virgin travel bank terms and conditions

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Welcome to Virgin Australia Travel Bank Travel Bank is an online account that allows customers to manage their credits with Virgin Australia. It has replaced the credit shells and vouchers that you may be familiar with. For more detailed information regarding Travel Bank and your credits, visit the FAQ Page. If you received a travel credit shell prior to 12 January 2013, please contact the Guest Call Centre to make and pay for a new booking with that credit shell.

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Welcome to Travel Bank

- Online at www.virginaustralia.com - Via the Virgin Australia Business Portal if you are a corporate customer, by choosing Travel Bank as your form of payment - Over the phone via the Guest Contact Centre.

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Use it or lose it: The Virgin Australia credits expiring in December

I'm about to lose $296 in Virgin Australia flight credit – are you at risk too?

Virgin Australia Future Flight credits expire on 31 December 2023.

This type of credit was issued for bookings made on or before 20 April 2020 and then cancelled.

What's important about this date is that it was just before Virgin Australia went into voluntary administration.

That process means the funds are treated differently to flight credits issued after 20 April 2020.

And because of that, anyone with Future Flight credits now has around 2 weeks to use them.

My Virgin Australia Travel Bank account summary, with $296 of Future Flight Credit due to expire at the end of the year. Image: Finder (Amy Bradney-George)

How I tried (and failed) to use this travel credit

I had 2 Virgin Australia Travel Bank accounts set up, and managed to successfully use the funds in one of them.

But then Virgin Australia stopped flying to my nearest airport (Coffs Harbour).

It also extended the expiry date for Future Flight credits, so using them became a problem I planned to deal with "in the future".

When I got an email reminding me about the definite expiry on 31 December, I considered a few ways to use them, including:

• Asking for a refund (I also tried this in 2020)
• Asking friends and family if they could use them for upcoming trips
• Booking a flight from a different airport
• Booking a flight and then cancelling it

The last two options seemed to be my best bet – and I got close to booking flights from Sydney to Perth to visit friends next year.

Then I realised the 31 December 2023 deadline was for both the booking and the actual flight.

So I started looking at flexible flights that I could book and then cancel.

I was hoping to get a credit with a later expiry date.

But when I checked the Future Flight credit terms and conditions, I discovered cancelling would only get me a new "Future Flight credit".

And this particular type of credit would still expire on 31 December 2023.

So now I'm resigned to that fact that the $296 in credit is going to expire.

Getting myself to Sydney or another airport to make use of them would cost more than they're worth.

How to check when your Virgin Australia flight credit expired

Virgin Australia has 2 types of flight credit:

• Future Flight credit: For bookings made on or before 20 April 2020. These expire at the end of this year.
• Standard credit: For bookings made on or after 21 April 2020. These credits expire on 30 June 2025.

You can view details about your flight credit by logging in to your Virgin Australia Travel Bank account.

These accounts are set up when credit is issued, with login information sent by email.

You can also enter your Travel Bank username on Virgin Australia's booking page to check the type of credit and (hopefully) use it.

You can view and redeem your travel credit by entering your Travel Bank username on the Virgin Australia booking page. Image: Finder (Amy Bradney-George)

In October, the ABC reported that Virgin Australia had $270 million in Future Flight Credits.

So if you have any credits, make sure you check the expiry to avoid losing them at the end of the year.

Planning your next trip? Check out our frequent flyer tips for ways to earn points and use them for flights instead of cash.

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Terms of Service and Privacy Policy

Please read our website terms of use and privacy policy for more information about our services and our approach to privacy.

Our Travel Support is available 24/7

Our Travel Concierge is available 24 hours a day, 7 days a week to serve you with your travel needs including changes and cancellations to travel booked through TravelBank. You can get in touch with our team via email, in-app chat, or via telephone at 866-682-8785.

They can also assist you with travel discounts and exclusive travel inventory. Get in contact with our Customer Success team to learn more. 

Virgin Money and Virgin Red offer exclusive Travel Insurance rewards for Virgin Red members

We know taking travel insurance out can be one of the least exciting ‘To Dos’ when planning for a trip, but that's all about to change with Virgin Red and Virgin Money . Virgin Red members will be rewarded for taking out travel insurance, so you can explore the world feeling safe and spoiled.

Virgin Money Annual Multi-trip Travel Insurance

If you’ve got a few trips coming up, Virgin Money’s annual multi-trip travel insurance will give you the peace of mind you need to truly relax.

What could be more relaxing than that? 3,500 Virgin Points that's what, from your friends at Virgin Red.

With Virgin Money’s Annual Multi-Trip insurance , you can choose up to 94 days’ worldwide cover per trip, with everything you care about covered – from your gadgets to your health.

Added benefits

Covid cover included - cancellation and medical expenses are covered by Virgin Money, as standard, if you’re diagnosed with Covid-19.*

Gadget cover as standard, plus optional extras​ - from Enhanced Gadget and Enhanced Covid Cover – to cover for winter sports, car hire excess, and more (fees apply).

On hand to help, 24 hours a day, 365 days a year - help is just a phone call away with Virgin Money’s worldwide medical emergency assistance helpline. ​

Your policy at your fingertips - looking after your policy is now a breeze, thanks to Virgin Money’s handy new online portal – from downloading docs to making a claim, all in one place.

*Please check your policy wording for full details and any exclusions.​

The Virgin Money travel insurance has three levels of cover : Red, Silver and Gold, so you can choose which suits you and your needs best.

Managing your travel insurance is a breeze. Simply register online then unwind knowing you can do anything from updating your personal details, to making a claim, all in one place. 

The fun part - spending your points

Virgin Red members are rewarded for everyday spending, and with everything from the biggest brands in retail, travel and entertainment to smaller treats or exciting new start-ups, there are so many different rewards which anyone would enjoy. Members can also use Virgin Points for good by supporting a number of different charities or helping develop technology to remove carbon from the atmosphere. 

What will you put your points towards? Your next flight, getaway or holiday? Navigating the world of Virgin Wines? Or another Virgin Red treat, experience or exclusive? Enjoy deciding.

Buy your travel insurance today with Virgin Red and Virgin Money and earn 3,500 Virgin Points.

Terms and conditions

Who can take up this offer? 

Virgin Red Members who are 18+ and resident in the UK. 

How do you take up this offer? 

It’s important that you follow these steps to make sure you are eligible for this offer. If you don’t, you might not get your points... and we don’t want that!

Buy a Virgin Money Annual Multi Trip Policy (the Policy) via the offer in the Virgin Red app or Virgin Red website.

You’ll see the offer listed in the “Earn Points” section of the Virgin Red app and website.

Just click on “Get Points” when you want to go ahead. This will link you to the offer page on the Virgin Money website.

From there, click on ‘Get a quote’ and fill in your policy requirements to receive a quote.

Make sure you choose the Annual Multi-trip Policy. The Policy start date must be within 45 days of buying the Policy.

When you’re happy to go ahead, pay for the Policy. o You will receive a confirmation email from Virgin Money.

You need to hold the Policy for at least 45 days to be eligible for the Offer before points are credited to your Virgin Red account. If you or Virgin Money cancel the Policy before 45 days, you won’t be eligible for points. 

This offer can’t be used in conjunction with any other offer. Points are only offered in year one of the policy. 

What is the offer?

If you meet the offer conditions, we’ll give you a Virgin Red promo code. You can redeem this code with our friends at Virgin Red to get 3,500 Virgin Points. 

We’ll send you an e-mail with your promo code within 28 days of you meeting the offer conditions. We’ll send your code to the e-mail you gave when you bought the Policy. The email will provide instructions on how to redeem the code within the Virgin Red app or website.

Your Virgin Red promo code can be used until 30 April 2023. Make sure to redeem your code before then.

Only one Virgin Red promo code will be generated per eligible Policy.

After you’ve redeemed your Virgin Red promo code, the points are added to your Virgin Red account. There is no specific expiry date for using the points. You’ll be free to use them in line with Virgin Red’s programme terms. You can find the terms here [ http://policies.red.virgin.com/terms ].

We thought we should highlight a few key things from Virgin Red’s terms: 

the points don’t have a cash value and they can’t be swapped for cash;

the available offers can change from time to time; and

the points cost for each offer can change too. 

Although we’ll be working closely with our friends at Virgin Red on this promotion, we aren't responsible for their terms, their marketing, or any of the offers available through their app. Just contact Virgin Red or the relevant offer provider if you have any questions about these topics. 

When can you take up the offer?

The offer will be available on an ongoing basis until we withdraw it. We can withdraw the offer without giving you any advance notice, but we’ll try to give some notice if we can.

The offer is subject to availability. This means we will definitely withdraw it when we’ve used up our stock of Virgin Red promo codes.

You don’t need to worry if we withdraw the offer when you’re part way through meeting the offer conditions. As long as you've bought the Policy before we withdraw the offer, you can still qualify. You’ll just need to continue to meet the rest of the conditions. 

What else do you need to know? 

You can only benefit from this offer once.

We’ll use your personal information to help us run the offer.

English law applies to the offer.

Standard Virgin Money Travel Insurance Policy conditions apply.

 If something goes wrong, we’ll try to fix it. If we can’t because it’s something we can’t control, or it’s not our fault, then we may have to change the offer. This includes suspending the offer or ending it early. We can make such changes without giving you notice. However, we’ll try our best to avoid making changes. And we’ll try to minimise any disappointment to you when we make changes. 

Who is the promoter?

We are Clydesdale Bank PLC trading as Virgin Money.

Our company number is SC001111.

Our registered office is 30 St Vincent Place, Glasgow, G1 2HL.

Virgin Red and Virgin Money give new customers 20,000 reasons to switch

Unlock Virgin Red: How to earn Virgin Points with a Virgin Money M Plus Account or Club M Account

Who wants to be a virgin points millionaire.

Where are you flying from?

• London Heathrow
• Manchester International
• Inverness Airport
• Cardiff Airport
• Norwich Airport
• Humberside Airport
• London City Apt
• Belfast International
• Leeds Bradford Airport
• Bristol Airport
• Teesside Airport

Our new direct Virgin Atlantic service commences 22nd October 2023.

Please remember when searching for your holiday to add an additional night, as we operate an overnight service on our outbound flight.

i.e. For a 7 night holiday please search for 8 nights.

Our new direct Virgin Atlantic service commences 30th October 2023.

We will operate from London Heathrow four times a week on Mondays, Tuesdays, Thursdays and Saturdays.

Our seasonal Virgin Atlantic service with up to 4 direct flights, will operate until the 19th May 2024.

Our seasonal direct service will recommence on the 28th October 2024.

Our Virgin Atlantic service operates on Mondays, Wednesdays and Sundays.

Flights include a short touchdown in Barbados.

Our Virgin Atlantic service operates on Tuesdays, Fridays and Saturdays until 29th March 2024. From the 2nd April, this service will reduce to Tuesdays and Saturdays.

Our seasonal service will recommence on the 29th October 2024, with flights operating on Tuesdays, Fridays and Saturdays

Our seasonal Virgin Atlantic service with up to 3 direct flights, will operate until the 11th May 2024. Flights will commence from 23 May 2024 - 24th October 2024 on Thursdays and include a short touchdown.

Our seasonal direct service will recommence on the 29th October 2024.

Daily direct flights from London Gatwick to New York with our partner airline, Delta, operates between 10th April and 26th October 2024.

Our Virgin Atlantic service with direct flights, will operate on Wednesdays and Sundays until the 30th March 2024.

Our direct service will operate on Tuesdays and Thursdays from the 2nd April 2024.

1 room / 2 adults

Please enter all child ages

There must be 1 adult per child under two years of age travelling, please adjust your passenger number

To book online please select a maximum of 9 passengers, to book 10 adults or more please call 0344 557 3978

Please note: Drivers must be over the age of 21 to hire a car unless otherwise specified. Drivers between 21 and 24 years of age may be subject to additional costs.

Terms and Conditions

Virgin atlantic holidays booking conditions.

All bookings with Virgin Atlantic Holidays are subject to these Booking Conditions and Useful Information. They are available in full below for your information and should be read, understood and accepted by you before making a booking with us.

The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations. Therefore, you will benefit from all EU rights applying to packages. We will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, we have protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that we become insolvent. For more information on key rights under the Package Travel and Linked  Travel Arrangements Regulations 2018: https://www.legislation.gov.uk/uksi/2018/634/contents/made

Virgin Atlantic Holidays Website Conditions

There are a number of conditions about how you use our website. These conditions are published  below  for your information.

Your contract will be with Virgin Holidays Limited,(trading as Virgin Atlantic Holidays), registered company number 01873815, with registered address at Company Secretariat - The VHQ, Fleming Way, Crawley, West Sussex, United Kingdom, RH10 9DF; a member of ABTA with membership number V2043 and ATOL holder number 2358.

The following terms shall have the meanings set out below when used in these Booking Conditions:

Definitions

'We', 'our', 'us', 'Virgin Atlantic Holidays' means Virgin Holidays Limited.

'Holiday', ‘booking’ means the travel services booked by you and/or any person on your behalf.

‘Unavoidable and Extraordinary Circumstances’  means any events or circumstances which neither we nor the suppliers of any service(s) in question could have  foreseen or avoided, even if all due care had been exercised. Such events include, without limitation: war or threat of war; riot; civil unrest/strife; hostilities; political unrest; health risks; infectious diseases; epidemics and pandemics and government measures to combat such outbreaks; the act of any government or other national or local authority or the act of any airport, port or river authorities; industrial dispute; sanctions; lock closure; natural or other disaster (including, without limitation, chemical or biological); nuclear incident; terrorist activity and/or its consequences or the threat of such activity; adverse weather conditions; closure of airports; fire; volcanic eruption; flood; drought; re-scheduling or cancellation of flights or alteration of the airline or aircraft type by an airline and  unforeseeable technical problems with transportation, airport, port or airspace closure, restriction or congestion; flight or other travel restrictions imposed by any government, regulatory authority or other third party; Sargassum Seaweed (or similar); consequences of Brexit; and all similar events outside our or the concerned supplier’s control.

These Booking Conditions, together with our  Privacy Policy , our website terms and conditions of use (where you have made a booking via our website), the  Useful Information , together with any and all information that we provide to you in regard to your booking, form the basis of your contract (“the Contract”) with us. 

In these Booking Conditions references to "you" and "your" means the first named person on the booking (the lead name) and all persons named on the booking (including anyone who is added or substituted at a later date) and any one of them, as applicable.

‘ATOL’ means Air Travel Organisers’ Licence.

‘ABTA’ means Association of British Travel Agents.

‘Privacy Policy’ means the policy found here: https://www.virginholidays.co.uk/customer-support/privacy-statement

‘Useful Information’ means the information found here: https://www.virginholidays.co.uk/customer-support/useful-information

1. Your Holiday Contract

1.1. If you fly with Virgin Atlantic Airways Limited, Virgin Atlantic Airways Limited Conditions of Carriage shall apply to the flight element of your booking including but not limited to article 6.5 Taking your flights in the right sequence, article 6.6 If you do not show up for your flight, and article 12, Unacceptable Behaviour available at: https://help.virginatlantic.com/gb/en/policies/conditions-of-carriage.html . If a flight element of your booking is with another airline, the Conditions of Carriage of that Airline may apply.

For example, if you do not take your flights in the agreed sequence (including missing out a flight), your ticket may not be honoured and may not be valid and the carrier may cancel any onward or return journeys. For example, if you fail to take your outbound flight, your return flight will be cancelled in accordance with Virgin Atlantic Airways Limited Conditions of Carriage.  

1.2 The lead name shall be responsible for the administration and correspondence in regard to the booking and warrants that he or she is aged 18 or over and has the authority to make the booking (and any amendments and/or cancellations) on behalf of all the persons in the booking. In making a booking with us, the lead name is regarded as having read, understood and agreed to these Booking Conditions on behalf of themselves and everyone else in the booking. The lead name shall be liable for:

• the full payment of any deposits and balances;
• the payment of any amendment fees or cancellation charges;
• providing the details all the persons named in the booking to us;
• passing on any and all information issued by us to all persons in the booking including, without limitation, our booking confirmation invoices and these Booking Conditions; and
• the conduct of the persons in the booking.

1.3 After we receive your booking and all appropriate payments and, if the arrangements you wish to book are available, we will confirm your booking to you and issue a confirmation invoice. We reserve the right not to accept your booking at any time up until we have issued a confirmation invoice to you and, in this event, we will refund any deposit and/or payments that you have paid to us.

1.4. The Contract will come into existence between us when we dispatch the confirmation invoice to the lead name. It is important to check the details on your confirmation invoice when you get it (or at the time of booking if you book within 12 weeks of departure), to ensure that all the details are exactly as you requested. In the event of any discrepancy, please contact us immediately as it may not be possible to make changes or corrections at a later stage, without incurring amendment charges.

1.5. This Contract shall be  governed by English Law and any dispute, claim or other matter which arises between us out of or in connection with your Contract or booking will be dealt with by the exclusive jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you are a resident in either of those jurisdictions. Only us and the lead name on the booking shall have any rights to enforce these Booking Conditions (the provisions of clause 22 apply).

Provisional bookings and our right to change your booking

1.6. Some airlines and accommodation providers only load their seats/rooms to sell approximately 10 months before the departure. If this applies to your booking, we will tell you at time that you make a booking enquiry with us and will issue a provisional invoice setting out the provisional costs and details of your provisional booking, for which we will take a refundable deposit from you. This will be a provisional booking only and there will not be a Contract between us until you accept any changes that may be applicable to your provisional booking, in accordance with clause 1.7 below.

1.7. Pursuant to clause 1.6 above and, once the relevant airline/accommodation(s) have released the seats/rooms and associated costs, there may be changes to the total price, flight details (including flight times) and/or accommodation details of your provisional booking. Any such changes shall not be deemed to be an alteration of the price, or a significant change, pursuant to Regulation 10 and/or Regulation 11 of the Package Travel and Linked Travel Arrangements Regulations 2018, because your booking was only provisional – and not yet confirmed by us. We will communicate any changes to your provisional booking as soon as is practicable and you will then have the choice of:

(i) accepting the changes by notifying us within 7 days of us advising you of the changes to your provisional booking and  paying any increase in price, in which case we will issue a confirmation invoice to you, your booking will be confirmed and the Contract between us shall be formed. Should we not hear from you within 7 days of us advising you of the changes to your provisional booking, we will take this as your acceptance of the price increase and intention to proceed with the booking; or

(ii) not accepting the changes, in which case you will need to notify us within 7 days of us advising you of the changes to your provisional booking. In this event, your provisional booking will cease to exist and we will refund the deposit that you paid to us. In this event, we shall have no further liability to you, nor shall we be liable for any  damage, loss, cost or other expense arising out of, or in connection with, the same.

Any cancellations under this clause 1.7 made outside of the 7 day period specified above shall be subject to our cancellation terms as set out at clause 9 of these booking conditions.

Paying for your holiday

1.8 We accept payment by credit card and debit card. In order to confirm your chosen arrangements, you must pay a deposit (which, for some elements of your booking may be non-refundable). The amount of the deposit will be confirmed to you at time of booking and will be determined by the nature and type of travel services you require. The balance of the cost of your arrangements (including any surcharge where applicable) is due no later than12 weeks prior to your departure. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in clause 9 will become payable and we will retain the deposit paid.

1.9 If booking within 12 weeks of departure, full payment will be required by credit card or debit card at the time of booking.

Check-in deposits

1.10. You should be aware that some suppliers (e.g. accommodation providers, etc.) may authorise or charge your payment/credit card at check-in as a deposit for any incidentals such as room service, telephone calls or other hotel services, or for damage or incidents occurring during your stay and which are not part of your holiday package with us. Some suppliers may require a cash deposit upon check-in for customers who do not have a payment/credit card. The amount authorised or charged can vary considerably depending on the supplier and/or the destination. It is your responsibility to ensure sufficient funds or credit are available to cover the amount required by the supplier. We are not responsible for setting the amount of any deposit required and if you have any queries you should contact the supplier prior to your departure.

Credit Card Fraud Contingency

1.11. If you do not supply the correct credit or debit card billing address and/or cardholder information, your booking will not be confirmed, the issue of your tickets may be delayed and the overall cost of your booking may increase. We reserve the right to cancel your Holiday if payment is declined for any reason or if you have supplied incorrect credit or debit card information. We also reserve the right to carry out random checks  in order to minimise credit or debit card fraud. If we become aware of, or are notified of, any fraud or illegal activity associated with the payment for the booking, the booking will be cancelled and you will be liable for all costs and expenses arising from such cancellation, without prejudice to any action that may be taken against us.

Disney Park Tickets

1.12. A valid theme park ticket is required to enter a Walt Disney World theme park or water park. Customers who add tickets to their stay in a Walt Disney World resort hotel, will see their park tickets available as soon as they link their hotel reservation to My Disney Experience. Customers who are staying outside of Walt Disney World resort, can add their tickets at time of booking in line with the main holiday deposit, and will receive the ticket reference numbers after the full balance of the total holiday has been paid. After full balance has been paid, ticket numbers will be received by the customer within 7 working days of total balance payment. Until full balance has been paid, the tickets are on request, and are not confirmed.

Booking through Virgin Atlantic Holidays Retail Stores and Call Centre

1.13. If you make a booking with us through our dedicated retail stores or call centre rather than booking online, a non-refundable booking fee will be charged in addition to the deposit payable under clause 1.8 of the these Booking Conditions.

2. Website accuracy

We endeavour to ensure that all the information and prices on our website, in our brochures and on other promotional materials are accurate, however, occasionally changes and errors occur and we reserve the right to correct prices and other details in any such circumstances and at any time. You must check the current price and all other details relating to the travel arrangements that you wish to book before you make a booking with us. We will not be liable for booking errors which are attributable to you and, should you subsequently need to amend a booking that we have confirmed, amendment charges shall apply. If a price on our booking confirmation, website, brochures or promotional material is incorrect due to an error, we reserve the right to cancel the booking made at that price without any liability to you, unless you wish to pay the correct price and proceed with the booking.

3. Passports, visas, health requirements and travel documents

3.1. It is your responsibility to check and comply with any travel, passport, visa, entry, health, vaccination, testing and immigration requirements applicable to your booking before departure.

A full and valid passport is required for destinations we feature (including for children) and visas (transit, business, tourist or otherwise) may be required for some destinations - and depending on the passport you hold. Requirements change on a regular basis (including the length of time it is likely to take to obtain the appropriate passports and visas) and you must therefore continually check and monitor the requirements up to your date of return, both in regard to the countries to which you are travelling to or through - and any requirements on your return to the UK.

3.2. Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. In addition to the relevant embassies and/or consulates, information can also be found on the following websites:

• FCDO (https://www.gov.uk/foreign-travel-advice)
• NaTHNaC ( https://travelhealthpro.org.uk/ )
• Brexit ( https://www.gov.uk/visit-eu-switzerland-norway-iceland-liechtenstein )
• GHIC: ( https://www.gov.uk/global-health-insurance-card )
• Passports: ( https://www.gov.uk/apply-renew-passport ); https://www.gov.uk/browse/abroad/passports and  https://www.gov.uk/browse/citizenship/passports
• Guidance - Foreign embassies in the UK:   https://www.gov.uk/government/publications/foreign-embassies-in-the-uk

For further information contact the Passport Office on 0300 222 0000.

Please note : For full details on passport requirements for your chosen holiday destination, please contact the Identity and Passport Service on 0300 222 0000 or the US Embassy on 0207 499 9000

Please note: special conditions apply for travel to the USA, and all travellers must have individual machine readable passports. Please check  https://uk.usembassy.gov.and https://esta.cbp.dhs.gov/

3.3. You should consult your doctor for current recommendations and information on inoculations or vaccinations before you depart relevant to the destination you will be visiting or transiting through.

3.4. Travel to certain destinations may involve greater risk than others. You are strongly recommended to review any travel warnings, prohibitions, announcements or advisories issued or updated by The Foreign, Commonwealth and Development Office Travel Advice Unit at www.gov.uk/travelaware prior to booking your international travel arrangements and regularly prior to departure.

USA – Travel Authorisation (ESTA)

3.5. It is mandatory for anyone travelling to or transferring through the US under the Visa Waiver Program, to obtain approval to travel no later than 72 hours prior to travel by completing an online process ESTA (Electronic System for Travel Authorisation) scheme. The cost of an ESTA is currently approximately $21 per person (as of November 2023) and can be obtained by visiting https://esta.cbp.dhs.gov where further information on the scheme and the up to date fee can also be found. Failure to obtain an ESTA could result in the passenger being denied boarding by the airline.

3.6.  Virgin Atlantic Holidays accepts no liability if you or any member of your party cannot travel or are refused entry onto any airline, or transport, or into - or through  (whether or not you are required to leave the aircraft) - any country because they have not complied with any travel, passport, visa, ESTA, vaccination, testing or immigration requirements or are not in possession of necessary travel documentation (including, without limitation, a valid ESTA, vaccination certificates, testing kits and any other required documentation). You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any such requirements.

4. Insurance

4.1. It is a condition of your Contract with us that you and all other members of your party including all infants and children, are adequately insured from the time of booking and for the duration of  your Holiday and return. You must be satisfied that your insurance fully covers all your personal requirements including, without limitation, full Covid-19 cover, personal belongings, loss of baggage/money, any pre-existing medical conditions, cancellation charges, medical and/or other expenses, repatriation and assistance costs in the event of accident or illness and car rental and/or any activities that you have booked or may book (including, without limitation, any additional cover for skiing/extreme sports/adventure travel).  Please read and take your policy documents  with you on holiday.

4.2. Please note that if you transfer your holiday to another person, you cannot transfer your Holiday insurance. The new traveller must ensure that they have their own insurance in line with these Booking Conditions.

4.3. We strongly advise that you take out a policy of insurance with cover for any activities you have booked, including  additional cover for skiing/extreme sports/adventure travel  and all other activities you have booked.

5. Your financial protection

5.1. We provide full financial protection for our package holidays, by way of our Air Travel Organisers Licence number 2358 issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email [email protected]. When you buy an ATOL protected flight or flight inclusive package from us, you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

5.2. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t able do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

5.3. If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

5.4. If you book arrangements other than a package holiday (e.g. accommodation only), the financial protection referred to above does not apply.

6. Your holiday price

6.1. We are able to change the price of your package holiday  after you have booked as a result of changes: (i) in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources; (ii) in the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; or (iii) to exchange rates relevant to your booking.  However, there will be no change to the cost of your travel arrangements within 20 days of departure.

6.2. In relation to the price of packages, we will absorb, and you will not be charged for any increase equivalent to up to 2% of the price of your total travel arrangements, which excludes insurance premiums and any amendment charges. You will, however, be charged for any increase over 2% and if the increase in price is more than 8% of the price of your total travel arrangements (excluding insurance premiums and amendments charges), you will have the option of:

 (i) accepting the price difference and paying the additional amount due; or

(ii) accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality, you will not have to pay more but if it is of lower quality you will be refunded the difference in price); or

(iii) cancelling your booking and receiving a full refund of monies paid, except for any amendment charges and cancellation charges already incurred.

We will consider at our discretion an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.

Should you decide to cancel due to a price increase of more than 8%, you must exercise your right to do so within 14 days from the issue date printed on your invoice.

Any cancellations made under this clause 6.2 outside of the 14 day period specified above shall be subject to our cancellation terms as set out at clause 9 of these booking conditions.

Should we not hear from you within 14 days from the issue date printed on your invoice, we will take this as your acceptance of the price increase and intention to proceed with the booking.

6.3. Should the price of your travel arrangements go down due to the changes mentioned in clause 6.1 above, then any refund due will be paid to you. We will deduct from this refund our administration expenses incurred. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel arrangements due to contractual and other protections in place.

Onboard Gratuities / Service Charges

6.4. Cruise lines operate varying policies regarding onboard tipping. Many will automatically add a daily charge to your onboard account. This charge will either be discretionary or mandatory; if discretionary the charge may be removed upon request. Some cruise lines also allow this daily charge to be pre-paid at the time of booking which can be cheaper than paying onboard.

6.5. Pursuant to clause 6.6 and, in addition to any daily charge, a compulsory service charge of approximately 15-20% often also applies to all bar, spa and salon bills. This compulsory charge is not covered when pre-paying any daily service charge. Prices exclude any gratuity or service charge that may be payable on board or in advance.

6.6. In accordance with the cruise lines’ terms and conditions, you will be required to abide by the cruise line’s gratuity / service charge policy and must settle your account in full before disembarking the ship at the end of your cruise.

7. If You Change Your Booking

7.1. If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, the lead name on the booking must inform us as soon as possible and the effective date of any change shall be the date that we receive notification from you. We will endeavour to make these changes (subject to these Booking Conditions and any applicable charges being paid by you), but it may not always be possible. Any amendments are subject to availability and eligibility and if we are able to make the change to your confirmed booking, you will be required to pay an administration charge of at least £50 per person/per change, in addition to any further costs or charges that we incur (whether from our suppliers or otherwise) in making the changes to your booking.  You should be aware that these costs could increase the closer to the departure date that changes are made and you should therefore contact us as soon as possible.

7.2. If the amendment results in fewer people in your booking, then the total price payable for the booking will be adjusted accordingly based on the lower number of people in the booking, which may result in an increase in price per remaining person. Cancellation fees will also be payable in regard to the people who have cancelled their place in a booking. If a cancellation brings the total number of people in the booking below the minimum number required to qualify for any discount in price or a concession for any accompanying adults, the total price and concessions may be adjusted accordingly.

7.3. You can transfer your booking to another person, who satisfies all the conditions that apply to the booking, by the lead name giving us notice in writing or via telephone at least 7 days before departure. Both the previous person and the new traveller are responsible for paying all costs and charges we incur in making the transfer, including an additional administrative fee of £50 per person. Most airlines do not permit name changes for any reason, therefore you may have to pay the full cost of an alternative flight (where available) for the new traveller.   In relation to any transfer, please note the provisions of clause 4 relevant to insurance.

7.4. Some hotel/Accommodation Providers do not permit name changes and as such the reservation may need to be cancelled (such cancellation may incur cancellation charges) and rebooked at the rates prevailing on the date of rebooking. These additional charges must be paid prior to the reservation changes taking effect. 

7.5. The cost to transfer a booking to another name could be anything up to 100% of the original price. All elements to be rebooked shall be at the prevailing rates in force at the time of the rebooking and are subject to availability. Where possible, we will endeavour to make the changes at the lowest possible cost but we accept no liability if we are unable to secure the changes at an amount equivalent to or less than the original booking.

7.6. Name change requests within 48 hours of the date of departure cannot be guaranteed. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight. If you request to change all names on a booking, this will be considered as a cancellation and new booking and full cancellation charges will apply.

7.7. You should be aware that any amendment costs or fees could also increase the closer to the departure date that changes are made. Only one change of departure date, per booking may be permitted, subject to availability. Any further changes to your departure date will be treated as a cancellation and full cancellation charges will apply. In addition, you will be required to pay an admin fee of £50 per person and a new deposit per person to secure the new departure date. Any further changes may be treated as a cancellation by you and result in cancellation charges being applied.

Please note: certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation of your travel arrangements and a cancellation charge of up to 100% of the relevant part(s) of the arrangements. In some cases, any changes made may mean you having to pay for the cancelled arrangements and purchasing new ones at full cost.

7.8. We reserve the right to increase or change the administrative fees referred to above at any time.

7.9. Any amendment and/ or administration charges, including any further costs or charges that we incur (whether from our suppliers or otherwise) in making the changes to your booking, are non-refundable.

9. If You Cancel Your Holiday

9.1. If you wish to cancel your booking after we have issued a confirmation invoice to you, the lead name on the booking must inform us as soon as possible and the effective date of any change shall be the date that we receive notification from you. Since we incur costs in cancelling your travel arrangements, you will be required to pay the cancellation charges, where applicable, as set out below:

Period before departure within which notice of cancellation is received by us                                 % of total booking price

More than 84 days                                                      Loss of deposit*

57-84 days                                                                   30%

37-56 days                                                                   50%

22-36 days                                                                   70%

7-21 days                                                                     90%

Less than 7 days                                                          100%

* In some instances, your deposit may represent more than 30% of your booking, in which case whichever is the higher between the deposit you have paid and the % indicated in the table above, shall be charged.

9.2. Our cancellation charges are a percentage of the total holiday cost and do not include any insurance premiums. For insurance premiums, you should refer to your insurance provider’s cancellation policy.

Please note: If you have booked a cruise, any cancellation will incur additional cancellation charges including those in line with the relevant cruise line’s charges.

Please note: If only some members of your party cancel, in addition to incurring the applicable cancellation charges, we will recalculate the holiday cost for the remaining travellers. You may have to pay extra room charges e.g. single room supplements, pursuant to clause 8.2 above.

9.3. After departure no refunds will be made on any unused or part-used components of your Holiday (e.g. unused flights, unused car hire or as a result of early check-out). You will be charged 100% of the price of all part-used components. Any voluntary and additional changes made by you when on holiday will incur additional charges.

9.4. All cancellation charges become payable by you immediately upon confirmation of the cancellation, in accordance with clause 9.1.

Please note : certain arrangements may not be cancelled after they have been confirmed and any cancellation could incur a cancellation charge of up to 100% of that part of the arrangements.

Please note : if the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges from your insurance company. Your insurance premium is non-refundable

10. If We Change or Cancel Your Holiday

10.1. Occasionally we have to make changes to your booking and it is a term of your Contract with us that we are able to make changes to any aspect of your booking at any time.

10.2. Most changes are insignificant and will be advised at the earliest possible date. Minor/insignificant changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers and any change to a London departure airport (including London City, London Gatwick, London Heathrow, London Luton, London Stansted and London Southend). In the event of a minor change, we shall not be liable to pay you any compensation.

10.3 If we are constrained by circumstances beyond our control to significantly alter any of the main characteristics of the travel services that make up your booking we will tell you as soon as possible, if there is time before your departure, and you will have the choice of:

(i) accepting the change; or

(ii) accepting a suitable alternative where we are able to offer one (we will refund any price difference if the alternative is of a lower value); or

(iii) having a refund of all monies paid, if we are not able to offer an alternative that is sufficiently comparable.

We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given, your booking may be cancelled.

If you choose to accept a refund, we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.

10.4 We will also pay compensation as detailed below, except where the significant change is due to Unavoidable and Extraordinary Circumstances.

Period before departure when                       Compensation payable per adult a major change is notified                              (for children see below)

More than 84 days                                          £0.00

29-84 days                                                       £25.00

15-28 days                                                       £35.00

7-14 days                                                         £40.00

Less than 7 days                                              £50.00

Cancellation

10.5. We reserve the right to cancel your booking. However, we will not cancel less than 12 weeks before your departure date, except:

(i) for Unavoidable and Extraordinary Circumstances;

(ii) because the minimum number required for the package to go ahead hasn’t been reached. The minimum number required for the booking to go ahead will be provided to you at the time of booking, along with the time limit for us to tell you if your booking has to be cancelled due to the required minimum numbers not being reached; or

(iii) a failure by you to pay the final balance in accordance with clauses 1.8 & 1.9, in which case clause 9 of these booking conditions shall apply.

10.6 If your booking is cancelled by us for the reasons set out 10.5 (i) or (ii) you can either have a refund of all monies paid or accept an alternative booking of comparable standard from us, if we are able to offer one (we will refund any price difference if the alternative is of a lower value). In the event a refund is paid to you, we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy and pay compensation as detailed below, except where the cancellation is due to Unavoidable and Extraordinary Circumstances (see definition above) or because the minimum numbers have not be reached.

Compensation

Please note: the above payments are per full fare-paying passenger (excluding infants). For children invoiced at reduced rates, compensation will be paid on a pro-rata basis of the adult rate.

10.7. We will not pay you compensation and the above options will not be available if we cancel as a result of your failure to make full payment on time. We will not pay you compensation if we cancel because there has been any fraud or illegal activity involved in the payment of your booking on your credit or debit card.

10.8. We will not pay you compensation where we make a significant change or cancel more than 12 weeks before departure, or in the event of Unavoidable and  Extraordinary Circumstances.

10.9. Very rarely, we may be forced by Unavoidable and  Extraordinary Circumstances to change or terminate your arrangements after departure. If this situation does occur, we will try to offer you suitable alternative arrangements, where we are able to, of an equivalent or higher standard than those booked and, if the alternative arrangements we make are of a lower quality than those you originally booked, we may provide a price reduction. However, we regret we will be unable to make any refunds (unless we obtain any from our suppliers), pay you compensation or meet any costs or expenses you incur as a result. In the event of an Unavoidable or Extraordinary Circumstance and where it is not possible to ensure your return as scheduled, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. This limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notify us of these needs at least 48 hours before the start of your Holiday. Please see clause 16 for changes and cancellations after departure, as a result of Covid-19.

10.10. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

11. Flights

11.1. Under the Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulations 2019, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be available from the relevant airlines. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your Holiday price from us. Your rights to a refund and/or compensation from us are set out in these Booking Conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.

11.2. The carrier(s), flight timings and types of aircraft shown in our brochures, on our website and as detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation (which shall not be considered to be a significant change to your booking). We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your tickets which you will receive electronically approx. 2 weeks before departure. You should check your e-tickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been despatched — we will contact you as soon as possible if this occurs.

Please note : In accordance with Air Navigation Orders, in order to qualify for infant status, a child must be under 2 years of age on the day of their return flight.

Please note : Regulation (EC) No.2111/2005 establishes a list of air carriers which are subject to an operating ban within UK airspace. Virgin Atlantic Holidays is required under this regulation to publish the existence of this list on its website. This list, and some associated information about the Regulation, can be accessed from the UK CAA website.

Flights operated by carriers on this list are not available to be booked via the Virgin Atlantic Holidays website, https://www.virginholidays.co.uk/.  

12. Unacceptable Behaviour

12.1. You and all members of your booking must not whilst on holiday, at the airport or on-board, do any of the following:  

• commit a criminal offence;
• interfere with our crew, staff, agent, supplier in carrying out their duties; 
• fail to comply with any applicable laws;
• fail to obey the instructions of our staff, crew, supplier or agents (including those relating to safety, security, alcohol, drugs, smoking, vaping, seat-belts and using electronic equipment, or the taking of photographs or videos of  staff, crew or passengers);
• tamper with a smoke detector;
• consume alcohol that has not been served to you by our staff, crew or agents (including duty free purchases);
• appear to be under the influence of alcohol or drugs or be in unlawful possession of drugs;
•  threaten to or actually endanger or damage the aircraft in which you are staying or any property in it;
• threaten, injure, abuse or assault another person;
• behave in an abusive, threatening, insulting or disorderly manner; and
•  behave in a way or otherwise cause discomfort, annoyance, inconvenience, damage or injury to another person.

12.2. If we or any other person in authority, or any supplier of any service, is of the reasonable opinion that your behaviour or that of any member of your booking is causing or is likely to cause distress, danger or annoyance to others or damage to property, or to cause a delay or diversion to transportation, we reserve the right to consider your booking to have been cancelled by you with immediate effect.

12.3. If, due to your behaviour you are prevented from boarding your outbound flight from the UK, we will treat your booking as cancelled by you and you will have to pay full cancellation charges (see clause 9). If this occurs overseas,   you will become fully responsible and liable for arranging and paying for your return journey home in addition to any other members of your group who cannot or will not travel without you. The airline may pass on your details and date of the refusal of carriage to other airlines for their information. This in turn may make it difficult for you to book other airline tickets. In any of these circumstances no refunds or compensation will be paid to you.

12.4. If you cause damage to the accommodation in which you are staying, you must:

(a) fully reimburse the accommodation for the cost of the damage before the end of your stay (if the cost has been established by then) or as soon as it has been established (if later).

(b) If we incur any expense including legal costs and claims as a result of your behaviour and/ or action or inaction you shall fully indemnify us for that expense in full, and we reserve the right to make a claim against you for any losses we suffer as result.

We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking or with us.

12.5 Pursuant to clauses 12.2, 12.3 and 12.4 above, our liability to you will immediately cease and you and the members of your booking will be required to leave your accommodation or other service immediately. We will have no further obligations to you and/or the members of your booking and will not be liable for any damage, loss, refunds expenses, or other costs incurred by you or the members of your booking as a result, including, without limitation, any return travel arrangements, the costs of cleaning, repairing or replacing property lost, damaged or destroyed by you, compensating any passenger, crew, staff or agent affected by your actions and diverting the aircraft or ship for the purpose of removing you.

12.7. Pursuant to this clause 12, we reserve the right to make a claim against you for any loss, damage, cost and/or other expense (including legal expenses) incurred by us arising out of or in connection with your behaviour (or that of any member of your group). Criminal proceedings may also be instigated.

12.8. The lead name shall, at all times:

(i) ensure that all people in the booking comply with any Covid-19 or any other applicable requirements during the holiday;

(ii) ensure that the group takes into account their personal safety whilst in destination so as not to put themselves or others at unnecessary risk including, without limitation, ensuring that the group members; (a) take care when out during the hours of darkness;

(b) do not go out alone; (c) do not put themselves in risk situations; (d) are not intoxicated or under the influence of any other illegal or dangerous substances; and (e) are aware of their behaviour and actions in the context of their surroundings.

(iii) ensure that the group or any members of the group comply with all relevant laws.

13. If you have a complaint

13.1. If you have a complaint whilst on holiday you must immediately notify our local representative and the supplier of the service (s) and complete a report form in resort. If they are unable to resolve the problem, you should contact us straight away on the details shown in your travel documentation and we’ll do everything reasonably possible to resolve your complaint whilst you’re on holiday.

13.2. If your complaint is not resolved whilst you are on holiday, you must provide us with formal notice of your complaint no later than 30 days after your return home to allows us the opportunity to investigate the matter and try to resolve your complaint, giving your booking reference and all other relevant information: (i) by email to  [email protected] ; or (ii) by post to Customer Relations Department at Virgin Holidays Limited, The VHQ, Fleming Way, Crawley, West Sussex, RH10 9DF.

13.3. It is unreasonable to take no action whilst on holiday, but then to write a letter of complaint upon return. If you fail to follow these procedures, your right to compensation may be affected as we will have been deprived of the opportunity to investigate and rectify the problem, which may affect your rights under this Contract. Please also see clause 14 below.

13.4 We are a Member of ABTA, membership number V2043. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

14. Additional assistance

14.1 If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. We will charge a reasonable fee for such assistance if the difficulty is caused intentionally by you or a person in your booking, or as a result of your negligence. 

15. Our liability to you

15.1. You must inform us without undue delay of any issues with any of the travel services included in your booking – please see clause 13 (If you have a complaint) for how to make a complaint in destination.

15.2 In respect of packages, we will not be liable for any injury, illness, death, loss (for example loss of possessions or loss of enjoyment), damage, expense, cost or other sum or claim of any nature or description whatsoever which results from:

(i) the act(s) and/or omission(s) of the person(s) affected or another/any member of your group;

(ii) the act(s) and/or omission(s) of a third party unconnected with the provision of the travel services in the booking that are unforeseeable or unavoidable;

(iii) Unavoidable and Extraordinary Circumstances;  

(iv) any loss or damage you incur that relates to any business activity (including without limitation loss of earnings);

(v) any loss or damage that relates to any services that you may have entered into separate contracts for with other providers/suppliers and which do not form part of our Contract with you (including, without limitation, any additional services or facilities booked and arranged by you directly, including any activity, tour or excursion you purchase in destination from a third party) and/or any services provided near to where you are staying such as water sport providers, beach vendors, shops, massage and other spa therapies and sporting facilities;

(vi) any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your booking prior to it being confirmed, we could not have foreseen you would suffer or incur if we breached our Contract with you; and

(vii) any damage, loss or expense or other sum(s) of any description pursuant to clause 16 (Covid-19).

15.3 In respect of non-package arrangements, we act as an ‘agent’ (retailer) and we are selling on behalf of a third party. In such instances, your contract is with them as the Principal provider of your Holiday arrangements. When we are acting as an agent, the Principal provider’s details will be communicated to you. We can provide you with a copy of their full terms and conditions at the time of booking, upon request. By proceeding with a booking, you acknowledge that you have read and understood all of the terms and conditions which apply to it and agree to be bound by them.

15.4 In regard to package holiday  and, except as specifically set out in these Booking Conditions, we will not accept any further or different liability than the Package Travel and Linked Travel Arrangements Regulations 2018 impose on us. It is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us.

15.5 We limit the maximum amount we may have to pay you for any claims you may make against us:

(i) The maximum amount we will have to pay you where we are found liable for loss of and/or damage to any luggage or personal possessions (including money) is £50 per person affected unless a lower limitation applies to your claim under this clause;

(ii) In regard to package holiday , our liability (except in cases involving death or personal injury as a result of our negligence, or the negligence of our suppliers who provide some of the services that form part of your Contract with us), shall be limited to a maximum of three times the price of your travel arrangements (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under any conditions of carriage or International Conventions. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your Holiday.

15.6.We are to be regarded as having all benefit of any limitation of compensation contained in these Booking Conditions, in addition to any applicable International Conventions  (including, without limitation, the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation) and any limitation of liability provided for in any applicable conditions of carriage of the transport companies that provide the travel services that make up your booking (e.g. airlines, boats, ships, inland waterways, trains). Any such terms shall be incorporated into your Contract with us and will apply to you on that journey. Please note that strict time limits may apply for notifying of loss, damage or delay of luggage to airlines. You can ask for copies of the travel service contractual terms, or the international conventions, from us at the contact details provided.

Please also see clause 11.1 (Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulations 2019).

15.7. Our Contract with you and the laws and applicable standards of the country in which your claim or complaint occurred will be used as the basis for reviewing your compliant. If the particular travel services which gave rise to the claim or complaint were provided in compliance with the applicable local laws and standards, the travel services will be treated as having been properly provided. This will be the case even if the travel services did not comply with the laws and standards of the UK which would have applied had those services been provided in the UK.

15.8. We cannot accept any liability for any damage, loss, expense or other sum(s) of any description which did not result from any breach of our Contract with you or other fault by ourselves or our employees or, where we are responsible for them, our suppliers.

16. Covid-19: Limitation of liability

16.1 Both you and we each acknowledge the ongoing COVID-19 global crisis and accept our obligations to comply with any official guidance from governments or local authorities, both in the UK and whilst on holiday.

16.2 You acknowledge that the suppliers providing your Holiday, including but not limited to airlines, hotels and excursion providers, will need to comply with national and/or local guidance and requirements relating to Covid-19, and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment including but not limited to, the wearing of face-masks by guests/ consumers and staff members, social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability. These measures will not have a significant impact on your enjoyment of the holiday and all measures will be taken with the purpose of securing your safety and those around you.

16.3 Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:

• If you, or anyone in your booking party, test positive for Covid-19 and has to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time. Where this event occurs within 14 days of your departure date, you must contact us as soon as possible to discuss your options, as you may not be able to travel as planned.

16.4 We will offer you the following options where possible and subject to availability:(a) Postponing your booking to a later date. We will notify you of any impact to the price the postponement may have (please note that you may have to pay full cancellation charges on some elements of your booking, such as the flight, as well any increase in cost imposed by other suppliers), including amendment fees;

(b) If not everyone in the booking is affected, you will have the right to transfer your place on the booking to another person nominated by you, subject always to the requirements of clause 7.3;

(c) Cancelling your booking, in which case our standard cancellation charges shall apply as of the date we receive notice of cancellation from the lead name. You may be able to claim these charges back from your travel insurance.

16.5 In the event that you test positive for COVID-19 whilst on holiday, you must notify us without delay and we will provide such reasonable assistance as we can in the circumstances. We will not, however, be responsible for covering the cost of any curtailment of your Holiday, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. You must ensure you have adequate travel insurance which covers these costs for you.

16.6  If you fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with the holiday, or that portion of the holiday.

17. Local Excursions/Activities/Events/ Resort Credits

We will not accept responsibility for any excursions, tours, events, services, facilities or activities (“Additional Services”) which do not form part of your package Holiday whatever nature:

• that you book in addition to your package Holiday either via any of our websites, our concierge services or via our website links to a third party or via a third party directly that are not specifically and expressly stated to form a part of your package Holiday or
• that you book while away, or which your hotel or any other third party supplier agrees to provide for you, including any gratuitous extras. 

These Booking Conditions will not apply to any such Additional Services. Instead, your contract will be with the supplier of that Additional Service and not with us. We are not responsible for the provision of the Additional Services or for anything that happens during the course of its provision by the third party supplier.

18. Resort Credits

Resort credits provided or offered by hotels do not form part of your package holiday or Contract with us. Pursuant to clause 17 above, we do not accept liability for any items or experiences including excursions, activities or events booked using resort credits.

19. Data protection/privacy

For full details of what personal data we collect about you, how and why we use it, who we disclose it to, and how we protect your privacy in accordance with the UK GDPR, please see our Privacy Policy at https://www.virginholidays.co.uk/important/privacy-statement .

20. Special requests and medical information

20.1. If you wish to make a special request, you must do so at the time of booking. We will pass any reasonable requests on to the relevant supplier but we cannot guarantee that any such requests will be met. Any failure to arrange a special request on our part shall not be deemed as being a breach of our Contract with you. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met.  We reserve the right to decline any booking that is conditional upon any special request being met.

20.2. We are happy to advise and assist you in choosing a suitable holiday. As some of the accommodation and resorts featured may lack even the simplest facilities, such as ramps for wheelchairs, lifts etc, it is important that, when booking, you advise us of any disabilities and special requirements to make sure the holiday meets your specific needs. If you have any specific dietary needs or severe allergies please contact us to discuss your personal needs. If we reasonably feel unable to properly accommodate the particular needs of the person(s) concerned, we reserve the right to inform you of this. The lead name on the booking must also promptly update us of any changes that may occur after booking but prior to departure. For further assistance, please call the Virgin Atlantic Holidays’ Special Assistance Department on 0844 557 3998 or email [email protected].

20.3. In respect of cruises, expectant mothers in or over their 24th week of pregnancy at the start of the cruise may not be able to travel on certain cruise liners. Pregnant women may be required to provide medical documentation confirming fitness to travel. Cruise liners can refuse boarding and will not accept any responsibility if the requirements are not met. You must inform us if you or any other member of your party is pregnant or becomes pregnant prior to travel.

21. Variation

These Booking Conditions may be varied by us at any time and at our sole discretion. Any new booking conditions will be published on our website and will have immediate effect. No term of these Booking Conditions shall be deemed waived unless such waiver is evidenced in writing and signed by the waiving party.

22. Third Party Rights

A person who is not party to these Booking Conditions shall have no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Booking Conditions.  This clause does not affect any right or remedy of any person which exists or is available otherwise than pursuant to that Act.

23. Severability

If any provision of these Booking Conditions is held invalid or unenforceable, such provision shall be deemed deleted from these Booking Conditions and replaced by a valid and enforceable provision which so far as possible achieves the intent of the original provision. The remaining provisions of these Booking Conditions shall continue in full force and effect.

Date: 18 December 2023

The information data and material (" Information ") contained in this web site (" Web Site ") has been prepared solely for the purpose of providing information about Virgin Holidays Limited (" Virgin Atlantic Holidays "), its subsidiaries and partners and the services that they offer. We try to ensure that information contained on this Web site is accurate and up to date. However, you should always verify the information before acting on it, by calling our Telesales Department or your local travel agent. All holidays sold by Virgin Atlantic Holidays are sold subject to our  booking conditions , which should be read before making an online booking.

1. Content and Subscriber Submissions

1.1  The contents of the Web Site are intended for your personal non-commercial use. All materials published on this Web Site (including, but not limited to articles, features, photographs, images, illustrations, audio clips and video clips, also known as the " Content ") are protected by copyright, trademarks or other intellectual property rights and are owned or controlled by Virgin Atlantic Holidays, or the party credited as the provider of the Content. You shall abide by all additional copyright notices, information, or restrictions contained in any Content accessed through this Web Site.

1.2  This Web Site and its Contents are protected by copyright pursuant to English and international copyright laws. You may not modify, publish, transmit, participate in the transfer or sale of, reproduce (except as provided in Section  1.3  of these Terms and Conditions), create new works from, distribute, perform, display or in any way exploit, any of the Content of this Web Site (including software) in whole or in part.

1.3  You may however download or copy the Content and other downloadable items displayed on the Web Site subject to the following conditions:

1.3.1  The material may only be used for your personal non-commercial purposes. Copying or storing of any Content for other than personal use is expressly prohibited without prior written permission from Virgin Atlantic Holidays or the copyright holder identified in the copyright notice contained in the Contents;

1.3.2  All copies must maintain copyright and other intellectual property notices contained in the original material;

1.3.3  The products, technologies or processes illustrated or described in this Web Site may be the subject of other intellectual property rights reserved by Virgin Atlantic Holidays or by other third parties. No licence is granted in respect of those intellectual property rights; and

1.3.4  Images, trademarks and brands displayed on this Web Site are protected by copyright and other intellectual property laws and may not be reproduced or appropriated in any manner without the written permission of their respective owner(s).

2. Access and Availability of Service and Links

This Web Site contains links to other related World Wide Web Internet sites, resources and sponsors of this Web Site. Since Virgin Atlantic Holidays is not responsible for the availability of these outside resources, or their contents, you should direct any concerns regarding any external link to the site administrator or Webmaster of such site.

3. Software Licences

You shall have no rights to the proprietary software and related documentation, or any enhancements or modifications thereto, provided to you in order to access this Web Site (" Access Software "). You may not sub-licence, assign or transfer any licences granted by Virgin Atlantic Holidays, and any attempt at such sub-licence, assignment or transfer shall be null and void. You may make one copy of such software for archival purposes only. You may not otherwise copy, distribute, modify, reverse engineer, or create derivative works from Access Software.

4. Conditions of Carriage

The carriage of passengers, baggage and cargo by air is subject to the Conditions of Carriage and regulations of the carrier concerned. Carriage of passengers and baggage on flights operated by Virgin Atlantic is subject to the  Conditions of Carriage . If the carrier operating your flight is not Virgin Atlantic, please contact that carrier for further details of their Conditions of Carriage. Other services and products described in this Web Site may well be subject to terms and conditions, details of which may be obtained from Virgin Atlantic Holidays or their service provider (as applicable).

The conditions of contract (which incorporate by reference Virgin Atlantic's General Conditions of Carraige for passengers and baggage) are a precis of the main principles of the  Conditions of Carraige . You can also view a summary of  EC Regulation .

5. Changes to Terms and Conditions

Virgin Atlantic Holidays may from time to time change, alter, adapt, add or remove portions of these Terms and Conditions but if it does so it will post any such changes on this Web Site.

6. Changes to Web Site

Virgin Atlantic Holidays may also change, suspend or discontinue any aspect of the Web Site, including the availability of any features, information, database or content or restrict your access to parts or all of the Web Site without notice or liability.

7. No Warranties

This publication is provided "as is" without any warranty (either express or implied) or implied term of any kind, including but not limited to any implied warranties or implied terms of satisfactory quality, fitness for a particular purpose or non-infringement. All such implied terms and warranties are hereby excluded.

8. Liability for Losses

By accessing this Web Site you agree that Virgin Atlantic Holidays will not be liable for any direct, indirect or consequential loss arising from the use of the information and material contained in this Web Site or from your access of other material on the internet via web links from this Web Site.

9. No Offer to Sell

Nothing in this Web Site shall constitute an offer to sell any securities and must not be relied upon in relation to any investment dealings.

10. Exclusions

The exclusions and limitations contained in these Terms and Conditions apply only to the extent permitted by law.

Your Key Rights under the Package Travel and Linked Travel Arrangements Regulations 2018

 1.            Travellers will receive all essential information about the package before concluding the package travel contract.

 2.           There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.

 3.           Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.

 4.           Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.

 5.           The price of the package may only be increased if specific costs rise (for instance, fuel prices) and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.

 6.           Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.

 7.           Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.

 8.           Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.

 9.           If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem. 

 10.         Travellers are also entitled to a price reduction and/or compensation for damages where the travel services are not performed or are improperly performed.

 11.         The organiser has to provide assistance if the traveller is in difficulty.

 12.         If the organiser or, in some Member States, the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. We have taken out insolvency protection with the financial protection entity The Air Travel Organisers Licensing (ATOL) You can contact  The Air Travel Organisers Licensing (ATOL) scheme Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email [email protected]  if services are denied because of our, Virgin Atlantic Holidays insolvency.

 13.         The Package Travel and Linked Travel Arrangements Regulations 2018 can be found at -  https://www.legislation.gov.uk/uksi/2018/634/contents/made

Terms & Conditions

  These Terms and Conditions contain important terms that you should be aware of, specifically:

• says that we collect your personal information so that we can provide services to you. It also says we will collect and handle your personal information, as well as sharing with others, in accordance with our Privacy Statement and Privacy Polic y; and
• Sets out limitations on our liability to you generally.
• Clause 1.3 sets out our ability to change these Terms and Conditions, including ways to earn Velocity points, redemption rates and changes to partners.
• Clause 2.5 outlines the circumstances in which your membership may be terminated or suspended and the processes that follow in taking this action.
• Clause 3.2 outlines our Velocity Points Booster offering and our limitations on refunds for this offering.
• Clause 4.2, among other items, says that the availability of Flight Rewards is limited and controlled and when you are able to obtain a refund if your flight is cancelled.
• Clause 8.9, among other items, sets out how your Points used to redeem an UpgradeMe Points upgrade can be forfeited and other restrictions that apply to an upgrade.
• Clause 11.1 sets out our fees and charges, which may apply if you access certain benefits or features of Velocity through the Membership Contact Centre rather than through the Velocity website. 

1.  WHAT YOU NEED TO KNOW ABOUT YOUR MEMBERSHIP

1.1 These Terms are a contract between you and us

Velocity Rewards Pty Ltd (referred to as  we ,  us ,  our ) operates and provides the Velocity Frequent Flyer program (referred to as  Velocity ) in accordance with these Terms. If you join Velocity and become a Velocity member (a  member ), these Terms will become a contract between you and us. We both need to comply with them. These Terms are effective as at 9 November 2023 and the laws of Queensland apply to these Terms.

You should regularly check these Terms, including before using any member benefits, as they can change over time  (see clause 1.3) .

1.2 Important things to know about being a Velocity Member

• To earn or redeem Points, you may need to enter into separate terms and conditions with a partner or the business supplying the good or service. Those separate terms and conditions will apply directly between you and them – we’re not a party to them. You can read more about this in  clause 3 (Earning Points) .
• Some Rewards have limited availability – you can read more about this in  clause 4  (Redeeming Points for Rewards). For some airline partner Reward Seats, you’ll need to call the  Membership Contact Centr e to check availability as some Reward Seats can’t be searched or booked online.  Find out more .
• Sometimes we agree with our partners to offer some or all of our members bonus Points or special offers. These are usually only available for a limited time and usually require you to meet eligibility requirements. Offers are sometimes personalised or tailored for a group of members, which means that sometimes not all offers are made to all members. Offers may also be sent directly to you.
• It’s your responsibility to check that you’ve received eligible Points and Status Credits and other member benefits. You’ll need to make enquiries about eligible Points and Status Credits earn transactions within the timeframes set out in these Terms. We may not be able to help you with your enquiry (i.e. you may miss out on earning Points and Status Credits) if it isn’t made within the timeframes in  clause 3  (Earning Points) and  clause 6  (Earning Status Credits).
• Points expire 24 months after the last date you earned or redeemed Points, transferred Points to or from your Singapore Airlines Krisflyer account  (clause 5 ), or bought Points using Points Booster ( clause 3 ).   You can read more about this in  clause 3.1 .
• Status Credits earned from eligible airline partner transactions will expire 365 days from the flight departure date. Status Credits earned from eligible non-airline partner transactions will expire 365 days from the date they’re credited to your Velocity account after an eligible Status Credits earn transaction. You can read more about this in  clause 6  (Earning Status Credits) and  clause 7  (Earning Frequent Flyer Status).
• If you don’t comply with these Terms, we may cancel your membership and take other action we think is appropriate. You can read more about this, including what we expect from you, in  clause 2 (Membership).
• In the course of operating Velocity and providing member benefits and features of Velocity, we collect and handle your personal information. This assists us in the membership join process, allocating of member benefits, promoting services and products offered by us, our related companies and partners, and providing a customised experience when you interact with the Velocity program. You can read more about how we collect and handle your personal information, including sharing with others, in our  Privacy Statemen t  and  Privacy Policy .
• You consent to receiving marketing and promotional communications from us and partners by email, text message or other digital service (e.g. Velocity App), phone or post, subject to our  Privacy Policy  and obligations under applicable laws. You can read more about our marketing practices in our Privacy Policy, including how to manage marketing communications preferences. You can unsubscribe from our contact list at any time using the “unsubscribe” facility in our electronic messages, by managing your contact preferences through your Velocity account when logged in or by contacting our  Membership Contact Centre .
• Subject to your rights under the  Australian Consumer Law   and to the extent allowed by law, we and our related companies, including Virgin Australia, Velocity Frequent Flyer Pty Ltd and their officers, employees, agents, exclude liability to you for any indirect or consequential loss (including economic loss, loss of profits and loss of opportunity), damage, claim or expense, you may suffer in connection with these Terms or Velocity generally.

1.3 Changes to these Terms and Velocity

• We may need to change these Terms from time to time.  We’ll act reasonably in making any changes, and publish any changes to the Terms on the  Velocity website .  It’s important you understand that member benefits and features of Velocity will change over time. This includes but isn’t limited to changes to:
• the ways you can earn and redeem Points – i.e. the Velocity program partners (referred to as partners) you can earn and redeem with;
• Points earn rates for eligible Points earn transactions – i.e. the number of Points you earn on an eligible transaction;
• Status Credit earn rates for eligible Status Credit earn transactions – i.e. the number of Status Credits you earn on an eligible transaction;
• Points redemption rates – i.e. how many Points it will take to redeem a Reward; and
• partners, and the earn and redemption rates set by partners.

We can’t guarantee that certain partners will continue to be part of Velocity, or that any member benefits or features of Velocity will continue to be available.

1.4 When we’ll give you notice of changes

If we make a change to the Program or these Terms where we can control the timing of the change, we’ll try to give you reasonable notice before that change starts applying. If we:

• make a significant change, e.g. a popular partner leaves or we increase the cost to you of redeeming Points for Rewards, we’ll give you at least 30 days’ notice through the email address recorded in your Velocity account and on the Velocity website. These changes will apply to you from the date we advise they’ll start applying.
• make changes that aren’t significant, e.g. a change to a partnership that you haven’t earned or redeemed with recently, you may not receive any prior notice before those changes start applying.

Sometimes we can’t control the timing of a change to the Program or these Terms (e.g. where our partners require us to make a change that affects members). If this happens, we’ll try to give you notice of these changes on the Velocity website before they start applying.

1.5 How we deal with each other and how to contact us

You must act fairly and reasonably when you deal with us and our partners. We’ll act fairly and reasonably when we deal with you as a member. If you have any questions about these Terms, or would like to make a complaint, you can contact the  Membership Contact Centre  or submit a question or  complaint online .

1.6 We can’t guarantee that Velocity will continue forever

If we choose to shut down the Velocity program including these Terms, we’ll do our best to give you at least 6 months’ notice of this by an announcement on the Velocity website and by notice to the email address (or postal address if no valid email address is held) recorded in your Velocity account.

We’ll act reasonably when considering what actions are appropriate and reasonable in the event the Velocity program is shut down.

1.7 Your rights as a consumer

Your Velocity membership is subject to these Terms and any applicable laws, including the Australian Consumer Law. If any provision of these Terms is void, illegal, invalid or unenforceable, the Terms will be read down to the extent necessary to ensure they are not void, illegal, invalid or unenforceable.

In Australia, you have certain rights under the Australian Consumer Law, which include guarantees that come with your purchase of products or services (“Consumer Guarantees”). Your rights under the Consumer Guarantees are separate from, and in addition to the terms which govern how we provide products and services to you. We cannot exclude the operation of the Consumer Guarantees in these Terms.

Where we fail to provide products or services to you in accordance with the Consumer Guarantees, you may be entitled to a repair, replacement, refund or other remedies under the Australian Consumer Law. You may also be entitled to compensation for reasonably foreseeable costs that you incur because of the failure.

These Terms do not exclude or limit the application of the Consumer Guarantees in the Australian Consumer Law or any other statutory rights that you may have under applicable laws that cannot be excluded or limited. Where there is an inconsistency between these Conditions and a Law or Convention that applies to your carriage, the Law or Convention will apply to the extent of the inconsistency.

This is only a short summary of your rights under the Australian Consumer Law. For more information, visit the Australian Competition and Consumer Commission’s website at www.accc.gov.au, or talk to an independent legal representative.

2. MEMBERSHIP

2.1 Who can join

You’re eligible to become a member if you:

• live in Australia, New Zealand, Papua New Guinea, Fiji, Cook Islands, Vanuatu, Tonga, Solomon Islands, Samoa, Christmas Island or Cocos (Keeling) Islands;
• don’t already have a Velocity account; and
• complete the  join process  by providing all requested information. If you’ve got a passport, it’s best to make sure your name on your Velocity account matches your name as shown on your passport. 

Membership eligibility is at our discretion   (e.g. if we’ve ended your membership previously, we may not let you become a member again). If we accept your application, you’ll become a member and receive a unique membership number (your  Velocity number ). If you provide an email address, we’ll usually send a confirmation email as soon as we accept your application. It could take up to 7 days to confirm your membership if you’ve joined through one of our partner join channels.

If you’re under 18 years, you’ll need consent from your parent or legal guardian to join Velocity before applying for membership, and your parent or legal guardian must agree on your behalf to be legally bound by these Terms. If you joined Velocity before you turned 18 and continue to be a member once you turn 18, you’ll be legally bound by these Terms.

2.2 Our promises to each other

You’ll need to:

• comply with these Terms and not breach any of your obligations under them;
• act fairly and reasonably when you deal with us and our partners;
• not engage in misleading, dishonest or fraudulent behaviour in any way connected with your membership or member benefits (or anyone else’s membership or member benefits);
• not engage in unreasonable or unruly behaviour in any way connected with your membership or member benefits (e.g. when travelling on partner flights, using partner lounges or dealing with any of our or our partners’ staff or agents);
• give us truthful and accurate information when you join and throughout your membership and all information and documents we reasonably require (e.g. to verify eligibility for member benefits); and
• keep your Velocity number, password, Velocity App PIN, and Velocity PIN (if you have one) secure and confidential and let us know as soon as you can if you know or are concerned about unauthorised use.

In consideration of you entering into these Terms with us, while you’re a member, we will:

• act fairly and reasonably when we deal with you; and
• comply with our obligations in these Terms.

2.3 Your Velocity account and members benefits

Your Velocity account contains details of your membership and activity. When you log in to your Velocity account, you’ll find your Points, Status Credits and Eligible Sector balances, Status level, member benefits that come with your Status, Velocity number, personal details and offers.

Please check your Velocity account regularly to confirm that member benefits, including Points and Status Credits, have been properly credited. There are specific timeframes within which you can ask to have Points or Status Credits earned on eligible transactions transferred to your account, which differ for each partner. You can check the timeframes on the partner pages on the Velocity website, or with the partner.   You can login and access your Velocity account through the Velocity website or Velocity App, using your Velocity number and password.

You can also access your Velocity account by calling the Membership Contact Centre. We’ll ask you security questions about your Velocity account and you’ll need to answer them correctly before you can access your Velocity account. You need to keep your Velocity account details (e.g. Velocity number, password, personal details etc) secure and confidential and not provide them to anyone. We’re not responsible for any dealings with your Velocity account or membership if you give any of these details to a third party, other than when you have appointed an authorised representative as outlined below.

You can update your details (other than name, sex and date of birth) through the Velocity website or by calling the Membership Contact Centre. You can ask to change your name or correct an error in your date of birth by emailing copies of supporting documentation to us. Please see the  FAQ s for more information.

In some circumstances, we may let you appoint an  authorised representative  who can access and make transactions in relation to your Velocity account. E.g. if you’ve become sick and aren’t able to make transactions yourself. Your authorised representative must deal with your membership and Velocity account in accordance with these Terms. Please see the  FAQ s for more details.

Executors or administrators of your estate can ask us to transfer your Points to another Velocity account or redeem Points associated with your Velocity account (or both). They’ll need to let us know as soon as possible as unused Points will continue to expire in accordance with  clause 3 (Earning Points) . Status Credits and  Eligible Sectors  can’t be transferred and will be forfeited once we are notified of your death.

You can’t sell, transfer or otherwise deal with your or someone else’s Points, Status Credits or other member benefits in a way not permitted by these Terms. Your member benefits aren’t transferable except in the limited circumstances set out in these Terms – i.e. under  clause 5  and Points transfers made by executors and administrators (see above). Membership isn’t transferable. 

More details on member benefits can be found on the  Velocity website .

2.4 Unauthorised use of your Velocity account

If you notify us of unauthorised use of your Velocity account or we think your Velocity account may have been compromised, we may require you to create a new Velocity account or change your Velocity account details (or both). We may decide not to investigate unauthorised use or transactions until your new Velocity account has been created or your details are changed. If a new Velocity account is created, Points and Status Credits from your previous Velocity account will be transferred but you’ll be responsible for linking your new Velocity account to relevant partner accounts.

2.5 When we can suspend or end your membership

If we reasonably suspect you’ve breached these Terms,   we may:

• end or suspend your membership;
• reverse or cancel Points or Status Credits credited to your account;
• cancel or refuse to honour any member benefits that you’ve redeemed or been provided with;
• reverse any transfer of Points to or from any eligible airline loyalty programs; or
• make any other decision or take any other action that we think is reasonably necessary in the circumstances.

Other than as set out below, if we are considering ending your membership because you have breached these Terms, we’ll give you at least 14 days’ prior notice requesting that you remedy any breach (if it can be remedied) and asking you to explain why we should not end your membership. We’ll take your explanation into account in making our decision.

Circumstances in which we may consider it reasonable to immediately suspend your membership without notice include if we:

• identify or suspect potentially fraudulent or dishonest activity in connection with your Velocity account; or
• suspect you’ve dealt with or attempted to deal with member benefits other than in accordance with these Terms (e.g. you’ve attempted to sell, transfer or otherwise deal with your or someone else’s Points, Status Credits or other member benefits in a way not permitted by these Terms).

2.6 How you can end your membership

2.6.1 You can end your membership at any time by giving notice to us by phone or email. If you end your membership for reasons other than Velocity’s breach of these Terms, we’ll close your Velocity account and you’ll forfeit all your member benefits (including Points, Status Credits and Eligible Sectors). You can’t reactivate a closed Velocity account and if you want to join again in future, you’ll need to create a new Velocity account.

2.6.2 If you end your membership because of Velocity’s breach of these Terms or an applicable law, you may be entitled to remedies under applicable laws (including the Australian Consumer Law).

3. EARNING POINTS

3.1 The basics

Points  are a member benefit that you can earn when you buy products or services from our partners, or complete certain activities in the Velocity app or Velocity website, that are eligible to earn Points – we refer to this as making an ‘eligible Points earn transaction’. Points don’t have a cash value and can’t be converted to cash (and they aren’t property or currency).

As a member, you have lots of ways to earn Points. Once you’ve earned enough Points, you can redeem them for  Rewards  (as long as they’re available and you comply with these Terms).

You can earn Points for eligible Virgin Australia flights and eligible airline partner flights travelled from your join date, or up to 30 days before your join date if you submit a retrospective earn claim. You can only earn Points on eligible transactions with non-airline partners from your join date.

Your Points will expire 24 months after the last date you earned or redeemed Points, transferred Points to or from your Velocity account using your Flybuys or Singapore Airlines Krisflyer account  (clause 5) , or bought Points using Points Booster (clause 3.2). When calculating your Points expiry date, we disregard any Points you earn in a  Family Poo l as a beneficiary account member,  Points transferred to or from your Family Member s, and earning of Status Credits. This activity won’t stop your Points expiring.

Eligible Points earn transactions and the terms on which you can earn Points differ between partners and may vary depending on your  Status level . You should check partners’ Points earn rates and applicable terms and conditions before making an eligible Points earn transaction with them.

For details of current partners and Points earn rates and applicable terms and conditions, check out the partner pages on the  Velocity website . We’ve also included a summary below of some key things you should know.

Earn in the sky with Virgin Australia and our airline partners

Virgin Australia

You can earn Points for  eligible travel with Virgin Australia .

The Points you earn for Virgin Australia domestic and international short haul flights is based on how much your fare costs, so the more you spend, the more Points you can earn. Points aren’t earned on certain fees or charges (e.g. baggage charges and credit card surcharges).  

Airline partners

You can earn Points for eligible travel with our  many airline partners .

The Points you earn are usually based on the fare class and the number of miles you are travelling, so the higher your fare type, the more Points you generally earn.

Your Points earn rate may vary depending on the type of ticket you buy. This is usually due to the terms of our commercial arrangements with partners.

Other important things you should know

• You’ll need to add your Velocity membership number to your booking to automatically earn Points.
• You should make sure your name and Velocity number recorded in your itinerary exactly matches your Velocity account details, or you may miss out on earning Points. You can update your Velocity membership details in accordance with clause 2.3, or contact the relevant airline about the name on your itinerary if applicable.
• Points earn is based on the fare you booked. This means you’ll earn Points based on the fare class originally purchased, even if you purchase or use Points to travel on an upgraded fare (unless you paid the full fare difference between the original fare class ticketed and the new higher fare class, and were reissued with a ticket in a higher fare class).
• You won’t earn Points for any  Flight Sector  that isn’t flown or that is refunded.
• You won’t earn Points for others flying with you, even if you’ve paid for their ticket (unless you have an eligible  Family Pool ).
• You won’t earn Points on Reward Seat tickets (including reward tickets issued by our airline partners), complimentary tickets, tickets purchased as part of a packaged holiday, or tickets which are subject to conditions that exclude Points earn. On some airline partner flights, you may not earn any Points at all due to the terms of our commercial arrangements with partners. Check our airline partner page for more information.   

Earn on the ground with Velocity’s other partners

You can earn Points when you make an eligible Points earn transaction with our partners in  various categories including retail, lifestyle, travel and financial services .

Earn Points through the Velocity app or the Velocity website

You may be eligible to earn Points when using the Velocity app or visiting the Velocity website (such as completing specified actions).

Earn when you shop at the Velocity e-Store

You can browse hundreds of retailers and earn Points when you shop online and make an eligible purchase with the  Velocity e-Store .

The Velocity e-Store is run by Collinson Group Pty Ltd ACN 083 835 661 ( Collinson ). In addition to these Terms, your use of the Velocity e-Store is subject to any terms and conditions published by Collinson on the Velocity e-Store or linked from the Velocity e-Store (e.g. retailer terms and conditions). These terms and conditions may be amended from time to time, so please read them carefully each time you access the Velocity e-Store.

Some other important things you need to know about earning Points:

• You may not earn Points on eligible Points earn transactions if you don’t provide your Velocity number or show your Velocity card at the time you make an eligible earn transaction or when we or a partner ask for it.
• We do our best to allocate Points earned from eligible Virgin Australia marketed and operated flights within 2-3 days of completed travel but timing may vary, based on the terms and conditions for specific offers or the partner the transaction is made with. Points earned with Partners may take longer to show in your Velocity account including up to 8-10 weeks.
• We’ll only credit Points to the Velocity account of the member who makes the eligible Points earn transaction. We won’t allocate Points, and we can reverse any Points allocation, for any transaction which has been cancelled, refunded or where products or services are returned or aren’t supplied. We can also reverse any allocation of Points if they have been allocated in error or if you have breached these Terms..
• If you’re also a member of a partner’s loyalty program, then you can earn  only one of  Points in Velocity or reward points/miles in the partner’s loyalty program for an eligible Points earn transaction. To the extent permitted by law, we aren’t responsible for the operation of partner programs and any benefits under these programs are subject to the terms and conditions of those programs.

3.2 You can  only  buy Points with Velocity Points Booster

If you don’t have enough Points to redeem a Reward, you can buy Points with  Velocity Points Booster  if you follow these rules:

• To be eligible to purchase Points, members must have a minimum Points balance of 1 Point.
• you can buy a minimum of 1,000 Points at a time, as many times as you like (up to a maximum of 250,000 Points each year);
• the Points will be allocated to the Velocity account of the member buying them;
• prices are in Australian Dollars and are inclusive of GST. The applicable price will be the price published at the time you buy the Points; and
• you’re responsible for any fees charged by financial institutions in connection with Points Booster transactions. Please note these transactions are processed overseas and your financial institution will generally charge a foreign exchange/overseas transaction fee.

Points you buy must be redeemed for a Reward. Buying Points doesn’t guarantee the availability of the Reward you’d like. Once you buy Points, the amount paid is non-refundable (unless you’re entitled to a  refund under the Australian Consumer Law ).  A fee applies  for Points Booster transactions made through the Membership Contact Centre.

3.3 What to do if you think you’re missing Points

If you have an enquiry about an eligible Points earn transaction (e.g. you think the Points you’ve earned are wrong or you haven’t received Points) or you want to make a retrospective earn claim (if available), you must:

• Partner transactions (that aren’t airline partners):  Contact the partner no later than 3 months from the date of the Points activity you’re asking about.
• Virgin Australia and airline partner transactions (excluding FlyPelican):  Access the missing  Points claim tool  on the Velocity website no later than 6 months from the date of the Points activity you’re asking about.
• FlyPelican transactions:  Contact FlyPelican no later than 30 days from the date of the Points activity you’re asking about.

We may not be able to help you with your enquiry (i.e. you may miss out on earning Points) if it isn’t made within the above timeframes.

4  REDEEMING POINTS FOR REWARDS

4.1 The basics

When you use your Points for Rewards, this is referred to as “redeeming Points”. We allow you to redeem Points with the help of our partners who supply Rewards. Points can only be redeemed as provided in these Terms or as we otherwise expressly allow.

Rewards are subject to availability and any terms and conditions imposed by the supplier of the Rewards. The partners we work with usually also have separate terms and conditions that may also govern your relationship with them as well as the supply of Rewards. A list of  current Rewards  is available. We can’t guarantee the availability of Rewards.

You’ll only be able to redeem Points for a Reward if you have the required number of Points in your Velocity account for that Reward. We’ll let you know how many Points you’ll need to redeem and any cash amount (if applicable) you’ll need to pay to obtain a Reward. We usually set this out on the Velocity website (e.g.  see the Reward Seat points and carrier charges tables ). In some cases, you’ll need to call the  Membership Contact Centre  to find out how many Points (and dollars) you’ll need to redeem a Reward.

We may, acting reasonably, make changes from time to time to the way in which you redeem Points for a Reward. We will always try to provide you with reasonable notice in accordance with clause 1.4, where we:

• vary the terms that apply to redeeming Points for Rewards;
• alter the number of Points required to obtain a Reward;
• alter the cash amount required to obtain a Reward (e.g. carrier charges);
• limit times when Rewards will be available;
• make any changes to Rewards and their availability;
• withdraw, cancel, substitute, or in any way change any of the Rewards previously advertised;
• impose restrictions and conditions for obtaining a Reward; or
• supply a substitute comparable Reward that is different from the Reward you requested, with your consent. If you don’t consent to the substitution, we’ll refund the Points redeemed for that Reward.  

If you have queries or complaints about the quality or otherwise of a Reward, please contact the supplier of that Reward in the first instance. You can also contact the  Membership Contact Centre . 

4.2 Flight Rewards

You can use your Points to redeem a flight Reward offered by Virgin Australia and airline partners in accordance with these Terms.  Please consider the Fare Rules and the relevant airline’s conditions of carriage that apply for each type of flight Reward before making a booking.

A  Flight Sector  is a single direct flight between two consecutive locations (e.g. Sydney to Melbourne direct is one Flight Sector).

4.3 Velocity Rewards Store

The Rewards Store is run by Collinson Group Pty Ltd ACN 083 835 661 ( Collinson ). Collinson sources and manages retailers who offer products and services (products) for sale at the Rewards Store.

In addition to these Terms, your use of the Rewards Store is subject to any terms and conditions published by Collinson on the Rewards Store or linked from the Rewards Store (e.g. retailer terms and conditions). These terms and conditions may be amended from time to time, so please read them carefully each time you access the Rewards Store.

5. TRANSFERRING POINTS (it’s different from redeeming them for rewards)

5.1   Family Pooling

A  Family Pool  lets Family Members transfer their Points, or Points  and  Status Credits from up to 5 contributing accounts to  one  beneficiary account. Family Pooling is one of our most loved member benefits because it can help you reach your next Reward sooner and earn Status by pooling Status Credits. You can choose whether you transfer only Points, or both your Points and Status Credits.

Once a Family Pool is created, all Points (or Points and Status Credits if you elected to transfer both) that you earn while you’re a contributing account member will be automatically transferred on an ongoing basis to the beneficiary account member. You can’t choose  how much  of your Points and Status Credits your beneficiary gets on a per transaction basis; they’ll receive all of whichever of your Points or Status Credits you elected to transfer when you created the Family Pool.  If you’re a contributing account member, you can start or stop contributing to a Family Pool at any time by logging in to your Velocity account and accessing the Family Pool section. Any existing Points and Status Credits in a contributing account at the time the Family Pool is created won’t be transferred to the beneficiary account.

A  Family Member  is someone you can demonstrate lives at the same residential address as you and is related to you in any of the following ways: husband, wife, domestic partner or de facto, mother or father (including in-law), son or daughter (including in-law), brother or sister (including in-law), grandparent or grandchild, uncle or aunt, niece or nephew, first cousin, or any foster, step or adopted relationship in any of these categories.

You can have up to 6 members in a Family Pool at a time. Only 2 members in a Family Pool can be 18 years or over. If a third Family Pool member turns 18, they’ll be automatically removed from the Family Pool. In each calendar year, you can contribute to up to 2 beneficiary accounts (only one at a time).

We can cancel a Family Pool (including automatically removing members from a Family Pool) at any time if the Family Pool doesn’t comply with these Terms.

5.2 Points transfers to Singapore Airlines

You can transfer Points from your Velocity account to, and you can receive a transfer of miles from your Singapore Airlines PPS Club / KrisFlyer membership account ( Singapore Airlines account ), subject to these rules:

• you must first link your Velocity account and Singapore Airlines account and to do this your first name, surname and date of birth details in each account must match;
• each Points transfer from your Velocity account must be a minimum of 5,000 Points;
• you can’t reverse Points transfers once made (so ensure you’ve entered correct details first); and
• a fee  applies when transferring Points through the Membership Contact Centre.

In accordance with these Terms, we can vary the rate at which Points can be converted between your Velocity account and your Singapore Airlines account, and will provide you with reasonable notice in accordance with clause 1.4,

5.3 Points transfers to Family Members

You can transfer Points from your Velocity account to the Velocity account of any of your  Family Members , subject to these rules:

• you can make up to 4 Points transfers each year from your Velocity account to Family Members;
• each Points transfer must be for a minimum of 5,000 Points and a maximum of 125,000 Points;
• a fee  applies if you transfer Points through the  Membership Contact Centre .

6. EARNING STATUS CREDITS

6.1 The basics

Status Credits are a member benefit that you can earn when you buy products or services from selected partners that are eligible to earn Status Credits (primarily Virgin Australia and selected airline partners) – we refer to this as making an ‘eligible Status Credits earn transaction’. Status Credits are only used to determine your  Status level  and your eligibility for certain member benefits. Status Credits don’t have a cash value and can’t be converted to cash (and they aren’t property or currency).

Status Credits earned from eligible airline partner transactions will expire 365 days from the flight departure date. Status Credits earned from eligible non-airline partner transactions will expire 365 days from the date they’re credited to your Velocity account after an eligible Status Credits earn transaction.

You can earn Status Credits for eligible Virgin Australia flights and eligible selected airline partner flights travelled from your join date or up to 30 days before your join date if you submit a retrospective claim. You can earn Status Credits on eligible transactions with selected non-airline partners from your join date. For details of current partners and Status Credits earn rates and restrictions, check out the partner pages on the  Velocity website.

Eligible Status Credits earn transactions and the terms on which you can earn Status Credits differ between partners and may vary depending on your membership  Status . Please check the Status Credits earn rates and applicable partner terms and conditions before making an eligible Status Credits earn transaction with a partner. Offers may also be sent directly to you. These offers may be personal to you and are sometimes not made available to all members.

Some other important things you need to know about earning Status Credits:

• Status Credits earn is based on the fare you booked. This means you’ll earn Status Credits based on the fare class originally purchased, even if you purchase or use Points to travel on an upgraded fare (unless you paid the full fare difference between the original fare class ticketed and the new higher fare class, and were reissued with a ticket in the higher fare class).
• You won’t earn Status Credits on Reward Seat tickets (including reward tickets issued by our airline partners), complimentary tickets, tickets purchased as part of a packaged holiday, or tickets which are subject to conditions that exclude Status Credits earn. On some airline partner flights, you may not earn any Status Credits at all due to the terms of our commercial arrangements with partners.
• You may not earn Status Credits on eligible transactions if you don’t provide your Velocity number or show your Velocity card at the time you make an eligible earn transaction or when we or a partner ask for it. 
• Please make sure your name and Velocity number recorded in your itinerary exactly matches your Velocity account details, or you may miss out on earning Status Credits.
• We’ll only allocate Status Credits to the Velocity account of the member who makes the eligible Status Credits earn transaction. You won’t earn Status Credits for others flying with you, even if you have paid for their ticket (unless you have an eligible  Family Pool ).
• You won’t earn Status Credits for any  Flight Sector  that isn’t flown or that is refunded. We won’t allocate Status Credits, and we can reverse any Status Credits allocation, for any transaction which has been cancelled, refunded or where products or services are returned or aren’t supplied. We can also reverse any allocation of Status Credits if they have been allocated in error.
• We do our best to allocate Status Credits earned from eligible Virgin Australia marketed and operated flights within 2-3 days of completed travel but timing may vary. There may sometimes be a delay between eligible Status Credits earn transactions with partners and you receiving Status Credits in your Velocity account.
• We won’t allocate Status Credits for eligible transactions if you’ve already earned credits in another other loyalty program. If you’re also a member of a partner’s loyalty program, then you can earn  only one of  Status Credits in Velocity or frequent flyer status credits in the partner’s loyalty program for an eligible Status Credits earn transaction. You can nominate your preferred loyalty program at time of booking. We aren’t responsible for the operation of partner programs and any Status Credits or other benefits under these programs are subject to the terms and conditions of those programs.

6.2 What to do if you think you’re missing Status Credits

If you have an enquiry about an eligible Status Credits earn transaction (e.g. you think the Status Credits you’ve earned are wrong or you haven’t received Status Credits) or you want to make a retrospective claim (if available), you must submit a claim through the  missing Points claim tool  on the Velocity website no later than 6 months from the date of the Status Credits activity you’re asking about.

We may not be able to help you with your enquiry (i.e. you may miss out on earning Status Credits) if it isn’t made within the above timeframes.

7.  EARNING FREQUENT FLYER STATUS

7.1 The basics

Your Status level with Velocity determines the types of member benefits you’re entitled to access. Below are some important concepts to understand:

• Status:  your membership level with Velocity determined according to the Eligible Sectors you’ve flown and Status Credits you’ve earned in the previous 365 days. You’ll either be Red, Silver, Gold or Platinum membership level. You can only be one Status level at a time. Your Status Credits balance is calculated daily on a rolling basis according to Status Credits earned in the previous 365 days.
• Eligible Sector:  a flight with a “VA” flight number that you have flown excluding Reward Seats and Economy Lite fares. Your Eligible Sector balance is calculated daily on a rolling basis according to Eligible Sectors flown in the previous 365 days.
• Benefit Period:  12 months starting on the day your membership level is upgraded, maintained or downgraded (whichever happened most recently). Your Benefit Period restarts each time an upgrade, maintain or downgrade event happens.
• Review Date:  the last day of your Benefit Period.

When you join Velocity, you’ll be assigned Red Status. Each Status level has different member benefits,  read more about Status .

Your Status level is assessed daily based on your Status Credits and Eligible Sector balances to determine if you’re eligible to upgrade your Status level.

If you meet the eligibility criteria for a Status level, you’ll be upgraded to that Status level for your Benefit Period. On each Review Date, if you still meet the eligibility criteria for a Status level, you’ll maintain that Status level for a further Benefit Period after the Review Date. If you don’t meet the eligibility criteria for a Status level on your Review Date, you’ll be downgraded to the Status level below your current Status level.

We may upgrade, downgrade or maintain your Status level in accordance with these Terms.

7.2 How to upgrade or maintain your Status

To upgrade your status, you need to have flown the number of Eligible Sectors and earned the number of Status Credits set out below during the previous 365 days – calculated daily on a rolling basis.

Once you upgrade to a higher level of membership, you will have 12 months (from the day of your upgrade to your new Review Date) to achieve the required number of Status Credits and Eligible Sectors to maintain your membership.

To maintain your Status

8. BENEFITS FOR STATUS MEMBERS

8.1 Guaranteed Economy Reward Seats for up to 4 family members – Platinum members

Platinum members can make one Reward Seat booking in each Benefit Period, for up to 4 guests on Economy class return flights, either on a Virgin Australia domestic route, or departing Australia (or New Zealand if the Platinum member is a New Zealand resident) to an any international destination to which Virgin Australia flies, subject to these rules:

• Platinum member must be travelling on the booked flight and the Points must be redeemed from their Velocity account.
• Platinum member must contact the Membership Contact Centre to request a booking and advise desired departure and return dates, destination and number of guests. The booking must be made at least 6 months prior to the desired departure date and allow one day for Virgin Australia domestic flights (3 days for international flights) either side of the desired departure and return dates. We can choose the flight date, time and route at our discretion but will consider your desired travel plans.
• Must include the same origin and destination in both directions for return travel and may not include stopovers of more than 6 hours between Flight Sectors.
• If redeemed for less than 3 accompanying guests or for a one way booking only, the remainder of the benefit will be forfeited.
• Benefit expires if the flights aren’t booked before the Platinum member’s next Review Date.
• To the extent permitted by law, changes to and cancellation of bookings are restricted and may incur rebooking or cancellation fees (or both).
• Platinum members who don’t live in Australia or New Zealand are responsible for their own costs of getting to Australia or New Zealand to access this benefit.
• The number of Points required for a Guaranteed Economy Reward Seat varies according to the distance flown, as displayed in our  Reward Seat tables , plus any applicable taxes, fees and carrier charges.
• Guaranteed Economy Reward Seat bookings cannot be made in conjunction with any discount or special Reward Seat offers. 

8.2 Guaranteed Economy Reward Seats for up to 4 family members – Gold members

Gold members can make one Reward Seat booking with in each Benefit Period, for up to 4 guests on Economy class return flights on a Virgin Australia Domestic services, subject to these rules:

• Gold member must be travelling on the booked flight and the Points must be redeemed from their Velocity account.
• Gold member must contact the Membership Contact Centre to request a booking and advise desired departure and return dates, destination and number of guests. The booking must be made at least 6 months prior to the desired departure date and allow one day either side of the desired departure and return dates. We can choose the flight date, time and route at our discretion but will consider your desired travel plans.
• Benefit expires if the flights aren’t booked before the Gold member’s next Review Date.

8.3 Complimentary partner membership – Platinum and Gold members

Platinum and Gold members are entitled to enrol once into one car hire loyalty program and one hotel loyalty program, with a nominated partner, at no charge for a minimum of 12 months ( Complimentary Partner Membership ). By enrolling in the Complimentary Partner Membership, you will need to accept the terms and conditions of that partner’s program.

Your membership level for Complimentary Partner Membership will be reasonably equivalent to your membership level in Velocity, as determined by the relevant partner. Complimentary Partner Membership will end after 12 months from the date of nomination by the Platinum or Gold member. Your eligibility for continued membership, and membership level, in the partner’s loyalty program after 12 months is subject to you fulfilling the eligibility requirements specified in, and complying with, the partner’s program terms and conditions.

Velocity will be selected as your nominated loyalty program for eligible Points earn transactions with the relevant partner during your Complimentary Partner Membership. Velocity will continue as your nominated loyalty program once the Complimentary Partner Membership has ended, unless you contact the partner and change it.

We’re not responsible for the delivery of partner programs, including the provision of membership benefits in the partner program.

8.4 Virgin Australia Lounge access – Platinum, Gold and Silver members

Platinum and Gold members are entitled to complimentary access to the Virgin Australia Lounge during their Benefit Period. Silver members are allocated 2 single-entry vouchers upon reaching or maintaining Silver Status; these expire 12 months after being added to your Velocity account. Virgin Australia Lounges do not include the Beyond Lounges and are only available in selected airports in Australia . Entry to the  Virgin Australia Lounge is subject to the terms and conditions  of the Virgin Australia Lounge. Lounge access may be limited during peak periods and disruptions, like during poor weather. View a list of  Virgin Australia Domestic Lounge locations .

Lounge passes are non-transferable and must be used either by you or a guest accompanying you (if you’re already entitled to access the Virgin Australia Lounge).

8.5 Airline partner Lounge access – Platinum and Gold members

Platinum and Gold members are entitled to complimentary access to selected partner lounges during their Benefit Period. When you visit a lounge operated by our partner (like Singapore Airlines or Etihad Airways) you’ll need to present your boarding pass and Velocity card. Make sure you bring your physical Velocity card as not all lounges can accept a digital card. Entry to partner lounges is subject to the partners’ terms and conditions,  find more information

8.6 Fly Ahead – Platinum and Gold members

Platinum and Gold members with a confirmed booking for a Virgin Australia marketed and operated domestic flight and who arrive at the airport in time for an earlier flight than their booked flight, can request that they and up to 3 accompanying guests on the same booking, be carried on an earlier flight ( Fly Ahead ).

A Fly Ahead request is not guaranteed and is subject to these rules:

• Not available to members travelling on group bookings or Economy Lite fares.
• For Platinum members, Fly Ahead is available on Business, Economy Flex and Economy Choice fares.
• For Gold members, Fly Ahead is available on Business and Economy Flex fares.
• Can’t be requested at the Lounge for members who have check-in baggage or at a mid-way point of a connecting journey.
• Only available for individual Flight Sectors departing from the location at which the request is made.
• By Platinum and Gold Members, at the Virgin Australia Lounge or kiosk (where kiosk Fly Ahead functionality is available) for members with no check-in baggage, or at the Virgin Australia Priority check-in counter or Service Desk for members who have baggage and have not yet checked in. Requests must be made at least 30 minutes before the scheduled departure time while the flight is still open for check-in.
• By Platinum Members, by calling the Virgin Australia Guest Contact Centre at least 1 hour before the scheduled departure time while the flight is still open for check-in. Platinum Members can request to Fly Ahead on a flight between Brisbane, Sydney and Melbourne departing up to 2 hours prior to their booked flight, and for all other domestic Virgin Australia flights, on a flight immediately prior to their booked flight.
• Member and accompanying guests (if applicable) must hold confirmed seats on the same Virgin Australia marketed and operated domestic flight and be travelling to the same place in the same booking as the Gold or Platinum Velocity member.
• Catering is not guaranteed on the Fly Ahead flight.
• Routing changes to the Fly Ahead flight are not permitted and must remain as a single Flight Sector.
• Seats must be available in the same cabin as the cabin originally purchased by the member, on the eligible Fly Ahead flight.
• No guests on the earlier Virgin Australia domestic flight will be displaced to accommodate a request.
• Fly Ahead is subject to availability and this is controlled by Virgin Australia. While an earlier flight may have seats available for sale, these may not be available for Fly Ahead

If the request is granted and you and your accompanying guests (if applicable) are moved to an earlier Virgin Australia domestic flight in a lower fare class (including lower cabin class) than what you originally purchased), you won’t receive a refund of any difference (unless you are entitled to a refund under the Australian Consumer Law).

8.7 Membership pause for parental leave – Platinum, Gold and Silver members

Platinum, Gold and Silver members who wish to spend time caring for a child under 2 years (including adoption) can apply to have their Velocity account paused for 6 months to maintain a Status level ( Membership Pause ). We’ll reasonably consider any request for Membership Pause requested during your Benefit Period only (i.e. while you still have your Status).

You’re entitled to apply for Membership Pause once for each child, up until that child reaches 2 years. There can be up to 2 member parents on Membership Pause, for the same child, at any one time. You can call the Membership Contact Centre to apply for Membership Pause. You’re limited to one approved Membership Pause each 24 month period.

During the Membership Pause, you:

• can continue to earn Status Credits and earn and redeem Points;
• will continue to have expired Status Credits removed from your Velocity account;
• can continue to redeem any remaining benefits associated with your membership level prior to their expiry date;
• can’t be upgraded to a higher Status level by earning sufficient Status Credits and flying the required number of Eligible Sectors; and
• can’t request to be taken off the Membership Pause.

At the end of the Membership Pause, you’ll maintain your existing Status level for a further 12 months, unless you’ve earned enough Status Credits and flown the required number of Eligible Sectors to upgrade to a higher  Status level .

8.8 Priority waitlist – Platinum, Gold and Silver members

Platinum, Gold and Silver members can make a waitlist booking for a seat in a cabin if all seats in the desired cabin of a Virgin Australia marketed and operated flight are fully booked. If a seat becomes available in the desired cabin, priority to purchase that seat will be given to members according to their Status level in the following order: Platinum members first, then Gold members, then Silver members.

Priority waitlist applies only to bookings made in Economy Flex or Business fares on Virgin Australia marketed and operated flights. A Priority waitlist booking doesn’t guarantee that a seat will be made available for purchase.

8.9 UpgradeMe Points

UpgradeMe Points flight upgrades allows you to use Points to upgrade to a higher cabin class on Virgin Australia marketed flights (we call this benefit UpgradeMe Points).

9. ADDITIONAL BENEFITS FOR PLATINUM MEMBERS

9.1 Priority Economy Seat

If there are no seats available for sale online in the Economy cabin on a Virgin Australia flight, a Platinum member may be able to purchase up to two Economy Flex fare seats on that flight (must be full Economy fare / 'Y' class) ( Priority Economy Seat ), subject to these rules:

• The Platinum member must be included in the Priority Economy Seat booking and must travel on the flight.
• The Priority Economy Seat booking must be made by calling the  Membership Contact Centre  by midday the day before the desired departure date (in the time zone of the proposed departure port). The booking can’t be made at any airport service desk or through the Velocity website.
• this benefit may be restricted without prior notice e.g. for certain routes or under special circumstances (including natural disasters).

9.2 UpgradeMe Platinum Offer

In each  Benefit Period , Platinum members who have paid the full fare for an Economy Flex fare are entitled to a complimentary upgrade to Business class on up to 4 Virgin Australia marketed and operated domestic or international short haul  Flight Sectors  ( Upgrade ). This benefit is available subject to these rules:

Redeeming Upgrades

• Platinum members can redeem an Upgrade by calling the  Membership Contact Centre , either at the time of booking or to upgrade an existing booking, up to 2 hours before scheduled flight departure. There are additional benefits that may be available at the airport (see below).
• Upgrades can be redeemed for guests who are travelling on the same flight as the Platinum member, when booked in a Flex fare.

Changes and cancellations

• Platinum members can make changes to a confirmed Upgrade up to 24 hours before the flight’s scheduled departure at no charge (subject to seat availability).
• Platinum members may cancel a confirmed Upgrade at least 24 hours before scheduled flight departure and revert to their original fare provided the original fare is still available on that Flight Sector. The Upgrade will be re-credited to the Platinum member’s Velocity account if the benefit hasn’t expired.
• If a Platinum member cancels or changes a confirmed Upgrade within 24 hours before the flight’s scheduled departure, or fails to board the flight (no-show), the Upgrade will be forfeited.

Any restrictions?

• Upgrades are subject to availability which is controlled by Virgin Australia. Some flights may have no upgrades available.
• Upgrades will expire if not redeemed before the Platinum member’s next  Review Date . Travel dates for Upgrades aren’t required to be within the current  Benefit Period . Platinum members on Membership Pause can still redeem Upgrades prior to their expiry.
• Platinum members will earn Status Credits and Points for Upgrades based on the original fare class they booked in the lower cabin.
• Waitlisting isn’t available if a Platinum member isn’t able to secure an Upgrade.

Requesting Upgrades at a Virgin Australia Lounge

• Upgrades can be requested at the Virgin Australia Lounge for Virgin Australia marketed and operated domestic flights on the same day of travel, until 40 minutes prior to the flight’s scheduled departure.
• Business class upgrades at the Virgin Australia Lounge are subject to availability of the applicable booking class and airport operational requirements (e.g. seat may be required for other guests with specific assistance requirements).
• If an Upgrade is requested at a Virgin Australia Lounge, and no Upgrade benefits are available in the Platinum member’s Velocity account at the time of request and the Platinum member proceeds with the upgrade, the required Points for the upgrade (if not paying cash) will be calculated and deducted from their Velocity account. 

9.3 Companion Gold and Companion Platinum membership

If a Platinum member earns 500 Status Credits over and above the required number of Status Credits to maintain their Platinum Status (800 Status Credits) within their Benefit Period (total 1,300 Status Credits), the member is entitled to nominate a family member or friend, who is a member, to Gold Status ( Companion Gold ).

If a Platinum member earns 1,000 Status Credits over and above the required number of Status Credits to maintain their Platinum Status (800 Status Credits) within their Benefit Period (total 1,800 Status Credits), their nominated Companion Gold member can be upgraded to Platinum Status ( Companion Platinum ) by calling the Membership Contact Centre. If the Platinum member hasn’t previously nominated a Companion Gold member, then they are entitled to nominate a Companion Platinum member.

A Platinum member may nominate a Companion Gold or Companion Platinum member by calling the  Membership Contact Centre  at any time up until 12 months after the date the Platinum member becomes entitled to use this benefit. When a member is upgraded to Companion Gold or Companion Platinum membership, the nominated companion member will be notified by email. You can’t change the nominated companion member once they’re upgraded.

Companion Gold and Companion Platinum membership is valid for 12 months from the date of the relevant upgrade. On expiry of the 12 month period, the nominated member’s membership level will be assessed in accordance with these Terms.

10.  OTHER MEMBERSHIP BENEFITS

10.1 Pilot Gold

We may offer selected members who haven’t earned enough Status Credits to upgrade to Gold Status, the ability to trial Gold Status for 3 months ( Pilot Gold Trial ). We offer this benefit in our discretion and we don’t guarantee that you’ll be offered it.

During a Pilot Gold Trial:

• you’ll receive some member benefits connected with Gold Status. Benefits you won’t receive include: Gold member baggage tag, complimentary partner memberships, guaranteed Reward Seat, membership pause for parental leave;
• you’ll continue to earn Status Credits, Points and Eligible Sectors in the same way as other members; and
• your Status Credits balance will reflect the number of Status Credits, Points and Eligible Sectors you’ve earned since receiving a Pilot Gold Trial.

You can maintain Gold Status for a further 12 months if you earn 80 Status Credits and fly at least one  Eligible Secto r , before the Pilot Gold Trial ends. If you don’t achieve this, your Status level will be assessed in accordance with these Terms.

11.  OTHER IMPORTANT STUFF

11.1 Fees and charges / Fee table

From time to time, we may charge fees to members for all or any benefits or features connected with Velocity. We’ll give at least 30 days’ notice of the introduction of, or change to, any fees, and also post details on the Velocity website.

Additional fees apply (see fee table below) if you access certain benefits or features of Velocity through the Membership Contact Centre rather than through the Velocity website. Fees are in Australian dollars (AUD) and include GST where applicable.

If you’re unable to access the Velocity website because of disability or impairment, we may waive any fee that would otherwise apply.

11.2 You’re responsible for any tax liabilities

We aren’t responsible for and we make no representations about any tax liability in connection with you participating in Velocity or using any Rewards, member benefits or other features of Velocity. You’re solely responsible for all taxes, GST, duties, levies, fees, charges or other liabilities ( Taxes ) in connection with your participation in Velocity, Points and Status Credits earned and the use of Rewards, member benefits and otherwise. You should seek advice from your professional accountant or tax adviser to ensure you understand any possible Taxes related to your participation in Velocity.

In addition to the Points required for a Reward, the redemption of Points and the supply of Rewards may be subject to Taxes. You’re responsible for paying all Taxes. Where the amount of Taxes is known to us and directly related to a Reward, it will be displayed on the Velocity website or made available by contacting the Membership Contact Centre. This applies to all Rewards whether these are provided or sourced by us, Virgin Australia or a partner. However, display of any Taxes will not relieve you of responsibility to inform yourself of applicable tax implications related to your participation in Velocity. This clause survives termination or expiry of these Terms and the suspension or cancellation of Velocity.

11.3 Subcontracting, assignment and severing invalid terms

We may choose to appoint other parties from time to time to provide services in relation to the operation and management of the Velocity program. For example, Velocity Frequent Flyer Pty Ltd provides certain services to us and you’ll likely deal with them while you’re a member. Even if we do this, these Terms remain a contract between you and us only. We can also assign, transfer or novate some or all of our rights or obligations under these Terms at any time without needing your consent.

If a provision of these Terms is invalid or unenforceable under law, that provision will be read down as far as possible to give it a valid operation. If that isn’t possible, the provision will be removed, and the remaining provisions of these Terms won’t be affected, as far as possible.

Limited Time Offer

Score up to 80% off your 2nd sailor.

This spring, get your ticket to an unforgettable summer with up to 80% off your 2nd Sailor. Whether longing for the Med or craving the Caribbean, set sail from our homeports in Barcelona, Athens, Miami, or San Juan without overstretching your budget.

WHAT YOU GET

• 80% off the second Sailor on all Mediterranean sailings
• 70% off the second Sailor on all Caribbean sailings

NEED TO KNOW

All voyages through 2025 are eligible for the Boarding Pass to Sunlit Savings offer, applicable to new bookings in the XL Sea Terrace, Central Sea Terrace, The Sea Terrace, and Ltd View Sea Terrace cabins and below categories. This offer is combinable with the exclusive My Next Virgin Voyages onboard offer and our Florida Resident Rate program.

TRAVEL DATES

• Mar 28, 2024 - Oct 29, 2025
• Transatlantic and More
• Buy One Fare Get a Second Fare 70% off all Caribbean Sailings (departing from Miami and San Juan). Under the ”April & May 2024” Offer through 30 April 2024, Virgin Voyages will provide a total discount of up to 35% off both Sailor 1 and Sailor 2 retail (base) voyage fares when two (2) Sailors book a voyage to sail together in an Eligible Cabin on an Eligible Booking (see sections 2 and 3.1.). 
• Buy One Fare Get a Second Fare 80% off all Mediterranean Sailings (departing from Barcelona, Piraeus, Portsmouth) and Repositionings (departing from Barcelona, Piraeus, Portsmouth, Civitavecchia (Rome), Miami, and San Juan). Under the ”April & May 2024” Offer through 30 April 2024, Virgin Voyages will provide a total discount of up to 40% off both Sailor 1 and Sailor 2 retail (base) voyage fares when two (2) Sailors book a voyage to sail together in an Eligible Cabin on an Eligible Booking (see sections 2 and 3.1.). 
• My Next Virgin Voyage Offer
• FL Resident Rate
• Discount and Payment FVCs 
• Affinity Circles 
• Delta SkyMiles Offer 
• Summer Season Pass Offer
• Incentive and Contracted Circle Programs
• Tour Operators 
• Casino Rates 
• Interline Rates
• Reduced rate programs 
• Any other previous offers      

• Help centre
• Virgin Atlantic policies

Terms and conditions

Page last updated 6 th November 2023

The information data and material ("Information") contained in this website ("website") has been prepared solely for the purpose of providing information about Virgin Atlantic Airways Limited ("Virgin Atlantic"/"we"/"us"), its subsidiaries and partners and the services that they offer. Virgin Atlantic is a limited company incorporated in England and Wales and registered under number 01600117 and Company Secretary, The VHQ, Fleming Way, Crawley, West Sussex, RH10 9DF.

Your access to the website is subject to the following terms and conditions ("Terms and Conditions"). By using the website you agree to be bound by the Terms and Conditions and we therefore encourage you to click through to read the Terms and Conditions in full. If you do not agree to these Terms and Conditions please do not use the website.  Please also see our Privacy and Security policy  which explains how we treat your information.

Please expand the sections below to view our terms and conditions in more detail.

1. Your use of the website

You agree:-

1.1 to abide by all applicable laws, regulations and codes of conduct when using the website and to be solely responsible for all things arising from your use of the website;

1.2 not to use the website in any way which might infringe any rights of any third party or give rise to a legal claim against Virgin Atlantic by any third party;

1.3 not to damage, interfere with or disrupt access to the website or do anything that may interrupt or impair its functionality;

1.4 not to obtain or attempt to obtain unauthorised access, through whatever means, to the website or other services or computer systems or areas of our, or any of our partners’, networks which are identified as restricted;

1.5 not to collect or store personal data about other users for commercial purposes;

1.6 to respect the privacy of your fellow Internet users;

1.7 to provide true, accurate, complete and current information to us and notify us immediately of any change.

2.1 The material and content provided to you on the website ("Content") is solely for your personal non-commercial use and you agree not for yourself or through any third party to distribute or commercially exploit all or any part of the Content.

2.2 All Content (including, but not limited to articles, features, photographs, images, brands, logos, illustrations, audio clips and video clips, as well as all products, software, technology or processes described in this website are protected by copyright, trade marks, service marks and/or other intellectual property rights and laws (collectively "Rights") and all Rights in relation to the website are and shall remain owned or controlled by Virgin Atlantic, or as appropriate, the third party Rights owner. You shall abide by all additional copyright notices, information, or restrictions contained in any Content accessed through this website.

2.3 Nothing contained on the website should be construed as granting, by implication or otherwise, any licence or right to use, deal with or copy in any way in party or in whole any Rights without our written permission or, as appropriate, the permission of the third party Rights owner. Your misuse of the Rights, except as expressly provided in these Terms and Conditions, is strictly prohibited.

2.4 You may however download or copy the Content and other downloadable items displayed on this website subject to the following conditions:

2.4.1 copying or storing of any Content for any reason other than personal use is expressly prohibited without prior written permission from Virgin Atlantic or the copyright holder identified in the copyright notice contained in the relevant part of the Content;

2.4.2 all copies must maintain copyright and other intellectual property notices contained in the original material.

3. Access and availability of service and links

This website from time to time contains links to other related World Wide Web Internet sites, resources and sponsors of this website. Since Virgin Atlantic does not approve, check, edit, vet or endorse such sites, you agree that Virgin Atlantic is not responsible or liable in any way for the content, advertising or products available from such sites or any dealings that you may have, or the consequences of such dealings, with the operators of such sites. You agree that any dealings you have with such third party site operators shall be on the terms and conditions (if any) of the third party site operator and should direct any concerns regarding any external link to the site administrator or Webmaster of such site. Virgin Atlantic makes no representations nor does it take any responsibility in relation to the content of any sites accessed through these links.

4. Conditions of carriage

The carriage of passengers, baggage and cargo by air is subject to the Conditions of Carriage and regulations of the carrier concerned. Carriage of passengers and baggage on flights operated by Virgin Atlantic is subject to  Virgin Atlantic's Conditions of Carriage . If the carrier operating your flight is not Virgin Atlantic, please contact that carrier for further details of their Conditions of Carriage. Other services and products described in this website may well be subject to terms and conditions, details of which may be obtained from Virgin Atlantic or their service provider (as applicable).

5. Changes to terms and conditions

Virgin Atlantic may from time to time change, alter, adapt, add or remove portions of these Terms and Conditions and, if it does so, will post any such changes on this website. Your continued use of the website after such changes constitutes your acceptance of those changes.

6. Changes to website

Virgin Atlantic may also change, suspend or discontinue any aspect of the website, including the availability of any features, information, database or content or restrict your access to parts or all of the website at its discretion without notice or liability.

7. No warranties

7.1 The website is provided "as is" without any representations or warranties (either express or implied), including but not limited to any implied warranties or implied terms of reliability, quality, functionality, absence of contaminants (including viruses, worms, trojan horses or similar), availability, satisfactory quality, fitness for a particular purpose or non-infringement. All such implied terms and warranties are hereby excluded. Please note that some jurisdictions may not allow the exclusion of implied warranties, so some of the above exclusions may not apply to you. Check your local laws for any restrictions of limitations regarding the exclusion of implied warranties.

7.2 While Virgin Atlantic uses reasonable efforts to include accurate and up to date information on the website, it makes no warranties or representations as to its accuracy or completeness. Virgin Atlantic is not responsible for any errors or omissions or for the results obtained from the use of such information. The information does not constitute any form of advice, recommendation or arrangement by Virgin Atlantic or its affiliates or any other party involved in the website and is not intended to be relied upon by users in making (or refraining from making) any decisions based on such information. You must make your own decisions on whether or not to rely on any information posted on the website.

7.3 While Virgin Atlantic takes all reasonable steps to ensure a fast and reliable service it will not be held responsible for the security of the website or for any disruption of the website however caused, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto any computer system. You will remain responsible and liable for material you upload on to or access from the website and you will indemnify Virgin Atlantic in the manner set out in paragraph 8.2 below in the Terms and Conditions in relation to your accessing or uploading.

7.4 Images. The product images shown are for illustrative purposes only and may differ from the actual product.  This could be due to changes to our flying programme, meaning some of our services will be operated by A330-200 aircraft on certain routes and dates.  These aircraft differ in layout.  For further information please contact our Customer Centre 0344 209 7706 in the UK or 1800 862 8621 in the US. 

8. Liability for losses/indemnity

8.1 By accessing this website you agree that Virgin Atlantic will not be held liable to you or any third party for any direct, indirect, special, consequential or any other loss or damage arising from the use of or inability to use the website or from your access of other material on the internet via web links from this website.

8.2 You agree to indemnify, keep indemnified, defend and hold harmless Virgin Atlantic and its parent companies, subsidiaries, affiliates and their respective officers, directors, employees, owners, agents, information providers and licensors (collectively the "Indemnified Parties") from and against any and all claims, damages, liability, losses, costs and expenses (including legal fees) (whether or not foreseeable or avoidable) incurred or suffered by any Indemnified Party and any claims or legal proceedings which are brought or threatened arising from your use of, connection with or conduct on the website or any breach by you of these Terms and Conditions. Virgin Atlantic reserves the right, at its own expense, to assume the exclusive defence and control of any matter otherwise subject to indemnification by you, and in such case, you agree to co-operate with out defence of such claim.

9. No offer to sell

Nothing in this website shall constitute an offer to sell any securities and must not be relied upon in relation to any investment dealings.

10. Exclusions

The exclusions and limitations contained in these Terms and Conditions apply only to the extent permitted by law.

11. Jurisdiction

The terms and conditions of the website and the Content shall be governed and construed in accordance with the laws of England and Wales and the English courts shall have exclusive jurisdiction to adjudicate any dispute which may arise in relation thereto.

12. Termination and suspension

Virgin Atlantic (and any persons authorised by it), may at its sole discretion immediately suspend or terminate your right to use the website without any warning if it considers that you have contravened any of these Terms and Conditions. This is without prejudice to any other rights or remedies that Virgin Atlantic may have.

13. Assignment

Virgin Atlantic may assign its rights and obligations under these Terms and Conditions and upon any such assignment it shall be relieved of any further obligation hereunder.

14. Online booking of ancillary products

14.1 The provision of booking services for all products other than flights (including but not limited to hotel bookings, car-hire and airport parking) (collectively the "Ancillary Products") on this site are offered by third party partners on behalf of Virgin Atlantic. Please refer to the third party website when making any such booking to see which third party is offering the Ancillary Product you are booking.

14.2 If you book an Ancillary Product through any third party from this site, then your contract will be directly with that third party and under that third party's terms & conditions (if any) and Virgin Atlantic shall have no liability in respect of such contract.

15. Chartis insurance/Virgin Atlantic insurance

15.1 This insurance is arranged by Virgin Atlantic Airways and is underwritten by Chartis Europe Limited. Virgin Atlantic Airways is an appointed representative of Chartis Europe Limited which is authorised and regulated by the Financial Services Authority (FSA number 202628). This information can be checked by visiting the FSA website ( www.fsa.gov.uk/fsaregister ).

Registered in England: company number 1486260. Registered address: The Chartis Building, 58 Fenchurch Street, London EC3M 4AB.

16. Flying Club terms and conditions

Flying Club Terms and Conditions

17. Premium & Upper Class Virgin Points Bonus terms and conditions

Members do not need to register for this offer. To be eligible for 20,000 bonus Virgin Points, members must fly 2 return trips on Virgin Atlantic in Premium or Upper between 9th November 2021 – 31st March 2022.

Applicable for bookings made through virginatlantic.com, virginholidays.co.uk, Virgin Holidays retail stores, via our contact centre or via third parties.

Qualifying flights can be any combination of Upper or Premium flights. Qualifying booking classes are: Upper (J, C, D, I, Z) and Premium (W, S, H, K). Multiple sectors flown on a single ticket do not qualify for the bonus*

*Example: TLV-LHR-JFK, JFK-LHR-TLV will count as one round trip

All Virgin Atlantic routes are eligible. Flights must be both operated by Virgin Atlantic and marketed by Virgin Atlantic (flight number starts with VS) to be applicable for the bonus. Codeshare flights are excluded from this offer.

The standard Virgin Points will be automatically credited to your Flying Club account within 5 days of completing your Qualifying Flights.

The 20,000 bonus Virgin Points will be credited to your Flying Club account after the end of the promotional period, and by the 30th April 2022.

Bonus Virgin Points are applicable to each Flying Club member travelling on the booking.

In the case of flight cancellations by Virgin Atlantic, bonus Virgin Points will apply to a rebooking in Premium or Upper, providing all sectors are flown by 31st March 2022.

Points Plus Money bookings are applicable for bonus Virgin Points.

The earning and redemption of Flying Club points are subject to the standard Flying Club Terms & Conditions (which are subject to change from time to time). 

All travel is subject to Virgin Atlantic's Conditions of Carriage (which are subject to change from time to time). 

These Terms & Conditions are subject to English Law and the exclusive jurisdiction of the English courts. 

18. Pre Select

Virgin Atlantic Pre Select is our inflight meal pre-order service and is available for confirmed bookings on all UK outbound flights and US inbound flights and certain Caribbean inbound flights where applicable*

*Please note, if you are joining a flight in the Caribbean that has not originated at your destination, unfortunately you are currently unable to pre-select your meal (For example: MBJ-NAS-LHR - Pre-order would be available from MBJ but not from NAS).

Virgin Atlantic Pre Select is available to customers travelling with a confirmed ticket in selected cabins and routes. We'll email you a confirmation message, so if you haven't already provided it, we'll ask for your address when you order.  

The booking window to place your order is between 7 days and 24 hours before your flight departure time. 

While we try to fulfil all meal requests, meal choices can't be guaranteed and we reserve the right to change the menu without prior notice.

If you change your flight, departure date or class of cabin, any existing Pre Select request will be cancelled.  If your new flight falls within the 7 day to 24 hour booking window prior to departure, we'll send you another email and you can resubmit your selection. 

If we make changes to your flight or departure date we'll try to fulfil your original order, although your meal choice may not be available on your new flight for operational reasons.

Virgin Atlantic Pre Select is separate from our specific dietary meal offering. If you have specific dietary requirements please order through My Booking.

If you've already chosen a dietary meal, you won't be eligible to select a meal from our standard inflight menu unless the dietary meal is removed from your booking.

It is the responsibility of the lead passenger to check and confirm nutritional and allergen information at the time of selecting your meal or selecting meals on behalf of others passengers on the same booking. By ticking the check box you are confirming that the meal selections are suitable for all the passengers in your group, taking into account the allergen information provided.

We reserve the right to make changes and substitute ingredients that may become unavailable due to operational circumstances.  If you have a specific dietary requirement, we recommend you choose a special meal via  My Booking

If you have pre-selected a meal and change your mind on board then our crew will make reasonable endeavours to accommodate your meal choice, but they may not be able to fulfil your request for an alternative option.

Our nut and other allergen policy

Virgin Atlantic adheres to Allergen Guidance under European and UK food legislation, which may be different in other jurisdictions. The allergens declared refer to the ingredients only, the food items may contain traces of allergens since they are processed on or with equipment that processes products that may contain allergens.

Our suppliers are based all around the world and not every country has the same legal requirements for providing allergen information. On flights to the UK, allergen labelling on pre-packaged items may not reflect all of the allergens required to be declared in the UK. For passengers flying from the USA, we also adhere to the three additional Nuts listed under US Allergen advisory information.

Peanuts are never knowingly included in any of our meals. However, our meals are not produced in a nut-free environment so may contain traces.

All other nuts may also be served on our flights to other passengers as part of the menu ingredients and/or the snack service, in any cabin. We also can’t stop other passengers from bringing (or eating) their own food onboard, which may include nuts.

In view of the above, we strongly encourage passengers to take all necessary precautions to prepare for the possibility of inadvertent exposure.