Frequently asked questions on COVID-19 crisis

The airline may provide options for you to rebook, hold credit or provide a refund, waiving their fees. We will process these options with a minimum fee of $77 per person. This fee is limited to the first change any additional changes will incur our normal fees.

We will review booking by booking to provide the relevant options since airlines are creating special policies for the crisis.

Effective 10 July 2020 Direct Flights is compelled to increase the refund processing fee for COVID-19 affected bookings to $110 per ticket. With regret to our customers, our suppliers are imposing increased fees and costs associated with the refund process fees.

• Most airlines are providing the option to retain the value of the cancelled ticket into credit. The credit will be with the airline; however, you would need to contact us for the rebooking within a certain time frame. 

• The terms and conditions for credit use will vary from airline to airline, so review the details sent via email carefully. 

• If your booking meets the right criteria, the airline will waiver their rebooking fees, however, fare and tax difference will apply. There's also a processing fee minimum of $77 per person.

  Note: 
  The reissued tickets must be equal to or of higher value than the original ticket. If you rebook for a lower value, you will be forfeiting the remaining amount to the airline. 

  We do not action anything unless we have received written confirmation.

Effective 10 July 2020 Direct Flights is compelled to increase the refund processing fee for COVID-19 affected bookings to $110 per ticket. With regret to our customers, our suppliers are imposing increased fees and costs associated with the refund process fees.

If you chose to cancel your booking, and you fit the criteria for the airlines' COVID 19 policy, there will be a processing fee minimum of $77 per person. However, if you chose to cancel your booking and it does not meet the airlines' COVID 19 policy, the airlines and Direct Flight's Booking Conditions will apply.

If you wish to cancel your booking, please provide us with a written confirmation 3-4 days before departure. 

Effective 10 July 2020 Direct Flights is compelled to increase the refund processing fee for COVID-19 affected bookings to $110 per ticket. With regret to our customers, our suppliers are imposing increased fees and costs associated with the refund process fees.

During this COVID-19 pandemic, it is a difficult time for both us and our customers. To provide the work of cancelling, rearranging and refunding your bookings, we will charge a processing fee (minimum $77 per person). This will assist in keeping our business operating so that allowing our team can put in the time and effort, in achieving desirable results for our customers.

Effective 10 July 2020 Direct Flights is compelled to increase the refund processing fee for COVID-19 affected bookings to $110 per ticket. With regret to our customers, our suppliers are imposing increased fees and costs associated with the refund process fees.

Please send us an email or call us so we can check the airline's policy regarding your booking. Once you have received this information, please reply to the email confirming your decision. We will not put your booking into refund unless we have received a written confirmation. Please note that we will submit this refund request on your behalf with our supplier and airline. It is at the airline discretion for refund confirmation.

Note: 

• Bookings with promotional fees of 0% for Visa and Mastercard, will still have non-refundable merchant fees (1-3%) deducted from refunds.
• We cannot advise the exact refund amount since it is at the discretion of the airline.

The airlines and suppliers are receiving exceptionally high volumes of refund requests, so it may take minimum 14 weeks or more to be processed. We have been informed that refund applications are being processed based on departure date. We will immediately refund the amount back to the original form of payment as soon as we receive the funds from our supplier.

Direct Flights do expect delays with suppliers and airline payment of refunds.. Airlines have been including this on their refund policies with some delays expected to be several months. A majority of airlines have now removed access to process refunds via the GDS due to the volume of refunds being submitted. Airlines control the process and repayment timing to suppliers. Timing of cash or credit advices and return, vary now from 12-24 weeks.

Effective 24 June 2020, Direct Flights has been informed from Airlines that it may take minimum 19 weeks or more due to high volume of refund requests.

Applicable to bookings where the original ticket/s were issued on or before 20 April 2020 where are fund, credit, re- accommodation on another flight or alternative compensation has not been provided to the customer.

For tickets issued on or after 21 April 2020, standard Fare Rules apply.

Please refer to Virgin Australia's COVID-19 Customer Hub for up to date information.

As Virgin Australia Airlines, Virgin Australia International Airlines, Virgin Australia Regional Airlines and Tigerair Australia (the Virgin Australia Group entities are in voluntary administration, we are not able to issue any refunds for cancelled flights if a ticket was purchased on or before 20 April 2020.

If a ticket was purchased on or after 21 April 2020, the normal fare rules and policies applicable to the booking will apply.

A conditional credit is a form of credit that can be applied to bookings that were made prior to the Virgin Australia Group entities entering into voluntary administration and has specific conditions that apply to how it can be used.

In this instance, the administrator has received approval from the Federal Court of Australia to offer a conditional credit, that can be applied to unused tickets (credits) during the period of administration where the ticket was issued on or before 20 April 2020. Any refund requests that would ordinarily result in an unsecured debt during voluntary administration can be converted to a conditional credit to be redeemed through the voluntary administration period.

A credit refers to an unused ticket, and a conditional credit refers to an unused ticket which is subject to special terms and conditions under the court ruling.

Please refer to the full Conditional Credit Policy for further information.

If your ticket was issued on or before 20 April 2020, you are eligible for a Conditional Credit in the form of an unused ticket.

The Conditional Credit can be used as a form of payment against a new booking and is for the same amount paid for the original ticket/s, including fare and taxes (excluding VA fees).

Flights can be booked for domestic travel with Virgin Australia Airlines or Virgin Australia Regional Airlines during the period of administration. Flight bookings using conditional credits are subject to the availability of flights, and if applicable, payment of any fare differences.

The conditional credit is non-transferable and cannot be used in conjunction with Velocity Frequent Flyer Points or travel credits of another person.

Normal Conditions of Carriage and fare rules will apply to any fare you book using your conditional credit, except that the only remedy we are able to offer at this time if your flight is cancelled is another conditional credit. However, please note that some fare inclusions are currently varied as a result of the COVID-19 pandemic, including the onboard catering offering. Please see our website for more information.

You do not have to use the conditional credit.

If your wish is to not use the condition credit, your rights as an unsecured creditor are preserved and what happens with the conditional credit will depend on the outcome of the administration process. Depending on how the business is structured in the future, a new owner may honour these credits after administration. More information about being a creditor can be found here: www.deloitte.com/au/virgin and you can contact the administrator by email with any questions you may have about being a creditor using this email address: virgincustomers@deloitte.com.au.

Your rights under the Australian Consumer Law and any law applicable to the booking are not extinguished by the administration. However, Virgin Australia’s ability to provide a refund, a normal travel credit or other remedy is impacted by the administration.

The administrator has arranged for impacted customers to be provided with a conditional credit which enables you to use the value of your original booking to travel on a Virgin Australia flight during the administration period.

If you do not use the conditional credit, your right to stand as an unsecured creditor in the administration remains preserved.

You are entitled to submit a proof of debt claim to the administrators and take a position as an unsecured creditor if you wish. However, you will be no worse off by waiting until the end of the administration period to see what the outcome could be for conditional credit holders (which may be better than those available for unsecured creditors). Please note that if the proof of debt claim is accepted by the administrator, you will not be able to use your conditional credit.

We will keep you informed on the outcomes available to customers. In the event that you elected to retain your conditional credit but are subsequently required to submit a proof of debt claim, the administrator will advise of this requirement at that point in time.

More information about being a creditor can be found here: www.deloitte.com/au/virgin and you can contact the administrator by email with any questions using this email address: virgincustomers@deloitte.com.au.