Coronavirus (COVID-19) Travel Restrictions Update
21 April 2020
In response to Coronavirus (COVID-19), the Australian Government has now issued a total ban for non-essential travel, both international and domestic.
We understand this unprecedented time is difficult to navigate but our focus is clear; to support you in every way we can.
As you can imagine we’re currently dealing with high call and email volumes. We genuinely appreciate your patience and understanding while we work to assist you.
Customers With Virgin Australia bookings
On Tuesday 21st April, Virgin Australia (VA) entered into voluntary administration to recapitalise the business and help ensure it emerges in a stronger financial position. We understand our customers who have credits or bookings with Virgin Australia may be concerned. Virgin Australia is continuing to operate scheduled flights as normal, and has indicated that there is no immediate impact to customer bookings or credit files. We will work closely with the administrators to support Virgin Australia through this process, and we will keep our customers informed of any developments and Virgin Australia policy updates as they come to us.
If you’re overseas:
To date, we’ve connected with all customers in destination to ensure their safe return to Australia. We’re still here for anyone that may need help getting home. Please call +61 7 5631 8905 (9am – 5pm AEST).
If you’re due to depart on holiday in April or May:
Right now, we’re working to adjust the holiday plans of customers due to depart from now through to May 31. We’re proactively cancelling travel plans and securing tailored credits than can be used for future travel. Our team will connect with you directly with full details of your credit ASAP.
If you’re due to depart on holiday from June onward:
Please rest assured that no matter when you’re departing, you’re very important to us. We’re working to progressively contact all customers in departure date order. Please bear with us and we’ll connect with you ASAP to adjust your holiday plans.
Once again, thank you for your ongoing patience and understanding. When the time is right, we look forward to helping you escape on a well-deserved holiday.
In the meantime, please stay home and safe.
For official Government Coronavirus (COVID-19) travel advice please see Smart Traveller
If you’re currently travelling or have just returned home, please see the latest alerts from the Australian Department of Health