IMPORTANT INFORMATION:

Bali Flights

Specials & Offers

Terms of Service

UpgradeMe

Terms and Conditions


1. Definitions

In these Terms and Conditions (where not inconsistent with the context):

“Buy Now” refers to an Eligible Guest purchasing an Upgrade by paying the price specified by Virgin Australia in the Invitation.

“Eligible Guest” refers to the recipient to whom Virgin Australia, in its absolute and sole discretion, extends an Invitation.

“Guest” means a person who has purchased a fare and who travels with Virgin Australia.

“Invitation” means an invitation that Virgin Australia extends to an Eligible Guest to make an Offer or Buy Now.

“Offer” refers to the total amount of money that an Eligible Guest has offered to upgrade all passengers in the Original Booking from the cabin class in the Original Booking to the higher cabin class to which the Invitation extends.

“Original Booking” is the fare purchased and flight sector(s) of the booking made by the Eligible Guest to which an Invitation extends.

“Upgrade” refers to an opportunity to upgrade from the cabin class in the Original Booking to a higher cabin class specified in the Invitation.

“Upgraded Booking” is the flight sector(s) of the booking for which an Eligible Guest received an Invitation and either made an Offer which has been accepted, or, purchased an Upgrade using Buy Now.

2. Upgrade Terms and Conditions

2.1. The following Terms and Conditions apply specifically to Invitations, Buy Now, Upgrade Offers and Upgraded Bookings.

2.2. All Eligible Guests carried by Virgin Australia are subject to its Conditions of Carriage and the fare rules provided at the time of purchasing a ticket.

2.3. Eligible Guests must be at least 18 years of age to Buy Now or submit an Offer.

2.4. Not all Guests are eligible for an Upgrade. Virgin Australia has the right to determine Guest eligibility at its sole and absolute discretion. To check eligibility, Guests may visit the Virgin Australia UpgradeMe Premium Bid Website and enter their booking reference number and surname in the fields provided. Alternatively, Eligible Guests who have booked their flight via the Virgin Australia website, Virgin Australia Mobile website, or Guest Contact Centre may be sent an Invitation to submit an Upgrade Offer.

2.5. Upgrades are only eligible on flights operated by Virgin Australia with tickets that contain a flight number that starts with a VA prefix at the absolute discretion of Virgin Australia. Upgrades are only available on flights, dates and destinations selected by Virgin Australia in its sole and absolute discretion.

2.6. Reward Seat bookings purchased using Velocity Points are not eligible to be upgraded via UpgradeMe. Any Seat bookings purchased using Velocity Points are eligible to be upgraded via UpgradeMe.

2.7. Seats in the Premium Economy and Business Class cabins will not be available on all flights; as such your ability to receive an Upgrade is subject to availability.

2.8. In the event Virgin Australia re-accommodates an Upgraded Guest onto another flight, for any reason other than the Guest’s default, Virgin Australia will use reasonable endeavours to transfer the Upgrade to the new flight. The transfer of Upgrades is subject to availability.

2.9. The amount of an Offer or price paid to Buy Now, are separate and additional to the amount paid for the Original Booking. The total value of the Upgraded Booking is the amount paid for the Original Booking plus the amount paid for the Offer or price paid to Buy Now.

3. Bidding for an Upgrade

3.1. Only one Offer may be submitted per flight sector in the Original Booking. An Offer may subsequently be cancelled or modified in accordance with these Terms and Conditions.

3.2. If there are multiple passengers in the Original Booking the Eligible Guest must submit an Offer to Upgrade all passengers. The Offer amount will be on a per passenger basis. The Offer amount will be multiplied by the number of passengers included in the Original Booking. The Eligible Guest that submits an Offer will be deemed to have the authority to act on behalf of and to bind the passenger(s) named or included in the Offer to these Terms and Conditions.

3.3. Eligible Guests can make an Offer by:

a. visiting the Virgin Australia UpgradeMe Premium Bid Website and entering their booking reference number and surname in the fields provided; or
b. following the link contained in an email inviting the Eligible Guest to submit an Offer.

3.4. Eligible Guests must enter their booking reference number to submit an Offer on the Virgin Australia UpgradeMe Premium Bid Website and modify or cancel the Offer.

3.5. An Offer, when submitted by an Eligible Guest, entitles the passengers named on the Offer, subject to these Terms and Conditions, to be considered for an Upgrade.

3.6. Offers can be paid for using an accepted credit card, debit card or prepaid card. The payment will only be deducted if an Offer is selected as successful.

3.7. A one dollar authorisation hold will be placed on the payment card account used to submit the Offer in order to verify the account is active. This is not a charge and this authorisation hold amount will be removed from the account when an Offer is either selected as being successful or unsuccessful.

3.8. Successful Offers will be selected by Virgin Australia in its sole and absolute discretion based on, but not limited to, any number of the following selection criteria: the amount of the Offer; the cabin class of the original booking; the Eligible Guest’s Velocity Frequent flyer status, the number of seats available in the next cabin class; the number of passengers named in an Offer; and the success rate of an Eligible Guest receiving Upgrades from previous Offers.

3.9. Virgin Australia reserves the right, in its sole discretion, to decide whether or not an Offer is successful, and makes no representation that any Guest will receive an Upgrade, regardless of whether or not seats are available in the cabin class for which an Offer is made.

a. Eligible Guests are only permitted to submit an Offer from the date on which Virgin Australia UpgradeMe Premium Bid begins accepting the submission of Offers until 26 hours prior to the scheduled departure date of the flight to which an Offer relates (Bidding End Date).
b. Eligible Guests are only permitted to modify or cancel an existing Offer from the date on which Virgin Australia UpgradeMe Premium Bid begins accepting the submission of Offers until 75 hours prior to the scheduled departure date of the flight to which an Offer related (Bidding Window). New Offers submitted after the Bidding Window has closed cannot be modified or cancelled.

3.10. Once an Offer is submitted a confirmation email will be sent to the Eligible Guest that submitted the Offer. The Eligible Guest may modify or cancel the Offer through the link in the email or by accessing the Offer from the Virgin Australia UpgradeMe Premium Bid Website, prior to the closure of the Bidding Window, provided that Virgin Australia has not already selected the Offer as being successful (which will occur no later than one day prior to the scheduled departure date of the flight to which the Offer relates) and provided the Eligible Guest has not been charged for the successful Offer. If an Offer is selected as being successful before being modified or cancelled, the Guest is legally bound to complete payment for the Offer.

3.11. All notifications concerning an Offer will be communicated to the Eligible Guest via email to the email address provided by the customer when the original Offer was submitted. For security reasons, this email address is not capable of being amended.

3.12. Offers can be assessed by Virgin Australia at any time during the period after an Offer is submitted and one day prior to the scheduled departure date of the flight to which the Offer relates. All Eligible Guests who make an Offer will be notified no later than one day prior to the scheduled departure date of the relevant flight of the outcome of their Offer.

3.13. An Offer that complies with these Terms and Conditions will be a valid offer from the time of its submission, until the time the Eligible Guest is notified whether their Offer is successful or unsuccessful, which will occur no later than one day prior to the scheduled departure date of the flight to which the Offer relates (Valid Offer). Should an Eligible Guest cancel an Offer within the Bidding Window or cancel a flight booking to which an Offer relates, the Offer will no longer be a Valid Offer.

3.14. Virgin Australia may accept an Offer at any time during the period it remains a Valid Offer. In the event Virgin Australia selects an Upgrade Offer as being successful:

a. the Eligible Guest will be notified via email and charged the full amount of the Offer; and
b. the Eligible Guest will be sent a new itinerary reflecting the Upgrade. The total amount charged includes all applicable pre-payable taxes and fees (if any) for the Upgrade. The total amount to be paid will be disclosed to the Eligible Guest prior to submission of the Offer.

4. Purchasing an Upgrade

4.1. If there are multiple passengers in the Original Booking the Eligible Guest must purchase an Upgrade for all passengers. The Eligible Guest that purchases the Upgrades will be deemed to have the authority to act on behalf of and to bind the passenger(s) named or included in the booking to these Terms and Conditions.

4.2. Eligible Guests can Buy Now by:

a. visiting the Virgin Australia UpgradeMe Premium Bid Website and entering their booking reference number and surname in the fields provided; or
b. following the link contained in an email inviting the Eligible Guest to Buy Now.

4.3. An Upgrade can be paid for using an accepted credit card, debit card or prepaid card. The payment will be deducted immediately upon purchase.

4.4. Eligible Guests are only permitted to Buy Now from the date on which Virgin Australia UpgradeMe Premium Bid invites Eligible Guests to Buy Now until 5 days prior to the scheduled departure date of the flight to which the Upgrade relates.

4.5. Upgrades purchased using Buy Now cannot be modified or cancelled by the Guest.

4.6. When an Eligible Guest purchases an Upgrade using Buy Now:

a. the Eligible Guest will be notified via email; and
b. the Eligible Guest will be sent a new itinerary reflecting the Upgrade.

5. Refunds

5.1. An Upgrade will only be refundable if one of the following conditions apply:

a. the flight for which an Eligible Guest is Upgraded is cancelled, and Virgin Australia re-accommodates the Upgraded Guest onto another flight in the original cabin class booked; or
b. the Guest is unable to be seated in the Upgraded cabin class for reasons other than the Guest’s default – including, but not limited to, a change in equipment, or a delay in a connecting flight that results in the Guest missing their connection for which they receive an Upgrade – but excluding reasons attributable to a Guest’s actions – including, but not limited to the Guest’s decision to change flights, resulting in the Guest missing the flight for which they received an Upgrade.

5.2. To apply for a refund, Guests are required to complete and submit an online Refund Request form. The request for a refund must include proof of travel for the flight in question. If a Guest is unable to provide proof of travel for the flight in question, Virgin Australia will be under no obligation to refund the amount paid for the Upgrade.

5.3. If the refund is approved, the amount of the Upgrade will be refunded to the account that was used to pay for the Upgrade.

5.4. Where refunds are approved for the reasons specified in clause 5.1, the amount paid for the Upgrade will be refunded, and Virgin Australia will have no further liability to the Guest.

5.5. Approved refunds will be processed in the currency in which the Upgrade amount was charged. Refunds are limited to the amount charged for the Upgrade. No bank-related charges will be refunded.

5.6. No refund will be issued in the case of a change in aircraft where the Upgraded cabin class is still available to the Guest.

5.7. No refund will be issued if a Guest modifies their booking after being notified that their Offer is successful or purchasing an Upgrade using Buy Now. In these circumstances Virgin Australia has no obligation to seat the Guest(s) in the Upgraded cabin class and the Upgrade will be forfeited without a refund.

5.8. Guests who select an Extra Legroom seat or Economy X for their Original Booking, then receive an Upgrade, will be entitled to a refund of the amount paid for Extra Legroom or Economy X.

6. General

6.1. The fare rules of the original ticket purchased will continue to apply to the Upgraded Booking. Fare rules include, but are not limited to, cancellation policies, change fees, baggage allowances and rules relating to the accrual of Velocity Points and Status Credits. Upgraded Guests are eligible to earn Velocity Points and Status Credits at the rate of their originally purchased tickets, not at the rate of their Upgraded fare.

6.2. Virgin Australia will use reasonable endeavours to ensure services typically available to Guests booked in the Upgraded cabin class including, Priority Check-in, Priority Baggage, Priority Boarding, Virgin Australia lounge access, and onboard meals are included in the Upgrade. However, Virgin Australia is unable to guarantee that all services typically available to Guests booked in the Upgraded cabin class will be included in the Upgrade.

6.3. Upgraded Guests are not eligible for an increased complimentary baggage allowance or complimentary limousine service transfers as part of an Upgrade.

6.4. Virgin Australia does not guarantee specific seat assignments to Guests who receive an Upgrade.

6.5. Virgin Australia will endeavour to provide but does not guarantee that Guests will be offered meals or other amenities from the Upgraded cabin class.

6.6. Virgin Australia reserves the right to modify and otherwise change these Terms and Conditions at its absolute discretion from time to time. The Terms and Conditions which apply to an Offer and Upgrade are those applying at the date an Offer is submitted or an Upgrade is purchased. These Terms and Conditions should be read in conjunction with Virgin Australia’s Conditions of Carriage, Website Terms of Use, and Privacy Policy and are hereby incorporated into and form part of these Terms and Conditions.

6.7. The failure by Virgin Australia to exercise its rights will not be construed as a waiver or relinquishment of the future performance of any of its rights, and the Guest’s obligations with respect to such future performance shall continue in full force and effect.