If we need to change or cancel your flight prior to your travel date, we will either contact you, or your travel agent will contact you (which may be by phone, text or email) to advise you of the change to your flight details.
If the new flight time is not suitable to you:
You can contact our Guest Contact Centre or your nominated travel agent to request a different flight time.
If we cannot make suitable alternative arrangements, you may request a Travel Bank credit or a refund of the price you paid for your impacted flight by contacting our Guest Contact Centre or your travel agent.
If we need to change or cancel your flight on your day of travel, we will notify you of the disruption as follows:
For delays within 2 hours (domestic flights) and 4 hours (international flights) of your original scheduled time of departure, the airport will make an announcement that your service has been delayed and will appear on our Flight Information Display (FID) screens at the airport.
For delays more than 2 hours (domestic flights) and 4 hours (international flights) from your original scheduled time of departure, we will contact you by text message or email using the contact details you have provided.
For flight cancellations, we will contact you by text message, phone call or email to advise you of your new service details.
If we need to cancel your scheduled service, we will move you to the next available Virgin Australia service to the same destination without charge. If the new flight time is not suitable to you:
We may seek to transfer you to a service to the same destination operated by another carrier, if this is suitable to you.
If we cannot make suitable alternative arrangements, you may request a Travel Bank credit or a refund of the price you paid for your impacted flight by contacting our Guest Contact Centre or your travel agent.
If we need to delay your scheduled service and your new flight time is not suitable to you:
We may seek to transfer you to a service operated by another carrier to the same destination if this is suitable to you.
If the delay is for 2 hours or more, we may try to move you to next available Virgin Australia service to the same destination without charge.
If we cannot make suitable alternative arrangements, you may request a Travel Bank credit or a refund of the price you paid for your impacted flight by contacting our Guest Contact Centre or your travel agent.
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 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 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 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.
If you booked your trip with Velocity Points, please contact the Velocity Membership Contact Centre from Monday to Friday between 8am and 8pm AEDT, or Saturday to Sunday between 9am and 6pm AEDT.
Please be aware that our Guest Contact Centre is experiencing high call volumes at the moment. We thank you for your patience.
