Virgin Australia
Verified2,866 reviews
Just want to say worst experience ever with virgin on so many levels. First of all rude staff at the airport when just missed my changeover flight in syd due ato a delayed flight. Had to call virgin at the airport as staff on desk would not help.ended up arguing on the phone to get a refund for missed flight and had to book my own flight with… Read more
another airline and waited in airport all night and then weeks later no refund issued have called many times with different responses and a care factor of zero. Avoide virgin if possible , we should not tolerate this from any company.
Being offered an upgrade to Business I decided to go ahead I was not impressed the "leather" seats were cracked and worn and the food inedible , Premium X would have sufficed for the cost - so disappointing! Show details
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 expect from a Business Class product. We chose Business Class specifically so we could rest during… Read more
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
Reviews with attachments
A must for business – The lounge for domestic flights are so handy especially when you're going for business. There's unlimited free food and drinks. They have a decent variety. The bathroom and showers are great. Very clean and perfect for a quick freshen up. What I enjoy is the free wifi and the charging ports. I feel when I'm in the airport and not the lounge for… Read more
domestic or international, there is no comfortable place to work and charge. If there's charging ports, it's always broken. Whereas at the lounge, during non-peak hr, I can work comfortable and enjoy minimal disturbance as well as good food.
Horrible, overcharged and dirty. They charged us $240 for 2 guitars even after we paid for the extra kilos etc. we got on the plane and it was absolutely filthy on the seat and the tray table. Really underwhelming to be honest. Show details
- +7
Upon boarding our flight Brisbane to Airlie Beach on 9th Feb 2026 the crew noticed I was carrying my wedding dress & made a bit of a fuss then during the flight they surprised us with a glass of champagne & a chocolate each with a lovely note from the crew saying congratulations which was pretty special then as the plane landed we were told the… Read more
captain has a surprise for us & they escorted us to the cockpit where we got to sit in the pilots seats & wear their hats while they took our photo. It was such a beautiful experience & really made us feel special & made our day. We will definitely be flying Virgin again. Thank you so much crew it was amazing ❤️❤️❤️
I just flew on a domestic flight. I did not upgrade my seat, I didn’t eat anything on the plane and my carry on was 6.5kg so there is no reason for any additional changes and yet while I was on the plane I was charged $79.66! This is not in line with fair trade and therefore I have reported this company and will never book with them again! Show details
My wife and I recently flew from Melbourne to Denpasar Bali with Virgin Airlines, we had a very pleasant flight experience even though we flew economy, the seats were very comfortable, spaced well apart, plenty of leg and arm room , staff were friendly and helpful, after flying Jetstar for many years we won’t be going back to them anytime soon their new planes seating compared to Virgins is terrible and uncomfortable, thank you Virgin Show details
Did you know that you can be bumped off your flight at the last minute and someone else takes your spots? We bought our flights a year in advance to attend an Event , had checked in , were at the airport and then our seats were given to others and we were told we had a flight 5 hours later. Virgin policy apparently. Attached is a pic of us waiting for 5 hours after missing our event and waiting after having our flight seats taken from us Show details
Option to take earlier flight from Brisbane to Sydney - due to supposed airport closure in Sydney (weather) , 1635pm flight delayed 2 hours. All other Sydney flights from VA and Jetstar still departing on time. Very unimpressed with the explanation and will now review airline I use based on trust. Show details
Extremely disappointed with my recent experience. Virgin Australia cancelled my flight less than two hours before departure with no clear explanation and no reasonable alternative options provided. This left me stranded and scrambling to find last-minute travel arrangements at my own expense. There was no proactive communication or real support… Read more
from customer service – just a vague apology and the offer of a flight that didn’t suit my schedule at all. For an airline that promotes reliability and customer care, this was a huge letdown. I understand that cancellations can happen, but the lack of transparency, poor planning, and absence of genuine assistance made the situation much worse. Virgin needs to seriously improve how they handle disruptions if they want to retain customer trust.
Business class Cairns to Brisbane - old plane .. no USB .. no screens … wifi free for business class but pricey for economy. Food out of a TV dinner packet and no desert. Staff Ok Show details
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Sitting at airport plane just never showed up. No announcements, no updates. Terrible customer service. I will stop flying virgin and go back to Qantas for my work flights Show details
I recently had a terrible experience with virgin airlines. The staff was rude and did not give us enough time to explain our situation. We were two people travelling, and one of our bag was slightly overweight. I was trying to move some documents to the other bag to balance the weight, but the staff did not listen and rushed us, saying we were… Read more
late. Our flight was at 20:30, but the boarding only started at 20:20. That delay was not our fault. I was also Very worried about my luggage. When i went to collect it, it was not on the regular collection belt. I asked the staff, they said it was kept separately because the zip was open. This made me really upset. What if i lost an important document. This whole experience was stressful and upsetting, I hope Virgin Airlines takes this seriously
- +1
We booked our flights over 3 months in advance. Brisbane to Melbourne Return. They have bumped us and our three children off the flight we booked at a reasonable time (3:10pm) to one 5.5 hours later, ridiculously late at night. Those flights are cheaper too. They’ve basically scammed us by overbooking. The flight we originally booked is still ‘on… Read more
time’, they’re still selling business class tickets. They have also separated our group after we paid to be seated together. When we rang the guest centre they had the audacity to try and make us pay to be seated together AGAIN. Had no solution to the predicament apart from offering to cancel our flights. Because we want to be stuck in Melbourne with no way home… Will never ever fly with Virgin again. This is profiteering at its absolute worst
I recently had a terrible experience with Virgin Australia, about 10 hours before my flight was to take off, I got a text message with an unsolicited change to my flight itinerary on June 30th, 2025, for a direct flight from Queenstown (ZQN) to Brisbane (BNE). My original booking was for flight VA118 departing Queenstown at 4:30 PM. I was… Read more
traveling with two young children, aged two and four, for whom a direct flight was crucial to ensure a manageable and comfortable journey. However, I received a text message informing me that I had been removed (kicked off) from this direct flight.
My new allocation involved a connection in Melbourne, which would have nearly doubled our total travel time and got us home at midnight. This was simply unacceptable given the ages of my children.
As a result, I was forced to opt for an earlier flight with a connection in Sydney. This change caused substantial inconvenience and disruption to my family. We had pre-arranged plans for the morning of June 30th in Queenstown that we had to cancel at the last minute. Furthermore, upon arrival in Sydney, we endured the added stress and difficulty of transferring from the international to the domestic terminal with two young children and luggage.
What should have been an approximately 5-hour direct journey ultimately extended to nearly 10 hours of travel time. This drastic increase was incredibly taxing on my small children, leading to significant upset and fatigue. The unforeseen and drastic changes to our itinerary severely impacted our travel experience and the well-being of my family.
When discussed with the lady on the counter at Virgin in the Airport, she literally couldn't give two hoots!
Flying from Sydney to Hobart with my spouse and my registered service dog. The service that we received was outstanding at check in and going through security was quick and simple. Waiting at the gate to board one of the cabin crew came up to us when we were sitting down and said “I,m here to help you board now, and what is this lady’s name.… Read more
(Referring to my dog). On the way to Hobart people around us would strike up a conversation about the dog. Total strangers having a conversation about a service animal in the cab. Funny how dogs just bring people together. Don’t think Qantas has service animals in the cab as yet, maybe they should change tac. Thanks Virgin for making the trip easy for a veteran of 32 years service.
Latest follow-ups
Cancelled flight. Cancelled flight from PPP. No alternative given. Had to pay extra $300 to fly from TSV. Then wanted extra $500 to change our arrival to TSV. Won't give refund. Acknowledged that they done absolutely nothing to help us - have their… Read more
apologies in email - but refuse to compensate in any way. Will never fly with them again. Jetstar is now better. Even food and drink options.
Follow-up · Cancelled flight was due to rain. Apology stated they were sorry for not providing an alternative or doing anything to help. New flight we took from Townsville was absolutely fine. Ended up refunded the fare difference after going through the ACA. Unsure if it is truth or not, but they said that it shouldn't have been handled that way. Maybe I… Read more
⭐⭐⭐⭐⭐ 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.
Follow-up · Tell us about baggage handling............Good no complaints What about lounge access?...............Yes access the lounge....coffee was great - breakfast good How was the rebooking process?..........Yes i re-booked.....process was easy...No problems
My first negative review as a regular Virgin customer Check in “Bag drop off” was ATTROCIOUS on Saturday 28.02.26 Yes Sydney airport was under renovation and Virgin has dropped the proverbial ball What a trash show Poor service from a non budget airline at Sydney airport
Follow-up · So that morning in Sydney the queue for “baggage drop off” snaked so long that people were running up to any staff wandering around and because they had been standing there for so long They were jumping in front of everyone else . Who then in turn made those people late !!! It was chaos Not enough staff to help guide people at Australias BUSIEST… Read more
Positive reviews
Flight to Hobart 5.30 pm Sunday 12th from Adelaide. Allstaff were very helpfull at weigh in, boarding pass ,and smooth security check. All staff were courteous and professional. Thankyou Show details
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I'm mostly a frequent flyer for Qantas and Jetstar. This is my first couple of trips with Virgin Australia and I'm impressed. Prompt departure and arrival on both flights. No delays. Seats are slightly more roomy than jetstar. Width is the same but slightly more leg room. At least for the domestic flights I have chosen (Sydney to Adelaide).… Read more
Economy X has excellent leg room if you are willing to fork extra.
When I had a technical issue with purchasing wifi I was able to contact their support chat team who were able to resolve the problem promptly.
Virgin Service desk at the airport were friendly and went to extra mile to rebook my seat at a better location per my request. No issues at all.
Overall I can't fault virgin Australia and I'm happy to fly with them again in the future.
I contacted customer service to help change a corporate booking made through a travel agent, and the consultant I spoke to was incredible—patient, professional, and genuinely helpful. What could’ve been stressful was handled smoothly and with care. I was also lucky enough to be granted a Business Class upgrade through the upgrade bid process… Read more
(first time ever flying business… and wow, I’m officially ruined for economy now).
At Sydney Airport, the check-in staff went above and beyond by offering to move me from a later flight to a much earlier one so I could get home sooner. I didn’t even think it was possible, but she persevered through the rebooking process and was so kind and lovely the entire time.
The cabin crew were just as amazing—attentive, warm, and consistently checking in throughout the flight. I felt genuinely valued and looked after every step of the way, especially during a difficult time personally.
Huge thanks to everyone involved. This experience has genuinely set the bar, and I’d have a hard time flying with anyone else after this.
Negative reviews
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.
Useless waited 30+ minutes to receive a bag that never came out, and no staff anywhere to help had to get airport management to go find them and then once they found them virgin didn't have any apology or reason why it was just sitting there useless
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.
Recent reviews
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 wife and I were on holidays in cairns from the 21/March until the 29/March On the 22/March at 8.50 Am Queensland time i got a email from Virgin saying that the 9.10 Am flight on the 29/March was cancelled and I had to contact Virgin So I contacted Virgin at 9am to arrange a new flight for the 29/March and the lady at customer services told me… Read more
that the 11.10 flight to Melbourne in Business class was full they put my wife and I on the 7.50 pm flight and arriving in Melbourne at 12.20am I then received a phone call two hours later from Virgin customer services saying they had made a mistake and saying that the 11.10 am flight to Melbourne in Business class was not full so I asked if my wife and I could be switched on to that flight but then they said it would cost us $1.150 to change flights and I said it was your fault for not doing there job properly This mistake by Virgin cost me time of getting home so I could continue with my Kemo
Very disappointing experience with Virgin Australia travelling from Melbourne to Brisbane with a toddler, connecting to Samoa. I clearly confirmed at the gate that my daughter’s pram would be returned at the aircraft door due to our short 1hr 15min connection. Instead, upon arrival I was told the pram had been placed in checked baggage and then… Read more
sent straight to my next flight without my knowledge.
This left me having to carry my toddler and bags through an unfamiliar airport, transfer terminals, and rush through multiple queues with very limited time. There was little urgency or support from staff despite the situation.
The whole purpose of arranging gate collection for the pram was to make transit manageable, and this was not honoured at all. It made an already stressful journey unnecessarily exhausting.
Really disappointing level of communication and support, especially when travelling alone with a young child.
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