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Claim your money back

For travel, holidays and events booked on your credit card that have been cancelled due to coronavirus


Use this form to claim a refund on travel, holidays and events booked on your credit card that have been cancelled due to coronavirus. We'll use the information you provide to submit a chargeback claim to the company you originally paid.

Who can use this service?

This service is available to Virgin Money Credit Card and Virgin Atlantic Credit Card customers only.

Frequently asked questions

Firstly, you should contact the company you booked through. This is the fastest way to understand what to do next and what you’re entitled to. It's also important to check the terms and conditions of your booking, as well as the cover on your travel insurance. If you have travel insurance with Virgin Money, please visit our Travel Insurance section for more information.

Make sure you allow enough time for the company to send you a refund. Everyone has been impacted by the Coronavirus pandemic, so it may take longer than usual for refunds to be processed and/or customers to be contacted. We suggest you allow at least 30 days before completing the form on this page. Don't forget to check your account too as some companies may process your refund automatically.

If the date of your travel or event has passed and you haven’t heard back from the company, we may be able to help you recover some, or all of your money. Just fill in the form on this page and we’ll be in touch.

Everyone has been impacted by the Coronavirus pandemic, so it may take longer than usual for refunds to be processed and/or customers to be contacted. We suggest you allow at least 30 days for your refund to be processed. Some companies may wait for the date of your travel/event to have passed too.

If you haven’t received the refund you were expecting, you should try to get in touch with the company you booked with. If you haven’t heard back from them or they’re refusing to refund you, we may be able to help you recover some, or all of your money. Just fill in the form on this page and we’ll be in touch.

Check the terms and conditions of your booking. If the company is acting within those, you might not be entitled to a refund. If they’re not, fill in the form on this page and we will be in touch.

Check with your travel insurance provider and the company you booked with before you cancel, as you may not be able to get your money back. Keep an eye on the Foreign and Commonwealth Office’s (FCO) current travel restrictions for guidance and advice too.

If you have travel insurance with Virgin Money, please visit our Travel Insurance section for more information.

Firstly, speak to your venue, caterers, and other suppliers about your options. You may not get your deposit or other payments refunded if you cancel completely but if your suppliers cancel, you may be entitled to a full refund.

If you have wedding insurance, check your policy or speak to your insurance provider about what you can claim.

Section 75 is a way to make a claim against your credit card provider when a company that you’ve paid using your card has let you down. When you make a Section 75 claim about travel, holiday or an event that’s been cancelled because of Coronavirus, we’ll check that all of these things have happened before we can refund you:

  • You used your card to pay the company providing your travel, holiday or event directly.
    The money usually needs to have gone straight from your credit card account to them.
  • The travel, holiday or event was for your benefit.
    For example, your claim might not be successful if the additional cardholder paid and you weren’t travelling or if you were paying for someone outside of your family to go.
  • The total amount of the travel, holiday or event you paid the company for was more than £100 but less than £30,000.
    You don’t have to have paid for it all using your credit card though – just part of it.
  • The company let you down by failing to do something that they had to do as part of their contract with you.
    It’s important you check the terms and conditions, especially about cancellations, refunds and re-booking. If the company offers you a voucher or the ability to re-book, you won’t usually be able to raise a claim under Section 75 if their terms and conditions allow that.

    If your booking hasn’t been cancelled, check the Foreign and Commonwealth Office’s (FCO) current travel restrictions for guidance and advice. There are different travel restrictions depending on your destination and dates of travel. So if your date of travel or event goes beyond the dates mentioned in the FCO’s advice, you may need to wait until the restrictions are extended before your claim can be progressed (although you can still make a claim in the meantime).
  • You’ve lost out financially as a result.
    You can make a claim for all of the money you’ve lost – even if that’s more than what you spent using your credit card.

This form isn’t for Section 75 claims. To make a Section 75 you can write to us at:

  • Virgin Money Credit Card address: PO Box 10234, Wigston, LE18 9FA
  • Virgin Atlantic Credit Card address: PO Box 10609, Wigston, LE18 9FA

Please include a covering letter with the following information:

  • Your Virgin Money or Virgin Atlantic Credit Card number.
  • Amount and date of the transaction or purchase.
  • Name of the company and details of your purchase or transaction.
  • Reason for the claim.

You should also include any relevant documents (i.e. receipts or emails which confirm your transaction and any contact with the company you made the purchase through). We will keep you updated as we process your claim.

Before you make a claim

  • In order to use this form, the date of your travel, holiday or event must have already passed.
  • You must first contact your travel agent or the company you booked through to discuss the details of your booking, and any related refunds. This is often the fastest way to understand what you should do and what you are entitled to, even if you want to cancel.
  • Please don't rush to make a claim because the company is taking longer than expected to refund your transaction. You shouldn't raise a claim unless you know the money is not being refunded by the company where you made the purchase or you've not been able to get hold of them for a long period of time.

We won’t update your account with the contact details you use in this form. We’ll only use them to help find your account and to get in touch if we can’t contact you using the information we already have. You can update your contact details in Online Service.

We will always treat your data with respect – you can find out more details in our Privacy Policy Link opens in a new window/tab

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