Level Upgrade Terms & Conditions

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Effective Date: September 15, 2021

Expand the sections below to review our Level Upgrade terms and conditions in detail.

Terms and Conditions for Level Upgrade

The following terms and conditions detail the “Level Upgrade” program.  This program allows a passenger (referred to herein as “passenger,” “you,” or “Offeror”) booked on one of our voyages to submit an Offer to upgrade from the cabin or suite (collectively “cabin(s)”) category originally booked to a higher cabin category as set by our Cabin Hierarchy Table below. 

Passengers who have booked a voyage with Virgin Voyages (“Carrier,” “we,” or “our”) via our  website, our Sailor Services department, registered travel agents (i.e., “First Mates” in our brand parlance) or a third party, are eligible.  A valid email address is required.  For security reasons, the email address provided may not be subsequently changed or otherwise modified.  Eligibility is limited.   Passengers may receive an email invitation to make an Offer to upgrade or may check eligibility on our website by entering their last name and booking ID.  Passengers may receive more than one invitation to make an Offer to upgrade to more than one cabin category.  Offers are only eligible on voyages selected by Carrier in its sole and absolute discretion. Carrier reserves the right, in its sole discretion, to decide a passenger’s eligibility to submit an Offer, whether to extend an invitation to make an Offer, review an Offer, accept or reject an Offer, or process an Offer, and makes no representation that any passenger will be provided an upgrade, regardless of whether or not cabins are available in the cabin category for which an Offer is made. 

An Offer refers to the total incremental amount, per cabin, that an eligible passenger is willing to pay for the opportunity to upgrade from the cabin class that was originally purchased for travel with Carrier to the higher cabin class associated with the Offer.  If there are two or more passengers on a booking, one passenger must submit an Offer to upgrade all passengers on the booking.  The Offer amount shall be applied on a per cabin basis.  A cabin may have multiple open Offers to upgrade to different cabin categories.  For example, a passenger may make Offers, and have pending Offers, to upgrade to a Seriously Suite and a Posh Suite at the same time.  Only one amount for the entire reservation will be charged.  The total Offer amount to be paid by the Offeror will be disclosed prior to submitting an Offer.  An Offer that complies with these Terms and Conditions will be a valid Offer from the time of its submission, until the time the Offeror is notified whether his or her Offer is successful or unsuccessful (the “Bidding Window”), or a Sailor modifies or cancels their offer.  If you submit an Offer, you will receive a confirmation email that your Offer has been submitted.  Once your Offer is accepted, the upgrade amount paid is final and non-refundable.  The passenger that submits the Offer will be deemed to have the authority to act on behalf of and to bind all other persons in their cabin to these Terms and Conditions.  Each Offer is considered on an individual Offer basis, meaning that the Carrier may not invite or accept Offers of bookings in separate cabins traveling together. If bookings that are traveling together are upgraded, Carrier does not guarantee that the upgraded cabins will be close together.  The amount of an Offer is separate from and additional to the amount paid for the original ticket purchased. Offers can only be paid for by most credit and debit cards.  Future Voyage Credits may not be used to pay for an Offer.  If the original booking has Voyage Protection purchased through the Carrier, if the bid is accepted the Sailor is responsible for paying the incremental (increased) Voyage Protection amount resulting from the upgraded Voyage Fare cost. A one-dollar ($1) authorization hold will occur upon making an Offer and this authorization hold amount will be removed from the account when an Offer is selected as being either successful or unsuccessful. 

Carrier may accept an Offer any time during the Bidding Window.   You will receive an email if your Offer is accepted.  Payment will only be charged or deducted if an Offer is successfully accepted, and payment shall be charged in the full amount immediately upon acceptance of the Offer. If the passenger’s payment method is declined, he/she will have the opportunity to address the matter with their credit/debit card company and re-submit payment to Carrier.  If the declined payment is not addressed, the upgrade Offer will be void and the original booking and price will stand.  All notifications concerning an Offer will be communicated to the passenger via email to the email address provided by the passenger when the original Offer was submitted. Offers can be assessed by Carrier at any time during the Bidding Window up until 48 hours prior to the scheduled departure date of the voyage to which the Offer relates.  We will not disclose the price paid by the successful bidder nor will we enter into any discussions regarding the successful bid unless we implement dynamic or real-time bidding in the future, in which case the current highest bid will be displayed.  Passengers who make an Offer will be notified no later than 48 hours prior to the scheduled voyage sail date of the outcome of their Offer via email to the email address provided by the passenger when the original Offer was submitted.  Should a passenger or their Agent (i.e., “First Mates”) not hear back on their Offer, they may call our Sailor Services:

  • Direct US (passenger): 954-488-2955
  • Direct UK (passenger): +44-20-300-34919
  • Direct AUS (passenger): +61 (1800) 491708
  • US Travel Agents (i.e., “First Mates”): 1-800-430-5308
  • UK Travel Agents (i.e., “First Mates”): +44-800-368-8912
  • AUS Travel Agents  (i.e., “First Mates”): +61 (1800) 314569

One may also contact us through our Contact Us page. In the event we accept an Offer, we will change the original cabin category to the one reflecting the upgrade for all passengers included in the original voyage booking.  A successful upgrade from a cabin to a suite will entitle the Offeror to all amenities a suite holder enjoys on board the vessel. 
The charge on the credit card (or debit from a debit card) may appear in the name of “Plusgrade."  A charge or debit may not be challenged or disputed on the basis that the name appearing on the credit card or debit card statement is not Virgin Voyages.   


A passenger may subsequently cancel or modify an Offer in accordance with these Terms and Conditions.  You will receive an email confirming the modification or cancellation of your Offer.  Passengers are only permitted to modify or cancel an Offer up to 72 hours prior to the scheduled departure date of the voyage to which the Offer relates, provided that such passenger’s Offer has not already been accepted by Carrier and provided such passenger’s credit or debit card has not been charged.  Should a passenger cancel an Offer within the Bidding Window or cancel/reschedule a voyage to which an Offer relates, the Offer will no longer be a valid Offer and Carrier shall not be obligated to consider or assess such Offer.  If an Offer is accepted before it is cancelled or modified, the passenger who submitted the Offer is obligated to complete payment for the price stated in the original Offer.   No refund will be given unless certain conditions are met; see Sections 5 and 6 below.  If a passenger changes his or her voyage after being notified of an accepted Offer, Carrier has no obligation to accommodate the passenger(s) in the upgraded cabin class on the new voyage, and passenger will not be entitled to a refund of the amount of the Offer.

Carrier may need to modify a booking due to reasons beyond its control. If a voyage for which an Offer is selected as being successful is cancelled, Carrier may offer re-accommodation on a future voyage in the upgraded cabin category.  Conversely, Carrier may re-accommodate the upgraded passenger onto another voyage in the original cabin class booked; if this occurs, the amount offered shall be refunded.  In the remote chance we accept your Offer and at the same moment we coincidentally sell your upgraded cabin, we’ll give you an even better upgrade at no additional cost.

No refunds, credits or exchanges will be issued once an Offer has been accepted by Carrier, unless the voyage to which the upgrade applies is cancelled by Carrier and the upgraded category of cabin is unavailable on the rescheduled voyage.  If a refund is approved, the refund amount will be refunded in the same form of payment and the same currency that was used to pay for the upgrade.  Such refunds would be limited to the amount charged for the upgrade and not include the cost of the original booking.  No bank related charges will be refunded.  No refund will be issued in the case of a change in voyage by the passenger.  

Passengers who selected  add-ons for their original voyage cabin (for example, ground transfer, Bar Tab) and are subsequently awarded an upgrade pursuant to an accepted Offer that includes the add-on, those add-ons are subject to each add-ons' individual refund policies.

By submitting an Offer, Guest agrees to the terms and conditions of this Program. Offer to participate in the Program is non-transferable and applies to the passenger and all other passengers bound to these Terms & Conditions by the passenger who placed an Offer, and booking identified in the email invitation. Any promotions associated with the original booking will remain in effect. The Upgrade will not be eligible to receive any additional promotions that were or are applicable to the cabin had it been originally booked at that stateroom category. The terms and conditions of your original cruise booking will remain in effect following the acceptance of an Offer or if an Offer is not accepted. This includes terms and conditions pertaining to cancellation, penalties, and changes. If you get an upgrade, Carrier cannot guarantee a specific cabin number assignment within the upgraded category. Your cabin number will depend on space availability.  Carrier reserves the right to modify and otherwise change these Terms and Conditions at its absolute discretion from time to time and without notice; this includes the right to cancel at any time and correct any errors, inaccuracies, or omissions. These terms and conditions shall apply in conjunction with Carrier's Ticket Contract, Website Terms and Conditions, First Mates Travel Partner Terms and Conditions, First Mates Tour Operator Sales and Marketing Terms and Conditions,and Privacy Notice, all of which are hereby incorporated into and form a part of these terms and conditions. In case of any conflict between these terms and conditions and the Ticket Contract, the Ticket Contract will prevail.  These terms and conditions are governed by the laws of the State of Florida, U.S.A., and are subject to exclusive jurisdiction of the courts of Miami-Dade County, Florida, U.S.A.



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