Frequently Asked Questions

As you have booked accommodation or car hire in conjunction with your Virgin Atlantic flight, Virgin Holidays will fulfill your booking for you. As a result, you will benefit from an ATOL certificate, a scheme which offers you financial protection and ATOL assistance in the event of a travel company failure.

By post:

Virgin Holidays Ltd 
The VHQ 
Fleming Way 
Crawley 
West Sussex 
RH10 9DF

By Phone: 0344 472 9030

By e-mail: help.travelplus@virginholidays.com

Please note: to continue to improve our services, telephone calls may be recorded and/or randomly monitored.

If you are experiencing timeout errors this may be because our online booking system use cookies. If your security settings are set so that they refuse cookies, then the booking system will unfortunately not work.

Full payment must be made at time of booking.

Payment is by debit or credit card when you book. We accept MasterCard, Visa, American Express and Visa Debit.

We have a number of hotels that offer excellent facilities for customers with a disability. Look for the wheelchair symbol which denotes these hotels with descriptions of rooms they offer. There are only a small number of these rooms available, so please contact our Special Assistance team before you book on 0344 557 3998 to discuss its suitability.

Virgin Holidays Special Assistance Team can be contacted Monday-Friday 9.00am-5.30pm on 0344 557 3998 or e-mail special.assistance@virginholidays.com

Minimum/maximum occupancy refers to the minimum and maximum number of persons accepted into one room type. However, when selecting the number of rooms you require, please note that the maximum occupancy shown may exceed the number of adults accepted into one room. For example, a maximum occupancy of 5 persons may not accept 5 adults but will accept a maximum of 2 adults and 3 children.

At the end of the booking you will be allocated a booking reference number. Please print the page or write down the reference number. Shortly afterwards you will receive a confirmation e-mail as long as the e-mail address you have entered is correct. 

Yes. Virgin Holidays is committed to protecting your privacy online. We will not share your personal information without your consent unless when required by law. Click here for more information. Your credit card details are secure online as we use SSL (Secure Socket Layer) to encrypt your details as they are being sent back and forth across the internet.

The lead passenger on your booking can call our Customer Service Team on 0344 557 5850, quoting the booking reference. You will then be advised of the cost of the new arrangements, any applicable amendment charges, and a new invoice will be sent out to you once confirmed.

The lead passenger on your booking needs to notify us of the cancellation in writing, quoting the booking reference and the reasons for cancelling, if possible. We can accept cancellations over the phone by calling our customer service team on 0344 557 5850, we also accept cancellation request via email, you can contact our cancellation team at cancel@virginholidays.com

The lead passenger on your booking can call our Customer Service Team on 0344 557 5850.

The lead passenger on your booking can call our Customer Services Team on 0344 557 5850 who will be happy to assist you. You will then be re-invoiced showing your amended travel arrangements.

You can earn Flying Club points on your booking once travel is completed. You are not able to pay for your trip with your existing miles.

It is your responsibility to ensure that you have the correct documentation to travel, including a valid passport and appropriate visa (where required). You may not be permitted to board the flight should you not have the correct documentation.

Please send any post-travel correspondence in writing to:

Customer Relations Department
Virgin Holidays Ltd
The VHQ
Fleming Way
Crawley
West Sussex
RH10 9DF

Or contact us via email to homeandunhappy@virginholidays.com

We're glad to hear you had a great time on your travels! Please send any comments to:

Customer Relations Department
Virgin Holidays Ltd
The VHQ
Fleming Way
Crawley
West Sussex
RH10 9DF

Or contact us via email to thanks@virginholidays.com

To make sure that your holiday is enjoyable, we want to let you know about where you might need to take extra care. Take a look at our Travel Smart document.