Virgin Australia Refund E-Mail

[Mattsapprentice]

I just received an email stating that Virgin became aware of repriced booking errors made from 21/4/2020 to 31/3/2025.
They have instructed Deloitte to process the claims, and I will receive contact from them.
I am owed $8!
Has anyone else received this email or can provide further information about what actually happened?

 

[RooFlyer]

I haven't received that but if I did, I would look very carefully at its veracity.

 

[Mattsapprentice]

I just received an email stating that Virgin became aware of repriced booking errors made from 21/4/2020 to 31/3/2025.
They have instructed Deloitte to process the claims, and I will receive contact from them.
I am owed $8!
Has anyone else received this email or can provide further information about what actually happened?

Virgin Australia recently became aware of some issues in the way a number of bookings were being repriced when guests requested itinerary changes. This applies to only some itinerary changes made from 21 April 2020 to 31 March 2025.



In response, we immediately launched an internal investigation to understand what happened and the impact on our guests. The investigation found some guests were charged an incorrect amount when making changes to their itineraries.



You are receiving this email because you are eligible for a refund payment from Virgin Australia. We have identified you are owed $8.0 AUD.



At Virgin Australia, we acknowledge when we don’t get things right and fix it. And, we sincerely apologise for this issue impacting you. We have undertaken a range of actions to prevent this issue from reoccurring in the future, so you can be confident when making changes to your bookings.



What happens next

To help make this process as easy and fast as possible for you, Virgin Australia has launched its Itinerary Change Claim Program and has proactively appointed specialists, Deloitte Australia (Deloitte) to assist with the claims process.



Shortly, you will receive an email and/or SMS from Deloitte on behalf of Virgin Australia, which will contain important information about what you need to do next to claim your refund.



The Itinerary Change Claim Program will be open for 12 months.



We understand that some guests, for various reasons, may not complete a claim, and we want you to know that any amounts that guests elect not to claim will be donated to charity.



Once Deloitte has processed and confirmed your claim, they will let you know when you can expect to receive your refund payment from Virgin Australia.



Where to find more information

To understand more about our Itinerary Change Claim Program, Virgin Australia has set up a dedicated website at www.virginaustralia.com/au/en/help/virgin-australia-itinerary-change-claim-program. Deloitte has also launched an Itinerary Change Claim Program Portal (hosted by Deloitte) which can be found at www.VAClaims.deloitte.com.au.



Kind regards,
Virgin Australia

 

[SYD]

In the media

Virgin to refund 61,000 customers for pricing error on ticket changes

The airline said the transactions occurred when tickers were repriced in response to customers making changes to their itinerary.

www.smh.com.au

 

[aussieclarm]

I got a similar email - I am owed $219.59 apparently!

 

[Tooner]

Virgin Australia recently became aware of some issues in the way a number of bookings were being repriced when guests requested itinerary changes. This applies to only some itinerary changes made from 21 April 2020 to 31 March 2025.



In response, we immediately launched an internal investigation to understand what happened and the impact on our guests. The investigation found some guests were charged an incorrect amount when making changes to their itineraries.



You are receiving this email because you are eligible for a refund payment from Virgin Australia. We have identified you are owed $8.0 AUD.



At Virgin Australia, we acknowledge when we don’t get things right and fix it. And, we sincerely apologise for this issue impacting you. We have undertaken a range of actions to prevent this issue from reoccurring in the future, so you can be confident when making changes to your bookings.



What happens next

To help make this process as easy and fast as possible for you, Virgin Australia has launched its Itinerary Change Claim Program and has proactively appointed specialists, Deloitte Australia (Deloitte) to assist with the claims process.



Shortly, you will receive an email and/or SMS from Deloitte on behalf of Virgin Australia, which will contain important information about what you need to do next to claim your refund.



The Itinerary Change Claim Program will be open for 12 months.



We understand that some guests, for various reasons, may not complete a claim, and we want you to know that any amounts that guests elect not to claim will be donated to charity.



Once Deloitte has processed and confirmed your claim, they will let you know when you can expect to receive your refund payment from Virgin Australia.



Where to find more information

To understand more about our Itinerary Change Claim Program, Virgin Australia has set up a dedicated website at www.virginaustralia.com/au/en/help/virgin-australia-itinerary-change-claim-program. Deloitte has also launched an Itinerary Change Claim Program Portal (hosted by Deloitte) which can be found at www.VAClaims.deloitte.com.au.



Kind regards,
Virgin Australia

I received the same email, though not a offer of $8! I did make some changes during the period but I too am wary.

 

[trisreed]

Also got the email - initially thought it was a scam! Somehow owed $114 for a MEL-PER flight back in 2022. I don't even remember making an itinerary change, but I guess I must have.

 

[Aussie_flyer]

Bank error in your favour. Collect $10

 

[MooTime]

I treated it as scam, who owns up to having give cash money away.

Maybe it's genuine..

$55.46 for me, right on the average, I'm so average, will I ever improve I wonder!

 

[MarkD]

Got offered $10. They owe me a coughload more than that by bumping me from J to Y quite a few times. They can keep their $10

 

[trisreed]

Just received another email and text in the last few minutes, directly from Deloitte, about the same entitlement that I have. Clearly they did not check that I have already been on their site and inputted the requested info.

 

[eastwest101]

Just received another email and text in the last few minutes, directly from Deloitte, about the same entitlement that I have. Clearly they did not check that I have already been on their site and inputted the requested info.

I love how the Deloitte website requires people to create a new account login and collect more personal info to make a claim. That's just to get into the claims process, and then presumably, they would collect credit card or bank account information to pay the refund. The dataset looks like a hacker's dream! I hope their online data security is up to scratch!

 

[andyrb]

They can keep their $10

It's not their $10. It's your $10.

 

[MarkD]

It's not their $10. It's your $10.

Yeah i understand that but Not worth my time or putting all my details, including credit card / bank details into deloite system. Wait for the data leak and associated BS. For $10 they can shove it up their cough. They have literally ripped thousands off me in last 18 months with involuntary downgrades, missed connections and nil compensation. ( they even rub salt into the wounds and pay Y SC when they downgrade me and separate my wife and myself). They are a true LCC and this is minor for me, but i guess some people have hundreds so would be worth the hassle i guess, just not for me personally.
If they were fair dinkum they would just refund to the card that it was paid with, rather than just create more hoops to junp through. Typical LCC nickle and dime