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)

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 per person.

    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 per person. 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. 

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.

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 per person). 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. Please note that we will submit this refund request on your behalf with our supplier and airline. It is at the airline discretion for refund confirmation.


  • 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 minimum 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. 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.

Effective 24 June 2020, Direct Flights has been informed from Airlines that it may take minimum 19 weeks or more due to high volume of refund requests.

Please contact the travel insurance company directly for advice.

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

As Virgin Australia is currently in voluntary administration, Direct Flights have been informed the ability for Virgin Australia to provide a refund or travel credit for cancelled flights and other services is affected.

The administrators have arranged for a Conditional 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 bookings 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 tickets issued on or after 21 April 2020, standard Fare Rules apply.

Please refer to Virgin Australia's COVID-19 Customer Hub for up to date information.

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.

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.

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.

Please refer to the full Conditional Credit Policy for further information.

If your ticket was issued on or before 20 April 2020, you are eligible for a Conditional Credit in the form of an unused ticket.

The Conditional Credit can be used as a form of payment against a new booking and is for the same amount paid for the original ticket/s, including fare and taxes (excluding VA fees).

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.

The conditional credit is non-transferable and cannot be used in conjunction with Velocity Frequent Flyer Points or travel credits of another person.

Normal Conditions of Carriage and fare rules will apply to any fare you book using your conditional credit, except that the only remedy we are able to offer at this time if your 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. Please see our website for more information.

You do not have to use the conditional credit.

If your wish is to not use the condition credit, your rights as an unsecured creditor are preserved and what happens with the conditional credit will depend on the outcome of the administration process. Depending on how the business is structured in the future, a new owner may honour these credits after administration. More information about being a creditor can be found here: and you can contact the administrator by email with any questions you may have about being a creditor using this email address:

Your rights under the Australian Consumer Law and any law applicable to the booking are not extinguished by the administration. However, Virgin Australia’s ability to provide a refund, a normal travel credit or other remedy is impacted by the administration.

The administrator has arranged for impacted customers to be provided with a conditional credit which enables you to use the value of your original booking to travel on a Virgin Australia flight during the administration period.

If you do not use the conditional credit, your right to stand as an unsecured creditor in the administration remains preserved.

You are entitled to submit a proof of debt claim to the administrators and take a position as an unsecured creditor if you wish. However, you will be no worse off by waiting until the end of the administration period to see what the outcome could be for conditional credit holders (which may be better than those available for unsecured creditors). Please note that if the proof of debt claim is accepted by the administrator, you will not be able to use your conditional credit.

We will keep you informed on the outcomes available to customers. In the event that you elected to retain your conditional credit but are subsequently required to submit a proof of debt claim, the administrator will advise of this requirement at that point in time.

More information about being a creditor can be found here: and you can contact the administrator by email with any questions using this email address:

Update on Virgin Australia Conditional Credits - 10 August 2020

Virgin Australia will provide customers with new credit to the value of travel credit balances for bookings made before the commencement of the voluntary administration period, including customers with Conditional Credits. Future Flight credits will be available for booking flights up to 31 July 2022 with travel valid until 30 June 2023. The new ‘Future Flight credit will be available for use from 23 September 2020.

Customers will be able to use your Future Flight credit for bookings on Virgin Australia operated flights and any future services Virgin Australia operate as travel market recovers and restrictions ease. Bookings using your credit will be subject to seat availability within the fare class reserved for Future Flight credits on your selected flight and will be subject to fare and tax differences and service fees.

For further information, please view Virgin Australia’s website.

Virgin Australia Future Flights Credit - 28 October 2020

Virgin Australia has established the Future Flight credit program in connection with its voluntary administration process undertaken in 2020. Customers eligible to receive a Future Flight credit include original flight booking made on or before 20 April 2020 and has been cancelled or if you have a travel credit that was issued prior to this date.

Future Flight credits are valid until 31 July 2022 for travel up to 30 June 2023. Any unused Future Flight credits will expire at 11:59pm AEST on 31 July 2022 (Expiry Date) unless otherwise extended by Virgin Australia in its discretion.

For further information, please visit Virgin Australia’s website.

Singapore Airlines has released the following statement in regards to their refund processing time:

We are processing refund requests as quickly as possible. In May, our Sales Operations team have been focused on processing refunds for customers with departures that were scheduled in March and April 2020. In the immediate weeks ahead, we will continue to focus on the backlog for these two departure months. Due to the unprecedented volume of refunds, we ask for your continued patience.

Click on the updated Frequently Asked Questions for COVID-19 Global Travel Waiver Policy from Singapore Airlines.

As of 24th June 2020 Singapore Airlines has extended the Global Waiver Policy to now include tickets with original travel departure dates up to 31 August 2020. Please refer to Singapore Airlines website for further information.

Thai Airways Refund Update

Thai Airways has recently informed us of below:

“As THAI is currently undergoing rehabilitation proceedings through the Central Bankruptcy Court, the company regrets to inform our customers that it is temporarily prohibited from processing any refund requests at this time. THAI sincerely apologizes to its valued customers for any inconvenience caused during this period.

Notwithstanding this, THAI remains committed to extending the utmost attention and care to all customers who have pending ticket refund requests. Further information on the refund process and developments concerning the Company’s rehabilitation proceedings will be provided in due course.”

Please refer to Thai Airways website for further information.

Thai Airways Flight Suspension

Thai Airways International would like to advise that flights have been temporarily suspended due to the impact of the coronavirus on both passenger demand and Government travel restrictions. For all THAI tickets (217-) issued before 31 May 2020 for travel between 1 June 2020 – up to 31 January 2021.

Please refer the below links from Thai Airways website for further information.

Thai Airways - Cross-Border Insolvency Act 2008

Thai Airways by its Foreign Representatives filed an application (Application) on 22 June 2020 in the Federal Court of Australia seeking orders, that the Thai reorganisation proceeding according to Chapter III/I of the Bankruptcy Act B.E. 2483 in the Central Bankruptcy Court of Thailand (Thai Reorganisation Proceeding) be recognised in Australia under the Cross-Border Insolvency Act 2008 (Cth).

On 3 August 2020, the Application was heard and Justice Markovic ordered that the Thai Reorganisation Proceeding be recognised in Australia.

Please visit Thai Airways for further information.

Rebooking Tickets

Below are some estimated timelines for the rebooking process. Once we receive your inquiries, we must coordinate with our Supplier and Airlines.
Ticketing and Reissues: 72 Hours
Reassessment and Quotations: 24 - 48 Hours

Malaysian Airlines Refund Update

Direct Flights and our Suppliers are in discussions with Malaysian regarding their refund timelines. We are observing significant delays in their refund turnaround time which is impacting us and customers. We are in discussions to understand their forecast timelines for improvements as soon as possible.

Registration portal for travelers stranded overseas by the Australian Government

The Department of Foreign Affairs and Trade invites Australian citizens and Australian permanent residents who wish to return to Australia and have been unable to do so to register their details with them. Please complete the registration process for each member of your family by following the below link.

Further Questions

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