Virgin Australia

refund policy – how to claim your money back

You're eligible for a refund from Virgin Australia in these scenarios:

• ✈️ Virgin cancels or significantly changes your flight: You’re entitled to a full refund or Travel Bank credit if no alternative flight works for you.
  
  
• ✔️ Refundable fare (Flex or Business): You can cancel and request a refund (Flex fares may incur a cancellation fee).
  
  
• 🛡 Cancel For Any Reason add-on: If purchased, this lets you cancel and receive 80–100% of your fare refunded, even on non-refundable tickets.
  
  
• 🤝 Compassionate cases: Illness or death in the family may qualify for refund (case by case, documentation required).
  
  

🚫 Refunds typically not available if:

• You booked an Economy Lite or other non-refundable fare and cancelled voluntarily.
  
  
• You didn’t show up (“no-show”) without cancelling.
  
  
• The ticket has expired (usually 12 months from booking).
  
  
• You cancel but don’t meet the fare rules or add-on conditions.
  
  
• You booked via a travel agent – you’ll need to request your refund through them.
  
  

💡 Tip: Always check your fare type in the confirmation email and Virgin’s Fare Rules to avoid surprises.

1. 📋 Confirm eligibility:
   
   
   • Check fare conditions and whether Virgin cancelled or you did.
     
     
   • Confirm if you're entitled to cash or only credit (Travel Bank).
     
     
2. 🧾 Cancel your booking:
   
   
   • Use the Manage Booking tool online.
     
     
   • If the flight is soon or you've checked in, call 13 67 89.
     
     
3. 📨 Submit your refund request:
   
   
   • Call the Guest Contact Centre (13 67 89 in Australia or +61 7 3295 2296 overseas).
     
     
   • Or submit the General Enquiry form.
     
     
4. 📑 Provide documentation (if needed):
   
   
   • For compassionate refunds, attach medical or legal proof.
     
     
   • For standard refunds, booking details are enough.
     
     
5. 📧 Wait for confirmation:
   
   
   • Virgin will email you once the refund is processed.
     
     
   • Keep your refund reference number and monitor your account.
     
     

💡 Reminder: If you got a credit but prefer a refund (for airline-caused cancellations), you can call and request a conversion to cash.

💡 Lesson: Know your fare, be persistent if needed, and always escalate respectfully if your case stalls.

• 🗓 Virgin aims to process refunds within 21 days from request approval.
  
  
• Most refunds appear within 5–10 business days after approval.
  
  
• Travel Bank credits are usually applied almost instantly once processed.
  
  
• Payment method affects speed:
  
  
  • Cards: 3–7 business days (after Virgin issues it).
    
    
  • PayPal: Often same day.
    
    
  • Travel Bank: Immediate.
    
    
  • Afterpay/Zip: Adjusted payment plan—could take a few days on their side.
    
    

💡 If you haven’t received your refund within 21 days, follow up with Virgin's support team and reference your refund number.

• 💳 Original payment method:
  
  
  • Credit/debit card → same card.
    
    
  • Travel Bank credit → back into Travel Bank.
    
    
  • PayPal → back to PayPal.
    
    
  • Velocity Points → re-credited to Velocity account.
    
    
• 📚 Via travel agent: Virgin refunds the agency. You must claim the refund from the agent, not directly.
  
  
• 🛍 Travel Bank credit:
  
  
  • Standard option for canceled Economy Choice/Lite fares.
    
    
  • Valid for 12 months (or 5 years if a U.S. flight was involved).
    
    
  • Can be used for flights or extras (for yourself or others).
    
    
• ⚠️ No cross-account refunds: Refunds always go back to the original payment source.
  
  

💡 If your card/account has closed, coordinate with your bank - they usually reroute refunds to your current account.

• ❌ Booked non-refundable fare: No cash refund if you cancel Economy Lite.
  
  
• ❌ Wrong refund channel: Booked via a travel agent? The refund must come from them.
  
  
• ⏳ Long delays: Rare now, but if no refund after 21 days, follow up.
  
  
• 📬 Credit instead of cash: You must request cash specifically if the airline cancelled your flight.
  
  
• ❓ No confirmation email: If you didn’t get one, your refund might not be lodged. Follow up.
  
  

💡 Pro tip: Always request email confirmation, and don’t assume cancelling online = refund request lodged.