Virgin Australia Announces Refunds for Customers Impacted by Booking Fee Errors
Virgin Australia has committed to issuing refunds to approximately 61,000 customers who were inadvertently charged excessive fees when modifying their travel itineraries over a five-year span.
An internal review revealed that between April 2020 and March 2025, certain passengers paid more than the stipulated rate for changes made to their bookings – a deviation from established company policy. This affected roughly 0.1% of all reservations during that period.
The average refund amount is projected to be AU$55 (equivalent to around £26). The airline has implemented measures to rectify the situation and prevent future occurrences.
To expedite the claims process, Virgin Australia has engaged Deloitte Australia. Affected individuals have a 12-month window to submit their claims, and the airline will proactively reach out to impacted customers with detailed instructions on how to receive their refunds.
“We sincerely apologize to those guests affected by this issue,” stated a Virgin Australia spokesperson. “Through our Itinerary Change Claim Program, we are actively contacting all eligible individuals to process their refunds.”
The spokesperson further emphasized the airline’s commitment: “A dedicated team has been working diligently to resolve this matter and implement safeguards against recurrence. Unclaimed funds will be directed towards charitable causes.”
The Australian Competition & Consumer Commission (ACCC) has been informed of the overcharging issue, and is currently engaged with Virgin Australia to evaluate the adequacy of their remedial actions.
Virgin Australia provides flights across a wide network, including popular domestic destinations such as Melbourne, Sydney, Brisbane, and Gold Coast. The airline also operates routes to international locations like London, Paris, Rome, Athens, Bali, and Fiji.
- Domestic Destinations: Melbourne, Sydney, Brisbane, Gold Coast
- International Destinations: London, Paris, Rome, Athens, Bali, Fiji
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