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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.
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.
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.
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
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.
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.
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.
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 ...
Disgrace of an Airline
Cancelled my 6:45 flight and put me onto a 6:20pm flight. Was on hold for a total of 2.5 hours, but didn’t get through to anyone and was hung up on twice. Went to the desk at the airport and was told there was no space even though other flight combinations (business and/or indirect routes) were showing up online. Lady at desk service just shrugged her shoulders without any apology. Ended up cancelling and booking Jetstar. Won’t fly them again.
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......
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.
- Verified customer
Worst Airline in Australia
Please do not fly with them. My flight experience was the worst I ever had, weeks ago I took a flight with them which I now regret, I found my bag was opened and I realized several items were stolen, what was even worse, the employees give me inaccurate information about what I should do to recover my things, they give me a phone number which nobody answers the phone. Even worse, they suggested to me go to the police in order to report the missing baggage. I spend a lot of time trying to do it, the officer said to me the problem was a matter of the airline and the airline has the responsibility for transporting my baggage without any problem. They still don't answer my calls and my emails. Please do not fly with them
If given the choice go Qantas!
I normally fly Qantas work work (2-3 times a month domestically) however this time I was put on a perth - syd flight on virgin. Wow the difference is amazing. Its a long flight! But virgin gives you the smallest serve of food - certainly not enough to get your through the flight. On the same syd- perth flight qantas always has plenty of food and unlimited alcohol where as on virgin you have to pay for alcohol after one glass!!!! But I was so so hungry on the flight! It was terrible (and I’m a petite female - cant imagine if I was a male how sta...rving I would be!) there was also no screens! And no wifi. It was a total shock! I guess I am used to Qantas and the excellent experience you always have with them! Also check in was so awkward. The machine couldn't scan my tag so it took like 20 minutes for me to even find a staff member to assist (i am 25 and work in IT - I have no problem using qantas’s self check in system)
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Questions & Answers
Does virgin domestic still do final boarding announcements. I only heard one telling passengers they would be boarding in 5 / 10 mins.
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