Virgin America Guest Service Commitment
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.
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
We offer our lowest fares right here at virginamerica.com. Best Fares Guaranteed is our guarantee to save our most exclusive deals and offers on our site, so you can book your mood-lit flights straight from the source.
Guests who call our reservations call center or ask at our ticket counter to inquire about a fare or make a reservation will be informed that the lowest available fare may be available on our website. And guests who specifically request a certain fare type such as First Class or Main Cabin Select will be quoted the lowest fare available for the fare type requested.
Delay, Cancellation, and Diversion Notifications
Guests may subscribe for flight status notification using Virgin America Flight Alerts via email. Guests may subscribe to Flight Alerts.
For those who subscribe to Flight Alerts, we will attempt to notify you in a timely manner by the phone number or email address provided in your reservation if your flight is delayed or cancelled.
Once you are at the airport, a Guest Service Team Member will be available to answer questions and assist you. Our 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 we become aware of such a change.
In the event of a diversion or tarmac delay, our flight crew will keep you fully informed as to the destination and reasons for the diversion or delay. Our flight crew will provide updates every 30 minutes with the most current information available.
Flight status information is available on our website at virginamerica.com or by calling 877.FLY.VIRGIN (877.359.8474). Information about a change in the status of a flight will also be available on all flight status displays under Virgin America’s control at U.S. airports.
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 attached to all baggage and all carry-on items.
Baggage must be checked in at the airport at least 45 minutes prior to scheduled flight departure. Travelers flying internationally must check luggage in at least 60 minutes prior to departure.
If your baggage does not arrive with you, please file a delayed baggage report with a Virgin America Guest Service Team Member within four hours of your flight's arrival. We will make every reasonable effort to reunite you with your delayed baggage within 24 hours of filing the report.
Once your claim has been entered into our World Tracer baggage tracing system, you will be able to view the status of your claim [online] and entering your last name and “File Reference Number.”
In addition, should your bag or other property not arrive at its intended destination the day of your flight, our local baggage representatives will endeavor to contact you daily with an update on our efforts to locate your property.
If your bag is delayed while you are away from home, our local Baggage Service Team Member can provide you with a complimentary toiletry kit in the event you are in need of these items. Where necessary, we extend our courtesies by reimbursing you for reasonable expenses that result due to delay in delivery.
When we locate your baggage, we will do our best to return it to you as quickly as possible. If you check in after the baggage cutoff time or voluntarily separate from your bag, we will transport your bag to the intended airport on the next available flight and hold it in our local
Baggage Service Pick-Up Office
In the unlikely event your baggage is delayed more than five days, your claim will be transferred to our Central Baggage Office for further handling. Additional forms will be sent to you for completion in order to further process the claim. The Central Baggage Office will continue to search for the bag and provide you with progress updates. The office is open Monday through Friday, 8 a.m. to 5 p.m. Pacific Standard Time. To contact us by phone, please call 877.FLY.VIRGIN (877.359.8474), say “baggage,” and follow the appropriate prompts.
In the unlikely event we are not able to locate your bag(s), we will begin the financial settlement process 30 days after your date of travel. This includes returning to the original form of payment, fees you paid to Virgin America to transport the lost bag(s).
In the event your bag is lost, for domestic flights, reimbursement will be governed by the liability limitations and other terms set forth in Virgin America’s Contract of Carriage; for international travel, the International Contract of Carriage governs.
Hold or Cancel Reservations Without Penalty for 24 Hours
We are pleased to hold your itinerary for 24 hours when booking through our reservations call center. Regardless of the booking method, if you purchase a ticket and need to cancel within 24 hours of the original purchase, a full refund will be provided in your original form of payment without penalty.
Provide Prompt Ticket Refunds
Virgin America offers both refundable and non-refundable fares. Ticket refunds will be provided for eligible refundable fares.
Fully refundable fares must be cancelled prior to scheduled departure time in order to receive a refund. In the event a refundable ticket is cancelled, any additional fees that were incurred because the ticket was purchased from Virgin America through our 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. This electronic credit may be used for travel on Virgin America within 12 months from the cancellation date of the original itinerary. You may call our reservation center if you prefer a refund in the original form of payment instead of a credit file. In these instances, itineraries paid with a credit card will be refunded within seven business days of the refund authorization; when the original form of payment was cash or check, refunds will be honored within 20 business days.
Non–refundable fares must be cancelled prior to scheduled departure time. In the event a non-refundable ticket is cancelled prior to flight departure, the guest will receive a credit file in the value of the refund minus any change fee. This electronic credit may be used to book travel on Virgin America within 12 months from the cancellation date of the original itinerary.
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 for tickets booked using Elevate points in any class of service may be subject to a redeposit fee. Redeposit fees cannot be paid with Elevate points. A credit card or Virgin America credit file must be used to pay the redeposit fee. Please allow up to one week (or longer if the cancellation is made after flying a portion of the itinerary) for points to be redeposited or credit file issued to your account in the event of a cancellation
Fee refunds will be available for optional services a guest is unable to use due to an oversale situation or flight cancellation. All such refunds will be provided within seven business days via credit card, or within 20 business days in the event cash or check was the original form of payment.
Please contact 1.877.FLY.VIRGIN for further information regarding refunds and credit files.
Accommodates Guests with Disabilities and Guests with Special Needs
Virgin America is dedicated to providing dignified, professional, and courteous service. Our guest-facing team members are trained to comply with the Air Carrier Access Act and its implementing regulations (14 CFR Part 382). We also ensure that at least one team member who is trained in complaint resolution procedures is available during all times either in person or by telephone.
Our aircraft are equipped with features for accommodating guests who need assistance, including movable armrests and accessible lavatories. One onboard wheelchair will be made available on each aircraft at all times.
We’ll do our best to stow personal folding wheelchairs in the cabin area in compliance with applicable law. If your personal wheelchair cannot be stowed in the cabin, we will load the wheelchair in the cargo bin and deliver the wheelchair to you on the jetbridge upon arrival. If a wheelchair requires disassembly, we ask that you provide written directions for disassembling and reassembling the wheelchair.
In order to provide you with the assistance you need, we may need up to 24 hours advance notice and 90 minutes advance check-in for guests who request the following service(s):
Accommodating 10 or more individuals with disabilities who are traveling as a group
wet cell battery box for a personal wheelchair.
During lengthy on-aircraft delays, our flight crew will make every effort to accommodate guests with disabilities or special needs.
We will disclose all Virgin America guidelines and procedures for guests with special needs on virginamerica.com in our Contract of Carriage for domestic travel and our International Contract of Carriage for travel to and from Mexico, as well as through our reservations call center and airport stations upon request. You may also visit our Frequently Asked Questions.
Meet Your Essential Needs During Lengthy Tarmac Delays
We will make every reasonable effort to avoid lengthy on-aircraft tarmac delays, and in the event delays occur, we will make every reasonable effort to accommodate you with food, beverages, use of the restrooms, and access to medical assistance during any such delay.
Keep You Informed
Virgin America will update guests with status reports every 30 minutes. Our goal is to provide you with information within 30 minutes of our becoming aware of any changes in flight status.
Food and Beverage Provisions During Delays
Food items are available for sale on all Virgin America flights. If your flight is delayed on the ground and away from the gate, we will provide snacks and water to all guests free of charge within the first two hours of a tarmac delay unless we are unable to do so for safety or security reasons.
On-Board Restroom Use
All Virgin America aircraft are equipped with a minimum of three lavatories. These lavatories are serviced prior to each flight. In the unlikely event that all of the lavatories become inoperative, we will return to the gate as soon as possible unless it is possible to immediately service the aircraft to return the lavatories to operating condition. The safety and comfort of our guests and Teammates is of utmost importance and lavatories will be made available to guests within the first two hours of a tarmac delay unless we are unable to do so for safety or security reasons.
Medical Assistance Access
All Virgin America aircraft are equipped with Emergency Medical Kits and our InFlight Team Members are trained in first aid. Should a situation occur where additional assistance may be needed a communication link will be established to a MedLink physician. Depending on the guidance issued by the MedLink physician, the Pilot-In-Command may decide to move the aircraft to a gate or hard stand for further medical treatment.
Handle “Bumped” Guests with Fairness and Consistency
For domestic travel within the United States, guests must check in no later than 30 minutes prior to departure and present themselves at the boarding gate at least 15 minutes prior to the scheduled departure time. For international travel, guests must check in no later than 60 minutes prior to departure and present themselves at the boarding gate at least 30 minutes prior to the scheduled departure time.
No compensation is due to guests who do not fully comply with Virgin America’s reservation and check–in requirements, or cannot be accepted for transportation under the rules set forth in the Contract of Carriage for domestic travel within the United States or the International Contract of Carriage for travel outside the United States.
In the event of an oversold flight, we will first solicit guests to voluntarily give up their seat. Guests who are voluntarily denied boarding will be offered accommodations on a case-by-case basis. Accommodation may include, but is not limited to, rebooking on another Virgin America flight or on another airline's flight to the same or nearby destination, travel credits or hotel or other accommodations.
If volunteers cannot be found, we will have to involuntarily deny boarding to the last guest(s) who checked in for the flight. Possible exceptions may be made in the case of unaccompanied minors, guests with disabilities or special needs, or any other guests, who in Virgin America’s opinion, may suffer severe hardship if involuntarily denied boarding.
If you are involuntarily denied boarding and are rebooked on a flight scheduled to arrive one to two hours after your original scheduled arrival for domestic flights, or one to four hours after your original scheduled arrival for international flights, we will provide you a travel credit or cash compensation for 200% of the value of your reservation not to exceed $650.
If you are involuntarily denied boarding and rebooked on a flight scheduled to arrive more than two hours after your original scheduled arrival for domestic flights, or more than four hours after your original scheduled arrival for international flights, we will provide you a travel credit or cash compensation for 400% of the value of your reservation not to exceed $1,300.
If you are involuntarily denied boarding and entitled to compensation, we will provide you with a copy of our Denied Boarding Compensation policy and a written summary of the compensation that you will be offered.
Disclose Cancellation Policies, Frequent Flyer Rules, and Aircraft Configuration
We will send our guests an email with a travel itinerary which includes Virgin America’s cancellation and change policy, as well as the fare rules applicable to the itinerary, once a guest’s reservation is confirmed and an email address is provided. If a guest does not provide an email address, the guest may request that a copy be sent via US Mail for a $10 fee.
All cancellation guidelines for travel within the United States can be found in our Contract of Carriage. All cancellation guidelines for travel between the United States and Mexico can be found in our International Contract of Carriage. Fare rules may be found in our email confirmation. Guests may also consult our Frequently Asked Questions for assistance. Aircraft configuration information can be found on our website (virginamerica.com) by using the ‘Book Travel’ and then ‘View Seats’ function.
Frequent Flyer Rules for Elevate Members Can be Found Here
Travel Itinerary Change Notifications
In the event that Virgin America plans a change to its schedule that will impact your flight’s scheduled departure or arrival time (by six minutes or more) or frequency of service, we will attempt to timely notify you of any changes to your travel itinerary. If you have provided Virgin America with email or phone contact information, we will attempt to contact you with such information; we will also post updated information on our website and make it available via our reservations call center.
Mitigating Guest Inconveniences Resulting from Flight Cancellations and Misconnections
For flight cancellations or missed connections for reasons within our control (such as aircraft servicing or maintenance), we will rebook you on the next available Virgin America flight or on another airline's flight to the same or nearby destination (in which case we will provide you with ground transportation to your originally scheduled airport destination).
If we are unable to confirm you on a flight to your final destination on the same day, we will provide hotel accommodations based on availability and meal vouchers. If the hotel does not provide ground transportation, we will provide a voucher for ground transportation to the hotel.
For flight cancellations or missed connections for reasons beyond our control (such as inclement weather, natural disaster, etc.), we will rebook you on the next available Virgin America flight. If we are unable to confirm you on a flight to your final destination on the same day, we will direct you to hotels that will offer a discounted rate for guests who wish to purchase accommodations. Virgin America will not provide complimentary hotel accommodations or meal vouchers in this instance.
In the event your flight is diverted to an airport other than a scheduled stop and there is an extended tarmac delay, we will comply with our lengthy tarmac delay commitments. In the event the flight is diverted and an overnight stay is required, we will make every reasonable effort to provide meals as well as hotel accommodations based upon availability. If a flight diverts to an airport in the same metropolitan area, we will make every effort to provide ground transportation based upon availability to the originally scheduled arrival airport.
Responsiveness to Guest Concerns
Guests who wish to provide us with feedback may contact Virgin America’s Guest Relations Department at Virgin America by email, U.S. Mail, telephone or facsimile:
Online: Contact Us
US Mail: Virgin America Guest Relations; P.O. Box 4271; Burlingame, CA 94011
Facsimile: 650.648.0493 Attn: Guest Relations
We will respond by acknowledging your concerns and/or requests within 30 days and will provide a substantial response within 60 days of receipt or earlier as required by applicable DOT regulations.
Your feedback Is Important.
Guests who wish to share a comment or complaint about Virgin America’s service with the United States Department of Transportation may do so via e-mail at the following address: http://www.dot.gov/airconsumer
Comments may also be mailed to the Department of Transportation at the following address:
Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave., S.E.
Washington, D.C. 20590