Our Guest Contact Centre is currently experiencing high call volumes, please only contact us if your booking request is urgent.
COVID-19 (Coronavirus) Customer Hub
We know there’s a lot of uncertainty with travel at the moment, but please know that the health and safety of our guests is our number one priority.
As a result of the coronavirus outbreak, the Australian Government has imposed a number of restrictions on international travel and community activity. You can read more about these restrictions at the Border Force website, Department of Health website and Smartraveller.
For the latest information on travel restrictions and flight cancellations, see our Travel Alerts.
Information for guests with upcoming flights
What are my options?
If you hold a ticket for travel up to 30 June 2020, you can change your booking or cancel your booking and request a travel credit without incurring a change or cancellation fee.
Change of date or destination
Guests can change their flight to a later date and/or to a different destination, without incurring a change fee.
Request a cancellation
If your departure is not within 48 hours and you no longer wish to travel you may request a Travel Credit to Travel with no cancellation fee.*
How to request a change or cancellation
Call our Guest Contact Centre on
13 67 89.
Please rest assured, if you are unable to get through to our Guest Contact Centre before your flight depart, you will still receive a travel credit and we’ll waive the change and cancellation fees for you.
We ask that you keep our call centre available for those with critical needs.
To cancel, guests can use the Travel Credit form.
To change your date, guests can Manage Your Booking
To request a change of destination, please wait until 48 hours prior to call our Guest Contact Centre.
We’ll waive the change and cancellation fees for you.
Please note, that if you no longer wish to travel, normal fare rules and fees would apply.
If you'd like to change or cancel a booking outside these dates, this can be done via Manage Your Booking.
We are continuing to monitor the COVID-19 situation and will update our policy as required.
Alternatively, if your fare type allows you to cancel your booking and receive a refund to your original form of payment, you can request a refund via “Manage Your Booking” on the Virgin Australia website or app. For information about which of our fares are refundable, please go to our Fare Types page. You can find out what type of fare you have booked by checking your Virgin Australia itinerary.
Important information for your booking
- Our call wait times are higher than normal, but please rest assured we are doing our best to assist as quick as possible.
- If you have already cancelled your travel either online or via our Guest Contact Centre, please note that there is currently a delay in the processing of travel credits. Please do not be concerned; your requests have been received, and will be processed to your Travel Bank soon.
- Please remember that any booking made via a third party or travel agent must be managed directly with them. Our Guest Contact Centre or Social Media team cannot help you with these bookings.
- Please ensure your contact details are up to date via Manage Your Booking, so we can communicate with you as efficiently as possible.
Flight cancellation information
Changes to domestic and international travel
We have announced a temporary suspension of all international services from 30 March 2020 to 14 June 2020, and a significant reduction in the capacity on our domestic network. Our priority is on bringing Australians home, and returning visitors back to their point of origin safely, and as quickly as possible. We will be providing all affected guests with a Travel Credit, which you can claim online by completing our Travel Credit request form.
If your booking is for travel up to and including 30 June 2020, you can complete the online Travel Credit request form or, if your flight is within 24 hours, please call the Guest Contact Centre.
If your fare type allows you to cancel your booking and receive a refund to your original form of payment (see Fare Types), you can request a refund via “Manage Your Booking” on the Virgin Australia website or app.
Please be aware that our Guest Contact Centre and Social Media channels cannot action refund requests.
Please submit any queries using our Feedback Form. Due to the circumstances, we are not able to guarantee a response time, so please be patient while you wait to hear from us.
Information for impacted Tigerair customers
Due to the expanded travel restrictions imposed by the federal and state governments' and territories, Tigerair have announced a temporary suspension of all services, effective immediately.
Customers who choose not to travel forward and any customers with an existing Tigerair Flight Credit will be provided with a Virgin Australia Travel Credit. We are working through the process of transferring Tigerair Flight Credits to a Virgin Australia Flight Credit and will be updating this page and the Tigerair site with further information. For now, Tigerair customers can continue to request a credit for their flights through Tigerair’s Manage My Booking.
Information for guests travelling on our partner airlines
If you have booked with Virgin Australia but are travelling with our partner airlines, you can request to change or cancel your booking using the above options.
For updates on our partner airlines, please see below.
We are closely following all advice received from Australian medical authorities, as well as the World Health Organisation, regarding precautions that are needed to minimise risks concerned with the 2019 novel coronavirus, and are continuing to provide the latest updates to our crew.
We are ensuring our crew maintain high hygiene standards in the cabin, including practicing proper hand sanitising procedures and cough etiquette. We also have masks and hand sanitiser onboard all flights. We are regularly reviewing the information provided to us from health authorities and will update procedures as needed.
If you'd like to know more about inflight safety, hygiene and cleaning, you can read our blog post here.
Many hand sanitisers contain flammable liquids as the antiseptic which means there are restrictions on the quantity permitted to be carried onboard.
A single item must not exceed 500ml with the total of all toiletry articles, including aerosols and perfumes, not exceeding 2 litres.
More information is available here.
Note: For international flights, the Powder, Liquid, Aerosol and Gel (PLAG’s) limit of no more than 100ml per item applies for carry-on baggage. More information is available here.