Questions and answers

Applying for the card

Will I be approved for a card?

If you decide to complete an application we'll carry out a full credit check and confirm whether you've been approved. In some circumstances, we may need some additional information and we'll let you know if this is the case. When making our decision, we'll take into account your age, status and financial background. Before you apply, check the following statements are true:

  • I am aged 18 years or over (the same goes for any additional cardholders).
  • I am a UK resident.
  • I have a UK bank or building society account.
  • I have good credit history.
  • I have an income of at least £7,000, or my household income is at least £15,000.
  • I am not an existing Virgin Atlantic Credit Card customer and I have not closed another Virgin Atlantic credit card in the last 6 months.

You won't be approved if you are bankrupt or in an IVA, and it is unlikely that you'll be approved if you have CCJs or defaults and if you have no credit history. If you are unsure of your credit history, then please contact Experian for a copy of your credit file.

What's my credit limit going to be?

We cannot confirm your credit limit until you have completed an application for a Virgin Atlantic Credit Card. Once you have been approved you will be given your credit limit and this is based on your personal circumstances.

How long will it be before I hear?

We aim to tell you if we have approved your application straightaway. Sometimes, we may need to ask you for a few more details first – if we do, we’ll let you know immediately after you’ve made your application, then get in touch to request the additional information from you.

When will I receive my card?

If we approve your application, we’ll send your Virgin Atlantic Credit Card to you within 7 working days.

If you'd like to ask us any questions in the meantime, please contact us.

Can I cancel the agreement if I change my mind?

You can with withdraw from your agreement within 14 days from the day after you receive your Virgin Atlantic Credit Card.

You can do this by writing to us at:

Virgin Atlantic Credit Cards
PO Box 10609
Wigston
LE18 9HA

You can also contact us to discuss your application.

Remember, you must repay any balance and interest within 30 days of the date you tell us you want to cancel your agreement. You will not have to pay any other charges and you can repay your balance in full at any time.

If you wish to cancel the agreement outside of the cooling off period you will need to contact us. Please note – your account must have a zero balance.

About the card

How do I activate my card?

Our Virgin Money Credit Card mobile app is the quickest and easiest way to activate your card. If your card is inactive, you will see the option to activate your card on the summary screen. Alternatively you can select Card, there you will see the status of your credit card, if it's already active, Yes will be displayed on the screen.

You can download our mobile app via the App Store or Google Play, just search for Virgin Money Credit Card.

You can also activate your card via Online Service. If your card needs to be activated you will see a link displayed on Your account summary.

If you’ve not yet registered for Online Service, or would like help signing in to your Credit Card account, check out our how to guides.

Can I use my Virgin Atlantic Credit Card abroad?

Yes, you can use your card at over 20 million shops, restaurants, petrol stations and over 1 million cash machines in most countries throughout the world.

But don’t forget if you use your Virgin Atlantic Credit Card to make purchases abroad you may be charged a Non-Sterling Transaction Fee. And if you need some emergency cash, remember to factor in the normal Cash Advance fee too.

Please contact us before using your card abroad otherwise our account monitoring systems might decline your transactions. Please note we may still require the merchant to contact us to authorise a transaction.

If you'd like to speak to us while you’re abroad just call +44 191 284 9064. If you ring the international number from a landline, you can reverse the charges through the international operator. View our contact centre opening hours.

Why was my card declined recently?

There are a number of reasons why a credit card transaction could be declined. Sometimes, it just happens if there is a problem with the terminal or the connection when you make a purchase. At times we will decline a transaction to protect you and your credit card account, which we know is not always convenient. Here are a few things to check if you’ve had transaction declined recently:

  • Are you over your credit limit? – check your balance and recent transactions, you may have made a purchase that has taken you over your authorised limit. If you are over your credit limit, you can make an immediate payment via the mobile app using your debit card, which will update your available to spend balance, usually within 15 minutes.
  • Are your payments up to date? – Using the mobile app or Online Service check if your payments are up to date. You will also find your payment due date on the front page of your statement. Your transaction will be declined if you fail to maintain your minimum monthly payment.
  • Have you chosen to freeze your card? – Check if you have frozen your card in the mobile app, unfreezing is easy by going to the Card page in the mobile app and following on-screen instructions.
  • To protect you and your card, occasionally Virgin Money may decline credit card transactions – we do this if we believe a transaction to be suspicious or we have reason to believe you may not have made the purchase. If you have exhausted the options above and are concerned about why a transaction was declined, please contact us.

Can I spend over my credit limit?

No, you are not able to spend more than your credit limit. We understand that there may be times when you are not aware of how close you are to your credit limit, or you make a large purchase that takes you over your agreed limit.

It’s important for us to make sure we’re doing everything we can to protect our customers from borrowing more than they can afford to repay. This means we will decline your transaction if we know it will take you over your credit limit. Doing this means you are less likely to lose any promotional offers on your account, or suffer any negative impact on your credit rating.

You can request a credit limit increase after your 7th statement, simply login to Online Service, select Services, under Manage your account, you will see Request a credit limit increase. While it is not guaranteed, we will do our very best to accommodate your request.

If you’ve not yet registered, or would like help signing in to your Credit Card account, check our how to guides.

Can I still use my card if I’ve missed any payments?

No, you will not be able to use your credit card if you have missed a payment and your account is in arrears. It’s our responsibility to make sure we’re doing everything we can to protect our customers from borrowing more than they can afford to repay. It’s important to maintain your minimum payments to avoid losing any promotional offers and avoiding any negative impact on your credit rating, which may affect your ability to access credit in the future.

If you have been impacted by coronavirus and you are worried about not being able to make your next payment in the short term, then you may be eligible for a payment holiday. Please complete this short form to request a payment holiday.

If you are struggling to meet your monthly repayments, we are here to help. Please contact us to discuss the options available to you.

If you have had a change in circumstances, or if you have multiple creditors, then you may want to consider getting some free independent financial advice or help on dealing with all your creditors from one of the following agencies;

Flying Club

What is Flying Club?

Flying Club is Virgin Atlantic's loyalty programme where you’ll enjoy:

  • Points earned every time you take a revenue flight with Virgin Atlantic.
  • Points earned every time you make a purchase with your Virgin Atlantic Credit Card.
  • A fantastic range of rewards to spend your points on including flights, upgrades and so much more.
  • Partners from around the globe to earn and spend with.
  • Earning tier points every time you fly. The more you fly, the more tier points you’ll earn, and the more rewarding it becomes as you soar up through the tiers.

How do I earn Virgin Points with my cards?

Points are earned for every £1 spent on card purchases. You won’t earn points on any cash transactions, balance transfers or money transfers.

With a Virgin Atlantic Reward Credit Card you'll earn 0.75 points for every £1 you spend. Or, if you have chosen the Virgin Atlantic Reward+ Credit Card with a £160 annual fee, you'll earn 1.5 points for every £1 you spend.

Every time you spend direct with Virgin Atlantic and Virgin Holidays you'll also earn double Virgin Points.

We calculate the points earned on each transaction, including points on parts of £1 spent. This total amount is then rounded up to the nearest whole point and added to your Flying Club account within 5 days of your monthly statement.

The points you can earn each month are capped based on your credit limit. For example, if your credit limit is £5,000, you’ll earn points on the first £5,000 of card purchases in a month. If you spend more than that, then you won’t earn points on any additional spending. We’ll reset the counter every month on the date of your credit card statement. The cap doesn’t apply to bonus points.

Please note, you must have provided Virgin Money with a valid Flying Club number in the name of the main account holder to earn your Virgin Points.

When will my Virgin Points be added to my account?

Every month your credit card statement will show you the number of points you have earned in that month. Your points will be added to your Flying Club account once a month, within 5 days of your credit card statement date.

How do I qualify for my credit card rewards?

When you spend £10,000 worth of purchases on your Virgin Atlantic Reward+ Credit Card, or £20,000 worth of purchases on your Virgin Atlantic Reward Credit Card, within twelve months of your account opening anniversary date, you’ll be eligible to receive a Virgin Atlantic credit card reward to your Flying Club account. Choose from upgrades or companion tickets. And if you’re a Gold or Silver member, you’ll have the option of Clubhouse passes.

The minimum spend amount needs to be on card purchases. Any balance transfers, money transfers or cash transactions will not count towards the total spend amount.

Full terms and conditions  Link opens in a new window

What are the credit card rewards I can choose from?

Flying Club Red members can choose one reward from:

  1. A Premium upgrade. Spend your points for an Economy cabin reward flight and receive an upgrade to Premium with no additional points required.
  2. A companion reward ticket in Economy. Spend your points for a reward booking in Economy and take one companion with you in the same cabin for no additional points.

Flying Club Silver members can choose one reward from:

  1. A Premium upgrade. Spend your points for an Economy cabin reward flight and receive an upgrade to Premium with no additional points required.
  2. A companion reward ticket in Economy or Premium. Spend your points for a reward booking in Economy or Premium, and take one companion with you in the same cabin for no additional points.
  3. One Clubhouse pass allowing access to our London Heathrow or London Gatwick Clubhouse when flying with Virgin Atlantic. Each pass provides access to one person on one occasion. No additional guests can be permitted.

Flying Club Gold members will be eligible to choose one reward from:

  1. A Premium upgrade. Spend your points for an Economy cabin reward flight and receive an upgrade to Premium with no additional points required.
  2. A companion reward ticket in Economy, Premium or Upper Class. Spend your points for a reward booking and take one companion with you in the same cabin for no additional points.
  3. Two Clubhouse passes allowing access to our London Heathrow or London Gatwick Clubhouses. Each pass provides access to one person on one occasion. No additional guests can be permitted.

Full terms and conditions  Link opens in a new window

How do I add my Flying Club number to my credit card account?

The easiest way to add your Flying Club number to your credit card account is to enter it when asked during the application.

You can still tell us your Flying Club number once your account is opened, just give us a call on 0800 085 3210.* Don’t worry, any points you’ve already earned will still be added to your Flying Club account after your next statement.

We will attempt to verify the Flying Club number you give us, to make sure the account belongs to you. So please make sure the details in your Flying Club account match those you give us during your credit card application.

*Calls to 0800 numbers are free from personal mobile phones and residential UK landlines. Calls will be monitored and recorded.

Balance and money transfers

What is a balance and a money transfer?

A balance transfer allows you to move part or all of the balance of another credit card or store card to your Virgin Atlantic Credit Card.

A money transfer allows you to transfer funds from your Virgin Atlantic Credit Card straight into your bank or building society account.

You will not be able to transfer a balance from another card issued by Clydesdale Bank PLC and you cannot use your card to repay a loan, overdraft or mortgage issued by Clydesdale Bank PLC.

How much is the transfer fee?

If you make a balance or money transfer within 60 days of your account opening then you will pay a 3% handling fee on the amount you wish to transfer. If you make a balance or money transfer outside of the 60 days then you will pay a 5% handling fee on the amount you wish to transfer.

How long do transfers take?

Usually, it takes 2 – 3 working days to transfer funds from a Virgin Atlantic Credit Card following an accepted application. We may need to complete some necessary additional checks, this may slightly increase the time it takes for the transfer to complete.

Interest and charges

How is interest charged on my Virgin Atlantic Credit Card?

We charge interest on all transactions, fees and on any unpaid interest. The interest charged is depending on the transaction type and you can find the relevant rate for each transaction on the back of your statement.

We will not charge interest on Card Purchases and related fees, as long as you pay the full balance shown on your statement by the Payment Date. If the full balance is not paid then we will charge interest each day on all transactions, fees, unpaid interest and on any other amounts (including any annual card fee), from the date they are added to your account until you pay them off in full.

We will add interest to your account on the statement date each month and that interest forms part of your outstanding balance.

When will I be expected to pay an annual card fee?

Any annual card fee that is associated with your credit card will be required to be paid as part of your first minimum payment. Your first payment will be due 20 days after your first statement is produced, you will receive an e-mail when your first statement is ready to view online.

Each subsequent annual card fee will be added to the account on or around the anniversary of the account opening date and will be required to be paid as part of your minimum payment.

Contactless payments and security

Is it a secure chip and PIN card?

Yes – every card comes with chip and PIN built in, giving you the most up-to-date protection against card crime.

Having a PIN makes it harder for anyone else to use your card if it gets stolen or lost.

When you get your card, your PIN will follow separately. You then have the option of changing your PIN to one you find easier to remember.

What is contactless?

Contactless payments let you pay for items of up to £45 or less without having to key in your PIN, making shopping for everyday items so much simpler. Just look out for the contactless symbol when making a payment.

How does contactless work?

Contactless payments are quick and easy. Here's what you need to do:

  1. Tell the retailer you'd like to pay with your contactless Virgin Atlantic Credit Card.
  2. Hold the card against the terminal.
  3. Wait a second or two until you see the green light or hear a beep.
  4. Off you go – if you need a receipt, just ask the retailer for one.

Every now and then you will be asked to confirm your identity , by completing a transaction using your PIN.

Are contactless payments secure?

Yes. Contactless payments put you in control because your card never leaves your hand. For added security, you'll occasionally be asked to enter your PIN. And just like chip and PIN transactions, you won't be liable for any fraudulent contactless transactions made with your card.

If your card is lost or stolen, you'll incur no liability for fraudulent use of your card provided you notify us as soon as you realise your card is missing, or you notice any unusual transactions on your account.

What is a one‐time passcode?

A one‐time passcode is a unique six digit number we’ll text to your mobile. It can only be used once, and for security reasons will only work for a short amount of time. If you have any problems getting hold of your passcode, make sure you get in touch. We might need to check we have the right number for you.

We’ll never call, email or ask you for your one‐time passcode, so please don’t share it with anyone. One‐time passcodes are used to register for our Online Service, sign in to or change details on your online account, verify some requests you make and to confirm it’s you when you make a card transaction online.

Managing my account and statements

I've had a refund to my credit card and my account is now in credit, how do I get this money into my bank account?

Your account must be in credit before you can request a refund. If you have a credit balance on your credit card account, we can return this to your bank account in one of the following ways:

In the mobile app – the fastest way to get your credit balance is by completing a Money Transfer in the app. If your account is in credit and you don’t use your card until the money is in your bank account, then the interest and fees disclosed in the app will not be charged.

  • First, confirm your up to date credit balance on the main summary page in the app. This will take in to account any recent spend and it’s only this amount you can transfer
  • Go to Payments and select Money Transfers.
  • Select the first rate option, agree to the terms, and enter the transfer amount, and your bank details. Please note this must be an account held in your name.
  • Follow the steps on screen, including entering your Mobile App password. This is the password you setup when you first downloaded the app- don't worry if you can't remember, you can reset it in the app, you’ll need your card to hand. Once you’ve confirmed your password the transfer will be completed. Money will be in your bank account by the end of the next business day for any transactions completed before 4pm. E.g. If you process a transfer on Friday at 3pm, the funds will be in your bank account by the end of the business day on Monday.

In Online Service – as the balance in Online Service doesn’t include transactions made in the last day or so, you can ask for a credit balance refund by sending us a secure message. To send a message, go to Services and select Send Message. Please include your bank details in the Secure Message. Please be aware that these requests are actioned within 5 working days, we will send you an email when there is a reply in Online Service so you know the request has been completed.

If you’ve not yet registered for Online Service, or would like help signing in, check out our how to guides.

My personal details are incorrect, how can I update them?

You can update your email and home address via Online Service. Once you've signed in, select Services, there you will see Manage your profile, update email address and update address.

Your home address will be changed immediately, however any correspondence recently produced may be sent to your previous address.

To update your mobile or landline telephone number sign into Online Service and send us a secure message, please include the current number we have on our records and the new number that you wish us to use going forward.

We are very busy supporting customers at the moment, please have patience while we process your request.

If you’ve not yet registered, or would like help signing in to your Credit Card account, check out our how to guides.

Can I manage my Credit Card through an app or online?

Our mobile app is the easiest way to manage your account. You can make a payment, view your statements, freeze your card and set up or amend a direct debit.

Don’t have our mobile app? Head to the App Store or Google Play and search for Virgin Money Credit Card.

You can also use Online Service to manage your account, including manage your credit limit.

If you’ve not yet registered for Online Service, or would like help signing in to your Credit Card account, check out our how to guides.

How do I get my statement?

You can view your statement via the Virgin Money Credit Card mobile app or Online Service. We will send you an email to let you know when your statement is ready to view.

Mobile app

Tap the 'More' icon then 'Statements' to then download them. It's important to remember you may be charged for using mobile data to do this. On some devices, you may be able to email your statements too.

Online Service

Select Statements, there you can view or down your statement.

If you have access to a printer, you can download and print copies of your statements via the app or online service.

If you need paper statements, you can change your options via Online Service. Select Services, there you will see Update your account, where you can Manage your statement options.

I’ve forgotten my Online Service login details – what can I do?

It's quick and easy to get back online, you will need your Credit Card to reset your Online Service access.

If you have forgotton your Customer ID, you can request an email reminder. Once you enter the requested details we will send you a reminder to your registered email address.

If you have forgotton your Password or Passcode, you can reset these online. We will send you a 6 digit One Time Access Code to your registered mobile phone to get you back into your account.

If you would like more information about our online service and how to sign in, check out our how to guides.

How do I make a payment?

Our Virgin Money Credit Card mobile app is the quickest and easiest way to manage your account - you can download it via the App Store or Google Play, just search for Virgin Money Credit Card.

You can also make payments via Online Service. If you’ve not yet registered for Online Service, or would like help signing in to your Credit Card account, check out our how to guides.

Here are the payment options available:

  • Transfer money from your bank current account – To make an electronic payment you will need to use sort code 40-64-25, bank account number 41320424 and quote your 16 digit Virgin Money Credit Card Number as the payment reference.
  • Direct Debit – You can make payments by Direct Debit on a monthly basis, the Direct Debit will collect on your monthly due date. You have the option to pay the minimum payment, a regular fixed payment or the full statement balance. Please remember your Direct Debit will be collected regardless of any additional payments made. You can set up or amend a Direct Debit online by logging on to Online Service or in our mobile app.

    Please Note – If a statement has already been produced and you set up a Direct Debit online. The Direct Debit will not take effect until the following month.
  • Debit Card – You can make a one-off debit card payment via our mobile app or Online Service by choosing ‘Payments’ from the menu, then ‘Pay by Debit card’ and following the instructions on screen. If you would prefer to make a payment by debit card over the phone, just call us on 0800 011 3210 to use our automated phone service.

When is my first payment due?

Your first payment will be due 20 days after your first statement is produced, you will receive an e-mail when your first statement is ready to view online.

Alternatively, if you need paper statements, you can change your options via Online Service. Select Services, there you will see Update your account, where you can Manage your statement options.

How do I make a change to my payment due date?

Please contact us if you would like to make a request to amend your current payment due date. This includes if you have a Direct Debit set up and you wish to change the date it is collected.

You can request a change to your due date once your account has been open for 15 days and requests are limited to once per 6 months.

How can I increase my credit limit?

If you wish to request an increase to your credit limit you can do this via Online Service. Here you can submit a request, while it is not guaranteed, we will do our very best to accommodate your request.

If you’ve not yet registered, or would like help signing in to your Credit Card account, check out our how to guides.

How can I decrease my credit limit?

You can request a decrease to your credit limit at anytime by sending us a secure message via Online Service. Please include the current credit limit and the new lower credit limit you wish to have.

If you’ve not yet registered for Online Service, or would like help signing in to your Credit Card account, check out our how to guides.

Alternately you can contact us to discuss your request.

How can I change my address?

You can update your home address via Online Service. Once you've signed in, select Services, there you will see Manage your profile, update address.

Your home address will be changed immediately, however any correspondence recently produced may be sent to your previous address.

How can I change my name on my account?

If you are changing the name on your account we required a certified copy of the legal document confirming the change (i.e. Marriage Certificate, Deed Poll Document etc).

Please also include a short covering letter explaining the reason for the change. Please include your Virgin Money Credit Card number and sign in both your old and new signature.

Please forward these documents to:
Virgin Atlantic Credit Cards
PO Box 10609
Wigston
LE18 9HA

Where can I find my most recent card number?

You can find your 16 digit card number at the front page of your statement. We don't send paper statements, you can view your statement via the Virgin Money Credit Card mobile app or Online Service. We will send you an email to let you know when your statement is ready to view.

Mobile app

Tap the 'More' icon then 'Statements' to then download them. It's important to remember you may be charged for using mobile data to do this. On some devices, you may be able to email your statements too.

Online Service

Select Statements, there you can view or down your statement.

If we do not receive the minimum payment when it is due or you go over your credit limit, we will withdraw the promotional rate with effect from the start of that statement period. When a promotional rate ends or is withdrawn, we charge the current standard interest rate that applies to that transaction.

You will not be able to transfer a balance from another card issued by Clydesdale Bank PLC and you cannot use your card to repay a loan, overdraft or mortgage issued by Clydesdale Bank PLC.

Credit is available, subject to status, only to UK residents aged 18 or over.

Calls are charged at your service provider's prevailing rate and may be monitored and recorded.

The Virgin Atlantic Credit Card is issued by Clydesdale Bank PLC (trading as Virgin Money). Registered in Scotland (Company No. SC001111). Registered Office: 30 St Vincent Place, Glasgow, G1 2HL. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Virgin Money adheres to The Standard of Lending Practice which are monitored and enforced but the Lending Standards Board: www.lendingstandardsboard.org.uk  Link opens in a new window

Your copy of the Statement of Lender and Borrower Responsibilities  Link opens in a new window