Virgin Australia Itinerary Change Claim Program

In April 2025, Virgin Australia launched its Itinerary Change Claim Program (Program) for eligible guests who were charged an incorrect amount for ticket changes made from 21 April 2020 to 31 March 2025.

What happened

We became aware of some issues in the way a number of bookings were being repriced when guests requested itinerary changes. In response, we immediately launched an internal investigation to understand what happened, the impact on our guests and took a number of actions to prevent this from occurring in the future.

We sincerely apologise to those guests impacted.

This issue involved approximately 0.1 percent of all bookings processed from 21 April 2020 to 31 March 2025 and the average refund amount was $55 per guest (including GST).

What did we do

At Virgin Australia, we want to do the right thing and that means acknowledging when we don’t get things right and fixing it. 

We worked to: 

  • Fix specific technical issues in the relevant systems; and
  • Complete a wide review of the relevant processes across the business and implement formal governance to support the ongoing management of our Booking and Ticketing Policy.

This work is complete, and we communicated with all guests entitled to a refund and processed their payments when claimed. To help expedite this process for our guests, we engaged specialists at Deloitte Australia (Deloitte).

How to claim a refund

If you are eligible for a refund, you would have received an email from Virgin Australia, followed by communications from Deloitte on behalf of Virgin Australia via SMS and email. 

If you have not claimed your refund yet, eligible guests should contact Virgin Australia Customer Care by emailing virginaustraliacustomercare@virginaustralia.com, with subject line ‘Itinerary Change Claim Program’, to make a claim.

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