Virgin Australia Domestic

Very disappointing experience with Virgin Australia travelling from Melbourne to Brisbane with a toddler, connecting to Samoa. I clearly confirmed at the gate that my daughter’s pram would be returned at the aircraft door due to our short 1hr 15min connection. Instead, upon arrival I was told the pram had been placed in checked baggage and then… Read more

sent straight to my next flight without my knowledge.

This left me having to carry my toddler and bags through an unfamiliar airport, transfer terminals, and rush through multiple queues with very limited time. There was little urgency or support from staff despite the situation.

The whole purpose of arranging gate collection for the pram was to make transit manageable, and this was not honoured at all. It made an already stressful journey unnecessarily exhausting.

Really disappointing level of communication and support, especially when travelling alone with a young child.

We were flying from Brisbane to Proserpine for holidays. They called the flight and we boarded, we then get told there was a problem with plane and it will remain in the tarmac because the plane was broken and they were waiting on a part to be replaced and the paperwork to be completed. They kept us in the plane for over an hour and a half. The… Read more

air conditioner was not working it was hot as hell. We were sweating and kids were crying and it was the worst experience ever.

No apologies only a drink of water, they didn’t let us leave the plane and wait in the terminal. This is the service or lack of it you get from flying Virgin Australia. I will never fly with these id*ots again.

I would give them a zero if I could. 1. My virgin frequent flyer account had multiple attempts of fraud, I called Virgin multiple times and asked them to raise a complaint. The team leader said we'll fix it internally no need for a complaint and proceeded to ask me to send my id ie licence via email encrypted. I am horrified by lack of privacy and data protection and consideration. Show details

My first negative review as a regular Virgin customer Check in “Bag drop off” was ATTROCIOUS on Saturday 28.02.26 Yes Sydney airport was under renovation and Virgin has dropped the proverbial ball What a trash show Poor service from a non budget airline at Sydney airport

Virgin are nothing short of a disgusting airline with ridiculous policies. My son who is a FIFO worker spend over $1000 a week to get to and from work. He had to change his flight one morning made numerous calls from 6am that day as I (mother) was… Read more

rushed to hospital for emergency live saving surgery. We provided all documents from the Dr , surgeon and the hospital to Virgin as per their request, and they come back with, "unfortunately we dont refund for no shows" he was not a no show he called in advance three times, to change to a later flight. We will never use this service ever again. Absolutely disgusted and atrocious service.

To change an existing flight to the next day, I was quoted $689.00. I booked an entire new flight with jetstar for $188. Even Qantas was much cheaper. What a disgrace. !!! That’s why I normally never fly with VIRGIN. Australia’s rubbish airline. Show details

I travelled on my flight VA734 (Gold Coast to Melbourne) last week on Saturday, 21st Mar 2026 at 11:30am, and sat in seat 30C with my 1-year-old son. On this flight, I had such an unpleasant experience with 2 flight attendants - a white male, in his 30s with short hair, and a middle-aged lady with dark hair, tanned skin and lots of makeup. Once… Read more

we were in the air and the seatbelt sign was turned off, I got up and had my son in the baby carrier, as he was due for a nap. I was unable to sit in my seat as the arm rests on both sides were too narrow and pressed on my son's legs if I sat with him in the carrier. I stood at the back, slightly past the bathrooms, so as to not block passengers using the bathrooms. The flight attendants had their cart all the way up the front for the plane, and started serving passengers. When they saw me standing near their precious protected area, the male flight attendant signalled to me from afar to get away from there, then he proceeded to walk all the way down the aisle and said in a condescending way "you be in here ma'am, it's for your own safety". I'm confused as to what safety that is, as all the cupboards were shut and I was not touching anything - I was not even near anything. But I merely smiled and complied, for I did not want to be the nuisance they thought I was.

I then moved to row 31, where it was completely empty and blocked off for "cabin crew use", even though the cabin crew were busy serving passengers and never once utilised this row in the 2 hour flight. I did not sit in that row, merely stood there with my son in the baby carrier while he slept. When the flight attendants approached the end of the plane, they served everyone but walked past and ignored me when I asked politely "may I have some water please?" Another passenger sitting across from me heard me and found that strange and rude, so she asked for a cup of water for me, which the flight attendants gave her to pass to me, instead of giving the cup of water directly to me.

When I sat down briefly to drink my water on that precious and protected row 31, the middle-aged flight attendant who refused to serve me came up to me and said abruptly and rudely, "You can't sit here. I'm going to have to ask you to move. I'm trying to do my job here!". I burst into tears because I felt intimidated by the passive aggression and rude and abrupt directions and instructions given by the Virgin cabin crew on that flight. I returned to my seat in row 30C, and as soon as I sat down, my son woke up because his legs were being pressed against the narrow arm rests. The passengers next to me who witnessed everything, were lovely - they comforted me and assisted me with my son.

Throughout the flight, my son was happy, pleasant, and did not grizzly or cry. He either slept in the baby carrier or sat on my lap reading books. We were not demanding and agreed to all the excessive and abrupt directions and instructions that the flight attendants rudely and passive aggressively gave.

This is not at all what I expected to experience from Virgin. If you are a parent or have to fly with someone whom you are caring for, I would recommend you NOT fly with Virgin, but fly Jetstar or Qantas instead, since the Virgin appears to treat you like a nuisance, and will not understand the mental and physical load you have of caring for a small child or dependent.

I contacted customer service to help change a corporate booking made through a travel agent, and the consultant I spoke to was incredible—patient, professional, and genuinely helpful. What could’ve been stressful was handled smoothly and with care. I was also lucky enough to be granted a Business Class upgrade through the upgrade bid process… Read more

(first time ever flying business… and wow, I’m officially ruined for economy now).

At Sydney Airport, the check-in staff went above and beyond by offering to move me from a later flight to a much earlier one so I could get home sooner. I didn’t even think it was possible, but she persevered through the rebooking process and was so kind and lovely the entire time.

The cabin crew were just as amazing—attentive, warm, and consistently checking in throughout the flight. I felt genuinely valued and looked after every step of the way, especially during a difficult time personally.

Huge thanks to everyone involved. This experience has genuinely set the bar, and I’d have a hard time flying with anyone else after this.

I want to commend Virgin Australia for the extraordinary compassion shown to my family during an incredibly difficult time. In July last year, we were due to fly back to Hobart when my mother was suddenly hospitalised on the day of our departure. The phone support staff member I spoke with was exceptionally kind and understanding, rebooking our… Read more

flights and waiving fees without hesitation. The following day, after learning my mother would never return home, I had to cancel the flights entirely. Once again, I was met with empathy and care — my mother’s flight was refunded and a credit issued for mine without being asked to provide proof or jump through hoops. When we later returned to Hobart with my mother’s ashes, my daughter and I were so overwhelmed upon landing that we were unable to disembark. The cabin crew responded with extraordinary sensitivity, giving us the time and space we needed. As we finally left the aircraft, the head stewardess embraced us and expressed her sincere condolences — a simple, human gesture I will never forget. Virgin Australia showed genuine humanity at every point. During one of the most painful periods of our lives, we were treated not as passengers, but as people. I will always be deeply grateful for that.

The website is horribly frustrating. I tried to book additional baggage and the payment didn't go through and every time I tried it said "the payment is not successful" after 6 attempts, I stopped. When I checked my 2 differen accounts which I used for paying, I found Virgin charged my accounts in every single attempt. The next day in Airport… Read more

Virgig assistant could not help me to fix the problem and I had to pay double amout again for my additional baggage. Then I tried to chat with virgin through their website and while they say chat service is available from 8 am to 8pm a message come to screen and said the service is not available at 8:25 am.

I had a very frustrating experience trying to manage my booking with Virgin. The website was very confusing and several pages didn’t work properly. For example, I tried to access my account and different parts of the site redirected to error pages or required different logins. I also had difficulty applying my Travel Bank credit and finding the… Read more

correct payment option during booking. The system wasn’t intuitive and important options were easy to miss.

Overall, the online experience made what should have been a simple process much harder than necessary. Because of this, I ended up switching to another airline.

I hope Virgin improves of their website and booking system, as it would make things much easier for customers.

I was travelling with my Patner from Melbourne to Sydney than the ground staff lady approach and ask to weight the luggage which was 9 kg and told i have to check in the luggage but i told her i can manage the weight as 2 of us travelling and only we have 1 hand carry and i even make it 8 kg but the staff their told me if i don’t check in the… Read more

baggage later once we board on plane and if no space plane cabinet we have to pay for it which was ridiculous. I have travelled alot and never happen to me but that lady was not professional at all out of that got attitude. I said if i make it 8 kg why should i pay but she me said the flight is fully booked and if we don’t have space in cabinet we have to pay. She was not listening to us i was telling her again and again that 2 people travelling 1 hand carry even i make the hand carry 8kg but still see was telling if no space plane on cabinet we have to pay that was ridiculous. Never ever will fly again in future with these trash airlines again.

The staff were rude. I was unable to select seats without an additional fee. Everything on the plane has to be paid for, including food and any drink besides water. Use Jetstar, their flights are cheaper, their service is better and staff are more helpful.

Absolutely unacceptable experience with Virgin Australia today. Our flight has now been delayed over 2 hours, with very little communication or updates from staff. What’s even more frustrating is the lack of organisation and care for passengers who are stuck waiting around with no clear information about when we’ll actually be leaving. People… Read more

have connections to make, places to be, and plans that rely on flights running somewhat on time. Delays can happen, we understand that—but it’s the poor communication and lack of customer service that really makes this experience disappointing.

For an airline that promotes reliability and service, today has been far from it. Passengers deserve better updates, transparency, and at the very least some acknowledgment of the inconvenience caused.