virgin travel claims portal

Your Virgin Money Travel Insurance claims

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BOARDING PASS TO SAVINGS

Up to 80% off 2nd Sailor in the Mediterranean and Caribbean.

• Boarding Pass to Sunlit Savings.

Spring into our most sought-after sailings with up to 80% off their 2nd Sailor in the Mediterranean (and Repositioning voyages) from Barcelona, Athens, and Portsmouth, or up to 70% off their 2nd Sailor in the Caribbean from Miami and San Juan.

• Vote for Virgin Voyages.

We’re asking for your help allowing their favorite lady ship to reign supreme! We’ve been nominated for Condé Nast Readers Choice Awards. Cast your vote for one of our gals today, or before voting ends on June 30th, 2024 at 11:59 PM ET, and once again, THANK YOU!

• Sailing Club updates have arrived.

The wait is over and updates to our Sailing Club's perks program are here. Now it’s even easier for your Sailors to join the club, unlock, then sail with bundles of perks — leveling-up their experience each new time they sail.

• Boost your bookings: Eat & Drink Festival 2024.

Turn gastronomic exploration into an advantage and elevate your sales with our Eat & Drink Festival. From the 1st Asian Night Market at sea to the beloved Seven Seas Sippers, these exclusive experiences are not just attractions — they’re your summer sales pitch, offering exceptional value.

• Introducing Summer Season Pass.

Our Summer Season Pass was a major smash and met with such enthusiasm that we're expanding our horizons. We’re thrilled to open up more (although still very, very limited!) month-long itineraries on Resilient Lady in the Adriatic Sea, visiting stunning Greek isles and Croatian coastal wonders.

• Transatlantic itineraries are here!

Our award-winning Resilient Lady ship is relocating from Athens to San Juan this fall, and your Sailors can be part of the epic voyage. We’re launching brand new one-way itineraries in fall 2024 and spring 2025, so they can share the excitement with us.

• Sunshine State Savings.

Let your Florida residents know that they’ll score (extra) savings when they sail on any 4 to 8-night Caribbean voyage. They’ll receive an extra 5% off for a getaway in the DR, Mexico, and our Beach Club at Bimini when they sail in the next 45 days (or less) from Miami.

Brilliant For You

Brilliant commissions.

16% commission on voyage fare is only the start. We make sure to take you to the bank with earnings on bookables like airfare, hotels, Bar Tab, Shore Things, and more. And with no NCFs, you can kiss those asterisks goodbye.

Epic Experiences

Proof is in the numbers; a 95% satisfaction score and 40% onboard rebooking rate speak to our extraordinary experience. Plus, with LetsGoBook and My Next Virgin Voyage, we ensure that your experience as our partner is just as epic.

Together For Success

Our award-winning support teams are on deck for you and your Sailors, with solutions for your sales (and sails), and guidance to set your business full speed ahead for success.

In The Know

Access to exclusive, first-hand opportunities, social media groups, webinars, events, and streamlined continued learning through Seacademy, winner of two Gold Magellan awards.

Introducing LetsGoBook - an easier, faster way to book and earn more commission (plus major rewards). All First Mates get their own, dedicated link which can be used to book their Sailors, or share it over email, text, & on social media so Sailors can secure a booking which you can customize after.

Virgin Voyages Brand Brochure

We've updated our brand brochure with content for you and your Sailors.

New to Virgin Voyages?

Virgin Money and Virgin Red offer exclusive Travel Insurance rewards for Virgin Red members

We know taking travel insurance out can be one of the least exciting ‘To Dos’ when planning for a trip, but that's all about to change with Virgin Red and Virgin Money . Virgin Red members will be rewarded for taking out travel insurance, so you can explore the world feeling safe and spoiled.

Virgin Money Annual Multi-trip Travel Insurance

If you’ve got a few trips coming up, Virgin Money’s annual multi-trip travel insurance will give you the peace of mind you need to truly relax.

What could be more relaxing than that? 3,500 Virgin Points that's what, from your friends at Virgin Red.

With Virgin Money’s Annual Multi-Trip insurance , you can choose up to 94 days’ worldwide cover per trip, with everything you care about covered – from your gadgets to your health.

Added benefits

Covid cover included - cancellation and medical expenses are covered by Virgin Money, as standard, if you’re diagnosed with Covid-19.*

Gadget cover as standard, plus optional extras​ - from Enhanced Gadget and Enhanced Covid Cover – to cover for winter sports, car hire excess, and more (fees apply).

On hand to help, 24 hours a day, 365 days a year - help is just a phone call away with Virgin Money’s worldwide medical emergency assistance helpline. ​

Your policy at your fingertips - looking after your policy is now a breeze, thanks to Virgin Money’s handy new online portal – from downloading docs to making a claim, all in one place.

*Please check your policy wording for full details and any exclusions.​

The Virgin Money travel insurance has three levels of cover : Red, Silver and Gold, so you can choose which suits you and your needs best.

Managing your travel insurance is a breeze. Simply register online then unwind knowing you can do anything from updating your personal details, to making a claim, all in one place. 

The fun part - spending your points

Virgin Red members are rewarded for everyday spending, and with everything from the biggest brands in retail, travel and entertainment to smaller treats or exciting new start-ups, there are so many different rewards which anyone would enjoy. Members can also use Virgin Points for good by supporting a number of different charities or helping develop technology to remove carbon from the atmosphere. 

What will you put your points towards? Your next flight, getaway or holiday? Navigating the world of Virgin Wines? Or another Virgin Red treat, experience or exclusive? Enjoy deciding.

Buy your travel insurance today with Virgin Red and Virgin Money and earn 3,500 Virgin Points.

Terms and conditions

Who can take up this offer? 

Virgin Red Members who are 18+ and resident in the UK. 

How do you take up this offer? 

It’s important that you follow these steps to make sure you are eligible for this offer. If you don’t, you might not get your points... and we don’t want that!

Buy a Virgin Money Annual Multi Trip Policy (the Policy) via the offer in the Virgin Red app or Virgin Red website.

You’ll see the offer listed in the “Earn Points” section of the Virgin Red app and website.

Just click on “Get Points” when you want to go ahead. This will link you to the offer page on the Virgin Money website.

From there, click on ‘Get a quote’ and fill in your policy requirements to receive a quote.

Make sure you choose the Annual Multi-trip Policy. The Policy start date must be within 45 days of buying the Policy.

When you’re happy to go ahead, pay for the Policy. o You will receive a confirmation email from Virgin Money.

You need to hold the Policy for at least 45 days to be eligible for the Offer before points are credited to your Virgin Red account. If you or Virgin Money cancel the Policy before 45 days, you won’t be eligible for points. 

This offer can’t be used in conjunction with any other offer. Points are only offered in year one of the policy. 

What is the offer?

If you meet the offer conditions, we’ll give you a Virgin Red promo code. You can redeem this code with our friends at Virgin Red to get 3,500 Virgin Points. 

We’ll send you an e-mail with your promo code within 28 days of you meeting the offer conditions. We’ll send your code to the e-mail you gave when you bought the Policy. The email will provide instructions on how to redeem the code within the Virgin Red app or website.

Your Virgin Red promo code can be used until 30 April 2023. Make sure to redeem your code before then.

Only one Virgin Red promo code will be generated per eligible Policy.

After you’ve redeemed your Virgin Red promo code, the points are added to your Virgin Red account. There is no specific expiry date for using the points. You’ll be free to use them in line with Virgin Red’s programme terms. You can find the terms here [ http://policies.red.virgin.com/terms ].

We thought we should highlight a few key things from Virgin Red’s terms: 

the points don’t have a cash value and they can’t be swapped for cash;

the available offers can change from time to time; and

the points cost for each offer can change too. 

Although we’ll be working closely with our friends at Virgin Red on this promotion, we aren't responsible for their terms, their marketing, or any of the offers available through their app. Just contact Virgin Red or the relevant offer provider if you have any questions about these topics. 

When can you take up the offer?

The offer will be available on an ongoing basis until we withdraw it. We can withdraw the offer without giving you any advance notice, but we’ll try to give some notice if we can.

The offer is subject to availability. This means we will definitely withdraw it when we’ve used up our stock of Virgin Red promo codes.

You don’t need to worry if we withdraw the offer when you’re part way through meeting the offer conditions. As long as you've bought the Policy before we withdraw the offer, you can still qualify. You’ll just need to continue to meet the rest of the conditions. 

What else do you need to know? 

You can only benefit from this offer once.

We’ll use your personal information to help us run the offer.

English law applies to the offer.

Standard Virgin Money Travel Insurance Policy conditions apply.

 If something goes wrong, we’ll try to fix it. If we can’t because it’s something we can’t control, or it’s not our fault, then we may have to change the offer. This includes suspending the offer or ending it early. We can make such changes without giving you notice. However, we’ll try our best to avoid making changes. And we’ll try to minimise any disappointment to you when we make changes. 

Who is the promoter?

We are Clydesdale Bank PLC trading as Virgin Money.

Our company number is SC001111.

Our registered office is 30 St Vincent Place, Glasgow, G1 2HL.

Virgin Red and Virgin Money give new customers 20,000 reasons to switch

Unlock Virgin Red: How to earn Virgin Points with a Virgin Money M Plus Account or Club M Account

Who wants to be a virgin points millionaire.

• Help centre
• Cancelled, delayed or disrupted flights with Virgin Atlantic

If your flight is cancelled, delayed or disrupted.

If your flight is disrupted, e.g. If it’s cancelled, delayed or rescheduled, we’ll take steps to minimise the inconvenience and make any waiting time as comfortable as possible.

What are your options?

• Cancelled or rescheduled
• Delayed flights
• Diverted flights
• Overbooking

If your Virgin Atlantic flight is cancelled or the date or time has changed

Don’t worry, you don’t need to contact us.

If this happens, we'll contact you as soon as possible with the following options, including rebooking you onto another flight the same day if possible so you can travel as planned.

Rebooking you onto the next available flight

We’ll find you another flight in a similar cabin at the earliest opportunity. If you have a connecting flight on the same ticket, we’ll rebook that for you too.

Rebook you to fly later

At a date convenient to you, in a comparable seat and cabin, with the equivalent onboard services and baggage allowance. If the new fare is lower the cost of your original flight, we’ll refund the difference.

Rebook to another destination in our direct network

Again, in a comparable seat and cabin, with the equivalent onboard services and baggage allowance. If the new flight costs more, we’ll ask you to pay the difference, but if it’s less we’ll refund it. And of course, all subject to availability.

If you booked with us

If your flight has been cancelled or rescheduled by more than 3 hours you are able to request a refund. Please complete the form on our Refunds page . Just make sure to let us know in the comment box that you’re asking for a refund because of a flight disruption.

NOTE: If the flight is operated by Virgin Atlantic but you’ve booked with Delta, Air France or KLM you’ll need to contact them.

If you didn’t book with us

You’ll need to contact the company you booked with, as they may have a different rebooking policy. Your refund will be for the flight part of your package, not the whole cost of your holiday.

Travelling on a package holiday

Please contact whoever you booked with, as they may have a different rebooking policy. Any refunds will be for the flight part of your inclusive package, not the whole cost of your holiday. 

If your Virgin Atlantic flight is delayed

If your flight is delayed for more than 4 hours, or if your flight is cancelled and your new flight departs more than 4 hours later, we’ll make sure you have enough food and drink to keep you comfortable while you wait. We’ll also cover two short phone calls, or messages if you need to contact anyone.

For more than 5 hours

You can cancel your booking and receive a refund for your unused ticket. If the delay means there’s no reason to fly any more, we’ll refund you for your flights. This also means if you’re part way through your journey and need to fly home, we’ll rebook you onto the earliest flight back.

If your flight’s delayed until the following day, or if your flight’s cancelled and your new flight departs the following day (local time)

We’ll offer hotel accommodation and transport to and from your hotel, or home if you live nearby.

To make sure you don’t miss your new flight, we may need you to remain at the airport rather than offering food, refreshment, or accommodation elsewhere.

In the event of mass flight disruptions, you'll be prioritised if:  

• You have reduced mobility
• You’re travelling with someone with reduced mobility
• You’re under 16, and flying unaccompanied

Please contact whoever you booked with, as they may have a different rebooking policy. Any refunds will be for the flight part of your inclusive package, not the whole cost of your holiday.

In all instances of delays over 4 hours, our team at the airport will advise you of your next steps. You do not need to contact us beforehand.

If your Virgin Atlantic flight is diverted

We’ll arrange getting you to your final destination. Our ground crew will keep you up to date with all the different options. If we need to put you up in a hotel, but can’t arrange a transfer, we may ask you to make your own taxi or public transport arrangements and we’ll cover the cost.

Please see EC Care – Regulation No 261/2004 - Claiming expenses below for more information how to claim.

Overbooking and denied boarding

Sometimes, a flight may be overbooked. This will either be because:

1.    It's common to accept a few reservations over seat capacity to account for no-shows. However, sometimes all confirmed customers check in for the flight.

2.    On rare occasions, we have to replace an aircraft for one with less seats for operational reasons.

If either happens, we’ll first ask if there are any volunteers to change their flights. If we don’t get enough volunteers, we then need to deny boarding to some passengers and pay them ‘denied boarding compensation.’

Please be assured that all our actions meet the requirements of the Regulation EC261/2004, which determines the care and compensation you are entitled to in the event you’re denied boarding due to flight overbooking, or the US Department of Transportation’s regulations (14CFR Part 250) for flights departing from US airports.

More details on compensation can be found here:

Compensation and assistance info sheet

What to do if you’re away from home

If your flight has been cancelled and you're stuck abroad, you must register as ‘Away from home’ as soon as you can. We'll do everything we can to find you a flight and get you home quickly.

It's really important to provide your contact details as we need to know where you are and keep in regular contact via text or email. Keep checking your emails (including your junk folder), messages and My Booking for any alternative plans we may have made for you.

To register, tell us below if you booked flights from Virgin Atlantic or if you booked a whole holiday/package from Virgin Atlantic Holidays. The correct form will then appear for you to complete. We'll ask you to confirm the total number of people travelling so you'll only need to complete this form once for each booking you have.  

• I booked with Virgin Atlantic
• I booked with Virgin Atlantic Holidays

It’s our responsibility to cover reasonable expenses under Regulation No 261/2004, so keep hold of your receipts. You can find more information on how to claim below on section EC Care – Regulation No 261/2004. 

EC Care – Regulation No 261/2004 - Claiming expenses

Under EC261/2004, you can claim back reasonable added costs if your flight is disrupted and you’re not able to get home as planned.

The reasonable costs include:

Accommodation  - In a 'no-frills' express type hotel, sharing rooms wherever possible.

Meals and refreshments  - This includes breakfast (if not included) a snack, a main meal and around six regular sized non-alcoholic drinks per person per day.

Transport between the airport and hotel  - Please use public transport if available.

Two short phone calls  - No longer than 10 minutes each.

When you arrive home, please send the details of your expenses, including PDF copies of all receipts and an itemised summary.

If you've accepted a refund of your flight or choose not to travel on the first available flight we offer you, we won’t reimburse your accommodation or meal costs for the extra time you're there.

We would like to flag that you won't be able to claim for things like:  

• High-end luxury hotels and restaurants
• Payments to friends or relatives if you're staying with them
• Room service
• Entertainment such as park tickets or theatre shows
• Replacement flights on other airlines
• Any other purchases not related to meal and accommodation requirements
• Any expenses you don't have a receipt for

Thanks for your patience and understanding.

Claim expenses due to a delay or cancelled flight

EC Compensation – Regulation No 261/2004 - Claiming compensation

EC Regulation 261/2004 establishes common rules on compensation and assistance to passengers in the event of:   

• Denied boarding
• Cancellation
• Long delay of flights

You may be eligible to claim compensation if we cancel your flight within two weeks of your departure date, or if your flight is delayed in its arrival by more than 3 hours.

This depends upon the reason for the cancellation or delay, as well as the arrival time of your new or delayed flight.

Compensation will not be offered if the cause of the cancellation or delay is beyond the control of Virgin Atlantic, or for disruptions which could not have been avoided even if all reasonable measures had been taken. Such circumstances include:  

• Political instability
• Weather conditions
• Security risks
• Unexpected situations and strikes

We also won’t offer compensation if we advise you about a flight cancellation at least two weeks before the scheduled departure date, or if your package or holiday is cancelled for another reason (not the flight).

More information on EC Compensation and how to make a claim

Help with refunds or insurance claims

Make a claim on your insurance for flights that have been cancelled

If you need a letter for your insurance company confirming your flight was delayed or cancelled, or a proof of travel, please complete the below webform. Make sure to be clear in the comment box what you’re looking for. We’ll then send the letter to you as soon as we can.

Proof of travel, delay or flight cancellation webform

How to claim for unused parts of your journey

If your flight was cancelled and you wish to claim a refund for a flight not taken, please complete the below webform. Make sure to detail in the comment box that it’s a refund due flight disruption.

Claim a refund

Know your rights when your flight is disrupted

We’re required to make the rules clear for compensation and assistance in line with the regulations, and tell you how to contact the national designated body responsible for the enforcement of this regulation if you’re affected by:  

• Denied Boarding
• Flight Cancellations
• Flight delays of at least 3 hours

In case of a lengthy tarmac delay

If your flight has to stay on the tarmac at a U.S. airport for more than four hours, we’re required to disembark you - unless our pilot thinks it isn’t safe to do so, or if Air Traffic Control decides it’s too disruptive.

For long delays (up to two hours) we’ll provide a snack and a drink to help keep you comfortable.

The bathrooms will be available, and we’ll be on hand to provide medical assistance if needed. Our cabin crew are trained to provide basic first aid and will seek further medical help in case of an emergency.

While we’re waiting for the issue to be resolved, we'll keep you updated with the status of the delay at least every 30 minutes and will let you know right away if there’s an option to get off the plane. This will be decided by the pilot, who will take into consideration the safety and security of other passengers, the crew, the aircraft, and any directions issued by Air Traffic Control.

This information applies to international flights. If a passenger leaves the plane, we’ll do a security search of their seat and offload any hold baggage belonging to them, which may mean a slightly extended delay.

If you choose to disembark while delayed on the tarmac, please keep in mind that you may not be able to re-board the flight, and you won't be entitled to a refund - unless you have a flexible ticket.

Regardless of ticket type, if you miss your flight, you also won’t be entitled to rebook or be given overnight accommodation, refreshments, and ground transport (under EC regulation 261/2004).

Other legal info

We have co-ordinated this plan with the airport authorities, US Customs and Border Protection (CBP), and the Transportation Security Administration (TSA) at each US airport that we fly to, as well as our designated US airports we diversion airports. You can read our full Tarmac Contingency Plan here .

If you are on a flight not operated by Virgin Atlantic, the Tarmac Contingency Plan of the operating airline will apply. 

If you're late for your flight

If you turn up late to the airport and miss your flight due to an event beyond control or you are going to miss your flight due to reasons beyond your control, dependent of your fare type you may able to claim a refund or rebook onto another flight.

In all instances you should:  

• Make your way to the airport if possible
• If you cannot get to the airport you should  Contact us
• You may need to provide us evidence so have this if possible

Foreseeable circumstances that are within your control and therefore not eligible for a refund or rebook include:

• Not having the correct travel documents.
• Not giving yourself enough time to get to the airport

If accepted, a new booking will be made or refunded, minus administration and commission fees from the original ticket will be transferred to the new booking. All additional costs must be paid before your new ticket is issued.

If you’re on a package holiday , please refer to your tour operator who may not operate the same re-booking policies.

Need to contact us to rebook a flight?

• Help centre
• Delayed, lost, or damaged baggage

What to do if your bags are delayed, lost, or damaged

Don't let baggage spoil your trip.

This page tells you what to do:  

• If your bags don't arrive on the baggage belt
• How to begin the process of locating your bags
• How to make a claim if your bags are lost or damaged

On this page

How to report delayed baggage

Before you leave the airport, you must speak to the staff in the baggage reclaim hall. You'll be given a ‘Missing Bag Report AHL’ to complete. You'll also need to give us an accurate description of your bag/s, including distinguishing features. These could include:  

• Stickers or decorations
• Scratch marks

Our staff will give you a 10-character reference number.

Monitor our progress in tracking down your bag

When you have completed the report, our baggage tracing team will update you daily on any progress. We'll also tell you when you should expect your baggage back.

Check the status of your missing baggage and update your details on the  WorldTracer customer portal . Enter your surname & the 10-digit reference number from your missing bag report AHL.

If you do wish to contact us, we're available 24/7 on our digital channels & at our email:

[email protected] .

SMS (UK) +44 (0)7481 339 140  SMS (US) +1 800 880 6253 WhatsApp  +44 (0)344 209 7304

What happens when we’ve found your baggage?

As soon as we locate your baggage, we'll arrange for delivery to your destination. Most delayed bags travel on our next available flight.

Once your bag/s arrives at its final destination, we'll arrange for a courier to deliver your bag/s at no cost to you.

NOTE:  We're unable to deliver to addresses in Lagos due to custom regulations, so you'll need to collect it from the airport.

Buy essential items when your baggage is delayed

We understand that whilst you’re without your baggage you might need to buy essential items. 

We offer a guideline of £65/$75 per day to buy what you need. We do ask that you keep any receipts for the purchases so that they can be submitted for reimbursement. When it comes to making a claim please see the below section.

What happens if we can't find your baggage?

Unfortunately, there are rare instances where we cannot find a delayed bag. If this happens, we'll declare your bag irretrievably lost after 21 days of you reporting it missing. You can then make a claim for compensation.

How to make a claim

Our liability on lost baggage is limited, so if you have travel insurance (always recommended) you’re likely to be better off making a claim through them instead. Most insurers will ask for proof you have reported the delay and/or damage with our baggage team. In most cases the 10 alpha-numeric reference we give you is normally enough.

If you don't have travel insurance and you need to make a claim, please look at the options available below. If your experience is one or more of the below scenarios, please complete the most applicable log, and attach all receipts you’re claiming for.

• Lost baggage
• Damaged baggage

How to claim expenses if your baggage was delayed 

You may need to buy some essential items if you’re away from home. While we’re locating your missing bag/s you can claim for items such as cosmetics, toiletries, and basic clothing.

If you need to purchase essentials while you’re without your bag/s, we offer a guideline of £65/$75 per day. Once your baggage is returned, you will need to submit your receipts within 21 days. Please complete these steps:  

• Complete  Claiming essential items form  
• Attached your receipts to the form
• Click send at the end of the form

How to claim if your baggage hasn't arrived at all

Unfortunately, there are rare instances where we cannot find a delayed bag. We’ll declare your bag irretrievably lost after 21 days of you reporting it missing.

To make a claim for irretrievably lost baggage, please:  

• List your lost items to Irretrievably lost baggage log   (if accessing from your phone you will need to save this first to edit)
• You can list additional items if you run out of space by completing Additional baggage content log .
• Save a copy of the log to your device or computer
• Complete Irretrievably Lost Baggage form  
• Attach your saved Irretrievably Lost Baggage log, receipts, and the additional log to the form

Where to send your completed form – by post

To send us your claims form by post, please complete Irretrievably Lost Baggage postal form  and send it to either our UK or US address listed below.

We recommend that you send your claims form, copies of your receipts & any other supporting documents via recorded delivery.

How to claim if your baggage has arrived damaged or has missing items

Our ground staff in the baggage hall will assess the damage. In some airports, we can settle your claim immediately. This could be by arranging a replacement bag (if your bag is no longer useable) or by referring you to our repair company.

To make a claim for damaged baggage and missing items, please:  

• List your damaged baggage and/or missing items to Damaged baggage or missing content log   (if accessing from your phone you will need to save this first to edit)
• You can list additional items if you run out of space by completing  Additional baggage content log .
• Complete Damaged Baggage / missing contents form  
• Attach your saved Damaged Baggage or Missing Contents log, receipts, and the additional log to the form

Please submit this within seven days of you collecting the baggage.  

If you wish to make a claim with us for damaged baggage, please complete the relevant forms for us to review.

We do everything we can to take care of your baggage when they're in our care, but cosmetic and minor damage can happen. We're unable to accept claims for this kind of 'wear and tear' damage, which includes scuffs or dents that do not affect the structure of the bag.

If you prefer to send by post

Please complete our   Damaged baggage or missing contents postal form   and send to the below address. Ensure you include a copy of any receipts as we will not be able to send back original copies.

Our Liability

Our liability about lost or damaged baggage is strictly limited under the Montreal Convention. Due to these limits of liability, we strongly recommend you take out your own insurance.

You'll need to have documented proof of purchase to be able to make a baggage claim, including the date and purchase price. If it's more than 5 years old, we will take into account some depreciation of value for the item.

We cannot accept liability for damage and/or loss of articles contained in baggage if it's:

• Over packed
• Unsuitably packed and/or protected
• Already damaged
• Not suitable as checked baggage, e.g. packed in carrier bags or paper boxes

Please look at our  Conditions of Carriage  for more information.

Back to Baggage home page

Help topics

Bonza has entered voluntary administration. What's happening with the flight cancellations across Australia?

Many Australians have been left stranded at airports across the country after budget airline Bonza "temporarily" suspended all flights on Tuesday.

The company entered voluntary administration within hours of the cancellations, and the administrators have since confirmed the fleet will remain grounded until Thursday, May 2.

Here's what we know so far.

First up, what is Bonza?

Bonza Aviation was set up as a budget regional airline and its first flight took off in January 2023.

The airline aimed to target the regional routes that weren't serviced by the larger carriers like Virgin , Qantas or, more recently,  Rex Airlines . 

For example, with Bonza you were able to fly from the Sunshine Coast to Mildura without having to stop in a capital city.

The Transport Workers' Union said there were roughly 150 Bonza workers between the Sunshine Coast and Melbourne.

Who owns Bonza?

The airline was the brainchild of  Tim Jordan, who held senior commercial roles with Virgin Australia . He was the chief executive of Bonza.

Back in 2023, Mr Jordan he said the airline would lead to cheaper  ticket prices  due to greater competition.

"I think in any industry anywhere in the world, additional competition is positive for downward pressure," he said at the time.

The airline has the backing of a US investment firm called 777 Partners .

Based in Miami, the firm describes itself as "investment platform that helps bold entrepreneurs transform visions into enduring value".

Among other things the firm owns an "ultra-low cost" airline in Canada called Flair Airlines and a minority stake in the Melbourne Victory A-League team.

What's happening with the Bonza flight cancellations? 

Customers arrived at airports across Australia to learn their flights had been cancelled. 

Mr Jordan released a two-line statement just after 8am saying all services would be temporarily halted:

"Bonza has temporarily suspended services due to be operated today (Tuesday 30th April), as discussions are currently underway regarding the ongoing viability of the business. "We apologise to our customers who are impacted by this and we’re working as quickly as possible to determine a way forward that ensures there is ongoing competition in the Australian domestic aviation market."

Basically, Mr Jordan said he was in talks about whether the business can continue.

But within hours a notice was filed to the Australian Securities and Investments Commission (ASIC) stating that the company had entered voluntary administration.

This means there is an opportunity for the director or a third party to rescue Bonza, or for the company to be restructured.

The airline is yet to provide any update, but administrators Hall Chadwick released a statement late on Tuesday afternoon saying that it is : "currently considering the continued trading of the company's operations during the course of the administration period including the continuation of employment of all employees of the company".

"The company's fleet is currently grounded pending discussions with relevant parties and key stakeholders," the statement reads.

"The grounding of the fleet is currently up to and including Thursday 2 May 2024, and customers with bookings during this period are advised not to travel to the airport."

Have the cancellations come out of nowhere?

It's not the first time the airline has cancelled flights. Roughly 1,600 customers were left in the lurch when its Darwin-Gold Coast flights were cancelled in December .

That cancellation was extended to March this year , flights were cancelled out of  Mount Isa  and the airline has been facing ongoing questions about  the timeliness of its arrivals .

Aviation expert Keith Tonkin said analysts felt it was difficult for the airline to make a profit.

He says that's because routes it took "had relatively thin margins" — but he says it's not impossible to break into a market dominated by Qantas and Virgin Airlines.

"Where there's a will there is a way," Mr Tonkin says.

"But Bonza's model has seemingly proven to be difficult to sustain."

Aviation analyst Geoffrey Thomas, the editor-in-chief of the website Airline Ratings, said he understood the airline's backers, 777 partners, had made changes to the leasing and financing of its aircraft.

He said the budget carrier may have been caught off guard.

777 Partners has been contacted for comment.

"I think that the problem of Bonza is overseas, with leasing companies, and not the local management, not the business model," Mr Thomas said.

Has the government said anything?

Federal Transport Minister Catherine King says she's looking into it. She says she's spoken to the chief executives of Qantas and Virgin.

"Both airlines stand ready to assist stranded passengers needing to get home," Ms King says.

The Transport Department has established a hotline for stranded passengers –  1800 069 244 – that will be operating until 10pm on Monday. 

Ms King says she expects Bonza to deal with its customers in a transparent fashion.

"My department has reached out to Bonza and our expectation is that they keep passengers informed of their options and their consumer rights," she says.

Can I get a refund from Bonza?

Affected customers received text messages on Tuesday directing them to fill in an online form, which states:

"We will be issuing you a refund for this flight and, if you no longer wish to travel on them, any other flights on the same booking reference as this cancelled flight. "To allow us to process your refund as quickly as we can, please fill in the details below within the next 24 hours and note the form may close for responses after that time. "Once you have completed the form, you can expect the refund to appear in your account within 21 days. The refund will be paid to the payment method you used at the time of making the booking. "Sorry again for the inconvenience and we hope to welcome you onboard a Bonza flight in the future."

Customers whose flights have been cancelled in the past say they have had difficulty getting refunds from Bonza.

But the Australian Competition and Consumer Commission (ACCC) has protections in place for airline customers.

According to the ACCC, a travel service provider  must give the option of a refund if it can't provide a replacement service for a cancelled flight in a reasonable amount of time.

If you booked a now-cancelled Bonza flight using a credit or debit card online, you may be able to have that transaction reversed through your bank or financial institution, but it's unlikely to be a speedy process.

The Transport Department's hotline is focusing on helping stranded Bonza customers book Qantas, Virgin, or Jetstar flights.

The airlines have offered passengers stranded mid-journey on Tuesday complimentary seats, where available, on flights to the airport nearest to their final planned Bonza destination.

Bonza has not responded to requests for comment.

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