Help Centre

Accessibility

Using the Virgin Australia Website

Virgin Australia recognises the importance of providing accessible content to all users of our digital network, and is particularly committed to improving accessibility for users with disabilities.

Virgin Australia aims to meet conformance level AA of the World Wide Web Consortium’s (W3C) Web Content Accessibility Guidelines (WCAG), which comprise international web accessibility standards. In many areas, our network already conforms to a higher accessibility standard.

This page provides tips and useful information to assist users with disabilities to access the Virgin Australia website. It also outlines the standards we expect of our third party services providers and how to provide us with feedback.

Accessibility Information

To view information about accessibility on the Virgin Australia website, please select a topic below:

What is web accessibility?

Web accessibility is a method of design, which endeavors to ensure that a website is easy to access and effective to use for the widest possible range of users, irrespective of limitations, capabilities, location, equipment or bandwidth.

Virgin Australia has implemented a range of accessibility features, which have been developed in consultation with industry experts and impaired users.

Which operating systems and browsers work best with the accessibility features of the Virgin Australia website?

The Virgin Australia website has been tested for accessibility across a range of operating system and browser combinations. Due to dissimilarities in the way each of the combinations behave, there are differences in the level of accessibility of the Virgin Australia website. The table below outlines some of the results of our testing:

Operating SystemBrowserKeyboard navigable?With stylesheets disabled
Windows®Internet Explorer®YesReadable
Windows®Firefox®YesReadable
Macintosh®Internet Explorer®Limited tabbing abilityReadable

How do I ensure my browser is up to date?

Download the latest versions of Microsoft Internet Explorer®, Mozilla Firefox or Google Chrome.

Has the Virgin Australia website been tested with screen reader software?

Yes. The Virgin Australia website has been tested successfully using some of the most popular screen reader software programs available.

We test our webpages in the browsers most commonly used by our users. The current release for the Web Content Accessibility Guidelines is version 2.0.

Explaining content and images

Our editors strive to attach descriptions to every image, to briefly describe the image should a screen reader need to be used, or if images have been turned off. When content is visually grouped together, or uses icons or other images, we try to insert additional text to explain the content or images to screen readers.

Listing headings and links

All of our online content is structured with meaningful headings and HTML code; and as a general rule, the most important content can be found at the beginning of the webpage. This allows screen readers to create lists of headings or links to skim the page, and also helps assistive devices to understand and process the content.

Can you give me a list of screen readers to download?

Yes. View Wikipedia’s list of popular screen readers.

Can I increase the font size?

You can enlarge and decrease the size of a page and its contents by using your keyboard. On a PC, press 'CTRL' and '+' together to zoom in, and 'CTRL' and '–' together to zoom out. On a Mac, press 'command' and '+' together to zoom in, and 'command' and '–' together to zoom out.

Can I use the Virgin Australia website with a keyboard only?

Yes. The Virgin Australia website is accessible using only the keys of a keyboard, without the assistance of a mouse. Some combinations of operating systems and browsers are more suitable for keyboard users than others.

Navigation tips for keyboard users

Once a Virgin Australia webpage has loaded, press the ‘Tab’ key to view ‘skip links’ to our main navigation and content area. Clickable elements are outlined upon pressing ‘Tab’.

We do not define access keys, as assistive devices already define many key combinations, and we do not wish to interfere with such key combinations.

  • Windows®/Internet Explorer®:

To select an option from the drop-down box on screen (i.e. such as feedback or information request forms) use the ‘Alt’ key in combination with the up or down arrow keys to highlight the desired option, and press the ‘Enter’ key to select the appropriate option.

  • All other browsers:

To navigate through screens containing radio buttons, use the ‘Tab’ key to jump from field to field, to input the appropriate information. Once the relevant fields are completed and/or radio buttons are selected, press the ‘Enter’ key to submit the information.

Can I use the Virgin Australia website if I have disabled JavaScript?

No. Like most websites, the Virgin Australia website takes advantage of JavaScript technology, to provide a more interactive and efficient experience, and in turn assist with validation and improve performance. Accordingly, it is necessary to configure your browser to be enabled for JavaScript.

View instructions explaining how to enable JavaScript for your browser.

Will I be able to access interactive components?

Some components of our webpages are interactive, for example tabs or content that changes dynamically. Where these elements appear, we attempt to provide a pause or stop control, so that you can view such content in your own time.

To view partly hidden interactive content, such as tabs or popup elements, disable interactivity – i.e. turn off Javascript.

What known barriers are there to using this website?

While we endeavour to implement outstanding standards across the Virgin Australia website, we are aware that our accessibility features on some webpages require improvement (I.e. Where video or audio content appears.) In these instances, we are actively seeking viable accessibility options or working with third parties to comply with WCAG.

Our policy requires all third party software developers (who assist to build and maintain our digital network) to comply with WCAG to at least conformance level A. Exceptions to this policy can only occur where compliance with this standard causes Virgin Australia or the developer unjustifiable hardship.

We are constantly working to review our digital network and, wherever practical, will continue to improve the accessibility of our online content.

Contact Us

If you are having trouble accessing a particular Virgin Australia webpage, or encounter inaccessible documents, please let us know using a method below so we can look to rectify the problem.  If you would like to lodge a complaint you may also contact us via a method listed below.

Please specify the nature of your complaint; including the location of the page you are having trouble accessing.

We take all feedback seriously, and promptly investigate and respond to all genuine complaints.

Mail:

Virgin Australia
Head of Customer Relations
PO Box1034, Spring Hill, QLD, 4004.

Email:

virginaustraliacustomercare@viginaustralia.com

Note: This policy is current as at December 2013.