Help Centre

FAQs

Baggage

Can I pre-purchase excess baggage?

Answer

Excess baggage fees can only be paid at the airport.

Virgin Australia and Virgin Samoa cannot guarantee that excess baggage will be carried. Carriage of excess baggage is at our sole discretion, and is subject to aircraft loads.

For more information please visit Plan > Baggage > Checked Baggage.


How will additional baggage be charged?

Answer

Information about fees for additional baggage can be found at Plan > Baggage > Checked Baggage.


What are the maximum dimensions of my checked baggage?

Answer

No individual piece of baggage must weigh more than 32 kg (70 lbs) or exceed total linear dimensions (add together the depth, width and length) of 158 cm.

For more information about checked baggage please visit Plan > Baggage > Oversized and Fragile Items.


If I am no longer flying with baggage, can I remove my allowance?

Answer

Australian Domestic, New Zealand, the Pacific Islands, Bali and Phuket

Once purchased, baggage fees are non-transferable and non-refundable. However, if your travel plans change, and you cancel your flight, the baggage fee will be refunded to the original form of payment.

Other International Destinations

A complimentary baggage allowance is included in all fares. If you decide not to travel with baggage, the allowance will still be included in your ticket and no fare reduction will apply.

Additional Information: For more information please visit Plan > Baggage.


If I am travelling with a companion, do we both need to purchase a baggage allowance?

Answer

Australian Domestic, New Zealand, the Pacific Islands, Bali and Phuket

Our baggage allowance is based on number of pieces purchased. If you are travelling with a companion, you may choose to check-in all bags under the one guest.

Note: Baggage will travel under the name of the guest who checks in the item, and this guest will be responsible for the contents of the bags.

Other International Destinations

All other international destinations have fares that include a complimentary baggage allowance; there is no need for any guest to purchase baggage.

Additional Information: For more information, please visit Plan > Baggage > Checked Baggage.

 

Seating

How can I book an Extra Legroom seat?

Answer

You can book Extra Legroom online or over the phone at the time of booking. If you'd like to add Extra Legroom seating to an existing booking, please call our Guest Contact Centre.

Payment for Extra Legroom seats can only be made using a Credit Card, Debit Card or cash.

Note: Guests will need to meet certain requirements to be eligible to sit in Extra Legroom seating, this will be assessed at check-in. Extra Legroom seating is limited and therefore not always available.

Additional Information

More information about Extra Legroom seating can be found at Bookings > Flight Extras > Add Extra Legroom.


Why can't I make a reservation for an Extra Legroom seat whilst I'm booking my flight?

Answer

You can book Extra Legroom seating while booking your flight, so long as it is still available on the flight(s) you have selected.

If Extra Legroom seating is not available on the flight(s) you have selected it will not be displayed as an option during the booking process.

Additional Information

For more information about Extra Legroom seating please visit Bookings > Flight Extras > Add Extra Legroom.


What is the seating arrangement on my aircraft?

Answer

For information on seating arrangements onboard our fleet of aircraft, please visit Experience > Onboard the Flight > Seat Maps.


How can I request a particular seat?

Answer

Australian Domestic, New Zealand, the Pacific Islands, Bali and Phuket

Certain guests may be able to select their preferred seat, up to 14 days prior to flight departure. Eligibility for advance seat selection is based on fare type and theVelocity membership level.

Note: While we attempt to fulfil all seat requests, we cannot guarantee a particular seat.

Other International Destinations
All guests travelling with Virgin Australia operated flights to all other international destinations may select their seat in advance of their flight.

With the exception of guests travelling on a V Promo fare, this is available at no additional cost.

For guests travelling on a V Promo Fare, a fee will apply to select a seat in advance

Note: While we attempt to fulfil all seat requests, we cannot guarantee a particular seat.

Additional Information

For more information, or to select your preferred seat, please visit Bookings > Flight Extras > Select a Seat.

 

Boarding Pass

I have checked in on the web but have misplaced my boarding pass. Can I reprint my boarding pass at a kiosk?

Answer

Only guests who have checked in via our mobile platform can reprint their boarding pass at a Check-in Kiosk. If you have checked in online and subsequently misplaced your boarding pass, please proceed to a check-in counter or to the customer service desk at a terminal gate lounge, and one of our team members will be able to assist you.

Note: Photo ID may be required.


I have checked in via the mobile platform but haven't yet received a mobile boarding pass; what should I do?

Answer

Not all guests are sent a mobile boarding pass. If you book for multiple passengers you will need to print out your boarding pass at the airport.

If you don't have any baggage to check in, then you can print your boarding pass at the a Check-in Kiosk. Otherwise, please proceed to a bag drop counter where you will receive your boarding pass from a Virgin Australia team member.


Can I print out a mobile boarding pass?

Answer

No, a mobile boarding pass is only valid on the mobile device.


Can I proceed directly to security and the boarding gate with my mobile boarding pass?

Answer

If you are travelling with only carry-on baggage and have a Mobile Boarding Pass, you can proceed directly to security and then the boarding gate
 

 

Flight Change

How do I change a flight for just one person in the reservation?

Answer

If your booking contains more than one guest and you do not want to change the flight for everyone in the resevation, please call our Guest Contact Centre.

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 

 


How do I change or cancel my Virgin Australia Holidays booking?

Answer

To make a change or to cancel a Virgin Australia Holidays package, please call our Guest Contact Centre.

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

 

Travel Bank and Forms of Payment

What is Travel Bank?

Answer

Travel Bank is a new account that keeps your flight credits in a safe place for future flights. This tool will replace our current system of credit shells, vouchers and ticket credits. If you don’t wish to pay with Travel Bank credits, simply choose your preferred method of payment in the “Complete Payment” section.


Why are there multiple charges on my bank account statement for a booking I made with Virgin Australia?

Answer

Under our new booking and check-in system, SabreSonic CSS, the way your purchases appear on your bank account statements for bookings made with Virgin Australia have changed.

Amex & Diners

Guests wishing to pay using American Express or Diners Club should note that each item associated with your booking will be charged on a separate line. This may include individual fares, extra baggage purchases and any other fees and charges associated with the booking. The total amount charged will be displayed prior to your transaction being processed. There is no change to the total amount charged on the way in which it is represented on your bank statement.

If you have any questions regarding multiple charges on your bank statement, please email accounts@virginaustralia.com or contact the Guest Contact Centre on 13 67 89.

Charges relating to each fare and ancillary item purchased are processed individually. This means that for multiple guests/tickets and multiple ancillary items, there will be multiple charges per ticket or ancillary item. This change was implemented, on 12 January 2013.

Web bookings – Visa & Mastercard

Guests wishing to pay using MasterCard or Visa online should note that the total value of your purchase is processed in one transaction. This will include all tickets and associated fees and charges. A breakdown of these charges is made available prior to the transaction being processed and displayed in your receipt once the transaction has been completed.

If you have any questions regarding how your credit card has been charged, please email accounts@virginaustralia.com or contact the Guest Contact Centre on 13 67 89.

Charges relating to each fare and ancillary item purchased are processed as one total against your bank account statement. This includes all tickets and ancillary items, such as baggage. This change was implemented, on 24 April 2013.

Guest Contact Centre bookings – Visa & Mastercard

Guests wishing to pay by MasterCard or Visa through our Guest Contact Centre should note there will be multiple charges on your bank statement associated with your purchase. Charges relating to each fare will be charged as one transaction. A second charge will appear on your statement representing the service and booking fees associated with the booking such as the Guest Contact Centre service fee.

Charges relating to each fare purchased are processed as one total charge. A second total charge will appear on your bank account statement for a total of all ancillary items, including your Booking & Service Fees. This change was implemented, on 24 April 2013.

If you have any questions regarding multiple charges on your bank statement, please email accounts@virginaustralia.com or contact the Guest Contact Centre on 13 67 89.


What will happen to the funds in my Credit Shell?

Answer

Once we transition to the new booking and check-in system, guests can continue to use their existing credit shells in exactly the same way as today – by calling the Guest Contact Centre and quoting the record locator number of the original booking.

Credits accrued after implementation of the new booking system (either for refunds or compensation) will be placed in a Travel Bank account for use at a later date. At that time, you will be sent a username and password to access your new Travel Bank account.


How do I use my Travel Bank Account to pay for flights?

Answer

When you log in to your Travel Bank account you can view all your credits. You will be able to pay or partially pay for flights using your Travel Bank credit on the Virgin Australia website, or by calling our Guest Contact Centre. You may also use a combination of Travel Bank and credit card to pay for flights.

If you’re combining Travel Bank credits with another form of payment, you must enter the Travel Bank component prior to choosing your second payment type. Travel Bank credits can be used towards any Virgin Australia booking with the exception of Blue Holiday Packages. Travel Bank credits can also be used to pay for fare differences and change fees. Travel Bank credits are valid for 12 months from date of issue. Once individual credits expire they cannot be extended. Travel Bank also applies credit for payment based on expiration dates, so you can make sure you are paying with the credits that are due to expire first.


What am I unable to use my Travel Bank credit for?

Answer

Travel Bank credits cannot be used to pay for Unaccompanied Minor (UMNR) charges, extra leg room, excess baggage or Guest Contact Centre service fees.


How do I request a refund?

Answer

If for some reason you need to cancel your flight, you can email reservations@virginaustralia.com with the following details: Booking Reference Number (PNR), Passenger Names and Flight Details. Alternatively, you can request a refund by calling our Guest Contact Centre. Please note that fare rules do apply. Read our Fare Change Overview.


Can a password be added to my Travel Bank account?

Answer

No, passwords cannot be added to Travel Bank accounts.


How do refunds to Travel Bank work?

Answer

Refunds of tickets that were paid for with Travel Bank Credits must be returned to the same Travel Bank account.


What are the forms of payment I can use when booking via the Guest Contact Centre or the Virgin Australia website?

Answer

You can use your credit card or Travel Bank to pay for a booking made via the Guest Contact Centre. You can use your credit card, PayPal, Travel Bank or POLi to pay for bookings made via the Virgin Australia website. If you don’t wish to pay with Travel Bank credits, simply choose your preferred method of payment in the “Complete Payment” section.


Can I pay for my flight with PayPal?

Answer

Yes, PayPal is now available as a Form of Payment on our website for bookings being purchased in Australian dollars. PayPal can be used to purchase all costs associated with your booking except for Travel Insurance.


Can I pay for my flight with BPay?

Answer

We have numerous payment options available via the Guest Contact Centre or the Virgin Australia website however BPay is not offered at this stage.
Once the new Sabre booking and check-in system is implemented, we will be continually looking at ways to enhance the system for the benefit of our guests and partners.


Can I pay for my flight with POLi?

Answer

POLi payment are only available for bookings made with Australian Dollars (guest will need Australian Bank Account) and New Zealand Dollars (guest will need New Zealand Bank Account). Guests using other currencies cannot use POLi.


Can I pay for my flight with Gift Vouchers?

Answer

Valid gift vouchers can be redeemed online or by calling our Guest Contact Centre. A Guest Contact Centre fee will apply, unless the online redemption facility is unavailable. Only one voucher can be used per booking, and any outstanding difference between the Voucher and the amount of the booking must be paid at the time of booking with a valid credit card for which a booking and service fee may apply.

The Voucher cannot be used to book codeshare flights that are not sold on the Virgin Australia website; or flights that include Velocity Frequent Flyer Points as a method of payment, and Gift Vouchers cannot be used where Insurance is selected.

 

Website Hotels FAQ

How can I add a hotel to my booking?

Answer

Hotels can be added to itineraries during the flight booking process on the Virgin Australia website. Hotels can also be booked, separate from flight bookings, via our hotel partner Agoda.


At which locations can I book hotels?

Answer

Hotels are available across our entire network and partner destinations, plus many other locations worldwide (subject to availability).

Agoda gives guests access to more than 120,000 hotels through the Virgin Australia website.


Do I have to pay for my hotel reservation at the time of booking?

Answer

Yes, hotels must be paid in full at the time of booking.


Is the price quoted for the hotel inclusive of all taxes and fees?

Answer

Yes, the price quoted for the hotel is inclusive of fees and taxes. However, some cities have a city-wide hotel tax, which is payable upon arrival.


What forms of payment can I use to pay for my hotel?

Answer

Hotels must be paid for with credit card. Non-hotel components of bookings can be paid for using other forms of payment - such as PoLi, PayPal, Travel Bank or Gift Voucher - however, the hotel component must be paid for with credit card.


Can I earn Velocity Points for my hotel reservation?

Answer

Yes. As Agoda is a Velocity partner, Points can be accrued when a Velocity membership number is provided.


Can I change my hotel reservation?

Answer

Whether or not changes can be made are determind by the terms and conditions of the specific room booked.

To view terms and conditions refer to the hotel confirmation email sent to you by Agoda. To make a change call Agoda on +61 (02) 8066 2868 or email virginaustralia@agoda.com.


Can I cancel my hotel reservation?

Answer

Hotels can be cancelled in accordance to the terms and condtions of the specific room booked. Some bookings are non-refundable.

To view terms and conditions refer to the hotel confirmation email sent to you by Agoda. To make a change call Agoda on +61 (02) 8066 2868 or email virginaustralia@agoda.com.


Can I change/cancel my flights online if I have a hotel reservation of my booking?

Answer

Yes, flight changes and cancellations can be made online via the website's Manage My Booking function.

While flights can be managed online, hotels must be managed by calling Agoda on +61 (02) 8066 2868 or emailing virginaustralia@agoda.com.


Can I add insurance if my booking includes a hotel reservation?

Answer

Yes, insurance and hotels can be added to the same booking. When insurance and hotels are included in one booking, the whole itinerary must be paid for with credit card. Split forms of payment are not permitted.


How can I tell if my hotel reservation is successful?

Answer

After payment, a confirmation page will display details of your booking, including the hotel confirmation number. Agoda will also send you a confirmation email.


What documentation do I need to take with me to the hotel?

Answer

You will receive a confirmation email from Agoda, containing your hotel voucher and reservation number. Please present this to the hotel upon check in.


Can I book a hotel separately after I have booked my flight(s)?

Answer

Yes, hotels can be booked, separately from flight itineraries, with our hotel partner, Agoda.


Can I book travel insurance separately after I have booked my flight(s)?

Answer

Yes, travel insurance can be booked, separately from flight itineraries, with our insurance partner, Allianz.