Virgin Atlantic Refund Policy
Virgin Atlantic’s refund policy ensures that refund requests are handled fairly, transparently, and in accordance with fare rules, ticket status, and applicable legal/regulatory requirements. This policy covers when refunds are available, what elements of the ticket are refundable, how to request them, and the timeframes involved.
Eligibility for Refunds
Refunds are possible in the following cases:
- Tickets that are unused.
- Tickets that are partially used (i.e., some sectors flown, remainder unused).
- Cancellations made within 24 hours of ticketing (before midnight the day after the ticket is issued), provided other refund conditions are met.
- Refunds due to bereavement (passenger or qualifying relative deceased) subject to documentation and fare‐conditions.
- Refunds due to Virgin Atlantic schedule changes (flight cancelled or significantly changed).
- Refunds approved via waiver by Virgin Atlantic Sales Support in special circumstances outside standard ticket rules.
What Parts Are Refundable
- Government and airport taxes are generally refundable, even on non-refundable fare tickets.
- On non-refundable tickets, base fare and carrier surcharges (fuel, insurance) such as YQ / YR are typically not
- On “refundable with fee” tickets: fare minus cancellation fee is refundable; surcharges may or may not be refundable depending on fare rules.
- On fully flexible tickets: fare, surcharges (e.g. YQ / YR), and all applicable taxes & charges are refundable.
Partial Use / Residual Value
- When part of the journey is used and the rest is unused, refund calculation must take into account the fare for the used portion.
- If the fare for the used portion (one-way/onward) is higher than the original ticket, there is no residual refund.
Fees and Deductions
- An administration fee (~ GBP 30 per ticket) may be applied for certain refund requests processed via BSP / ARC under specific conditions.
- Cancellation fees as per fare rules apply; they may be flat fees or percentage based.
- Surcharges (fuel, insurance etc.) are often non-refundable unless the fare rules or ticket type allow.
How to Request a Refund
Refunds can be requested via:
1. Manage My Booking / Website / App
- Using Virgin Atlantic’s “Refund form” for bookings made directly.
- If the fare rules / booking type allow, submitting the refund request and getting an estimate of refund due.
2. Contact Form
If booking was via a travel agent, other airline, or third party, refunds may need to be routed through Contact Form.
3. Refund for Extra Items
- Extras such as seat upgrades, ancillary services, excess baggage etc. can also be refunded (if applicable under fare conditions) via specific refund channels.
Contact for Refund Requests
Virgin Atlantic provides dedicated online channels to simplify the refund process. All refund applications must be submitted through the official contact forms, ensuring accuracy and faster processing. If your ticket was purchased directly with Virgin Atlantic, or if you are requesting a refund for extras such as seats, baggage, or upgrades, you can complete the Ticket Refunds / Extras Refunds Form online.
For agents or passengers in the United States who are unable to process refunds through the GDS, Virgin Atlantic accepts submissions via the ARC Refund Application Form.
If you require additional guidance on how to complete or submit a refund request, detailed step-by-step instructions are available on the Refund Application Instructions Page. Using these official forms ensures your request is directed to the correct department and processed in the shortest possible time.
Special Cases & Disruptions
- If a flight is cancelled, or there is a schedule change exceeding certain thresholds (e.g. more than 5 hours or cancelled outright), refunds of unused parts are available.
- If there is a disruption (delay, cancellation, etc.), and if one chooses not to take the rebooked flight (or the schedule change is not acceptable), a refund of the unused portion is possible.
Processing Timeframes
- After a refund request is accepted, Virgin Atlantic sends a confirmation email within 7 working days.
- Then, the payment to the customer may take up to 14 additional working days, depending on the payment method / financial institution. For many credit/debit card refunds, the time is often less (3-5 working days), but in some cases can take the full 14.
Important Conditions & Limitations
- If the booking was made via a travel agent or third party, refunds may need to be pursued through that agent. Virgin Atlantic may not directly process those in some cases.
- If parts of the ticket or journey have changed, or the fare rules have been modified (due to rebooking, etc.), refund eligibility is determined based on the final fare conditions paid.
- If extras/upgrades/seats, etc., were paid for but not used (or service not delivered), refund requests for those may be submitted separately.
Refund Amount Calculations
- Refunds are calculated based on the fare rules applicable to the ticket at the time of purchase.
- Where cancellation fees apply, these are subtracted.
- For non-refundable tickets, only taxes, etc., are refundable.
- If a cancellation fee exceeds the fare value, the surplus may be offset against refundable taxes or surcharges.
Dispute, Delays, or Partial / Incorrect Refunds
- If a refund is partial or seems incorrect, there are channels to request a review/appeal. Details may need ticket numbers, booking references, etc.
- There is a priority schedule for handling the backlog of refund requests: requests are processed in order of receipt, with older requests given priority.
