Virgin Australia

✅ Trip Verified | Worst airline in Australia. Flew 10 flights with Qantas with no problems whatsoever. The last two flights with Virgin Australia were delayed by 1-2 hours ruining all plans. The customer service is also poor compared to QA. Avoid Virgin Australia if you can!

Not Verified | Melbourne to Sydney a few months ago. First we were loaded on to one plane, then told we needed to disembark and get on another because of an issue with the plane. We then get on another plane, and taxi out, and for some reason, we wait on the tarmac for hours, until finally told we won't be leaving that night, and we'll have to get a flight next day. We're told Virgin won't book any of us a hotel, but they'll reimburse us (I think it was up to about $120, approx), but when we tried calling hotels, none had vacancies - including none of the hotels near Sydney airport. Having had no success in finding a hotel with a room, and not knowing what else to do, thought we'd go back to the airport, and go to the Virgin desk. Saw some other passengers on the flight who told us to go to the Virgin desk as they were booking people into hotels. So, went back there and they gave us a booking confirmation for a room at a hotel close to the airport. We get a taxi there, and go reception, to find most of the passengers from our flight crowded into reception. Guy at reception seems to have no idea what to do, and there's no clear communication, but it seems that it will be pot luck as to who gets a room. Nowhere else to go, so we wait for hours at reception, until at 3am, we're told we're not going to get a room. So, many of us end up trying to sleep in the reception area, without even access to a toilet. Contact Virgin and they blame hotel. Hotel blames Virgin. Virgin refuse any compensation because we were not 'out of pocket'. Despite the fact that, because we didn't get any room for the night, Virgin did not have to pay the cost of a room.

✅ Trip Verified | I recently travelled with Virgin Australia on VA 175 from Brisbane, Australia, to Nadi, Fiji Islands, on 6th January, 2025. Unfortunately, my experience with the cabin crew left much to be desired, particularly regarding their lack of professionalism and empathy. As someone recovering from an illness, I am unable to lift even lightweight items above my shoulders due to medical restrictions. My carry-on luggage weighed less than the allowable 7kg, and I only required minimal assistance to place it in the overhead locker. When I politely requested help from the cabin crew, I was met with a dismissive and unprofessional response. The crew member I approached stated that she was “not insured to put luggage in the lockers” and went on to suggest that I should have checked in my luggage if I couldn’t manage it myself. Her tone was harsh, and the words were unnecessary and unsympathetic. This experience was particularly upsetting, as I expected basic courtesy and support from the staff, who are there to ensure passenger comfort and safety. While I understand there may be certain policies in place regarding assisting passengers, there is a more professional and empathetic way to communicate this. Instead of making me feel like a burden, she could have offered to find an alternative solution, such as asking a colleague or another passenger to assist. As a healthcare worker myself, I would not respond harshly to my patient but rather find a solution to help the needy, even if it demands me to ask for help from someone. This incident not only marred my experience with Virgin Australia but also raised concerns about the training and attitude of the staff towards passengers with special needs or temporary limitations. Cabin crew members should be prepared to assist passengers respectfully and without judgement, particularly in situations where the passenger is physically unable to perform certain tasks. I hope this feedback is taken seriously to improve future passenger experiences. Compassion and professionalism are essential in customer service roles, especially in the aviation industry.

✅ Trip Verified | A very enjoyable flight. The plane departed on time and arrived early. Staff were very friendly and helpful. Only water, tea and coffee were available free but any extra food or drink had to be purchased, which was no issue for a flight of under two hours.

✅ Trip Verified | Easy check in and boarding. The plane left on time. The staff were very helpful and efficient .The seat was very comfortable. The food served was quite tasty, but rather small. A pretty paltry main meal with cheese and crackers. The wine served was very good. Apart from the very small meal I had a good flight.

✅ Trip Verified | Computers didn't work, only one staff member trying to assist us to check in. Had my seat changed at the gate which moved me away from my family, but they didn't tell me they changed my seat so I went to my original seat and then got told off for being in the wrong seat! Very poor service getting checked in as it took over one hour because computers were not working. Got changed to the last row next to toilet which did not recline!

✅ Trip Verified | Can't tell if Virgin Australia is a low cost or a Legacy carrier, straight forward flight, free luggage, meals are Buy onboard, no seatback IFE but you can download the app and streamed for free which is common nowadays, overall satisfied and good value for money. Aircraft is spotless and has the updated cabin interior.

✅ Trip Verified | A very enjoyable flight. Check in was easy and the plane left on time .Staff very very helpful, friendly and efficient. Food and beverages (apart from coffee tea and water) were for purchase only, which is fine on such a short flight.

✅ Trip Verified | Despite a very busy morning morning at Melbourne Airport check in went relatively smoothly. Unfortunately there was a delay of over 30 minutes. However the staff were very friendly and helpful which almost made up for it.

✅ Trip Verified | The one hour flight was due to depart at 6.35am. That morning notified it was delayed until 8.45am. Nothing new. Have never flown Virgin without a delay. It actually did not leave until 9.10am. Apparently a crew member called in sick and they had to wait for a new crew member to fly from Sydney. No coffee or tea offered, just water. Have flown this route many times and have always had coffee/tea before. Along with the long delay it just made for a further not great flight. I hope they start to step up as they are not looking too great to me.