Question 1

How can I contact Virgin Australia customer service from outside Australia?

Accepted Answer

For general customer service inquiries from anywhere outside Australia, you can call Virgin Australia's international contact number at +61 7 3295 2296.

Question 2

What is Virgin Australia's policy on flight changes and cancellations?

Accepted Answer

The ability to change or cancel a Virgin Australia booking, along with any associated fees, depends on your specific fare type. Changes to names, flights, or fare types may incur charges and must be completed before check-in. While all bookings can be cancelled, refunds are subject to the applicable fare rules and cancellation fees.

Question 3

How do I request a refund for a cancelled or delayed flight?

Accepted Answer

If your Virgin Australia flight is cancelled or significantly delayed and suitable alternative arrangements cannot be made within a reasonable timeframe, you may be eligible for a travel credit or a refund. You should contact their Guest Contact Centre or your travel agent to initiate this request. Refunds for itineraries involving US sectors are typically processed within 7 working days, while other sectors may take up to 21 calendar days.

Question 4

What are the baggage allowances for Virgin Australia flights?

Accepted Answer

Baggage allowances on Virgin Australia flights vary based on your fare type, the route you are flying, and your Velocity Frequent Flyer status. Lite fares generally do not include checked baggage. Economy fares typically permit one checked bag weighing up to 23kg, whereas Business Class fares usually allow two checked bags, each up to 32kg. Carry-on baggage allowance is generally 7kg for Economy passengers, with Business Class and Gold/Platinum Velocity members often permitted up to 14kg. Overweight fees apply for checked bags between 23kg and 32kg, and any single item exceeding 32kg will not be accepted as checked baggage.

Question 5

What should I do if my baggage is lost, delayed, or damaged?

Accepted Answer

If your checked baggage is delayed, lost, or damaged, it is crucial to report it to Virgin Australia at the baggage reclaim area before you leave the airport. If an in-person report is not possible, you should contact their dedicated Baggage Contact Centre for assistance.

Question 6

How can I manage my Virgin Australia booking online?

Accepted Answer

You can manage your Virgin Australia booking online by visiting the 'Manage Your Booking' section on their official website. You will need to enter your booking reference and last name to access your reservation. This feature allows you to make changes or cancellations, provided you have not already checked in online for your flight.

Question 7

Does Virgin Australia offer assistance for passengers with special needs or mobility requirements?

Accepted Answer

Yes, Virgin Australia is committed to providing assistance for passengers with special needs, including mobility and other accessibility requirements. Passengers needing such services should notify the airline in advance. More information and a specific service request form can be found in their Help Centre.

Question 8

How can I contact Virgin Australia for Velocity Frequent Flyer enquiries?

Accepted Answer

For all enquiries related to your Velocity Frequent Flyer membership, including account maintenance, earning or redeeming points, bookings made with points, and upgrades, you should visit the Velocity Help and Support Centre on the Virgin Australia website.

Question 9

What are the operating hours for Virgin Australia's customer service?

Accepted Answer

Virgin Australia's general customer support is typically available Monday to Friday from 8 a.m. to 8 p.m. AEST, and on Saturday and Sunday from 9 a.m. to 6 p.m. AEST. However, it is important to note that specific contact numbers, such as those for Virgin Australia Stays or Holidays, may have different operating hours.

Question 10

Can I get a refund for Virgin Australia Stays or Holidays bookings?

Accepted Answer

For questions regarding Virgin Australia Stays or Virgin Australia Holidays reservations, you can contact their dedicated international numbers: +61 8 8432 5189 for Stays Reservations and +61 8 8133 6487 for Holidays. Any refunds for these specific bookings will be processed according to their individual terms and conditions.

Question 11

How can I call Virgin Australia customer service from another country?

Accepted Answer

If you need to call Virgin Australia from another country, you can use a service like CallTuv to place the call from your browser without a SIM, subscriptions, or hidden fees.

Phone Line	Phone
Baggage Contact Centre
All other Countries	+61 7 3295 2257 Call now
Customer Service
Anywhere else in the world	+61 7 3295 2296 Call now
Australia	+61 136789 Call now
China	+86 400 120 2198 Call now
From USA	+1 866 810 7162 Call now
New Zealand	+64 800 670 000 Call now
United Arab Emirates	+971 800 0612002 Call now
United Kingdom	+44 800 051 1281 Call now
Toll-Free Number
USA	+1 855 253 8021 Call now
Virgin Australia Holidays
International	+61 8 8133 6487 Call now 5 am and 11 pm AEST, 7 days a week
Virgin Australia Stays Reservations
International	+61 8 8432 5189 Call now 5 am and 11 pm AEST, 7 days a week

Virgin Australia Customer Service Number, Support Phone & Contact Info

About Virgin Australia & Customer Service

Virgin Australia's Customer Service Phone Numbers

Frequently Asked Questions (FAQ)