I booked a return business class flight from Brisbane to Perth and cancelled on the day of my travel, 21 Mayember 2022. The reservation department in the Philippines assured me it was fully refundable and would be credited back with 21 days. (I am a velocity member)

I called again on the 28 December requesting my refund of $3,473.61 and was put on hold while they checked with the accounts department - on their return to the call I was told it would be another 3-5 days.......
I called AGAIN on 6th January and was put through to the supervisor...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

They managed to ruin my days work interstate and stuffed up both my flights....
I had booked my flights with Virgin Airlines online and normally would 'check in' from my PC at home. I attempted to 'check in' the night before the flight as I was needing to board at 6:00AM and didn't want to waste time at the airport the following morning. I was unable to check in online, for some reason the Virgin website would not progress through the 'check in' page. Eventually I gave up on it and decided to leave a little earlier in the morning and check in a...Read more

An airline that portrays excellence is nothing more than a low cost carrier in disguise .Constant delayed flights with little or no accurate communications to its passengers .On board service that is dismissive and amateurish.
Lounges that are overcrowded, dirty and offer no more than the public areas of the airports it services . Constant changes to schedules, constant cancellation of routes and constant cancellation of flights . My last flight from Sydney to Melbourne took over 8 hours, should have taken 50 mins.Ground management of this de...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