Virgin Australia is in the process of refunding approximately 61,000 customers who were overcharged due to errors in their ticket pricing system. This issue occurred between April 21, 2020, and March 31, 2025, affecting roughly 0.1% of the bookings made during that timeframe.
The airline acknowledged the mistake where ticket prices were incorrectly adjusted following itinerary changes. A spokesperson explained that the repricing did not align with Virgin Australia’s established policies for modifying bookings. As a result, the airline is proactively reaching out to impacted customers, offering an average refund amounting to $55.
In a statement, Virgin Australia expressed regret over the situation and announced a dedicated “itinerary change claim program” to manage the refunds effectively. The airline aims to rectify the situation by compensating those affected and has engaged Deloitte Australia to expedite the claims process. Customers will have the opportunity to submit claims for up to 12 months, with any unclaimed amounts being directed to charity.
Additionally, Virgin Australia has informed the Australian Competition and Consumer Commission (ACCC) of the issue and is committed to fulfilling any obligations that arise from this notification. The airline has retained the necessary details of all affected customers, ensuring that both Virgin and Deloitte will communicate directly with them regarding the refund process.
In summarising its intentions, the airline insists on taking accountability and ensuring that its operations run smoothly for all customers. Virgin Australia’s initiative to resolve this error reflects its commitment to customer satisfaction and transparency.