Breaking: Virgin extends travel date for expiring COVID flight credits after criticism

Virgin Australia has extended the expiry date for travel booked using flight credits issued during COVID-19 travel bans after pressure from customers and consumer advocates.

The airline had previously said travel vouchers issued by Virgin Australia between April 21, 2020 and July 31, 2022 would expire on June 30.

Customers were also told they would need to fly by that date as well.

However, as the deadline approached, the airline faced increasing criticism and calls to issue refunds instead.

Customers will still need to spend those credits by June 30.

However, the airline this morning announced customers will now be able to use those credits for flights up to "late May 2027".

According to a financial outlook published in late February, the airline held about $93 million in unclaimed COVID-19 flight credits.

Virgin Australia chief executive officer Dave Emerson said more than $1 billion worth of COVID-19 credits had already been claimed.

"Around 90 per cent of all COVID credits have already been redeemed," Mr Emerson said.

"For customers who still hold a remaining balance, this extension provides additional flexibility to plan and take future travel."

Criticism over expiry dates

Earlier this week, Senator Bridget McKenzie called on the airline to extend the expiry date or offer customers refunds.

"COVID travel credits are not loyalty points, they are customer money," Senator McKenzie said.

"Returning this $93 million to Virgin's bottom line would be, frankly, unacceptable.

"It's Australian consumers' money."

Choice communications and campaigns director Andy Kelly had also called on the airline to give the money back to customers.

"Many consumers book flights for a specific purpose," Mr Kelly said.

"If the flight is cancelled, they may no longer have a reason to fly."

He also pointed out that flight prices may have increased "dramatically" since the pandemic, "meaning consumers may need to chip in more money in order to be able to use the credit, which they may not be in a position to do".

How do I claim my Virgin travel credits?

Virgin Australia says people with outstanding COVID flight credits have to spend them by June 30.

And they can only be spent on flights or travel add-on products for flights departing up until "late May 2027".

The airline says all travel credits should be available via what it calls the "travel bank".

This is an account set up by the company to store travel credits.

Virgin says people who have credits in their travel bank should have received an email with an account number and login details so customers can access the portal.

They can use those travel credits by booking flights directly through the Virgin Australia website and selecting the "travel bank" option on the payment page.

They can also claim credits by booking over the phone.

"Customers can continue to use their credits to book on Virgin Australia and partner airline flights, for friends and family members, and across a range of travel extras including Economy X seating, extra baggage or pet travel," Virgin Australia Chief Customer Officer, Andrew Cleary, said.

"We encourage customers who believe they may hold COVID credits to visit virginaustralia.com or contact their travel agent to check their balance."

People who think they have a travel credit but don't know what their travel bank details are should visit the website dedicated to retrieving their details.

Customers can contact the airline at its guest contact centre by calling 13 67 89.