Virgin Australia Holidays COVID-19 (Coronavirus) Updates

COVID-19 (Coronavirus) Updates

COVID-19 is causing unprecedented change in our world. During this challenging time, we want you to know that our customers are always our first priority.

Domestic and international travel has been heavily impacted, and as a result we’ve had to make some temporary changes to our services in the interest of our guests, our team, and the community. We’ll do our best to keep you informed as the circumstances change, so please continue to check back here for the most up to date information.

Please note, this information is only for bookings made direct with Virgin Australia Holidays or AFL Travel before 20 April 2020, for travel until 31 January 2021. For bookings made through a third party or travel agents, please liaise directly with them. For Virgin Australia flight bookings, please view the latest information from Virgin Australia.

Update on Virgin Australia Holidays

Virgin Australia, the operator of Virgin Australia Holidays entered voluntary administration on 21 April. Combined with the COVID-19 border closures and past travel restrictions, our website and its products and services are currently unavailable.

We have temporarily paused new Virgin Australia Holidays bookings at this time while we wait for direction from the administrator.

During this time we are still able to provide quotes on flights however are unable to quote full holiday packages.

We appreciate your understanding and patience during this time, and welcome you back to book our full range of Virgin Australia Holidays as soon as they are available again.

 

 

Frequently asked questions

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.

View more information on the Conditional Credit

Request a Virgin Australia Conditional Credit

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 with no Virgin Australia Holidays cancellation fee and receive a Virgin Australia Conditional Credit to the full value of your Virgin Australia Holidays or AFL Travel booking (excluding debit and credit card fees and any supplier cancellation fees). 

Cancel my Virgin Australia Holidays or AFL Travel booking

For guests travelling past 31 January 2021

Please note, that if you no longer wish to travel, normal Virgin Austrlaia Holidays Term and Conditions rules and fees will apply.

We are continuing to monitor the COVID-19 situation and will update our policy as required.

Changes to Virgin Australia flights

Virgin Australia has announced changes to domestic and international flights. For more information, visit the Virgin Australia website.