Customer Care

Virgin Holidays has over 15 years of experience specialising in organising holidays for our disabled customers, their families and friends, On consecutive occasions, we’ve won EASE awards presented by the Queen Elizabeth Foundation, being named Best Tour Operator for disabled customers and their families. Virgin Atlantic Airways our sister company are also award winners for services to disabled passengers.

Of course, your Travel Guru should be your first stop when it comes to making any special arrangements you may need but we also have a team of specialists to hand. Between them they will organise any of the services mentioned below to your exact specifications.

We can provide:

personal Service - expert staff able to give one-to-one step-by-step guidance ensuring all details are covered
a wide choice of suitable accommodation for wheelchair users, and those with less mobility, worldwide
confirmation of wheelchair accessible rooms and/or ground floor rooms
airport and inflight assistance with airlines both in the UK and overseas
resort information

And in some destinations:

transfer vehicles with tail lifts
accessible van hire
car hire with left/right hand controls
medical equipment hire

Wheelchair assistance

If you require wheelchair assistance, simply get in touch with your Travel Guru to make the necessary arrangements. On arrival at your check in desk, just remind the staff of your arrangements and they will ensure that everything is ready for you and your party. Assistance will also automatically be arranged for your arrival at your destination and for your return journey.

Checking in

At Gatwick

Please go to the Virgin holidays Ticket Desk where our staff will see you through check in.

At Manchester

Please check in at the dedicated Virgin Atlantic Premium Economy check in desk, where you will be given priority.

At Heathrow

Please make yourself known to either a Virgin Holidays or a Virgin Atlantic representative who will assist you to the right check in desk.

Deaf passengers

Deaf passengers can contact us direct, seven days a week on our Minicom System: 0844 557 3998, Monday-Friday 8.00am-10.00pm, Saturday: 8.30am-7.00pm, Sunday: 9.00am-6.00pm.

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.

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.

Accessible Accommodation

We can offer you a great selection of accessible accommodation which has either been personally inspected by us or recommended by hotels and customers.