Virgin cancelled flight- No refund
Virgin cancelled our flight from Brisbane to Tokyo due to Covid 19. I requested a refund as opposed to a travel credit as we are unsure when or if we will be able to travel again and the incredibly un-empathetic customer service manager advised the cancellation fee would be nearly 60% of the fare price and told me that the “free” travel bank credit they are offering is, in the customer service manager’s words “pretty generous really.” They are directly contradicting their own guest compensation policy with this advice and saying it’s okay becau...se the ACCC said they can in this circumstance. They are ripping off their customers to the tune of hundreds of dollars, have stood down the majority of their workforce and now requesting billions in bail outs from the government. The way they handle this unfortunate disaster is the way they will be remembered for years to come. Very disappointed.
Direct flight to Los Angeles
I flew from Melbourne to Los Angeles on the 7th of March 2020!
Great experience flying with VA
Delicious vegan food, good leg space, clean plane and friendly staff !!
I will definitely be flying Virgin Australia for international flights in the future.
Inflight wifi prices were a little pricey, but awesome that they offer this for the long haul flights.
Great service during the covid-19 pandemic for my return flight home on the 22nd of March, staff were friendly over the phone and offered me a free flight as I missed one of my connecting domestic flights with another airline.
I had flights booked to Singapore with VA on points (on Singapore Air). These were cancelled and refunded.
Thanks VA for your flexibility during this difficult time!
I will be traveling with you again.
Haven't they changed!.....WOW
About 9 weeks ago we flew with Virgin across "The Ditch" from Auckland to Sydney with these guys. What a turn around in service - in fact the whole experience of the flight was as good as you'd get anywhere in the world.
Firstly, the flight left on time, the aircraft was spotlessly clean, the crew were attentive and very professional and given we flew into Sydney at the back-end of the bushfires, the flight landed on time. Besides all that the cost of the fares were very competitive....................
Well done Virgin you have certainly set a very high standard for your other competitors flying the same route to match or better
Just trying to get a receipt
Virgin Australia debited my Mastercard for a service they sold me. At the time I requested a receipt for this but I never received it. I have now made numerous phone calls and exchanged many emails to no avail - even though the law states that they must provide me with a receipt within a week if I request it. They suck.
Very irresponsible Airline
I made a worst mistake. I booked tickets for Virgin Airlines through a Travel Agent. Tickets were booked 7 months ago for four people. I admit that I booked tickets through a travel agent (Travelgenio) but I booked after seeing the virgin Australia's name. Virgin Australia amended my tickets. I was shocked to see our connecting flight from Singapore was leaving three hours before our original flight from Melbourne. I contacted Virgin Australia and my agent both. Both refused to take responsibility. Virgin Australia's Response was we can't take ...responsibility. Seriously, I booked tickets with them because I saw your name. Your company is the one who let them make the booking. You are the one who changed. I was not asking for refund. I was just asking for correct the mistake. No one would listen. Seriously guys show some ethics. Money eventually went to your account. If you can't take responsibility why you let these people act on your behalf.
Deceptive business practice. Flight centre partnership can't communicate
Want to change the return date of my flight but 1 day, three months in advance of flight. The flight exist, at the same time the following day, i checked, its a matter of changing the date on my flight. Very simple stuff. Found out my brother whom i haven't seen in 5 years in going to be in the same place. Want to see him.
Waited on HOLD to Flight center 10 minutes, hung up to call the airline direct as suggested on FC hold music. Virgin told me they cant make changes to booking and to call FC. Waited another 10 minutes, told no changes can be ...
Great customer service
After a failed JetStar flight we were booked via Virgin Australia. Customer service was great opened the checked in early to accomodate 25+ customers whom were last minute transfer from JetStar. They were patient with our questions and very helpful assisting us as we don’t have details on our flight except we were told we are flying via Virgin.
Understanding and Considerate
Booked flight to Las Vegas to Sydney and realised after booking that my return was via Brisbane. I called customer service and was able to change flight at no cost.
Customer service sucks!!!
LIesie at the front desk tries to make things really hard!!! We almost missed our flight! She even asks for our PR document when everything is electronic now!!! This is a flight to going out of Australia and not coming in???? Think twice if we don’t have PR, why the immigration department let us in in the first place??? We don’t travel with Virgin very often and always use Qantas. But because of this experience, we will NOT travel with Virgin ever again! The staff is not trying to make things easy for the travelers. Instead they make it hard!!! Not happy at all!
Delayed flight, everyone here is right don't fly virgin
Really poor, our original flight is cancelled as it is an underfilled flight delays of more than 5 hours with 2 young kids. Don't trust virgin with your holiday...called customer support and they said nothing they can do they have lost us as a customer
Beware if you need to change your flight they will charge you full fare if you do not book direct with them
Flights were okay but once they have your money there is little customer service. I had a family emergency and wanted to charge me full fare to get home. As I booked through Travel Online, they said it was my own fault for not reading the 100 page pds. Will never get my money again
Usually fantastic but service has become very poor
Both flights in and out were substantially delayed resulting on us missing our connecting flight from Nadi back to Melbourne. When the flight was missed, Virgin organised accommodation for my family as well as dinner and breakfast. On arrival, the restaurant was closed meaning we could get no food for the night or for breakfast and we had to spend two hours fighting for a cot for my 18 month old and a bed for my 3 year old as Virgin hadn't approved this with the hotel.
The hotel called them on our behalf to ask for permission to provide this a...t which point Virgin told them they would not pay for it. Eventually i managed to convince the hotel to give this to me which allowed me to put my children to sleep at 11:30pm only to wake them up at 4:30am for a flight out early that morning. Worst service i have ever seen and when questioned about this, Virgin have taken no responsibility.
I have been flying with virgin australia since 2012.
Wouldnt fly any other airlines.virgin staff are so friendly great fun and service is beyond words. Keep up the amazing great work virgin staff.
Very average for a "full service" airline
Flew VA BNE-DPS on 01 December and returned 13 December. Economy class this time - previous review was for business. Definitely better value economy - business doesn't give much more for the price tag. For an airline purporting to be full service, it's way below the standard set by international airlines. Small aircraft, poor food, limited IFE. However compared to JQ on the same route, it's streets ahead for being on time (mostly).
BNE-DPS: check in at BNE a disaster. Takes forever to ckin with computers and baggage machines not working.... Took 3 staff members over 45mins to print out our boarding passes and luggage tags, and to drop the bags off. Just ridiculous. As there were several VA flights, these problematic machines created queues outside of the terminal doors. Onboard the plane was clean, staff pleasant, flight on time. Food small quantity and quality - basically now they provide the bare minimum and expect you to fork out for "extra" food. DPS-BNE: plane late, aircraft not properly cleaned, bathrooms were filthy, again poor food and limited IFE. Staff were pleasant and responsive to requests for water. Airlines on this route know that passengers cannot take water through security. Should provide a big bottle of water for free onboard the aircraft, or a water station on board. Overall, kudos for being mostly on time, but not in the same league as international full service airlines. There's no way, based on the aircraft / service / food / luggage allowance / ckin procedures that I would book VA long haul. Much better options available at the same price point. Economy is very similar to business, so save your pennies. Take your own food on board, as well as wipes and disinfectant if you plan to use the aircraft bathrooms!
Worst customer service ever! Flight attendants dont use their brain
Worst customer service ever! I flew with my 1 year old daughter from HK back to Sydney, the flight attendants forced me to put luggage any any belongings up to overhead myself after I requested for help 3 times. They refused to look after my 1 year old daughter while Im putting luggage up to overhead. My daughter fell from the seat and hurt her nose while I was putting luggage and she was left unattended!
Also they insist my baby carrier is against their security policy, requested this need to be put up overhead, because it may fall on the flo...
Virgin Australia is the worst airline. I will never fly with them again
I am 21 weeks pregnant travelling with my husband and toddler from Queenstown to Sydney. We had a direct 3h flight. The only reason why we booked VA because of the direct flight. The day before, I was told that my booking got cancelled and I had to stopover at Brisbane and take another flight to Sydney. I basically spent a whole day flying when I could have have been on a direct flight. It was not because the plane was cancelled. No, the plane was overbooked and they decided they can just bump people to a different flight at the last minute.
- Verified customer
Rogues who will rob your money
Staff try EVERYTHING they can to get you off your flight. I booked a connecting flight from Melbourne to Hong Kong transferring in Sydney. First of all, after having to wait 30 minutes to drop my bag at the Melbourne airport,all the staff told me that gate already closed 10 minutes before the boarding time printed on the boarding pass and refused to do anything to help me other than telling me that they are sorry. Luckily, there was eventually one responsible staff who helped us jumped the queue, dropped our luggage and urged us to run to the g...ate. Another nightmare began when I landed in Sydney. When I got to the international transfer desk at Virgin Australia, the staff stopped me from getting on the shuttle bus between terminals and said "there is no way I can make it." She said she was gonna help me and asked me to wait,which I dumbly believed her. Turns out all she did was just asking the staff to take my luggage off the plane and tear my boarding pass! She refused to book another flight and made a ridiculous suggestion for me to catch a cab to "try to make it", after stopping me to get on the shuttle bus in the first place! There is an express train that only takes 3 minutes to get to to the other terminal (I was unaware of that then) and I still have 20 minutes left before the last call when I reached the transfer desk at Virgin Australia. If I haven't believed her, I could very well get on the plane. The staff claimed that I have "sufficient" time to get on my connecting flight as there is 50 minutes between the landing time and the boarding time,completely dismissing the fact that it took 25 minutes for them to actually get the passenger off the plane once it landed and that the virgin shuttle bus comes between 20 minutes of interval and takes another 15-20 minute to get to the other terminal,not to mention the time to go through security. After telling me that I were to pay full fare for another flight and that the next flight to Hong Kong would be the day after, they did not offer any other suggestion to me, a desperate passenger who has no place to stay in Sydney at all. In the end,I had to book another flight to Hong Kong from another airline and waited an hour just to get my luggage. There was no refund for my ticket. The staff at Virgin Australia are rogues,especially the ground staff. I am confident that it is not one or two individuals but the whole corporate in general. I have reached out to 8 staff in two airports and all are absolutely awful except for that one lady in the Melbourne airport. I am never travelling via this airline again. Jokes on you Virgin Australia, turning away a customer who takes at least 5 long haul international flights from Australia a year.
The worst airline in my lift
Virgin Airlines is the worst airline that I have been boarding in my life! We flew from Brisbane to Queenstown, New Zealand two weeks ago, and took off at 8:30 in the morning. It should land at 2:30 local time but after we board on the plane and said that there was a problem with the air conditioner. They spend more than two hours to fix it. When we arrived in Queenstown, cannot land and have to transfer to Christchurch, and then we must take another 8 hours to return to Queenstown by bus. Finally, we were thrown at the front of the closed air...port gate in the raining night at 100 am of the next day . During the eight hours, there was no any foods and water supply, no apologies, even no staff to told you where to go next! We brought a 2-year-old baby and an 8-year-old childeven i just want some hot water for my baby s formule millk still be told nothingoh my godreally bad holidayreally bad airline
Do not Fly Virgin!
I paid a lot extra for an exit row seat and I find out the seat was broken and would not recline so during my LA to Sydney flight (aprox 15 hours) I was extremely uncomfortable and did not sleep. There were no other seats available and the flight attendant confirmed the seat was not working and would take note of it. When I got back to Sydney and complained to Virgin they denied the seat was broken and said there was nothing they could do. I will never fly Virgin again!
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.