Guest compensation policy

Our priority as a business is to get you to your destination safely and on time, having experienced our exceptional service. The safety of our passengers and crew is our paramount concern.

Guest charter

Being Australia’s airline of choice, it is our priority to have you arrive to your destination safely and on time. Our Guest Charter describes our service commitment to you when you fly on Virgin Australia operated flights.

Consumer guarantees and refunds

Virgin Australia is committed to complying with the Australian Consumer Law. This page sets out information about your consumer guarantee rights under the ACL where we have delayed or cancelled your flight.