A refund of your flight booking based upon the terms and conditions of your ticket. Once the lab has your sample, you'll be notified of the result within 24 hours. 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. Mine 28th, so they won't consider issuing a refund until after Saturday 25th - which to me seems like delay tactics. 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. Terms and conditions | Note: US citizens and legal permanent residents do not need to complete a Passenger Disclosure and Attestation form or provide Covid-19 credentials. The statutory loss for 2021 narrowed . The VirginAtlantic Holidays team are here seven days a week and we're ready to help. It also includes Flying Club redemption bookings. Virgin Atlantic Holidays customers already on holiday should make immediate contact with their nearest Virgin Atlantic Holidays representative. You can only use your Travel Voucher to book a flight with us. Test Pods are open 8-12pm and 1-4pm, Mon-Fri (some locations are also open at the weekend). Generally, the longer it takes to process the test results, the more accurate it is. It will be interesting to see how airline passengers, and holidaymakers in general, behave when things return to normal. Last year was horrible for all of the airlines, but Virgin Atlantic had a particularly torrid time. 10.4General information relating to refunds. Well continue to help our customers book with confidence, with the ability to change plans if a customer tests positive for COVID-19 and previous flexible booking policies applicable based on the date of booking see below for earlier policies. If you made your booking on or after 24th June 2022, you are not eligible to request a travel voucher, in line with changes to our latest Commercial Policy. We're pleased to say that refund timeframes have returned to normal. 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. If your booking was made through a tour operator, travel agent or other airline, please contact them directly to discuss your options. To find out more pleasecontact us. We continue to help our customers book with confidence, with the ability to change plans if a customer tests positive for Covid-19 and previous flexible booking policies applicable based on the date of booking, but its also important that customers have adequate travel insurance. Itmust be completed within the 24 hours before departure. (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. You'll find the answer to most questions here. Register here, If your flight has been cancelled or impacted by changes to our schedule. Return to refunds Page . Privacy policy | It said 84% of Virgin customers surveyed were dissatisfied with the customer service they received. If you opt for the open ticket, we have some exclusive offers available to make your credit with us go even further. Passengers on through tickets involving other carriers must notify us before travel commences. 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. Many Virgin Atlantic flights have been cancelled in the Covid pandemic. Please check and try again. Your flight number will begin with the letters "VS". If your Virgin Atlantic Holiday is planned to go ahead. For travel from 01 Jun 21, fare difference applies with no refund if new fare is lower. The chief executive, Shai Weiss, said all refunds would be completed by the end of October, but not ours, seemingly. 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. Plans change. As ever, you should ensure you have adequate travel insurance for your trip. Everything you need to know about travelling with the family or children flying alone, Planning a group trip? You might need to allow up to 14 working days for the money to show in your account depending on your payment method and provider, or if theres a Bank Holiday. If you have received a Travel Voucher for any other reason, the residual value will be non-refundable. Log in to 'My booking' and look for the chat button to get started. 1. As customer demand increases were taking wide-ranging steps to uphold the customer experience and maintain operational resilience, so that your journey continues smoothly and as planned. If you dont need to call us straight away please wait until call holding times reduce. Please dont worry if it takes a few days to get back to you, just keep your booking reference safe. Just 13% for both airlines were happy with their experience. 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. A parent or other legal guardian may attest on behalf of a passenger aged 2 to 17 years. Your booking may also need to be re-fared to reflect the new itinerary please see Article 7.2 for more information. 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. How we can help when your flight is cancelled or delayed. Canadian tariffs. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF 1. Top tips to help you plan your journey and breeze through the airport. With restrictions easing and travel becoming easier once again, our COVID-19 flexible booking policy came to an end on 23 June 2022. If you still want to cancel, we understand. 1 You can contact us via WhatsApp Web if you're on a desktop, or your normal app on your mobile. This policy is in place for customers and crew, only on routes where international regulations around mask-wearing do not apply. Customers wishing to travel to the same destination via a different departure airport. This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher. Should we need to reschedule or cancel a flight, we will always be in touch with affected customers and provide your options, including rebooking or refund if we cancel your flight, prioritising those with the most imminent travel plans. If you would like to request a refund or a quote, you can do so by completing one of the forms below. Sorry, we don't seem to have a refund request based on the details you entered. But if you have a specific flight or booking related query, drop us a line. Claim a refund: If you booked withVirgin Holidays, or through another website or travel agent, please contact them directly for your options. You dont have to decide right now; you can convert to a Travel Voucher which can be used up until 31 December 2023. If you still want . 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. If the same booking class is not available, please rebook into the lowest available booking class in the same cabin. You can even make a booking for someone else using your Travel Voucher. For all new bookings from 24 June 2022 onwards, the terms to change your booking will depend on your type of ticket. Crawley . You will find our contact details on our Help Centre. 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? In January 2020 we paid 1,163 to Virgin Atlantic for return flights for a July visit to see our grandchildren in Boston. Virgin Atlantic Holidays customers in the UK should contact the Virgin Atlantic Holidays team directly during normal office hours on +44 (0) 344 739 6300, If you booked a Flight + Hotel package call our dedicated team on+44 (0) 0344 557 5850. The options available to you may differ slightly depending on when you made your flight booking, and the type of ticket you have. 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). The mask rules that apply will depend on the route youre flying, because requirements differ by market. The attestation form is available here or for added convenience, you can complete this digital attestation form. Passengers with connecting flights issued on separate tickets must make their own arrangements with the other carrier, including the payment of any additional costs and amendment fees. If you are entitled to a refund, it will be made according to the original form of payment. So we've sorted out the antigens from the antibodies to help you book the right test with one of our trusted partners. 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. Requirements to enter the United States by air from 12 June 2022: US citizens and legal permanent residents. Replacement customers are permitted per ticket within a PNR. if your new fare is 100 more than your original Economy ticket, we will waive 60 and youll just pay the 40 difference. More next week. Routes where face masks onboard are a personal choice: Services to or from the USA, Pakistan, Barbados, St Lucia, Antigua, Grenada, The Bahamas, Jamaica, St Vincent & The Grenadines, Trinidad & Tobago and Tel Aviv. 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). All foreign national visitors aged 18 or over to the US must be fully vaccinated (unless exempt) and present proof of full vaccination. 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. The removal of all remaining UK travel restrictions in March 2022 and easing of requirements in most of our destinations means travel is much easier once again. Due to the limited testing capacity at airports, we highly recommend booking an appointment in advance and arriving early at the airport to allow the extra time you need for your test to be processed. Fare difference applies. We welcome letters but cannot answer individually. You can also check thecheck the status of your flights here. 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. 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. This means that any amount paid for using the Travel Voucher will be issued as a new Travel Voucher. Fleming Way You are not entirely convinced, but are happy your money has been returned. Register for your appointment with Collinson. Everything you need to know before you go. Terms and conditions | Canadian tariffs. Your booking reference number (It will be six characters with a mixture of numbers and letters, e.g. You have your 6-digit alphanumeric booking reference starting with A to G (e.g. 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. (a) Some Tickets are sold at discounted fares and may be partly or completely non-refundable if you cancel your booking. Please send us as much relevant supporting information as you can, including: Read more about the EC Care Package (Regulation EC 261/2004). Are you travelling with Virgin Atlantic Holidays? 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. Rapid PCR tests are also now available with results within 3 hours. 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. For all flights, make sure you understand the Conditions of Carriage and for package holidays, the terms and conditions will set out your options. 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. Fare difference may apply. 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. 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. Update the SI field with the following information: Please reissue tickets to include endorsement: Tickets must be re-issued on / before revised travel date, For bookings made on/before 11 Mar 20, refunds are allowed if customer is unable to travel due to an event beyond their control e.g. All flights booked using your customers Open Ticket must completed by 31 Dec 2023. It remains a dynamic time for International travel, and we continue to review our holiday schedules regularly and monitor the Covid-19 situation closely. All up to date details can be foundhere, and we will contact you directly if your booking is affected by any recent changes. 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. visa, if applicable. Prices from 17with up to 20% off for Virgin Atlantic customers. Testing for travel . national lockdowns, Waived if all travel is completed by 31 May 21, 01 Jun 21until 31 Dec 22: 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. Presumably if they go under I won't get anything and I just think that's wrong. If the new ticket price is greater than the Travel Voucher value, the difference must be paid. You can use your Travel Voucher to purchase a new ticket combined with Flying Club points. Any additional fare cost will be charged. Re-book onto another flight All remaining COVID-19 restrictions will be removed for UK arrivals. You can also rebook on a Virgin Atlantic flight to another destination. Find out more Our partnership with Delta Air Lines Connect to the UK from over 200 US cities thanks to our partnership with Delta. Your itinerary has been emailed to the following address. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF We'll do everything we possibly can to keep any inconvenience to the minimum, and make any waiting time as comfortable and stress-free as possible. You will find our contact details on our Help Centre.. Alternatively, please contact your travel agent. 120 for Premium Bookings made by credit card or debit card no longer incur a fee. You can get in touch using ouronline contact form. Reissue the original ticket/s to the new PNR collecting all TSP where applicable. Contact your bank and ask for chargeback and state that Virgin Atlantic are stalling and giving you the run around. 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. 3) Can't wait for your cash back? 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. Governmental restrictions and requirements (travel ban and/or cancellation of a travel visa). 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF 4th Jan 19th July2021(this date is subject to change). If your flight has been cancelled by us, you can choose an alternative flight under comparable transport conditions, on a date at your convenience, to get you to your final destination. If your ticket was issued by a Travel Agent, please contact them to request a refund. 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. Pre-travel advice guide. Cookie statement | Regardless of vaccination status, youll no longer require a test, wont need to show proof of vaccination, or complete a Passenger Locator Form. 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. . Subject to availability in the same ticket class, any additional fare or seasonal supplements will be collected. 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). Use our new WhatsApp service. If you need flexibility, make sure you pick a Ticket type which suits your needs. Please have your booking reference to hand when you contact us. Once a refund has been processed it will be returned to the original form(s) of payment. Our team may ask you to show a formal notification of your exemption in the form of a certificate or letter signed by a suitably qualified health professional when you arrive at the airport. Did you book directly with us on the phone or online? Our flexible booking policy (replaced by new policy 5th February 2021). If your original booking was made prior to 24 June 2022, our flexible booking policy will apply and admin fees will be waived. Accessibility | Voucher terms and conditions can be found here. We received this letter in late December long after the companys boss said all refunds would be paid. We feel we have been patient, accepting the situation faced by the airline. Reward bookings - If your original booking was a Flying Club full reward booking, the value of your Travel Voucher will be the equivalent to the value of Flying Club points and taxes of your original booking. Prices from 31.50with promo codeVIRGIN21. Privacy policy | Your Travel Voucher cannot be used towards a Virgin Holidays bookings. Weve updated our rebooking policies below to ensure you have the flexibility you need with your upcoming travel plans. You'll just need to use your ticket by 31st December 2023. All rights reserved. Covid testing advice. If youre sure you meet the criteria, you must bring documentation as applicable, confirming eligibility. 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. You could try complaining to Virgin. It is the only airline threatened with action by the Civil Aviation. Book your appointment ororder your home test online by 2pm for DPD Next Day Delivery. 2022 Virgin Atlantic Airways Ltd. All rights reserved.Registered office: Registered office: The VHQ, Fleming Way, Crawley, West Sussex RH10 9DF Re-book on a Virgin Atlantic flight to/from another destination. Find out what you can and can't take with you on your flight. A growing number of airports are offering a streamlined travel experience with rapid in-person testing on site, providing accurate results while you wait for your flight. Change fees and TSP as per rebooking policies above. 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. 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. 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.
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