Virgin Australia Service Team | Customer Service Contact Details

Virgin Australia Overview

Part of the world-renowned and large Virgin Group led by Sir Richard Branson, Virgin Australia has a legacy as one of the most highly regarded global brand names in the world today. The Virgin Group comprises of some 300 more companies such as Virgin Radio, Virgin Oceanic, the soon to be launched Virgin Galactic, Virgin Megastores, and much more.

Virgin Australia was established in 2000.  When Virgin entered the Australian aviation marketplace, it brought real competition to the leisure sector.  Virgin Blue had one route at that time, with two aircraft.  Its first flight was from Brisbane to Sydney. The brand Virgin Australia was officially launched in 2011, with new services between Sydney and Abu Dhabi. Australia’s first Lounge Premium Entry and Premium Valet service were introduced at Sydney airport. In 2011, Virgin Australia also launched its Velocity frequent flyer program.

In 2016, there were a lot of landmark accomplishments in Virgin Australia. Virgin Australia announced codeshare agreements with Singapore Airlines, Air Canada, and Italy’s Alitalia. It also unveiled its International Business Class on its Boeing 777-300ER aircraft. Greening Australia and Greening Australia forged a partnership to reduce soil erosion and help restore water quality on Australia’s Great Barrier Reef.

The Virgin Group strives to deliver quality service to its customers.  They are continuously improving the customers’ experience through innovative experiences.  

The Virgin Group’s core values are value for money, quality, innovation, fun and a sense of competitive challenge.

Virgin Australia aims to be the airline of choice for leisure and business travellers. It is an award-winning airline, and its awards include Best Airline Staff Service from Skytrax World Airline Awards, Best Cabin Crew from ABTA and AirlineRatings.com. In 2016, Virgin Australia was recognized by Randstad for two years in a row as Australia’s most attractive employer. Similarly, the Velocity Frequent Flyer Program won three awards at the 28th annual Freddie Awards in 2016.

The Corporate Governance Statement of Virgin Australia specifies 8 principles that the company adheres to: (1) lay solid foundations for management and oversight; (2) structure the board to add value; (3) act ethically and responsibly; (4) safeguard integrity in corporate reporting; (5) make timely and balanced disclosure; (6) respect the rights of security holders; (7) recognise and manage risk, and (8) remunerate fairly and responsibly.

Here is Virgin Australia’s Network of Destinations:

Virgin Australia Customer Service

Virgin Australia has three fare types: Economy, Premium and Business.  Economy Fares are categorized into Getaway, Elevate, Freedom, Go, and Go Plus. Premium fares are categorized into Premium Saver and Premium.  Business fares are categorized into Business Saver and Business types.

Virgin Australia has specific ‘How to Guides’ in order to assist customers who need assistance.  Some important ‘How to Guides’ on their website are the following: How to Book Online, How to Web Check-in, How to Book Multi-City, How to Put a Booking on Hold, and much more.

Virgin Australia has a special service request form for passengers who require special needs and assistance.  They are able to assist passengers with vision and hearing impairment and those who need wheelchair assistance.  Passengers who will fly with service animals or who have medical conditions that require medical clearance are also required to fill in a special service request form.  Other passengers who may need special service assistance are infants, children travelling alone, those who need special meals, and those who are flying while pregnant.

Virgin Australia Contact Numbers

Virgin Australia address is 56 Edmondstone Road Bowen Hills Qld 4006 Australia. Their mailing address is PO Box 1034 Spring Hill QLD 4004 Australia. Virgin Australia contact numbers depend on its specific areas of service.  

To lodge a complaint, contact Virgin Australia by sending a mail to:

Virgin Australia Guest Relations- Complaints PO Box 1034 Spring Hill QLD 4004

Virgin Australia contact centre is available 24/7.  Here are their Reservation Contact Numbers:

For guests who wish to contact Virgin Australia holidays, it is open six days a week., Monday to Friday 8 AM to 6 PM AEST and Saturday  9 AM to 5 PM AEST.

Here are Virgin Australia’s corporate enquiries contact numbers:

Here are the contact numbers for Group Bookings:

Here are the contact numbers for business zone booking enquiries:

Velocity Frequent Flyer Contact Centre is available from 8 AM to 8 PM AEST, Monday to Friday.

For lost or damaged baggage, Virgin Australia customers may contact baggage services:

Contact Virgin Australia

The Virgin Australia website has specific FAQs for new bookings and check-in systems.  FAQs are divided into such specific topics as Baggage, Seating, Boarding Pass, Flight Change, Travel Bank and Forms of Payment, Website Hotels FAQ and Multi-City. The answers to common questions such as, ‘Can I pre-purchase excess baggage?’ How can I book an Extra Legroom seat?’, ‘Can I proceed directly to security and the boarding gate with my mobile boarding pass’?

Customers can also book online through the Virgin Australia website.