Passenger Promise | Coronavirus Customer Hub


A little reassurance when it’s time to fly

We all know COVID-19 is causing unprecedented change and uncertainty in our world, but at Virgin Australia, our guests have always been, and will always be our first priority.

We’re taking extra steps during this time to help protect you and your booking – we call it our Passenger Promise.

We’ve implemented changes to our customer journey to help keep you safe, and have updated our policies so you can book with confidence.

Our promise to you

Flexible flying extended with no change fees on travel until 31 January 2021*.

Contactless Check-in available online or via the Virgin Australia App.

Continue to earn and redeem your Velocity Points with Virgin Australia and a range of other partners.

Conducting pre-departure COVID-19 health questionnaire.

Face masks and sanitiser provided to all guests.

High Efficiency Particular Air (HEPA) filtration. (Basically using science to clean the air)

High touch and traffic areas sanitised frequently, along with rigorous and thorough nightly cleaning.

Reduced in-flight offering to minimise contact between crew and guests.

*Fare differences may apply.