Virgin Voyages Help & Support
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Help & Support
- Before You Sail
- Special Assistance
Special Assistance
How can I call Sailor Services if I'm Deaf or hard of hearing?
You can give us a ring using your TTY device through the Telecommunications Relay Service. Just dial 711, and ask the Relay Operator to connect you to our Sailor Services Shore Crew at 954-488-2955.
I’m a Sailor with a disability who has booked an upcoming voyage. If I require an accommodation or other type of assistance, is there anything I should be doing in advance?
If you require an accommodation or other special assistance during your voyage (such as an interpreter, alternative format materials, embarkation/disembarkation assistance, dietary restrictions) and/or have any questions regarding accessibility (such as bringing a Service Animal or oxygen), please contact us at your earliest convenience.
Our Crew will be able to assist you best with as much information and advanced notice as possible. Please contact our Sailor Services Crew at 954-488-2955 (US), +44 (20) 30034919 (UK) or +61 (1800) 491708 (AUS). Of course, if you do not require any special assistance or accommodation, you’re all set, and we’ll sea you on board.
Our Crew will be able to assist you best with as much information and advanced notice as possible. Please contact our Sailor Services Crew at 954-488-2955 (US), +44 (20) 30034919 (UK) or +61 (1800) 491708 (AUS). Of course, if you do not require any special assistance or accommodation, you’re all set, and we’ll sea you on board.
Am I allowed to bring my service animal on my voyage?
Yes, service animals are permitted on board. Please be mindful of the number of furry friends you take on your voyage as there is a limited total number allowed per sailing and we must accommodate for all Sailors.
Service animals are dogs that are individually trained to do work or perform tasks for the benefit of an individual with a disability (e.g., guide dogs, hearing-ear dogs, psychiatric service dogs). The task(s) performed by the dog must be directly related to the person’s disability. Individuals with disabilities will generally be permitted to access all the ship’s public spaces accompanied by their service animal.
While we will make every effort to accommodate miniature horses as service animals, we ask the guest requiring the use of a miniature horse as a service animal to contact Sailor Services as soon as possible to assess the miniature horse’s characteristics as a service animal. We’re sorry, but emotional support animals are not service animals. Emotional support animals will not be allowed on board. For more information on service animals, we invite you to visit the U.S. Department of Justice Service Animal FAQs.
Service animals are dogs that are individually trained to do work or perform tasks for the benefit of an individual with a disability (e.g., guide dogs, hearing-ear dogs, psychiatric service dogs). The task(s) performed by the dog must be directly related to the person’s disability. Individuals with disabilities will generally be permitted to access all the ship’s public spaces accompanied by their service animal.
While we will make every effort to accommodate miniature horses as service animals, we ask the guest requiring the use of a miniature horse as a service animal to contact Sailor Services as soon as possible to assess the miniature horse’s characteristics as a service animal. We’re sorry, but emotional support animals are not service animals. Emotional support animals will not be allowed on board. For more information on service animals, we invite you to visit the U.S. Department of Justice Service Animal FAQs.
Can I bring my mobility scooter on board?
Yes, Sailors staying in accessible cabins and suites are allowed to bring mobility scooters on board but are asked to please store them in the cabin when not in use.
How do I make a special request such as meals, excess baggage?
If you have any special requests or need personal accommodations, please contact our Sailor Services Crew or your travel agent, and they'll be able to let the ship know precisely what you need!
Are you able to accommodate my dietary requests and/or food allergies?
Our expansive food and beverage offerings should be able to accommodate most dietary needs and requests, but be sure to ask our Sailor Services Crew before you sail regarding any specific requests or allergy concerns. Please note, we are NOT an allergen-free kitchen.
Will Virgin Voyages provide interpreters for deaf or hard of hearing Sailors?
Yes, interpreters for Sailors who are deaf or hard of hearing are currently available upon request. Please contact Sailor Services with at least 60 days notice to make this request.
What services are available for Sailors who are deaf or hard of hearing? Will you provide a TDD kit?
Yes, we have TDD kits available to accommodate those who are deaf or hard of hearing. Please contact our Sailor Services Crew for specific requests and accommodations.
I need to bring oxygen on board. What are the procedures?
We understand there are a couple of must-haves when planning the perfect voyage. Sailors are permitted to bring oxygen cylinders and equipment on board within the following guidelines:
Sailors must make independent arrangements for the rental, delivery and return of any oxygen cylinders and related medical equipment. Only 2 cylinders per cabin may be personally hand carried aboard by Sailors. All other quantities must be delivered. Stevedores at the port terminal are unable to coordinate the transfer of oxygen cylinders.
Due to safety concerns and storage limitations, liquid oxygen or large cylinder systems (greater than 680 liters or E / M-24 size) are not permitted, and the types and quantities of oxygen cylinders allowed on board may be limited.
Sailors bringing more than one cylinder must make their own arrangements for transportation to the cruise terminal.
To coordinate an oxygen rental, you can reach out to Scootaround at 888-441-7575.
Sailors must make independent arrangements for the rental, delivery and return of any oxygen cylinders and related medical equipment. Only 2 cylinders per cabin may be personally hand carried aboard by Sailors. All other quantities must be delivered. Stevedores at the port terminal are unable to coordinate the transfer of oxygen cylinders.
Due to safety concerns and storage limitations, liquid oxygen or large cylinder systems (greater than 680 liters or E / M-24 size) are not permitted, and the types and quantities of oxygen cylinders allowed on board may be limited.
Sailors bringing more than one cylinder must make their own arrangements for transportation to the cruise terminal.
To coordinate an oxygen rental, you can reach out to Scootaround at 888-441-7575.
How do I make a special request such as meals, excess baggage?
If you have any special requests or need personal accommodations, please contact our Sailor Services Crew or your travel agent, and they'll be able to let the ship know precisely what you need!
Are there special services I can request to assist with my medical condition?
Yes, please contact our Sailor Services Crew to request any specific medical services or needed accommodations.