Virgin Australia: Flight change rules during COVID-19 crisis

In line with Qantas, and airlines across the world, Virgin Australia is adapting its change and cancellation policies to meet the reality of the COVID-19 crisis.

• Virgin Australia and Tigerair customers can change flights or destinations, without change fees. However, any fare increase will need to be met by customers. No mention of refunds for lesser fares.
• Domestic and international travel up to 30 June 2020 for new and existing bookings is covered
• If travel is in the next four weeks, Virgin Australia and Tigerair customers can cancel domestic or international travel without penalty and get the full value as a flight voucher in their Travel Bank, valid for 12 months.
• This does not necessarily apply to Partner airlines as they have their own options for changes to flights.

Virgin Australia will contact any customers who are affected by any flight or schedule changes that the airline has made to the customers’ flights.

Virgin Australia is taking some other actions regarding COVID-19:

“We’ve also implemented a number of new measures to continue our high health and safety standards including additional cleaning processes, and making hand sanitiser and face masks available onboard all flights. We’re also giving guests the option to move next to a vacant seat where possible.”

Danielle Keighery, Virgin Australia Chief Customer Experience Office

Advice to Virgin Australia Customers

With higher than normal call volumes, only guests booked to depart in the next 48 hours should to contact the Guest Contact Centre and the airline’s social media team. Changes to international flights booked for 12 March or after can be made through Manage My Booking.

If you booked a flight on Virgin Australia through a travel agent, then you need to contact them to change your booking.

Also, Virgin Australia is restricting this fee waiver for up to 2 booking changes for international, and only one for domestic bookings.

2PAXfly Takeout

A good and necessary move in the current environment. It also puts them in line with Qantas, and other airlines internationally.