close window

Virgin Australia Compensation and Assistance Policy

Our priority as a business is to get you to your destination safely and on time, having experienced our service.

There are occasions, however, when your flight may be delayed or cancelled. The table below describes the assistance and compensation we will provide in these circumstances.

When does this apply?

The details in this table apply if:

Domestic and International Short Haul

Situation Assistance & Compensation
Cancellations due to Events Within Our Control such as aircraft maintenance or crewing issues.

 

We will move you to the next available Virgin Australia service to the same destination at no further cost.

You will be entitled to refreshment vouchers at 2-hour intervals while you are in the airport awaiting your rescheduled service.

If we’re unable to offer you an alternative flight until the next day and you are not at your home port, we will pay for hotel accommodation and transport to/from the hotel.

We will also pay for up to $50 per person per night for meals (for clarity, for delays occurring at airports in Australia or New Zealand, $50 will be provided in AUD (Australia) or NZD (New Zealand). However, for delays occurring in airports in all other countries, the equivalent of AUD$50 will be provided in local currency).

If you choose not to travel, we will waive cancellation fees and provide you with a credit (valid for 12 months).

 

Cancellations due to Events Beyond Our Control such as bad weather, airport or traffic control issues.

 

We will move you to the next available Virgin Australia service to the same destination at no further cost.

If we’re unable to offer you an alternative flight until the next day, we will attempt to help you source hotel accommodation and transport to/from the hotel if required.

If you choose not to travel, we will waive cancellation fees and provide you with a credit (valid for 12 months).

 

Delays due to Events Within Our Control such as aircraft maintenance or crewing issues.

 

You will be entitled to refreshment vouchers at 2-hour intervals while you are in the airport awaiting your delayed service.


If the delay is 2 hours or more, you will be able to move to another Virgin Australia service to the same destination (in the same cabin) at no further cost.

If your service is delayed until the next day and you are not at your home port, we will pay for hotel accommodation and transport to/from the hotel. We will also pay for up to $50 per person per night for meals (for clarity, for delays occurring at airports in Australia or New Zealand, $50 will be provided in AUD (Australia) or NZD (New Zealand). However, for delays occurring in airports in all other countries, the equivalent of AUD$50 will be provided in local currency).

If you choose not to travel, we will waive cancellation fees and provide you with a credit (valid for 12 months).

 

Delays due to Events Beyond Our Control such as bad weather, airport or air traffic control issues.

If the delay is 2 hours or more, you will be able to move to another Virgin Australia service to the same destination at no further cost.

If we’re unable to offer you an alternative flight until the next day, we will attempt to help you source hotel accommodation and transport to/from the hotel if required.

Denied boarding (on the day of travel)
This refers to a situation where we are not able to provide you with a seat on the service you purchased.

 

On rare occasions we may request for volunteers to move to a later flight, or may need to ask a guest to do so. If this happens to you then you will be moved to the next available service to your destination at no further cost.

You will be entitled to refreshment vouchers at 2-hour intervals while you are in the airport awaiting your service.

If we’re unable to offer you an alternative flight until the next day and you are not at your home port, we will pay for hotel accommodation and transport to/from the hotel. We will also pay for up to AUD$50 per person per night for meals (for clarity, for delays occurring at airports in Australia or New Zealand, $50 will be provided in AUD (Australia) or NZD (New Zealand). However, for delays occurring in airports in all other countries, the equivalent of AUD$50 will be provided in local currency).

If you are not moved to an alternative Virgin Australia flight that is within 2 hours from your original departure time, you will be provided with a credit. The value of any credits will be determined by Virgin Australia (consideration will be given to your departure port and disruption time).

If you choose not to travel, we will waive cancellation fees and provide you with a credit (valid for 12 months).

 

International Long Haul

Situation Assistance & Compensation
Cancellations due to Events Within Our Control such as aircraft maintenance or crewing issues.

 

We will move you to the next available Virgin Australia service to the same destination at no further cost (a partner carrier may be utilised at the discretion of Virgin Australia and also subject to availability, depending on the situation).

You will be entitled to refreshment vouchers at 2-hour intervals while you are in the airport awaiting your rescheduled service.

If we’re unable to offer you an alternative flight until the next day and you are not at your home port, we will pay for hotel accommodation and transport to/from the hotel. We will also pay for up to AUD$50 per person per night for meals (for clarity, for delays occurring at airports in Australia or the US, $50 will be provided in AUD (Australia) or USD (US). However, for delays occurring in airports in all other countries, the equivalent of AUD$50 will be provided in local currency).

If you choose not to travel, we will waive cancellation fees and provide you with a credit (valid for 12 months).

 
Cancellations due to Events Beyond Our Control such as bad weather, airport or traffic control issues.

 

We will move you to the next available Virgin Australia service to the same destination at no further cost (a partner carrier option may be utilised at the discretion of Virgin Australia and also subject to availability, depending on the situation).

If we are unable to offer you an alternative flight until the next day, we will attempt to help you source hotel accommodation and transport to/from the hotel if required.

If you choose not to travel, we will waive cancellation fees and provide you with a credit (valid for 12 months). 

Delays due to Events Within Our Control such as aircraft maintenance or crewing issues.

 

You will be entitled to refreshment vouchers at 2-hour intervals while you are in the airport awaiting your delayed service.

If your service is delayed until the next day and you are not at your home port, we will pay for hotel accommodation and transport to/from the hotel. We will also pay for up to $50 per person per night for meals (for clarity, for delays occurring at airports in Australia or the US, $50 will be provided in AUD (Australia) or USD (US). However, for delays occurring in airports in all other countries, the equivalent of AUD$50 will be provided in local currency).
 

Delays due to Events Beyond Our Control such as bad weather, airport or air traffic control issues.

 

We will offer refreshment vouchers at 2-hour intervals while you are in the airport awaiting your delayed service.

If we are unable to offer you an alternative flight until the next day, we will attempt to help you source hotel accommodation and transport to/from the hotel if required.

 

Denied boarding (on the day of travel)
This refers to a situation where we are not able to provide you with a seat on the service you purchased.

 

On rare occasions we may request for volunteers to move to a later flight, or may then need to ask a guest to do so. If this happens to you then you will be moved to the next available service to your destination at no further cost.

You will be entitled to refreshment vouchers at 2-hour intervals while you are in the airport awaiting your service.
If we’re unable to offer you an alternative flight until the next day and you are not at your home port, we will pay for hotel accommodation and transport to/from the hotel. We will also pay for up to AUD$50 per person per night for meals (for clarity, for delays occurring at airports in Australia or the US, $50 will be provided in AUD (Australia) or USD (US). However, for delays occurring in airports in all other countries, the equivalent of AUD$50 will be provided in local currency).

For departures from the USA (only), we will provide you with compensation and other assistance as per the requirements of the US Denied Boarding Legislation.

 

Downgrade
This refers to a situation where we are not able to provide you with a seat in the same cabin that you have purchased and have been downgraded to a lower class seat.

 

On rare occasions, the seating that you have booked may not be available. This may happen due to being re accommodated onto another service from a previous delay or cancellation, or due to an aircraft change. In these situations, Virgin Australia will ensure you receive a refund of the difference paid between the seat you purchased and the seat you travelled on.