Changing and Cancelling | Coronavirus Customer Hub

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Changes, cancellations and credits

Travel credits

Increased call volumes

We are currently experiencing high call volumes regarding Future Flight credits.

Please note you will require your Future Flight credit account detail to make a booking. These have been provided to eligible customers via email. If you have not received any communications regarding your credit, please contact our Guest Contact Centre.

We thank you for your patience and understanding and we apologise for any inconvenience caused.

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.

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.

 

Domestic and International Short Haul travel

Excluding to/from Tonga

International Long Haul travel and travel to/from Tonga

 

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) 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 31 January 2021, otherwise a change fee will apply

Unlimited

Any fare difference payable

yes

Travel Dates

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

Cancellations

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

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. 

 

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. 

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.

 
 

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

 

Domestic travel
for bookings made between 21 April 2020 and 31 January 2021 (inclusive)

International travel
for bookings made between 21 April 2020 and 31 January 2021 (inclusive)


Change dates

yes

yes

Change destinations

yes

yes

Number of changes without fee

Unlimited

2

For travel between now and

31 January 20211

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

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.

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:

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.