Travel Bank Terms and Conditions
1.1. These Terms and Conditions govern your use of Travel Bank and the travel credits in your Travel Bank account. When you use Travel Bank or receive travel credits to a Travel Bank, these Terms and Conditions will become a contract between you and Virgin Australia.
2. Eligibility to use Travel Bank
2.1. A Travel Bank may be provided to you by Virgin Australia where:
a) you cancel a booking and you are entitled to receive travel credits for the full or partial value of your booking;
b) we cancel your booking and you choose to receive travel credits for the full or partial value of your booking;
c) you join a Virgin Australia corporate program and book directly with Virgin Australia;
d) you are the Group Organiser of a Group Booking as defined in the Group Principle Terms (Terms and Conditions of Group Bookings); and
e) in other circumstances where Virgin Australia determines you are eligible to receive travel credits.
2.2. You can only have one Travel Bank which has been created in your name. Once a Travel Bank has been created for you, travel credits will be added to the same Travel Bank each time travel credits are provided to you.
2.3. If you are entitled to receive travel credits in connection with a cancelled booking, the travel credits will be provided to the first adult listed in the cancelled booking unless the booking is a corporate booking or a Group Booking.
2.4. The balance of a Travel Bank may not exceed $4,999 AUD in total (excluding Reward Travel Credits). Travel credits may be provided to you in a form other than a Travel Bank in the following circumstances:
a) If you are entitled to travel credits, but the travel credits would cause your Travel Bank to exceed the limit, the travel credits will be provided to you in another form, which we will notify to you.
b) If your Travel Bank balance exceeds the limit, either as a result of single or multiple transactions, your balance will be reduced to below the limit and the deducted travel credits will be provided to you in another form, which we will notify to you.
2.5. Reward Travel Credits means any travel credits provided to you as a benefit in connection with a Virgin Australia corporate program, excluding travel credits provided because of a booking cancellation or as compensation for a service failure.
3. Travel credit expiry and enquiries
3.1. Unless we have otherwise notified you at the time your travel credit was issued, travel credits in a Travel Bank are valid for 12 months from the date of issue and will expire on the date that is 12 months from the original date the travel credit is issued to your Travel Bank (Expiry Date). There may be multiple travel credits in a Travel Bank with different Expiry Dates.
3.2. Travel credits provided in connection with a promotion may have a shorter expiry, in which case the Expiry Date for those travel credits will be the date notified to you by Virgin Australia.
3.3. You must make an Eligible Travel booking using your travel credits on or before the Expiry Date. The booking can be for travel dates after the Expiry Date.
3.4. You can check your Travel Bank balance and travel credit Expiry Dates at any time online at the Virgin Australia Travel Bank website or if you are a Virgin Australia corporate customer by logging into the Virgin Australia Business Portal. You will not be sent statements of transactions on your Travel Bank.
3.5. Travel Bank enquiries and bookings using travel credits must be made by the Travel Bank owner, who must be able to identify and verify themselves as the Travel Bank owner.
3.6. Velocity Frequent Flyer members who have a Travel Bank can use their Velocity Frequent Flyer username and password to enquire about their Travel Bank.
3.7. Travel Banks and travel credits are not transferable to another person. However, travel credits may be redeemed for an Eligible Travel booking for another person.
3.8. Travel Bank and travel credits may not be sold, traded or purchased by an individual. Virgin Australia will not recognise any transactions of this nature.
3.9. Travel credits cannot be exchanged for cash.
4. Eligible Travel
4.1. Travel credits in a Travel Bank may be used to pay entirely or partially for Eligible Travel which is made available for purchase by Virgin Australia. Eligible Travel includes the following:
a) Flights operated by Virgin Australia and its partner airlines;
b) Fare and tax differences on Virgin Australia flight bookings;
c) Change fees on Virgin Australia flight bookings;
d) Checked baggage and seat selection purchased with an Economy Lite fare on Virgin Australia flight bookings; and
e) for any travel credits issued on or after 21 May 2020:
i) Economy X fees;
ii) Excess baggage fees;
iii) Carbon Offset fees;
iv) Unaccompanied Minor fees, and;
vi) Pets in cargo hold fees.
4.2. The following are not eligible for payment using travel credits that were issued prior to 21 May 2020 (and will not be considered Eligible Travel):
a) Unaccompanied Minor fees;
b) Carbon Offset fees;
c) Animal in hold fees;
d) Business Class upgrade fees;
e) Economy X fees;
f) Excess baggage fees;
g) In-flight services;
h) Gift cards and gift vouchers, including Virgin Australia physical and electronic gift cards;
i) Velocity Frequent Flyer Reward Seat or Any Seat bookings;
j) Eligible Travel bookings made by a travel agent;
k) Guest Contact Centre or service fees charged at the airport; and
l) Other ancillary products or services determined by Virgin Australia from time to time.
4.3. The following are not eligible for payment using travel credits that were issued on or after 21 May 2020 (and will not be considered Eligible Travel):
a) Unaccompanied Minor fees;
b) Animal in hold fees;
c) Business Class upgrade fees;
d) In-flight services;
e) products and services provided by Virgin Australia’s third party partners (such as travel insurance, car hire and hotels)
f) Gift cards and gift vouchers, including Virgin Australia physical and electronic gift cards;
g) Velocity Frequent Flyer Reward Seat or Any Seat bookings;
h) Eligible Travel bookings made by a travel agent;
i) Guest Contact Centre or service fees charged at the airport; and
j) Other ancillary products or services determined by Virgin Australia from time to time.
5.1. Online. To book Eligible Travel online using your travel credits in a Travel Bank:
a) visit the Virgin Australia Website or log into the Virgin Australia Business Portal if you are a member of Virgin Australia Business Flyer;
b) select your preferred Eligible Travel; and
c) select Travel Bank on the payment page at the time of booking (login details must be entered in order to use travel credits online).
5.2. Guest Contact Centre. Eligible Travel can be booked using travel credits in a Travel Bank by contacting the Virgin Australia Guest Contact Centre on 13 67 89 or the Virgin Australia Business Flyer Contact Centre on 1300 246 498 if you are a member of Virgin Australia Business Flyer.
5.3. If there are any travel credits remaining in your Travel Bank after you make a booking, those travel credits can be used towards future Eligible Travel bookings until your Travel Bank balance reaches zero or the travel credits expire (whichever is earlier).
5.4. Travel credits in a Travel Bank can only be used towards future Eligible Travel bookings and cannot be applied to past bookings.
5.5. If travel credits in a Travel Bank are combined with another form of payment, the Travel Bank component of the payment must be entered prior to choosing the second payment type. Travel credits can only be combined with a credit or debit card as another form of payment.
5.6. Your Travel Bank will be created in the currency of the country in which your residential address is located (as listed in your profile). The currency of the Travel Bank cannot be changed after it is created, however travel credits can be used towards bookings in any currency.
6. Cancellation of Eligible Travel bookings
6.1. This clause sets out some specific terms that apply to cancellation of Eligible Travel bookings purchased with travel credits in a Travel Bank. These terms apply in addition to the Booking Terms outlined in clause 1.2 and are subject to your rights under applicable laws, including the Australian Consumer Law.
6.2. Where travel credits in a Travel Bank are used as a form of payment for Eligible Travel, refunds to original form of payment will result in the travel credits being returned to the same Travel Bank from which the travel credits originated. For example, if you paid for a $200 AUD Virgin Australia flight booking using travel credits and the Fare Rules permit a refund to original form of payment subject to a fee of $80 AUD when you cancel your booking, then $120 AUD in travel credits will be returned to the Travel Bank used to purchase the flight.
6.3. The Expiry Date of any returned travel credits will revert to the original Expiry Date that applied before the travel credits were used. If the original Expiry Date has passed when the refund occurs, the following terms will apply:
a). If you choose to receive a returned travel credit in accordance with the Guest Compensation Policy because Virgin Australia changed or cancelled your flight, and your travel credit has passed its expiry date, Virgin Australia will reinstate the validity of your travel credit for an additional 31 days.
b) If you choose to cancel your Eligible Travel booking and your travel credit has passed its Expiry Date, the travel credits will have expired and the value will be forfeited.
6.4. Virgin Australia may exercise its discretion to extend the Expiry Date of travel credits returned to a Travel Bank for a longer period in certain circumstances.
7. Keeping your Travel Bank safe
7.1. Travel Bank owners are responsible for the use and safety of their Travel Bank including all transactions and dealings in connection with their Travel Bank account. Guests must ensure that they keep their Travel Bank account number and password secure and must not share it with others.
7.2. A Travel Bank account number or your Velocity credentials (if the Travel Bank owner is a Velocity Frequent Flyer member) is like your password for your Travel Bank. To keep your Travel Bank safe, do not share your Travel Bank account number and Velocity credentials with any other person.
7.3. To the extent permitted by law and subject to clause 8.1 of these Terms and Conditions, Virgin Australia is not liable to you or any other person for any loss, claims, damages or expenses arising in connection with use of Travel Bank including but not limited to travel credits applied to a Travel Bank, or Virgin Australia acting on the instructions of a Travel Bank owner (or other person purporting to be the Travel Bank owner). This limitation of liability does not apply to the extent that the loss, claim, damage or expense is caused by Virgin Australia’s negligence or failure to provide services with due care and skill or that are fit for purpose.
8.1 You have certain rights under the Australian Consumer Law. These include Consumer Guarantees that the services we provide to you will be carried out by us with due care and skill, will be fit for purpose and will be supplied within a reasonable time. You may have rights to seek a remedy from us where we fail to provide services to you in accordance with the Australian Consumer Law. Nothing in these terms and conditions affects those rights or any other statutory rights you may have under applicable laws that cannot be excluded.
8.2 The failure by Virgin Australia to exercise its rights will not be construed as a waiver or relinquishment of the future performance of any of its rights, and the Guest’s obligations with respect to such future performance shall continue in full force and effect.
8.3. Virgin Australia may need to change these Terms and Conditions from time to time. To the extent that we need to make any material changes to these Terms and Conditions which substantially impact how your Travel Bank travel credits can be used, those changes will not apply to any travel credits that were in your Travel Bank on or before the date we make that change.
8.4 Virgin Australia will act reasonably in making changes, and will publish changes to the Terms and Conditions on the Virgin Australia website. In some circumstances, we may give you notice using the email address attached to your Travel Bank. However, we may give you less or no notice if we need to make urgent changes, such as to comply with applicable Laws, or where we cannot control the timing of a change (for example, due to arrangements with third parties). You should regularly check these terms and conditions, including before using any travel credits, as they can change.
9. Errors and Complaints
9.1. If a guest believes that an error has occurred in relation to their Travel Bank, please contact the Guest Contact Centre on 13 67 89.
9.2. Any complaints about purchases made using travel credits must be resolved directly with the Guest Contact Centre on 13 67 89 or through the feedback form on the Virgin Australia website.
10. Contact Us
For more information, contact Virgin Australia on email@example.com.