Please be advised due to COVID-19 we are experiencing an extremely high number of calls and emails. Our Customer Care Team is at its maximum capacity and partner airlines are delaying our ability to quickly assist our customers. Most airlines will review their change and cancellations policies based on travel dates within the next four weeks.
If you are not flying before the end of March we strongly suggest delaying contacting the Customer Care Team. By waiting to change or cancel this may save you the typically high airline change or cancellation fee once airline cancellation policies are updated.
We are experiencing a high number of cancellations. This is causing an increased refund turnaround time. Please be advised that your refund may take up to 12 weeks to be finalised.
If you could please refrain from calling or emailing to enquire about the progress of your refund that would be greatly appreciated, this will reduce the load on our Customer Care team and allow for them to process the refunds in a more timely manner.
Change and Cancellations
If you are calling to change or cancel your flight, please be aware that in the vast majority of cases will still be as per normal airline fare rules.
We would suggest you wait until 4 weeks prior to travel as the airline may have changed their cancellation policy. Most airlines only have a cancellation policy based on customers travelling in the next 4 weeks.
If you have a schedule change please action these based off the options provided. If none of these options suit please contact our Customer Care team. Again, we are prioritising customers that are travelling within the next 4 weeks.
If you could please refrain from calling or emailing to enquire about the status of your schedule change request that would be greatly appreciated. Our team will respond to your request with priority being given to those travelling within the next four weeks. Rest assured we are working around the clock to assist all our customers as quickly as possible.
If you are wanting more information
Please check the latest information and advice on your relevant Government website or via Smartraveller (AU).
If you are contacting us regarding Virgin Airlines withdrawal of flights to Hong Kong
We are currently re-accommodating affected passengers onto alternative flights and will be contacting you to resolve. You are welcome to contact our Customer Care Team to discuss your options.
For assistance contact us.