A message from Virgin Australia Group CEO, Paul Scurrah

An update on Virgin Australia's response to COVID-19 An update on Virgin Australia's response to COVID-19 [View online]( &cmpid=VFF0919_202003_PaulUpdate_eDM_View_online&bId=1148973592&acId=254163637&clid=PDM211340&p1=%40rsgm74QeyX2VXZ%2BbHOezodQYXGNqPeNosRYIV6%2BZwuY%3D) [Velocity Frequent Flyer]( &cmpid=VFF0919_202003_PaulUpdate_eDM_homepage&bId=1148973592&acId=254163637&clid=PDM211340) Mr {NAME} Red Velocity points 0 (as at 09 Mar 2020) Membership no. 1125782020 [~] Dear {NAME}, As a valued Velocity member and a loyal customer, I’d like to personally update you on the evolving 2019 novel coronavirus (COVID-19) situation, and the precautions we’re taking. The health and safety of our passengers and crew is always our top priority. While the overall risk in Australia of contracting COVID-19 in the community remains low, we’re taking a number of steps to enhance your protection on our flights. We have a team of senior leaders meeting regularly to discuss our ongoing response and ensure we have the latest information from health authorities. We stand ready to support passengers who need to change their travel due to COVID-19, and we’re waiving change fees for eligible guests. Hygiene practices To date, there has been no confirmed inflight transmission of COVID-19 anywhere in the world. Despite this, it’s important you’re aware that we maintain the highest hygiene and cleaning practices on our aircraft and on the ground. We’re closely following all advice received from Australian medical authorities, as well as the World Health Organisation (WHO), regarding precautions that are needed to minimise risks concerned with COVID-19. We’re following the recommended health and safety precautions and are continuing to provide the latest updates to our crew to ensure they’re well informed before they fly and so they can assist you onboard with the latest advice if required. We’re ensuring our crew maintain high hygiene standards in the cabin, including practicing proper hand sanitising procedures and cough etiquette. All our flights are equipped with hand sanitiser and face masks, and if any guest presents as unwell or with flu-like symptoms on one of our flights, they’ll be provided with a face mask and hand sanitiser, and where possible, moved away from other passengers. Aircraft cleaning We uphold the highest standards when it comes to cleaning our aircraft and have stringent processes in place. Our aircraft are cleaned at a minimum every 24 hours, which includes the use of an antibacterial, antimicrobial cleaning product that reduces the risk of harmful viruses, moulds, fungus, algae and any other possible harmful pathogenic bacteria. Our aircraft are also fitted with High Efficiency Particulate Air (HEPA) filters, which perform similarly to those used to keep the air clean in hospital operating rooms. This means the air quality on the aircraft is essentially sterile and particle-free. I understand you may have further questions about the health and safety measures we’re taking onboard and also our cleaning practices. You can find a detailed blog post about these initiatives on the [Virgin Australia Travel Blog]( &cmpid=VFF0919_202003_PaulUpdate_eDM_Virgin_Australia_Travel_Blog&bId=1148973592&acId=254163637&clid=PDM211340). Booking policy I’d like to also inform you that we have a commercial policy in place for passengers with an international booking wishing to change their travel due to COVID-19. If you need to make a change to your booking, there are alternative options available to you and I encourage you to call the Guest Contact Centre to discuss these. Please also continue to visit our [Travel Alerts page]( &cmpid=VFF0919_202003_PaulUpdate_eDM_Travel_Alerts_page&bId=1148973592&acId=254163637&clid=PDM211340) on the Virgin Australia website for the most up to date travel advice and updates before you travel. Thank you for your ongoing support of Virgin Australia. Yours sincerely, [~] Paul Scurrah CEO and Managing Director, Virgin Australia Group  [Facebook]( [LinkedIn]( [Instagram]( Download the Velocity App [App Store]( [Google Play]( [Contact Us]( &cmpid=VFF0919_202003_PaulUpdate_eDM_Contact_Us&bId=1148973592&acId=254163637&clid=PDM211340)   |    [FAQs]( &cmpid=VFF0919_202003_PaulUpdate_eDM_FAQs&bId=1148973592&acId=254163637&clid=PDM211340)   |    [Privacy Policy]( &cmpid=VFF0919_202003_PaulUpdate_eDM_Privacy_Policy&bId=1148973592&acId=254163637&clid=PDM211340) Please add velocity@e.velocityfrequentflyer.com to your address book. 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