Virgin Voyages Help & Support for Disembarkation

We want our Sailors to be able to fully enjoy their final night with us and not feel rushed in the morning. With that, we've extended disembarkation through 10:45 am to allow the most flexibility. Please refer to your booking confirmation for an exact disembarkation time.

Disembarkation begins once the local authorities give the ship clearance. However, we do recommend for you to select a disembarkation slot as this will allow for a smooth disembarkation process.

For Port Calls: Digital signs in the gangway area will show the "all onboard" time. You can disembark at any time before then, but make sure you're back onboard by the specified time. The ship’s crew may deny disembarkation for operational reasons or if the ship is about to depart.

On Disembarkation Day: Please follow your selected disembarkation time slot. If you’re still onboard past that time, announcements will be made to guide you off the ship.

We recommend booking your departing flight with enough time to comfortably disembark and travel to the airport. Arrival times to the home port may vary by itinerary, so please allow ample time for customs, travel, and airport procedures. Be sure to check your Sailor App for the latest information on your chosen disembarkation time.

You can schedule your disembarkation time slot through the app. If you forget to schedule your time slot, no worries! We'll send you reminders to choose your preferred time when it's time to do so.

It's not mandatory to schedule a slot, but if you have specific plans, like catching a flight, we recommend choosing a disembarkation slot to ensure you can leave the ship on time. If you forget to schedule your time slot, no worries! We'll send you reminders to choose your preferred time when it's time to do so.

In partnership with Customs and Border Protection (CBP), Virgin Voyages is offering an even more efficient process for the majority of our Sailors. Sailors who embark with a passport, and those Canadians who already have biometrics in the CBP system, are expedited through disembarkation facial recognition to clear immigration quickly. This new process eliminates the need for face-to-face interactions and allows Sailors to be processed in a matter of seconds, ensuring a seamless experience.

As of May 17, 2023, Virgin Voyages has introduced facial recognition processing, removing the face-to-face method currently used, for qualifying Sailors. Sailors will now be processed much faster and on their way before they know it as this new process takes less than a second to complete. This is used by CBP at several locations in the port of Miami.

With advancements in technology, facial recognition has become the most efficient method for identification. Here's how it works: When you check-in (or pre-check-in with Ready to Sail), our Terminal Angels will take your photo while you present your passport for inspection. Upon disembarkation, using facial recognition technology, your photo is compared to the one on your passport or visa to ensure verification. This streamlined process allows for quick and accurate identification.

No, facial recognition is only available for individuals who presented their passport, visa, ARC, or similar identification during the check-in process. The system is unable to recognize those using any other forms of identification.

If you do not wish to have your photograph taken, please see a CBP officer to request manual identity verification. Certain non-U.S. citizens may be required to provide biometrics under 8 C.F.R. §235.1(f)(1)(ii). This does not apply to your actual check-in, where a picture is required.

It's possible, but not guaranteed. Since Canadian citizens don’t need a visa to enter the US, there may be alerts or system issues that require face-to-face processing. However, if Customs and Border Patrol has your information from a previous entry, you may be able to use facial recognition seamlessly.

No, the system doesn’t recognize birth certificates as these documents do not have a photo associated with them.

Yes, it is much faster than face-to-face processing.

While it's best to have your passport with you in case it's requested, you won't need to show it for facial recognition processing.

U.S. Customs and Border Protection (CBP) is taking your photograph to verify that each person presenting a travel document for entry into the U.S. is the true bearer of that document. If you do not wish to have your photograph taken, please see a CBP officer, or Crew member to request manual identity verification. Certain non-U.S. citizens may be required to provide biometrics under 8 C.F.R. §235.1(f)(1)(ii).

CBP will delete photographs of biometrically verified U.S. citizens collected through this process within 12 hours. Pursuant to 8 U.S.C. §1365b; 8 C.F.R. 235.1(f)(1)(ii) photographs for certain non-U.S. citizens are retained in secure Department of Homeland Security systems and used as a biometric confirmation of arrival into the U.S.