Information about the Virgin Australia voluntary administration

Virgin Australia Holdings Limited (ASX: VAH) (Virgin Australia Group) has announced they have formally entered voluntary administration effective 21 April 2020.

We encourage customers to monitor the Virgin Australia travel alerts page for information on the status of flights and how to apply for travel credits. 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.

If your Virgin Australia flight was booked and paid for using your credit card, and you do not receive the service you have paid for via either flight fulfillment or a travel credit/refund, it may be possible for you to contact your bank and seek a credit card chargeback on the basis of non-receipt of good/services. You will need to get in touch with your bank to understand the eligibility of a credit card chargeback application.

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 5: Trip Cancellation Expenses, page 37

Benefit 6: Trip Disruption Expenses, page 40

Benefit 16: Travel Delay Expenses, page 54

Benefit 17: Special Event Transport Expenses, page 55

What we can do for you

All customers are welcome to submit a claim online at fastcover.com.au/claims

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 8320 7999 or at emergency@fastcover.com.au

Contact us:

If you don’t need emergency assistance, you can make a claim online at fastcover.com.au/claims, or when you get back home. Contact us at claims@fastcover.com.au or on 1300 409 322.

General advice:

For details about what your policy covers, please refer to your PDS. You can find a copy of the PDS at https://fastcover.com.au/pds . 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.

Questions?

If you have any questions or need help with your travel insurance, please:

• Visit: Frequently Asked Questions

• Phone: 1300 409 302

• Email: info@fastcover.com.au

Useful links for travellers

• Australian Government 24 Hour Consular Assistance

• Australian Government Bureau of Meteorology

• World Health Organisation

• BBC World News