Issued 22 April 2020.
Virgin Australia Holdings Limited (ASX: VAH) (Virgin Australia Group) has announced they have formally entered voluntary administration effective 21 April 2020. Further details can be found at https://newsroom.virginaustralia.com/
We encourage customers to monitor the Virgin Australia travel alerts page; https://www.virginaustralia.com/au/en/bookings/flight-status/travel-alerts/ for information on the status of flights, how to request compensation, and for information regarding the status of existing travel credits that may have been issued previously. If you a have booked through a travel agent or website like Webjet, you will need to contact them to make any changes to a booking.
Cover under your policy:
Your policy contains exclusions relating to the financial collapse of any carrier. This means there is no cover for cancellation or amendment costs, additional expenses, travel delay or special events expenses caused by the financial collapse of an airline. These exclusions apply to all policies regardless of when they were purchased.
Further information can be found in your Product Disclosure Statement under:
Benefit 3: Cancellation fees or lost deposits page 47
Benefit 4: Additional expenses, page50
Benefit 13: Travel delay expenses, page 59
Benefit 14: Special events, page 60
What we can do for you:
All customers are welcome to submit a claim online https://travel.velosure.com.au/how-to-claim . We will assess each claim on a case-by-case basis and in accordance with the terms of the Product Disclosure Statement (PDS). Before submitting a claim, we encourage you to first seek refunds from your travel providers. This will expedite our consideration.
If you’re currently travelling and are trying to get home:
If you’re currently travelling and are having trouble getting home, contact our 24/7 Emergency Assistance team and they will try to help. The number is +61 2 8883 7077.
If you have questions, you can contact us on 1300 83 56 78 or +61 2 8074 7800.
For details about what your policy covers, please refer to your PDS. You can find a copy of the PDS at https://velosure.com.au/personal-travel-insurance-for-all-australians//. Limits, conditions and exclusions may apply under your policy. We will assess all claims in accordance with your PDS and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.