a. These Virgin Australia Inflight Connectivity Terms of Use govern your use of Virgin Australia’s Inflight Connectivity System (IFC System), which Virgin Australia makes available on selected aircraft (the Aircraft) and selected routes on the Virgin Australia domestic and international network. The IFC System utilises inflight connectivity services provided to Virgin Australia by Intelsat Inflight Switzerland GmbH and its related bodies corporate, including Intelsat Inflight LLC (Intelsat). Intelsat provides a portal to Virgin Australia as part of the IFC System (the Site) that is accessible when you first access the IFC System and after you log in to the IFC System.
b. You have certain rights under the Australian Consumer Law. These include Consumer Guarantees that the services provided to you will be carried out with due care and skill, will be fit for the purpose disclosed and will be supplied within a reasonable time. Where services are not provided to you in accordance with these Consumer Guarantees or otherwise in accordance with these Inflight Connectivity Terms of Use, then you may have a right to seek a remedy in accordance with the Inflight Connectivity Terms of Use, and any applicable law, including the Australian Consumer Law. Nothing in these Inflight Connectivity Terms of Use excludes or limits the Consumer Guarantees or any other statutory rights that you may have under applicable laws (including the Australian Consumer Law) that cannot be excluded. You can find out more about the Consumer Guarantees here. This is a summary of some of your rights under the Australian Consumer Law. It is not an exhaustive list and is not legal advice.
c. Payment services (Payment Services) for your access to the IFC System provided by Virgin Australia are provided directly by Intelsat. The terms and conditions relating to Payment Services are set out in Section 3 (“Payment”) below.
d. These Virgin Australia Inflight Connectivity Terms of Use constitute a legally binding agreement between:
i. the Guest using the IFC System and Virgin Australia (except as set out in (ii) below); and
ii. between the Guest paying for access to the IFC System and Intelsat solely with respect to the Payment Services,
(this Agreement). By connecting to the IFC System, you agree to be bound by this Agreement.
e. Guests travelling on the Aircraft may access internet on board the Aircraft by connecting to the IFC System using their personal devices, agreeing to the Virgin Australia Inflight Connectivity Terms of Use and (where applicable) paying the relevant service fee.
f. Guests will require a compatible laptop, tablet, smartphone or other handheld device with Wi-Fi capability to enable operation of the IFC System. It is the Guests’ responsibility to make sure the device being used to connect to the IFC System has a Wi-Fi radio connection. Only compatible devices can be used to access the IFC System. Guests are responsible for any fees or charges associated with their device and the use of their device.
g. Guests are not permitted to, and must not, use any voice or video/audio conferencing applications (including VOIP applications) through the IFC System while on board the Aircraft.
h. Internet access on board the Aircraft is made available for single person use only and Guests must not share their device with other Guests or connect multiple devices to the IFC System at the same time.
i. Guests are in control of their own devices and should shut their devices down if they find any content on the internet to be objectionable or distressing.
j. Guests must comply with any crew instructions to disconnect from the IFC System or shut down their device in circumstances reasonably required by Virgin Australia (including at times when the operation of electronic devices on the aircraft is not permitted or for any operational or safety reason).
k. Virgin Australia does not have the ability to censor content accessed by an individual Guest through the IFC System. In these circumstances and to the extent permitted by law, Virgin Australia and its service providers, including Intelsat, are not responsible for any content a Guest chooses to access on the Guest's device, which may be offensive or distressing to any Guest.
l. Guests may access via the IFC System certain internet services and content that is provided by third parties for which such Guests may have a separate relationship directly with such third parties (Third Party Services). Guests agree that Virgin Australia and its services providers, including Intelsat, have no responsibility for such Third Party Services or Guests’ continued access to them via the IFC System. Guests are responsible for any fees for Third Party Services that result from access to or use of them.
a. Virgin Australia engages Intelsat to provide the IFC System and perform the Payment Services (together, the IFC Services). Intelsat will handle your personal information in accordance with Intelsat's Privacy Policy (available at https://content.inflightinternet.com/app/legal-content/privacy-policy). Intelsat's Privacy Policy states how you can access or correct your personal information and how to make a complaint to Intelsat about privacy. Intelsat may disclose your personal information to its employees or contractors in the United States of America, Japan, Honduras and the Netherlands for the purposes of fulfilling a request by you to receive the IFC Services. Intelsat may share your personal information directly with Virgin Australia in accordance with its Privacy Policy. To the extent that Virgin Australia does collect any of your personal information, it will handle it in accordance with its Privacy Policy (available at Group Privacy Policy | Virgin Australia).
a. Virgin Australia will offer customers travelling on selected domestic and international flights access to the IFC System on a tiered payment basis.
b. Virgin Australia customers may access the paid IFC Service through the IFC System by entering the Site on their personal device, selecting the preferred IFC System access pass and paying the relevant service fee for that pass (if applicable). The service fees payable for IFC System passes will be displayed on the Site when you access the IFC System on an Aircraft. These service fees are subject to change and may be different the next time you fly.
c. IFC System passes enable access to the internet on the device used to make the purchase. If you would like to use the IFC System on a different device, a new IFC System pass will need to be purchased on that different device.
d. Virgin Australia may provide Virgin Australia customers with a level of access to the IFC System on a free-of-charge basis (FOC Passes) from time to time at Virgin Australia's discretion.
e. Where access to the IFC System is provided free of charge: (i) it is provided on an “as is” and “as available” basis and (ii) Virgin Australia may modify, suspend, or stop access to the IFC System on an aircraft either temporarily or permanently, at any time, without prior notice to any Guest.
f. When you access the IFC system, your type of access will be one of the following:
g. Use of the IFC System may require payment.
a. You must not use the IFC System to (or assist another person to):
b. Virgin Australia may, acting reasonably, investigate and take appropriate action against any user of the IFC System that it reasonably believes has breached the terms in clause 4(a) or otherwise has materially breached another provision of this Agreement. Such action will take into account the circumstances and may include, without limitation, refusing to provide or suspending access to and use of the IFC System, reporting a user to law enforcement authorities, and taking legal action against the user.
a. The responsibility of appropriate viewing and use of the IFC System for Guests under 15 years of age (under 15 Guest) rests solely with the parent or guardian of that Guest.
b. If the Guest is under 15, the parent/guardian who makes the booking for the Guest consents to the under 15 Guest accessing the IFC System.
c. If the under 15 Guest’s parent/guardian is not prepared to give this consent, the parent/guardian will ensure that if the under 15 Guest travels with a device, then that device is disabled so it cannot access the IFC System.
d. If an unaccompanied minor (“UMNR”) travels on a flight with a device that is able to connect to Wi-Fi and Inflight Entertainment, Virgin Australia is unable to monitor the UMNR’s use of that device. There may be circumstances where the UMNR accesses content on Virgin Australia’s Streaming Entertainment or content browsed on the internet that is not suitable for them, including MA15+ content. The parent/guardian who makes a booking for an UMNR acknowledges that, to the extent permitted by law, neither the UMNR nor anyone claiming through or on behalf of the UMNR will have any claim against Virgin Australia or any of its officers, agents and employees in respect of the use of the IFC System by the UMNR.
a. The nature of the IFC System includes reliance on systems and services that Virgin Australia or Interlstat does not own or control. Subject to your rights under the Australian Consumer Law, neither Virgin Australia nor Intelsat is responsible for any interruptions to the service provided by the IFC System including, without limitation, those due to acts of nature, power failure, satellite signal failure or any other cause. The IFC System may not be available due to circumstances including emergencies, third party service failures, transmission, equipment or network problems or limitations, interference, signal strength, maintenance and repair, and national security issues, and may be interrupted, limited, or curtailed or unavailable for these reasons .
b. Connection speeds may vary due to a range of factors including Guest device, atmospheric conditions, terrain, network capacity, and the number of users on the IFC System at the time, time of day, and aircraft location. The coverage locations in respect of the IFC System are subject to change at any time without notice. IFC System coverage, speeds, locations, and quality may vary.
c. Because of capacity limitations and the shared use of Intelsat’s network, the IFC System does not support in-flight file transfers, application downloads, software updates, software or file “syncing”. As a result, these activities may not be conducted on the IFC System and may be blocked, attempted to be blocked, deprioritized, or otherwise restricted at any time, through the use of a variety of tools and techniques. Based on capacity limitations, Guest usage levels, the application, and/or other performance factors mentioned above, transmission rates may be limited.
d. Virgin Australia and Intelsat are not publishers of third-party content accessed through the IFC System, and are not responsible for the content, accuracy, timeliness, or delivery of any opinions, advice, statements, messages, services, graphics, data, or any other information provided to or by third parties as accessible through the IFC System or Third Party Services.
e. Virgin Australia is not responsible for battery life or charging of devices.
f. It is the responsibility of the Guest to ensure that the appropriate IFC System activation process is complete before attempting to access the IFC System.
g. Virgin Australia is not responsible if a Guest’s device is unable to connect to the IFC System.
a. Intelsat operates a customer help desk on behalf of Virgin Australia to assist with any inflight queries. Customer service will be provided 24 hours a day, 7 days a week, via the “chat with us” link or at ausupport@wifionboard.com (Australia) or via telephone 1800 731586 (Australia).
b. Cabin crew are unable to assist you with technical queries relating to your use of the IFC System. Please direct all queries to the Intelsat customer care team via the help desk.
a. Intelsat does not provide an encrypted communication channel ((Wired Equivalency Protection known as “WEP”) or (Wi-Fi Protected Access known as “WPA2”)) between the IFC System and a Guest device. The IFC System generally supports secure Virtual Private Network (VPN) access and Secure Shell (SSH) access. If a Guest has a VPN, it is recommended that the Guest uses their secure VPN protocols for greater security. Subject to the network management and network limitations discussed above, SSL-encrypted websites or pages, typically indicated by “https” in the address field and a “lock” icon, can also generally be securely accessed through the IFC System. Guests should be aware that data packets from un-encrypted Wi-Fi connections can be captured by technically advanced means when they are transmitted between a user’s device and the Wi-Fi access point. Guests should therefore take precautions to lower their security risks.
b. It is recommended that Guests follow good security practices, such as ensuring that file-sharing is not enabled while accessing the internet from an un-encrypted public network and that laptops have a personal firewall and other protection against malware. It is also recommended that sensitive or private information not be accessed via or transmitted over an un-encrypted connection. While Virgin Australia and Intelsat take reasonable steps to protect Guests’ security, Virgin Australia and Intelsat do not warrant the security of any information a Guest transmits to Virgin Australia and/or Intelsat, and Guests use the IFC System and provide Virgin Australia and Intelsat with their information at their own risk.
c. Guests acknowledge that Virgin Australia and/or Intelsat may be required to identify, inspect, remove, block, filter, or restrict any uses, materials or information (including but not limited to emails) that they consider to be actual or potential violations of the restrictions on use set out in this Agreement, including, but not limited to, those activities that may subject Virgin Australia and Intelsat to liability or danger, or inappropriate material. Such actions may be undertaken by Virgin Australia and/or Intelsat as a necessary incident of providing the IFC System, or as required or permitted by law, by law enforcement authorities or as expressly contemplated by this Agreement, and conducted using any advanced blocking technologies and other technical, administrative or logical means available.Because automated filtering mechanisms are not always able to discern content accurately, some non-objectionable content may be unintentionally restricted at times, while some objectionable content may unintentionally evade restriction.
a. Subject to clause 9(c), you are entitled to request a refund of the relevant service fee if you are not provided with access to the IFC Service that you purchased. There may be additional circumstances where you are entitled to a refund of the relevant service fee under the Australian Consumer Law. To the extent permitted by law, the relevant service fee will not be refundable if you change your mind.
b. Other than as specified in this Agreement or in applicable laws, including the Australian Consumer Law, neither Virgin Australia nor Intelsat (or their respective related bodies corporate, personnel, directors, officers, contractors and agents) will be liable for any loss, damage, cost or expense suffered or incurred (Loss) arising out of or in connection with use of the IFC System by a Guest (whether arising out of negligence or otherwise), including, without limitation, any Loss suffered or incurred due to the IFC System being unavailable or inoperable on a flight or as a result of the Guests’ negligence or a breach of this Agreement.
c. Subject to your rights under applicable laws, including the Australian Consumer Law, Virgin Australia and Intelsat (and each of their service providers) make no warranty that: (a) the IFC System will meet an individual’s specific requirements; (b) the IFC System will be available on an uninterrupted, timely, secure, or error-free and malicious code-free basis; (c) the IFC System will allow access to all third-party sites; (d) the IFC System will be any particular speed or allow any particular application or service; or (e) the results that may be obtained from the use of the IFC System will be accurate or reliable.
d. Except for certain services and products specifically identified as being offered by Virgin Australia and/or Intelsat, Virgin Australia and Intelsat do not control any materials, information, products, or services on the Internet, some of which may be offensive to an individual. Guests assume full responsibility for assessing and evaluating the completeness, accuracy, and usefulness of all such materials, information, products, or services., and their merchantability and quality. Guests acknowledge that there is certain security, confidentiality, and privacy risks inherent in wireless communications and technology and use of inflight internet access, and Virgin Australia and Intelsat do not make any assurances or warranties relating to such risks. Guests acknowledge that neither Virgin Australia nor Intelsat are responsible for files, messages or pages lost or misdirected due to interruptions or fluctuations in the service provided by the IFC System or the Internet in general.
e. All underlying technology in the IFC System is owned by Intelsat, Intelsat’s affiliates or its licensors. All rights not expressly licensed are reserved. Guests agree not to reproduce, reverse engineer, modify, or create derivative works based on the IFC System. Except as expressly permitted under this Agreement, Guests must not rent, lease, loan, or sell access to the IFC System or provide the IFC System or IFC Services to any third party on a service bureau,time sharing basis or otherwise.
f. This Agreement shall be governed and construed in accordance with the laws of Queensland, Australia without giving effect to any principles of conflicts of law.
Last updated January 2024
a. These Virgin Australia Inflight Entertainment Terms of Use (Inflight Entertainment Terms of Use) govern your use of the content provided to you by Virgin Australia’s in-flight entertainment (IFE), which Virgin Australia makes available on selected aircraft (the Aircraft) and selected routes on the Virgin Australia domestic and international network and is subject to availability.
b. You have certain rights under the Australian Consumer Law. These include Consumer Guarantees that the services provided to you will be carried out with due care and skill, will be fit for the purpose disclosed and will be supplied within a reasonable time. Where services are not provided to you in accordance with these Consumer Guarantees or otherwise in accordance with these Inflight Entertainment Terms of Use, then you may have a right to seek a remedy in accordance with the Inflight Entertainment Terms of Use, and any applicable law, including the Australian Consumer Law. Nothing in these Inflight Entertainment Terms of Use excludes or limits the Consumer Guarantees or any other statutory rights that you may have under applicable laws (including the Australian Consumer Law) that cannot be excluded. You can find out more about the Consumer Guarantees here: https://www.virginaustralia.com/au/en/about-us/policies/legal/guarantees/. This is a summary of some of your rights under the Australian Consumer Law. It is not an exhaustive list and is not legal advice.
c. Where available, IFE is complimentary for all Guests and requires the use of a personal device supplied by the Guest.
d. Subject to your rights under the Australian Consumer Law, Virgin Australia is unable to guarantee that the IFE will be available on all flights or that there will be no interruptions to the service. You acknowledge that there may be interruptions to the service including and without limitation, those due to acts of nature, power failure, satellite signal failure, technical fault, serviceability issues or any other cause.
e. Use of the IFE app is subject to Virgin Australia’s website and mobile application Terms of Use.
f. All IFE content and underlying technology in the IFE is owned by Virgin Australia, or Virgin Australia’s licensors and suppliers. All rights not expressly granted in these IFE Terms of Use are reserved. Guests agree not to reproduce, reverse engineer, modify, or create derivative works based on the IFE.
a. Virgin Australia has selected media to ensure a wide variety of choices. IFE content accessible may include MA 15+ media. Virgin Australia does not have the ability to censor programming or to monitor or apply controls to limit the content accessible on a particular guest’s device. For these reasons and to the extent permitted by law, Virgin Australia accepts no responsibility for any IFE content which may be offensive or distressing to any Guest.
b. Virgin Australia’s IFE programming schedules are subject to change at any time without notice and content may not match the content listed on Virgin Australia’s website from time to time.
c. Educational content made available through the IFE is provided by third party services providers and Virgin Australia excludes any warranties as to the accuracy, reliability or completeness of such content. Any educational content viewed is not intended to be, and should not be construed as legal, financial, or other professional services advice of any kind.
a. Guests must comply with any crew instructions to turn off or close the IFE (which may require a shut down of their device) in circumstances reasonably required by Virgin Australia.
b. Virgin Australia does not guarantee that charging ports will be available on its aircraft. Guests are responsible for the battery life of their device and Virgin Australia is not able to or required to charge a Guest’s device during a flight.
c. Guests are responsible for the use of their device. Only compatible devices can be used to access the IFE. Virgin Australia is not responsible if a guest’s device is unable to connect to the IFE.
d. Content on the IFE is protected by copyright. Content is for single-person viewing only and for viewing only during the Virgin Australia flight. Guests are prohibited from: (i) sharing their device with other Guests to access IFE content; (ii) using a device to record any IFE content; and (iii) downloading, copying or exploiting content, removing any proprietary notices or circumventing, removing or deactivating content protections in the IFE or a guest’s device.
a. You must not use the IFE to (or assist another person to):
i. Harm or threaten harm to persons or property;
ii. Harass other people;
iii. Violate any applicable law, including those related to export control, spam, gambling, obscenity, or computer access;
iv. Engage in any fraud or misrepresentation;
v. Provide instructional information about illegal activities;
vi. Interfere with, disrupt, or create undue burden on the IFE (or the networks or computers that provide same);
vii. Infringe or violate another person’s rights, including privacy and intellectual property rights;
viii. Allow another person to access or use the IFE on their device or through your device;
ix. Knowingly distribute any virus or other malware;
x. Access any network or computer (including those providing the IFE) in excess of the permission expressly granted to you;
xi. Monitor (through, for example, sniffers) any network traffic without express authorization of the owner of the network and the parties to the communications;
xii. Attempt to decrypt any encrypted or scrambled communications;
xiii. Introduce or attempt to introduce software or automated agents into the IFE; or
xiv. Impersonate any other person, including any Virgin Australia employee.
b. Virgin Australia may, acting reasonably, investigate and take appropriate action against any user of the IFE that it reasonably believes has committed a material breach of these Inflight Entertainment Terms of Use. Such action will take into account the circumstances and may include, without limitation, refusing to provide or suspending access to and use of the IFE, reporting a user to law enforcement authorities, and taking legal action against the user.
a. The parent or guardian of a Guest under 15 years of age is solely responsible for the content on the IFE viewed by that Guest. If a Guest is under 15, the parent/guardian who makes the booking for the Guest consents to the Guest who is under 15 years of age accessing the IFE
b. If the Guest’s parent/guardian is not prepared to give this consent, the parent/guardian will ensure that if the Guest under 15 years of age travels with a device, then that device is disabled so it cannot receive the IFE content.
c. If an unaccompanied minor (“UMNR”) travels on a flight where IFE is available, Virgin Australia is unable to monitor the UMNR’s use of that device. There may be circumstances where the UMNR accesses content on Virgin Australia’s Streaming Entertainment that is not suitable for them, including MA15+ content. The parent/guardian who makes a booking for an UMNR acknowledges that, to the extent permitted by law, neither the UMNR, nor anyone claiming through or on behalf of the UMNR, will have any claim against Virgin Australia or any of its officers, agents and employees in respect of the in-flight entertainment that is viewed (or not viewed) by the UMNR.
a. Other than as specified in this Agreement or in applicable laws, including the Australian Consumer Law, Virgin Australia (or their respective related bodies corporate, personnel, directors, officers, contractors and agents) will not be liable for any loss, damage, cost or expense suffered or incurred (Loss) arising out of or in connection with use of the IFE by a Guest (whether arising out of negligence or otherwise), including, without limitation, any Loss suffered or incurred due to the IFE being unavailable or inoperable on a flight or as a result of the Guests’ negligence or a breach of these Inflight Entertainment Terms of Use.
b. Subject to your rights under applicable laws, including the Australian Consumer Law, Virgin Australia (and its service providers) make no warranty that: (a) the IFE will meet an individual’s specific requirements; (b) the IFE will be available on an uninterrupted, timely, secure, or error-free and malicious code-free basis; or (c) the IFE will be any particular speed or allow any particular application or service.
c. Except for certain services and products specifically identified as being offered by Virgin Australia, Virgin Australia does not control any materials, information, products, or services on the Internet, some of which may be offensive to an individual. Guests assume full responsibility for assessing and evaluating the completeness, accuracy, and usefulness of all such materials, information, products, or services, and their merchantability and quality. Guests acknowledge that there is certain security, confidentiality, and privacy risks inherent in wireless communications and technology and use of inflight Internet access, and Virgin Australia does not make any assurances or warranties relating to such risks .
d. This Agreement shall be governed and construed in accordance with the laws of Queensland, Australia without giving effect to any principles of conflicts of law.
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Last updated January 2024