Virgin Australia

To Darlene Thanks for your reply over this matter about our missed flight to Perth from Brisbane on the 4th of April 2026 There seem to be big misunderstanding at your end, I did write clearly in my letter about what happened at Brisbane Airport on the 4th of April 2026. (Not on the 8th of June 2026 as stated in your letter) I do not want a… Read more

credit with Virgin Airlines of $890.02 AUD. We missed our flights because Virgin Air lines stated to us twice at the airport, once at the departure gate 41, then again at Virgin customer desk they do not make announcements over the intercom system and it was up to the passengers to read the screens within the airport as I clearly stated in my previous letter we were sitting and waiting at gate 41 where there is no screen. And while the young girl was organising our new tickets she said, but we did get your luggage back off the flight. I have read on Virgins Webb site a Being 737 seats between 134 - 182 passengers and your staff tell me ,,,, were got your bags back off the flight for you, it's looking more and more that our flights weren't even booked for that flight but Virgin took our money then another $1365.06 for another flight to Perth and then telling us don't worry about your luggage we already have it arranged and you can pick it up at Perth. Please refund the amount of $1365.06 back into our account at your earliest attention. If your don't

I contacted Cover More insurance about this incident and they refused to pay out over this claim stating Virgin Airlines were negligence of failing to contact myself and my wife as we sat at the departure gate for some 45 minutes before take off and not once were we notified

To anyone reading this after after about 16 weeks trying to get our money back, they then give us about $890 into our bank account

Disappointed with seat selection and allocation practice I travel regularly between Melbourne and Adelaide, many times each year. I always pay extra — $30–$35 — to select my preferred seat, and often also bid for an upgrade. On my last flight… Read more

there were only about 40 passengers; the plane was very lightly loaded. Yet seated beside me were two people who had paid for their tickets but not paid anything extra to choose seats, even though many rows ahead and behind were completely empty. When I raised this, the onboard manager said seating was arranged for weight balance — but I struggle to see how they could know individual passenger weights, or justify grouping us together when space was plentiful. They eventually moved me to 4C, yet it should never have taken that conversation and embarrassment just to get what I already paid for: space and choice. It makes me question exactly what the extra fee is for.

Absolutely shocking customer service experience after 2 cancelled flights and then less than basic compensation for the loss of time and inconvenience caused. A long awaited and very much in advance booking turned into a nightmare experience. Show details

Worst Customer Service – I would give zero for star rating if that was an option. Worst customer service experience. Closed our flight even though we were on time and refused to assist. Showed the girl texts from Virgin with updated flight details but she insisted they were… Read more

wrong and the earlier text was right. She closed off a flight for a time the flight was never going leave at because the plane was not due to arrive at the airport until after the departure time she said was correct. We were travelling from Central QLD to Hobart for a short visit with our daughter - 5 days, 2 of which were travelling. Now we are going all that way & cost for a weekend only. Yes, she put us on next day’s flights but that isn’t the point. She was wrong and for five minutes all we got was “Not possible…..”, “Unfortunately…..” “I understand….” with a completely deadpan face. Could care less. We weren’t alone given the line-up of people behind us. Will never fly Virgin again.

Too many last minute gate changes. The flight attendant Lesieli was so sweet, asked if I was ok when I boarded as I was shaking and visibly shaken due to almost missing out flight, then as she walked past midflight she checked if was feeling better. It's a little thing but it was lovely. Show details

Had it not been for the superb flight back home I would've rated lower. Our HOB-SYD business class flight was very ordinary. The whole vibe of our flight attendant was a bit off, which made our trip feel a bit awkward. We were offered drinks, were told that we couldn't get the meal option we wanted as they were out (which was fine), but the flight… Read more

attendant delivering the message seemed a little cold. We noticed throughout the flight the different ways they treated certain guests. It felt like the people wearing suits were treated better and more worthy of friendly service and cheerful banter that others. Upon leaving the plane I smiled and said thankyou and was completely ignored.

Our SYD to HOB business class flight was a completely different experience. Our flight attendant was a gentleman named Poppy and he is an absolute asset to the Virgin crew. He was friendly, treated all guests with respect and made sure everyone's needs were met at all times. So my review is 5 stars to Poppy.

What an experience at the Melbourne Airport Terminal 3 Virgin Australia. From the time we entered the airport especially the moment we reached the gate. The staff at the gate were just exceptional so down to earth and so willing to help. My partner was in a wheelchair post a medical procedure and the ground staff Candy ensured we had comfortable… Read more

seats in the aircraft she got me my bags I left on the wheelchair she was such a delight to engage and interact with. Virgin Australia - Candy surely has great customer service skills. She made us and all other passengers feel so comfortable and easy to interact with. Glenn amongst the cabin crew team was great too and ground staff Claudette. Claudette and Candy showed great team work and were high spirited.

Candy thank you for all you did and thanks for making this easy for us.

Customer service is completely unsatisfactory. My flight got cancelled and was made for almost 24hrs later. I excepted this and understand it can happen. They arranged for me to have a travel voucher, Food voucher and accommodation as I had to had a stop over on the new flight. When I got to the stopover, they had cancelled all my vouchers. I… Read more

spent the night at the airport that had a vending machine and thats it. Customer service were unhelpful, would not reimburse me the cost of the vouchers. Didn’t even reply to me when I asked to escalate my complaint. They do not care about their customers. I will never book with them again.

Very disappointing customer service experience with Virgin Australia staff at Cairns Airport Gate 19 on 16 July 2026 for flight VA1424 from Cairns to Sydney. My sister-in-law’s family purchased their tickets and reserved specific seats. They had an e-ticket and invoice clearly confirming their reserved seat numbers. However, after completing… Read more

online check-in, their boarding passes showed completely different seat numbers, and the allocated seats were much worse than the seats they had paid for. They approached the Virgin Australia staff at Gate 19 at around 3:15–3:20pm before boarding to ask for assistance. The staff member they spoke with was extremely unhelpful and repeatedly said, “there is nothing we can do.” This response was very disappointing and unacceptable. Even if there was a system problem, the responsibility of customer service staff is to investigate, explain the situation properly, and try to find a solution — not simply dismiss customers and say nothing can be done. The staff member did not make any genuine effort to understand what had happened, check the booking details, or review the e-ticket and invoice confirmation showing the reserved seats. Instead, my sister-in-law’s family was left feeling ignored and unsupported. The supervisor who became involved was also very disappointing. Rather than properly investigating why the confirmed reserved seats had changed, the supervisor simply claimed that they “didn’t pay enough for the seat”. This statement was extremely frustrating and did not make sense, as the family had documentation confirming their reserved seats and payment. A customer should not be dismissed based on assumptions without checking the actual booking information. The situation became even more unacceptable because my sister-in-law was travelling with two young children. Instead of receiving understanding and assistance, the family was made to feel like they were causing trouble for raising a legitimate concern about a service they had paid for. They were even told that if they continued arguing, they might not be allowed to board the aircraft. They were not being aggressive or refusing to cooperate — they were simply asking for help. This experience left my family feeling disrespected, unsupported, and extremely disappointed with the level of customer service provided by Virgin Australia at Cairns Airport. Mistakes can happen, but the way staff respond to problems shows the true standard of a company. I strongly hope Virgin Australia reviews the conduct of the Gate 19 staff and supervisor involved on 16 July 2026

Our flight from Sydney to Ayers Rock was cancelled and rescheduled three times within two hours. Just 30 minutes before boarding, with young children in tow, we were turned away at the gate, sent home, and rebooked on a different airline for the next day. Virgin provided zero ground support and failed to sync the new booking with the other… Read more

airline, leaving us running between service desks trying to fix their mess. Ironically, the other airline's customer service staff were far more helpful and supportive than Virgin's own team.

Because of this forced 24-hour delay, we lost:

A full day of our holiday

Wages for two working adults

Extra transport costs to and from the airport

Prepaid accommodation and rental car fees

We expect a refund for unfulfilled seat selections, an official cancellation letter for insurance purposes, and full compensation for the financial losses incurred. An absolutely appalling experience.

Virgin Australia call centre went above and beyond to help me book my flight when I was having trouble online. Thankyou Kyle you were amazing, efficient and made it so easy for me! Show details

There’s no point going business class with Virgin. You get nothing for your money. No Virgin lounge at Brisbane international airport. No Virgin lounge at Queenstown airport. No meal requests, even when it’s dinner time. I was given a plate of green leaves. They used to carry a spare veg meal but no longer do. Absolutely NO inflight… Read more

entertainment even for a 3.5 hour flight. No Virgin magazine anymore. Just another pathetic business going backwards with their customer service.

Sydney domestic desk check-in is just mad these days, lack of staff and limited check in desks. Bag drop desks same as check-in desks, poor planning when you need to checkin minors

Absolute nightmare! Zero communication, non-existent customer service, and abandoned in Europe. I booked a flight from Lisbon to Melbourne via Doha through Virgin Australia to fly on Qatar Airways. Our flight was on April 29, 2026, but the airlines silently cancelled it on March 31, 2026. Did they notify us? Absolutely not. No email, no text, no… Read more

call. We had to find out completely by accident. We have been left completely in the dark, with no communication and zero support from either the booking agent (Virgin) or the operating carrier (Qatar). Not once did either Virgin Australia or Qatar Airways notify us of this cancellation. We only found out by chance! Trying to get any assistance from either customer service team involves passing the blame and enduring endless hold times. Taking someone’s money and then completely abandoning them without even a cancellation notice is unacceptable. Do not trust your travel to either of these airlines, as they will gladly take your money and leave you stranded. I am utterly disgusted by the sheer incompetence of both Virgin Australia and Qatar Airways. I booked a flight from Lisbon to Melbourne (via Doha) through Virgin Australia. You would expect an international itinerary to be handled professionally, but what I got was a complete abandonment of duty. The ordeal that followed was a joke. I had to spend 9 am to 2 pm on live chat in Lisbon just trying to get answers, and then I was forced to stay up the entire following night from 9 pm to 5 am trying to get someone to fix this mess. Absolutely exhausted and stranded, neither airline took responsibility or offered a reasonable solution, so I was forced to buy my own ticket just to get home. Passing the buck between a code share partner and an operating carrier is a disgraceful way to treat paying customers. Taking our money and leaving us to fend for ourselves is completely unacceptable. Zero stars if I could!!!

Terrible. Flight leaving Sydney was delayed. Flight leaving cairns also delayed. Worst part is they don’t text or even tell you over the loud speaker that there is delays. If you are late to check in online goodluck getting 4 seats together. Ridiculous airline, staff were nice only plus Show details

Very bad planning for our recent flight tonight from Darwin to Perth. They announce first half of passangers to go up and the second half seat 16 onward to go down, this include me & my elderly parents. I have to go downstairs carrying our cabin bags then go upstairs again from the back door without any help from the crew. I was so tired carrying… Read more

these bags downstairs & upstairs and when my 78 elderly mother asked for help to lift these bags into the cabin, the stewardess just said we need to do it together so in the narrow aisle full of pessengers need to sneak in from behind to swap place with my mum just so I can lift the cabin bags together with the stewardess. This is after carrying 2 cabin bags downstairs & upstairs. Horrible planning & service. Even other budget flights dont do it this way. Do it the normal way please, people who seats at the back to check in first, not half people can go straight & the other half need to carry bags downstairs & upstairs then deal with unhelpful stewardess.