Any communication regarding flight changes, delays or cancellations will be directly communicated by either Virgin Australia (via email and SMS) or your travel agent (via phone, SMS or email) (if applicable).
Please be wary of information communicated by third parties such as Flight Radar, Skyscanner and Trip Case, as the information relayed may be outdated.
For the latest updates and information regarding your flight, you can also monitor our flight status page or contact our Guest Contact Centre or your travel agent (if applicable) for further information or assistance.
If you are happy with the chosen flight you will be able to finalise your check in and retreive your boarding pass. If you want to alter the flight from the one you are booked on you can do this by selecting "view other options" and selecting an alternate flight across a 3-day window before finalising your check in and retreiving your boarding pass.
If you are happy with the updated flight details that Virgin Australia has selected for you, you will be able to finalise your check in and retrieve your boarding pass. If you are not satisfied with your updated flight details and want to change your flight, you can look at other flight options by selecting "view other options" and selecting an alternate flight across a 3-day window. Once you select a new flight, you can check in and retrieve your boarding pass.
The ability to Self Serve may not always be available. This is impacted by multiple factors, such as, but not limited to:
Time to new revised departure time
Availability
Restrictions
Please feel free to contact our Guest Contact Centre, who will be able to assist you with your request.
My flight has been cancelled, but I'm already in the airport
If we’ve moved you to another flight that is departing soon, we’ll locate your bag and move it to your new flight.
If you’ve decided not to travel with us, let our ground staff know so they can send your bag to the baggage carousel for you to collect.
If your new flight is scheduled for the following day, we’ll send your bag out to the baggage carousel for you to collect. You’ll need to check it back in on the day you are departing.
If Virgin Australia delays or cancels your flight, you may be entitled to reimbursement of additional costs if the delay or cancellation constitutes a breach of the Consumer Guarantees under the Australian Consumer Law.
Our Guest Compensation Policy sets out the compensation and assistance we will provide to you where your flight has been delayed or cancelled. Your claim should be submitted by using our Online Feedback and Claims Form in the first instance. Please keep receipts for all amounts you are claiming. We will not be able to reimburse you for any reasonable expenses if you are not able to provide us with evidence to our reasonable satisfaction that you incurred these costs. Where possible, you should take steps to mitigate costs or expenses you may incur.
You may also have additional rights (including under the Consumer Guarantees in the Australian Consumer Law, for example) where your flight is delayed or cancelled and we cannot accommodate you on to a new service within a reasonable time.
This will depend on your circumstances.
Our Guest Compensation Policy sets out the compensation and assistance we will provide to you where your flight has been delayed or cancelled.
Your claim should be submitted by using our Online Feedback and Claims Form in the first instance. Please keep receipts for all amounts you are claiming. We will not be able to reimburse you for any reasonable expenses if you are not able to provide us with evidence to our reasonable satisfaction that you incurred these costs. Where possible, you should take steps to mitigate costs or expenses you may incur.
Your booking will be automatically queued for a refund to your original form of payment, this process can take up to 21 days.
If you click on the link and are happy with the chosen flight you will be able to finalise your check in and retreive your boarding pass. If you want to alter the flight from the one you are booked on you can do this by selecting "view other options" and selecting an alternate flight across a 3-day window before finalising your check in and retreiving your boarding pass.
If you are happy with the chosen flight you will be able to finalise your check in and retreive your boarding pass. If you want to alter the flight from the one you are booked on you can do this by selecting "view other options" and selecting an alternate flight across a 3-day window before finalising your check in and retreiving your boarding pass.
The ability to Self Serve may not always be available. This is impacted by multiple factors, such as, but not limited to:
Time to new revised departure time
Availability
Restrictions
Please feel free to contact our Guest Contact Centre, who will be able to assist you with your request.
My flight has been cancelled
If Virgin Australia delays or cancels your flight, you may be entitled to reimbursement of additional costs if the delay or cancellation constitutes a breach of the Consumer Guarantees under the Australian Consumer Law.
Our Guest Compensation Policy sets out the compensation and assistance we will provide to you where your flight has been delayed or cancelled. Your claim should be submitted by using our Online Feedback and Claims Form in the first instance. Please keep receipts for all amounts you are claiming. We will not be able to reimburse you for any reasonable expenses if you are not able to provide us with evidence to our reasonable satisfaction that you incurred these costs. Where possible, you should take steps to mitigate costs or expenses you may incur.
You may also have additional rights (including under the Consumer Guarantees in the Australian Consumer Law, for example) where your flight is delayed or cancelled and we cannot accommodate you on to a new service within a reasonable time.
This will depend on your circumstances.
Our Guest Compensation Policy sets out the compensation and assistance we will provide to you where your flight has been delayed or cancelled.
Your claim should be submitted by using our Online Feedback and Claims Form in the first instance. Please keep receipts for all amounts you are claiming. We will not be able to reimburse you for any reasonable expenses if you are not able to provide us with evidence to our reasonable satisfaction that you incurred these costs. Where possible, you should take steps to mitigate costs or expenses you may incur.
Your booking will be automatically queued for a refund to your original form of payment, this process can take up to 21 days.
If you click on the link and are happy with the chosen flight you will be able to finalise your check in and retreive your boarding pass. If you want to alter the flight from the one you are booked on you can do this by selecting "view other options" and selecting an alternate flight across a 3-day window before finalising your check in and retreiving your boarding pass.
If you are happy with the chosen flight you will be able to finalise your check in and retreive your boarding pass. If you want to alter the flight from the one you are booked on you can do this by selecting "view other options" and selecting an alternate flight across a 3-day window before finalising your check in and retreiving your boarding pass.
The ability to Self Serve may not always be available. This is impacted by multiple factors, such as, but not limited to:
Time to new revised departure time
Availability
Restrictions
Please feel free to contact our Guest Contact Centre, who will be able to assist you with your request.
We prioritise based on a variety of factors to ensure that all guests can get to their destination as quickly and safely as possible. We take into account connections, booking size, velocity status, fare class, booking dates, individual requirement and availability of spots across our network of aircraft.
Self Service, Accomodation, Transport & Refunds
Our Guest Compensation Policy sets out the compensation and assistance we will provide to you where your flight has been delayed or cancelled.
This is a great question! Unfortunately, we currently are unable to offer transportation via Self Service. However, you can submit a request to claim reasonable costs, as per our Guest Compensation Policy. Hopefully, we will have this capability added soon.
A $30 meal allowance will be included in the accommodation booking, for each guest. Please see hotel staff for more details.
For refund requests, back to the Original Form of Payment. Please kindly call our Guest Contact Centre on:
13 67 89 If you're currently in Australia
+61 732 952 296 If you are calling from overseas
Otherwise, you may have the option to cancel via our Self Service link (texted or emailed) but this will credit to the Travel Bank.
This may take up to 21 business days to process.
There may be a delay between us cancelling or modifying your flight details, Whilst we aim for this to be fairly instantious, please allow up to 30 minutes to receive an email or sms from us with the new details. This may be shorter or longer depending on the scale of the disruption(s) - ie. poor weather impacting an entire location.
If you booked together the primary person on the booking will receive the notification and self service for all guests on the booking.
If you booked through a travel agent or third party, you will need to contact them to check that your best contact details were used on the booking. You are still entitled to self service.
For delayed arrivals, please contact the hotel or car hire company directly. Any modification to your booking such as a cancellation or change request, must be made by Rocket Travel. For hotels click here and for car hire click here.
Special situations
Additional assistance is provided in the event of a flight disruption. If your child’s flight is cancelled, our Cabin Crew and Ground Crew will know to keep an eye out and provide supervision at the diversion port.
We will do our best to accommodate them on another flight to their destination and if this is not possible, we will:
Arrange overnight accommodation including transfers
Always provide supervision, including in hotel accommodation
Provide food and beverage
Provide the parent/legal guardian frequent updates
You will be reaccommodated as per your booking requirements. We prioritise based on a variety of factors to ensure that all guests can get to their destination as quickly and safely as possible. We take into account individual requirement and availability of spots across our network of aircraft. For more information view our Guest Accessibility plan.
As you have booked the flight together in what is called a 'multi-booking' you will need to call our Guest Contact Centre to split that booking so that you are able to book different flights. This process cannot be split in the self-service system, if you choose another flight in this system it will re-book the entire 'multi-booking'.
If the bid was accepted to upgrade the choices given to you will account for this upgrade to business class. If you choose to take a business class seat on an alternate recovery flight, there is no extra charge as you were successful on the upgrade.
Where there is no business seat available, you will be downgraded to economy class. However as you have been downgraded a refund process can occur, once the flight has departed. The guest, can however, through SS choose an alternative service which has business class availability.
If you were unsuccessful on your upgrade the choices given to you will be as per your initial economy classe seat. If you want to bid again, You will need to resubmit your bid on your new flight (should it be available).
