Changing and Cancelling | Coronavirus Customer Hub
COVID-19 (Coronavirus)
Customer Hub
Travel credits
We’re pleased to advise that travel credits are available for use to book specific Virgin Australia products and services.
It's important that you understand the type of credit available to you - including how to use your credit and any restrictions that may apply. To learn more about your travel credit type or how to use a Virgin Australia Travel Bank, select from the options below.
Changing and cancelling
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.
Velocity Reward and Any Seat bookings have different flexibility and route options. For more information visit the Velocity website.
If you booked on or before 20 April 2020 and your travel is before 31 January 2021, we’ll waive any applicable change fees if you want to change your booking.
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Domestic and International Short Haul travel Excluding to/from Tonga |
International Long Haul travel and travel to/from Tonga
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Changes |
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Change dates |
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Guests are not permitted to make changes to these bookings. If you hold a booking for International Long Haul travel (including travel to/from Tonga) please contact our Guest Contact Centre or your Travel Agent for further information.
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Change destinations |
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Number of changes without a change fee |
Unlimited |
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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 Future Flight 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 Future Flight credit, please visit the Future Flight credit page. |
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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 Request form prior to your scheduled departure date. Once you do this, your Future Flight credit will be applied automatically. |
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1 Fare difference is payable if you choose a different fare class or cabin, and different origin or destination.
2 Subject to availability.
If you are booked for travel on or after 1 February 2020, we are unable to offer a refund or credit for flexible fares, however you are eligible for a Future Flight 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 Future Flight 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 Future Flight 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.
Change of destination
To change the destination of your booking, please call our Guest Contact Centre on 13 67 89.
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 January 20211 |
Bookings can be changed to any date up to 12 months in advance2 |
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Cancellations, Credits and Refunds |
As per fare rules. Domestic bookings: where your journey has been impacted by Government border restrictions (such as mandatory quarantine or self-isolation, or where entry is no longer permitted) we will credit your booking to Travel Bank and waive the cancellation fee. if you have been impacted by border restrictions, please contact our Guest Contact Centre on 13 67 89 to cancel your booking. |
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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.