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Compensation and Assistance for Virgin Australia domestic and international short haul flights

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:

SituationAssistance & Compensation
Cancellations for reasons 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 room per night for meals.

*Compensation does not apply if we have informed you of the cancellation 14 days or more before the scheduled date of departure  

Cancellations for reasons 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.

Delays for reasons 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 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 room per night for meals.

Delays for reasons 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
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 $50 per room per night for meals.

For Domestic and Short Haul International flights, 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).