What is our Fare Promise?


At Virgin Australia, we pride ourselves on giving our guests the best service and price value.

That is why we are offering the Virgin Australia Fare Promise.

Fare Promise guarantees that if you find a lower price for an eligible Virgin Australia flight on an eligible third party website, we will not only match that price – Velocity Frequent Flyers will receive a bonus 500 Points per booking.

* View full Terms and Conditions.

How do you make your claim?


  1. Find the fares you wish to compare at virginaustralia.com and an eligible third party website.
  2. Call our Guest Contact Centre team to request a fare promise claim.
  3. Have ready the website address where you found the cheaper fare.
  4. Our team will use the Fare Promise Eligibility criteria to compare the fares between virginaustralia.com and the third party website in real time.
  5. If the comparison meets the Fare Promise Eligibility criteria+, our team will be able to make the booking for you and honour the lower fare price.
  6. We’ll send you an itinerary within 24 hours.
  7. Velocity Points will be loaded to the nominated travelling Velocity membership account within three weeks after successful claim and booking.

+ Fare Promise Eligibility Criteria – what makes your claim eligible?


Details on the third party website must be visible to our Guest Contact Centre agent at the time of claim. All the below elements should be exactly the same on both virginaustralia.com and third party websites:

+ What makes your claim ineligible?


Terms and Conditions


Frequently Asked Questions


What is Fare Promise?

Fare Promise guarantees that if you find a lower price for an eligible Virgin Australia flight on an eligible third party website, we will match that price.

How can I make a claim?

You can claim by following the below steps:

  1. Find the fares you wish to compare at virginaustralia.com and an eligible third party website.
  2. Call our Guest Contact Centre team to request a fare promise claim.
  3. Have ready the website address where you found the cheaper fare.
  4. Our team will use the Fare Promise Eligibility Criteria to compare the fares between virginaustralia.com and the third party website in real time.
  5. If the comparison meets the Fare Promise Eligibility Criteria, our team will be able to make the booking for you and honour the lower fare price.
  6. We’ll send you an itinerary within 24 hours.
  7. Velocity Points Offer will be loaded to the nominated membership account within two weeks of from the day of successful claim and booking.

What do I need to make a claim?

You will need to have the third party website address available where you found the cheaper fare for our claims team to process the claim.

Who will receive the Velocity Points Offer?

One passenger only can be nominated to receive the bonus Velocity Points offer. They must provide their Velocity Frequent Flyer number.

When will I receive the Velocity Points Offer in my account?

The Velocity Points Offer will be loaded into the membership account within 2 weeks of successful claim and booking.

Can I access and manage my Fare Promise booking online?

You will be able to access the booking through our online manage booking tool and view your itinerary. You will not be able to change or cancel the booking online.

How can I change my booking created through the Fare Promise?

Changes can only be completed by our Guest Contact Centre.

How can I cancel my booking created through the Fare Promise?

Cancellation can only be completed by our Guest Contact Centre.

Do I have to pay the Guest Contact Centre a fee to cancel or change the booking through the Guest Contact Centre?

No, however, Changes and Cancellations will be in accordance to the fare rules.

Can I make claim if I have already made the booking?

Not at this point in time.

Can I check-in my Fare Promise booking online?

Yes, online check-in will be in accordance with the Virgin Australia Web and Mobile check-in rules.