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 on or before 30 June 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, Rarotonga and Port Moresby
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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, Rarotonga and Port Moresby)) 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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| Cancellations, Credits and Refunds for travel up to 30 June 2021 |
Cancellations permitted to travel credit with no fee. Cancellations with refund to other forms of payment as per fare rules. |
Not applicable |
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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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1 Fare difference is payable if you choose a different fare class or cabin, and different origin or destination.
2 Subject to availability.
Where your flight is cancelled for any reason, you are eligible for a Future Flight credit. Please note any change and cancellation fees will apply from 1 July 2021.
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:
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 for bookings made between 21 April 2020 and 31 March 2021 (inclusive) . |
Trans-Tasman and International Short Haul travel for bookings made between 21 April 2020 and 31 March 2021 (inclusive). Excluding Tonga, Rarotonga and Port Moresby.
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Change dates |
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Change destinations |
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Number of changes without fee for travel up to 30 June 2021 |
Unlimited1 |
Unlimited1 |
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Cancellations, Credits and Refunds for travel up to 30 June 2021 |
Cancellations permitted to travel credit with no fee |
Cancellations permitted to travel credit with no fee |
Cancellations, Credits and Refunds for travel after 30 June 2021 and booked from 1 April 2021 |
As per fare rules. |
As per fare rules. |
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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, you will be issued a Standard credit in the form of a Travel Bank. For more information, including on how and when you can use your Standard credit, please visit the Standard credit page. |
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International Long Haul travel and travel to/from Tonga, Rarotonga and Port Moresby
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, Rarotonga and Port Moresby), please contact our Guest Contact Centre or your Travel Agent for further information.
1Fare difference is payable if you choose a different fare class or cabin, and different origin or destination.
2 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:
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.