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Frequently asked questions on the COVID-19 Crisis

Recent Updates

We understand that these are difficult times. If you are concerned with any of our policies, here are some links referencing cancellation policies within the travel industries.

- Australian Federation of Travel Agents (AFTA)
- https://www.accc.gov.au
- https://www.atas.com.au

The airline may provide options for you to rebook, hold credit or provide a refund, waiving their fees. We will process these options with a minimum fee of $77 per person. This fee is limited to the first change any additional changes will incur our normal fees.

We will review booking by booking to provide the relevant options since airlines are creating special policies for the crisis.

Effective 18 May 2020 Direct Flights is compelled to increase the refund processing fee for COVID-19 affected bookings to $110 per ticket. With regret to our customers, our suppliers are imposing increased fees and costs associated with the refund process fees.

  • Most airlines are providing the option to retain the value of the cancelled ticket into credit. The credit will be with the airline; however, you would need to contact us for the rebooking within a certain time frame. 

  • The terms and conditions for credit use will vary from airline to airline, so review the details sent via email carefully. 

  • If your booking meets the right criteria, the airline will waiver their rebooking fees, however, fare and tax difference will apply. There's also a processing fee minimum of $77.

    Note: 
    The reissued tickets must be equal to or of higher value than the original ticket. If you rebook for a lower value, you will be forfeiting the remaining amount to the airline. 

    We do not action anything unless we have received written confirmation.


Effective 18 May 2020 Direct Flights is compelled to increase the refund processing fee for COVID-19 affected bookings to $110 per ticket. With regret to our customers, our suppliers are imposing increased fees and costs associated with the refund process fees.

If you chose to cancel your booking, and you fit the criteria for the airlines' COVID 19 policy, there will be a processing fee minimum of $77. However, if you chose to cancel your booking and it does not meet the airlines' COVID 19 policy, the airlines and Direct Flight's Booking Conditions will apply.

If you wish to cancel your booking, please provide us with a written confirmation 3-4 days before departure. 

During this COVID-19 pandemic, it is a difficult time for both us and our customers. To provide the work of cancelling, rearranging and refunding your bookings, we will charge a processing fee (minimum $77). This will assist in keeping our business operating so that allowing our team can put in the time and effort, in achieving desirable results for our customers.

For further information, please check the Australian Federation of Travel Agents (AFTA) website.

Effective 18 May 2020 Direct Flights is compelled to increase the refund processing fee for COVID-19 affected bookings to $110 per ticket. With regret to our customers, our suppliers are imposing increased fees and costs associated with the refund process fees.

Please send us an email or call us so we can check the airline's policy regarding your booking. Once you have received this information, please reply to the email confirming your decision. We will not put your booking into refund unless we have received a written confirmation.

Note: 

  • Bookings with promotional fees of 0% for Visa and Mastercard, will still have non-refundable merchant fees (1-1.75%) deducted from refunds.
  • We cannot advise the exact refund amount since it is at the discretion of the airline.

The airlines and suppliers are receiving exceptionally high volumes of refund requests, so it may take up to 14 weeks or more to be processed. We have been informed that refund applications are being processed based on departure date. We will immediately refund the amount back to the original form of payment as soon as we receive the funds from our supplier.

Direct Flights do expect delays with suppliers and airline payment of refunds. Refunds time frame are not guaranteed and subject to the airline paying the respective refund amount back to suppliers. Airlines have been including this on their refund policies with some delays expected to be several months. A majority of airlines have now removed access to process refunds via the GDS due to the volume of refunds being submitted. Airlines control the process and repayment timing to suppliers. Timing of cash or credit advices and return, vary now from 12-24 weeks.

Please contact the travel insurance company directly for advice.


Important information relating to Virgin Australia flight bookings – Updated 22 May 2020

During administration the ability for Virgin Australia, or another Virgin Australia Group entity, to provide arefund or travel credit for cancelled flights and other services is affected.

The administrators have arranged for a conditional travel credit to be provided to eligible customers,which may be used for domestic flights with Virgin Australia Airlines or Virgin Australia Regional Airlinesduring the period of administration (~15 August 2020).

Applicable to tickets starting with 795, where the original ticket/s were issued on or before 20 April 2020 where arefund, credit, re- accommodation on another flight or alternative compensation has not been provided tothe customer.

For 795 tickets issued on or after 21 April 2020, Fare Rules apply; refer to current commercial policy

Applicable to tickets starting with 795, where the original ticket/s were issued on or before 20 April 2020 where arefund, credit, re- accommodation on another flight or alternative compensation has not been provided tothe customer.

For 795 tickets issued on or after 21 April 2020, Fare Rules apply; refer to current commercial policy

  • As Virgin Australia Airlines, Virgin Australia International Airlines, Virgin Australia Regional Airlines and Tigerair Australia (the Virgin Australia Group entities are in voluntary administration, we are not able to issue any refunds for cancelled flights if a ticket was purchased on or before 20 April 2020.
  • If a ticket was purchased on or after 21 April 2020, the normal fare rules and policies applicable to the booking will apply.
  • If a ticket was issued on or before 20 April 2020, your customer/client is eligible for a conditional credit, which can be used to book other flights with Virgin Australia Airlines or Virgin Australia Regional Airlines, for travel during the administration process. As the name suggests, there are specific conditions that apply to the conditional credit, which are outlined below.
  • A conditional credit is a form of credit that can be applied to bookings that were made prior to the Virgin Australia Group entities entering into voluntary administration and has specific conditions that apply to how it can be used.
  • In this instance, the administrator has received approval from the Federal Court of Australia to offer a conditional credit, that can be applied to unused tickets (credits) during the period of administration where the ticket was issued on or before 20 April 2020. Any refund requests that would ordinarily result in an unsecured debt during voluntary administration can be converted to a conditional credit to be redeemed through the voluntary administration period.
  • For the purposes of this Q&A a credit refers to an unused ticket, and a conditional credit refers to an unused ticket which is subject to special terms and conditions under the court ruling.
  • Flights can be booked for domestic travel with Virgin Australia Airlines or Virgin Australia Regional Airlines during the period of administration. Flight bookings using conditional credits are subject to the availability of flights, and if applicable, payment of any fare differences.
  • Subject to the availability of flights, and if applicable, payment of any fare differences, taxes and applicable fees and charges. Refer to the current commercial policies.
  • Normal Conditions of Carriage and fare rules will apply to any fare booked using the conditional credit, except that the only remedy Virgin Australia is able to offer at this time if the flight is cancelled is another conditional credit. However, please note that some fare inclusions are currently varied as a result of the COVID-19 pandemic, including the onboard catering offering.
Further Questions

If you have any further questions that have not been covered in this FAQ, do not hesitate to make enquiries at info@directflights.com.au and indicate “FAQs” in the title.