Changing and Cancelling | Coronavirus Customer Hub

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Changes, cancellations and credits

Flexible Flying

To give you greater peace of mind when booking your next flight, we’ve extended our Flexible Flying policy for travel up to 31 January 2022.

We know flexibility is more important than ever. That’s why we’re offering unlimited changes and waiving the change fee, and providing the option to cancel your booking and opt for a credit with no cancellation fee*.

Book for travel up to 31 January 2022

Unlimited changes permitted with no change fee

Cancel (to credit) with no cancellation fee

* Change or cancel to travel credit without a fee for travel up to 31 January 2022. Changes must be made prior to travel date. Fare differences may apply. Cancellations with refund to other forms of payment as per fare rules.
Change or cancel an existing bookingBook a flight

 

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 31 January 2022, we’ll waive any applicable change fees if you want to change your booking.

 

Domestic and International Short Haul travel

International Long Haul travel and travel to/from Tonga, Rarotonga and Port Moresby

Changes

Change dates

yes

no

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.

 

Change destinations

yes

Number of changes without a change fee
Changes must be made before your travel date. A change fee may apply for changes from 1 February 2022.

Unlimited1

Any fare difference payable

yes

Travel Dates

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

Cancellations

Cancellations, Credits and Refunds for travel up to 31 January 2022
Cancellations must be made before your travel date. A cancel fee may apply for cancellations from 1 February 2022.

Cancellations permitted to travel credit with no fee.

Cancellations with refund to other forms of payment as per fare rules.

Not applicable

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

 

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 payable in accordance with the fare rules applicable to your booking will apply from 1 February 2022.

 

 

We’re waiving any applicable fees if you want to change or cancel eligible bookings, in accordance with the table below.

 

Domestic, Trans-Tasman and International Short Haul travel (excluding Tonga, Rarotonga and Port Moresby)

for travel up to 31 January 2022

Change dates

yes

Change destinations

yes

Number of changes without fee
Changes must be made before your travel date. A change fee may apply for changes from 1 February 2022.

Unlimited1

Cancellations, Credits and Refunds
Cancellations must be made before your travel date. A cancel fee may apply for cancellations from 1 February 2022.

Cancellations permitted to travel credit with no fee.

Cancellations with refund to other forms of payment as per fare rules.

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

 

1 Fare difference is payable if you choose a different fare class or cabin, and different origin or destination. Subject to availability.

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.

 

 

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 you have an upcoming booking and wish to cancel, you can cancel online.

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.

Change of destination

To change the destination of your booking, please call our Guest Contact Centre on 13 67 89.