Virgin Australia in ChatGPT App Terms of Use
These Terms of Use (“Terms”) govern your connection, access and use of the Virgin Australia app made available through the ChatGPT platform ("App”) by Virgin Australia Airlines Pty Ltd ABN 36 090 670 965 and its related bodies corporate (collectively, “Virgin Australia”, “we”, “us” and “our”).
These Terms supplement and form part of Virgin Australia’s general Terms of Use. To the extent of any inconsistency between these Terms and Virgin Australia’s general Terms of Use, these Terms prevail.
By connecting, accessing, or using the App, you agree to these Terms. If you do not agree, you must not connect, access or use the App.
We may update these Terms from time to time by publishing the updated Terms on our website. The updated Terms will apply to your use of the App after they are published. If you do not agree to the updated Terms, you must stop using the App.
1. About the App
1.1 The App is an AI enabled conversational flight shopping and information tool made available by Virgin Australia through the ChatGPT platform.
1.2 The App is provided as an information and shopping assistance tool only. The App does not:
- process payments;
- create, amend or cancel bookings;
- confirm final pricing, fare availability or fare conditions; or
- make binding commitments on behalf of Virgin Australia.
1.3 Final pricing, availability, fare conditions, booking confirmation and any contract for carriage are determined only in the relevant Virgin Australia booking flow and are subject to our Conditions of Carriage, the Fare Rules, and any other applicable terms made known to you.
2. AI generated responses
2.1 The App uses AI technology. Responses may include generated, summarised or paraphrased content (“Responses”).
2.2 Responses are summaries. Results will vary depending on your prompt. Head to Virgin Australia’s website if you want to see more options and details, or contact us to speak to a customer service representative.
2.3 You acknowledge and agree that:
- Responses may not always be accurate, complete, current, available, reliable or suitable;
- Responses do not constitute binding offers, guarantees, promises or contractual commitments by Virgin Australia;
- information may change after a Response is generated, including flight schedules, availability, fares, taxes, charges, promotions and fare inclusions; and
- Responses are general in nature, they are not advice and they may not suit your specific travel needs or circumstances.
2.4 You should verify all important information before making any travel or purchasing decision. In particular, you should verify all fare pricing, availability and other related information on the Virgin Australia website, in the Virgin Australia booking flow, or with a Virgin Australia customer service representative.
2.5 If there is any inconsistency between the App or a Response and information provided on the Virgin Australia website, in the Virgin Australia booking flow, in the Conditions of Carriage, in the Fare Rules, or by a Virgin Australia customer service representative, the information provided outside the App will prevail.
3. Third-party services
3.1 The App is made available through the ChatGPT platform which is operated by a third party, and may include or rely on third-party data or services. Virgin Australia does not guarantee their availability, accuracy or suitability.
3.2 To the extent permitted by law, Virgin Australia is not responsible for the operation or availability of the ChatGPT platform, or non-App content, except to the extent caused by Virgin Australia’s own act or omission.
3.3 Your use of the ChatGPT platform is governed by your arrangements with the platform provider.
4. Your responsibilities
4.1 When using the App, you agree that you will:
- provide lawful and accurate inputs;
- use the App for personal and lawful purposes;
- not rely solely on the App for critical decisions;
- not input information you are not authorised to provide;
- not misuse, interfere with or reverse engineer the App; and
- comply with applicable laws.
4.2 You are responsible for how you use the App and any Responses, including any decision to rely on a Response without verifying important information as described in clause 2.4.
5. Privacy
5.1 When you interact with the App, certain information may be shared with Virgin Australia to enable relevant responses to your query.
5.2 How information shared with ChatGPT is processed is governed by your agreement with OpenAI and OpenAI’s Privacy Policy.
5.3 If you select a link to make a booking with Virgin Australia, your itinerary information may be shared with Virgin Australia to facilitate the booking process.
5.4 Virgin Australia’s Bookings Privacy Statement explains how personal information is collected, used and disclosed in connection with bookings.
5.5 Any personal information received by Virgin Australia from ChatGPT will be handled in accordance with Virgin Australia’s Privacy Policy.
6. Intellectual property
6.1 You must not use the App in a way that infringes intellectual property rights.
6.2 All content, data, text, graphics, logos, software, functionality and other materials made available by or on behalf of Virgin Australia through the App ("Materials") are owned by us or third parties and are available for your personal use only.
6.3 Virgin Australia’s name, logos and branding and Materials must not be used without our prior written consent.
7. Suspension and withdrawal
7.1 Virgin Australia may suspend, restrict, withdraw or modify the App, or any feature of the App, at any time where reasonably necessary for operational, technical, security, legal, compliance, business or safety reasons.
7.2 Virgin Australia may also investigate any actual or suspected misuse of the App, and may block or restrict your access to the App where we reasonably believe you have breached these Terms, any other Virgin Australia or Velocity terms, or applicable law.
8. Limitation of liability and disclaimer
8.1 Nothing in these Terms excludes, restricts or modifies any rights, guarantees, warranties or remedies you may have under applicable law, including the Australian Consumer Law, that cannot lawfully be excluded, restricted or modified.
8.2 To the extent permitted by law, Virgin Australia does not represent or warrant that:
- the App, Responses or any information generated, displayed or made available through the App will be accurate, complete, current, reliable, suitable, available, uninterrupted, secure or error-free;
- the App or any Response will include all available options or meet your particular travel needs or circumstance or;
- the App will be free from harmful code or other defects.
8.3 Subject to clause 8.1 and to the extent permitted by law:
(a) Virgin Australia is not liable for any loss, damage, cost or expense arising from or in connection with your reliance on a Response to the extent that:
i. the relevant information should reasonably have been verified through the Virgin Australia website, the Virgin Australia booking flow, or with a Virgin Australia customer service representative;
ii. the loss arises because information changed after the Response was generated, including flight schedules, availability, fares, taxes, charges, promotions or fare inclusions; or
iii. the Response was used for a purpose other than as general information or shopping assistance;
(b) Virgin Australia is not liable for any indirect, consequential, special, incidental, exemplary or punitive loss or damage, or for any loss of profit, revenue, goodwill, savings, opportunity, data or business interruption, arising from or in connection with the App or any Response; and
(c) Virgin Australia is not liable for any loss, damage, cost or expense arising from or in connection with the operation, availability, acts or omissions of the ChatGPT platform or any third-party data, content or services, except to the extent the loss is caused by Virgin Australia’s own act or omission.
8.4 Where Virgin Australia’s liability cannot lawfully be excluded but can lawfully be limited, Virgin Australia limits its liability to the maximum extent permitted by law, including, where applicable, to supplying the relevant services again or paying the cost of having the relevant services supplied again.
8.5 Nothing in this clause 8 excludes or limits Virgin Australia’s liability for fraud, wilful misconduct, or any other liability that cannot lawfully be excluded or limited.
9. General
9.1 Although the App is accessible worldwide, content is intended only for residents of markets where Virgin Australia operates. Nothing on the App should be interpreted as a promotion or solicitation for any product or service of any nature that is not authorised by the laws of the country where you are located.
9.2 These Terms are governed by the laws of Queensland, Australia without giving effect to any principles of conflicts of law. You submit to the non-exclusive jurisdiction of the courts of Queensland, Australia and courts hearing appeals from those courts.
9.3 If any provision of these Terms is void, illegal, invalid or unenforceable, that provision will be read down to the extent necessary and, if it cannot be read down, severed without affecting the remaining provisions.
9.4 If you have a complaint about the App, please contact Virgin Australia through our official customer contact channels. We may require further information from you to assess or resolve a complaint.
Last updated: [27 May 2026]