Changing and Cancelling | Coronavirus Customer Hub
COVID-19 (Coronavirus)
Customer Hub
We understand if you can no longer travel and you need to make changes to your existing booking. Your options will depend on when you booked and when your travel is.
Important Information for Bookings made on or before 20 April 2020
Because Virgin Australia is in voluntary administration, your ability to receive a normal travel credit or a refund has been impacted. However, the administrators have arranged for a Conditional Credit to be provided to guests whose bookings have been cancelled and who have not received a credit or a refund. The Conditional Credit is available for use on domestic flights operated by Virgin Australia or Virgin Australia Regional Airlines during the period of administration.
To review your options, please select the option below that reflects the original date of your booking (the first time you booked with us).
If you booked on or before 20 April 2020 and your travel is before 31 October 2020, we’ll waive any applicable change fees if you want to change your booking, or cancellation fees if you decide to use your conditional credit.
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Domestic travel |
International travel excluding US and Japan |
International travel to and from the US and Japan |
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Changes |
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Change dates |
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Change destinations |
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Number of changes without a change fee |
Unlimited |
Unlimited |
1 |
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Any fare difference payable |
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Travel Dates |
Bookings can be changed to any date up to 12 months in advance2
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Cancellations |
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If you have already cancelled your flight or your flight has been cancelled by Virgin Australia |
If you have already cancelled your flight or your flight has been cancelled by Virgin Australia and you have not been reaccommodated onto a future flight, your Conditional Credit has been applied automatically, and there is no action for you to take. For more information, including on how and when you can use your Conditional Credit, view our Conditional Credit Policy. |
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If you have an upcoming booking and wish to cancel |
If you have an upcoming booking and wish to cancel, you must complete our Travel Cancellation and Conditional Credit Request form prior to your scheduled departure date. Once you do this, your Conditional Credit will be applied automatically. |
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1, 2
1 Fare difference is payable if you choose a different fare class or cabin, and different origin or destination.
2 Subject to availability. Not applicable to bookings made with a Conditional Credit.
If you are booked for travel on or after 1 November 2020, we are unable to offer a refund or credit for flexible fares, however you are eligible for a Conditional Credit in place of this. Please note any change or cancellation fees will still apply. You can find out what type of fare you have booked by checking your Virgin Australia itinerary.
How to change or cancel your booking
If you don’t intend to fly, it’s important you cancel your booking or request a change to your booking (if your fare rules permit) before your scheduled departure date as normal fare rules will apply to any changes or cancellations made after that date.
If you booked through a travel agent or another web site like Webjet, you’ll need to contact them direct to cancel or make any changes.
If you booked with us directly, here’s how you make a change to your booking:
Cancel
If your flight has been cancelled by Virgin Australia and you have not been reaccommodated onto a future flight, your Conditional Credit has been applied automatically, and there is no action for you to take.
If you have an upcoming booking and wish to cancel, you must complete our cancellation webform prior to your scheduled departure date. Once you do this, your Conditional Credit will be applied automatically.
Change of date
If you want to change your original booking and this booking has not been cancelled, you can rebook your new flight dates by logging in to Manage Your Booking.
If you have made a booking using a Conditional Credit, you must call our Guest Contact Centre on 13 67 89 to make further changes.
Change of destination
To change the destination of your booking, please call our Guest Contact Centre on 13 67 89.
Information regarding refunds
Due to certain Virgin Australia Group companies entering voluntary administration, we are unable to offer travel credits or refunds at this time for bookings on or before 20 April 2020. However, you are eligible for a conditional credit to the full value of your booking (including fees and taxes, excluding debit and credit card fees).
We’re waiving any applicable change fees if you want to change eligible bookings, in accordance with the table below.
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Domestic travel |
International travel |
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Change destinations |
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Number of changes without fee |
Unlimited |
2 |
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For travel between now and |
31 October 20201 |
1 March 20211 |
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Cancellations, Credits and Refunds |
As per fare rules |
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1 Subject to availability.
How to change or cancel your booking
If you don’t intend to fly, it’s important you take action before your scheduled departure date as normal fare rules will apply to any changes or cancellations made after that date.
If you booked through a travel agent or another web site like Webjet, you’ll need to contact them directly to cancel or make any changes.
If you booked with us directly, here’s how you make a change to your booking:
Cancel
Change of date
You can rebook your new flight dates by logging in to Manage Your Booking.
Change of destination
To change your destination, please call our Guest Contact Centre on 13 67 89.
An update on Velocity Frequent Flyer redemptions
Virgin Australia domestic Reward Seat and Any Seat bookings have re-opened for travel from 20 July 2020 to some of our most popular Australian destinations. Points redemption on hotels is also now available for travel from 20 July 2020 onwards.
Redemption on Europcar will be available to Velocity members by 31 July 2020. Other redemption opportunities aren’t available for the time being, but we’ll update you as that changes. For more information, see the Velocity website.
Got questions? We have answers.
Your original fare rules including any applicable change or cancellation fees still apply. You can change and cancel in Manage Your Booking if you booked directly with Virgin Australia or with your travel agent if you booked through them. However, if you booked your flight using a Conditional Credit, you will be unable to use Manage Your Booking, and must contact the Guest Contact Centre to make any changes or cancellations.
Your options depend on when your booking was made. Due to certain Virgin Australia Group companies entering voluntary administration, if your original booking was made on or before 20 April 2020, we are unable to process a refund and instead can provide you with a Conditional Credit (link to page). If you made your flight booking after 21 April 2020, and your fare type allows refunds, you can request one through our cancellation webform.If you booked directly with Virgin Australia or with your travel agent if you booked with them. Any cancellation fees in your fare rules still apply. However, if your flight booking was made using a Conditional Credit (or you used a Conditional Credit and another form of payment) , you will be offered another Conditional Credit in the event tha tyour flight is cancelled regardless of your fare type.
If you requested a travel credit on or before 20 April 2020 but did not receive this, please note that you are eligible for a Conditional Credit, to the full value of your booking (excluding credit card fees). There is no need to do anything to request this – your existing booking is proof of your credit. This conditional credit has terms for use which can be viewed here.
When you book through a third party, they are the owner of your reservation and you’re bound by their terms and conditions and any changes need to be made directly with them.