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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1/10

Virgin Australia customer review

(New Zealand)

Wellington-Brisbane-Denpasar return. Tried to leave Wellington on Monday flight VA0067 to Brisbane on the 21/1/2013. Arrived at the airport at 4 am and was told that the aircraft had broken down as was going to Christchurch to be fixed - advised to wait until the afternoon flight. We didn't get on the afternoon flight and left the following day no apology nothing. Tried to leave Denpasar 27/1/2013 VA 4196 - waited 2 hours in the queue where the computer crashed time and again. The only time that those waiting knew something was when a passenger went onto the Virgin website and discovered that the flight was delayed 6 hours. Ground staff had no idea what was going on and our baggage has never been seen again. Virgin advised they would supply lunch and dinner and it was the same food for both a sandwich rice or noodles. As a result booked into a transit lounge to get away from the hard seats and the hoards of disgruntled passengers. Arrived finally in Brisbane yes there was a storm but again ground staff could not care.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
6/10

Virgin Australia customer review

(Australia)

I have flown several times in business class and found the overall quality and level of service acceptable. My business partner has recently flown Brisbane/LA in Premium Economy Class and commented the level of service and seat quality was below average. Shame they stopped the Brisbane-Phuket service that was good.
Seat TypeBusiness Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
1/10

Virgin Australia customer review

(Australia)

Travelled to Christchurch on 14th January finally after waiting at the airport from 5am till 7pm. Disruptions were caused by new checking in system and a plane that broke down. We did initially leave a couple of hours late but turned back because of something wrong with the plane. Virgin staff seemed unable to cope when something goes wrong and communication with passengers was almost non existent. After quire a few hours we cancelled our accommodation and booked in at Christchurch also had to contact rental company. All in all a very bad experience and cost us plenty. Perhaps Virgin could look at the checking in system at Christchurch where you book in and print your own boarding pass. Excellent and fast. Suggestions for coping if this happened again would be to train staff in procedures when things go wrong put passengers with no booked luggage on other airlines communicate with passengers and give constant updates.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
7/10

Virgin Australia customer review

(Australia)

Cramped seating no room to move - couldn't put tray down when passenger in front reclined - very restricted and uncomfortable. Would be helpful if staff spoke to passengers in this situation and asked that they consider others.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
1/10

Virgin Australia customer review

(Australia)

I understand that delays at airports cannot be helped but the way that passengers are treated during the delay certainly can be. Travelled yesterday from Denpasar and the treatment of passengers by the Virgin ground staff and Airport Security was disgusting. Flight was delayed 6 hours and we were held for most of that time in the boarding lounge which was a hot and sticky area with no access to water. No information provided as to what was going on or how long the delay was going to be. People trying to leave the boarding lounge to buy water were prevented by Security Staff. Felt like we were being held almost captive within the boarding lounge and it was only when a few passengers started getting very angry that finally after 4 hours we were given transit cards and allowed out into the main terminal for a drink. I cannot understand why water cannot be made available in the boarding lounge particularly under circumstances such as this. In my experience Denpasar Airport is the only place where water is not made available in boarding lounges even for sale and of course the tap water in the bathroom is not drinkable. The pilot was most apologetic but he was nowhere to be seen during our waiting time on the ground. Once we finally were in the air we were offered a free drink - small compensation I say.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
8/10

Virgin Australia customer review

(United States)

LAX-MEL in April 2011 in Economy. Great experience - seats were wide and comfortable (firm yes but they are designed this way and it works); in flight entertainment is more than adequate (and its your own screen unlike United); the 777 was clean and obviously new. Was in the very last row with an aisle seat which is great because you have extra space to your side. Returned MEL to LAX in April 2012. Unlike in LA the check-in process at MEL was rushed and the customer service agent I worked with was well below average. She had to reprint me baggage tags because she never asked what my final destination was and grumbled when asked to do so. Otherwise another good flight with excellent customer service (one flight attendant was downright rude but this was outweighed by others who were pleasant professional and attentive). The really great thing about V Australia though is that they have less restrictive and cheaper rules for flight changes than Qantas does even if you book with the cheapest possible sale fares.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
2/10

Virgin Australia customer review

(United States)

My wife and I have been using Qantas in the past on a yearly basis to visit our family in Australia. We used V Australia on the last 2 occasions. On our last flight from LAX to Sydney return customer service was horrible. Cabin staff including ground crew were very rude. During the flight when asked for an additional pillow we were told none are left yet later on they were carrying pillows to the back of the plane. The food was horrible and on flight to Sydney we were offered a snack between breakfast and dinner but not on the flight to LAX. The seats were so hard that after few hours it became incredibly uncomfortable. During the flight to Sydney air conditioning was left on at full blast and although both of us were heavily dressed we froze by the time we arrived in Australia.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
9/10

Virgin Australia customer review

(Australia)

Economy BNE-LAX. Excellent flights both ways staff efficient with friendly service. Great choice of movies and captain and crew informative. Food fine and could not fault. Would not hesitate to fly again.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
7/10

Virgin Australia customer review

(Australia)

SYD to AUH in Business seat 1A. Bussiness cabin approximately 20% full. Service pretty good meals solid. IFE good. Seat not as comfortable as previous V Australia Business seats very hard but not so bad on the recline. Lounge access via Air NZ in Sydney was fine. V Australia/Etihad code share is only a touch lower in cost than the Emirates business flights to Europe but I feel V Australia business class from SYD-AUH is a little limp and not exactly great value for money.
Seat TypeBusiness Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
4/10

Virgin Australia customer review

(Australia)

Seats although wider than economy were very hard and uncomfortable and the arm rests didn't raise; when the seat in front was reclined it was very difficult to manoeuvre past it. Tray table was small and flimsy. The bar ran out of wine - we were told that it was "basically just the leftovers from business class and there wasn't any more". After the lunch at around 12.30pm there was no food until breakfast just prior to landing in LA - we were told they "didn't stock sandwiches" so there was only chips and nuts etc. Attention from staff was poor.
Seat TypePremium Economy
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no