Virgin Australia will refund 61,000 overcharged customers

Virgin Australia says it overcharged around 61,000 customers for ticket changes between April 2020 and March 2025.

A spokesperson told TDA that during this time, some “bookings were repriced in a way that does not align with our policy”.

Customers will be refunded.

Details

Virgin told TDA that when some customers modified their flights during this time, the price of their trip changed “in a way that does not align with [the airline’s] policy”.

The charges were applied to around 0.1% of bookings made during the period. The average amount customers will be refunded is $55.

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Virgin has notified the consumer watchdog and committed to “any additional actions necessary.”

Claims

The airline will contact eligible people by text and email. Any refunds not claimed after a year will be donated to charity.

However, if you are not contacted and believe you may be eligible, you can visit VAClaims.deloitte.com.au.