Domestic Flight changes, cancellations and refunds

We all know COVID-19 is causing unprecedented change and uncertainty in our world, but at Virgin Australia, our guests have always been, and will always be our first priority.

We understand if you can no longer travel and you need to make changes to your existing Velocity booking. Your options will depend on when you booked, when your travel is, if you booked using Velocity Points or directly through Virgin Australia and your type of booking.

If your booking is through one of our international partners you can find out more information on your options at our Velocity Airline Partners International Reward Seat Hub

If you need to make changes to your existing Virgin Australia domestic booking or can no longer travel, you can find change or refund information below.

 

Select from the two options below to learn more


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Flying to 30 destinations

As state travel restrictions begin to ease, Virgin Australia is proud to enable more travellers to return to the skies. Virgin Australia will continue to review its network in line with travel demand and as states as borders reopen. 

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Domestic travel

You can book Reward Seats and Any Seats for travel on most of Virgin Australia’s domestic network, as well as redeem Points for flight upgrades. 

You can also redeem your Points for hotel stays at over 15,000 properties across Australia, and redeem Points for car hire with Europcar.

Domestic Lounges

Virgin Australia’s lounges have re-opened with a reduced service offering. Visitors to the lounge will be able to select from Barista made coffee, light pre-packaged meals, a selection of alcoholic and non-alcoholic beverages and snacks are also on offer. Outside food is not permitted in the Virgin Australia lounge.

Inflight Service

We have simplified our inflight catering to reduce contact between guests and our crew during the COVID-19 pandemic.

Business cabin: Each guest will receive a snack box containing a selection of delicious pre-packaged foods appropriate to the time of day. A range of hot and cold drinks, including beer and wine, are available on all flights.

Economy cabin: A complimentary snack and water will be offered on all flights. The sale of food and beverages onboard has been temporarily paused.

Velocity Airline Partners International Reward Seat Hub

Information for Velocity members on routes available to book, pre-departure requirements, and changes and cancellations.

Velocity members can now book using their Points for international Reward Seats on Virgin Australia and selected Airline Partners from 2 November 2021. Available routes and travel dates vary by airline. Please see the tables below for more information.

International flight changes and cancellations

With evolving border changes and restrictions, it is important you have flexibility when booking and flying.

To give you greater peace of mind when booking your next Reward Seat, we’ve extended our Flexible Flying policy for international Reward Seats for travel up to 31 December 2022. We're offering unlimited changes and waiving the change or cancellation fees. Changes must be made prior to your travel date, and fare differences may apply. Where you choose to cancel under the Flexible Flying policy, your Points redeemed for the Reward Seat booking will be recredited to your Velocity account (excluding any booking fees).

 To change or cancel your flight contact our membership contact centre.

  • Bookings for travel up to 31 December 2022

    Reward Seat bookings for travel up to 31 December 2022

  • Unlimited changes permitted with no change fee

    Unlimited changes permitted with no change fee*

  • Cancel with no cancellation fee

    Cancel your flight with no cancellation fee*

Contact us

*Change or cancel without a fee for International Reward Seats for travel up to 31 December 2022. Changes must be made prior to travel date. Fare differences may apply. Cancellations must be made 24 hours prior to departure date. Cancellations with refund to other forms of payment as per fare rules.

Important Information for International Travel

The Australian Government has implemented international travel restrictions for Australia. We recommend checking the latest information and advice on the relevant Government websites. The Australian Government information is available at the Border Force website, Department of Health website and Smartraveller.

It is your responsibility to ensure you meet the current COVID-19 travel regulations for your departure point, destination, and any transit points.

Please visit the Virgin Australia COVID hub for more information in helping you plan your International flight with Virgin Australia.

If you are travelling with one of our Airline Partners:


Pre-departure Information
There may be PCR Covid-19 testing and other destination country and carrier-specific requirements that you are required to comply with before departure. It is your responsibility to meet these requirements, so you should consult your airline’s website and your destination country’s international travel requirements. 

Booking your Reward Seat
When booking your Reward Seat with Virgin Australia or with Partner Airlines, it is important you provide us with your contact details, so that we can try to let you know as soon as possible in the event of a flight change or cancellation.

Reward Seat bookings can be made online for Virgin Australia, Singapore Airlines, Etihad Airways, Delta Air Lines and Air Canada.
Reward Seat bookings with Hawaiian Airlines, Virgin Atlantic and South African Airways can be made via our Membership Contact Centre on 13 18 75.

Airline routes and
travel dates

Destinations available for booking a Reward Seat are determined by our partner airlines and may be subject to COVID-19 restrictions. Our partner airlines will progressively improve availability with more routes and destinations for Velocity members in the near future.

Airline Description
Virgin Australia From 2 November 2021 Velocity members will be able to redeem points for Reward Seats and cabin upgrades on our International Short Haul Network to Fiji, Bali and Queenstown, New Zealand. Not all flights will have Reward Seats or upgrade seats available. Available travel dates will vary for each route.
Etihad Airways Etihad has restored flights from Abu Dhabi to Sydney and Melbourne from early November.  From 2 November 2021 Velocity members are able to redeem Points for flights across the Etihad network.  Note that the routes operated by Etihad may be subject to COVID-19 restrictions, and not all flights will have Reward Seats available. Available travel dates will vary for each route.
Delta Air Lines Delta is progressively adding capacity to the Australian market following changes to Australian Government border regulations.  From 2 November 2021 Velocity members are able to redeem Points for flights across the Delta Air Lines network.  Note that the routes operated by Delta Air Lines may be subject to COVID-19 restrictions, and not all flights will have Reward Seats available. Available travel dates will vary for each route.
Singapore Airlines We are working closely with Singapore Airlines to plan for the reintroduction of Reward Seats and the ability for members to transfer Points between the Velocity and KrisFlyer programs.  Please review this page for the latest updates. Available travel dates will vary for each route.
Air Canada From 2 November 2021 Velocity members are able to redeem Points for flights across the Air Canada network, including between Sydney and Vancouver.  The ability for Velocity members to book Reward Seats between
Brisbane and Vancouver is currently under unavailable but constantly under review, as border restrictions are eased. Note that the routes operated by Air Canada may be subject to COVID-19 restrictions, and not all flights will
have Reward seats available. Available travel dates will vary for each route. 
Hawaiian Airlines Hawaiian Airlines is restarting services between Sydney and Honolulu on 15 December 2021 and is planning to restart services between Brisbane and Honolulu in 2022.  From 2 November 2021 Velocity members are able to redeem Points for flights across the Hawaiian Airlines network.  Note that the routes operated by Hawaiian Airlines may be subject to COVID-19 restrictions, and not all flights will have Reward Seats available. Reward Seats on Hawaiian Airlines must be booked through our Membership Contact Centre. Available travel dates will vary for each route. 
Virgin Atlantic From 2 November 2021 Velocity members are able to redeem points for flights across the Virgin Atlantic network.  Note that the routes operated by Virgin Atlantic may be subject to COVID-19 restrictions, and not all flights will have Reward Seats available.  Reward Seats on Virgin Atlantic must be booked through our Membership Contact Centre. Available travel dates will vary for each route.
South African Airways From 2 November 2021 Velocity members are able to redeem points for flights across the South African Airways network.  Note that the routes operated by South African may be subject to COVID-19 restrictions, and not all flights will have Reward Seats available.  Reward Seats on South African Airways must be booked through our Membership Contact Centre. Available travel dates will vary for each route. 

 Reward Seats are subject to availability. Availability of redemption seats will increase as partner airlines introduce more services to and from Australia.

HNA Group Airlines: Our Reward Seat proposition on Hainan Airlines, Hong Kong Airlines and Capital Airlines is currently suspended. We will provide more information as these airlines rebuild their network of flights.

Baggage and Connecting flights

Baggage transfers and through check-ins are not currently available from Virgin Australia Domestic flights to Virgin Australia International and Partner International flights. The operating airline must check that you have met any travel requirements before clearing you, and your baggage, for travel. Please refer to the Airline Partner page you are flying for more information.

Special Offer

Bonus Points and Status Credits

To celebrate the return of international travel, earn up to 6,000 bonus Points and 60 Status Credits* when you book and fly with one of our partner airlines departing Australia for travel until 30 June 2022.

*Terms and conditions apply.

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Manage your account

Log in to My Velocity to manage your redemption bookings, view your account activity and more.