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Customer Care & Disabled Customers - Special assistance

Wheelchair Assistance

If Wheelchair Assistance is required firstly please ensure you contact the Customer Care Department to make the necessary arrangements. On arrival at the check in desk, always remind the staff of your requirements who will check that the appropriate assistance has been arranged for you and your party. Assistance will automatically be arranged for your arrival overseas and for your return to the UK.

The Customer Care Department can be contacted by email at customer.care@virginholidays.com or via telephone on 0844 557 3998 ( Mon-Fri 9.00am - 5.30pm ).

Check in at Gatwick

Passengers with special needs will need to make themselves known at the Virgin Holidays Ticket Desk and our staff will assist you to the appropriate check in desk.

Check in at Manchester

Passengers with special needs are asked to check in at the Premium Economy desk for their convenience.

Check in at Heathrow

We recommend that you make yourselves known to either a Virgin Holidays representative or a Virgin Atlantic member of staff to assist you to the appropriate check in desk.

Deaf passengers

Deaf passengers can contact us direct on our Minicom System, which is open 7 days a week on 0844 557 3977.

At Gatwick Airport there is a minicom system located at the BAA Information Desk and induction loops at the bureau exchange counters and banks.

At Manchester Airport, Minicom Systems are available in Terminals 1,2 & 3 and are located at each of the Manchester Airport Information Desks, which are situated in the arrival halls in each terminal, landside. Induction loops are also at the Information Desks and at various points throughout the airport near the payphones.

At Heathrow Airport, deaf loops are available for the hard of hearing and are located at the BAA information desk in the Arrivals Hall.

All Virgin Atlantic Cabin Crew have some basic knowledge of sign language. However, there are a number of crew proficient in signing, who can be requsted with Virgin Atlantic to be on specific flights for deaf passengers . Also, Virgin Atlantic Airways, have a limited number of neck loops on each aircraft and these enable hard of hearing passengers to enjoy the inflight entertainment. For more information, please contact the Customer Care Department on 0844 557 3977.

Blind passengers

We can arrange pre-boarding and tactile safety demonstrations. On all Virgin Atlantic aircraft the Safety Demonstration Cards and Duty Free Magazines are in Braille.

For further information on any of the above, please contact our Customer Care Department on 0844 557 3977 or via email at customer.care@virginholidays.com.

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