Virgin Voyages Help & Support
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Is Voyage Protection refundable?All payments for Voyage Protection are final (non-refundable) after the 10-day grace period if the booking was made more than 120 days before the voyage.
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What coverage does Voyage Protection provide?Voyage Protection covers all travel components booked through Virgin Voyages including voyage fare, air, and hotel. Visit the Aon plan page for more information about Voyage Protection benefits.
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Can I change my future voyage date at any time?Once a Sailor has chosen a future voyage date, they can only change their voyage up until one (1) year after the original voyage date and Sailors can only move the date of their voyage one (1) time after choosing their original voyage date.
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When can I add Voyage Protection to my booking?Voyage Protection can be purchased at any time before the final payment is made on a booking.
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Can I select the voyage dates, pay for the voyage in full, and then transfer my booking to someone else?Yes! The eligible Sailor must book this offer, and should contact our Sailor Services Crew or their First Mate to schedule their voyage. Once the voyage is confirmed and the booking is made, Sailors can contact Sailor Services any time up to 48 hours prior to the voyage date to change the name(s) on the booking.
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Can I pick a specific voyage date for the My Next Virgin Voyage offer when I’m on board?Yes, Sailors can choose a specific voyage date while on board and take advantage of the My Next Virgin Voyage (MNVV) offer by stopping by Get Lost on Deck 7 Midship. Sailors must pay the 20% deposit and our onboard sales team will apply the offer to the booking.
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Can I use the MNVV offer on a Circle (group) voyage?If a Sailor chooses to apply the deposit for a Future Voyage to a reservation within a Circle, then yes. The $300 paid deposit and My Next Virgin Voyage onboard offer will apply to the Sailor's booking if it is booked as a new reservation within the Circle Shell. The My Next Virgin Voyage onboard offer is applicable to new bookings only and cannot be retroactively applied to existing bookings.
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What is the My Next Virgin Voyage on board offer?The My Next Virgin Voyage onboard offer is a $300 discount off your future booking plus up to $600 in onboard credit, applicable towards your next sailing. Receive $600 in onboard credit when selecting your voyage within 60 days from the purchase date of the offer. Need more time to decide? After 60 days, you will be eligible for $300 to spend onboard during your next adventure.
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When does my deposit toward My Next Virgin Voyage expire?Sailors will have two (2) years from the time of putting down a deposit to choose a voyage date and sail. If a Sailor does not book and sail within two (2) years from the moment the deposit was placed, Virgin Voyages will assume that the Sailor has decided not to take advantage of the offer and their deposit will be claimed by Virgin Voyages as a penalty/expired Future Voyage Offer.
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Is the My Next Virgin Voyage offer transferable to other Sailors?Yes, the current My Next Virgin Voyage (MNVV) offer can be transferred one (1) time to another Sailor following our standard name change policy.
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How do I book my future voyage once I've locked in the MNVV offer?Scheduling your new voyage online is easy and (sea)breezy. Here’s how to do it:
1. Click the icon of a Sailor with a suitcase (next to the “Book” button) on our homepage and log into My Account.
2. Once you’re logged in, click on “Schedule Voyage” next to the MNVV placeholder on your account dashboard.
3. After reviewing our policies for this offer click “Next”.
4. Select any eligible voyage and cabin type.
5. Complete your booking and make a payment (if necessary).
Once the booking is complete, swim over to My Account to see your new voyage. If you have any questions, please contact your First Mate or our fabulous Sailor Services Crew. -
When can I use the “My Next Virgin Voyage” onboard credit? Is it applicable to my current voyage or my future voyage?The “My Next Virgin Voyage” onboard offer’s promotional onboard credit will be applied to the Sailor’s future voyage only. Sailors will receive $600 in onboard credit if a voyage date is selected and booked within 60 days of the purchase date of the onboard offer. Sailors who select their voyage date outside of 60 days will be eligible for $300 in onboard credit, applicable towards the future voyage.
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Do I have to pick a specific voyage date when I place my deposit on board?Though you can, you definitely don’t have to. The $300 deposit required to lock in these perks also works as a placeholder, allowing you to choose your sailing date and itinerary within two (2) years of placing a deposit. Then, whenever you’re ready to schedule your voyage, you can contact your First Mate (travel agent) or our Sailor Services Crew, and we’ll get you sorted. Keep in mind the pricing and cabin availability are not held until the voyage date is booked. It also pays to think quickly! By selecting your voyage within 60 days, you will be awarded $600 in onboard credit. After 60 days, you will receive $300 in onboard credit.
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Will the First Mate (travel agent) with whom I booked my last voyage be notified that I’ve locked in this offer?Yes, your First Mate will be notified that you’ve registered for our My Next Virgin Voyage offer and will automatically be added to your new booking, so don’t hesitate to reach out when booking your next voyage or transferring it to your friends and family.
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Can I change my voyage date?Sailors may change their voyage date up until 45 days prior to the sailing, and the new voyage date can be up to 1 year from the original sailing start date.
Please keep in mind that if changing a voyage date, any bookable experiences, such as dining, Shore Things, and arrival time slots, will need to be rebooked on the new voyage date. -
What restrictions are there on Future Voyage Credits?Future Voyage Credits (FVC) are only applicable for future voyages booked and sailed within one (1) year of the original voyage date and are issued on a per Sailor basis. They cannot be transferred to other Sailors, used as onboard credit, or used to purchase Voyage Protection or Bar Tab.
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Where can I see my Future Voyage Credit?Your Future Voyage Credit balance is available to view on your account dashboard.
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Do I have to purchase the My Next Virgin Voyage offer on board or can I book it when I get home?The offer can only be purchased on board, but if you’ve missed your chance, don’t worry! Once your voyage is complete, you can purchase The Lasting Glow offer by placing a $300 deposit within 14 days from disembarkation, and you’ll get $300 in onboard credit to spend on the next one. Be sure to keep an eye on your inbox once you’re back on land.
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How often can a Circle book dining together during a voyage?We're delighted to offer the opportunity for Groups to enjoy a special dinner together. For each voyage, we can accommodate one dinner reservation for your entire group, regardless of the voyage's length. Additionally, individual dining reservations may be made on the App for up to 12 Sailors.
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Does Virgin Voyages offer travel insurance?Yes, every Sailor has the opportunity to choose Voyage Protection when booking. If you decide you want to add Voyage Protection after booking, please contact Sailor Services or your travel agent to arrange it prior to making the final payment. Please visit the Aon plan page for more information about Voyage Protection benefits.
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At what time should I arrive for my voyage?In the Virgin Voyages app, Sailors can check in prior to their voyage and select a Terminal Arrival Time. Our vessel will set sail at the time listed and will depart in a timely manner. That means on the dot.
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Do Access Key or free voyage fare bookings count towards Sailing Club program eligibility?Access Key or free voyage fare bookings (past/future) do not qualify for Sailing Club eligibility. Any voyage booked using an Access Key does not contribute to the tally of voyages that are eligible to earn perks accrual, nor will Sailing Club members receive perks on Access Key or deeply discounted voyages.
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How do I book a voyage with an Access Key?After selecting your voyage date and cabin, you will arrive at the Summary page. Before checking out, enter the Access Key below the cost breakdown and click “Validate.” The appropriate adjustment to the total price will be shown once the Access Key is validated.
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I cannot travel on my voyage. Could someone take my place?Yes, names on reservations can be changed up to 48 hours before your voyage - at no additional cost (excluding air implications). Please reach out to our Sailor Services Crew or your travel agent to arrange to have someone sail in your place.
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What qualifies as an eligible voyage for the Sailing Club?An eligible voyage is a full-fare sailing that hasn't used a discounted access key or other low-fare pricing methods (such as gifted cruises, comped casino cruises, or voyages bought with airline points). Reduced rate voyages and certain other booking types are not eligible to earn or receive perks. Please refer to the Terms and Conditions for information on combinability.
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How long will it take to see my refund for the voyage?We understand the importance of receiving your voyage fare refund, and our goal is to process these requests as quickly as possible. We expect to process refunds within 7 days from receiving your request. Please note that refunds may take up to 14 days to reflect in your account based on your banking institution.
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I am pregnant. Can I still go on my voyage?Congratulations on your new mini-Sailor! In order to set sail, you must be no more than 23 weeks pregnant by the end of the voyage. Upon embarkation at the port, you will need to provide medical documentation confirming your good health, your baby's health, your pregnancy is not considered high-risk, and that you will be no more than 23 weeks pregnant by the end of your sailing. Failure to bring this documentation will result in denial of boarding at your cost.
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What happens if I need to cancel a portion of the Scarlet Summer Season Pass voyage?We understand that plans can sometimes change. However, to maintain the integrity of this exclusive offer, it's essential that you sail on each leg of the Scarlet Summer Season Pass voyage as we won't be able to provide refunds if any of the voyages are missed or canceled.
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Can I spread a loved one's ashes during my voyage?Yes - we are deeply honored that you’re looking to memorialize the life of your beloved family member on board our ship. We cherish our Sailors and understand the importance of paying respects to those important in their lives.
Please reach out to our Sailor Services Crew with the information below. Once provided this information, we’ll work with our local officials and shipboard teams to ensure that this Celebration of Life can take place on board and will confirm with you prior to your voyage:
- Ship
- Sail Date
- Party size
You can contact Sailor Services at 954-488-2955 for US Sailors, +44 (20) 30034919 for UK or +61 (1800) 491708 for AUS. -
Can the MNVV offer be combined with other offers?Yes, MNVV can be combined with some of our other offers, programs, and promotions that are available when a Sailor is using their deposit to book a future voyage on a specific sail date and cabin category. Please note that some exclusions apply.
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Does Voyage Protection also include air?Yes, we’ve got you covered.
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What is included in my voyage?Staying hydrated is a must for well-being at sea (and we prefer our Sailors feel their best), so enjoy any essential drinks on us including water (still and sparkling, of course), non-pressed juice, soda, sachet tea and drip coffee if you need a boost. Since WiFi is as essential as water to us, count that in, too. Entertainment experiences, also included. Plus, we'll cover restaurant dining, tips and group fitness classes, too!
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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 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 dog or oxygen), please fill out this Request Form or 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 see you on board.
To get more information or request accessibility assistance on your upcoming voyage visit our Accessibility Website. -
How much deposit is required per booking?Deposits are 20% of your voyage fare (ticket price only, not taxes and fees), and they are due at the time of booking. However, if you're booking less than 120 days prior to your voyage start date, full voyage fare would be required.
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What's the earliest recommended flight departure after my voyage?We recommend booking your flight out of Miami with a departure time after 12 pm. For flights out of Barcelona and Athens, we recommend booking a flight with a departure time after 12:30 pm.
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May I transfer my voyage to my travel agent?Yes, Virgin Voyages will gladly transfer a reservation to your travel agent within 30 days from the creation date when a reservation is not paid in full.
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Where can I rent a wheelchair for my voyage?You can rent a wheelchair or scooter from the following vendors:
Scootaround
Phone: (toll-free) 888-441-7575 or 204-982-0657
Link: www.scootaround.com
Special Needs at Sea
Phone: (toll-free) 888-988-6967 or 954-585-0575
Link: www.specialneedsatsea.com -
What happens if I miss days on board due to COVID?We never want you to miss out on even one day, so we’ll also offer a prorated daily Future Voyage Credit (FVC), based on the price paid for the voyage (excluding taxes and fees), to anyone placed in isolation. For example, if you test positive for COVID on day 2 of a 4-night voyage, and need to isolate for the last 2 days — you would receive a 50% FVC based on the voyage fare paid, excluding taxes and fees.
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What type of entertainment can I expect on my voyage?Every sailing will feature a festival of choice in entertainment made up of bespoke experiences created exclusively for Virgin Voyages. From shows to parties, music and all types of happenings. On our ships, you'll never be bored, pinky promise.
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Can I use my Future Voyage Credits to book air?Yes, Sailors can use Payment FVC towards booking Air - not Discount FVC.
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Can I use my Future Voyage Credits to book hotels?Yes, Sailors can use Payment FVC towards booking Hotels - not Discount FVC.
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Why can't I see voyage dates far into the future?Virgin Voyages plans to release sailing dates about twice a year, likely in the Spring and Fall. Please check back for future dates.
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What is the recommended flight arrival time before my voyage?We recommend booking a flight into the local airport (i.e. MIA or BCN) with an arrival time no later than 10am.
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Can I check in for other people on my voyage?You may complete the Ready To Sail check in process for other Sailors booked in your cabin - not for those in another cabin.
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Can I book the Splash for Your Bash packages onboard?These packages are currently bookable pre-voyage only.
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Will I be able to use my Band on future voyages?Each Band is dedicated to a specific voyage, so you won't be able to use the same Band on a future voyage. Not to worry, we'll be sure to give you a new one.
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Am I allowed to bring my service animal on my voyage?Yes, your service dog is permitted on board. Service dogs are defined as dogs that are individually trained to do work or perform tasks for the benefit of an individual with a disability, such as guiding people who are blind, alerting people who are deaf, pulling wheelchairs, etc. The task(s) performed by the dog must be directly related to the person’s disability. Dogs whose sole function is to provide comfort or emotional support do not qualify as service animals and will not be welcomed onboard.
While in public areas, service dogs must be on a leash, harness, or other restraining device. Due to health regulations, service dogs are not permitted in pools, whirlpools, or spas. Care and supervision of the service dog is the sole responsibility of the owner. Our ships will not provide food or care for the dog but will provide designated service animal relief stations onboard that can be set up on Deck 7. Service dogs may not be left unattended in the cabin.
Virgin Voyages reserves the right to remove or exclude a service animal if it is out of control and its handler does not take effective action to control it, it is not housebroken, it poses a direct threat to the health or safety of others, or it is disruptive while on board. Damage to cabins or our ship caused by a service dog will be charged to the handler/occupant's account.
For more information on service dogs in the United States, we invite you to visit the U.S. Department of Justice Service Animal FAQs. -
How can I share feedback from my recent voyage with you?We love hearing back from our Sailors! Drop us a line, and tell us about your experience.
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How do I track my wallet/folio balance?During the voyage, Sailors can view their folio and all purchases within the Virgin Voyages App. On the last day of the voyage Sailors will then receive a finalized folio via email and can also view it in the app after disembarking.
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Can I bring a drone to use at a port of call?No. While we understand that you may legally be able to fly a drone at certain ports along your voyage, we do not allow drones aboard our Lady Ships. They will be confiscated pre-voyage and returned upon arrival at our home port.