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- Tasks: Help passengers with disabilities enjoy seamless travel experiences and ensure their needs are met.
- Company: Join Virgin Atlantic, a leading travel company committed to inclusivity and outstanding service.
- Benefits: Competitive salary, flexible shifts, and a supportive work environment.
- Why this job: Make a real difference in people's travel experiences while working in a dynamic team.
- Qualifications: Strong communication skills and a passion for customer service; experience in travel is a plus.
- Other info: Embrace diversity and be part of an inclusive workplace where everyone belongs.
The predicted salary is between 28800 - 43200 £ per year.
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.
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 by gathering and assessing all relevant information on any medical condition and their needs.
- Handle 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:
- 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
Accessible Travel Services Adviser – Crawley employer: Virgin holidays
Contact Detail:
Virgin holidays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Accessible Travel Services Adviser – Crawley
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Virgin Atlantic. Understand their values and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how you can highlight your experience in customer service and problem-solving, especially in relation to accessible travel.
✨Tip Number 3
Show your passion for helping others! In your interview, share stories that demonstrate your compassion and commitment to providing outstanding service. This is key for a role that focuses on passengers with disabilities and medical needs.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Accessible Travel Services Adviser – Crawley
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for accessible travel shine through! We want to see how much you care about providing outstanding service to passengers with disabilities. Share any relevant experiences that highlight your commitment to this cause.
Be Clear and Concise: Make sure your written communication is articulate and to the point. We appreciate clarity, so avoid jargon and keep your sentences straightforward. This will help us understand your qualifications and how you can contribute to our team.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to the Accessible Travel Services Adviser role. Highlight your relevant skills and experiences that align with the job description, showing us why you’re the perfect fit.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us without any hiccups. Plus, it shows you’re serious about joining our team at Virgin Atlantic!
How to prepare for a job interview at Virgin holidays
✨Know the Company and Its Values
Before your interview, take some time to research Virgin Atlantic Airways and their commitment to accessible travel. Understanding their values and mission will help you align your answers with what they stand for, showing that you're genuinely interested in being part of their team.
✨Showcase Your Compassionate Side
As an Accessible Travel Services Adviser, empathy is key. Prepare examples from your past experiences where you've demonstrated compassion and problem-solving skills, especially when dealing with customers who have specific needs. This will highlight your suitability for the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your decision-making abilities and how you handle pressure. Think of scenarios where you had to balance multiple tasks or resolve conflicts, and be ready to discuss how you approached these situations effectively.
✨Practice Clear Communication
Since the role involves a lot of communication, practice articulating your thoughts clearly and concisely. You might want to do mock interviews with friends or family, focusing on how you convey information both verbally and in writing, as this will be crucial in your interactions with customers.