CHOICE Gives Virgin Australia 2026 Shonky Award

Consumer group criticises the airline for keeping $75 million in customer flight credits after cancelled flights during the pandemic.

Updated on Nov. 3, 2026 in Air Travel

CHOICE Gives Virgin Australia 2026 Shonky Award

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CHOICE has awarded Virgin Australia a 2026 Shonky Award for retaining $75 million in customer cash from flight credits issued for cancelled flights between April 2020 and July 2022. The airline extended its credit deadline to May 2027 but required tickets to be booked by June 30.

Why it matters

Customers holding travel credits faced expiry pressure that limited how and when they could use money they had already paid. The award highlights consumer concern about how airlines handle credits issued during pandemic cancellations.

A parliamentary inquiry was told Virgin Australia held about $93 million in flight credits, of which $75 million was kept as customer cash. The number of customers still holding unused credits has not been disclosed.

The players

CHOICE

Australia's independent consumer advocacy group, which runs the annual Shonky Awards to highlight poor consumer practices.

Virgin Australia

Australian commercial airline that issued the flight credits and extended their deadline to May 2027.

The details

Credits were issued to travellers whose flights were cancelled between April 2020 and July 2022. Virgin Australia extended the deadline to May 2027 after pressure from consumer groups and politicians, but customers were required to book tickets by June 30.

April 2020 to July 2022: Flights cancelled, generating customer flight credits.
30 June: Original deadline to book and use flight credits.
June 2026: Parliamentary inquiry told Virgin held $93 million in credits.
May 2027: Extended deadline to use flight credits.
2026: CHOICE announces the 2026 Shonky Awards.

Travel Outlook

The Shonky Awards have repeatedly targeted companies whose terms leave customers out of pocket, and this award extends that pattern to airline credits. Airline credit policies remain a recurring pressure point for travellers after large-scale pandemic cancellations.

Travellers holding Virgin Australia credits should check their expiry dates and book before the deadline to avoid losing value. Keep records of any credits issued after cancellations so they can be claimed or used when needed.

The takeaway

Check any airline credit balance now and confirm its expiry date. Booking early and keeping written records can protect the value of money already paid.