We’re here to help with your impacted flight

FAQs

• Why was my flight cancelled or delayed?

  Flight disruptions can happen for reasons such as weather conditions, operational requirements, or air traffic control restrictions. Your safety is always our top priority.

• Will I receive a hotel or meal voucher?

  A $30 meal allowance is included with your accommodation booking for each guest. Please speak to the hotel staff for details on how to use it.

  Our Guest Compensation Policy explains what you can claim and how to make a claim if your flight has been delayed or cancelled by Virgin Australia. 

• What if I miss a connecting flight?

  If you miss a connecting flight, what happens next depends on your situation.

  • If your flight was cancelled, our Guest Compensation Policy explains the support and compensation we can offer.
  • To make a claim, use our Online Feedback and Claims Form and include proof of your booking and any costs related to the missed flight.

• Can I claim expenses?

  Our Guest Compensation Policy sets out what you can claim and how to make a claim, when your flight has been delayed or cancelled by Virgin Australia. 

• My child is travelling alone and their flight has been disrupted. How will Virgin Australia support them?

  Virgin Australia will provide additional assistance in the event of a flight disruption. You can find out more information about the assistance Virgin Australia provides on our Unaccompanied Minor travel page.

• Will my special assistance be available on my new flight?

  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 out our Guest Accessibility plan.

• What happens to my baggage after I’ve checked in?

  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.

• Will Virgin Australia cover transport?

  Unfortunately, we are unable to organise transport via the self service system. However, you can submit a request to claim reasonable costs, as per our Guest Compensation Policy.