by Virgin Australia offers more than 60,000 passengers after an internal mistake has been led to fees for bloated travel routes in the past five years.
The airline has apologized and started a program to change the travel change because it begins to inform passengers who are entitled to reimbursements about the wrong fees for customers, the customers between April 21, 2020 and March 31 of this year make changes to their bookings.
A spokesman for Virgin Australia said that the company recently discovered the problem and initiated an internal examination in which around 61,000 customers or about 0.1% of all bookings edited in the five -year window found.
Since then, the airline has questioned itself to prevent the fees from appearing in the future and at the same time appoint Deloitte to carry out the reimbursement of the reimbursement of reimbursement. It started an online portal for the program.
The average reimbursement amount is $ 55 per guest. Guardian Australia is aware of the customer who has been informed that they are entitled to reimbursement of 200 US dollars.
Virgin’s spokesman said: “We sincerely apologize to these affected guests” and found that the airline had started the reimbursement program proactively. It has informed the initiative’s consumer guard.
The reimbursement program is open for 12 months. Appropriate customers are contacted by the airline.
“In Virgin Australia we have guidelines that determine when and how we arrange a guest booking when you change your travel route,” said the spokesman.
“We recently found that in some cases from April 21, 2020 to March 31, 2025, some bookings were redesigned in a way that does not match our directive, and we will reimburse all affected guests for this amount.”
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“With Virgin Australia we want to do the right thing, and that means to recognize when we misunderstand things and remedy it.”
The spokesman added that “all amounts that the guests do not decide to assert the charity” will be donated “.
“A committed team of Virgin Australia has also worked on fixing the problem, and we took a number of measures to prevent this from being released in the future so that our guests can be confident when making changes in their bookings.”
The reimbursement program and the apology are the private equity owner of the airline, Bain Capital, that the company will return to the Australian stock exchange after five years of absence in June.
The reimbursement program and the new advance to return the company to ASX will only come week after Virgin has appointed its new managing director Dave Emerson, who will lead the airline to his new partnership with Qatar Airways this year.
