Virgin Australia Overcharged 61,000 Passengers Due to IT Error
Virgin Australia has revealed that an IT error led to 61,000 passengers being overcharged over a five-year period. The airline said the issue occurred when customers requested itinerary changes, resulting in incorrect fare adjustments. The error affected approximately 0.1% of all bookings made between April 21, 2020, and March 31, 2025.
In a public statement, Virgin Australia said it has taken immediate steps to investigate and resolve the issue. It has appointed Deloitte to oversee the refund process and ensure impacted customers receive the appropriate compensation. The average refund amount is AUD55 (USD35) per passenger.
The airline has corrected the technical fault and conducted a full review of its booking and ticketing systems. It has also implemented new governance protocols to ensure the issue does not recur. Virgin Australia voluntarily disclosed the matter to the Australian Competition and Consumer Commission (ACCC) and is cooperating fully with the regulatory body.
Virgin Australia is Australia’s second-largest airline, operating domestic and short-haul international flights to destinations such as Indonesia, New Zealand, Fiji, Vanuatu, and Samoa. The carrier serves 35 airports and continues to expand its network.
The announcement comes amid growing speculation that Bain Capital, the airline’s majority owner, is preparing to relist Virgin Australia on the Australian Stock Exchange later in 2025. The airline also recently received a significant investment from Qatar Airways, which acquired a 25% stake valued at approximately AUD750 million (USD475 million), signaling renewed investor confidence in the airline’s long-term prospects.
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Sources: AirGuide Business airguide.info, bing.com, ch-aviation.com