Accessible Travel Services Advisor: Virgin Atlantic

Location: Hybrid with up to 3 days at our VHQ, Crawley
Hours: Full Time, 37.5 hours per week, Monday to Sunday between 08:00 - 18:00
Contract Type: Permanent
Salary: Competitive
Closing Date: Sunday 23rd, November 2025

At Virgin Atlantic Airways, we believe that everyone can take on the world, and it's our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we’re harnessing our spirit of entrepreneurship and innovation to challenge the status quo.

In a nutshell
This is a fantastic opportunity to join a dynamic, dedicated, and hardworking team passionate about providing outstanding service. The Accessible Travel Services team is responsible for arranging all aspects of travel for passengers with disability/medical needs. Minimising any on-board risks and operating in line with worldwide legislation. Ensuring that each customer receives a personalised experience whilst also meeting departmental productivity metrics.

We recognise that life isn’t one-size-fits-all, so once you’ve successfully passed probation and hit your KPIs, we offer flexibility with shift patterns. We want you to feel valued, empowered, and supported - so you can bring your best every day.

Ready to take off on this exciting journey? Let’s make it happen together!

Day to Day

• Establish a passenger's fitness to fly you will gather and assess all relevant information on any medical condition and their needs.
• Handing all medical cases with compassion and integrity.
• Be responsible for actioning all disability and medical requests for passengers and medical repatriation companies, updating the airline system (including special seating, meals, and special care), and ensuring any dangerous goods or medical devices are processed ahead of travel and communicated to Crew and Airport teams.
• Facilitate the pre-flight clearance of passengers whilst adhering to Virgin Atlantic Airways (VAA) medical clearance guidelines and procedures.
• Investigate and respond to any complaints or service improvement suggestions received from passengers, Travel Agents, VAA Crew {via flight reports} Airports etc.
• Have a collaborative approach to your daily tasks you will work closely with Medical Services, Customer Centre teams, Airports and other key partners.
• Take pride in achieving and exceeding set KPIs, using every interaction as an opportunity to deliver amazing experiences and support continuous improvement.

About you
Do you have a high level of attention to detail, approaching projects with a positive problem-solving attitude to achieve the best results for our customers? Moreover, we value candidates who can display the following:

You will:

• Have a strong working knowledge of Word and general PC literacy
• Understand the value of our customers and place their needs at the forefront of your role, showing compassion both over the phone and in all written communication.
• Articulate, clear and concise communication, both via telephone and in written format
• Have previous experience of working either in a Customer Centre or an Accessible Travel Department is desirable but not a game changer.
• Excellent organisational skills with ability to think ahead remaining calm under pressure
• Strong decision-making capability, ability to balance multiple plates and prioritise accordingly.

Do you have a keen eye for attention to detail, with a can-do attitude in finding the best outcome for our customers? If so then we would love to hear from you.

Be yourself - Our differences make us stronger
Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer, and actively encourage applications from all backgrounds. At Virgin Atlantic we believe everyone can take on the world - no matter your age, gender, ethnicity, sexual orientation, disabilities, religion or beliefs. We celebrate difference, and everything that makes our colleagues unique, by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.
To make your journey with us accessible, and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, (Recruitment@fly.virgin.com) feeling confident that we’ve got your individual considerations covered.
You'll be assessed against our values for a selection of your interview process, learn more about them here: Our Values