Virgin Australia Holidays COVID-19 (Coronavirus) Updates

Virgin Australia Holidays COVID-19 (Coronavirus) Updates

Update on Virgin Australia Holidays

Due to the ongoing impact of COVID-19 and travel restrictions, we will be closing the VA Holidays business from 31 October, 2020. This includes Mystery Breaks, AFL Travel, Supercars Travel and Tigerair Travels packages.

 

Your Booking

If you hold an existing booking with Virgin Australia Holidays, we want to assure you that Virgin Australia and our partners will continue to honour existing Virgin Australia Holidays bookings.

The Virgin Australia Holidays Guest Contact Centre will be available to support your booking until your travel is complete. The holidays team can be contacted Monday to Friday (7am to 3pm) by email at enquiries@virginaustraliaholidays.com

 

Virgin Australia Holidays Credit Vouchers / request to cancel Future Bookings

If you made a booking on or prior to 21 April 2020 and cancel your booking, of if you hold a Virgin Australia Holidays Credit Voucher, you will have the ability to use those travel credits on Virgin Australia flights in line with Virgin Australia’s Future Flight Credit policy.

Future Flight Credits will be available for use on any Virgin Australia flight from 22 October 2020. Future Flight Credits will be for the value of any unused Virgin Australia Holidays Credit Vouchers and can be applied to any flight booking made by 30 June 2022, with all travel complete by 30 June 2023.

Virgin Australia Holidays will be in contact if you hold a Virgin Australia Holidays Credit Voucher and we will provide details about how to redeem a Future Flight Credit soon.

We appreciate your understanding. Should you have any further questions please feel free to contact us at enquiries@virginaustraliaholidays.com.

Cancel an upcoming booking

If you booked before 20 April 2020 for travel until 31 January 2021 and you no longer wish to or are unable to travel you may cancel your booking (at no fee).

Your booking will be cancelled and a credit will be issued in line with Virgin Australia's credit policy (excluding debit and credit card fees and any supplier cancellation fees). 

Cancel my Virgin Australia Holidays or AFL Travel booking

 

Further information on the closure of Virgin Australia Holidays

What happens to my booking?

If you have a current booking with VA Holidays, there is no change and we'll continue to honour your flights and other elements. You'll receive further information soon.

What if I want to make a new booking?

Unfortunately, as we have stopped operating the Virgin Australia Holidays business we can not accept any new bookings. 

How do I cancel a booking?

If your booking was made before 21 April 2020 

We can cancel the booking and issue a Conditional Credit – which can be used for a Future Flight Credit (further information to come). To cancel, please complete the Booking Cancellation form.

Unfortunately due to the Virgin Australia business entering voluntary administration, our ability to provide refunds or credits on products other than Virgin Australia flights is impacted.    

If your booking was made after 21 April 2020

In line with your booking terms and conditions a Travel Bank will need to be issued which can be redeemed on Virgin Australia flights. To cancel, please complete the Booking Cancellation form.

I've been issued a Virgin Australia Holidays Credit Voucher or Conditional Credit, is this still valid?

If you have been issued a Credit Voucher

Customers that hold a Virgin Australia Holidays Credit Vouchers will have the ability to use those travel credits on Virgin Australia flights in line with Virgin Australia’s Future Flight Credit policy.  

Future Flight Credits will be available for use on selected Virgin Australia flights from 22 October 2020.   Future Flight Credits will be for the value of any unused Virgin Australia Holidays Credit Vouchers and can be applied to any flight booking made by the 30 June 2022, for travel up to June 2023.  Virgin Australia Holidays will be in contact if you hold a Virgin Australia Holidays Credit Voucher and provide details about how to redeem a Future Flight Credit soon. 

If you have been issued a Conditional Credit

Virgin Australia have records of your Conditional Credit and will be in touch with you regarding use of that Conditional Credit by 22 October – and its ability to be used post 22 October as a Future Flight Credit.

If I don't cancel my upcoming booking, will I still receive Velocity Points?

We are pleased to advise that Velocity Points will still be earned on completion of your booking.

Frequently Asked Questions - Cancellations and Credits

Can I get a refund for a cancelled Virgin Australia Holidays package?

As Virgin Australia Airlines (the operator of Virgin Australia Holidays), Virgin Australia International Airlines, Virgin Australia Regional Airlines and Tigerair Australia (the Virgin Australia Group entities) are in voluntary administration, we are not able to issue any refunds for cancelled flights or holiday packages if your ticket was purchased before on or before 20 April 2020. 

If your Virgin Australia Holidays package was purchased on or after 21 April 2020, the normal Virgin Australia Holidays Terms and Conditions rules and policies applicable to your booking will apply.

Can I receive a credit if I can’t get a refund?

If you purchased your Virgin Australia Holidays package on or before 20 April 2020 for travel until 31 January 2021, you are eligible for a Conditional Credit, which can be used to book other flights with Virgin Australia Airlines or Virgin Australia Regional Airlines, for travel during the administration process. As the name suggests, there are specific conditions that apply to the Conditional Credit, which you can read about here

Will the Conditional Credit be for the full value I paid for my holiday package?

In the case of a holiday package, the Conditional Credit will be for the equivalent amount paid for the holiday package, less credit or debit cards fees and any cancellation fees imposed on your booking by suppliers.

How do I use my Conditional Credit?

Once your Virgin Australia Holidays booking is cancelled an email will be sent to you with your Conditional Credit reference number. When you know your dates and are ready to book, please contact our Guest Contact Centre on 13 67 89 (if calling from within Australia) or +61 7 3295 2296 (if calling from outside Australia) to book. 

You do not have to use the Conditional Credit. See below for further information about your rights if you don’t use your Conditional Credit. 

What happens if I don't use the conditional credit, or due to travel restrictions, I can’t use it?

You do not have to use the conditional credit.

If you do not use the conditional credit, your rights as an unsecured creditor are preserved and what happens with your conditional credit will depend on the outcome of the administration process. Depending on how the business is structured in the future, a new owner may honour these credits after administration.  More information about being a creditor can be found here: www.deloitte.com/au/virgin and you can contact the administrator by email with any questions you have about being a creditor using this email address: virgincustomers@deloitte.com.au.

What are the specific conditions that apply to my Conditional Credit?

Flights can be booked for domestic travel with Virgin Australia Airlines or Virgin Australia Regional Airlines during the period of administration. Flight bookings using Conditional Credits are subject to the availability of flights, and if applicable, payment of any fare differences.

The Conditional Credit is non-transferable and cannot be used in conjunction with Velocity Frequent Flyer Points or travel credits of another person.

Normal Conditions of Carriage and fare rules will apply to any fare you book using your Conditional Credit, except that the only remedy we are able to offer at this time if your flight is cancelled is another Conditional Credit. However, please note that some fare inclusions are currently varied as a result of the COVID-19 pandemic, including the onboard catering offering. Please see our website for more information.

My refund request was already requested or approved by Virgin Australia Holidays before it went into administration, but I still haven’t received my refund. What happens now?

Your rights under the Australian Consumer Law and any law applicable to your booking are not extinguished by the administration. However, Virgin Australia and Tigerair’s ability to provide a refund,  a normal travel credit or other remedy is impacted by the administration. 

The administrator has arranged for impacted customers to be provided with a conditional credit which enables customers who want to use the value of their original booking to travel on a Virgin Australia flight during the administration period. 

If you do not use the conditional credit, your right to stand as an unsecured creditor in the administration remains preserved. 

You are entitled to submit a proof of debt claim to the administrators and take a position as an unsecured creditor if you wish. However, you will be no worse off by waiting until the end of the administration period to see what the outcome could be for conditional credit holders (which may be better than those available for unsecured creditors). Please note that if your proof of debt claim is accepted by the administrator, you will not be able to use your conditional credit. 

We will keep you informed on the outcomes available to our customers. In the event you elected to retain your conditional credit but are subsequently required to submit a proof of debt claim, the administrator will advise of this requirement at that point in time. 

More information about being a creditor can be found here: www.deloitte.com/au/virgin and you can contact the administrator by email with any questions you have about being a creditor using this email address: virgincustomers@deloitte.com.au.