Virgin Australia Reviews 

Flight VA621
The Virgin Australia website showed Flight VA621 as delayed by 20 minutes. Based on this information, we waited at Gate 44A while a family member went to collect food, as there appeared to be sufficient time due to the delay.
Despite the advertised delay, boarding commenced at the original scheduled time. A gate attendant advised that we needed to board immediately or risk not being allowed onto the flight. As a result, the family member had to abandon the food and rush back to the gate.
After boarding the aircraft, we were then informed that the flight was in fact waiting for a connecting flight and was delayed as originally indicated.
This inconsistency between the published delay information and the actual boarding process caused unnecessary stress and inconvenience and could have been avoided with clearer communication.

If I could give Virgin zero stars I would.
Was unable to board my original flight as the gate had prematurely closed even though I arrived on time. The lady said that they were no longer accepting any further guests for the flight. Was told that my bags were removed from my original flight and that I had to mange the booking through my phone.
This meant booking a later flight to my destination and having to pay a further $800. Also was told that I cannot get a refund for the original flight as it was considered to be my error for not urning up on time.

Absolutely disgusting customer service from the ground crew when attempting to check in. My husband who had just been discharged and cleared from hospital to fly they purposely just wanted to make our lives difficult because I told them to talk with respect and sympathy as they treated us with such rude, and disgusting comments threatening us with “I will not let you fly” Suzanne (coordinator) and (Aya) from call centre were both not helpful and very insulting, rude and disrespectful. How can you treat someone who is just trying to get home after an emergency?

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.