Virgin Australia Reviews 

Flight delayed by over two hours. Arrived in Brisbane… no gate. Finally we get a gate after waiting 20 minutes. Gate doesn’t work. Airbridge has technical difficulties. Had to wait another 10 minutes.

I tried to change a return flexi flight online but prompt came up as action not being allowed so I had to speak to a consultant. Long story short - it took two consultants nearly an hour to make a simple change despite me saying you are charging me again for the flight as opposed to fare difference. I was also told there were only 2 flights available but I had checked previously and there were multiple options. Virgin - SORT YOUR SHIT OUT!

I was on the flight when they literally kicked a disabled person and their service dog off the flight, because THEY put him in a seat with no space in front of him and then refused to give him a solution for a device he needed to assist with his wheelchair. Absolutely disgusting behaviour I will never be flying with them again. I really hope he sues

Is it just me but are the younger cabin crew rude and abrupt?? We flew from Bali to Brisbane at the end of July school holidays and both legs of the journey the younger cabin crew were quite rude and looked at you like you like you've got two heads, when asking a few questions (especially considering almost all of their food and beverage is for purchase); hence the need to ask specific details.

I would like to highlight a key staff member "KIRI" who was the team leader on one of the flights (VA 50). She has that old school approach to customers, listens actively and ensured that the TOILET was PERSONALLY cleaned by herself mid-flight!! As a Team Leader I'm sure this tedious task could have been allocated to a junior member of the team but she lead from the front, stopped the long queue, apologised for a short delay of access to the toilets and LITERALLY cleaned them herself!! There are not too many Kiri's left in this airline that's for sure! If my husband wasn't such an advocate for virgin points I'd much rather prefer to pay a little more and fly QANTAS everywhere!

Thanks KIRI I hope your shining star gets recognised!!🌟

I recently travelled with Virgin Australia in Business Class and was extremely disappointed with the experience, particularly the way an issue with the meal service was handled.
By the time the crew member took our order, there were no vegetarian options remaining. I explained that I was disappointed and unhappy, particularly as I had been unable to pre-order a meal. To her credit, she then asked some of the other passengers whether they would be willing to change their meal selection if they were not vegetarian. I appreciated her effort and was about to thank her when, unexpectedly, she began verbally reprimanding me, telling me that I should not raise my voice when I was upset and that the situation was not her fault.
I was extremely taken aback by this. I had never suggested that the situation was her fault, nor did I raise my voice. In fact, fellow passengers can attest to this. I was simply expressing my disappointment at the lack of vegetarian options.
What could have been a relatively minor and easily resolved service issue was unnecessarily escalated by the crew member's response. I would strongly suggest that Virgin Australia provide its crew with better training in managing difficult or disappointing situations, with an emphasis on de-escalation rather than escalation. A calm and empathetic response would have defused the situation immediately, whereas the way this interaction was handled made the experience considerably worse.
We are very well travelled and have flown Business Class with many airlines, and we have never experienced anything quite like this. We generally try to avoid flying with Virgin Australia, and unfortunately, this disappointing experience has reinforced our decision.
I hope Virgin Australia takes this feedback seriously and uses it as an opportunity to improve both its meal planning for dietary requirements and, importantly, the way its crew handle passenger concerns.

Check in at Perth for domestic flight August 10, 2026. Total chaos as the luggage belt was not operating so the "clever" ground staff devised the most awkward 3-stage baggage handling process that involved queueing no less than three times in order to deposit passenger baggage. Well done! Took over an hour to check in.

Tried to book 5+ times on their website and the system wouldn’t load and refused to progress when I would press the “next” button. Probably going to get the increased fees now by having to wait all because their system is faulty. Not impressed.

I will fly any airline before Virgin Australia from now on. Two young girls travelling had their bad rejected for being 30 seconds late. Behind them so I had no chance. Didn’t matter much to me but it destroyed these young girls. Not only was there no empathy, but the employees appeared to actively enjoy their distress.
They deserve to go broke.
Avoid

Flight was busy but okay ish, biggest issue was the fact that when we received our luggage bags after the flight our newly bought bags wheels and frame where cracked and broken. You can see the bags where thrown around, if you stand at Perth domestic flights and look through the glass and watch how the throw luggage around, it’s no wonder ours was damaged. Very disappointed.

I have no idea where all these bad reviews for virgin came from
My experience to putting my paw baby in cargo and the flight from Melbourne to Cairns on flight number 1293 from staff to pilot were wonderful the flight was fantastic and I know I will definitely fly with virgin again,again and again thank you virgin crew

Travelled to Cairns from Brisbane with my mum. Her suitcase was damaged beyond use. They had tried go use the zipper to pull/ lift the suitcase and ripped it right off, leaving the suitcase open, unsecured and unusable.

We did the right thing and report it straight away to baggage who was little help. Advised use to make an online claim.

We had to take time out of our trip to find a replacement suit case at a reasonable price $99 big w as to ensure compensation.

We filled a claim and it was flat out rejected because apparently Virgin dont care what happens to your stuff or train the staff they have to use proper manual handling to load and upload your items.

Apparently we should have had baggage insurance for them to take proper care when hardly your things.

I did not realise you could charge extra for not breaking others items.

Thanks for nothing virgin.

The aircraft’s PA (public address) system was extremely loud and distorted throughout the flight. Every announcement was uncomfortably loud, and it gave me a severe headache and made me feel physically sick. It was one of the most unpleasant parts of the journey.

I understand that announcements need to be clear, but the volume should be set at a comfortable level for passengers. I hope the airline checks and adjusts the cabin speaker system so other passengers don’t have the same experience.

Customer service is completely unsatisfactory. My flight got cancelled and was made for almost 24hrs later. I excepted this and understand it can happen. They arranged for me to have a travel voucher, Food voucher and accommodation as I had to had a stop over on the new flight. When I got to the stopover, they had cancelled all my vouchers. I spent the night at the airport that had a vending machine and thats it. Customer service were unhelpful, would not reimburse me the cost of the vouchers. Didn’t even reply to me when I asked to escalate my complaint. They do not care about their customers. I will never book with them again.

I expected much better from Virgin Australia.

Just two days after booking my flight, I unexpectedly lost my job. I provided supporting documents and simply asked whether any goodwill gesture could be considered. I wasn’t demanding a refund—I was asking for compassion in exceptional circumstances.

Instead, I spent weeks being sent back and forth between Virgin Australia and the travel agency, with each side referring me to the other. My flight is only days away, yet after numerous phone calls and emails, I still haven’t received any real assistance.

What disappointed me most was the complete lack of empathy. A small gesture of goodwill can make a huge difference to someone going through a difficult time, but I felt like my situation was treated as nothing more than a case number.

Unfortunately, this experience has left me feeling ignored, unsupported, and very disappointed. I expected far better customer care from a company like Virgin Australia.

I have great experience for My business class flight from Melbourne to Perth at 17:45 on 16th July . Nadine was very really helpful and take care of all the passengers single handedl

One of the Worst Experiences. Delayed boarding due to missing flight crew. When we did board, the flight attendant grabbed my partner’s backpack out of the overhead locker, because another passenger kicked up a stink about not being able to have his bag close to him, she then shoved the backpack into another locker several rows back, showing zero care for the contents of the backpack. The flight crew then blamed the Air Traffic Controllers for the delay because of cloud cover closing 1 of the runway’s.
Qantas is starting to look so much better, even with the higher cost.

Flight from Sydney. Seats were very uncomfortable and female staff on the plane was absolutely atrocious with her crap customer service and sour face. Used to like Virgin, but non stop delays and crap staff that seem angry.

Shit house. Haven't been on a plane in the last 10 years that left on time. This time I'm sitting at the terminal because apparently there's bats on the runway meanwhile other planes are coming and going.

Not very Wonderful at all, asked to swap seat from one near toilets at the rear to a window seat somewhere on flight....paid for upgrade to 10 A which was still available at the time.
10 A however is a seat at the outside edge of the Aircraft but there is no window...so paid extra to sit looking at a section of Cabin plastic...
not even average

Please avoid Virgin Australia at all costs! They have been a complete disappointment. My flight to Queenstown was diverted after taking off from Melbourne for 2.5 hours. Captain announced they had missed the Queenstown landing cutoff by only 4 minutes and could not land after dark, while Christchurch also apparently did not accept the plane either. After all that stressful disruption, check-in the next day was somehow still majorly delayed and disorganised, ground staff could not even locate the 10:50am flight in their system, leaving passengers waiting in line with no clear updates, no explanation and no proper assistance. The flight was then delayed to 11:20am, but the bigger issue is the poor communication, lack of accountability, and complete lack of passenger support. Absolutely no reliability, transparency or basic customer service.