✅ Verified Review
| Melbourne to Adelaide. I had a previous bad experience with Virgin Australia and it still continues. I made a purchase of two tickets, one ticket had an additional bag so the assumption is 69 kilos accross three bags. Last time I travelled with Virgin Australia I had to transfer weight from a 4th bag into three bags, there was no mention of weight allowances. I assumed 69kg meant 69kg. This customer service agent said that max weight per bag is 23 kilos no matter what. We were 4 kilos over on two bags, but in total we were well and truly under 69kg. They wanted to charge me $140 which was a joke. I asked for a manager, it would be 15 minutes as their manager was in a meeting. There was basically no supervisor on the floor, the one who was assisting with another complaint is not normally a supervisor. I was carrying an injury so the more I was standing the more my foot was in agony, the customer service agent was still firm stating that all baggage must be under 23kg or I would have to pay additional fees regardless of what happened in Adelaide. We managed to repack and change check in bags and transfer weight to be under 23kg on each bag. The customer service agent proceeded to tell me that they will allow my bags onboard on this occasion as it was not a full flight. I had a backpack which basically has my laptop, and I had a shoulder bag. Rules state that a laptop and laptop bag is not included as carry on, except agents tried to tell me my bag was a back pack and not a laptop bag. I showed them the laptop and the compartment, she still said there is stuff in there besides the laptop. I asked what is the policy, she said the bag is not necessarily a carry on, but it could be a carry on so no exact answer. Seems it depends on the mood of the agent, or if they have revenue targets to reach by charging additional baggage. Personally this is one time too many now, if I have international travel I would never ever travel Virgin Australia again. Domestic is not an issue because generally you are flying the one flight so you can handle 23kg easy. International flights have different allowances and always rounded to the last 10 digit, whereas Virgin is rounded to 3. I feel sorry for the flight crew because their customer service is top notch, ground staff are the only ones who stuffed this up. Also the combination of International check in and Domestic check in makes it confusing also which line to line up on.