Virgin Atlantic Airways Limited
Virgin Atlantic Airways Limited's Customer Relations department provides specialized services for passengers requiring assistance. You can arrange airport or onboard assistance, including wheelchair and medical needs, by calling during business hours. Additionally, approval for transporting medical containers like stem cells or frozen embryos can be requested. It's crucial to provide advance notice of at least 72 hours before your flight for these services. Typical wait times are not specified, but calling earlier in the day may reduce delays. The department operates Monday to Friday from 08:00 to 18:00, and Saturday from 09:00 to 13:00.
Updated 4 Nov 2025
Expected outcomes
- Arrange special assistance
- Request medical container transport
- Request wheelchair assistance
- Submit assistance requests
- Confirm assistance details
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Flight details
- VS record locator
- Type of assistance required
- Medical container specifications
- Import license
- Advance notice
Known issues
Some users experience occasional errors when submitting online forms for special assistance. If you encounter such issues, try resubmitting later or contact the Special Assistance team directly via phone for urgent matters. It's advisable to prepare all necessary information, such as flight details and VS record locator, before calling. Providing advance notice of at least 72 hours is strongly recommended to ensure your needs are met. If you face difficulties, calling during non-peak hours may improve response times.
