Virgin Australia Reviews 

Sehr schlechter Service Flug storniert ohne eine Nachricht zu schicken,und nach 8 Stunden ein geboten und kriegen nicht mal ein Glas Wasser
Unmenschlich und frech waren sie auch

Upset with the Virgin Australia airline at Brisbane. Problems occured from check in at the counter, call centre to malfunction self baggage check in system which held up all the passengers. the worst part was only one ground crew member to assist and the worst part was she advices wrongly and asked the passengers not to panic as the airplane will everyone which was not true. Almost fail to board as the gate was about to close. The story was not end when reach the destination at Bali, the baggage has gone missing. Tried to seek for help and there is none supporting stuff from Virgin airline in Denpasar to help. Basically got to call back Australia and was told that not their fault, it was the Brisbane airport issues.. bla.. bla.. the fact is till now already 2 days and yet still not resolved. What the hell! Where is my baggage ?

Called to board on time and then told plane is ready to go but being held by the company so they can ferry a part from Brisbane to Sydney. Bugger the customer, make them wait. On top of the terrible Virgin lounge experience, seriously this airline is a disgrace.

I immediately see why Virgin Australia airlines has a 1.2 rating. I complained to fair trading after Virgin denied my claim for a refund for the purchase of 4 seats on a flight from Bali to the Gold Coast. Fair Trading took the word (LOL) of a VA rep who cited many pages of small print. VA even admitted they had not made it as clear as they should around seats that don’t recline. And after that admission they still wouldn’t refund a paltry $80. It begs the question around how fair trading so easily capitulated on my behalf. Makes you wonder what goes on behind closed doors. Anyway, it’s the same old story with any Virgin company. Branson didn’t become a billionaire by being nice

I’ve now had this happen twice in a row with Virgin Australia: I selected seats well in advance, only to be pushed to “back of the bus” seats the moment online check‑in opened. Virgin clearly doesn’t respect seat selections unless you’re a premium customer.

The second time, I was travelling with family and they scattered us in different seats. They said it was a full flight and couldn't change the seating, even though there was a string of exit‑row seats available. Those seats were instead taken by Virgin cabin staff. So much for “operational reasons.”

At this point, if I’m forced to fly Virgin, I won’t even bother selecting seats—they’ll just move you wherever they want anyway. And if I’m travelling with family, I’ll avoid Virgin entirely.

I am extremely disappointed with my recent experience flying with Virgin Australia.

My boarding pass clearly stated that my fare included a personal item and a 7 kg carry-on bag. My carry-on was fully within the official weight and size limits, yet the staff at the gate required me to weigh my handbag — which only contained my wallet and phone — and then charged me an additional fee after combining the weight of both items.

This practice is completely inconsistent with Virgin Australia’s own published policy, which states that a personal item does not have a specific weight limit as long as it fits under the seat.
The decision felt arbitrary, confusing, and unfair, especially since I was following the rules exactly as written on the website and on my boarding pass.

Virgin Australia needs to:
• Apply its policies consistently and transparently,
• Provide proper staff training, and
• Avoid placing passengers in situations where unexpected charges are imposed without justification.

This experience left me feeling misled and overcharged.
I hope the company reviews this situation seriously, as no customer should be penalized for complying with the stated baggage policy.

Whats right with virgin ? First question! Second question... bad service, poor customer service. Poor seating. Absolute joke virgin is!!! Pull you're heads in

People are taking 4+ bags of carryon. I have one and because there is too much in the overhead store I need to put it with me. How? + unfriendly lady

I fly virgin regularly - Hobart and Melbourne and Sydney - the team culture, and quality of flight is always a highlight. And there is no hand luggage charge and scrutiny experienced on Jetstar

We were catching a connection flight from Perth to Sydney (flying to Perth with different company). Virgin Australia cancelled our flight without any notification to us. They had my phone number and email but no information at all. We had to spend an extra night in Perth and they didn't want to cover the costs.
We'll never fly Virgin Australia again!

Quite a mediocre experience. Sunday morning flight wasn't full so got bumped to the next and then the next flight. Ended up traveling the whole day for a flight which was supposed to be 4 hours. Everything disrupted. If I didn't need to be home early, I wouldn't have booked the early morning flight.

Told by text our flight was cancelled 3 hours before departure. Flight was changed to 7 hours later. Was also downgraded from economy X, still trying to get refund on that.

Virgin Australia is by far the most unreliable airline I have ever dealt with. Having been a frequent flyer with Virgin Atlantic in the UK, I expected a similar level of quality and professionalism from Virgin Australia, but my experience has been completely the opposite.

I have flown with Virgin Australia on three occasions, and each time their service has been disappointing. The staff are unhelpful, disorganized, and at times dishonest. The airline always seems ready with excuses for their poor service, and any compensation offered comes with conditions designed to push you into flying with them again.

My family and I will never fly with Virgin Australia again, and I would not recommend them to anyone.

If I could give Virgin zero stars I would. I think it's been a very long time since I've flown with them and I will have to be desperate to fly with them again. Not only was our flight delayed for over an hour but they were also nice enough to damage my suitcase. Now because of their careless staff, for just throwing luggage around, I'll have to buy another suitcase. They don't classify broken wheels as being something they're liable for, so they can throw our bags around as much as they want. Terrible experience and never experienced this with any other airline!
Terrible customer service. I think I had to email them at least 10 times, each time they claimed they didn't get the info requested. Never again!

Online check in broken, flights cancelled last minute, payments taken for seats, but not allocated. Call service utterly useless, so they force me to go into the airport to check in, for a flight they reassign 2hrs early, with no baggage to check

Utterly useless airline.

The total lack of customer service, empathy or professionalism was gob smacking, the 1st time in my life I have experienced CATTLE CLASS, from the time you arrive at the airport you have to check in yourself, drop the bag yourself if the machine is not working go find a virgin staff member cause they wont come to you. No advice on late Boarding, 40 minute late take Off, Price Gouging of Food and Drink, cant even get a bottle of water, you get one cup only. And we the public just accept it because they have a captive market and there is nothing we can do about it

Flight time onscreen was different from ticket. No 'delay' word, no notification etc. Went to front counter and patiently waited for the lady to finish her call before to ascertain the boarding time. She kept repeating, 'look at the screen.' Ah, ok, let's replace you with a screen monitor and AI.

Times' like this is when I lose my empathy for loss of job. AI didn't cause it. Your lack of interest to answer a calm reasonable question with the human touch did.

Pretty awful customer care at the airport whether in the Gold Coast or Sydney. Just rude, curt, judgmental and generally unhelpful.

Also flight was delayed by hours with no prior warning which meant I had to entertain my very young children for hours before even getting on the flight.

Our original flight had mechanical issues and the second flight had a terribly unsmooth landing.

Once I was dropped off at the airport a whole 1 hour and 45 mins before my flight, I wasn’t checked in until 20 minutes before the plane was scheduled to depart, due to extremely long queues.

As I boarded I made it known to the lady in black that I had a connecting flight and attempted to show her my connection. Without even looking, she dismissively said “you should be fine.”

I stressed that it was a tight turnaround of 40 minutes, to which she simply responded “we’re still on time and we’re predicting a slightly quicker flight time today.”

I was surprised by this response given it was 16:20, 2/3 of the flight had not boarded, and we were scheduled to depart at 16:25. She showed no sympathy for my concerns whatsoever. Had she bothered to check, she would have realised that my connecting flight was going to be on the same plane departing the same gate we arrived into, so I needn’t worry.

In fairness we departed the gate just 10 minutes late at 16:35, but I feel my concerns were entirely reasonable given how fine we were cutting it and not knowing the above.

I was then incredibly disappointed when I found the menu in my seat card and it became apparent that there would be no complimentary food served given the ticket price, and the 3 hours 10 mins flight time.

Later, I got up to go the toilet at the front of the plane, as my rear was blocked by the trolley service which seemed to take an eternity.

As I arrived at the front, I was again greeted by the lady in black who asked if I was looking for a bathroom and informed me that the front lavatory was for business class passengers only, and that exceptions were sometimes made, but not whilst the passengers were eating.

It then became clear to me why she was not interested in my connecting flight concerns when boarding: she was clearly very elitist and concerned herself only with the experience of business class travellers.

How can a cheapskate airline that charges high fares yet doesn’t serve meals on a >3 hour flight be in the same breath so elitist?

Your ridiculous number of fare levels signifies your clear distinction between economy and priority passengers. Every other airline I have travelled with still manages to treat its economy passengers with courtesy and respect.

Despite arriving into Brisbane “20 minutes ahead of time” according to the first flight, the second flight to Sydney on the same plane was delayed by 30 minutes due to “a late arrival into Brisbane.”

I have had much more enjoyable experiences with other airlines, notably Jetstar (significantly cheaper) and Qantas (competitive on price yet meals served and excellent service).

Based on my experiences, I plan to never fly with Virgin Australia again. Incredibly disappointing from a brand with such a strong reputation.

Instead of spending my Friday night flying to Adelaide as planned, I spent it on the airport floor with my overtired melting down preschooler as I clutched a phone to my ear trying desperately to get a refund on our cancelled flights and scrambling to find somewhere to sleep for the night.

The longer version: Our flight was cancelled after multiple long delays, and then all the Virgin staff in the airport said they weren’t qualified to help us rebook. One member of staff deigned to tell me there wouldn't be any flights available in the next 24 hours but he would not provide any further assistance, just told me to call the customer service number. Virgin would not offer any accommodation or meal vouchers even though the cancelled flight meant we were stranded away from our home city and that all our ongoing travel plans would be disrupted. As it was the first night of school holidays, I was forced to book an overnight hotel room at massively inflated prices. We also lost our rental car and accommodation bookings at our destination. In addition to the enormous inconvenience caused by the flight cancellation, I was then forced to spend an HOUR on the phone with Virgin’s customer service just to have our cancelled flight refunded. There was no option to get a refund online or in the airport even though it was Virgin who cancelled the flight. I understand cancellations happen but clearly their policy is to provide as little help as possible and make it as difficult as they can to get your money back. Atrocious service.