When someone dies with a Virgin Atlantic booking or Flying Club account, there are several things to deal with: cancelling or claiming refunds on unused flights, closing the loyalty account, transferring any accumulated miles to a beneficiary, and – if relevant – dealing with the Virgin Atlantic credit card or a Virgin Atlantic holiday booking. None of these are automatic. You will need to contact Virgin Atlantic directly, and the documents required depend on what you are trying to do.
This guide covers each process in turn, what the rules say (not just what you might hope), and the things that are easy to miss.
Quick reference:
- Virgin Atlantic customer service (UK): 0344 209 2722 (24 hours, 7 days a week)
- No dedicated bereavement line: all matters go through the main customer service number
- Unused ticket refunds: full refund, no administration fee, regardless of fare type (Article 10, Conditions of Carriage)
- Flying Club miles: transferable to a named beneficiary with death certificate and executor’s letter of indemnity (Section 2.9, Flying Club T&Cs, effective 30 October 2024)
- Virgin Points do not expire due to inactivity – this was changed in September 2020, so the old 36-month expiry rule no longer applies
- ATOL number: 2358 (covers package holidays against insolvency – not personal cancellations)
How to contact Virgin Atlantic
Virgin Atlantic does not operate a dedicated bereavement team or a separate bereavement phone line. All matters – unused flights, Flying Club account, general enquiries – go through the main customer service number.
By phone: Call 0344 209 2722. The line is available 24 hours a day, 7 days a week. When connected, select the Flying Club option if you are dealing with loyalty points, or the reservations/bookings option for unused flights. Tell the agent you are calling about a bereavement – they will guide you through the next steps, which typically involves providing documentation via a secure upload link or by email.
Calls to 0344 numbers are charged at the same rate as calls to a standard geographic number (01 or 02) and are included in most UK landline and mobile bundles.
Online: Virgin Atlantic does not have a dedicated online bereavement form. For written enquiries, use the contact form at help.virginatlantic.com, but for bereavement matters phone is the more reliable route – it is quicker, agents can flag the account immediately, and they can generate a secure upload link for your documents.
What to have ready before you call:
| Information needed | Details |
|---|---|
| Flying Club membership number | 11-digit number from the deceased’s card or online account |
| Registered email address | Used to manage the Flying Club account |
| Deceased’s full name and date of birth | Required to locate the account |
| Date of death | Required for all processes |
| Booking reference(s) | For any unused flight bookings |
| Your relationship to the deceased | Executor, next of kin, family member, solicitor |
If you do not have the Flying Club membership number, Virgin Atlantic can usually locate the account using the deceased’s name and date of birth.
Claiming refunds on unused flights
This is often the most pressing matter, and Virgin Atlantic’s position here is clear and relatively favourable.
What the rules say
Article 10 of Virgin Atlantic’s Conditions of Carriage states:
“We will refund any unused part of a Ticket in the event that a Passenger dies before completing the journey. We will not deduct an administration fee to make this refund.”
This is a contractual right, not a goodwill gesture. It applies regardless of whether the original fare was sold as refundable or non-refundable. The only condition is that the passenger has died. No administration fee is charged, which is better than the standard cancellation terms for many fare types.
How to request the refund
- Call 0344 209 2722 and explain that you are calling about a bereavement
- Provide the booking reference number(s) for the unused flight(s)
- Virgin Atlantic will ask for a copy of the death certificate – they will send a secure link for you to upload it, or advise on an alternative method
- The refund is made to the original payment method (credit card, debit card, or Flying Club account if points were used)
- Allow approximately 14 working days from the point documentation is received
Co-passengers on the same booking
If other passengers were on the same booking and still wish to travel (for example, to attend a funeral), their own tickets are not automatically cancelled. Call Virgin Atlantic to separate the booking – the deceased’s portion can be refunded while the remaining passengers’ travel continues. Virgin Atlantic can advise on the options for the specific booking.
If flights were booked through a travel agent
If the flights were booked through a travel agent, comparison site, or as part of a package holiday through another operator, the refund must be pursued through that intermediary. Virgin Atlantic cannot action refunds on tickets it does not hold directly. Contact the original booking provider and provide the death certificate.
Bereavement fares
Virgin Atlantic does not publish a specific bereavement fare – a discounted rate for people needing to travel urgently to attend a funeral or deal with a family emergency. If you need to book last-minute travel, calling the main customer services line and explaining the circumstances may result in some flexibility on fare changes, but this is at the agent’s discretion and is not a guaranteed policy. Using Flying Club points for an emergency reward booking can sometimes be a more cost-effective route than a last-minute flexible fare.
Flying Club miles: what happens when a member dies
Flying Club miles – now called Virgin Points – are one of the key questions for families, and Virgin Atlantic’s policy here is more explicit than many airlines.
The official policy
Section 2.9 of the Flying Club Terms and Conditions (effective from 30 October 2024) sets out the position on death directly. Virgin Atlantic may transfer a deceased member’s Virgin Points to a named beneficiary’s Flying Club account, at Virgin Atlantic’s discretion, provided that:
- A copy of the death certificate is provided
- A signed letter of indemnity from the estate’s executor is provided, confirming the beneficiary’s entitlement to the points
- Virgin Atlantic may also request a copy of the will for confirmation or clarification
- The transfer is not disputed
The transfer is described as being at “sole discretion” – so Virgin Atlantic is not legally obliged to approve it – but the existence of a formal documented process (as opposed to simply forfeiting the miles) means this is a genuine route with a reasonable chance of success when the documentation is in order.
This is meaningfully different from British Airways, which officially forfeits Avios at death (though often transfers them in practice as a goodwill gesture). Virgin Atlantic formally recognises the transfer in its terms.
Do the miles expire while you gather documents?
No – Virgin Points no longer expire due to inactivity. This policy changed in September 2020. Previously, Flying Club miles expired after 36 months without account activity; that rule was permanently removed. So even if the deceased had not used their account for several years, the miles will still be there when you come to deal with the account.
The only scenario in which points would be lost without a transfer is if the account is terminated before a transfer is arranged. Notifying Virgin Atlantic early and flagging the bereavement keeps the account in a pending state while documentation is gathered.
What the executor needs to provide
The executor of the estate (the person named in the will as responsible for administering it, or appointed by the court if there is no will) must write a signed letter confirming:
- That they are the executor of the deceased’s estate
- That the named beneficiary is entitled to receive the deceased’s Virgin Points
- The beneficiary’s name and Flying Club membership number (so the points can be credited to an active account)
The letter does not need to come from a solicitor, though a solicitor’s letter carries more weight if there is any complication. The beneficiary must have their own active Flying Club account.
If the deceased had no will
If there is no will, the estate is distributed under the rules of intestacy. The person entitled to administer the estate applies for Letters of Administration rather than a Grant of Probate. Once Letters of Administration are granted, the administrator has the same authority as an executor and can write the required letter of indemnity. The process with Virgin Atlantic is the same – it just takes longer because Letters of Administration cannot be granted until the application is submitted and processed. See our guide on Letters of Administration for the full process.
If the transfer is disputed
If there is a dispute about who should receive the miles – for example, more than one person believes they are entitled, or the estate is contested – Virgin Atlantic will not proceed with the transfer until the matter is resolved. In that situation, take legal advice on the estate first, then return to Virgin Atlantic once the position is settled.
Transfer timeline
Once all required documentation has been received, the transfer typically takes 3–4 weeks to complete.
Virgin Atlantic Holidays and ATOL protection
Virgin Atlantic Holidays sells flight-inclusive package holidays under ATOL licence number 2358, issued by the Civil Aviation Authority. This is an important protection, but it is frequently misunderstood in bereavement situations.
ATOL protects you if the travel company becomes insolvent. If Virgin Atlantic Holidays were to collapse, ATOL would refund money you had paid and, if you were already abroad, arrange repatriation.
ATOL does not protect against personal cancellations. If you cancel a Virgin Atlantic Holidays package for any reason – including a bereavement – ATOL does not apply. The cancellation charges in your booking terms and conditions take effect instead, and travel insurance is the intended route to recovering the cost.
If the deceased had a Virgin Atlantic Holidays package booked and you need to cancel, call 0344 472 9646 (the Virgin Atlantic Holidays sales line, Monday–Friday 9am–7pm, Saturday 9am–7pm, Sunday 10am–6pm). Explain the situation and ask what documentation is required. Virgin Atlantic Holidays will apply its standard cancellation terms unless travel insurance covers the difference.
If the deceased had travel insurance that covers cancellation due to bereavement, that policy is the most direct route to a full refund. Contact the insurer after cancelling with Virgin Atlantic Holidays, as insurers expect you to attempt recovery from the travel provider first before submitting a claim.
Travel insurance
If the deceased or anyone on the booking had travel insurance, this is worth pursuing alongside the Virgin Atlantic refund process.
If the deceased had Virgin Atlantic travel insurance
Virgin Atlantic holidays can include travel insurance through their booking process. If the deceased had a Virgin Atlantic Holidays package with insurance included, check the policy documentation (in the booking confirmation email or in the myBooking portal). The claims process will be with the underlying insurer – contact details should be on the policy schedule.
If the deceased had third-party travel insurance
Check the deceased’s emails, bank statements, and any packaged bank account documentation. Many premium bank accounts include travel insurance as a standard benefit; the deceased may have been covered without realising it. If you find a policy, contact that insurer directly – you will need the death certificate and the original booking confirmation.
What travel insurance typically covers
Most standard travel insurance policies include cancellation cover for the death of the policyholder or a close family member. “Close family member” is usually defined in the policy as spouse or partner, parent, child, sibling, grandparent, or in-law – but the exact definition varies. Always read the policy document carefully.
Claims require: the death certificate, the original booking confirmation, and a letter from Virgin Atlantic confirming the cancellation and any refund or charges applied. The insurer pays the irrecoverable amount (minus any excess).
Virgin Atlantic credit card (Virgin Money)
Virgin Atlantic co-brands a credit card issued by Virgin Money, which earns Flying Club miles on purchases. If the deceased held a Virgin Atlantic credit card, this is a separate matter from the Flying Club account and must be handled through Virgin Money directly.
How to notify Virgin Money
Contact Virgin Money’s bereavement team:
- Phone: 0800 0121 590 (Monday–Friday 8am–6pm, Saturday 8am–3pm, Sunday 10am–1pm)
- Online: Upload documents at upload.virginmoney.com/bereavement (maximum 25MB, up to 10 documents)
- Post: Send the death certificate to Virgin Money Credit Cards, PO Box 5293, Worthing, BN11 9TL
What Virgin Money will do
On notification of a death, Virgin Money will cancel the credit card, stop interest and fees accruing on the account, and document the details of the executor or personal representative. They will advise on next steps for any outstanding balance.
For most estates, a grant of probate is not required for credit card balances alone – Virgin Money will release account information and discuss the balance with an executor or next of kin presenting a death certificate and confirming their identity.
Virgin Money is a member of the Death Notification Service, which means you can notify multiple lenders in a single submission at deathnotificationservice.co.uk. This can save significant time if the deceased held accounts with several financial institutions.
Outstanding balance
If there is an outstanding balance on the credit card at the time of death, it forms a debt of the estate. The executor must account for it when distributing the estate. The balance must be settled before the residue of the estate is distributed to beneficiaries. If the estate does not have sufficient assets to cover the debt, Virgin Money’s recourse is limited to the estate – surviving family members are not personally liable for the deceased’s credit card debt unless they were a joint account holder.
What happens to the accounts
| Account | What to do |
|---|---|
| Flying Club (Virgin Points) | Call 0344 209 2722 to notify; request points transfer to beneficiary |
| Virgin Red membership | Contact Virgin Red separately – different team from Flying Club |
| Virgin Atlantic flight bookings | Call 0344 209 2722 to cancel and claim refund under Conditions of Carriage |
| Virgin Atlantic Holidays package | Call 0344 472 9646; check travel insurance for cancellation cover |
| Virgin Money credit card | Call 0800 0121 590 or use Death Notification Service |
Virgin Red – if the deceased was a member of Virgin Red (Virgin Group’s cross-brand rewards programme covering Virgin Atlantic, Virgin Media, Virgin Money, and others), this is a separate account from Flying Club. Virgin Red points can also be transferred to a beneficiary on death, subject to a letter and supporting documents from the executor and a copy of the death certificate. Contact Virgin Red member support separately from the Virgin Atlantic Flying Club contact, as they are different teams.
Documents you will need
| Purpose | Documents required |
|---|---|
| Cancelling unused flight or claiming refund | Death certificate + booking reference |
| Closing Flying Club account | Death certificate |
| Transferring Flying Club miles to beneficiary | Death certificate + executor’s signed letter of indemnity + copy of will (if requested) |
| Notifying Virgin Money credit card | Death certificate + executor’s ID |
A death certificate is issued by the register office after the death is formally registered. If the death is subject to a coroner’s investigation, an interim death certificate is normally acceptable while the full certificate is awaited.
Certified copies of the death certificate cost £12.50 each in England and Wales, ordered from the General Register Office at gov.uk/order-copy-birth-death-marriage-certificate. Order several copies when registering the death – airlines, banks, and other institutions each want their own.
How long it takes
The overall timeline depends on how quickly documentation can be gathered and how complex the estate is.
- Initial notification: Can be made by phone on the day, or shortly after, the death is registered
- Unused ticket refunds: Around 14 working days after documentation is received by Virgin Atlantic
- Flying Club miles transfer: Around 3–4 weeks after all required documentation is received
- Virgin Money credit card: Virgin Money aims to begin account closure within 5–10 working days of receiving documentation
- Full account closure: Follows the miles transfer or confirmed forfeiture; personal data removed from mailing lists
Tips and things to watch out for
Unused ticket refunds are a contractual right, not a favour. Article 10 of Virgin Atlantic’s Conditions of Carriage gives an unambiguous right to a refund on unused tickets when a passenger dies, with no administration fee. Even if the fare was sold as non-refundable, this provision applies. If an agent attempts to apply standard cancellation charges, refer them to Article 10 and escalate to a supervisor.
Start with one phone call. The number 0344 209 2722 handles all Virgin Atlantic matters – Flying Club, unused flights, and general account closure. Call once, flag the bereavement, and let the agent direct you to the relevant processes. Follow up afterwards with an email or written note summarising what you were told and the reference number for the call.
Flying Club and Virgin Red are separate accounts. If the deceased was a member of both, deal with them independently. Closing one does not close the other, and the teams are different.
The executor’s letter carries the miles transfer. The signed letter of indemnity from the executor is the core document for requesting the Flying Club points transfer. Write it clearly: state your authority as executor, confirm the named beneficiary, include the beneficiary’s Flying Club membership number, and confirm the transfer is not disputed. A solicitor is not required, but the letter should be clear and signed.
Virgin Money credit card debt is an estate liability. Surviving relatives who were not joint account holders are not personally responsible for any outstanding balance on the deceased’s Virgin Money credit card. The debt is settled from the estate’s assets before the remainder is distributed to beneficiaries.
Check for travel insurance before deciding the cost is unrecoverable. Packaged bank accounts, standalone travel insurance policies, and employer group policies all commonly include cancellation cover. Check the deceased’s emails and bank statements for premium payments before concluding there is no cover.
ATOL does not help with personal cancellations. If the deceased had a Virgin Atlantic Holidays package, ATOL protection covers insolvency of the travel company – not personal cancellations for any reason including bereavement. Travel insurance is the relevant protection for personal cancellation.
Keep records of all expenses. Estate administration takes time. Keep copies of all correspondence, call reference numbers, and costs incurred (postage, certified copy death certificates). Reasonable estate administration expenses are claimable against the estate before distribution.
Summary
When someone dies with a Virgin Atlantic account, the key actions are:
- Call 0344 209 2722 to notify Virgin Atlantic and begin the process for unused flights and the Flying Club account
- Request the refund on unused tickets immediately – it is a contractual right under Article 10 of the Conditions of Carriage, regardless of fare type
- Gather the executor’s documentation for the Flying Club miles transfer: death certificate, signed letter of indemnity, and the beneficiary’s Flying Club membership number
- Deal with Virgin Money separately if the deceased held a Virgin Atlantic credit card – call 0800 0121 590 or use the Death Notification Service
- Check for travel insurance if a package holiday needs to be cancelled – ATOL does not cover personal cancellations
- Deal with Virgin Red separately from Flying Club if the deceased was a member of both
For related guidance, see our guide to cancelling a British Airways flight when someone dies, our guide to cancelling a Ryanair booking when someone dies, our guide to cancelling a TUI holiday when someone dies, and our overview of what to do when someone dies.