| Sydney to Cairns. I have never before encountered worse customer service quality or greater incompetence from an airline. I had no problem with any other airlines in Australia except for Virgin airlines. While travelling with my family from Sydney to Cairns, Virgin Australia lost one of my family member's bags and were unable to track it and could not return it until several days later (after promising that it would arrive first thing the next morning). On the way back from Cairns to Sydney, our flight was delayed 5 hours and we were not notified by email or text, as the contract promised. Since we had international connecting flights directly after our flight from back to Sydney, we could not wait 5 hours do to an aircraft issue and tried to get Virgin Australia associates to help us get on an earlier flight. However, they were very unwilling to help us and told us that it was up to us to negotiate with the airlines for our other flights. We had no option but to cancel our Virgin flights and buy flights from another airline going to Sydney. At the time, the Virgin associate we spoke with told us she would organise a refund for our cancelled flights. Now, Virgin Australia is refusing to provide documentation for our flight cancellation, making it very difficult to get refunded for a large amount of money that we had to pay because of them. Further, Virgin was unable to transfer our luggage when we switched flights, so they told us they would send our luggage directly to our final destination. However, it has been 4 days and we still have not received our luggage. I am extremely dissatisfied with this airline and I would not recommend it to anyone traveling in Australia.