These terms and conditions contain important terms that you should be aware of.
In relation to Economy X conditions: clause 2 states when you are and are not able to request a refund of Economy X fees.
Economy X terms and conditions
1. General
1.1 The applicable Economy X fee will be the fee published at the time you purchase Economy X and is subject to change.
1.2 Fees are per person, one way and per sector.
1.3 Fees are in the applicable booking currency, being the country of origin specified in your booking or purchase.
1.4 Velocity Platinum members and up to 8 additional companions travelling on the same booking may reserve an Economy X seat for free on domestic and short-haul international flights if available at the time of the request. Economy X seats will not be automatically assigned to Platinum members.
1.5 Economy X seats are limited and may be sold out at time of booking or at any time prior to your travel date.
1.6 Seat changes are permitted up until scheduled flight is closed, subject to availability.
1.7 Velocity members will not earn Velocity points or status credits on the amount paid for Economy X.
1.8 Economy X includes a number of featured benefits depending on whether your flight is domestic, international short-haul or international long-haul. A full list of benefits can be found here.
1.9 Not all product benefits are available at all airports. Premium entry at Virgin Australia airport lounges is not included in the product benefits.
1.10 Economy X seats may or may not be able to recline.
1.11 We will endeavour to accommodate your seat request. However, we do not guarantee you any particular seat, even if you have nominated a seating preference or if you have paid to be seated in a particular seat. We may change your seat at any time, even after you have boarded the aircraft for any reason, including for safety or operational reasons.
1.12 Economy X is only available on flights operated by Virgin Australia and Virgin Australia International and selected alliance airlines operated Virgin Australia flights. Economy X is not available on flights operated by our codeshare and alliance partners.
1.13 Flight changes voluntarily made from a direct flight to connecting flights will attract an additional Economy X fee for the additional sector. This additional fee will be payable at the time of the change.
1.14 Economy X fees are non-transferrable (to other passenger) and cannot be used towards any other service or product.
1.15 These Economy X terms and conditions are in addition to and do not vary the fare rules that apply to your fare.
1.16 To the extent of any inconsistency between these Economy X terms and conditions and the conditions of carriage, the conditions of carriage shall prevail.
2. Refunds and your rights
2.1 Subject to your rights under relevant laws, including the Australian Consumer law, in the event that we do not provide you with an Economy X seat that you purchased, you are entitled to request a refund of the Economy X fee, for that specific part of the journey, only if:
(a) you were rebooked to another flight:
(i) by Virgin Australia for operational reasons;
(ii) because you missed your connecting flight after an inbound flight on Virgin Australia or its codeshare partners and you were not provided with an Economy X seat on the other flight;
(b) Virgin Australia cancelled your flight and you were unable to be reaccommodated on another flight;
(c) we changed the aircraft and there were no Economy X seats available on the alternative aircraft;
(d) we used our right to assign or reassign your Economy X seat either before or after boarding for operational, safety, security or other reasons;
(e) you were seated in an exit row, however were assigned a standard Economy seat because you no longer wanted to sit in an exit row or no longer meet the exit row safety conditions and we were unable to accommodate you in an alternate Economy X seat; or
(f) you purchase an upgrade to another class of travel, including UpgradeMe bid and UpgradeMe Points.
2.2 There may also be circumstances where you are entitled to a refund of the Economy X fee or of your fare under the Australian Consumer Law. For more information about your rights under the Australian Consumer Law please see our consumer guarantees and refunds page.
2.3 You are entitled to a refund if you request a flight change in the manage your booking section on our website and you do not re-select an Economy X seat in your updated booking.
2.4 If you have purchased an Economy X seat and voluntarily cancel your booking, the Economy X seat fee will not be refunded. .
2.5 If we offer you a complimentary upgrade to a higher class of travel and you accept that offer, you will not be entitled to a refund of the Economy X seat purchased.
2.6 Where some of the product features are not available or utilised by you, you are not entitled to a refund unless otherwise specified in these Economy X terms and conditions or if you are entitled to a refund under the Australian Consumer Law.
2.7 Refunds can be requested by submitting a general enquiry to our Guest Contact Centre or through the manage your booking section on our website when you update your booking in accordance with clause 2.2. Economy X refunds will be refunded to the original form of payment.
2.8 Nothing in these Economy X terms and conditions will limit any rights you have under the Australian Consumer Law or any other applicable law.
3. Exit row safety conditions
3.1 Some Economy X seats are located in exit rows and guests must accept the exit row safety conditions to sit in these rows. If you change your mind and no longer wish to sit in these rows, you may move to an alternate Economy X seat for no additional fee. If no other Economy X seat is available, you will be assigned a standard Economy seat and entitled to a refund of the Economy X fee.
3.2 To be seated in an exit row seat, you must:
(a) be 15 years or older;
(b) be physically able to reach, locate and operate the emergency exit window or door, and to quickly pass through the exit;
(c) be able to understand and acknowledge instructions given by our cabin crew in English about the tasks you will be expected to perform in an emergency evacuation and read the safety card provided by our crew for that purpose;
(d) be able to check outside conditions and respond to cabin crew commands before opening an exit;
(e) be able and willing to assist the crew and other passengers in the evacuation of the aircraft;
(f) not have any condition (be it a consequence of age, frailty, injury, physical or psychological disability, mobility, vision or hearing impairment, sickness, injury or anything else) which may prevent you from performing the duties listed above;
(g) not be travelling with a carer, a guide dog or an assistance animal;
(h) not be carrying an infant; and
(i) not require the use of an extension seat belt.
3.3 Please let us know as soon as possible if you no longer meet the exit row safety conditions. If at the time of travel you no longer meet the exit row safety conditions, you will be offered an alternate Economy X seat or assigned a standard Economy seat and entitled to a refund of the Economy X fee.