Loyalty. It’s hard to earn, and easy to lose. We promise to always keep that in mind when serving you, constantly striving to give you the kind of Virgin America experience you came to us for in the first place.
Just as we welcome each unique passenger aboard, we embrace each individual’s need and promise to always do our best to meet it.
Our goal is to always provide you with an unforgettable experience that adds value to your trip. One that is included in your best travel memories, nestled right next to your first trip to the beach and your photo at the Statue of Liberty.
If there ever comes a time when we’re not being as Virgin America as we could, we will do everything in our power to remedy the situation and put a smile back on your face.
Our Guest Services Commitment
- Offer the Lowest Fare Available
- We will quote you the lowest available fare on our website at www.virginamerica.com.
- Special promotions may be offered that encourage you to book through our website at www.virginamerica.com; therefore, the lowest fares may not always be found through the Call Center.
- Notify You of Flight Changes
For delays or cancellations at the airport:
- Upon learning of a delay we will attempt to notify you promptly.
- We will update you with prompt explanations as to the reason for the delay, and provide information about alternative travel options for you upon request.
- A Guest Service Team Member will be available at the gate for the duration of the delay to answer questions or aid you.
For delays or cancellations prior to departure date:
- Attempts to contact you in advance by phone or through email will be made if your flight is delayed or cancelled.
- Why not check your flight status prior to departure directly on our website at www.virginamerica.com or by calling 877.FLY.VIRGIN.
For delays after boarding:
- In the event of a ground delay, our flight crew will provide you with prompt information on the flight’s status.
- In the event of a diversion, our flight crew will keep you fully informed as to the destination and reasons for the diversion.
- On-time Baggage Delivery
- We will strive to deliver your baggage in a timely manner following the flight's arrival.
- We ask you to make sure there is identification including a name and phone number on all baggage and all carry-on items.
- We will strive to reunite you with your delayed baggage within 24 hours of the missing bags being reported to a Virgin America agent.
- Baggage Liability
- In compliance with the Department of Transportation (DOT), we offer a maximum $3,300 baggage liability limit per ticketed Guest for all domestic flights.
- Allow Reservations to be Held or Cancelled
- We are pleased to hold your itinerary for 24 hours when booking through our Call Center.
- If you purchase a ticket and need to cancel within 24 hours of the original purchase, a full refund will be provided.
- Provide Prompt Ticket Refunds
- All itineraries purchased on Virgin America are nonrefundable. In extenuating circumstances a refund may be provided. Please contact our Guest Care Team at 1.877.FLY.VIRGIN for information. Itineraries paid with a credit card will be refunded within 7 days of the refund authorization and cash refunds will be honored within 20 days.
- Properly Accommodate Guests with Disabilities and Guests with Special Needs
- We will make a Team Member trained in complaint resolution procedures available during all times of operation in person or via phone.
- Upon request, we will provide certain services and equipment free of charge for guests with disabilities.
- Our Team Members are trained to comply with the Air Carrier Access Act (14 CFR Part 382).
- We will disclose all guidelines and procedures for guests with special needs on www.virginamerica.com and through the Call Center and airport stations upon request.
- Meet Your Essential Needs During Long On-aircraft Delays
- We will make every reasonable effort to accommodate you with food, beverages, use of the restrooms and access to first aid.
- Frequent announcements will be made by our flight crew to keep you up-to-date on the status of the situation.
- Handle “Bumped” Guests with Fairness and Consistency
- Please check in no later than 30 minutes prior to departure and please present yourself at the boarding gate at least 15 minutes prior to the scheduled departure time. If you’re checking baggage, you must be checked in at least 45 minutes prior to the scheduled departure time.
- In the event of an oversold flight, we will solicit guests to give up their seat (voluntary denied boarding).
- If a volunteer(s) cannot be found, unfortunately we will have to involuntarily deny boarding to the last guest(s) who checked in for the flight (involuntary denied boarding).
- If you are involuntarily denied boarding and arrive 1-2 hours after your original scheduled arrival, you will receive a travel credit or cash compensation for 100% of your reservation, not exceeding $400.00.
- If you are involuntarily denied boarding and arrive more than two hours after your original scheduled arrival, you will receive a travel credit or cash compensation for 200% of the value of your reservation, not to exceed $800.00.
- Disclose Travel Itinerary, Cancellation Policies, Frequent Flier Rules and Aircraft Configuration
- All fare rules, cancellation guidelines and information about aircraft configuration can be found in our help section on www.virginamerica.com.
- This information is also available in our Contract of Carriage , which is offered on our website or at any of our airport stations.
- Code Sharing
- We do not currently code share.
- Be Responsive to Guest Complaints
- We will respond to your concerns and/or requests within 30 days.
- Your feedback is extremely important and will be documented, tracked and monitored on a daily basis, as well as frequently reported to the respective areas.
You may contact us through the following:
Online: www.virginamerica.com
Mail:
Virgin America
Guest Care
P.O.Box 4271
Burlingame, CA 94010
Phone: 1.877.FLY.VIRGIN
Fax: 650.762.7001
Attn: Guest Care
|
