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. 

View more information on our Conditional Credit policy


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 September 30 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.

 

Domestic travel

International travel excluding US and Japan

International travel to and from the US and Japan

Changes

Change dates

yes

yes

yes

Change destinations

yes

yes

yes

Number of changes without a change fee
Changes must be made before 30 September 2020, otherwise a change fee will apply

Unlimited

Unlimited

1

Any fare difference payable

yes

yes

2

Travel Dates

Bookings can be changed to any date up to 12 months in advance2

 

 

Cancellations

Refund

Due to certain Virgin Australia Group companies entering voluntary administration, we are unable to offer travel credits or refunds at this time. However, you are eligible for a conditional credit to the full value of your booking (including fees and taxes).3 View more information about conditional credits.

 

1 Fare difference is payable if you choose a different fare class or cabin, and different origin or destination.
2 Subject to availability. 
3 Debit and Credit card fees are not included and will not be included in the value of your conditional credit

If you are booked for travel on or after 1 October 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 to 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. 

Cancel 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.

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.

 

If you booked on or after 21 April 2020 and your travel is before September 30 2020, we’ll waive any applicable change fees if you want to change your booking.

 

Domestic travel

International travel

Change dates

yes

yes

Change destinations

yes

yes

Number of changes without fee

Unlimited

2

For travel between now and

30 September 20201

1 March 20211

Cancellations, Credits and Refunds 

As per fare rules

1 Subject to availability. 

 

How to change or cancel to 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.

 

An update on Velocity Frequent Flyer redemptions

Virgin Australia domestic Reward Seat and Any Seat bookings have re-opened for travel from 1 September 2020 to a limited number of redemption destinations . 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.

What are my options if my travel is beyond the ‘travel to’ date?

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.

 

Can I request a refund if I want to cancel my existing booking?

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.

Why haven't I received my travel credit yet?

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

My travel agent keeps referring me back to Virgin Australia – why can’t you help?

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.