✅ Trip Verified
| Gold Coast to Melbourne. We arrived at Gold Coast airport 90 minutes prior to our flight’s scheduled departure. After dropping our bags off we saw that the flight was delayed 15 minutes. We took kids to toilet and then gave them some lunch. The departure gate was in the middle of a food court. There was no overhead electrical board above the gate to indicate when boarding would commence. Around 40 minutes before the new departure time we wandered over to a bookstore a few metres away. Around 10 minutes later we heard a boarding call for our flight. Having 2 young kids, I raced them to the toilet before boarding, because plane toilets are so awkward with little ones. There was another announcement around 2 minutes after the first, saying it was the final call. My daughter was still in the toilet, so we waited for her, listening out in case they paged us. They paged another family but not us. We got to the gate 10minutes after the first call at the latest and were told we were disembarked and that we had to go out and speak to the ticket desk. We could see the plane and we must have only been a couple of minutes behind the last passenger but the lady refused to let us board, despite us explaining why we were a couple of minutes late. We raced out to the front of the airport and were told we could board the next flight but would have to buy new tickets (for $1000) or wait 6 hours for a flight that would cost us $760. The staff showed absolutely no sympathy and made no effort to help us. It would have cost them nothing to let us board the next flight for free. All 3 of the staff members we dealt with, were also quite rude saying that all 140 of the other passengers had managed to board and why should we be any different? One asked us sarcastically why if we had arrived 90 minutes prior to the flight, we had chosen to take the kids to the toilet just before boarding. There was no humanity in the way they treated us. I don’t recommend flying Virgin Australia and will certainly never fly them again. They’re cheap but there needs to be more flexibility and training on how to treat customers and meet their needs.