Virgin Australia Airlines
Reviews and Complaints

When booking a flight to Hobart recently, by the time I got the Paypal part done, the Virgin website said my booking had timed out, so like an idiot I went and rebooked it and paid again via paypal only to discover that Virgin had actually accepted my booking so I had duplicated the booking. Booking numbers are:

CIECDG (cancelled) and JVRMMD (not cancelled). Realising the error of my ways when I received my bookings via email thinking that the timeout meant it wasn't booked when it actually was, I called Virgin and the helpful lady said that my duplicate booking would be refunded and to expect the refund in the next few days. I have received the refund for the flight and the seat allocation, but I have not received the $65.00 for checked baggage. I have called again this morning, only to be told I am not entitled to a refund of the checked baggage charge. Can you please explain to me how this is my fault, when your website timed out? Thank you, Traceyanne McLaren

Gayle Laoumtzis acct no [protected]. We HAVE Some flight credits left and have been told we must use them by 31st Dec 2023. As we are both on the pension and Xmas coming up we cannot afford to take a flight as we have to add some more money for both of us. We do not want to lose the credit we have, and we wish you could extend it to some time next year.We did all the booking pre covid and when covid hit all was cancelled and we received flight credits. As you can see we Have used up more than 80% or so but at this stage we don't have the resources to fly before the end of the year.

Booked my return flight from Canberra (Home city) to Melbourne on 10th July 2023 for 27th Oct 2023 return 29th October 2023 flight schedule.

Bought for $270+$65 extra luggage.

On Sunday 29th October at 2:44 pm got sms and email saying that the flight (VA0291) departing from Melbourne to Canberra at 8:55 pm got canceled without any valid reason.

Instead gave me the option of the next day at 12:30 pm (Monday). Which forced me to stay that night.

So instead, booked an expensive and longer route flight through Qantas as I had to attend to my important work on Monday morning.

Qantas Ticket Price $1,309.12 +$100 luggage.

29 Oct 23

QF626 5:20 PM Melbourne to Brisbane

QF1911 7:30PM Brisbane To Canberra

I asked for a refund, the customer support refunded $141.01.

Compared to $1400, for a not valid reason to cancel the flight, is definitely not enough. I demand compensation for all the cost and disadvantages caused.

On the 27th December 2022, I was involved in an incident aboard Flight VA833.Melbourne to Sydney.

Due to this I was unable to return to Melbourne on a Virgin Airlines Flight. Understandably I was then required to purchase a flight aboard another Carrier. Since the incident I have been contacted by Civil aviation, received a fine & advised there would be no further consequences.

Until the 29th of August 2023, I had not heard, nor received any correspondence from Virgin Airlines. This was dated 28th August 2023.

In the interim, I booked 2 Return flights from Melbourne to Hobart for Saturday 9th & 10th of December 2023.

Virgin Airlines have had a period of eight months to advise me of any Restrictions to flying with their carrier. Had I been advised prior, I certainly would not have made the booking.

As such I require all monies to be reimbursed in full for both myself & Mrs Tracey Toal. Flights VA 1316, Sat 9th Dec 2023 & VA1333, Sun 10th Dec 2023.

Total Monies $396.00

We travelled with my Grandsons and Husband and pre-paid 3 bags at $150.00. When I got to the airport, I was charged $110.00 for the 3 bags even though I had proof.

I also paid $19.00 each to sit together chose my seats and my booking on your app stated we were. At the airport, we were separated with the Grandsons being in row 16 and us in row 10. When I asked the desk staff I was told "Too bad, it's school holidays"? I managed to get myself and husband to sit with each Grandchild, but I specifically paid so we were with them.

I also paid for 2 bags on the return trip on the 11th July VA366 but only put one on. I asked about a refund and was told to claim, which I am now doing.

I have also tried many times to submit this claim and it will not go through, so hoping this one does?

It is an actual joke that I pre-paid bags and seats and this was disregarded on check-in. Also to be told that it is school holidays, the flight is full, too bad? Not good customer service. I was told that the connecting flight was pretty empty so there should be no worries? I didn't pay for a maybe!

I would like a refund on the $110.00 I was charged at the airport. I would also like a refund of the seat bookings on the above flight and refund of $50.00 for the bag that was not put on the returning flight.

Original flights booked in 2020 from NZ Auckland to Australia - Brisbane cancelled due to COVID.

Flight credit received.

No flights flying out of Auckland as of 2023.

NZ departure from Queenstown only available as of 2023.

Flight credits are valid for booking and travel up to 31 December 2023

* This service is not what we paid for. To get to Queenstown would be another two domestic flights for us.

Multiple phone calls made to Virgin Australia to get issue rectified, but no help offered.

Airline reference is TMKAPR with an amount of $2015.54.

Travel Bank Account Number: [protected]

Username/Velocity Membership Number: [protected]

Karen Paraone

[protected]@msn.com

Booking ref- kpkfkn-

We booked our flighta from aus to ireland through virgin to be carried on QATAR.

For our return trip we tried to book our seats, which we couldnt with qatar as they told ourselves to contact virgin, so we did.

They sent us around in circles and told us we can only book our seats at the airport, up9n this moment my wofe to be asked about her meal requests that need to be lodged as she is vegetarian, the virgin customer service lady said to " pack your own lunch"

This is pretty disgraceful as we only fly virgin and have that many points from sp3nding thousands of dollars with this company.

Really looming to change airlines after this as the new partnerhaips with qatar seems to be failing

Had to cancel a flight in Jan. for medical reasons. Virgin AU has still not sent a refund statement to my travel agency (FlightHub). They have inquired multiple times to Virgin AU. I can't get a refund from my travel insurance company till all airlines send a refund statement to my travel agency. Virgin AU is preventing me from completing my request for a refund from my travel insurance company. I have no way to call Australia to speak directly with them, and no US customer service number. that connects to a live agent.

I booked a flight to Thailand in 2020. Covid bit worldwide so we could not go. Instead after long months worth of communication back and fourth, we have received a land and air credit with virgin. However I have gone to book several flights to use my credit which legally we should have got refunded since it was a nationwide pandemic. It will not accept any flights we use from different destinations.

15 Dec 2022 From adelaide to brisbane SQ 6925 

17 Dec 2022 From Adelaide - Sydney - Taiwan reservation code TMQRKH or code 5QOKG3 (CI)

Passenger name: Suh-meei hor and Chun-fu Chiu

We are speaking on behalf of my parents. According to the “Consumer Guarantee” under the Australian Consumer Law as regulated by the ACCC, and by referencing to the Virgin compensation policies. We believe we have the legit right to claim for this instance. 

****Please retain the return trip, do not refund the return Trip, They will still use it when travel back from Taiwan to Adelaide on the 5 Jan 2023**


My parents are supposed to be flying back to Taiwan Taipei on the 15th. However due to the engine issue from the Virgin aircraft, the flight got cancelled and after they got the alternative flight they were forced to go home - which incurred a Taxi expense. 


On the next day 16th., which is another waste of day. 

The reroute confirmed flight provided by Virgin is 17th to Sydney and then fly to Taiwan. They tried to check in online but were unable to get the boarding pass from the trip, Sydney to Taiwan via China Airline, neither when they arrived at the counter and asked for it. The virgin staff at the Adelaide counter was hopeless. They said they had no help on this when they could just make an easy call to China airline for my poor parents to check on this before they fly to Sydney. But nothing has been done and no communication has been given to my parents regarding this flight isn't book or confirm. 




On the 17th when they arrived at the check in counter in Sydney. The staff told them the flight from Sydney to Taiwan isn’t properly booked either from Virgin’s end or skyscanner - china airline staff said ticket wasn’t confirm and paid.




Another day of waste and incurred Taxi and accommodation expenses living at a nearby Hotel in Sydney. At 10:43pm Virgin sent through the new reschedule which is ridiculous - fly to Brisbane then to Bali and then to Taiwan. After all this nonsense and boarding pass issue between Virgin and China Airline, my parents wouldn’t take another potential risk at Brisbane or Bali Airport, because again there is a high chance they would not get the boarding from “Bali to Taiwan” after they arrive in Bali. Discussion with Virgin about rearranging a more reasonable route is being denied with no alternative given after all this crap that happens. They were supposed to be in Taiwan already. 

(P.S staff from China Airline just told my parents now 18th Dec 7:30pm  the reroute you guys offer to them flying from Sydney to Brisbane has been delayed and people whoever is travelling from Brisbane to Bali couldn't make it to their flight. If this really happens to them again it will be more expense spent and more days wasted.)




Because Virgin refuse for an alternative flight, they now have to book a one way direct flight from sydney to taiwan from China Airline by themselves for $5969.66 in total for two people (receipt and flight detail attached)




According to the “Consumer Guarantee” If the consumer had to book a flight with another airline because the first airline had no reasonable replacement flights. The consumer has the right to get reimbursement from the costs they incurred - Flights, Taxi, Hotel expense and the costs for wasting the days which they are meant to be in Taiwan having holiday now. They also work casually and took these leave without any annual leave. With the waste of 4 days in total. 




An extraction from your policy FYI 

“In the event we need to cancel your scheduled service, we will move you to the next available Virgin Australia service to the same destination without charge. If the new flight time is not suitable to you:

* There may be some circumstances where we will seek to transfer you to a service to the same destination operated by another carrier, if this is suitable to you.

* If we cannot make suitable alternative arrangements, you may request a Travel Bank credit or a refund of the total price you paid for your impacted flight by contacting our Guest Contact Centre or your travel agent.”

Desired outcome:

In conclusion, please don't ask us to contact Virgin for this. It's all because of poor communication between you and Virgin leading to this outcome today. We brought your service for the sake of your service. Please sort out between you and virgin about who should refund which part to us. We don’t care as long as we got the correct reimbursement and compensation. Please don't waste more of our time. We only ask for what we have lost during this whole process. We have also provided you with all the receipts on all the expenses including the flight fee we suppose to use on 15th Dec booked through skyscanner web, accomodation, taxi, meal and rebook flight below. Note that this excludes the refund for the return trip, the return trip is to be retained. We trust that you will tackle this issue responsibly.  Otherwise we may seek ACCC in charge of this instance.

Extraction from ACCC regarding consumer right for delayed flight 

If that replacement flight is not within a reasonable time, the airline must give the consumer their choice of a different replacement flight or refund. If the consumer had to book a flight with another airline because the first airline had no reasonable replacement flights, they may have a right to reimbursement from the original airline for the cost of that flight.

Delayed Flight Compensation Summary

**Retain the return trip, do not refund the return Trip**

Date

12/15

Expense for flight fee $3795.5 (return for 2 people) We are not asking too much. We are only asking for half of the flight fee refunded ($1897.75) to cover the one way part that we missed (from Adelaide -> Taiwan)

Taxi for going home from Adelaide Airport $53.38

12/17

Taxi between Sydney Airport to Hotel (return): $47.51+21= $68.51

Hotel expense for a night: $211.65 Dinner $30.15

12/18

Breakfast + lunch: $28.10 + $36.51 = $64.61

Total expense for travel accomodation

$428.3

Compensation for the lost of 4 days holiday which could be used for work instead

$30 per hour *7.6hours per day * 4=$912

Gross Total Compensation $407.3 + $912 = $1320

Expense for new ticket from Sydney to Taiwan - refer to attached receipt

$5969.66

All together total lost and spent from 15Dec to 18Dec: $9615.71

Please contact us back on [protected]@gmail.com or kimyc.[protected]@gmail.com ASAP.

Good morning. I booked my daughter and friend (booking reference number XVNNJJ) from Brisbane-SYD - Abu Dhabi - London. When we arrived at airport yesterday flight was delayed an hour. As result, when they got to Sydney they were told to head straight to the international terminal & their luggage would be transferred across (so they caught a taxi), when they got there they were told that check-in was closed and that Virgin would arrange new flights and accommodation. Understandable, these things happen. They were told to go back to the International terminal to collect their bags. They did, bags not there. Told to go back to Domestic terminal & they would be brought across the Domestic terminal while accommodation and flights were organised. Went back, Virgin unable to arrange a motel as everything booked due to all the cancellations. I found a room at 10.30pm, last room available for $350 a night (double bed, girls had to share). Baggage still not received.

They arrived at airport 4 hours before domestic flight (now to Melbourne) to chase up their baggage. It is in a room at the Sydney airport. Someone needs to “check in”. It could not be transferred to them in the 4 hours while they were waiting for their flight. The bags will fly out from SYD at 4.30pm today, and will arrive in London up to 24hours after they arrive. The girls are to lodge a badge claim at the Abu Dhabi airport on arrival and hopefully the bags will be sent to London. This is what they were told by the Virgin Customer service people in Sydney.

I contacted and spent 25 minutes on hold with Virgin customer service to be transferred to their baggage department. After 53 more minutes with a lady who could not help me, I was transferred to Patrick a Supervisor. He told me that he wasn’t at Sydney, and that his best advise was to travel to London and the bags should turn up some time! They had no record of the bags and couldn’t help. Lodge a job (which I had already done with the first lady). He told me to ring customer service.

I then rang customer service back, after 45 minutes on hold spoke to MG) - Senior Representative of Virgin Australia), and after 62mins was told that there wasn’t anything they could do, needed to speak to the baggage department (WHO I HAD JUST SPOKEN TOO!). She gave me a number to call them directly, Sydney International baggage department - 02 [protected]. When I try this number the number is disconnected. Twice I repeated back this number to MG and she said it was correct!

How is it that the bags could not be transferred to them at the Domestic terminal, the Passengers check them in, get them in Melbourne then take them with them to the International Terminal and again check them in? What are these girls supposed to do for cloths for another 24 plus hours? One set of clothes for 4 days… Katie is 18 years old.

Not only are we out of pocket (money that she or us can afford), this experience and customer service has been absolutely disgusting. There is no accountability whatsoever. We were okay with what happened yesterday, explained to our daughter, be nice, it isn’t anyone’s fault but today’s events have proven otherwise. “I AM SORRY but can’t do anything” is NOT GOING TO CUT IT!

During covid 2021 myself and my 3 young grandchildren were ordered by the NZ Family Court to transport the 3 children into the custody of their Father in Adelaide after a case of neglect involving their mother. Naturally we would normally book a direct flight however at this time no direct flights were operating so we were booking via, Sydney or Melbourne in order to get to Adelaide. On 3 separate occasions we booked flights and Auckland went into lockdown, so we were unable to travel. Some of these flights were with Virgin and other times with Quantas, any flight that became available was considered.

We finally travelled to Sydney and then onto Adelaide on 23/03/2021. It was a traumatic time for us all and extremely difficult during covid with 3 young children.

I have recently had an email via my son who advises I have a credit with Virgin to the value of $1600.00 for one of the flights we were forced to cancel. It says the credit must be used by the end of January 2023. I am not planning a trip again to Adelaide until August 2023 and i am certainly not using a connecting flight when a direct flight is available. I have offered the credit to my son to use to travel to NZ for Christmas from Adelaide but there are no available Virgin flights during this time for him to do this either.

My argument is, why can I not have the credit put back onto my credit card. The money was mine in the first instance and if I am unable to use it by the due date, I should be able to have the money returned to me.

I am hoping you can see the sense in my argument and understand my dilemma.

I look forward to your reply with interest.

Kind Regards

Gail Mears

Good morning, My family and I book tickets through Mix & Match flying with Virgin from Maroochydore to Melbourne (one way) for the 8th of December(Flight VA1048 - Economy) 8.05pm arriving in Melbourne at 11.30pm)

I booked them through mix and match because I could use Afterpay and the payment method. I wouldn't have been able to afford them otherwise.

Our plans have now changed and we are unable to fly on the 8th so I contacted Mix and Match for a refund. They came back to me saying I cannot get a refund. I have already paid $400 for the tickets via Afterpay and I don't want to continue to pay the tickets off if it is going to be lost money. What can I do? $800 is huge loss to me. It's so unreasonable of your airlines to take my money and not offer me some sort of refund. The last thing I want to do is make a fuss. Please find me solution?

Can someone urgently contact me please as I am so stressed right now.

Five tickets - surnames - Holden E: [protected]@iinet.net.au

Yesterday 29th October 2022 I checked in on-line for our flight to Adelaide the next day. I picked my seats, and all was well. Later that evening I tried to go onto the Virgin website to find out if I could carry an umbrella on board. Unfortunately, their website was down so I was unable to connect to them.

Today, 30th October 2022 at 8.13am I received a text message to inform me that my husband's and my Flight from Sydney to Adelaide at 9.15am had been cancelled and I had been placed on the 9.15am flight the following day. Ironically, we were at the check-in counter and even the Virgin employee was not aware of the cancellation until I showed her my text message. And apparently, the flight was full. Website is still down!

There was NO explanation as to why the flight was cancelled. We were directed to the Service desk. Again, there was no explanation of why the flight was cancelled. Because we lived in the Greater Sydney area there was no offer of overnight accommodation. We live approximately 74 kms one way. Which meant for us to return home it was a 148km round trip and another 74kms the next day. We drive a diesel car and with the cost of diesel at the moment the cancellation was an extra $35 expense to us with no empathy from Virgin.

As well as the obvious inconvenience of having the flight cancelled, there was also the necessity to contact my hire car provider and the hotel to cancel them too. I had booked car parking at the Blue Emu and have to apply for a refund of $21.50 for the lost day.

Travel has always been exciting, but this experience has left a bitter taste in my mouth. Virgin, in my opinion, have not been held accountable for the inconvenience and stress they have caused to their passengers. The alternative travel arrangements they suggested were not adequate enough. The people behind us in the queue were supposed to be going to a funeral - my heart poured out for them being faced with the possibility of missing the chance to say goodbye to loved ones. Virgin has forgotten the people!

Thank you for contacting Webjet.

08:24

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To start your conversation, can we please ask that you provide your email address.

08:24

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[protected]@bigpond.com

08:24

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Welcome Back

08:24

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Thanks. So that I can direct you to the right agent, please type in the corresponding number from the list below.

08:24

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1. I want to Change my Booking.

2. I want to Cancel my Booking.

3. I want to use my Airline Credit.

4. Booking or General Enquiry.

08:24

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2

08:24

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You selected option: I want to Cancel my Booking

08:24

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Thanks, putting you through to one of our agents. While waiting to be connected please provide your Webjet booking reference.

08:24

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Thank you. Our wait times are currently longer than expected due to a high number of customer contacts. Please stay online while we connect you to the next available agent and we apologise for any inconvenience.

08:25

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[protected]

08:25

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We will connect you with an Agent ASAP. Thank you for your patience.

08:30

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Hi there, this is Chieryl. I will be with you shortly.

agent message

Hi, welcome to Webjet Change Department. My name is Cheng, apologies for the delay as we are currently having high volume inquiries. Thank you for your patience and understanding. How can I help?

08:31

agent message

For verification purposes, may I know your full name please . Thank you.

08:31

client message

Tandy Cunningham

08:31

agent message

Thank you for that information, Tandy. No worries, rest assured that I will solve this concern right away. Please allow me 2-3 minutes to check your booking on my end. Thank you very much.

08:32

agent message

Thank you for waiting Tandy, I have already pulled out your booking here in my end. May I know how may I help you with?

08:36

agent message

I can see here that you have flights with VIrgin Australia and Qantas Airways.

08:36

client message

My grandson is in the care of Child Protection in WA and They were going to let him and his mother (my daughter) come and see me but have now rejected that request.

08:37

client message

I am $1808.35 out of pocket and really need a refund back to my credit card pelase

08:37

agent message

Ohhh, I hope they are safe Tandy. Just want to confirm you want to cancel this flights and refund. am I right?

08:39

client message

Yes please. They are safe it's been a long 12 months and we are at the reunification stage but they are being stupid

08:40

agent message

I do really understand you Tandy. Let me go ahead now and check this ticket fare rules on your behalf Tandy. Please allow me to take another 10-15 minutes.

08:44

client message

sure

08:48

client message

There will be no chance that they will be able to travel or leave the state for quite a while

08:49

agent message

Thank you for waiting Tandy, I have here that details with me. Please bear with me. Thank you.

09:00

agent message

Thank you for patiently waiting, Tandy. Upon checking your ticket fare rules, Virgin Australia does not permit refund. However, Virgin Australia allows for the ticket value to be held in credit subject to the following conditions:

1. AUD 80.00 (per person) reissue fee to be paid at the time of rebooking.

2. Fare and tax difference (if any) will also be payable.

3. Tickets are non-transferable to another airline.

4. Name Changes are not permitted on this fare type and would require the fare to be upgraded to a higher fare. An additional name change fee will apply at the time of booking.

5. New ticket fare must be of equal or higher value than original ticket.

6. Partial cancellation of your ticket is not permitted by the airline, and they stipulate your e-ticket must be used in sequence.

7. New travel must originate in Australia.

8. New travel must be rebooked (and completed) by 28 Sep 2023.

09:09

agent message

And with regards to Qantas Airways does not permit refund. However, Qantas Airways allows for the ticket value to be held in credit subject to the following conditions:

1. AUD 99.00 (per person) reissue fee to be paid at the time of rebooking.

2. Fare and tax difference (if any) will also be payable.

3. Tickets are non-transferable to another airline.

4. Name Changes are not permitted on this fare type and would require the fare to be upgraded to a higher fare. An additional name change fee will apply at the time of booking.

5. New ticket fare must be of equal or higher value than original ticket.

6. Partial cancellation of your ticket is not permitted by the airline, and they stipulate your e-ticket must be used in sequence.

7. New travel must originate in Australia.

8. New travel must be rebooked (and completed) by 28 Sep 2023.

Would you like me to proceed and cancel this tickets?

09:10

client message

I need them cancelled but I also need to be able to change the names as I cannot guarantee that my daughter and her son will travel at any stage. Can I appeal or go higher with this please? This is a very unique set of circumastnces

09:12

client message

they were return one way virgin one way qantas

09:13

agent message

I do really understand you Tandy. Please allow me to find other way for this matter.

09:14

agent message

Thank you for patiently waiting Tandy, I do really understand that you want to have your refund. We sincerely provide the best possible way we can help and assist each of our customers. However, there are limitations that we can only do as a travel agency, and our hands our bound by all airline policies. We do not have authority to override these conditions. We are hoping that you will also understand that this is an airline related and are totally beyond the control of Webjet. Please understand this matter Tandy.

09:31

client message

Can I contact Virgin and Qantas please

I understand you want to speak with Virgin Australia and Qantas Airways directly however since you bought this tickets with Webjet. They will push you back to us.

09:34

agent message

And the information I give you earlier is their fare rules attached in this tickets.

09:34

agent message

If you wish, I can leave this tickets as is for the mean time. You may contact us back once you have decision.

Hi I have a flight booked for departure at 0710 this morning on VA 1481 that has been seemingly delayed till 12:20 a 5 hour delay!

This delay has severe consequences to my business trip having me miss a meeting and now will need to be working literally till midnight to try and cover the ground I need to in the time I have!

There was no notification via text or email to notify of the delay and now i am waiting at the airport for 5 hours waiting for this delayed flight.

This is poor management for such an established company and I would point out that I have never had this issue with Qantas.

If this was one of my staff members in my place and they had to work these hours to make up this time it could potentially be an OH&S issue as my day will now be a 17 hour work day!

I would like to know what re-imbursement Virgin will be offering before I decide if our company will continue to fly your airline.

Jack de Reeper

[protected]@gccm.net.au

[protected]