Virgin Australia to Refund $3.3 Million for Pricing Error

Virgin Australia is set to refund approximately 61,000 customers who were overcharged due to a pricing system error affecting ticket changes between April 2020 and March 2025. The average refund per customer is estimated at $55, suggesting a total of around $3.3 million in refunds. The airline has initiated an 'itinerary change claim program' to proactively contact affected customers and appointed Deloitte to manage the claims process, which will be open for 12 months. Any unclaimed refund amounts will be donated to charity. Virgin Australia has informed the Australian Competition and Consumer Commission (ACCC) and is working with the regulator to address any further obligations. The airline has implemented measures to prevent future occurrences of such errors.