VIRGIN AUSTRALIA: Extends COVID credits usage, but redemption date stays 30 June 2026

Virgin Australia has made a late concession on its COVID-era travel credits, extending the travel period for eligible credits issued between 21 April 2020 and 31 July 2022.

Passengers still need to book by 30 June 2026, but they can now travel up to 27 May 2027. That is a useful change. The money must still be committed by the end of June, but the flight itself no longer has to be taken by then.

The shift follows growing public, political and media pressure over what was shaping up to be a hard cutoff for millions of dollars in unused customer credit. Earlier coverage by the ABC noted Virgin’s previous position: customers had to both book and complete travel by 30 June 2026 or lose the credit. That is the part Virgin has now softened.

Around $93 million is still unused

Virgin Australia says more than $1 billion in COVID travel credits have already been redeemed, representing about 90% of the total issued. But around $93 million remains unused, and more than 90% of the remaining credits are reportedly tied to accounts that have not been used in 3 years.

That is a lot of forgotten money sitting down the back of the couch.

Pressure worked

The change came after criticism from consumer groups, customers and politicians. Nationals senator Bridget McKenzie described the credits as customer money, not loyalty points, and argued that allowing unused value to flow back to Virgin would be unacceptable.

Qantas and Jetstar have already moved to more generous COVID credit arrangements. The ABC reported that Qantas and Jetstar COVID flight credits do not expire in the same way. Qantas customers can still request refunds for eligible unused credits.

Virgin has only extended the travel window, not the redemption deadline.

How to use credits

Virgin says eligible credits can be used for Virgin Australia flights and some extras, including extra baggage or adding pets to eligible domestic flights.

Travel Bank credits can be used through the Virgin Australia website at the payment page, through the Virgin Australia Business Portal for corporate customers, or by contacting Virgin’s Guest Contact Centre on 13 67 89. Velocity Frequent Flyer members can access Travel Bank using their Velocity username and password. Virgin’s Travel Bank login page also confirms that credits can be used as payment towards eligible flights, subject to exclusions and terms.

How to find your Travel Bank

Virgin says customers would have received a Travel Bank username when the Travel Bank account was first created. Given that some of these credits date back to 2020, that email may now be buried somewhere amongst your sourdough starter recipes.

To retrieve the details, go to the Virgin Australia website, select “Book” in the menu, then choose “Retrieve your Travel Bank details” under “Manage booking”. Enter the required information, and the system should locate your Travel Bank.

Velocity members should try logging in with their Velocity membership username and password. Using your Travel Bank credit should appear as a payment option.

Beware outdated wording

Some Virgin Australia public pages and earlier industry material still state that COVID credits must be booked and flown by 30 June 2026. The newer customer communication states that eligible COVID Credits can now be used to book travel by 30 June 2026 for travel up to 27 May 2027.

The position now is that COVID Credits issued between 21 April 2020 and 31 July 2022 must be used to book by 30 June 2026, but travel can now be taken up to 27 May 2027.

2PAXfly Takeout

Extending the travel period to 27 May 2027 makes these credits far more usable, especially for travellers who could not reasonably organise and complete travel before the end of June 2026. But the money still hasn’t been refunded, and the booking deadline remains imminent.

It does not bode well for corporate ethics or Australian Consumer Law that Virgin Australia can just assume it will receive possibly hundreds of millions of dollars in payments for services travellers have not received. Insurance companies couldn’t do it, and neither should Virgin.