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Criminals! Took my money, they cancelled my flight and won’t issue refund money lost
Virgin Airlines happily took my $600 for some flights, they cancelled the flights and said we don’t have any replacement flights available either. I asked for my money back, they refused and offered credit but have no flights available. So I have lost my $600. Over 10 emails and phone calls to managers at Virgin, still no refund. They have found a legal way to take peoples money and not provide the service and get away with it. NEVER FLY WITH VIRGIN!!
What a nightmare
Booked flights for Japan at the end of last year, they had to be cancelled due to Covid which is fine! however we have been told we have to use our credit on a domestic flight before august 15th. with the borders to QLD now open we decided to change our flights and fly business class to make the most of our credit, but instead we now have to pay an additional $400 each person in airline taxes and fees which brings our cost for the flights to nearly $1500 per person (even if we change the flights to economy they are refusing to use the remaining credit we have to pay for those taxes)for Sydney to gold coast! I will never be using virgin again due to the overall lack of customer service!
If I could give them 0 stars I would
Booked a return flight a month before travel, three days before due flight was informed via email they do not fly from Broome to Perth on Thursdays, so my flight was cancelled. Have now been forced to pay double price for two return flights with another carrier. Still owed the money I paid Virgin, no assistance from Virgin, their help line did not resolve a thing. I am appaulled at their lack of customer service and lack of care. I have also contacted them through a response form and messenger. We were fortunate to have some holiday spending money, which was used for our new flights. Anyone who did not have this backup would be stuck.
Staff have always been obliging, friendly great help with my mobility problems.
I have to use a wheel chair and need help getting on and off the flights. Staff have always been attentive , can't do enough for me, I'm so thankful. A great airline and staff and sad if we lose it.
Was on a flight with my baby back home and they made a big deal out of me asking to take my pram to the gate as I was alone. As I arrived to the gate the gentleman at the front told me to dismantle my pram while holding 2 bags on one arm and baby in the other. Didn’t offer assistance and while I was doing so he told me to move out of his way so he could open the line up. Mind you I was in the special assistance line so there was no line behind me until they opened up the line for normal boarding. Once I was in line the staff were rushing me to hurry on flight and disregarded the fact that I had a newborn. Seriously if I could rate zero stars I would !!! Brisbane ground staff and check in staff are absolutely S*%*!
- Verified customer
Outstanding Customer Service!
You really know a GOOD and bad company when things go wrong, like COVID-19.
Virgin Australia were outstanding in their support during this difficult time for us.
We didn't buy our tickets direct from Virgin, we UNFORTUNATELY went through Expedia. Expedia took us through a debacle in trying to obtain a refund for Domestic flights - they gave us misleading information. Fortunately Virgin provided prompt courteous assistance, put our tickets on Hold and confirmed that Expedia had the money and any refund would have to come from Expedia.
Virgin ...Australia are outstanding, do yourself a favor, next time you fly book direct with Virgin. You can still select your seats and meals online just like other airlines, and they back up with someone you can talk to on the phone (in Australia). I really hope the government can help Virgin stay in Australia because we need honest reliable competition that offers that rare quality - Customer Service! Well done Virgin you have our vote for life.
The customer service team are always so helpful, even though I did wait on hold for 3.5 hours due to COVID-19, they were extremely helpful and friendly. They gave us a credit without any issues. I always fly with Virgin and I think they are one of the best airlines!
Liars and thieves - do not book with disgusting airline
They cancelled my flights, and then made me pay a cancellation fee to get a refund when they are the ones that cancelled the flights! They then also charge twice as much as what they said the cancellation fee would be! They just steal your money and did not provide a single service, disgusting airline.
Virgin cancelled flight due to coronavirus. Said they would issue credit voucher. After weeks they send something saying I have cancelled. Then they issue credit for part of cost but don’t cover my exit row seat costs. This is bonus for them. This is being done on 4 flights.
NOT trustworthy, they LIE & steal your money!!
Virgin are not refunding even though THEY are cancelling the flights! Do not book with them they will ignore you, hang up on you when you phone and do not respond to complaints submitted 2+ months ago! You cannot trust this airline! Please sign this petition to get our money back - make this public world-wide known that this airline CANNOT be trusted!!!
Horrendous phone call asking for guidance during Covid19
Asked for guidance to handle a domestic flight management after Australian government announced 14 days compulsory quarantine from international flights. The lady on the phone was horrendous and totally apathetic.
Worst experience! Cancelled my booking after i was wanting confirmation i was on the flight
Messaged Virgin as one of the flights i was on was cancelled due to the corona virus. I rang and asked what my options were and we managed to get on a earlier flight same day, next day checked the app and wanted to check in as i was worried the flight would be cancelled again so rang them. The phones lines couldnt get through so messaged them on facebook confirming the flight, so what did they do they cancelled my booking instead, unacceptable! to make such a terrible mistake and already in a stressful situation. I booked with Qantas and it was...a breeze. I will think twice about booking with Virgin again, no where does it say i wanted the booking cancelled, unbelievable... Hi i logged online i see the flight hasnt been cancelled but i cant check in online, can you confirm the flight please? and that my name is down on it? Thursday 26th, 12pm flight Thanks for reaching out. I checked this for you and it had not yet been cancelled. I can confirm that I have cancelled this for you now and apologise for any confusion caused. As we are currently experiencing a higher number of enquiries than usual, please allow 21 business days for your refund to be processed.
Excess fees. Terrible customer service.
Never again Virgin. You took my airfare, I even paid for an upgrade and travel insurance, and all of it is worth nothing. I will NEVER go out of my way to fly with you again. This damn virus changed my plans and your company is ‘out of pocket’ due to people not travelling. Well, I’m sure Dick Branson isn’t short of a dollar huh? Well now I am. To wait 3 hours to try and talk to someone to be told there’s nothing they can do. Except postpone the travel to another date for AN EXTRA $90?!?! Up yours.
I am writing this review whilst onboard a Virgin flight. I booked the flights with my reward points and was happy I had enough points for a few flights.
So with today's flight I had a poor experience before and whilst boarding the flight. I showed my boarding pass for myself and my son and the lady said there should be a separate boarding pass for my son. I told the lady that we had both checked in and had been given that boarding pass. When I checked in online, I had no option to check my son in separately and it created a combined boarding p...ass. It also said we were both checked in. So I had to step aside and look like an unknowing dingbat whilst I waited for everyone else to board the plane. After some time the lady finally assisted us and printed our boarding passes, albeit with an attitude and we then boarded then plane. Not good service obviously. My experience of the flight could have been better The Wi-Fi was slower than dialup and basically useless. Availability of drinks were very limited. Don't expect a basic drink like apple juice or anything similar to be available.
Coronavirus - no refunds
I have a Domestic flight booked to Melbourne and because of the Virus, my trip has been cancelled. I did not take insurance, my ticket is not refundable and I was offered only 1 choice: to re-book my ticket and pay the fees. I am happy to do it but I have no idea when should I book it for. By the time I have changed the date of my flight a couple of time, I would have spent the price of the ticket twice. I understand the rules are the rules, but the rules are made to be broken once in the while to keep your customer happy. It is all about custo...mer service at the end of the day and I was expecting a little more from Virgin. PS I had a similar conversation when cancelling my hotel room with Holiday Inn Melbourne Airport and there were kind enough to refund my money. Who do you think I am going to book again with, when I travel?
No food for Vegans
This was a crappy service, I was told that there wasnt any food for vegans on the plane even after $565 for a ticket. Apparently they are too broke to cater to vegans.
I was told that I'd just have to buy my own meal or go without dinner and this was hours ahead that I rang up to ensure I have a meal for dinner.
They refused to give me refund. So disappointing for such a huge airline to act this way.
Won't even give me a credit
I booked flights with this airline, I have to cancel my current booking, they not only WON"T give me a refund they WON"T even give me a credit towards another flight later in the year at a time when I can actually use the ticket, shameful way to do business, I was honest in ringing them and saying I have to cancel my flight but in hindsight maybe it would have been better of I was a NO SHOW instead, at least I would deserve NOT to get my money back for that, it just goes to show, honesty is not always the best policy otherwise we would be getti...ng the right thing done by us as consumers, and if they are keeping my money from my ticket's they better be spending it on cleaning the planes seat's front and back as last time I flew with them my seat had crumbs on it and the pocket of the seat in front of me had a disgusting piece of used bubblegum stuck to the menu card...DISGUSTING people you should be ashamed of yourselves.
If I could rate it 0 stars, I would.
Absolutely awful airline which cares more about making a buck than it’s actual clientele! You pay what seems like a lot more (as opposed to Jetstar/Tigerair) for LESS. Rotten service.
Will never fly Virgin Australia again!
I flew Virgin Australia last year and it was the worst flight I have ever experienced!
We were seated in the row directly in front of the emergency exit rows and as such our seats did not recline. Behind us were 2 emergency exit rows - and all 12 seats were completely empty!
So we asked the attendant if it would be OK for us to move one row back for greater comfort, to which she said we could not because “those seats are more expensive”.
So, instead of sitting in a more comfortable, empty space, we were forced to sit in seats with so little ...leg room, that did not recline, with the seats directly in front of us fully reclined, making our journey all the more uncomfortable. And to add insult to injury, I was unable to use my tray table as it was disgustingly grubby. We brought this to the attention of the flight attendant during food service, who didn’t do anything about it.
Customer service was appalling. Lack of care and compassion was less than a 1 star. Wish I can rate even lower
Lack of care, empathy and flexibility towards guests.
Many situations where flights have been cancelled or delayed and customers have to be ok with it.
Today I was physically at the gate, already checked in.
I did not hear the announcement for boarding although physically at gate.
Somehow missed my flight. Instead of putting me on next flight, said you have to purchase another ticket at 250 one way.
You have a guest at airport. An empty seat. Guest paid and checked in on time.
Why not just put on the next flight...
Paid for the next flight 250, then the flight got cancelled and pushed back 2 hours.
No compensation from their part......
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