Tens of thousands of Virgin Australia customers who were overcharged to get refunds

Virgin Australia will refund 61,000 customers who were overcharged for itinerary changes over a five-year period.

Virgin Australia will refund 61,000 customers who were overcharged for itinerary changes over a five-year period.

The airline identified passengers were charged a higher price when they changed their booking between April 2020 and March 2025 in a way that did not align with the company’s policy.

The error involved 61,000 passengers who will receive an average refund of $55, amounting to about 0.1 per cent of bookings made during the period.

Virgin Australia will refund 61,000 customers who were overcharged for itinerary changes between April 2020 and March 2025. Picture: NewsWire/Tertius Pickard

Deloitte Australia have been appointed to accelerate the claims process for affected customers who will have 12 months to make a claim.

A Virgin Australia spokesperson said they would contact impacted customers with instructions the refund process.

Virgin Australia customers who were overcharged for itinerary bookings will have 12 months to claim a refund. Picture: Supplied.

“We sincerely apologise to those affected guests and have launched an Itinerary Change Claim Program under which all eligible guests are being proactively contacted to process their refunds,” a spokesperson said.

“A dedicated Virgin Australia team has also been working to fix the issue and we have undertaken a range of actions to prevent this from reoccurring in the future, so our guests can be confident when making changes to their bookings.”

The spokesperson said any money not claimed will be donated to charity.

The Australian Competition & Consumer Commission (ACCC) confirmed to media they had been notified about Virgin Australia customers being overcharged for itinerary changes.

An ACCC spokesperson said they were engaging with the airline about these issues and assessing whether the remedial actions being taken by the airline were suitable.