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Bump people off over booked flights
Can't business travel with virgin anymore, flights cancelled, continually late and then overbook and bump you off. Switching to Qantas. Have flown virgin for years and am platinum velocity member, will now throw all that away as the airline cant provide basic service for business travellers. Not happy
Very bad service.
Will not help with enquiry, left on hold for so long. Did not show any empathy. The employees that I dealt with were so rude. I will never book with virgin ever again.
Worst ever service
Firstly, I’d just like to note, I have been flying internationally for over 30 years and have also flown domestic on occasions.
We arrived at the airport with about 40-45 minutes to go before our flight takeoff. (We were held up on the freeway due to a car collision).
Attempting to check in we found that our flight wasn’t showing on the screen.
Tried to find a free staff member was difficult so we waited and I had to actually interrupt one as time was ticking.
After I mentioned my issue she mentioned that the check in closes 30 minutes before the flight and directed me to the service desk.
Hopeful, I ran to the desk. My hopes dashed when the uncaring staff member said, sorry check in is closed you can’t go on the flight....I told her that we were held up due to a car accident and asked why she couldn’t check us in so that we could board and her response was just that she couldn’t- AND there were no seats available on any of today’s or tomorrow’s flights - and with that I was dismissed! I was almost in tears. I had been planning my family holiday for weeks and everything was crumbling. I told her that we had arrived at the self- service check in 40 minutes prior to check in as we’d been told it closes 30 minutes prior to take off and she then said, “no, it closes 40 minutes before”. Just off the cuff, couldn’t care less attitude. The staff all contradicting each other. (For a moment it felt as if they were actually enjoying our pain and helplessness at being told we couldn’t board our flight). As I sat near the service desk to try and find a flight with another carrier many more people came to the service desk - all with the same problem for the same flight - all had been late due to the car collision on the freeway. I counted about 20 - perhaps there may have been more. All were treated in the same uncaring manner. All ended up on my flight with JETSTAR. I found a flight with Jetstar for later that day and booked it - costing me $540 for 3 one way + $45 for luggage. Thanks Virgin for this unsavoury taste in my mouth and causing unnecessary stress and financial loss at the beginning of my long awaited break. By the way, the service I got with Jetstar immediately following this experience was 10/5 - and I will be writing one for them after this - all the staff there were amazing and bent over backwards to help me as I was in a terrible mental state. VIRGIN- you should be ashamed of yourselves- never have I missed a flight in my life and the fact that you don’t have a manual check- in system to provide a boarding pass for customers who’ve arrived only moments after your self service check in closes is appalling- we had plenty of time to board and had carry on luggage anyway so it blew my mind that we were MADE to miss out on our flight and incur extra costs to get to our destination is unforgivable- I will NEVER EVER even think about booking a flight with you, domestic or international- you got saved not going bankrupt as a result of COVID, BUT this type of service may just be the reason you actually just might soon, because seriously, if you keep this attitude up, you may just be shutting for good. SHOCKING!
Best value for money
I flew return from Sydney to the Gold Coast. Both flights were on time and the staff were friendly. My flights were cheaper than similar timed Jetstar flights but included seat selection and baggage which is a plus. Additionally, the service is better than Jetstar. Lower price point and better service. Will be choosing Virgin from now on!
Take the cheaper options - they are no different now!
Flight to Adelaide. Boarding chaotic - not the organised seating row calls of the past. On the aircraft it was no better - the staff didn’t seem that interested in helping people get to their seats or put luggage up on racks. Cabin crew generally not very interested - the one in charge in particular. No snack provided - only a small thing but they all add up - Qantas did provided one on my return flight. By default I fly Virgin for business and leisure but I am starting to think that I am better off going with the cheaper carriers because there is little if no difference now. The old owners had a good handle on their product - the new management really need to do better. To cap it all we arrived late as well.
Harassed by Cabin Crew Manager
From the moment I stepped onboard to ask if a crew member could assist with putting my luggage in the over head compartment, I was harassed by the Cabin Crew Manager. Later I notified him a passenger had their mask down not covering her face. It was Federal mandate to properly wear a mask at the time. The Cabin Crew Manager persistently accused me of being a child and to stop complaining. Not once but over and over again as I was seated with other passengers. I had to ask him to stop speaking to me. No apology from Virgin Airlines. Appalling service.
never fly again
First of all they have ripped my tough duffel bag on arrival to Melbourne. Secondly, the complaint department has rejected a legitimate property damage claim. On the way from Melbourne the flight was delayed by almost 2 hours with some contradicting explanation. No alternative flights offered. Staff in slow and a seems have no work ethics. Waited for 6 mins till a staff member in luggage service finishes her conversation on the phone.
Virgin was much better a few years ago. Will fly jets only.
Virgin is now merely a poor man's jet star
We actually felt cheated and were very disappointed. The flight changed numerous times before we actually flew. This included us having to additionally fly into Adelaide on what was booked as a direct flight i.e. Sydney to Adelaide to Perth instead of just back to Perth as booked. We then find that the meal that was part of our original booking was changed to just snacks! The snacks in all of those flights we were astonished to find out was a tiny pack of fruity nuts. Neither of us eat nuts & we did not appreciate being told we would at lea...st get a snack if not a meal and then be offered absolutely nothing else as an alternative despite those lengthy flights back & forward. Not forgetting of course that we originally booked with our meals included. It was like they have downgraded so badly it is now like a floating but very poorly stocked vending machine. Not good enough. Not good enough by far. There is little point in flying anything but JetStar now (in this price bracket) given how basic Virgin seem to be determined to make themselves. Why pay more to get less. I would urge Virgin to rethink their cut throat approach to customer service. It will not end well for them in the long run ie many like us will simply stop paying for an inadequate service.
My wife and I paid for lounge tickets, but the bag drop for the flight only opens 90 minutes before the flight leaves. So when everything is done you get about 10 minutes in the lounge. At the airport and all other airlines have their bag drop open. Incompetent airline. Avoid.
Just avoid it
Had flight booked Melbourne(14th of April)-Adelaide-Melbourne (19th of April). First flight went fine. The flight back was supposed to leave at 6am, we got an sms at ~9pm the evening before that there have been changes to our flight and that now we are flying back on 20th of April. No call, no information whether they will pay an additional night in hotel, nothing. Of course the customer service phone line is also working only until 5 or 6pm. Went to the Adelaide airport to talk to someone from Virgin desk. Credit where credit is due - the lady...at the desk was very nice, checked if there are really no seats left on other flights on 19th, however there were none. Since I had a health-related appointment on Tuesday, that I could not postpone, flying with the flight they chose for us was no option. Had to cancel the flight and look for another option to get back to Melbourne. Despite the fact that we will have to leave Australia soon (our visa expires), they still gave us flight credit instead of money refund (that they initially promised). We have absolutely no use for it, and we also do not want to risk getting allocated to some random flight again. Plus we had to call them twice to get it, because after being told they will sort the refund out, we never heard back. They also refused to cover the additional costs of us using another transportation to get back to Melbourne on 19th, saying that it is our fault for not taking the re-allocated flight. Even though we had legit, documented reasons why we could not have taken it. Horrible attitude (corporate, not from call office agents, they were all very nice actually, just not helpful). You cannot just sms-change the flight randomly like that. Reason for flight cancellation was also never made clear to us. They deserved to go bankrupt, no doubt about that. 1 star only for the nice lady at Adelaide airport desk.
Worst company ever
I have paid for a seat with extra leg space. At the airport, I have upgraded to business class and I was told I will get a refund for I have paid for the extra leg space seat but nothing happened. I have waited for hours on the phone without any outcome.
Similar thing happened to me and my family. I have paid more than 600$ for extra leg space seats. They changed the seats and didn't refund me.
No way to reach a person who really knows what he is doing.
Poor communication and pathetic service
We booked with Virgin rather than Jetstar to go a little more upmarket and had the worst experience we have ever had with flights, not just on the outward bound trip but even worse on the way back. It made us sorry we didn't go with Jetstar again.
Our flight out was a joke. Loaded on the plane, then told there were issues that the engineer needed to be called in for, sit and wait, taken off the plane, sent to another gate only to be sent back to the same gate just after we arrived. 2 hours late departing. We laughed it off. Until we trie...d to come home. Arrived way before our flight due to flood waters to be sure we weren't late and receive a text message 1 hour before to say our flight was delayed for 4 hours. It was further delayed another hour and 15 minutes before we had to traipse a km through ankle deep water and rain to the very back of the airport to get on our plane 5 hours after the planned departure time. After our flight being so incredibly delayed, we boarded the plane sodden wet. The pilot apologised and I felt he meant it and was truly embarrased by the crap show we had endured but starving hungry without expecting to be at the airport for so long, we were offered no food at all. Your entire staff looked humiliated and I really felt for them as they had the cards already dealt. Every passenger felt as we did - tired, hungry and upset, and those poor employees had to cop it. Thanks (not) for your offer of complimentary tea and coffee FOOD! I'm so angry that we were so hungry after such a long wait we didn't ask for. Airport since 11am!!! We found out later that if you were smart you went to customer service desk and complained but this also wasn't manned for 3 hours.
Wow, Virgin customer service is back to it's great self again
I took a flight from Melbourne to the Gold Coast today and I was astonished at how good their service was. I know many that write reviews like to only write negative comments because many of us only speak up when we are unhappy about something, but after my flight today I thought it would be correct to give an accurate and honest review of my experience and give them credit where it is due.
Firstly, the check-in was simple and straight forward, the staff were polite and genuinely interested in providing helpful service which I haven't seen from...
Changed Flights twice on me. They Suck
Changed Flights twice on me. Flying Melb to Alice Springs. First change was Melb to Sydney back to Melbourne then to Alice Springs. Fixed that. Second change was they booked it a day earlier. Asked them to change to same day but they said only business class left and I would need to pay extra. Cant wait for the third change.
Virgin is by far the best airline in Australia.
Virgin is by far the best airline in Australia. I missed a flight after failing to not wake up with 5 alarms set. I called then and they solved the issue on the spot with very little inconvenience to me at all. I failed and they were just ready to help, super professional and nice. I’ve had terrible or average experiences on other airlines, but I always trust virgin to be best!
Awful ! Look at all the recent reviews..... avoid, avoid, avoid.
Flight booked for two months Melbourne to Brisbane. Family going to Seaworld leaving on the first flight of the morning 6:15 am. We show up at the airport, I already checked have my boarding passes for everyone; when suddenly I get a text message that the flight is cancelled. I cannot believe how rude and unprofessional the staff was. Virgin used to be known for great customer service. I was told I could get credit for a flight tomorrow, and to call a number. My family is sitting there. No help. No care. Just a rude lady saying next. I will never ever fly this airline again
My recent flight experience was excellent and has convinced me to fly Virgin in future. From quickly solving a boarding pass problem to onboard support for both my wife and I was most professional. Well done Virgin and staff.
Flight changes- appalling customer service.
Booked one flight...changed.....then 1 day before we flew...another change 2 flight changes which meant a 4 hour stopover in Melbourne and a total travel time of over 7 hrs instead of 2.5. It also meant that instead of leaving home to get to the airport at 12midday, we now have to get up at 6am to get to the airport for 9am for the 10am flight.What a bunch of incompetent morons. I have been flying Virgin for 25 years and always fly business on long haul. I'm disgusted at the poor customer service. There was also a 25 minute wait on the phone to speak to customer service. I'm done with them.
Delay after delay and more delays of late, so unreliable, poor customer service, can’t give a straight answer to its passengers, Long term platinum member abandoning this sinking ship...
Commercial oversight...13 tickets overbooked
Tried checking in to my flight online and couldn't book seats. Website told me to check in at the airport. Should have smelt the rat then. Arrived and tried checking in with 2 kids, was told there were no more seats. The plane had been overbooked. I couldn't get my head around it..hang on...I booked flights weeks ago, arranged to meet a friend flying from Adelaide, and sorted out pick up at Melbourne for the two of us. The hostess knew there was an issue the moment I handed her the bag, she made a call and started talking all quiet and covert. ...I asked if there was a problem. She said there were no seats and that I could chat to a supervisor...somewhere over there (as she waved her hand in the direction of a crowd). I said it was their problem, I would wait for the supervisor to come to us. He finally came and explained there was a commercial oversight...code language for this is normal. He explained they overbook, betting that not all people will fly. Turns out they did and 13 of us missed out. Got another flight three hours later and some food vouchers for our trouble. What I would have liked is a text or email explaining we had been bumped. We could have chilled longer on the beach, or stayed longer at the hotel. Virgin has proved unreliable. I won't be betting on them again. Food vouchers only for limited places like McDonald's. Clearly overlooking is their clear 'commercial' process, there is no oversight here.
Questions & Answers
Why did I not get a confirmatory email for a recent booking?
Why did my travel bank money disappear?
How can Virgin Australia trade when owes clients money.I haven't been refunded for the $2000.And why would anyone buy any tickets with the risk of losing their money like millions of people lost during the pandemic? I just don't get it
When you book through a travel agent does the travel agent hold your money or is this passed onto the airline straight away? We booked our flights through the FC we were flying with Virgin Australia.
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