SYDNEY: Virgin Australia has announced it will refund tens of thousands of customers who were overcharged for itinerary changes over a five-year period, following the discovery of a pricing error.
The airline confirmed that approximately 61,000 passengers were affected between April 2020 and March 2025, with each customer expected to receive an average refund of $55. The overcharging occurred when passengers made changes to their bookings in ways that did not align with the company’s policy.
The total number of affected cases accounts for about 0.1 per cent of all bookings made during the five-year period.
In response to the issue, Deloitte Australia has been appointed to assist with the claims process. Affected customers will have 12 months to lodge a refund claim, and Virgin Australia has pledged to directly contact all eligible individuals with instructions.
A Virgin Australia spokesperson issued an apology, stating:
“We sincerely apologise to those affected guests and have launched an Itinerary Change Claim Program under which all eligible guests are being proactively contacted to process their refunds.”
The airline has also assured the public that it has taken significant steps to ensure similar errors do not occur in the future.
“A dedicated Virgin Australia team has also been working to fix the issue and we have undertaken a range of actions to prevent this from reoccurring, so our guests can be confident when making changes to their bookings,” the spokesperson added.
In a gesture of goodwill, any unclaimed funds at the end of the 12-month period will be donated to charity.
The Australian Competition & Consumer Commission (ACCC) has confirmed it has been notified of the matter. An ACCC spokesperson said they are currently engaging with the airline and are assessing the suitability of the remedial actions being implemented.
Customers affected by the error are encouraged to watch for communication from Virgin Australia and ensure they file their claims within the designated timeframe.
