I booked a flight 7 months ago for March 2020 for my family. I got an email stating that your schedule has been changed. They made a mistake. Our connecting flight from Singapore is 3 hours early than our flight from Melbourne. I contacted them and they said the flight is arranged via Singapore airlines. They tried to put my family on different flight which has 16hrs stay at Singapore. I requested them as my wife is travelling with an infant and a child. It won't be safe for them. Answer was take it or leave it. No refund. I requested even flig...Read more

Virgin cancelled our flight from Brisbane to Tokyo due to Covid 19. I requested a refund as opposed to a travel credit as we are unsure when or if we will be able to travel again and the incredibly un-empathetic customer service manager advised the cancellation fee would be nearly 60% of the fare price and told me that the “free” travel bank credit they are offering is, in the customer service manager’s words “pretty generous really.” They are directly contradicting their own guest compensation policy with this advice and saying it’s okay becau...Read more

Want to change the return date of my flight but 1 day, three months in advance of flight. The flight exist, at the same time the following day, i checked, its a matter of changing the date on my flight. Very simple stuff. Found out my brother whom i haven't seen in 5 years in going to be in the same place. Want to see him.
Waited on HOLD to Flight center 10 minutes, hung up to call the airline direct as suggested on FC hold music. Virgin told me they cant make changes to booking and to call FC. Waited another 10 minutes, told no changes can be ...Read more

Both flights in and out were substantially delayed resulting on us missing our connecting flight from Nadi back to Melbourne. When the flight was missed, Virgin organised accommodation for my family as well as dinner and breakfast. On arrival, the restaurant was closed meaning we could get no food for the night or for breakfast and we had to spend two hours fighting for a cot for my 18 month old and a bed for my 3 year old as Virgin hadn't approved this with the hotel.

The hotel called them on our behalf to ask for permission to provide this a...Read more

Flew VA BNE-DPS on 01 December and returned 13 December. Economy class this time - previous review was for business. Definitely better value economy - business doesn't give much more for the price tag. For an airline purporting to be full service, it's way below the standard set by international airlines. Small aircraft, poor food, limited IFE. However compared to JQ on the same route, it's streets ahead for being on time (mostly).

BNE-DPS: check in at BNE a disaster. Takes forever to ckin with computers and baggage machines not working...Read more

Worst customer service ever! I flew with my 1 year old daughter from HK back to Sydney, the flight attendants forced me to put luggage any any belongings up to overhead myself after I requested for help 3 times. They refused to look after my 1 year old daughter while Im putting luggage up to overhead. My daughter fell from the seat and hurt her nose while I was putting luggage and she was left unattended!
Also they insist my baby carrier is against their security policy, requested this need to be put up overhead, because it may fall on the flo...Read more

I am 21 weeks pregnant travelling with my husband and toddler from Queenstown to Sydney. We had a direct 3h flight. The only reason why we booked VA because of the direct flight. The day before, I was told that my booking got cancelled and I had to stopover at Brisbane and take another flight to Sydney. I basically spent a whole day flying when I could have have been on a direct flight. It was not because the plane was cancelled. No, the plane was overbooked and they decided they can just bump people to a different flight at the last minute.
A...Read more

Staff try EVERYTHING they can to get you off your flight. I booked a connecting flight from Melbourne to Hong Kong transferring in Sydney. First of all, after having to wait 30 minutes to drop my bag at the Melbourne airport,all the staff told me that gate already closed 10 minutes before the boarding time printed on the boarding pass and refused to do anything to help me other than telling me that they are sorry. Luckily, there was eventually one responsible staff who helped us jumped the queue, dropped our luggage and urged us to run to the g...Read more

Virgin Airlines is the worst airline that I have been boarding in my life! We flew from Brisbane to Queenstown, New Zealand two weeks ago, and took off at 8:30 in the morning. It should land at 2:30 local time but after we board on the plane and said that there was a problem with the air conditioner. They spend more than two hours to fix it. When we arrived in Queenstown, cannot land and have to transfer to Christchurch, and then we must take another 8 hours to return to Queenstown by bus. Finally, we were thrown at the front of the closed air...Read more