Virgin Australia International

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.

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 name, but it did not flow through, and the booking would not allow me to use my points with my new name.… Read more

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.

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

If it was zero star that’s what they would get . No club lounge . No food no drink everything is extra . $10 extra charge if you pay be credit card . When most card charge only 1%

For international flights from Rome to Dohar and then Dohar to Brisbane, I was told numerous different things about how my partner could select his own seat for the flight from Dohar to Brisbane as he was unable to do it online. Virgin told me that my partner would have to check-in at Rome airport and that at check-in he would be able to request… Read more

his preferred seat for both flights. When he got to the airport and checked-in, the Qatar staff told him that a seat had already been allocated to him by Virgin and they are not able to change his seat because it is a Virgin operated flight. I had previously been told by Qatar that the flight from Dohar to Brisbane is operated by Virgin. Two Virgin staff have told me that the flight is operated by Qatar. All my partner wanted was to get an aisle seat on the longest flight home. The Qatar staff member at Rome airport said that there were numerous aisle seats available. I called Virgin from Australia on my partner's behalf and spoke to someone from Virgin. Virgin's responses to my questions about how my partner could get an aisle seat were (1) download the Qatar app and do it that way, (2) when I told them this had previously not worked, I was told he has to do it at the airport. When I said that my partner was at the airport and had been told by Qatar staff that they could not change his already allocated seat (which is a window seat and had been allocated by Virgin, even though they know his preference is an aisle seat), I was told that there was nothing they could do about it. When I asked why I had been lied to by Virgin staff, the response was when you book and pay for a flight there is no guarantee you will even get a seat. My experience with Virgin's so called customer care is the most unhelpful customer care experience I have ever had. They obviously do not care about customers' experiences and will either lie or just make something up so that you will go away. When I asked to speak to a supervisor or someone higher up, my request was denied and told that I could lodge a complaint via the website.

Leaving Bali it took over 2 hours to check in less than 150 people as they only had 2 staff at the desk. Jetstar had about 8 on their desk. The planes are not appropriate for international travel. Show details

Virgin customer service and their policies are worse than useless. From the looks of it the flight will be worse. The seating was the most uncomfortable I have ever been on. Avoid virgin at all costs Show details

The flight was disgraceful. Left 45 minutes late with no apology. Aircraft was a domestic size. Rows 3 to 31 with 6 persons in each row designated to the only 2 toilets at the back. Seats that were paid for were not supplied. 1 tea/coffee run, 1 water run over a 5 hr 45 minute flight. Flight attendants absolutely rude, when we requested water we were told to wait for the next water run, which never came. Don’t travel with this airline. Show details

I recently travelled with Virgin and didn't realise Australia still had paper arrival cards. I didn't have a biro so I asked the stewardess if I could borrow her biro which was in her top pocket. She said I couldn't because she needed it and walked away. Some time later, a very handsome man sitting near me, asked her the same question. She… Read more

fell over herself to give him the biro, outrageous flirting. He filled in his card then handed the biro to me. She came back and demanded the biro before I had finished my card. Handsome man told her she would get her biro back when I'd finished. So Virgin, there's an obvious answer to my question but I have to ask it anyway - as a 70 year old woman, why was I not given the same service as the handsome man?