Help Centre

Contact Us

Virgin Australia has a number of teams who handle specific areas of service. To ensure that your query is processed in a quick and efficient manner, please select the correct Virgin Australia contact from the drop down menu below.

Information for guests: You can check your flight status on-line. 

There are also some helpful FAQs regarding our new booking and check-in system.

Important information regarding automated scam calls: Have you received a phone call claiming to be from Virgin Australia? More information here.

Guest Contact Centre – Reservations and General Enquiries

For any reservation enquiries, please use our Reservation/General Enquiries Form.

Our Reservations Inbox is manned during standard business hours. We endeavour to reply to all enquires within five working days. If you have an urgent enquiry, please contact our Guest Contact Centre.

Our Guest Contact Centre is available to assist you 24 hours a day, seven days a week. To speak with a Guest Contact Centre consultant please refer to the table below:

Reservation Contact Numbers

If calling from Contact number
Australia 13 67 89
New Zealand 0800 67 0000
United States of America 1855 253 8021
United Arab Emirates 8000 612 002
United Kingdom 0800 051 1281
Anywhere else in the world +61 7 3295 2296

Virgin Australia Address

56 Edmondstone Road
Bowen Hills Qld 4006

Mailing Address:
P O Box 1034
Spring Hill Qld 4004

Virgin Australia Head Office

Our head office is located at:
 
56 Edmondstone Road
Bowen Hills  Qld  4006

Mailing Address:
P O Box 1034
Spring Hill  Qld  4004

Phone Number:
(07) 3295 3000

Velocity Frequent Flyer

The Velocity Contact Centre is available 8am–8pm AEST, Monday to Friday.

Calling from:Contact Number 
Australia 13 18 75 
New Zealand0800 230 875
Other International+61 2 8667 5924

Baggage Services

If you have lost or have identified damaged baggage, please contact our Baggage Services department. Please phone Baggage Services at the arriving port.

Domestic and International Airports

Airport: Calling from:  Contact Number: Contact Hours:
Adelaide

Australia

Overseas

(08) 8238 7514

+61 8 8238 7514

0500-2100  
Albury 

Australia

Overseas 

(02) 6023 3754

+61 2 6023 3754 

1.5 hrs before & 30 min after flight departure 
Apia

Samoa

Overseas

23097

+685 23097 

 3 hrs before & 1 hr after flight departure
Ayers Rock

Australia

Overseas

(08) 8956 3419

+61 8 8956 3419

 3 hrs before & 1 hr after flight departure
Auckland - International

New Zealand Freephone

Overseas 

(09) 256 3929
0800 224 872

+64 9 256 3929

0700 - 1900
Ballina-Byron Bay  

Australia

Overseas 

(02) 6686 7664
(02) 6686 8572

+61 2 6686 7664
+61 2 6686 8572  

1.5 hours before & 30 mins after flight departure  
Brisbane - Domestic

Australia

Overseas 

(07) 3114 8150

+61 7 3114 8150

0700-2300  
Brisbane - International

Australia 

Overseas

Email

0448 530 136

+61 448 530 136

bs.bneintmb@virginaustralia.com

0600-2300
Broome  

Australia

Overseas 

(08) 9193 7750

+61 8 9193 7750 

2200 Saturday - 0200 Sunday weekly
Bundaberg  

Australia

Overseas 

(07) 3117 0433
(07) 3117 0434

+61 7 3117 0433
+61 7 3117 0434  

1215-1515
Cairns

Australia

Overseas

(07) 4034 9321

+61 7 4034 9321

1115 - 1815
Canberra  

Australia

Overseas 

(02) 6212 6900

+61 2 6212 6900

0800 - 1300 & 1400 - 1730  
Christchurch - International

New Zealand

Overseas

(03) 374 7104

+64 3 374 7104

0600 - 2130
Coffs Coast  

Australia

Overseas 

(02) 6658 0696

+61 2 6658 0696 

1.5 hrs before & 30 min after flight departure  
Darwin  

Australia

Overseas 

(08) 8945 3176

+61 8 8945 3176 

1.5 hrs before & 30 min after flight departure  
Denpasar

Bali

Overseas

361 9351 011

+62 361 9351 011

3 hrs before & 1 hr after flight departure 
Dunedin - International

New Zealand

Overseas 

(03) 488 5821
(03) 486 2707

+64 3 488 5821
+64 3 486 2707

0700 - 1900
Emerald Airport Australia (07) 4987 7317 0630-0900(Mon-Fri)
1045-1545(Mon-Fri)
1700-1900(Mon-Fri)
0945-1215(Sat)
1045-1545(Sun)
1700-1900(Sun)
Gladstone Airport

Australia

Overseas

(07) 4978 7874

+61 7 4978 7874

0600-1400 & 1615-2000 (Mon-Fri)
0845-2345 (Sat)
1200-2000 (Sun)
Gold Coast - Domestic and International

Australia

Overseas 

(07) 5599 4047

+61 7 5599 4047 

1.5 hrs before & 30 min after flight departure  
Hamilton - International  

New Zealand

Overseas 

(07) 843 0512

+64 7 843 0512 

3 hrs before & 1 hr after flight departure
Hamilton Island  

Australia

Overseas

(07) 4946 9631
(07) 4946 9675

+61 7 4946 9631
+61 7 4946 9675

1.5 hrs before & 30 min after flight departure  
Hervey Bay (Fraser Coast)

Australia

Australia (Alternative)

Overseas

(07) 4125 5289

(07) 4125 4719

+61 7 4125 5289

1.5 hrs before & 30 min after flight departure 
Hobart  

Australia

Overseas 

(03) 6248 4443
(03) 6248 4442

+61 3 6248 4443
+61 3 6248 4442 

1.5 hrs before & 30 min after flight departure  
Honiara

Solomon Islands

Overseas 

36077

+677 36077 

3 hrs before & 1 hr after flight departure 
Karratha

Australia

Overseas 

(08) 9183 8263

+61 8 9183 8263 

1.5 hrs before & 30 min after flight departure 
Launceston  

Australia

Overseas 

(03) 6391 8782

+61 3 6391 8782 

1.5 hrs before & 30 min after flight departure  
Los Angeles  

USA

Overseas 

866 810 7162

+1 866 810 7162

0700 - 2300
Mackay  

Australia

Overseas 

(07) 4952 3355

+61 7 4952 3355 

1.5 hrs before & 30 min after flight departure  
Melbourne - Domestic

Australia

Overseas 

(03) 9339 1750

+61 3 9339 1750

0500 - 2230
Melbourne - International

Australia

Overseas

Email

0448 489 736

+61 448 489 736

bs.melint@virginaustralia.com

0530 - 1100 / 1900 - 2200
Mildura 

Australia

Overseas 

 (03) 5023 4690

+61 3 5023 4690

1.5 hrs before & 30 min after flight departure 
Nadi

 Fiji

Overseas

6722 777

+679 6722 777 

3 hrs before & 1 hr after flight departure
Newcastle  

Australia

Overseas 

(02) 4965 0516

+61 2 4965 0516 

1.5 hrs before & 30 min after flight departure  
Newman

Australia

Overseas

(08) 9175 0047

+61 8 9175 0047

1.5 hrs before & 30 min after flight departure 
Nuku'alofa

Tonga

Overseas 

35422

+676 35422 

3 hrs before & 1 hr after flight departure 
Perth - Domestic

Australia

Overseas

(08) 9475 7903

+61 8 9475 7903 

1.5 hrs before & 30 min after flight departure  
Perth - International

Australia

Overseas 

(08) 9475 7903

+61 8 9475 7903 

1.5 hours before and 30 mins after flight departure
Phuket

Thailand

Overseas

7635 1219

+66 7635 1219 

3 hrs before & 1 hr after flight departure 
Port Hedland

Australia

Overseas 

(08) 9140 1028

+61 8 9140 1028

1.5 hrs before & 30 min after flight departure
Port Macquarie 

Australia

Overseas 

(02) 6583 1542

+61 2 6583 1542 

1.5 hrs before & 30 min after flight departure 
Port Moresby

Papua New Guinea

Overseas

73737106
71000212 


+675 73737106
+675 71000212

3 hrs before & 30 min after flight departure 
Port Vila

Vanuatu

Overseas 

25980

+678 25980

3 hrs before & 30 min after flight departure 
Proserpine (Whitsunday Coast)

Australia

Overseas 

(07) 4945 5769

+61 7 4945 5769 

1.5 hrs before & 30 min after flight departure
Queenstown - International

New Zealand

Overseas

(03) 441 4880
(03) 441 4876

+64 3 441 4880
+64 3 441 4876

0900 - 1730
Rarotonga

Cook Islands

Overseas 

20845

+382 20845 

3 hrs before & 30 min after flight departure 
Rockhampton  

Australia

Overseas 

(07) 4922 1085

+61 7 4922 1085 

1.5 hrs before & 30 min after flight departure  
Sunshine Coast  

Australia

Overseas 

(07) 5450 7485

+61 7 5450 7485 

0900 - 1200 & 1445 - 1745 Sun
Sydney - Domestic

Australia

Overseas 

(02) 9352 7650
(02) 9352 7651

+61 2 9352 7650
+61 2 9352 7651 

0730 - 2230  
Sydney - International

Australia

Overseas

Email

(02) 9700 9893

+61 2 9700 9893

sydint.baggage@aerocare.com.au

0700 - 1800
Townsville  

Australia

Overseas 

(07) 4775 7035

+61 7 4775 7035 

0430 - 0730 (Mon - Fri)
0530 - 0830 (Sat)
0730 - 1030 (Sun)
1430 - 1730 (Daily)
1930 - 2130 (Daily)  
Wellington - International

New Zealand

Overseas 

(04) 380 0400

+64 4 388 0400

0830 - 2000

 

Virgin Australia Holidays

To serve you better, our Virgin Australia Holidays Guest Contact Centre is open seven days a week. We operate Monday to Friday 9am–8pm AEDT (Australia) and Saturday and Sunday 9am–6pm AEDT (Australia).

Calling from: Phone Number: 
Within Australia  13 15 16 
Within New Zealand  0508 13 15 16 
Outside Australia or New Zealand  +61 7 3333 6600 

 

Corporate Enquires

To enqure about etablishing a tailored corporate travel programme, or to find out how you can achieve real corporate savings, please contact:

Calling from:Contact Number:
Australia1300 246 498 (option one)
New Zealand0800 70 60 70
Other International Locations+61 7 3295 2298 

 

Freight Enquires

Services within Western Australia operated by Virgin Australia Regional Airlines

Virgin Australia Regional Airlines Freight is the designated freight provider for flights between Perth and Albany, Broome, Derby (Curtin), Geraldton, Esperance, Kalgoorlie, Kununurra and Ravensthorpe on Virgin Australia Regional Airlines F50, F100 and A320 aircraft.

Virgin Australia Regional Airlines Freight

Phone: (08) 9477 3360 or (08) 9477 3364

Email: freight@virginaustralia.com

Address:

Hangar 250
Fauntleroy Avenue
Domestic Terminal
Perth Airport WA 6105

Services to all other domestic destinations

Toll Air Express is the designated freight provider for all Virgin Australia domestic flights – except for those operated by Virgin Australia Regional Airlines.

For all general freight enquiries contact Toll Air Express on 13 15 06.

For your nearest (or a specific) Toll Air Express, refer to the tables below:

Domestic Airports

Airport Contact Numbers Operating Hours Freight Manager Duty Manager
Adelaide Ph: (08)  8234 3882
Fax: (08) 8234 3889 
Mon-Fri: 0500-2100
Sat: 0500-2000
Sun: 0600-2100
Alan Boyes  0412 606 402 

Ballina-
Byron 

Ph: 13 15 06         
Brisbane  Ph: (07) 3635 0400
Fax: (07) 3860 5617 
Mon-Sun: 0400-2300 Mick McCorry  0412 164 124 
Broome  Ph: 13 15 06       
Cairns 

Ph: (07) 4015 2100
Fax: (07) 4035 9199

  

Mon-Fri: 0430-2230
Sat: 0830-1330
Sun: Closed  
Chris Bradley   0438 359 944  
Coffs
Harbour
Ph: 13 15 06       
Darwin  Ph: (08) 8945 7100
Fax: (08) 8945 7199 
Mon-Fri: 0700-1630, 1800-0200
Sat-Sun: 1800-0200 
Robert Warfe
Mbl: 0412 937 655 
 
Fraser
Coast
Ph: 13 15 06
Fax: 07 4125 5840 
Sun-Fri: 1050-1350
Sat: Closed 
Andrew Cullity 0405 762 515
Gold
Coast
Ph: (07) 5599 2333
Fax: (07) 5599 2363 
Mon-Fri: 0700-1700
Sat: 0700-1200
Sun: 0600-1000 
Laura Warren 0418 721 780
Hamilton
Island
Fax: (07) 4952 1099  Mon-Sun: 0830-1400  Tony Vallance
Mbl: 0407 594 975 
 
Hobart  Ph: (03) 6248 5601
Fax: (03) 6248 5911 
Mon-Fri: 0430-2300
Sat: 0430-1030
Sun: Closed 
Garry Jacobsen  0419 710 464 
Launceston  Ph: (03) 6391 9021
Fax: (03) 6391 9023 
Mon-Thu: 0430 - 1600 then
1900 - 2200
Fri: 0430 - 1600
Sat-Sun & P/Holidays: 0730 - 1400 
Mike Nation  0418 919 308 
Mackay  Ph: (07) 4952 6433
Fax: (07) 4952 6433 
Mon-Fri: 0830-1630
Sat: By Request
Sun: By Request (Acct Cust Only) 
Paul Anderson (07) 4952 6488
0423 006 037
Melbourne  Ph: (03) 92679400
       (03) 92679401
Fax: (03) 92679440 
Mon-Sun: 0500-0100  Darren Caton (03) 9267 9400 - Phone
(03) 9267 9401 - Phone
(03) 9267 9440 - Fax
Newcastle  Mbl: 0423 606 641
Fax: (07) 4965 0517 
Mon-Sun: 0750 - 1300 & 1630 - 1830  Sharon Page   
Perth   Ph: (08) 9277 9670
Fax: (08) 9277 9993 
Mon-Sun: 0500-0400  Theo Nederlof 0412 164 123 
Rockhampton  Mbl: 0412 881 014
Fax: (07) 4922 9015 
Mon-Sun: 0600 - 1030 &
1130 - 1445 &
1545 - 2015 
Simon de Git  0412 881 014 
Sunshine
Coast
Ph: 13 15 06
Fax: (07) 5450 6525 
Mon-Fri: 0900-1300
Sat-Sun: By Request 
Andrew Cullity  0409 624 674 
Sydney  Ph: (02) 9700 9478
Fax: (02) 9317 3525 
Mon-Sun: 0500-2300  Spiro Gonzilas 0401 145 588
Townsville  Ph: 0421 045 923
Fax: (07) 4775 7189 
Mon-Fri: 0500-1700
Sat-Sun: By Request 
Wayne Vermeer  0421 045 923 
Whitsunday
Coast
Mbl: 0427 237 600
Fax: (07) 4922 9015 
Sun-Fri: Closed
Sat: 1000-1330 
Stephen Walllis   

Head Office Information

Mail Address:

Toll Air Express
P.O Box 560
Alexandria NSW 1435

Contacts     
Sales Enquiries Ph: (02) 8337 4500 
Customer Service Ph: 13 15 06 
Accountant John Karafillis
Ph: (03) 9676 1660
Mbl: 0409 512 126  
Manager Domestic Operations  Ted Cosgrove
Ph: (02) 9700 9478
Mbl: 0421 053 442 
International Freight Manager

Dwayne Jude
Ph: (07) 3164 5004
Fax: (07) 3164 5081

International Airports

Airport  Contact Numbers 
Adelaide                                  Ph: 133 107 (AU local)
Ph: +617 3164 5050 (outside AU)
Brisbane  Ph: 133 107 (AU local)
Ph: +617 3164 5050 (outside AU)
Gold Coast Ph: 133 107 (AU local)
Ph: +617 3164 5050 (outside AU)
Melbourne  Ph: 133 107 (AU local)
Ph: +617 3164 5050 (outside AU)
Perth  Ph: 133 107 (AU local)
Ph: +617 3164 5050 (outside AU)
Sydney Ph: 133 107 (AU local)
Ph: +617 3164 5050 (outside AU)
Auckland

Ph: 0800 723 734 (free call NZ)
Ph: +617 3164 5050 (outside NZ)
Email: taesales@tollgroup.com

Christchurch Ph: 0800 723 734 (free call NZ)
Ph: +617 3164 5050 (outside NZ)
Email: taesales@tollgroup.com
Wellington  At present nil freight bookings accepted inbound/outbound for Wellington.   
Dunedin  At present nil freight bookings accepted inbound/outbound for Dunedin.  
Nadi 

Bookings
Ph: +67 9 672 2599
Sales
Mobile: +679 9913923
Email: yunus345@hotmail.com 

Port Vila  Ph: +678 26783 
Rarotonga  Ph: +682 23361 
Nuku'alofa  Ph: +676 28118 
Apia  Ph: +685 20345 
Denpasar Ph: +6236 1846 6654
Email: dps@grahaangkasa.com

 

Government Enquiries

If you would like to contact a member of the Government Sales team please email your enquiry to:

fedgov@virginaustralia.com or salesassist@virginaustralia.com

Group Bookings

If you are booking for a group of ten or more people to travel, you can contact our Groups Department to make your booking simply by phoning the relevant number listed below.

To request a quote, please complete the Quote Request Form. For further information on Group Travel you can call one of our friendly Sales Team on the number listed below:

Calling from: Contact Number:
Australia  13 67 00 
Other International Locations  +61 7 3295 2299 


Alternatively please feel free to contact us online at groupsales@virginaustralia.com

Partners

To contact our partners please use the following contact numbers:
(Note: All numbers listed are for Australian residents)

  • Virgin Australia Holidays – 13 1516
  • Virgin Atlantic – 1300 727 340
  • Virgin Credit Card – 1800 08 0000
  • Virgin America – +1 877 359 8474
  • Virgin Mobile – 13 3323

 

Virgin Australia Sponsorship Enquiries

Sponsorship plays a valuable role in the promotion of the Virgin Australia group of airlines and support for the communities in which our airlines operate.

Each year the Virgin Australia group of airlines receives many requests for assistance. As we only have limited resources available, it is unfortunate that we cannot support all applications. Only proposals that deliver commercial or community benefits that align with the direction of our airline progress to evaluation.

For more information on becoming a Virgin Australia sponsored partner, please refer to our sponsorship guidelines.

Suppliers

We are always on the look out for new, innovative ideas. We like to work with people and organisations that are proactive and dynamic. People who do away with convention and develop different solutions to everyday challenges. We are interested in hearing your thoughts. If you have an idea or concept that you would like to present to us, we would love to hear from you.

Please contact us at the following address:

Business Proposals
c/- VIRGIN AUSTRALIA

PO Box 1034
Spring Hill QLD 4004
Australia

Be sure to leave us your contact details and a brief outline of your proposal. We look forward to being inspired by you.

Virgin Australia lounge

Contact Us

For more information on Corporate rates, please visit Corporate Deals or contact the Virgin Australia Corporate Sales team on 1300 287 202 or email thelounge.corporate@virginaustralia.com

For more information on the Virgin Australia lounge, please contact the Virgin Australia lounge team on 1300 287 202 during business hours or email thelounge@virginaustralia.com

Booking Enquiries for the Business Zone

To make a booking for any of the Business Zone facilities, please select the Virgin Australia lounge location:

Calling from: Contact Number: 
Adelaide (08) 8238 7556
Brisbane (07) 3114 4220
Melbourne (03) 9339 1753 
Sydney(02) 9352 7667
Canberra(02) 6212 6911
Perth(08) 9475 7921


The Virgin Australia lounge opens 45 minutes prior to the first departure and closes at the time of the last departure.

Travel Agent Enquiries

We are available to assist Travel Agents 24 hours a day, seven days a week. To speak with a Guest Contact Centre consultant please refer to the table below:

Calling from: Contact Number:

Australia

13 67 37

New Zealand 0800 77 7737
United Arab Emirates 8000 612 003
United Kingdom 0800 051 1281
United States 1855 253 8021
From all other countries: +61 7 3295 2297

 

Media Enquires

If you are a media representative, who is looking to make an enquiry, find information about Virgin Australia, or source images, we would like to hear from you. 

If you would like to make an online enquiry, please email our Corporate Communications team.

To contact our industry specialist Mining and Resources Sales team for a tailored solution to get your staff to site, please email us at:

miningresources@virginaustralia.com

 

We pride ourselves on our customer service, and place great importance on the way our team interacts with our guests – to make sure that flying with Virgin Australia is an enjoyable experience.

We welcome and encourage your views, and appreciate your feedback so that we can develop areas of concern and reinforce our strengths.

If you have a complaint you can contact Virgin Australia by:

  • Sending us mail to:
    Virgin Australia Guest Relations - Complaints
    PO Box 1034
    Spring Hill Qld 4004
  • Call our Guest Contact Centre on 13 67 89, or
  • Complete and submit our Complaint and Compliment Form.