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 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?

Find the fares you wish to compare at virginaustralia.com and an eligible third party website.
Call our Guest Contact Centre team to request a fare promise claim.
Have ready the website address where you found the cheaper fare.
Our team will use the Fare Promise Eligibility criteria to compare the fares between virginaustralia.com and the third party website in real time.
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.
We’ll send you an itinerary within 24 hours.
Velocity Points will be loaded to the nominated travelling Velocity membership account within three weeks after successful claim and booking.

+ 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:

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)
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)
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 ends in '.au'
- 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 / Flexi, Business, Saver)
Same routes
Same Virgin Australia flight numbers (i.e. VAxxx)
Same journey type (one way, return)
Prices on a third party website that ends in ‘.au’ and is operated by a licensed Australian Travel Agency whereby tickets are issued in Australia (GST amount must be quoted)

+ What makes your claim ineligible?

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
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 that doesn't end in ‘.au’ or is not operated by a licensed Australian Travel Agency
Prices on a website being displayed as a result of pricing/inventory caching error on the website

Terms and Conditions

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. If you are eligible, 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.
The Guest Contact Centre fee will not apply to eligible Fare Promise bookings. 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 only be completed by calling our Guest Contact Centre and in accordance with the relevant 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 an eligible Virgin Australia flight on an eligible third party website, we will match that price.

How can I make a claim?

You can claim by following the below steps:

Find the fares you wish to compare at virginaustralia.com and an eligible third party website.
Call our Guest Contact Centre team to request a fare promise claim.
Have ready the website address where you found the cheaper fare.
Our team will use the Fare Promise Eligibility Criteria to compare the fares between virginaustralia.com and the third party website in real time.
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.
We’ll send you an itinerary within 24 hours.
Velocity Points Offer will be loaded to the nominated membership account within two weeks of from the day of successful claim and booking.

What do I need to make a claim?

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.

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 2 weeks of successful claim and booking.

Can I access and manage my Fare Promise booking online?

You will be able to access the booking through our online manage booking tool and 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?

Changes can only be completed by our Guest Contact Centre.

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

Cancellation 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?

No, however, Changes and Cancellations will be in accordance to the fare rules.

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

Not at this point in time.

Can I check-in my Fare Promise booking online?

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