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.
Offering the Lowest Available Fare
We offer our lowest fares right here at virginamerica.com. Best Fares Guaranteed is our guarantee to save our most exclusive deals and offers for our site, so you can book your mood-lit flights straight from the source.
Virgin America will disclose at the ticket counter or when a guest calls our Contact Center to inquire about a fare or make a reservation 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.
Notifying Guests of Known Delays, Cancellations, and Diversions
We will promptly provide information about a change in the status of a flight as required under 14 C.F.R. § 259.8, including a delay of 30 minutes or more in the planned operation of a flight, a cancellation, or a diversion, to guests and the public within 30 minutes of when we become aware of such a change, as follows:
- Upon request, through our reservation call center, at 877.FLY.VIRGIN (877.359.8474)
- On our website, at Check Flight Status
- Upon request, via email message and/or SMS text messaging sent through our flight status subscription service, Virgin America Flight Alerts. Guests also may elect to receive Flight Alerts when making reservations directly with Virgin America
- Through airport flight status displays under Virgin America’s control at U.S. airports
- At the boarding gate area for flights at U.S. airports
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.
Delivering Baggage On-Time
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. In the case of delayed baggage, we will make every reasonable effort to reunite you with your baggage within 24 hours.
For domestic flights, baggage must be checked in at the airport at least 45 minutes prior to scheduled flight departure. Travelers flying internationally must check baggage in at least 60 minutes prior to scheduled flight 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. Once a baggage claim has been entered into our World Tracer baggage tracing system, you will be able to view the status of your claim [online] by entering your last name and “File Reference Number.” In addition, should your baggage not arrive at its intended destination the day of your flight, our Baggage Service Team Members will endeavor to contact you daily with an update on our efforts to locate your baggage. When we locate your baggage, we will do our best to return it to you as quickly as possible.
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 Time. To contact us by phone, please call 877.FLY.VIRGIN (877.359.8474), say “baggage,” and follow the appropriate prompts.
We will compensate you for reasonable expenses that result due to delay in delivery, as required by 14 CFR part 254 for domestic flights and applicable international agreements for international flights. In addition, if your baggage is delayed while you are away from home, our local Baggage Service Team Members can provide you with a complimentary toiletry kit. In the unlikely event we are not able to locate your baggage within 30 days, it will be considered lost and we will begin the financial settlement process. We also will refund to you, in the original form of payment, any fees you paid to Virgin America to transport your lost baggage.
In the event your baggage is lost, for domestic flights, reimbursement will be governed by 14 CFR part 254 and the liability limitations and other terms set forth in Virgin America’s Contract of Carriage; for international travel, applicable international agreements and the International Contract of Carriage governs.
Allowing Reservations to be Held or Cancelled without Penalty for 24 Hours
We are pleased to hold your itinerary for 24 hours when booking through our reservations Contact Center. Regardless of the booking method, if you purchase a ticket directly from Virgin America and need to cancel within 24 hours of the original purchase, a full refund will be provided to you in the original form of payment without penalty.
Providing Prompt Ticket Refunds
Virgin America offers both refundable and non-refundable fares. In the event a ticket is cancelled, any additional fees that were incurred because the ticket was purchased from Virgin America through our reservations Contact Center or at an airport ticket counter will be non–refundable.
Fully refundable tickets must be cancelled prior to scheduled departure time in order to receive a refund. 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 Contact Center if you prefer a refund in the original form of payment instead of a credit file.
Non–refundable fares must be cancelled prior to scheduled departure time. In the event a guest cancels a non-refundable ticket 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.
Notwithstanding the fare rules described above, tickets (whether refundable or non-refundable) may be eligible for a partial or full refund, in the original form of payment, in the event of Virgin America’s refusal to transport or a flight cancellation, diversion, significant delay or a delay that will cause a guest to miss a connection, as set forth in Virgin America’s Contract of Carriage (for domestic travel) or International Contract of Carriage (for international travel).
When ticket refunds are due, Virgin America will issue the refund within 7 business days of receiving a complete refund request for tickets purchased by credit card and within 20 business days of receiving a complete refund request for tickets purchased with cash or by check, including refunds of fees charged to guests for optional services a guest is unable to use due to an oversale situation or flight cancellation.
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 re-deposited or Travel Bank issued to your account in the event of a cancellation.
Please contact 1.877.FLY.VIRGIN (877.359.8474) for further information regarding refunds and Travel Bank.
Accommodating Guests with Disabilities
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 hold 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 require 48 hours advance notice and check-in one hour before the check-in time for the general public for guests who request the following service(s):
· Accommodating a group of 10 or more individuals with disabilities, who make reservations and travel as a group
· Respiratory Assistive Devices and other Medical Portable Electronic Devices
· Travel with Emotional Support Animals
Additionally, we do require check-in one hour before the check-in time for the general public for guests who request the following service(s):
· Wet cell battery box for a personal wheelchair
· Special seating accommodations
· Checking in motorized mobility aids
During lengthy on-aircraft delays, our flight crew will make every effort to accommodate guests with disabilities or special needs.
Additional details regarding our policies for the accommodation of guests with disabilities and guests with special needs are available on virginamerica.com in our Contract of Carriage for domestic travel and our International Contract of Carriage for international travel, as well as through our reservations Contact Center and airport stations upon request. You may also visit our Frequently Asked Questions.
Meeting 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 meet your essential needs, including the provision of adequate food and water, access to operable lavatories and adequate medical attention if needed, and notifications regarding the status of the delay and any opportunity to deplane. Virgin America has adopted a Tarmac Delay Plan, which is accessible here.
Handling “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 volunteers willing to give up their seat in exchange for Virgin America’s offer of compensation, in any amount, including but not limited to travel credits, hotel accommodations, and/or rebooking on another Virgin America flight or on another airline's flight to the same or nearby destination.
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 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 more than one but less than two hours after your original scheduled arrival for domestic flights, or more than one but less than four hours after your original scheduled arrival for international flights, we will provide you cash compensation for 200% of the value of your fare not to exceed $675.
If you are involuntarily denied boarding and rebooked on a flight scheduled to arrive two hours or more after your original scheduled arrival for domestic flights, or four hours or more 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 fare not to exceed $1,350.
Virgin America will make any involuntary denied boarding payment on the day and at the place where the denial of boarding occurred, in cash or immediately negotiable check provided, however, that if alternate transportation arranged for a guest’s convenience departs before the payment can be made to the guest, then payment will be made by mail or other means within 24 hours after the denied boarding occurs. Guests may, at their option, elect to receive a Travel Bank in lieu of this cash or check payment, in which case the value of the Travel Bank shall be equal to or greater than the cash/check payment to which the guest would otherwise be entitled.
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.
Disclosing Cancellation Policies, Aircraft Seating Configuration and Lavatory Availability, and Frequent Flyer Rules
All cancellation policies for travel within the United States can be found in our Contract of Carriage. All policies guidelines for international travel 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 seating configuration and lavatory information can be found on our website (virginamerica.com) and Frequent Flyer rules for Elevate members can be found here.
We also will disclose cancellation policies and fare rules, information on aircraft seating configurations and lavatory availability, and Frequent Flyer Rules via our reservations call center, upon request.
Notifying Guests of Travel Itinerary Changes
In the event that Virgin America plans a change to its schedule that will impact your flight’s scheduled departure or arrival time 60 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 Contact 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, at our discretion, 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).
For flight cancellations or missed connections for reasons within our control, 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 (including but not limited to inclement weather or natural disaster), 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 as your originally scheduled arrival airport, we will make every effort to provide ground transportation based upon availability to the originally scheduled arrival airport.
Responding to Guest Concerns
Virgin America will ensure it responds to guest concerns as required under 14 C.F.R. § 259.7. Guests who wish to provide us with a comment or complaint about our service 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; 555 Airport Blvd. Burlingame, CA 94010
Telephone: 1.877.FLY.VIRGIN (1.877.359.8474)
Facsimile: 1.650.648.0493 Attn: Guest Relations
We will respond by acknowledging your concerns and/or requests within 30 days and will provide a substantive 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 or complaints 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