Bookings

What is our Fare Promise?


At Virgin Australia, we pride ourselves on giving our guests the best service and price value.

That is why we are offering the Virgin Australia Fare Promise.

Fare Promise guarantees that if you find a lower price for an eligible domestic Virgin Australia flight on an eligible third party website, we will not only match that price – Velocity Frequent Flyers will receive a bonus 500 Points per booking.

* View full Terms and Conditions.

How do you make your claim?


How to claim before you have booked your flight (Pre-Booking Claim):

  1. Find the Virgin Australia fares you wish to compare at virginaustralia.com and the Virgin Australia fares on an eligible third party website.
  2. Call our Guest Contact Centre team to request a fare promise claim.
  3. Have ready the website address where you found the cheaper Virgin Australia fare.
  4. Our team will use the Fare Promise Eligibility criteria to compare the Virgin Australia fares between virginaustralia.com and the third party website in real time.
  5. If the comparison meets the Fare Promise Eligibility criteria+, our team will be able to make the booking for you and honour the lower fare price.
  6. We’ll send you an itinerary within 24 hours.
  7. Velocity Points will be loaded to the nominated travelling Velocity membership account within three weeks after successful claim and booking.

How to claim after you have booked your flight (Post-Booking Claim):

  1. Submit a fully completed Fare Promise Claim Form by 11.59pm AEST on the same day that you make and pay for your Virgin Australia booking on virginaustralia.com.

  2. Your Fare Promise Claim Form must contain:

    • A booking reference for the confirmed and current Virgin Australia booking you have made on virginaustralia.com.
    • A screenshot stamped with the time and date of the third party website displaying the Virgin Australia fare that meets the Fare Promise Eligibility criteria+ for a lower fare amount in Australian dollars (total amount inclusive of mandatory fees, taxes and surcharges, excluding card and transaction fees and commission)
  3. If the comparison meets the Fare Promise Fare Promise Eligibility criteria+, you will be refunded or receive a Travel Bank credit for the difference between the cost of the Virgin Australia fare and the third party website fare. You will be notified within 3 working days as to whether your claim was successful. We will process your refund within 21 days after notification that your claim was successful. Refunds will be to the original form of payment used to pay for the Virgin Australia booking with the exception of POLi whereby refunds will be to a Travel Bank account.
     
  4. Velocity Points will be loaded to the nominated travelling Velocity membership account within three weeks after successful claim.

+ Fare Promise Eligibility Criteria – what makes your claim eligible?


Details on the third party website must be visible to our Guest Contact Centre agent at the time of claim. All the below elements should be exactly the same on both virginaustralia.com and third party websites:

  • Domestic flights operated by Virgin Australia, Virgin Australia Regional Airlines or Virgin Australia International (i.e. no codeshare flights operated by our codeshare partner airlines)
  • Full-priced fare (excluding non-mandatory fees & taxes eg. for credit cards payments)
  • Domestic flights (no International long haul, short haul or Trans-Tasman leg or segment)
  • Prices on third party website:
    • quoted in Australian dollars (GST amount must be quoted) without the use of a currency converter (including mandatory taxes and fees but excluding credit card fees and commission)
    • that is operated by a licensed Australian Travel Agency whereby tickets are issued in Australia
  • Same number and type of travellers (adults and children).
  • Same date and time of travel
  • Same fare inclusions (i.e. baggage, meals)
  • Same travel class/fare type (i.e. economy, business / Getaway, Premium, Business)
  • Same routes
  • Same Virgin Australia flight numbers (i.e. VAxxx)
  • Same journey type (one way, return)
  • For post-booking claims, the booking reference for the confirmed and current Virgin Australia booking must be made through the Virgin Australia website or app. 

+ What makes your claim ineligible?


  • Domestic flights not operated by Virgin Australia, Virgin Australia Regional Airlines or Virgin Australia International
  • International flights or bookings containing one or more International legs or segments (Long Haul, Short Haul, and Trans-Tasman)
  • Velocity Reward fares (fares that can be paid using Velocity Frequent Flyer Points)
  • Virgin Australia or third party website fares that are part of a package deal
  • Virgin Australia or third party website fares that are discounted based on promotions (for example, Virgin Australia Happy Hour)
  • Virgin Australia or third party website fares that are based on promotions requiring a promo code
  • Virgin Australia or third party website fares that are on sale
  • Virgin Australia or third party website fares discounted by means other than money, for example, use of coupons and membership cards
  • Prices on third party websites in currencies other than Australian dollars
  • Itineraries that include one or more non-Virgin Australia flight numbers
  • Prices quoted on websites that do not have the capability to confirm the booking and accept payment (for example, websites that link through to a third party's website or search engines)
  • Special negotiated rates such as travel agent, staff, corporate, group or membership rates or rates that are only available to people who have subscribed to or become a member of a website
  • Unauthorised resellers (i.e. eBay seller selling their booked flights on eBay)
  • Prices that are lower as a result of an error by the third party website
  • Prices that Virgin Australia is unable to verify, using reasonable means
  • Prices on a website being displayed as a result of pricing/inventory caching error on the website
  • Screenshots of the third party website that do not include all required content:
    • date and timestamp
    • Virgin Australia flight details
    • Price breakdown/summary 

 

Terms and Conditions


  • The fare to compare is the fare including mandatory fees and taxes but excluding credit card and transaction fees and commissions.
  • Virgin Australia reserves the right to withdraw the Fare Promise promotion at any time without prior notice.
  • Virgin Australia reserves the right to modify or alter the Fare Promise Eligibility Criteria+ and Terms and Conditions at any time without prior notice.
  • The Eligibility Criteria+ and Terms and Conditions effective at the time of claim will be used to determine the eligibility of your claim.
  • Virgin Australia will have final authority on the interpretation of the Eligibility Criteria+ as well as the Terms and Conditions.
  • Virgin Australia will have the final and binding decision on the eligibility of your claim and will not engage in any correspondence thereafter, unless otherwise deemed as required by Virgin Australia.
  • A claim cannot be processed if at the time of claim, the Virgin Australia website or third party website is experiencing schedule/unscheduled maintenance or outages.
  • A valid Fare Promise claim cannot be deferred to a later date for purchase.
  • For Pre-Booking Claims that meet the Eligibility Criteria+, Virgin Australia will honour the lower fare price at the time of claim. Once your booking is created by our Guest Contact Centre, you will receive the Itinerary within 24 hours.
  • For Post-Booking Claims that meet the Eligibility Criteria+, Virgin Australia will refund or you will receive a Travel Bank credit for the fare difference between the fare on virginaustralia.com and the fare on the third party website. You will be notified within 3 working days as to whether your claim was successful. We will process your refund within 21 days after notification that your claim was successful. Refunds will be to the original form of payment used to pay for the Virgin Australia booking with the exception of POLi whereby refunds will be to a Travel Bank account.
  • The Guest Contact Centre fee will not apply to Fare Promise bookings that meet the Eligibility Criteria+. Add a Booking and Service fee of $7.70 per person per booking when using a credit or debit card or PayPal.
  • Changes and cancellations to bookings created as part of Virgin Australia Fare Promise can be completed by calling our Guest Contact Centre or can be made online , in accordance with the Virgin Australia Web and Mobile fare rules. To earn and redeem Velocity Points you must be a Velocity member. Velocity membership and Points earn and redemptions are subject to the Member Terms and Conditions, as amended from time to time.
  • 500 Velocity Points will be allocated per successful Fare Promise claim to a nominated passenger on the booking, provided that a valid Velocity membership number is present at time of claim. Members should allow up to 3 weeks after claim approval for the bonus Points to be allocated.

 

Frequently Asked Questions


What is Fare Promise?

Fare Promise guarantees that if you find a lower price for a Virgin Australia flight on a third party website that meets the Eligibility Criteria+, we will match that price.

How can I make a claim?

How to claim before you have booked your flight:

  1. Find the Virgin Australia fares you wish to compare at virginaustralia.com and a third party website.
  2. Call our Guest Contact Centre team to request a fare promise claim.
  3. Have ready the website address where you found the cheaper Virgin Australia fare.
  4. Our team will use the Fare Promise Eligibility Criteria to compare the Virgin Australia fares between virginaustralia.com and the third party website in real time.
  5. If the comparison meets the Fare Promise Eligibility Criteria+, our team will be able to make the booking for you and honour the lower fare price.
  6. We’ll send you an itinerary within 24 hours.
  7. Velocity Points Offer will be loaded to the nominated membership account within two weeks of from the day of successful claim and booking.

How to claim after you have booked your flight (Post-Booking Claim):

  1. Submit a fully completed Fare Promise Claim Form by 11.59pm AEST on the same day that you make and pay for your Virgin Australia booking on virginaustralia.com.

  2. Your Fare Promise Claim Form must contain:

    • A booking reference for the confirmed and current Virgin Australia booking you have made on virginaustralia.com.
    • A screenshot stamped with the time and date of the third party website displaying the Virgin Australia fare that meets the Eligibility Criteria for a lower fare amount in Australian dollars (total amount inclusive of mandatory fees, taxes and surcharges, excluding card and transaction fees and commission)
  3. If the comparison meets the Fare Promise Eligibility Criteria+, you will be refunded or receive a Travel Bank credit for the difference between the cost of the Virgin Australia fare and the third party website fare. You will be notified within 3 working days as to whether your claim was successful. We will process your refund within 21 days after notification that your claim was successful. Refunds will be to the original form of payment used to pay for the Virgin Australia booking with the exception of POLi whereby refunds will be to a Travel Bank account.
  4. Velocity Points will be loaded to the nominated travelling Velocity membership account within three weeks after successful claim.

What do I need to make a claim?

For claims before you have booked your flight, you will need to have the third party website address available where you found the cheaper fare for our claims team to process the claim.

For a claim after you have booked your flight, you will need to complete a Fare Promise Claim Form and include the following in your claim:

  • A booking reference for the confirmed and current Virgin Australia booking you have made on virginaustralia.com.
  • A screenshot stamped with the time and date of the third party website displaying the Virgin Australia fare that meets the Eligibility Criteria for a lower fare amount in Australian dollars (total amount inclusive of mandatory fees, taxes and surcharges, excluding card and transaction fees and commission)
  • A screenshot displaying the advertised flight date/route + web address

Who will receive the Velocity Points Offer?

One passenger only can be nominated to receive the bonus Velocity Points offer. They must provide their Velocity Frequent Flyer number.

When will I receive the Velocity Points Offer in my account?

The Velocity Points Offer will be loaded into the membership account within three weeks of successful claim and booking.

Can I access and manage my Fare Promise booking online?

For a Fare Promise booking made over the phone by the Guest Contact Centre (pre-booking claim), you will be able to access the booking through our online manage booking tool to view your itinerary and you will be able to make changes or cancel your booking online.

For a Fare Promise post-booking claim, you will be able to access the booking through our online manage booking tool to view your itinerary. You will not be able to change or cancel the booking online.

How can I change my booking created through the Fare Promise?

For a Fare Promise booking made over the phone by the Guest Contact Centre (pre-booking claim), you will be able to make changes to your booking online, or changes can be completed by our Guest Contact Centre, in accordance with the Virgin Australia fare rules.

For a Fare Promise post-booking claim, changes can only be completed by our Guest Contact Centre.

How can I cancel my booking created through the Fare Promise?

For a Fare Promise booking made over the phone by the Guest Contact Centre (pre-booking claim), you will be able to cancel your booking online, or cancellations can be completed by our Guest Contact Centre, in accordance with the Virgin Australia fare rules.

For a Fare Promise post-booking claim, cancellations can only be completed by our Guest Contact Centre.

Do I have to pay the Guest Contact Centre a fee to cancel or change the booking through the Guest Contact Centre?

Changes and cancellations will be in accordance with the Guest Contact Fees schedule and the Virgin Australia fare rules.

Can I make a claim if I have already made the booking?

Yes, you can. You must submit a fully completed Fare Promise Claim Form by midnight (11.59pm) AEST on the same day that you made and paid for your Virgin Australia booking on virginaustralia.com.

Can I check-in for my Fare Promise booking online?

Yes, online check-in will be in accordance with the Virgin Australia Web and Mobile check-in rules.
 

 

Fare Promise Claim Form

To make your claim, please complete the information below.

Step 1 of 4: Primary Passenger Details





Step 2 of 4: Your Virgin Australia Itinerary





Step 3 of 4: Eligible Lower Fare Details


The website address must end in ".au" and is operated by a licensed Australian Travel Agency whereby tickets are issued in Australia (GST amounts must be quoted).




Step 4 of 4: Terms and Conditions
Google recaptcha verification section