Virgin Voyages FAQs

Passport books should always be your default. If a passport card is all you have, they will only be accepted on closed-loop Caribbean itineraries departing from Miami, Florida. Voyages traveling to the French Caribbean Islands of Martinique & Guadeloupe will be strictly passport book only (passport cards will not be accepted at these ports).

Voyages traveling to the French Caribbean Islands of Martinique & Guadeloupe will be strictly passport book only, and passport cards will not be accepted at these ports.

Due to these itineraries including ports of call in Cartagena, Colombia, and the French Caribbean islands of Martinique and Guadeloupe, all Sailors must have a Passport Book to sail from San Juan, Puerto Rico. Passport cards will not be accepted at these ports.

While it's best to have your passport with you in case it's requested, you won't need to show it for facial recognition processing.

Our voyages require Sailors to have a valid passport with an expiration date at least 6 months after the voyage end date. Additionally, depending on your country of citizenship, certain ports may also require a visa for entry.

However, we understand that spontaneous getaways sometimes occur without sufficient time for passport arrangements. If you fall into this category and you are sailing out of Miami, Los Angeles, Seattle, or New York on an eligible closed-loop voyage, and are a United States citizen, we can make an exception to the passport requirement. In such cases, you will need to present one of the following documents:

• Original valid US Passport
• Original valid US Passport Card
• Original valid Trusted Traveler Card (NEXUS, FAST)

Or one of the below combinations of documents:

• Original or copy of your state-issued birth certificate AND a physical Government-issued photo ID
  • Puerto Rico birth certificates issued prior to July 1, 2010 are not acceptable
  • Hospital-issued birth certificates are not acceptable
• Original Consular Report of Birth Abroad issued by the Department of State AND a physical Government-issued photo ID
• Original Certificate of Naturalization issued by US Citizenship and Immigration Services AND a physical Government-issued photo ID

In the unlikely event of a medical emergency or unexpected departure from the vessel, a passport will be necessary. Please keep in mind, the above guidelines are based on government regulations, which are subject to change at any time.

With advancements in technology, facial recognition has become the most efficient method for identification. Here's how it works: When you check-in (or pre-check-in with Ready to Sail), our Terminal Angels will take your photo while you present your passport for inspection. Upon disembarkation, using facial recognition technology, your photo is compared to the one on your passport or visa to ensure verification. This streamlined process allows for quick and accurate identification.

No, facial recognition is only available for individuals who presented their passport, visa, ARC, or similar identification during the check-in process. The system is unable to recognize those using any other forms of identification.

In partnership with Customs and Border Protection (CBP), Virgin Voyages is offering an even more efficient process for the majority of our Sailors. Sailors who embark with a passport, and those Canadians who already have biometrics in the CBP system, are expedited through disembarkation facial recognition to clear immigration quickly. This new process eliminates the need for face-to-face interactions and allows Sailors to be processed in a matter of seconds, ensuring a seamless experience.

When purchasing VAT taxed items in our Retail stores, be sure to reach out to a member of our Retail Crew for assistance in filling out the form. Our Retail staff will have designated hours to assist with VAT purchases while on board. Hours of assistance can be found in the Daily Line Up and on the Virgin Voyages app. Please ensure to bring the following items with you to the High Street Shops, Deck 6, Portside:
 

1. Passport

2. All receipts for onboard retail purchases (services not included)

3. Credit or Debit card that the refund will go on

4. Valid email address

Try resetting your password. You should receive a password reset email with detailed instructions.

If you still have login issues, please contact Sailor Services at 954-488-2955 for US Sailors, +44 (20) 30034919 for UK, or +61 (1800) 491708 for AUS for assistance.

Your Reservation ID is confidential — treat it like a password! To keep it secure:

• Do not share your booking ID on social media. Avoid posting screenshots of your app or boarding pass where your reservation number is visible.
• If you suspect your booking has been accessed without your permission, contact Sailor Services immediately.

First, double-check that you are using the correct login credentials (email and password). If you still can’t log in, try these steps:

1. Log in with your Booking Number: You will need your Booking Number, Last Name on the booking, Date of Birth, and the Voyage Date.
2. Test Login on the Website: If you’re having trouble with the app, try logging in at www.VirginVoyages.com. If you’re having trouble with the website, try the app. If the login works on one but not the other, double-check your credentials.
3. Clear Cookies and Temporary Files: Clearing these on your browser or within the app settings may resolve login issues.

If you still have issues logging in, please contact Sailor Services at 954-488-2955 for US Sailors, +44 (20) 30034919 for UK, or +61 (1800) 491708 for AUS for assistance.