Virgin Australia Passenger Reviews and V Australia Customer Trip Reports

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LAX-MEL in April 2011 in Economy. Great experience - seats were wide and comfortable (firm, yes, but they are designed this way and it works); in flight entertainment is more than adequate (and its your own screen, unlike United); the 777 was clean and obviously new. Was in the very last row, with an aisle seat, which is great because you have extra space to your side. Returned MEL to LAX in April 2012. Unlike in LA, the check-in process at MEL was rushed and the customer service agent I worked with was well below average. She had to reprint me baggage tags because she never asked what my final destination was, and grumbled when asked to do so. Otherwise another good flight with excellent customer service (one flight attendant was downright rude but this was outweighed by others who were pleasant, professional, and attentive). The really great thing about V Australia though is that they have less restrictive and cheaper rules for flight changes than Qantas does, even if you book with the cheapest possible sale fares.

My wife and I have been using Qantas in the past on a yearly basis to visit our family in Australia. We used V Australia on the last 2 occasions. On our last flight from LAX to Sydney return, customer service was horrible. Cabin staff, including ground crew, were very rude. During the flight, when asked for an additional pillow, we were told none are left, yet later on they were carrying pillows to the back of the plane. The food was horrible and on flight to Sydney we were offered a snack between breakfast and dinner, but not on the flight to LAX. The seats were so hard that after few hours it became incredibly uncomfortable. During the flight to Sydney, air conditioning was left on at full blast and although both of us were heavily dressed, we froze by the time we arrived in Australia.

Economy BNE-LAX. Excellent flights both ways, staff efficient with friendly service. Great choice of movies and captain and crew informative. Food fine and could not fault. Would not hesitate to fly again.

SYD to AUH in Business, seat 1A. Bussiness cabin approximately 20% full. Service pretty good, meals solid. IFE good. Seat not as comfortable as previous V Australia Business seats, very hard but not so bad on the recline. Lounge access via Air NZ in Sydney was fine. V Australia/Etihad code share is only a touch lower in cost than the Emirates business flights to Europe but I feel V Australia business class from SYD-AUH is a little limp and not exactly great value for money.

Seats although wider than economy were very hard and uncomfortable and the arm rests didn't raise; when the seat in front was reclined it was very difficult to manoeuvre past it. Tray table was small and flimsy. The bar ran out of wine - we were told that it was "basically just the leftovers from business class, and there wasn't any more". After the lunch at around 12.30pm there was no food until breakfast just prior to landing in LA - we were told they "didn't stock sandwiches" so there was only chips and nuts, etc. Attention from staff was poor.

Business class SYD-LAX. Excellent flight, roomy cabin. Lie flat bed. Turn down service a nice touch enhanced by the pyjamas. Food tasty and the option of ordering breakfast selection prior to settling down for the evening was great with breakfast served when at your preferred time. The sit down bar provides a great place to relax. Inflight entertainment is easy to use and provides a good choice of entertainment. The crew provide a professional level of service with a relaxed approach. Only complaint would be the seat which can be hard in the fully upright position. Not having the entertainment screen not located in the seat in front works as it enables the screen position to be adjusted. Overall recommended for long haul product.

Service was second to none with the staff attentive and professional. Premium Economy - the seats were spacious with a good recline and plenty of leg room. The food was tasty and plentiful and the open bar gave you access to snacks and water whenever you felt peckish.

Premium Economy BNE-LAX return with husband and two children. Check-in at both BNE and LAX fast and friendly, cabin staff friendly and helpful, cabin itself clean and spacious. Plenty of legroom but seat a little firm. Food tasty, great selection of drinks (both alcoholic and non-alcoholic) and self service bar well stocked through entire flight.

Sydney to Bali with four young kids 18 December/29 December 2011. Very bad experience. Lack of support. Food and drinks overpriced. No entertainment on 6 hrs flight.

MEL-LAX in Economy. Leg room was not bad considering I'm 6"3. Seats are pretty hard. Customer service was average, the food was terrible. Entertainment is average and my screen kept freezing - there really isn't a large selection of movies.

Premium Economy from Sydney to London, VA to Abu Dhabi, then Etihad Economy class to London. The SYD- AUH leg, being 2/3rds of the flight, was definitely worth the extra money - particularly the extra backrest angle and legroom was a huge improvement over standard economy. What really lets it down however is a very hard seat cushion - I had to fold a blanket and put that down to make it bearable. Codeshare with Etihad - poor. A real shock to go back to standard economy, which is very standard with Etihad, their service is rubbish, food a joke, entertainment system poor - it really was like going back 10 years. I would go V Australia again if the price is a fair bit cheaper than other PE options (which for this case it was), but not if it was the same price.

SYD to LA with my wife. On our return flight from LA, the breakfast had run out and crews were forced to make some sort of pancake which was inedible. After a long night of barely any sleep we were hungry and looking forward to breakfast. We went to the US for a 3 weeks holidays and on our return flight we found the entertainment was exactly same as our outbound flight. Considering such a long flight time, I think VA should consider updating their entertainment package more regularly. We found some staff were not well trained. For long flights I think more experienced staff should be considered. Overall, I think VA is quite overrated based on the service that we had received.

BNE-LAX return. Cannot believe the quality of service on both legs from cabin crew and ground crew. Only minor problem was seat comfort, but used the blanket and solved the problem. Both flights on time for departure and landing. Food was excellent and they will be my preferred airline from now on.

Adelaide to Cairns with a stop over in Brisbane. The flights were each 2 hours, the seats were comfortable and the flight crew were very friendly.

Comfortable economy seats between Australia and Los Angeles. The entertainment system is packed with films/tv shows and games. The food AUS-USA is generally pretty good, but below average between USA-AUS. It was a great flight.

I flew with my two children from Sydney to Abu Dhabi return. The flight over was difficult as my knees pushed into the seat in front. My entertainment system didn't work properly, neither did my sons and the man sitting next to me - his didn't work at all. The food was barely edible. Staff were nice and helpful. The return was in a much newer, nicer plane. The entertainment system worked well and the seats were much better. The food was genuinely inedible. There was supposed to be some drinks and small packets of chips available for those who couldn't eat the food - there was none.

Premium Eco Melbourne to LA and then picked up the US partner Delta for the LA-New York leg. The VA part was great, I'm tall and found there was a good amount of legroom, the food was average and the cabin service fine - non intrusive but attentive when needed. VA needs to get rid of Delta as a partner. Rusting plane, dirty aircraft, cramped seats, rude cabin crew who managed to be worse than the ground crew.

My daughter and her boyfriend flew Sydney to LAX - on the return flight they were flying as "family & friends" which meant standby (a standby ticket had been purchased). One expects to not always get on the first flight, but they were stranded in LAX at the airport for 8 days! When I called the airline to ask for help in getting them out of LA, I was simply told they would have to pay the one way regular fare to get on the plane. At this time one way was anywhere between $1600 - $2100 each - I said they don't have that kind of money, the agent just simply said, 'well then I guess they should borrow it from someone"! His mother had had enough of this nonsense and used her business points to book them out of LA on QANTAS, as I'm sure they would still be stranded in LA. I fly home to Australia on a regular basis and will never be using this airline. That was a perfect example of a company that simply did not care and absolutely has no customer service.

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