Overview

• Virgin Australia identified a pricing error in its ticket change process affecting 61,000 customers between April 2020 and March 2025.
• Refunds will average $55 per customer, with unclaimed amounts set to be donated to charity after the 12-month claim window closes.
• The airline has engaged Deloitte Australia to manage the refund process and ensure efficient claims handling.
• Virgin Australia has notified the ACCC about the issue and is cooperating with the regulator to address any additional compliance requirements.
• The disclosure comes as the airline undergoes corporate changes, including a new CEO appointment and preparations for an ASX relisting in June 2025.