The overwhelming majority of Airlines, Cruise Companies and Hotels are now providing flexible terms and allowing customers to change dates or retain the full value of the booking as a credit to use at a later date. We will assist you to get the best possible outcome given your individual circumstances.
Please refer to this important information from AFTA which helps explain the process and your options.
Due to unprecedented disruptions caused by COVID-19, we are currently experiencing extremely high inquiry volumes.
To prioritise, we are currently serving customers departing within the next 30 days or who are currently overseas.
If your travel is within the next 30 days, please call us and/or email us with your departure date and reference number in the email subject line and we will assist you as soon as possible.
If your travel is not within 30 days, please do not call us. Please email us, and your enquiry will be prioritised in date of departure order.
We sincerely apologise to all our customers for any delays. We are in communication with airlines, cruise companies and hotels who are also experiencing large volumes of inquiry, and are taking longer than normal to respond.
Please understand this is an unprecedented situation and our amazing team are doing their utmost to assist you.
Rest assured we will be in touch with you as soon we can and we sincerely appreciate your patience and understanding at this time.
For official Government Coronavirus (COVID-19) travel advice please see SMARTRAVELLER.
Overseas and recently returned travellers are advised to read Australian Department of Health.
Virgin Australia have entered voluntary administration and are still operating flights albeit under the control of the Administrator.
Please be assured the Administrator and the Virgin management team are working to provide the best possible outcome for Virgin Australia customers. If you have a booking or travel credit with Virgin, at this point in time there is no need to take any action. See Virgins Facebook Page.
We will keep you updated as soon as we find out any further information.
The latest information from Virgin Australia can be found HERE