UK Ticket Contract

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Expand the sections below to review our Ticket Contract in detail. Click Section 3 here for more details. This revision reflects loosening of policies intended to manage the COVID-19 public health threat and modifies our Age Policy; these changes are reflected in various sections throughout.

The UK Ticket Contract


These Conditions of Carriage together with our General Information available at and the Guest Conduct, Safety, & Security Policies below form the basis of your contract with us, which is a contract of carriage, and is effective upon a booking a cruise or voyage onboard on of our ships (“Cruise”). The parties to the contract are yourself and Virgin Cruises Intermediate Limited (“Virgin Voyages”), who shall accept legal responsibility for the proper performance of this contract as set out below. In these Terms and Conditions, ‘you’ and ‘your’ means all persons named on a booking;  and ‘we’, ‘us’, ‘ourselves’ and ‘Virgin Voyages’ means Virgin Cruises Intermediate Limited.  Virgin Voyages is a Bermuda limited company registered to do business in Florida, USA.  Your booking office is Virgin Voyages, with an address at 1000 S. Pine Island Road, Suite 600, Plantation, Florida USA 33324.  If you book a Virgin Voyages Cruise-only holiday or build your own package with us, we will have responsibility for the proper performance of all aspects of your holiday.  If you book a Virgin Voyages Cruise-only holiday in conjunction with other services (such as flights, on-shore accommodation and/or ground transfers) which are arranged or provided by a travel agent or tour operator (“Travel Organiser”) with whom you book and not provided by us, your contract for your entire holiday including the Cruise and all other such services and arrangements will be with your Travel Organiser and not with Virgin Voyages. The Travel Organiser’s own Booking Conditions will apply to your contract (with the exception noted in section 5.13.C).  Please ensure you obtain a copy of these from your Travel Organiser before or at the time of booking. Please note: we do not have any liability to you in these circumstances. However, in the event we are found liable to you on any basis, our liability and/or obligations to you or your organiser will be no greater or different to the liability and obligations we have under these Booking Conditions to consumers who have a contract with us. In any such situation we will be fully entitled to rely on all defences, exclusions and limitations contained in the Booking Conditions set out below.

The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations. Therefore, you will benefit from all rights applying to packages. Virgin Voyages will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, Virgin Voyages has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes/they become insolvent.  More information on your key rights under the Package Travel and Linked Travel Arrangements Regulations 2018 are provided below.

If you start your holiday and experience difficulties, contact your travel agent, or if you book through us, Virgin Voyages’ Shoreside Sailor Services, which you can reach by going to our “Contact Us” page (which is the preferred means) or by phone at 0203 003 4919Our Shoreside Sailor Services phones and chat are open Monday through Friday from 0800 to 2100 local US east coast time, and Saturday and Sunday from 0900 to 1800 local US east coast time.  If you are on our Ship, you may call the onboard Emergency number.

It shall be a condition of boarding and remaining on-board any of our Ships that all Guests throughout their stay comply with our Guest Conduct, Safety, & Security Policies, provided below. These policies are designed to ensure that all Guests are able to participate in a safe and enjoyable Cruise holiday and, as such, the policies set forth standards of conduct for Guests to follow throughout their Cruise vacation, including transfers to and from Ships, inside terminals, while on-board, at ports of call, during shore excursions and at our private destinations.

As this document is intended to be posted to our website, it contains embedded links to various organizations.  Sometimes links do not work.  In that case, here is a list of the web addresses used in links within this document:







All notices to the Carrier to be sent to: 

Virgin Voyages
1000 S. Pine Island Road, Suite 600, Plantation, FL, USA 33326
Attn:  Legal Department


We will collect, use, process, and disclose your personal information in accordance with our Privacy Notice.  For the purposes of (a) Regulation EU No 2016/679 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (General Data Protection Regulation), and any amendment or reenactment of the same UK legislation implementing the General Data Protection Regulation (the “Data Protection Regulations”) for data collected prior to 31 December 2020, and (b) the Data Protection Act 2018 (DPA 2018) as amended for the United Kingdom’s exit from the European Union for data collected on or after 01 January 2021, Virgin Voyages is a data controller.  In order to process your booking, we need to collect certain personal details from you. These details will include, where applicable, the names and addresses of travel party members, payment details and special requirements; such as those relating to any disability or medical condition, which may affect the chosen holiday arrangements, and any dietary restrictions. We may also need to collect other personal details such as your nationality, citizenship, gender and passport details in addition to the details mentioned above to provide to third parties in order to fulfill your holiday and where required by law.  We need to pass on your personal details to the companies and organizations that need to know them so that your holiday can be provided (for example your hotel, the Ship, other suppliers, credit/debit card company). We may also be required, either by law or by applicable third parties (such as immigration authorities) to make such disclosures.  When you convey this data, you are conveying it to Virgin Voyages.  We are located outside the United Kingdom in the United States.  All details you give us in connection with your booking (including those relating to any disability or medical condition) will be kept confidential but may be shared with third parties who may be outside the United Kingdom if necessary in order to provide the services you request, for example, transfers through air or land ports, where required by law and as otherwise set in our Privacy Notice. You may have rights in relation to your personal information, for example, you may be entitled to ask us what details of yours are being held or processed and for what purposes. If you believe that any of your personal details, which we are processing, are inaccurate or incorrect please contact us immediately. For full details please visit our online posting of our Privacy Notice or email our Privacy Officer.


As used in the below policies, ‘you’ and ‘your’ means all persons named on a booking and ‘we’, ‘us’, ‘ourselves’ and ‘Virgin Voyages’ means Virgin Cruises Intermediate Limited.    
  1. For security reasons, our agents may search you, your cabin, your baggage, and your property with or without notice, when reasonable grounds exist to do so. 
  2. We reserve the right to confiscate any articles carried or contained in any Baggage which we, in our sole discretion, consider dangerous or pose risk or inconvenience to the safety or security of the Ship or persons on board. 
  3. We and the Ship Master each reserve the right, without liability whatsoever, to refuse you passage, disembark you, quarantine you, deny you service of alcohol, or restrain or confine you to a cabin or any other area, if your physical or mental condition, or behavior, or physical or mental condition or behavior of any person in your care, is considered in the sole opinion of the Master and/or the doctor onboard to constitute a risk to the your own health or well-being, or that of any other Guest, crew member or person, or to the safety of the Ship.  Unruly, abusive or aggressive behavior toward other Guests or crew will not be tolerated and may be grounds for disembarkation as well.  Violation of a quarantine order is a serious breach of policy and may result in follow-on consequences, to include permanent barment from future Cruises.  
  4. We may refuse to transport or may disembark you at any port if you have a felony involving moral turpitude, if you may be suffering from contagious or infectious disease, ill health, or whose presence in the opinion of the Master may be detrimental to the health, comfort or safety of any other Guest, crew member or person, or who, in the Master's opinion, might be excluded from landing at destination by immigration or other governmental authorities.
  5. If you are detained on board or elsewhere at any stage or at destination because of quarantine, port regulations, prevailing applicable law, illness or other cause, all expenses incurred in connection with such detention shall be for your account. 
  6. We have a “zero tolerance” policy toward any illegal activity or behavior by you or crew aboard. You acknowledge further it is our policy to report incidents of illegal activity or behavior to the appropriate law enforcement authorities. 
  7. Any Guest 21 or older who attempts to or purchases alcohol for any Under-21 Adult when in the internal waters or the territorial sea of any of the United States will be deemed in violation of this policy. Guest agrees that Carrier has the right to disembark any Guest who violates this policy, including the Under-21 Adult, as well as adults traveling with an Under-21 Adult who violates this policy.
  8. You are provided notice that cameras (and maybe thermographs, see section 2.7) are positioned throughout the Ship, and operate to monitor the Ship for safety and security purposes.  Our Security Team wears bodycams to record security responses.  Facial recognition software may be used in the Ship’s camera systems and thermographs.  
  9. Pets, Service Animals, Emotional Support Animals.  Except in our sole discretion, no pets or other animals are allowed on board the Ship except Service Animals. A Service Animal is a dog that is individually trained to do work or perform tasks for the benefit of an individual with a disability, including a physical, sensory, psychiatric, intellectual, or other mental disability.  We request you notify us not less than 21 days prior to the sailing date of your intention to bring a Service Animal, and you agree to accept full responsibility for any expense, damage, losses, or injuries associated with or caused by such Service Animal. Many ports of call have strict entry requirements for animals, and you must ensure your Service Animal complies with all requirements of each destination. We are not responsible for your inability to visit a port of call due to your failure to comply with any such entry requirements. Emotional support animals, by their definition, are not service animals and, therefore, are not permitted onboard.
  10. Prohibited Items.  You may not possess firearms, explosives, flammable materials, other hazardous goods, drones, weapons, pointed scissors, or non-prescription controlled substances. Such shall be surrendered to the Master at embarkation. In any circumstances and in the Master's (or delegated ship’s personnel’s) sole discretion, any item deemed inappropriate may be refused on board the Ship or confiscated, destroyed or surrendered to authorities. You shall have no claim for loss, damage or inconvenience thereby incurred.
  11. You warrant that your will not carry onto the Ship any goods or articles for purposes of trade or commerce, nor contraband, nor goods or articles which otherwise may violate the customs laws of the country from which the Ship embarks or of any other port State visited by the Ship during the course of the Cruise.  You agree to indemnify Virgin Voyages for any fines, duties, taxes, or other penalties that may be incurred as a result of any item brought on board by the Guest. You will not be liable to pay, nor entitled to receive, any general average contribution in respect of any property taken with them on the Ship.
  12. No solicitation of goods or services of any kinds is allowed. 
  13. Non-smoking Policy.  Any and all forms of smoking, including but not limited to, cigarettes, cigars, electronic cigarettes, and personal vaporizers, are strictly prohibited in cabins, including balconies, and all other areas onboard except specifically designated areas.  Any violation of this policy shall, in our sole discretion, constitute a material breach of this Contract. In such event, you forfeit all rights hereunder, including the right to remain on board. Therefore we must reserve the right to disembark you at any port, as determined by us, for violation of this policy. We shall not be liable for any refund or other compensation or damages whatsoever to you if you are disembarked pursuant to this provision, or if you must disembark because another Guest travelling with you is so disembarked. You further agree that any violation of the non-smoking policy would also cause us to incur damages, including but not limited to, loss of other Guest goodwill, revenue, cleaning, maintenance and/or other costs. You expressly acknowledge the difficulty of ascertaining the amount of such damages, and therefore agree that a reasonable estimate of the damages for any violation of the non-smoking policy is $1,000 USD. You authorize a charge in this amount, as well as repatriation expenses (including airfare) against your on-board charge account for any violation of the nonsmoking policy.
  14. If you are carried beyond your port of disembarkation for any reason without our fault you shall pay for any additional maintenance or extra transportation. In any and all cases described in this clause, you shall not be entitled to any refund of fare, credit or compensation whatsoever.  


  • Travellers will receive all essential information about the package before concluding the package travel contract.
  • There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
  • Travellers are given an emergency number or details of a contact point where they can get in touch with the Travel Organiser. If Virgin Voyages is your Travel Organiser, you may contact us through our Contact Us page (which is the preferred means) or phone us at 0203 003 4919, or call the Emergency number once onboard the Ship.
  • Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.  We allow this up to 48 hours before your departure.
  • The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.  Virgin Voyages will not add a fuel surcharge, or increase the price of a cruise-only package.  We will only increase the price, of an expanded add-on package should the third-party service providers do so, and always within the bounds of the Package Travel Regs.
  • Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
  • Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
  • Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
  • If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
  • Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.
  • The organiser has to provide assistance if the traveller is in difficulty.  Virgin Voyages does this through our shipboard emergency number, or by contacting us through our Contact Us page.
  • If the organiser or the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. Virgin Voyages  has taken out insolvency protection with ABTA. Travellers may contact ABTA, 30 Park Street, London, SE1 9EQ, if services are denied because of Virgin Voyages’ insolvency.
Version: July 20, 2022
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