Had an issue with Virgin Australia? Get a real response.
Virgin Australia is an Australian airline.
For any issues regarding services from Virgin Australia, there are multiple ways to lodge a formal complaint. The best way to get your issue seen as quickly as possible is through their online portals. This can be done by submitting a feedback or claim form and filling all the relevant details. You can also contact Virgin Australia on the phone (Call 13 67 89 in Australia (or +61 7 3295 2296 from overseas)), which is ideal for urgent issues, upcoming flights, or to check the status of your complaint. Using the app can also help direct you in the right direction for assistance. You’re also able to contact them on social media platforms, or directly approach their desk at the airport to resolve any issues happening in the middle of travelling.
Virgin Australia aims to respond back to your complaints within 10 business days, where you’ll be assigned to a guest relations officer, who will provide you with updates on the status of your complaint along the way. If you don’t hear back within 21 days, you can request an internal review, submit a complaint directly to the Airline Customer Advocate, direct the complaint to Fair Trading ot the ACCC, or in more serious cases, you can take legal action.
The most common complaints from Virgin Australia customers normally involve flight delays, lost or damaged baggage, refund delays, poor staff service, and issues with Velocity Frequent Flyer points.
How to submit a complaint with Virgin Australia
Need to lodge a complaint about a flight, baggage issue, or refund? Here’s how to get started:
- Online Complaint Form: Use Virgin’s Submit Feedback or a Claim form. Select the issue type (e.g. delay, baggage, staff) and provide details including the flight number, booking reference, date, and what went wrong. You’ll get a confirmation and case number straight away.
- Phone: Call 13 67 89 in Australia (or +61 7 3295 2296 from overseas). This option is ideal for urgent issues, upcoming flights, or to check the status of your complaint. Ask for a reference number if you’re logging a complaint by phone.
- App & Online Account: Use the Virgin Australia app to retrieve booking info, then lodge your complaint via the web form for a formal response.
- Social Media: Contact Virgin Australia via their social media platforms @VirginAustralia. This is great for real time help or if other channels are slow. For any formal resolutions, they’ll refer you back to the feedback form.
- At the Airport: If your issue happens while travelling, speak to Virgin staff at the airport. For post travel issues, use the methods above.
Tip: Keep receipts, boarding passes, and booking references. You’ll need them when submitting your complaint.
- Confirmation: You'll get an automatic confirmation with your case ID on the same day you submit the form.
- Investigation: Your case will be assigned to a Guest Relations Officer who will review the flight records, staff reports, baggage claims, or any documents you’ve uploaded.
- Response Time: Virgin aims to reply with a detailed solution within 10 business days. You’ll get updates if it takes longer.
- Communication: You will be contact via email. But if it’s easier, Virgin may call you, especially for refund authorisation or urgent situations.
- Outcome: Could include a refund, travel credit, Velocity points, or an explanation based on policy (e.g. weather delays). If you’re not satisfied, you can request an internal review.
Virgin’s Guest Charter commits to structured, timely complaint handling.
Common complaints against Virgin Australia
Passengers frequently lodge complaints for:
- Flight delays/cancellations: Especially when caused by technical faults or poor communication about rebookings and compensation.
- Baggage issues: Lost, delayed, or damaged luggage, slow compensation, and lack of updates from baggage services.
- Refund frustrations: Refunds owed for cancelled flights, unprocessed credits, or double charges (especially post-COVID).
- Service complaints: Rude or unhelpful ground/cabin staff, mishandled special assistance, long call wait times, or contradictory phone support.
- Frequent flyer issues: Missing Velocity points, errors with upgrades, or status benefits not honoured.
- Booking system failures: Seat changes without consent, check-in glitches, or booking errors (especially on code share flights).
These are all issues Virgin Australia is aware of and has structured processes to address.
Virgin Australia complaints submitted through Ajust
I booked an economy flight for $241.95, but was charged $285.95 with no explanation for the extra $44. That kind of unapproved charge is not acceptable. - Kylie
After arriving at the gate at the announced boarding time, I found the flight had already departed. With only one unclear announcement and no further updates, I missed my flight entirely. This lack of communication caused a major inconvenience. - Leva
Virgin cancelled my confirmed booking and rebooked me for two weeks later without consulting me, which didn’t suit my plans. I had to cancel entirely and was left out of pocket. - Simon
I booked with Velocity points and was charged taxes and fees, but after cancelling due to changed dates, I only received my points back. The $231 in fees just disappeared without explanation or refund. - David
How other consumers Virgin Australia complaints got resolved
Baggage loss compensation delay: Took 6 weeks and persistent follow ups, but Virgin eventually paid compensation based on the weight of the bag and a goodwill voucher.
Delayed flight, successful compensation: Passenger missed a meeting due to an 8 hour delay. Virgin refunded meal costs and issued a $150 travel credit within 1 week.
In-flight issue goodwill gesture: A faulty entertainment system led to 2,000 Velocity points as an apology, even without asking for compensation.
If your issue hasn't been resolved, there are other options you can take to raise the complaint:
- Internal Review: Reply to the original email and request a supervisor review. Mention what part of the resolution didn’t satisfy you.
- Airline Customer Advocate: Submit a complaint at airlinecustomeradvocate.com.au if unresolved after 21 days. Include your case ID and documents.
- Fair Trading or ACCC: If it’s a serious breach (e.g., false advertising or refund refusal), bring up the issue to your state’s Fair Trading office or report to the ACCC.
- Tribunal/legal action: Rare, but if it involves significant money and all other options fail, small claims court is an option.
- Go public (carefully): If ignored or unfairly treated, sharing your story on social media or forums can prompt a response. Tag @VirginAustralia and always stick to the facts.
Virgin often resolves issues well before Step 3, but it’s important to know your rights as a consumer.
Here are external parties you can approach if your complaint has not been addressed:
- Airline Customer Advocate (ACA): The main “ombudsman” for Australian airlines. They handle unresolved flight related complaints (e.g. delays, service, refunds, baggage).
- Australian Consumer Law: Covers misleading conduct, service guarantees, and refund rights. Virgin must comply like any other business.
- ACCC: Report systemic breaches (e.g. unfair terms or marketing claims). It's also good to know that the ACCC have acted against airlines before.
- State Fair Trading bodies: They handle refund or voucher disputes like any other consumer issue.
Virgin points you to the ACA in their Guest Charter. Use it if you’ve tried internal steps and are still not satisfied with the outcome.
- Submit Feedback or a Claim – Virgin Australia
- Guest Contact Centre – 13 67 89
- Mailing Address – PO Box 1034, Spring Hill QLD 4004
- Airline Customer Advocate
- Virgin Australia Guest Charter
- Baggage Claim Form
- Velocity Frequent Flyer Contact
- Terms & Conditions of Carriage
- ACCC Complaint Form
- Fair Trading (by State)
Bookmark these if you’re managing an active complaint.
Virgin Australia Complaints FAQs
What is the fastest way to submit a complaint to Virgin Australia?
The quickest way to submit a complaint is through the Virgin Australia’s Submit Feedback or Claim form, which you can access online. Lodging a complaint with all the relevant details gives you an instant case ID for tracking. Submitting online avoids phone wait times, ensures your complaint is formally logged, and speeds up the investigation. Include booking references, receipts, and a clear description so Virgin can process it without delays.
How long does Virgin Australia take to respond to complaints?
Virgin Australia aims to reply within 10 business days after confirming your submission. Some cases may take longer if more investigation is needed. You’ll receive updates if delays occur, and urgent issues may be handled by phone. Keeping your documents handy helps Virgin resolve your case quicker.
What can I do if Virgin Australia’s first response doesn’t solve my issue?
If you’re not satisfied, request an internal review by replying to the initial email. If unresolved after 21 days, escalate the problem to the Airline Customer Advocate. For serious breaches like refund refusals or false advertising, contact your state’s Fair Trading body or the ACCC. Remember to keep your case ID and supporting evidence handy for a quicker turnaround time.
What issues do people most often complain to Virgin Australia about?
The most common complaints involve flight delays, lost or damaged baggage, refund delays, poor staff service, and Velocity Frequent Flyer problems. These issues often lead to missed connections, extra expenses, or feeling undervalued as a customer. Virgin has specific processes for each category, so lodging the complaint with full details improves your chances for a quick resolve.
You’ve done your part, now it’s time to hold Virgin Australia accountable.
Take the final step and submit a complaint that gets seen and responded to.