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.

Update on Conditional Credits

Virgin Australia is in the final stages of the voluntary administration process and intends to move forward with a preferred new owner, Bain Capital.  

Ongoing use of Conditional Credits

If you have been issued with a Conditional Credit, you can continue to use this credit for travel up to 21 October 2020. Please call the our Guest Contact Centre on 13 67 89 to make your booking. 

New Future Flight credits 

From 22 October 2020,  Virgin Australia will provide customers with a new Future Flight credit to the value of travel credit balances for bookings made prior to the commencement of the voluntary administration period, including customers with unused Conditional Credits. Future Flight credits will be available for booking flights up to 31 July 2022 with travel valid until 30 June 2023.  

You will be able to use your Future Flight credit for bookings on Virgin Australia operated flights and any future services we operate as travel market recovers and restrictions ease. Bookings using your credit will be subject to seat availability within the fare class reserved for Future Flight credits on your selected flight and will be subject to its own terms and conditions.

More detail on how Future Flight credits can be used will be provided to customers shortly.

System Maintenance

From 13 October 2020 to 21 October 2020, we will be making some changes to our system to make it easier for you to use your new Future Flight Credit. During this time, you will not be able to use your Conditional Credit or Travel Bank to make a booking.  If you need to make a booking using your Conditional Credit for travel on or prior to 21 October 2020, we strongly encourage you to contact our Guest Contact Centre to book prior to 13 October 2020.


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 31 January 2021, 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 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 Conditional 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 Conditional Credit, view our Conditional Credit Policy

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 and Conditional Credit Request form prior to your scheduled departure date. Once you do this, your Conditional 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. Not applicable to bookings made with a Conditional Credit. 

 

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 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 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.

 

Information regarding refunds

Due to certain Virgin Australia Group companies entering voluntary administration, we are unable to offer travel credits or refunds at this time for bookings on or before 20 April 2020. However, you are eligible for a conditional credit to the full value of your booking (including fees and taxes, excluding debit and credit card fees).

View more information about Conditional Credits

 

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.

 

An update on Velocity Frequent Flyer redemptions

Virgin Australia domestic Reward Seat and Any Seat bookings have re-opened for travel from 20 July 2020 to some of our most popular Australian destinations. Points redemption on hotels is also now available for travel from 20 July 2020 onwards.

Redemption on Europcar will be available to Velocity members by 31 July 2020. 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. 

From 22 October 2020,  Virgin Australia will provide customers with a new Future Flight credit to the value of travel credit balances for bookings made prior to the commencement of the voluntary administration period, including customers with unused Conditional Credits. Future Flight credits will be available for booking flights up to 31 July 2022 with travel valid until 30 June 2023. 

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.