Virgin Australia

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 995 reviews
5/10
4 star Skytrax Rating
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9/10

"experience was superb"

(Australia)

Trip Verified | Sydney to Perth to connect to South African Airways. I'm rarely on Virgin Australia but the whole experience was superb. FA's were great and it was a very light load so had the whole row to myself. A new aircraft, the IFE was great and time slipped by very quickly. One peculiar issue and I have noted this on Jetstar as well. The seats are leather so inevitably if in recline you start to slide forward a bit. F Highly satisfying overall.
AircraftA330-300
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSydney to Perth
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"crew made the flight worthwhile"

(Australia)

Trip Verified | Flew Sydney to Melbourne with Virgin Australia. A pleasant flight. Check in was quite swift. The plane left on time and the staff were very helpful, friendly and well organised. For a full service airline the free food was very limited. Just dry biscuits and hummus dip. Qantas is much better, particularly in the evening. But the crew made the flight worthwhile.
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteSydney to Melbourne
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"staff were very friendly and efficient"

(Australia)

Trip Verified | I enjoyed the flight from Melbourne to Sydney with Virgin Australia. Check in time was reasonable. The plane left on time and the staff were very friendly and efficient. I appreciated the free drinks. Food was very limited for dinner time. Just cheese and biscuits. Not nearly as good as Qantas on a similar flight.
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMelbourne to Sydney
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"staff were of little help"

(Australia)

Trip Verified | Brisbane to Sydney. Second time in 3 days that flights have been cancelled 5 hour wait in Sydney and 1 hour wait in Brisbane to return. I requested complimentary access to the lounge for my 5 hour wait but was told that Virgin don’t do that. No explanation for the delays and booking staff were of little help. Remember you are not moving aircraft, you are moving PEOPLE
AircraftBoeing 737 800
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBrisbane to Sydney
Date FlownOctober 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Unbelievably poor customer service"

(Australia)

Trip Verified | Sydney to Ballina. Unbelievably poor customer service and no contingency planning from Virgin. 10am flight to Ballina cancelled. No notification until we arrived at Sydney airport after having checked our car in long term parking. Text message arrived at 8.05am said nothing about a cancellation, just a link with a booking to Coolangatta boarding at 3.40pm and a link to a further flight booking to Ballina. Only realised the flight had been cancelled when we checked the Departures sign at the airport. First day of school holidays so absolute bedlam at check in and no alternative flight options as only one other flight per day and it was fully booked. Upon making enquiries at bag drop we discovered that the airline knew the flight was cancelled at 3.30am due to engineering problems but didn’t advise passengers until after 8am. Followed up with Ticketing after dropping bags in at 9.30am only to be told that the only option was 4pm flight to Collongatta and that there was a further error - connecting flight to Ballina on our boarding pass was not actually a flight but a 90 minute bus ride from Coolangatta to Ballina. We were expecting to arrive in Byron Bay at 12 noon, will now be arriving around 8pm tonight. Supposed to pick up rental car at Ballina at 11.30am. Have had to make alternate arrangements as Ballina rental car desk closes at 4pm and we will not be arriving now till 7.15pm. Virgin Ticketing were unable to explain why there was no contingency plane available across entire Virgin fleet and why the shuttles from Gold Coast were only organised to leave at 3 hourly intervals when people inconvenienced were arriving on a hourly basis into that airport. The only compensation offered by Virgin for the 6 hour we will now spend at the airport was a single meal voucher worth $16. Totally unacceptable response. You need a fleet contingency plan for situations like this.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSydney to Ballina
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst airline I’ve ever travelled"

(United Kingdom)

Trip Verified | Denpasar Bali to Brisbane. Virgin Australia is worst airline I’ve ever travelled on. $1000 for two one way flights from DPS To BNE! The staff were so rude, miserable unapproachable staff. The flight was absolutely freezing with no blankets or pillows. 3 hours into the flight around 20 people were coughing, including myself and partner. We live in the UK and currently on our honeymoon. My husband is now ill in bed and our honeymoon is ruined.
AircraftBoeing 737
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDenpasar Bali to Brisbane
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"certainly never fly them again"

(Australia)

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.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteGold Coast to Melbourne
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
6/10

"Seat not comfortable"

(Australia)

Trip Verified | Brisbane to Perth. Boarding good. Non-priority passengers who tried to board when only priority members called were stopped. In flight service was average. Courteous stewardess when she was serving. Will not proactively check with passengers though. An economy class passenger was allowed into business class to use the toilet and he ended up chatting with the stewardess for a long time. I had to use the call button for someone to clear my plates. Seat not comfortable. Boeing 737 business class seats are not comfortable for flights across the country. Food was vry good. Menu seems to be the same for a calendar month, but high quality. Entertainment a limited selection. Virgin Australia recently updated its entertainment app, which is not very responsive. Previous app was more stable.
AircraftBoeing 737-800 (winglets)
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteBrisbane to Perth
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"uncomfortable for long haul"

(Australia)

Trip Verified | Perth to Brisbane. Great inflight service. The steward was ready to help, and proactively checks to see if you require more sparkling water. Food was tasty and in generous portions. The cheese platter never fails to impress. Entertainment is average but it does get updated on a regular basis. I was given a tablet with parental lock activated. No cabin wifi unfortunately. The seats as usual are a disappointment. The recline of Virgin Australia 737s is unimpressive and uncomfortable for long haul flights across Australia. I can see its place for shorter flights across cities on the East coast but not across the country. I only fly Virgin Australia business for work but with its unimpressive recline, I dont think it is worth paying 3x to 4x more on business class just for a bit more food and legroom.
AircraftBoeing 737
Type Of TravellerBusiness
Seat TypeBusiness Class
RoutePerth to Brisbane
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

" will never fly Virgin again"

(New Zealand)

Trip Verified | Adelaide to Auckland via Melbourne. The baggage handlers are extremely rough. They ripped 2 of our bags and they arrive on the conveyor belt with a small amount of plastic wrap to keep them together. Another 'trolley dolly' suitcase was very broken, they plastic handles were ripped open and almost removed from the suitcase itself. The Virgin baggage policy requires all receipts and a JP to sight and sign all information. Our suitcase had travelled the world several times over 5 years and never been damaged, we also do not have the receipt. I will never fly Virgin again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAdelaide to Auckland via Melbourne
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no