Virgin Australia has admitted overcharging thousands of customers and has vowed to issue refunds.
The airline says it overcharged a total of 61,000 customers over a five-year period from April 2020 to March 2025.
It aims to refund customers a total of $3.4 million.
Virgin says the average per customer amount overcharged is $55.
The overcharging happened when changes were made to customers’ itineraries.
The airline said 61,000 customers whose bookings were changed between April 2020 and March 2025 had been affected.
“Some bookings were repriced in a way that does not align with our policy and we are refunding all impacted guests for that amount,” A Virgin Australia spokesperson said.
“We sincerely apologise to those affected guests and have launched an Itinerary Change Claim Program.”
“All eligible guests are being proactively contacted to process their refunds.”
Virgin Australia said any unclaimed money would be donated to a charity.
“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.”
Virgin has notified the regulator ACCC about the ‘error.’
The ACCC said it assessing whether it warrants any further action against the airline
