Frequently Asked Questions
About My Account
How do I create an account with Virgin Vacations?
Once you have completed a reservation, you will be notified by email about your Virgin Vacations account and you will be invited to sign in. Using your email address and a system generated password, you can sign in at https://www.virgin-vacations.com/res/. You may select a different password at that time.
If I don't remember my password, how do I log in?
If you have forgotten or misplaced your password, go to https://www.virgin-vacations.com/res/, enter your email address, and select the link "Forgot Your Password" and follow the onscreen instructions.
How do I view my invoice?
To view your invoice, sign into your account with your email address and password via https://www.virgin-vacations.com/res/. Select "Active Reservations" and then your reservation number.
Note: You will not be able to access your invoice immediately upon booking. You will be notified by email when it is available for you, normally within 48 business hours of booking.
How do I make payment online?
You may complete an online payment by signing into your account with Virgin Vacations via https://www.virgin-vacations.com/res/ and selecting "Payments." Then, select "Click Here to Apply a New Payment" and follow the onscreen instructions.
What forms of payment does Virgin Vacations accept?
US Dollar check, bank check, money order, wire transfer, major credit cards or debit cards. Credit card charges will be accepted by phone or online to fulfill non-refundable deposit requirement. Final payment will be processed upon submission of a completed Virgin Vacations Credit Card Form (PDF Version | html version) or online. Third-party credit cards are not acceptable. All payments made within 30 days of departure must be in the form of a certified check, money order, or credit or debit card. Payments made by wire transfer must include an additional $25 wire transfer fee. There is a $50 fee for returned checks.
Where do I mail a check?
Checks should be made payable to: Virgin Vacations and mailed to:
455 Maryland Dr
Fort Washington, PA 19034
When is my final payment due?
Your exact final payment date is indicated on your invoice which may be viewed by signing into your account with Virgin Vacations via https://www.virgin-vacations.com/res/. In general, final payment is due 60 days prior to departure with some exceptions where payment is due earlier, such as:
- Greek Island Cruises, China River Cruises, Australia & New Zealand, Discovery Tours without Ireland, Botswana, Zimbabwe, Myanmar : 60 days prior
- Holland America Line® Cruises: 85 days prior *
- European River Cruises, Russia, Kenya & Tanzania, South Africa, Galapagos Islands, Alaska, Discovery Tours with Ireland, Botswana, Zimbabwe, Myanmar: 90 days prior
- Royal Caribbean International®, Norwegian Cruise Line® & Other Sea Cruises: 120 days prior
- Instant Purchase Airfare or Package: At time of reservation
- Special Events: Earlier payment as described on your invoice
*Except Holiday sailings (Dec 25 and/or Jan 1): 100 days prior.
How much is my final payment?
The amount of your final payment will be noted on your invoice and can be accessed by logging into your account online with Virgin Vacations at https://www.virgin-vacations.com/res/
Why can't final payment be completed over the phone?
For bookings made via our call center, the required deposit will be collected via credit card. The balance may only be paid via an online credit card transaction or check payment.
Can I send a bank check or money order?
Yes. Virgin Vacations accepts payment by US Dollar check, bank check, money order, wire transfer, or major debit or credit card. We are not able to accept third-party credit or debit cards. All payments made within 30 days of departure must be in the form of a certified check, money order, credit or debit card. Payments made by wire transfer must include an additional $25 wire transfer fee. There is a $50 fee for returned checks.
To whom should I write the check?
Check payments should include your Reservation number in the memo section and be made payable to Virgin Vacations.
Where should I mail the check?
Check payments should be mailed to Virgin Vacations, 455 Maryland Drive, Fort Washington, PA 19034
Can I pay with a debit card?
Yes. Debit cards are accepted and act in the same way as credit cards. Please note that in some cases debit card limits may not be sufficient for larger payment amounts. In addition, the cash payment discount does not apply to payments made via a debit card.
How do I know if Virgin Vacations received my payment?
You will be notified by email that your payment was received and applied to your reservation. You may also access your reservation by logging into your account online with Virgin Vacations at https://www.virgin-vacations.com/res/
Why do I see two different prices on my invoice?
There are two different amounts for balance due because Virgin Vacations offers a 5% discount if the final balance is paid by cash or check. Note the discount does not apply to payments made via a debit card.
About My Documents
When will I receive my e-Documents?
Once final payment has been received and processed, documents will be sent via email approximately 21 days prior to the beginning of your tour services.
Can I get paper documents?
Paper documents may be sent upon passenger request. There is a shipping and handling fee for each set of paper documents:
Ground Mail $20.00
Express Shipping $30.00
Paper documents will be delivered between 14-21 business days prior to the beginning of your tour services. In limited instances, a paper voucher/ticket is required by our vendor. In these instances, the costs for shipping and handling will be borne by Virgin Vacations.
How do I access and print my documents?
Your documents may be accessed by following the instructions in the notification email. These include signing into your account with Virgin Vacations using your email and password via https://www.virgin-vacations.com/res/
Do I receive anything else with my e-documents?
No. Virgin Vacations's e-document package includes (where appropriate) all local contact details, daily itinerary, airline e-ticket information, service vouchers, and travel tips and represents everything you require to complete your trip.
How do I know where to find my airline ticket?
With few exceptions, airline tickets are issued electronically. The airline confirmation number and ticket numbers stated in your documents represent your airline "ticket(s)."
About Entry Visas
If I need one, who is responsible to obtain my visa?
You are responsible for obtaining the proper travel documents for the destinations on your itinerary, including to have a passport valid for at least 6 months from the date of departure and a visa if required. Please check the information at virgin-vacations.com/visas.aspx for the specific country/region you are visiting for more details.
IMPORTANT: Passengers who are not U.S. citizens must check with the respective consulate or a visa agency to determine what personal identification is required. Passengers who enter, leave and then re-enter the same country on their itinerary should check if they require a double-entry visa. Passport applications are available at most U.S. Post Offices, as well as at regional Passport Agencies.
What is meant by the term "visa"?
A visa is a special permission granted to an individual to enter a foreign nation. Many nations require individuals to be approved for travel within their borders. This is something that is required in addition to a valid passport. Visa requirements vary based upon the country/ countries to be visited and your nationality.
How do I know if I need a visa?
For a complete list of visa requirements for US citizens and contact information for non US citizens, please visit: virgin-vacations.com/visas.aspx. Should you require a visa and prefer to use a visa service, contact details are provided at the same link.
How do I obtain a visa?
A visa may be obtained by contacting a visa service or by contacting the embassy or consulate of the nation you are visiting prior to departing your home country. Please find contact information here: virgin-vacations.com/visas.aspx
How much does a visa cost?
There will be a cost associated with utilizing a visa service and also with approaching the embassy or consulate directly to obtain a visa. These costs often change with little notice. We recommend that you contact the appropriate embassy or consulate directly for the most up to date information. Please find contact information here: virgin-vacations.com/visas.aspx
About Optional Tours
What are optional sightseeing tours?
Optional tours are offered to travelers interested in additional sightseeing, meals or activities to supplement the included components of our tours. You may choose to participate in some, all or none of the optional tours which are priced individually. Complete descriptions and prices are listed with each program on our website.
When can I add optional tours?
Optional tours are available for purchase any time up to one week before departure.
Can I purchase optional tours locally?
Yes, when traveling on an escorted tour, optional tours may be purchased locally from the Tour Manager. However, Virgin Vacations cannot guarantee the rate and availability of these services when purchased locally. Tours purchased locally are subject to current exchange rates and may cost up to 10% more.
Can I add optional tours for only select individuals on my reservation?
Yes. For assistance, please call Virgin Vacations Reservations.
About Trip Protection (Insurance)
What coverage does Trip Protection provide?
For complete details, please click here.
When can I add Trip Protection?
Trip Protection must be purchased no later than the date full payment is applied to your reservation. Once your reservation is paid in full, Trip Protection is no longer available.
When is Trip Protection active?
Trip Protection is activated immediately upon payment for this service. If you select Trip Protection with your initial reservation AND you select an instant purchase airline ticket, the Trip Protection premium will be added to your deposit and activated when your reservation is created. Otherwise, Trip Protection will be paid at the time of final payment.
Can I add Trip Protection for select individuals on my invoice?
Yes. For assistance, please call Virgin Vacations Reservations.
I need to cancel my trip and have not purchased insurance, what do I do?
Penalties vary depending on your services and how close to departure you are at the time of cancellation. For more information, visit http://www.virgin-vacations.com/terms.aspx
About My Flights
Why is it important that I give my name as it appears on my passport when booking air?
Due to increased travel security around the world, it is now more important than ever that your airline ticket match your first and last name exactly as it reads on your passport. Additionally any changes to your air booking, which include spelling, could be subject to a change fee, penalties or cancellation.
What are the Transportation Security Administrative (TSA) requirements?
The Transportation Security Administration (TSA) requires full name (as it appears on a government issued ID passenger will be traveling with), date of birth and gender for all passengers. Failure to provide the required TSA information for your air reservation can result in, delays at the airport during the check-in process and/or flights canceled prior to departure by the airline.
Can I reserve a seat assignment?
Airlines offer reserved seat selection on most flights prior to departure. Boarding pass issuance is restricted to the day of flight. Whenever airlines permit, Virgin Vacations secures seat assignments in advance based on the best available seats at the time of request.
Once confirmed, are airlines seats always guaranteed?
In most cases, seat assignments are firm. However, airlines may sometimes reassign seats for operational reasons. This often happens at the last moment, is controlled by airline staff, and Virgin Vacations is not notified. Passengers are encouraged to reconfirm their seat assignments and any other special requests directly with their airline prior to departure from the US.
Should I check-in at the gate?
If you have reserved a seat assignment, you must check-in. Reserved seats are subject to cancellation if not claimed at least 30 minutes prior to scheduled departure time (45 minutes for international flights).
Can I request a special meal on the flight?
Yes requests can be made for special meals. These requests will be sent on your behalf to the airline so long as Virgin Vacations receives request prior to documents being issued. The availability of special meals varies based upon carrier and routing and thus is at the discretion of the airline.
Can I use my frequent flier miles?
Accrued frequent flier miles cannot be used toward the purchase of Virgin Vacations's airfare or used for class upgrades, however, airfare purchased through Virgin Vacations may qualify to earn you additional miles.
Am I guaranteed to earn miles on airfares purchased through Virgin Vacations?
Passengers are responsible to contact their airline directly regarding mileage eligibility and accrual. Airline frequent flier programs determine whether to award miles in part or total based on their own rules which are updated frequently. Some discounted or promotional airfares are not eligible for mileage accrual. Virgin Vacations will record frequent flier numbers when provided by the passenger prior to travel documents being issued. However, the addition of frequent flier numbers to airline records does not guarantee mileage eligibility which is at the sole discretion of each airline.
About Airport Procedures
What is required when I check-in?
ALL ticketed passengers must show positive identification at check-in. Children must have a parent present at check-in. Tickets must be in each passenger's name.
What is required with International travel?
An international trip may require valid travel documents such as passport, visa, re-entry permit, health certificate, inoculation record, a ticket for the return journey or continuance of your trip, or ANY combination thereof. Passengers are responsible for the proper documentation. Concerns about the required travel documents may be resolved by contacting the appropriate consulate or embassy.