Virgin Australia International

There’s no point going business class with Virgin. You get nothing for your money. No Virgin lounge at Brisbane international airport. No Virgin lounge at Queenstown airport. No meal requests, even when it’s dinner time. I was given a plate of green leaves. They used to carry a spare veg meal but no longer do. Absolutely NO inflight… Read more

entertainment even for a 3.5 hour flight. No Virgin magazine anymore. Just another pathetic business going backwards with their customer service.

Absolute nightmare! Zero communication, non-existent customer service, and abandoned in Europe. I booked a flight from Lisbon to Melbourne via Doha through Virgin Australia to fly on Qatar Airways. Our flight was on April 29, 2026, but the airlines silently cancelled it on March 31, 2026. Did they notify us? Absolutely not. No email, no text, no… Read more

call. We had to find out completely by accident. We have been left completely in the dark, with no communication and zero support from either the booking agent (Virgin) or the operating carrier (Qatar). Not once did either Virgin Australia or Qatar Airways notify us of this cancellation. We only found out by chance! Trying to get any assistance from either customer service team involves passing the blame and enduring endless hold times. Taking someone’s money and then completely abandoning them without even a cancellation notice is unacceptable. Do not trust your travel to either of these airlines, as they will gladly take your money and leave you stranded. I am utterly disgusted by the sheer incompetence of both Virgin Australia and Qatar Airways. I booked a flight from Lisbon to Melbourne (via Doha) through Virgin Australia. You would expect an international itinerary to be handled professionally, but what I got was a complete abandonment of duty. The ordeal that followed was a joke. I had to spend 9 am to 2 pm on live chat in Lisbon just trying to get answers, and then I was forced to stay up the entire following night from 9 pm to 5 am trying to get someone to fix this mess. Absolutely exhausted and stranded, neither airline took responsibility or offered a reasonable solution, so I was forced to buy my own ticket just to get home. Passing the buck between a code share partner and an operating carrier is a disgraceful way to treat paying customers. Taking our money and leaving us to fend for ourselves is completely unacceptable. Zero stars if I could!!!

We recently flew Business Class with Virgin Australia from Denpasar (Bali) to Sydney on an overnight flight (2 April 2026), paying approximately 60 million IDR for two tickets. Unfortunately, the experience fell well below what we would reasonably… Read more

expect from a Business Class product. We chose Business Class specifically so we could rest during the overnight journey. However, the cabin consisted of only eight seats with no separation from Economy, and the seats themselves were only slightly wider than standard economy seats with no additional recline. In reality, this felt much closer to a Premium Economy experience than Business Class. There was also no inflight entertainment provided, which was surprising for a flight of this duration and further reduced the overall experience. The onboard service was also disappointing. The meal served after take-off was of poor quality with no choice available, and there was no breakfast service before arrival, which is typically expected on an overnight international flight. Overall service felt limited and did not reflect a premium offering. Additionally, there was no lounge access available at either Denpasar or Sydney, which is something many travellers would reasonably expect when booking Business Class. On our return journey, the priority check-in experience was also frustrating, with the queue longer than the standard line and no clear prioritisation for Business Class passengers.

For the price paid, this was extremely poor value for money and did not meet the expectations of a Business Class experience. Following our complaint, we were offered a small travel credit, which did not reflect the significant gap between what was paid for and what was delivered. I would strongly recommend that anyone considering this route carefully reviews what is actually being offered, as it may not meet typical Business Class

In my view, this product is marketed as Business Class but delivers a service far closer

If you're getting married and changing your name, don't book through Virgin, especially not using points! I booked through Virgin with their partner Airline (Singapore) using points. I made sure that my Velocity account was updated with my new… Read more

name, but it did not flow through, and the booking would not allow me to use my points with my new name. I wanted to lock in the price and the flight, so I booked anyway. But when I called to correct my name, I was told that I needed to cancel and rebook. This is very disappointing as this will end up costing double the price, and they were unable to guarantee me the same flight or price. It should have been a much easier process to correct my name, and they should have been able to at least direct me to the partner airline to update my name with them directly.

⭐⭐⭐⭐⭐ Google Review – Virgin Australia I want to express my sincere appreciation for the outstanding service I received from Virgin Australia during a very unexpected travel issue. I was due to fly from Melbourne to Bali when I discovered that my… Read more

still‑valid passport had been automatically cancelled after lodging a renewal application. This left me unable to clear customs or board my flight. From the moment this happened, the Virgin Australia team at Melbourne Airport—especially Daniel at the service desk—were exceptional. Daniel handled the situation with professionalism, empathy, and genuine care. He arranged for my fare to be credited without any fees and ensured I was fully supported. The Virgin online service centre was equally impressive. They rebooked my flight quickly and without any hassle. When it became clear that my new passport wouldn’t arrive in time, they again showed understanding and re‑credited my full fare as a 12‑month travel credit. Throughout the entire experience, every Virgin Australia staff member I dealt with—both in person and over the phone—demonstrated excellent customer service. Their support turned a stressful situation into something manageable. This experience reinforces why I choose to fly with Virgin Australia. Their after‑sales service and customer care are truly first‑class.

Flew with virgin to bali had the best air hostess Vanessa,Nicki, Melinda,Dani were aboustle gems,Captain Oren and Steven (FO) let my daughter have a tour of the pit she was so happy, definitely will be booking with Virgin time after time. Show details

Excellent Service – I travelled on a flight from Queenstown New Zealand to Sydney on 20.02.2025 on the 3.05pm flight. The check in was for 8 of us and we were served by Heather Loveridge. She was so friendly and was smiling all the way through and was very courteous. Outstanding service Heather. We had an awesome time in Queenstown and you topped it off on our departure. Show details

VA is the best – I have been using Virgin Australia several times, they never let me down. Great service, friendly staff. This time I accidentally inserted my middle name instead of full name, I emailed them this morning and they corrected it for me and reissue the ticket for me this afternoon, no fussy at all. Very happy with Virgin Australia.

Worst flight experience EVER!! 4 hour flight to FIJI return just horrible. I always said I would never fly Virgin again after a bad experience 13 years ago.. but the times fitted my schedule so I took the plunge and purchased one of their flights. I can confidently say NEVER AGAIN!. Old clapped out 737 with NO FORM OF ENTERTAINMENT ON BOARD AT… Read more

ALL. NO screens, no movie, no internet, NOTHING!! You could pay $29 for internet which I believe in this day and age should be included in your airfare. We are 2026 not 1956 after all. Offered a cup of water in a paper cup or a hot cup of water with coffee or tea flavouring. YUCK! Had to buy an over priced drink and snack and sit like a sardine for 4 hours with no entertainment and listening to screaming kids all around me. Seriously it was like a form of torture. Most stupidest thing is I paid good money for that torture. Australia’s scabbiest airline and a big embarrassment on a world stage. They don’t even offer you a headset to ABC radio so you can block out the screaming daycare darlings. Seriously I got to the other end and had high blood pressure and a massive headache. Never again EVER will I fly with this lot! Would love for an airline to come up with adults only flights and inclusions that you expect in this day and age… I paid full fare not a discounted ticked for this torture.

Disappointed with my recent experience flying with Virgin Australia. My partner and I booked our tickets together on the same reservation, expecting to be seated next to each other, which is the minimum that should be expected except in exceptional circumstances. Instead, we were split up across the cabin. They did this across both our domestic… Read more

and international legs. When we were given our tickets, there was no acknowledgement given to this fact. It feels incredibly greedy to force couples or families apart just to pressure people into paying extra seat-selection fees. I’m sure they would say the flight was full, but we were amazed to find that there were additional spaces on the flight. If you are traveling with someone, be warned that they will probably split you apart with no warning or justification. I Will think twice before booking flights with them again.

Virgin are Horrible!!! We had tickets to fly from Brisbane to Rome in April 2026. Doha Airport was closed due to the War brewing. They took 21 days to cancel the ticket, then ripped us of by $660 not refunded. DISGRACEFUL!!!!! when it was not our fault we couldn't fly Be very Careful!!! Sucks Big time

tries to book as velocity platnium memcer flight from Auckland to Melbourne. You cxan not do it on line and virgin resrvation staff did noy knew how to do it. Velocity support also could not explain how to do. Spent 2 hours trying to do it with no sucssess Show details

My international flight from the US to Melbourne had a layover in Sydney. When I arrived in Sydney, the Virgin Australia transfer desk staff have already abandoned their job although there was still an hour before my Sydney-Melbourne flight. By not being there, I was late for my flight and have to stay in Sydney overnight. And the only choice I… Read more

had to stay in was a $300 a night hotel. Their staff just didn't care even knowing that not every client has been accounted for at the time. I've never flown with VA ever since.

Had a flight on Qatar air cancelled due to the war. When we went to cancel the covid 19 travel bank, would have expired. Thus losing $480.00. We can’t get our money back so we were forced to rebook a flight in September, but if the war is still ongoing we are going to be in the same boat being messed around by virgin. This is daylight robbery you… Read more

have had the money six years and yet you get to keep it for longer, and earn interest on it. Do not use this company.

I am writing to formally lodge a complaint regarding a very distressing experience on our recent flight. From Denpasar to Melbourne, This was not a request to upgrade to Economy X—we had already paid in full for our Economy X seats. I have attached proof of payment, along with copies of our boarding passes showing our assigned seats, as well as… Read more

the seats we were ultimately forced to occupy.

Despite presenting this evidence to cabin crew, our concerns were dismissed. We were made to feel as though we were being dishonest, and staff refused to review our proof of purchase. This situation caused significant stress and discomfort for both my husband and me.

Since the incident, I have spent over six hours on the phone attempting to resolve this matter, with no meaningful response or outcome. We also raised the issue with ground staff upon arrival, but our concerns were not addressed.

Given the circumstances, we are seeking a full refund for the seating we paid for but did not receive, as well as appropriate compensation for the distress and the considerable time spent attempting to resolve this issue.

As a regular Virgin frequent flyer, I am extremely disappointed by this experience. The level of service we received was unacceptable, and it has unfortunately impacted my decision to continue flying with your airline.

We have also reported this matter to the ACA, due to lack of communication in relation to this matter, and how unsatisfactory it has been handled,

I look forward to your prompt response and a satisfactory resolution.

My connecting Air Vanuatu flight from Espiritu Santo to Port Vila in Vanuatu on Sunday was cancelled due to bad weather. As a result, I was forced to change my international Virgin Australia flight back to Australia at additional cost in order to complete my journey. My UpgradeMe bid had already been accepted. However, due to this forced… Read more

itinerary change, the upgrade could no longer be honoured and the bid amount was still charged.

Despite the change was outside my control and caused by flight disruption, I am told I can’t get a refund of the UpgradeMe amount for the flight that was changed at cost to me and the business upgrade not provided. I will be contacting my bank for a chargeback for “service not provided.”

I encourage everyone to get a chargeback through their bank when Virgin did not provide the paid service and escalate it through state.. NSW Fair Trading, Consumer Affairs Victoria, Access Canberra, WA Consumer Protection, Queensland Office of Fair Trading, etc and cc Australian Competition and Consumer Commission (ACCC)

I won’t be putting in an upgrade bid on Virgin again.

Denied Boarding Despite Valid Visa – Extremely Distressing Experience On 21 January 2026, my 67-year-old mother-in-law, a heart patient, was denied boarding on a Virgin Australia flight from Sydney to Queenstown despite holding a valid New Zealand tourist visa. At check-in, it was clearly communicated that she held a valid NZ visa. However,… Read more

staff focused on an ETA requirement, which does not apply to Indian passport holders who already hold a valid New Zealand visa. The interaction felt rushed and dismissive, and no meaningful escalation to a supervisor was offered despite the seriousness of denying boarding to an elderly passenger.

Virgin later stated that we arrived “approximately two minutes prior to check-in closing.” This does not reflect our experience. We were at the counter approximately 1 hour and 25 minutes before scheduled boarding, and other members of our travelling party were processed during that time. The issue was not timing, but how the documentation was assessed.

The impact was significant: • A 67-year-old heart patient left distressed • Essential medication in checked luggage • Family holiday disrupted at the very start • My wife and children in tears due to the situation

Despite escalating through formal channels and the Airline Customer Advocate, Virgin has denied responsibility, relying solely on internal reports.

This was not just an inconvenience — it was a deeply distressing experience involving an elderly, medically vulnerable passenger. I would strongly urge travellers, particularly those travelling internationally with visa requirements, to double-check everything and allow significant extra time, as the margin for interpretation appears very strict.

Extremely disappointing outcome.

I'm Russian, my English is very bad, I was flying from Bali to Melbourne. But the flight attendant with a huge mouth and brown hair treated me terribly, she yelled and humiliated me because I didn't understand her, and in front of all the passengers. She said she would call the police, feeling superior in this situation since I was already on… Read more

board. And she did this in front of my 5-year-old daughter. This is the first time I've seen such an attitude, maybe she has some problems in the head. After that, she even hit on my husband. She's just a complete wench. And the service in flight was terrible, I will never fly with them again.

Flight Melbourne to Bali business class was excellent. Air hostess very friendly and attentive. Loved our flight. Unfortunately our return flight Bali to Melbourne was nowhere near what one would expect from business class. The air hostess was abrupt and once dinner tray was delivered was never heard of or seen again on our flight. At one point… Read more

she was sitting on the floor in the front kitchen area. I know this because I could see her feet outstretched on the floor from my seat in row 1C. Very disappointed with the service on this flight. Flew Garuda economy and feel it’s on par with Virgin business class and had excellent service with full service much cheaper than Virgin business class.

Virgin Strikes again. We had a salutation error while booking an overseas trio via virgin with singapore. Hours of phone calls. They want you to cancel the flight and re book at a fee. Not sure the free miles is worth the stress.

Refuaed to consider a refund when advised that we couldnt travel due to terminal ilness unliks other airlines who refunded travel minus bookomg costs. Hiding behind the excuse of a 3rd party booking is poor form. No compqssion.. We will never fly with them again. Show details