Virgin Australia has committed to refunding more than 61 000 passengers after admitting to an overcharging error in its booking system.
The airline said that, between April 2020 and March 2025, a system glitch had led to passengers being charged incorrect fees for itinerary changes – charges that were inconsistent with Virgin Australia’s official policy.
The average amount to be refunded to affected passengers was US$55 (R1 040). Affected passengers have 12 months to submit a claim through the airline’s claim programme, administered by Deloitte Australia.
The carrier said any unclaimed money from the US$3,4 million (R64 million) assigned to the programme would be donated to charity.
Virgin Australia has notified the Australian Competition and Consumer Commission about the refunds.
