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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3/10

"No clue what to do"

(Australia)

Not Verified | Melbourne - Los Angeles, August 4/5, 2018. Flight cancellation. August 4 flight cancelled just before take off at 11.35am. Virgin Staff, after a completely uncaring attitude for Check In process, went into meltdown once advice of flight cancellation was public. No processes in place. No clue what to do. Rude staff. Took 7+ hours to sort out the mess. Claim "they have never had this happen before", people out of their depth. August 5, another rude set of staff at check in. Inept evolved to incredulous. Plane scheduled to leave at 11.35. Multiple gate changes and departs eventually hour later. All the patronising apologies is not good enough Virgin Australia. Think long and hard about using Virgin (Melb to LAX). Worth paying the extra and go with Qantas. (Thought we'd give VA a go and won't use them again.) 3/10 and that's generous!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMelbourne to Los Angeles
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never fly again with them"

(Australia)

Trip Verified | Sydney to Nadi. We had 8:30 flight. Pilot said there were engine problems as soon as we departed the gate. Took 2-3 hours to return to the gate. Then they said we would fly at 1230. Then at 12 they said it was cancelled. What annoyed me the most is that when we were exiting, the staff didn’t tell us what was going on. Ie flight has been cancelled, go here and rebook. They just said you need to go through customs to exit then baggage collection. The call centre were very confusing and didn’t provide accurate information, they were getting confused with dates and delays for the day before. Hopeless, will never fly again with them.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSydney to Nadi
Date FlownAugust 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
3/10

"my bag missed my plane"

(Australia)

Trip Verified | Sydney to Darwin. Upon arriving in Darwin at 2.00 pm I found out that my bag missed my plane due to the carousel breaking down in Sydney Virgin staff advised me that it would be arriving that night at 8.00pm and they would call me to arrange dropping off Well no call that night , tried to contact Virgin at Darwin and find out they have all gone home Call the National assistance number at 9.00 pm and get told to call back tomorrow Went to airport next day at 11.30 when they open and it takes Virgin staff 30 minutes on the phone to locate the bag - it was given to a Taxi Driver with 2 other peoples bags the night before The Taxi driver has not tried to call me and taken 2 bags home and is in bed. My bag is brought to the airport at 12.40 by Taxi drivers wife After lodging a complaint with Virgin upon returning to Sydney all they have to say is that shit happens and they will pass on complaint to Darwin! We wasted half a day in Darwin when we could have been heading off somewhere else.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSydney to Darwin
Date FlownJuly 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

"cancel or delay flights"

(Australia)

Trip Verified | Adelaide to Perth. Delayed flight twice. Original departure time 14:25, this was delayed day before departure to 16:50, day of departure flight delayed again until 18:05. They always cancel or delay flights since they are losing money. The flight to Adelaide I suspect wasn't full so they have swapped the plan out to minimise their loss. Save yourself the headache and fly Qantas - bit more expensive but at least they depart at the time stated when you purchase the ticket!
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteAdelaide to Perth
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"no customer service"

(Germany)

Trip Verified | Sydney to Brisbane. Virgin Australia does not know what Customer Service is! I was about to start my semester abroad in Brisbane (I am from Europe) and had my final flight with VA from Sydney to Brisbane, and the one hour flight was already delayed 30 minutes, when we arrived, 75% of the luggage did not. We immediately contacted the Baggage Service and gave our details in order for them to bring the luggage to the accommodation. They said it will not take longer than one day - fine. However, my luggage has not arrived the second day - I tried to call the baggage service hotline multiple times, but no one ever picks up the phone. I left a message, I sent two emails and one complaint, no one answers. I called the Customer Service Hotline - had an hour call and got told to call the baggage service and write a complaint (which I already did)... they do not work together internally or where able to check any information, which is a joke as such a big company! As I just arrived in this country and do not own anything besides my carry on, I had to buy clothes and everything I need for the everyday life which is pretty expensive in Australia. After four days, suddenly my bags arrived at the door, but there was no apology besides a ridiculous paper tag 'SORRY'. Ever since, they have not replied to my emails, not called back or done anything. Its been 13 days by now - I sent them another complaint with my expenses and receipts - no sign of any customer service at all. I am more than upset, disappointed and annoyed - its not my fault, that my baggage is lost, I had ridiculous expenses (as a student especially hard to deal with) and I have spent so much time on trying to get in contact with this poorly managed airline. Never again!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Brisbane
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"An absolute disgrace"

(Australia)

Trip Verified | Denpasar to Sydney. We got to the airport over 2 hrs early , looked for the scales, all out of order and stood in the checkin line waiting to check in, 3 staff counters for all virgin flights, with 3 priority, 3 online staff, who had nobody 98% of the time and did nothing. We were finally pulled through the crowd to check in 5 people to be told we were 7 kilos overweight on 2 bags. Move things around, as we went to try, we were told quite rudely to pay $250 or lose our flights as we were out of time. I paid the money and hurried through the airport as our plane was boarding, this delay was not our fault. It was freezing on the plane and I asked to buy the blanket packages for the 5 of us to get told sorry sold out. And we are not turning the air down. Really cramped and uncomfortable flight due to cold. We landed in Sydney to a show of the baggage staff throwing our bags from the plane to the trolleys and quite hard. This airline has the most disgusting Customer service experienced in my life. We fly every 6-8 months and will never fly virgin again even in an emergency. Stay well away from this airline. Told there was inflight entertainment to find out you need to buy the packages as well. An absolute disgrace.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDenpasar to Sydney
Date FlownJuly 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
7/10

"No service with a smile"

(Australia)

Trip Verified | Perth to Brisbane. No service with a smile from ground service, very abrupt. Lounge was good and even the cook was friendly when he talked about his thai chicken soup. Typical 737 implies seat recline is limited, although spacious. Food was good. Cheese platter was most memorable. However, as my other flight with VA, the fish was not on the menu as well. Entertainment was average. Selection is not the greatest considering such a long flight.
AircraftBoeing 737
Type Of TravellerBusiness
Seat TypeBusiness Class
RoutePerth to Brisbane
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
6/10

"Overall great service"

(Australia)

Trip Verified | Brisbane to Perth. Friendly host and good food. Seat was spacious but limited on how much recline one can do. A bonus was free Wifi on the plane. I was really disappointed at the menu. The flight did not stock a menu item and ran out of the cheese platter. The host tried to provide an alternative using economy class cheese. Overall great service, not so good on the seats and poor on the menu availability.
AircraftBoeing 737
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteBrisbane to Perth
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
9/10

"exceeded my expectations"

(New Zealand)

Not Verified | I frequently travel to Asia on Air New Zealand, SQ, and Qantas and I had low expectations of VA given the cheap fare. I was wrong. They exceeded my expectations, crew were excellent - attentive and funny. Meals were above what I see on Air New Zealand, and were better out of Hong Kong than Melbourne which was a surprise. I was offered a second meal by crew as there were leftovers - this has never happened to me before. Excellent choice of films and TV. Seats were comfortable. The only drag was having to board at a remote gate in Melbourne. Took a while.
AircraftA330
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAuckland to Hong Kong via Melbourne
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"I will never recommend Virgin"

(Australia)

Trip Verified | Melbourne to Adelaide. Shocking Service. Been at the airport for my 9am flight and still waiting with no communication. Flight is now suppose to depart at 5:20pm. I use Virgin Australia for business not because I want to but my work has corporate deals otherwise I would have never used them. Flew with Jetstar and Tiger many times which is much cheaper and has always been a good experience. If you prepare to wait at Melbourne airport due to Virgin please go ahead. I will never recommend Virgin.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMelbourne to Adelaide
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no