Virgin Australia is known not just for its competitive fares but for its warm, attentive customer service—both in the air and on the ground. From its award-winning cabin crew to its responsive Guest Contact Centre, the airline offers multiple support channels including phone lines, an online Help Centre, feedback forms, and social media. Virgin’s focus on passenger experience shows in its policies, flexibility, and overall tone of service. Whether you're dealing with a schedule change, refund request, or travel disruption, Virgin aims to resolve issues with care and clarity—always striving to keep that signature Virgin friendliness at the heart of every interaction.

While many passengers report great service, common complaints include:

• Flight cancellations and delays – often without timely notification, leaving customers scrambling at airports.
  
  
• Refund and travel credit frustration – especially around Economy Lite fares and COVID-19 credits, which are often non-refundable or complex to use.
  
  
• Long phone wait times – during busy periods or disruptions, support queues can stretch beyond an hour.
  
  
• Baggage issues – lost, delayed, or damaged luggage with slow follow-up and limited compensation.
  
  
• Frequent flyer headaches – such as missing Velocity points, difficulty redeeming upgrades, or dealing with system errors.
  
  
• Communication breakdowns – hard-to-understand agents, dropped transfers, or unclear rebooking instructions.
  
  

Despite these, many customers also highlight Virgin's efforts to make things right, whether it’s rebooking you promptly, offering goodwill gestures, or showing empathy during emergencies.

Here’s how to reach Virgin fast:

• 📞 Phone Support: Call 13 67 89 (or +61 7 3295 2296 from overseas). This connects you to Virgin’s Guest Contact Centre for bookings, flight changes, cancellations, and general inquiries.
  
  
• 📱 Social Media: Tweet @VirginAustralia or message on Facebook. Available 7:30am–6pm weekdays, 8:30am–6pm weekends (AEST). Great for quick updates, urgent help during disruptions, or escalating stuck issues.
  
  
• 🧾 Feedback & Complaints: Use the Submit Feedback or Claim form on their site to lodge complaints, compliments, or refund requests. You’ll get a case reference and email response.
  
  
• 🛄 Lost Baggage Claims: Complete Virgin’s Baggage Claim Form and email it to baggage.claims@virginaustralia.com with your flight details and photos of damage if relevant.
  
  
• 💻 Manage Booking: Make changes online (like seat selection or date changes) using the Manage Booking tool.
  
  
• 🛬 In Airport: Visit a Virgin service counter for same-day rebooking, missed connections, or baggage issues.
  
  
• 🎟 Velocity Frequent Flyer: Call 13 18 75 or use the Velocity contact page for points and membership issues.
  
  

Pro tip: For the fastest support, call early in the day or mid-afternoon. Keep your booking reference handy and be clear on what you need.

Virgin’s service policies vary by fare and situation. Key points:

• Fare Type Rules:
  
  
  
  • Economy Lite: Non-refundable, minimal flexibility. Best for budget, but limited options.
    
    
  • Economy Choice: Credit/refund options with fees. Changeable.
    
    
  • Economy Flex & Business: Refundable and change-friendly.
    
    
• Cancel For Any Reason: Add-on available for some fares. Cancel up to 24 hours pre-flight for a travel credit.
  
  
• Refunds for Airline Cancellations: If Virgin cancels your flight, you’re entitled to a refund or free rebooking, even on non-refundable fares.
  
  
• Travel Credits: Valid for 12 months. Can often be used online or by phone. Check expiry dates and usage conditions.
  
  
• Baggage Compensation: Virgin will repair, replace, or reimburse for lost/damaged bags within legal limits. Emergency expenses reimbursed when bags are delayed.
  
  
• No-Show Policy: Miss your flight without notice? Your ticket value is forfeited, including any return segments.
  
  
• Special Assistance: Services for passengers with disabilities or specific needs can be pre-booked. Virgin aims to assist but issues have occurred, so you should always confirm your requests in advance.
  
  
• Complaint Resolution & Guest Compensation: Virgin may offer travel vouchers or Velocity points for major service disruptions. Use the official complaint form to request consideration.
  
  

For full fare conditions, cancellation fees, and compensation rules, refer to Virgin's Fare Rules and Conditions of Carriage pages.