Your flight has been delayed, rescheduled, or cancelled. This can happen due to weather, operational requirements, or air traffic control restrictions. Your safety is always our priority.
Our team is working to get you on the next available flight or provide alternative options via our Rapid Rebook tool to get you to your destination. We'll keep you updated as quickly as possible via SMS, email and the Virgin Australia app.
Flight disruptions can happen for a range of reasons, including weather conditions, operational requirements, engineering issues, crew availability, airport restrictions or air traffic control requirements. Your safety is always our top priority.
Even if the weather is clear where you are, conditions at your destination or along the flight path or at other airports may still affect your flight. Weather can also create flow-on impacts across our network by delaying aircraft and crews that are scheduled to operate later services.
Where possible, we'll notify you via SMS, email and the Virgin Australia app as soon as your updated travel arrangements have been confirmed.
Virgin Australia has a Guest Compensation Policy that explains what costs you can claim in the event of a disruption (and assistance that Virgin Australia may provide to you in these circumstances). Virgin Australia may provide you with hotel accommodation if you meet the criteria in the Guest Compensation Policy. A $30 meal allowance for each guest per night is generally included with your hotel accommodation booking provided by Virgin Australia. Please speak with hotel staff for details on how to redeem it.
If you are not provided with accommodation and meal allowances, you may submit a claim for the costs as outlined in the Guest Compensation Policy. If you arrange accommodation or meals yourself, please keep your receipts as evidence to support your claim.
Additionally, if you are delayed for two or more hours at the airport, you can claim reasonable meal costs for the duration of your delay at the airport (where Virgin Australia does not provide you with meal/refreshment vouchers).
If you miss a connecting Virgin Australia flight because your flight has been delayed or cancelled by Virgin Australia, we'll work to re-accommodate you on the next suitable available Virgin Australia service in accordance with our Guest Compensation Policy.
If your onward travel is on a separate booking or another airline, different arrangements may apply. If you're unsure, speak with our airport team as soon as possible.
Depending on the circumstances of your disruption, you may be able to claim reasonable expenses incurred as a result of your disruption, including accommodation, meals, and transport, as set out in the Guest Compensation Policy.
Please keep all receipts and supporting documentation and submit your claim through our online Feedback form as soon as practical.
Virgin Australia will provide additional assistance to all children booked as unaccompanied minors and young persons travelling alone in the event of a flight disruption. You can find out more information about the assistance Virgin Australia provides on our Unaccompanied Minor and Young Person Travelling Alone travel page.
Yes, any special assistance you requested in your original booking will carry over to your new flight. Your flight options may depend on your individual needs and what we can provide.
For more details, view our Guest Accessibility Plan.
If we’ve moved you to a new flight
We’ll make sure your bag moves with you. Our team will locate it and transfer it to your new flight.
If you’re no longer travelling with us
Please let our ground crew know. They’ll send your bag to the baggage carousel so you can collect it.
If your new flight is tomorrow
We’ll send your bag to the baggage carousel for you to pick up today. When you’re ready to fly tomorrow, you’ll need to check it in again.
Virgin Australia has a Guest Compensation Policy that explains what costs you can claim in the event of a disruption (and assistance that Virgin Australia may provide to you in these circumstances). If Virgin Australia arranges overnight accommodation for you, transport between the airport and your accommodation may also be provided, where applicable.
If you are not provided with transport and you arrange your own transport, you may submit a claim for the costs as outlined in the Guest Compensation Policy. Please keep your receipts as evidence to support your claim.
Departure times can change while operational teams assess aircraft availability, crew requirements, weather, and airport restrictions. Rather than providing estimates that may change again, we'll update you as soon as your departure time is confirmed. We recommend that you check our flight status page or keep an eye on the Virgin Australia app for updates.
Aircraft operate multiple flights across the network every day. During major disruptions, most available aircraft are being utilised to recover guests. Replacement aircraft also require available crew, maintenance clearance, and airport parking positions.
We'll always consider available options where possible. However, during widespread disruptions, seats on other airlines may also be limited because these airlines are often affected by the same event.
If your booking was made through a travel agent or third-party website, some booking changes, credits and refunds may need to be processed through your travel agent or third-party website. This is because they issued your booking and manage it in their own system. We'll continue to provide operational updates wherever possible.
Please let our airport team know as early as possible. While we can't always guarantee a preferred outcome, a better understanding of your circumstances helps us assess available options.
Aircraft changes, operational requirements, accessibility requirements, and family seating needs can sometimes require seat changes. If your paid seat selection couldn't be honoured because of a disruption, we'll refund your seat selection fee.
Ensure your booking includes your current mobile number and email address. If you booked through a travel agent, you can ask them to add your contact details to the booking, so you receive disruption notifications directly.