Schedule Change Policy

Just had this through basically making it harder to get a refund when there’s a schedule change.

VS Flying Hub
Virgin Atlantic
VSbulletin: Changes to our Schedule Change Policy - 20 January 2025
We have updated our Schedule Change Policy to ensure alignment with our Conditions of Carriage (Article 21)

What is changing?

We have updated what qualifies as a 'significant schedule change' from 3 hours or more to 5 hours or more, from the original departure time:

5 hours or more: Customers are eligible for rebooking or a refund under the updated Schedule Change Policy.
Less than 5 hours: Changes will follow the 'standard schedule change' guidance which can be found in our Schedule Change Policy. Refunds would not be permitted.
When did this change come into effect?

This update applies to schedule changes communicated on or after 28 December 2024.

Note:
If your customers flights were affected by a schedule change between 28 December 2024 and 19 January 2025, the previous policy will apply. During this period changes of 3 hours or more are covered and no ADM will be issued.
For schedule changes communicated on or after 20 January 2025, the updated policy will apply.

I wonder if this applies to delays and cancellations as well or just schedule changes

I wonder if this applies to delays and cancellations as well or just schedule changes

Delays and cancellations are covered by the law (EU261). Admittedly, some airlines try to pull a fast one when it comes to paying out.

I have noticed they have updated their websites though for changes and cancellations within 72 hours of departure or above 72 hours.

It is now:

If your flight is delayed arriving at your final destination by more than 4 hours
We’ll make sure you have enough food and drink to keep you comfortable while you wait. We’ll also cover two short phone calls, or messages if you need to contact anyone and offer hotel accommodation/transport to and from your hotel, if your flight is delayed overnight.

If your flight is delayed arriving at your final destination by more than 5 hours
You have the option to rebook onto another flight, rebook your travel to a later date or cancel your flight and receive a full refund if you no longer wish to travel.
To rebook your flight, please speak to a member of our airport team if you’re already at the airport or you can contact our Customer Centre for your options on +44 344 209 2722. You can also find other ways to contact us, including our web chat service or if you're calling from outside the UK, here.

VS move the MCO flights around a lot so quite a few people will get caught out by this. If they have booked well in advance third-party agents don’t always pass on the schedule changes.