Virgin Australia has launched its new “Itinerary Change Claim Program”, aimed at refunding thousands of passengers who were incorrectly charged for modifying their flight bookings over a period of nearly five years.
The Australian airline identified a system issue that resulted in incorrect pricing for itinerary changes requested by customers between April 21, 2020, and March 31, 2025. Approximately 61,000 passengers—around 0.1% of all bookings during that time—were affected by the erroneous charges.
A Virgin Australia spokesperson stated: “We sincerely apologize to the impacted passengers and have launched a Claim Program under which all eligible customers are being proactively contacted to process their refunds.” The average refund per passenger is estimated at $55 AUD, including GST.
After discovering the issue, Virgin Australia conducted an internal investigation, corrected the specific technical problems in its systems, and carried out a comprehensive review of its internal processes. The airline has also implemented formal governance for managing its Booking and Ticketing Policy.
“At Virgin Australia, we want to do the right thing—and that means acknowledging when we make a mistake and fixing it,” the spokesperson added.
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To streamline the refund process, the airline has enlisted Deloitte Australia, which will manage the claims and communicate with affected passengers through a dedicated portal.
Virgin Australia has also proactively notified the Australian Competition and Consumer Commission (ACCC) and will cooperate fully with the regulator on any further actions required.
Process for Affected Passengers
Eligible passengers will first receive an email from Virgin Australia, followed by communications via SMS and email from Deloitte on behalf of the airline. These messages will outline the steps required to submit a refund claim.
The program will remain open for 12 months, allowing passengers to file claims within that period. Those who believe they are eligible but have not been contacted can register directly through the Deloitte-managed portal to check their case: www.VAClaims.deloitte.com.au.
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