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🇦🇺 Australia /Economy & Trade

Virgin Australia customers have one month to use COVID travel credits

From ABC Australia · () English

Translated from English, summarized and contextualized by DistantNews.

At a glance

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  • Virgin Australia customers have until June 30 to use COVID-19 flight credits, which must also be used for flights by that date.
  • The airline states over 90% of credits have been claimed, with remaining balances seeing little usage.
  • Consumer advocates urge Virgin Australia to offer refunds for unused credits, citing reasons like changed travel needs or increased flight prices.

Virgin Australia customers holding COVID-19 travel credits face a looming deadline, with all credits needing to be booked and flown by June 30. The airline issued these credits for flights cancelled during the pandemic between April 21, 2020, and July 31, 2022.

Any unused credit can still be used on future flights up until 30 June, with Virgin Australia or our partners, either for the named individual or for a family member or friend.

— Virgin Australia spokespersonExplaining the conditions for using COVID-19 flight credits.

Despite efforts to remind customers, Virgin Australia reports that over 90% of these credits have already been claimed. A spokesperson noted that the remaining balances are seeing "almost no usage," with over 90% of accounts showing no activity for more than three years. As of late February, the airline held approximately $93 million in unclaimed credits.

Despite extensive efforts and regular reminders to our customers, the remaining credit balances are seeing almost no usage.

— Virgin Australia spokespersonDescribing the low usage of outstanding COVID-19 flight credits.

Consumer advocacy group Choice is urging Virgin Australia to offer refunds to customers who cannot use their credits by the deadline. "Many consumers book flights for a specific purpose," said Andy Kelly, Choice's communications and campaigns director. "If the flight is cancelled, they may no longer have a reason to fly." He highlighted situations where travelers might be too unwell to fly or face significantly higher flight prices, making it difficult to use the credit.

Over 90 per cent of remaining accounts with COVID credits have had no activity for over three years.

— Virgin Australia spokespersonHighlighting the lack of recent activity on many outstanding credit accounts.

Meanwhile, Qantas and its subsidiary Jetstar have taken different approaches. Qantas eventually removed expiry dates on its COVID credits but now only allows them to be redeemed as refunds, which customers must request by calling the airline. Jetstar also ensured its credits would not expire. Choice argues that under Australian Consumer Law, customers are generally entitled to a remedy when a service is cancelled.

Many consumers book flights for a specific purpose. If the flight is cancelled, they may no longer have a reason to fly.

— Andy KellyExplaining why consumers might not be able to use their flight credits.
DistantNews Editorial

Originally published by ABC Australia in English. Translated, summarized, and contextualized by our editorial team with added local perspective. Read our editorial standards.

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