iscover
Virgin Australia says it is continuing to reach out to customers over around $90 million in COVID-19 flight credits slated to expire on 30 June.
The carrier says more than 90 per cent of COVID-19 credits have been redeemed over the past four years, and that it has made the credits “very easy to use, offering customers the ability to use their credits on all flights operated by Virgin Australia, as well as flights on its partner airlines”.
This content is available exclusively to Australian Aviation members.
A monthly membership is only $5.99 or save with our annual plans.
- Australian Aviation quarterly print & digital magazines
- Access to In Focus reports every month on our website
- Unlimited access to all Australian Aviation digital content
- Access to the Australian Aviation app
- Australian Aviation quarterly print & digital magazines
- Access to In Focus reports every month on our website
- Access to our Behind the Lens photo galleries and other exclusive content
- Daily news updates via our email bulletin
- Unlimited access to all Australian Aviation digital content
- Access to the Australian Aviation app
- Australian Aviation quarterly print & digital magazines
- Access to In Focus reports every month on our website
- Access to our Behind the Lens photo galleries and other exclusive content
- Daily news updates via our email bulletin
“Additionally, these credits could be used for passengers not on the original booking, such as friends and family members,” a spokesperson said.
“Virgin Australia has undertaken extensive direct outreach and provided customers with multiple reminders to encourage redemption. Further reminders will be sent in the lead up to 30 June.
“Despite extensive efforts and regular reminders to our customers, the remaining credit balances are seeing almost no usage. Over 90 per cent of remaining accounts with COVID credits have had no activity for over three years.
“Virgin Australia encourages any of our guests who think they may have an unused flight credit to get in touch with us. 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.”
The credits were issued by Virgin for flights cancelled due to the impact of COVID-19 in 2020–22, with Qantas and Jetstar also issuing similar credits, though Qantas Group later allowed passengers to request refunds following public pushback.
Andy Kelly, communications and campaigns director at consumer advocacy group CHOICE, told the ABC that Virgin should follow suit.
“Many consumers book flights for a specific purpose. If the flight is cancelled, they may no longer have a reason to fly,” he said.
“We heard from many consumers during the COVID-19 pandemic who were no longer well enough to travel, or who were travelling for a funeral or other specific event.
“The price of flights may also increase dramatically, meaning consumers may need to chip in more money in order to be able to use the credit, which they may not be in a position to do.”
Qantas earlier this year settled a class-action lawsuit over COVID-19 credits for $105 million.
Want to see more stories from trusted news sources?
Make Australian Aviation a preferred news source on Google.
Click here to add Australian Aviation as a preferred news source.
