New email update:
Thank you for your patience as we waited for further direction from the administrators regarding your request for a refund or travel credit.
As Virgin Australia Airlines is in voluntary administration, our ability to provide a refund or travel credit for cancelled flights and other services is affected.
Due to the current circumstances, we are unable to offer refunds or a travel credit for cancelled flights if you purchased your ticket before the relevant Virgin Australia Group entities entered into voluntary administration on 20 April 2020.
However, the administrators have arranged for a conditional credit to be provided to you for use on domestic flights operated by Virgin Australia Airlines or Virgin Australia Regional Airlines during the period of administration.
Your conditional credit will be for the same amount paid for your original ticket, comprising the cost of the fare for the flight and taxes (excluding fees), and the fees paid for ancillary services to be provided by the airline.
In order to use your conditional credit, you will need to call our Guest Contact Centre on 13 67 89 (if calling from within Australia) or +61 7 3295 2296 (if calling from outside Australia) to book your travel.
Initially, conditional credits will be valid for travel during the period of administration; however, depending on how the business is structured in the future, a new owner may honour these credits after administration.
If you choose not to use the conditional credit, your rights will depend on the outcome of the administration process. At this stage, it is expected that this will be finalised by, at the latest, mid-August, although this date may change. Further information about the administration process including what rights you have during this process and how to contact the administrator is available here.
Further information about conditional credits and how they can be used is available here.
Thank you for your continued support and we look forward to having you fly with us again soon.