings, other products such as seats or excess baggage or used at the airport. For all flights, make sure you understand theConditions of Carriageand for package holidays, theterms and conditionswill set out your options. You booked directly with Virgin Atlantic, and not a travel agent or third party company. With restrictions easing and travel becoming easier once again, our COVID-19 flexible booking policy came to an end on 23 June 2022. Limited exceptionsto the COVID-19 vaccination requirement apply: There are a very limited set of circumstances where a non-vaccinated adult foreign national can enter the US. Our travel advice pages have all the latest entry requirements for all the destinations we fly to, including which types of Covid-19 tests will be accepted. If your Virgin Atlantic Holiday is planned to go ahead. You can contact us via WhatsApp Web if you're on a desktop, or your normal app on your mobile. Are you travelling with Virgin Atlantic Holidays? Fare difference may apply. For more detailed information about your package holiday rights, please head over to the Virgin Atlantic Holidays website. 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. We are at a loss to know what to do.DC, Basildon. 10.4General information relating to refunds. Refund policy . Virgin Atlantic Holidays customers in the UK should contact the Virgin Atlantic Holidays team directly during normal office hours on +44 (0) 1293 496883. Project Screen offer all PCR and Lateral Flow Antigen Home Tests, includingObserved PCR Testsvia a Telehealth consultation at home or at one of their Test Pods in 25+ UK locations. Book flights with Virgin Atlantic Create a new PNR. Contact your bank and ask for chargeback and state that Virgin Atlantic are stalling and giving you the run around. Find out which type of Covid-19 test you need. About Virgin Atlantic For travel from 01 Jun 21, fare difference applies with no refund if new fare is lower. You can request a refund as part of the options available when you log into Manage My Booking. If your flight is scheduled to operate and youre unable to travel, you may find the best option is to rebook your ticket. 120 for Premium These policies apply to all ticket types (including those that would normally be non-changeable) and all booking classes (including Economy Light) on all routes in Virgin Atlantics international network, and for tickets booked with us on our codeshare flights - including our partners Delta, Air France and KLM. You can also check thecheck the status of your flights here. Regardless of vaccination status, youll no longer require a test, wont need to show proof of vaccination, or complete a Passenger Locator Form. 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. Virgin Atlantic, meanwhile, made customers wait up to 120 days for a refund, the CAA said in its July report. (modern). We are owed 1,163 for cancelled flights and have been waiting for many months. Accessibility | Replacement customers are permitted per ticket within a PNR. So we've sorted out the antigens from the antibodies to help you book the right test with one of our trusted partners. 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. Virgin Atlantic Holidays customers already on holiday should make immediate contact with their nearest Virgin Atlantic Holidays representative. If your destination accepts at-home tests, we also have easy and convenient testing bundles available with our partner Prenetics via this dedicated microsite, where you can search the country youre flying to and it will present all the tests you need, in one simple purchase, delivered to your door. To make a change to your holiday booking, please contact us. You can even make a booking for someone else using your Travel Voucher. How to get a refund from Virgin Atlantic as airline confirms new With so many different requirements and test providers to choose from, it can difficult to know where to start. If the new TSP is greater than the Open Ticket value, the difference in TSP must be paid. Your Travel Voucher cannot be used towards a Virgin Holidays bookings. 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 Terms and conditions | The US Passenger Disclosure and Attestation is a mandatory form for non-US citizens (aged 2 years or older) arriving by air to the United States. With these barriers to travel removed, we believe the time is right to ease the Covid-19 flexible booking policies for Virgin Atlantic Airways and Virgin Atlantic Holidays on all new bookings fromJune 24, 2022. No change fee will be charged, however TSP may apply, please refer to the applicable table as per ticketed date, For details of re-routing onto AF, KL or DLplease check our class mapping information. *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. We've launched our new web messaging service. Presumably if they go under I won't get anything and I just think that's wrong. Please send us as much relevant supporting information as you can, including: Read more about the EC Care Package (Regulation EC 261/2004). Requirements to enter the United States by air from 12 June 2022: US citizens and legal permanent residents. Use our new WhatsApp service. 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. Our flexible booking policy (replaced by new policy 5th February 2021). 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. Did you book with a travel agent? Refunds permitted should one of the following apply: 2. Fare difference is waived if within Subject to the terms and conditions of your ticket, a refund can be requested for any additional extras you have paid for related to the flight. Take a Virgin Atlantic flight to your destination at a later date convenient to you, subject to availability of seats in the same ticket class. 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). . Your booking reference number (It will be six characters with a mixture of numbers and letters, e.g. If you booked withVirgin Holidays, or through another website or travel agent, please contact them directly for your options. This policy is to allow for more flexibility if your plans change. Should the original documentation become lost or mislaid please. We've all got baggage. This will result in the whole value of theOpen Ticketbeing non-refundable. . This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher. The package holiday arm of Virgin Atlantic Airways Ltd. agreed to complete refunds totaling 203 million pounds ($265 million) to 53,000 claimants, the Competition and Markets Authority said Friday . Virgin Atlantic - COVID-19 - anyone managed to get a refund? Please note, if your flight has not been cancelled then you may not be eligible to request a refund and you should refer to our conditions of carriage. If youve missed a payment or just need a little more time, don't worry. It points you in the right direction for booking a new flight, it offers you help with making your insurance claim, or making a claim for compensation. From bulkheads to exit rows, here's all you need to know about seating on board our aircraft. 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. You cannot combine a Travel Voucher with any other voucher issued by our Customer Care team. It also includes Flying Club redemption bookings. Persons on diplomatic or official foreign government travel, Persons with documented medical contraindications to receiving a COVID-19 vaccine, Participants in certain COVID-19 vaccine trials, Persons issued a humanitarian or emergency exception, Persons with valid visas [excluding B-1 (business) or B-2 (tourism) visas] who are citizens of a foreign country with limited COVID-19 vaccine availability, Members of the U.S. Armed Forces or their spouses or children (under 18 years of age), Sea crew members traveling with to a C-1 and Dnon-immigrantvisa. Travel advice . Cancellations and refunds. Pre-travel advice guide. Together, all of these measures ensure the aircraft environment is a very safe place to be. Your Travel Voucher will be in the same currency as your original booking. 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. Customers opting for Open Ticket are accepting a credit for future travel which will waive all previous T&Cs of the original ticket. Covid-19 Help Hub | Virgin Atlantic Holidays Customers bookedon or before 11th March 2020 that have since changed their travel plans, resulting in a new ticket issue date, will still be entitled to a refund, Refunds must be processed via GDS please refer to our refunds policy clickhere, 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF You dont have to decide right now; you can convert to a Travel Voucher which can be used up until 31 December 2023. Canadian tariffs. If you booked direct, please contact us to rebook. However, if you have already commenced travel, then the Travel Voucher is non-transferrable. 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. You may also wish to Claim money for delay or cancellation. Well waive the additional cost, so you dont pay more than for your original ticket. We left a WhatsApp text as requested but still nothing. We received this letter in late December long after the companys boss said all refunds would be paid. See more More legroom, more style Depending on your destination, you'll likely need to have a negative test result before you can fly. If you need flexibility, make sure you pick a Ticket type which suits your needs. It will be interesting to see how airline passengers, and holidaymakers in general, behave when things return to normal. visa, if applicable. There are three main testing methods that look for different elements of the virus. There's no need to contact us right now. 4th Jan 19th July2021(this date is subject to change). Where we have cancelled your flight, you will be eligible for a refund and can complete one form to request a refund for everyone in your booking. Canadian tariffs. 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 | Cookie statement | Just ask. 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. It said 84% of Virgin customers surveyed were dissatisfied with the customer service they received. We feel we have been patient, accepting the situation faced by the airline. You can only use your Travel Voucher to book a flight with us. If you booked through a travel agent or another third party please contact them directly. Bookings made by credit card or debit card no longer incur a fee. Once a refund has been processed it will be returned to the original form(s) of payment. You can get in touch using ouronline contact form. Bookings made by credit card or debit card no longer incur a fee. Canadian tariffs. Your itinerary has been emailed to the following address. For all new bookings from 24 June onwards, our terms and conditions will set out your options to rebook or cancel your holiday. As the name suggests, rapid tests don't require a lab for processing and offer the fastest results. Claim a refund for your seats/upgrades/excess baggage. Get ready to fly. You can make a booking on behalf of someone else using your Travel Voucher, unless you have already commenced travel. (a) If you have bought a non-refundable Ticket, you should take out travel insurance in case you need to cancel. We're always on hand to help - Whenever and however you need us. 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). Generally, the longer it takes to process the test results, the more accurate it is. Reissue the original ticket/s to the new PNR collecting all TSP where applicable. Bookings made by credit card or debit card no longer incur a fee. . More next week. Everything you need to know before you head to the airport, from the latest travel restrictions and alerts to visa requirements and USA airport guides. 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 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. This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher. Here, the 'clock' will start once an adviser has confirmed the refund request.