Conditional Credits

Please note this information is applicable if your Tigerair Australia booking was cancelled and you have not been issued with a credit or a refund, or you wish to transfer your existing Tigerair Australia flight credit to a conditional credit. This credit is specifically for customers that have an immediate requirement to travel.

Because Tigerair Australia (a Virgin Australia Group entity) is in voluntary administration and services are suspended, our ability to issue a normal flight credit or a refund has been impacted.

However, the administrators have arranged for a conditional credit (to the same value as the amount paid for your original ticket including ancillaries and taxes, but excluding fees) to be provided to customers who do not have an existing Tigerair flight credit for use on domestic flights operated by Virgin Australia Airlines or Virgin Australia Regional Airlines during the period of administration. Customers with an existing Tigerair Australia flight credit can also request to transfer their flight credit to a Conditional Credit if they have an immediate requirement to travel during the period of the administration.

If you do not use your Conditional Credit, it will be transferred to a Future Flight credit for future use.

Who can use a Conditional Credit

  • Tigerair Australia customers who purchased a ticket on or before 20 April 2020, and their flight was cancelled and who have not been provided with a refund/flight credit/compensation/re-accommodation
  • Tigerair Australia customers who currently hold a valid Tigerair Australia flight credit with an immediate need to travel and who wish to transfer their Tigerair Australia flight credit to a conditional credit to use on domestic flights operated by Virgin Australia Airlines or Virgin Australia Regional Airlines during the period of administration

Conditions of use

  • The Conditional Credit can be used for any Virgin Australia or Virgin Australia Regional Airlines flight booking (including flight extras such as seat upgrades and extra baggage allowance) during the administration period (at this stage, approximately 23 September).
  • We are unable to offer use of the conditional credit on flights with Virgin Australia codeshare partners or for any other good or service other than flights.
  • The Conditional Credit is not transferrable and can only be used for passengers who were on the original booking, although not all passengers need to be flying.
  • The amount of your Conditional Credit is equal to the amount you paid for your original booking (including taxes and amounts paid for flight ancillaries but excluding fees). Any amount you don't use remains valid for use during the administration period.
  • If you use your Conditional Credit to book a flight, you will be offered a new Conditional Credit in the event your booking is cancelled, regardless of your fare type.
  • If your Tigerair Australia flight credit is transferred to a conditional credit, it cannot be transferred back to a Tigerair flight credit.

How do I use a Conditional Credit

If you know the new date you would like to book using your conditional credit or you would like to transfer your existing Tigerair flight credit to a conditional credit, please email customerassistance@tigerair.com.au to request a conditional credit and include the following details:

  • full name
  • preferred contact phone number
  • Tigerair Australia booking reference
  • new travel date to book using your conditional credit.
  • A Guest Service Agent from Virgin Australia will contact you by email to provide details of your conditional credit and to book your flight.

Frequently Asked Questions

Q. Can I get a refund for a cancelled flight?

We are not able to issue any refunds for cancelled flights if your ticket was purchased before on or before 20 April 2020.

Q. Can I receive a credit if I can't get a refund?

If you purchased your ticket on or before 20 April 2020, you are 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.

Q. How do I use my conditional credit?

You do not have to do anything with your conditional credit until you want to make a booking.
If you know the new date you would like to book using your conditional credit, please email customerassistance@tigerair.com.au to request a conditional credit and include the following details:

  • full name
  • preferred contact phone number
  • Tigerair Australia booking reference
  • new travel date to book using your conditional credit

If your original booking was made with a travel agent, you will need to contact them directly to use your conditional credit.
You do not have to use the conditional credit.

Q. What are the specific conditions that apply to my conditional credit?
  • 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 the Virgin Australia website for more information.

Q. I've already been issued with a flight credit. Can I use this with Virgin Australia or Virgin Australia Regional Airlines during the administration process?
  • If you have already been issued with a flight credit from Tigerair, this can be transferred to a conditional credit for use during the administration process if you want to book a flight with Virgin Australia or Virgin Australia Regional Airlines.
  • If you would like to transfer your flight credit to a conditional credit and make your new booking, please email customerassistance@tigerair.com.au.

Q. Will the conditional credit be for the full value I paid for my original fare?

The conditional credit will be for the same amount paid for the original ticket, comprising the cost of the fare for the flight and taxes (excluding fees), and the amounts paid for ancillary services that were to be provided by the airline.

Q. What happens if the flight I booked using my conditional credit is cancelled?
  • If your flight is cancelled, Virgin Australia will endeavour to re-accommodate you onto the next available service.
  • Should the re-accommodation service not be suitable, we will be able to offer you another conditional credit that can be used for travel during the voluntary administration period.

Q. I have already been provided with a refund/credit/compensation/re-accommodation. Am I also eligible for a conditional credit?
  • No. If you have already been provided with a refund, re-accommodation on another flight, or alternative compensation (including any amounts received from your travel insurance provider), you are not eligible to receive a conditional credit.
  • However, if you have been issued with a flight credit and it has not yet been used, you may be eligible to transfer this flight credit to a conditional credit that can be used for flights with Virgin Australia Airlines or Virgin Australia Regional Airlines during the administration process. Please email customerassistance@tigerair.com.au to request a transfer.

Q. What happens if I don't use the conditional credit, or due to travel restrictions, I can't use it?
  • You do not have to use the conditional credit.
  • If you do not use the conditional credit, you will be eligible to receive a Virgin Australia Future Flight credit. Further details on how to use Future Flight credits will be provided shortly.

Q. I have travel credits that were issued prior to the Virgin Australia Group entities going into voluntary administration. Are these still valid?

Existing travel credits issued by Tigerair Australia remain valid. Initially these can be used as a conditional credit while Virgin Australia is in voluntary administration. If you do not use your conditional credit, you will be eligible to receive a Virgin Australia Future Flight credit.