Particle.news
Download on the App Store
6 ARTICLES
·
last mo.

Virgin Australia to Refund 61,000 Customers Over Five-Year Pricing Error

The airline launches a refund initiative and online claims portal as it addresses overcharges linked to itinerary changes between 2020 and 2025.

Image
The airline has apologised after it found a system error that led to it overcharging customers between 2020 and 2025.

Overview

  • Virgin Australia has identified a pricing error affecting itinerary changes made between April 2020 and March 2025, impacting 61,000 customers.
  • The average refund amount per customer is $55, with some eligible for up to $200, and unclaimed refunds will be donated to charity.
  • The airline has launched an online portal for refund claims and is proactively contacting impacted customers to facilitate the process.
  • Virgin Australia has apologized publicly for the error and implemented measures, including external reviews, to prevent similar issues in the future.
  • This refund program coincides with the airline's strategic preparations for a public listing in June 2025 and a recent leadership transition to new CEO Dave Emerson.