A Guide to Air-Passenger Rights: Virgin America

Virgin America


Notifications of Delays, Cancellations, Diversions

In the event that Virgin America plans a change to its schedule that will impact a flight's scheduled departure or arrival time (by six minutes or more) or frequency of service, Virgin America will attempt to notify the passenger in a timely manner of any changes to his or her travel itinerary. If the passenger has provided Virgin America with email or phone contact information, staff will attempt to contact him or her with such information. Information will also be posted on VirginAmerica.com and through the reservations call center.

Guests may subscribe for flight-status notification using Virgin America Flight Alerts via email. For guests who subscribe to Flight Alerts, Virgin America will attempt to notify the passenger in a timely manner by the phone number or email address provided in his or her reservation if the flight is delayed or canceled. Airport team members will provide updates every 30 minutes with the most current information available. Information about a change in the status of a flight will be provided within 30 minutes after Virgin America becomes aware of such a change.

In the event of a diversion or tarmac delay, Virgin America flight crew members will keep passengers fully informed as to the destination and reasons for the diversion or tarmac delay. The flight crew will provide updates every 30 minutes with the most current information available.

Flight status information is available on VirginAmerica.com or by calling 1-877-FLY-VIRGIN.


Cancellations by Traveler

Virgin America holds a customer itinerary for 24 hours when booking through the reservations call center. Regardless of the booking method, if a customer purchases a ticket and needs to cancel within 24 hours of the original purchase, a full refund will be provided in the original form of payment without penalty.

Virgin America offers both refundable and non-refundable fares. Ticket refunds will be provided for eligible refundable fares when cancelled by a passenger. Fully refundable fares must be cancelled prior to scheduled departure time in order to receive a refund. In the event that a refundable ticket is cancelled, any additional fees incurred because the ticket was purchased from Virgin America reservations call center will be non-refundable. If a refundable ticket is cancelled, the guest will receive a credit file in the value of the refund. The credit may be used for travel on Virgin America within 12 months from the cancellation date of the original itinerary. Passengers may call the reservation center if they prefer a refund in the original form of payment instead of a credit. Non-refundable fares must be cancelled prior to scheduled departure time. In the event that a non-refundable ticket is cancelled prior to flight departure, the guest will receive a credit in the value of the refund minus any change fee. Tickets booked with Elevate points cannot be changed, only cancelled. Once the original ticket or remaining un-flown portion is cancelled, a new reward ticket can be purchased in Elevate points.


Cancellations Within Airline Control

For flight cancellations or missed connections for reasons within Virgin America’s control (such as aircraft servicing or maintenance), the airline will rebook the passenger on the next available Virgin America flight or on another airline’s flight to the next or nearby destination (in which case the airline will provide the passenger with ground transportation to the originally scheduled airport destination). If Virgin America is unable to confirm the passenger on a flight to the final destination on the same day, the airline will provide hotel accommodations based on availability and meal vouchers. If the hotel does not provide ground transportation, the airline will provide a voucher for ground transportation to the hotel. 


Cancellations Beyond Airline Control

For flight cancellations or missed connections for reasons beyond the airline's control, Virgin America will rebook the passenger on the next available Virgin America flight. If Virgin America is unable to confirm the passenger on a flight to the final destination on the same day, the airline will direct the passenger to hotels that will offer a discounted rate for guests who wish to purchase accommodations. Virgin American does not provide complimentary hotel accommodations or meal vouchers in this instance.

Delays

Information is unavailable at this time.


Onboard Ground Delays

Virgin American will not permit an aircraft to remain on the tarmac for three-plus hours before allowing passengers an opportunity to deplane, unless there is a safety or security related reason that the aircraft cannot leave its position on the tarmac to deplane passengers or air-traffic control advises that returning to a gate or other disembarkation point would significantly disrupt airport operations. For international flights, Virgin America will not permit aircraft to remain on the tarmac for four-plus hours. Virgin America will update guests every 30 minutes and will provide information within 30 minutes of becoming aware of any changes in flight status. If the flight is delayed on the ground and away from the gate, Virgin America will provide snacks and water to all guests, free of charge, within the first two hours of a tarmac delay, if it is safe to do so. Lavatories and medical assistance will be made available to guests within the first two hours of a tarmac delay, unless it is unsafe to do so.

Overbookings (Involuntarily Denied Boarding)

If a guest is involuntarily denied boarding and is rebooked on a flight scheduled to arrive one to two hours after the original scheduled arrival, Virgin America will provide a travel credit or cash compensation for 200% of the value of the reservation, not to exceed $675. If a guest is involuntarily denied boarding and is rebooked on a flight scheduled to arrive more than two hours after the original scheduled arrival, Virgin America will provide a travel credit or cash compensation for 400% of the value of the reservation, not to exceed $1,350.


For more information, visit VirginAmerica.com.


Other Airlines:

Air Canada

Alaska

Allegiant

American

Delta

Frontier

Hawaiian

JetBlue

Southwest

Spirit

United

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