FAQs

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and you cancel your flight, the baggage fee will be placed in a credit shell for use within 12 months from the date you originally made your booking.

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.

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.

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
 

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.

How do I change or cancel my Blue Holidays booking?

Answer

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

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.

How can I understand the transactions on my credit card statement?

Answer

You can understand the transactions on your credit card statement by matching them to your electronic ticket receipt/s. Your credit statement will list the Total Fare*and Other Charges**. If you calculate the listed items on your credit card statement, they will total the Total Fare* and Other Charges** amount on your electronic ticket receipt/s. If you have booked flights for multiple guests, you will see individual credit card entries for all guests.

E-Ticket, Itinerary, Receipts and Tax Invoice (electronic ticket receipt)

* Total Fare is the total for the base fare, taxes and imposed charges (excluding ancillaries such as baggage, extra leg room etc.)
**Other charges are any additional ancillary charges – e.g. baggage, extra leg room, carbon offset, booking and service fees etc. Each ancillary will display separately on the credit card statement.

Why are there multiple charges on my credit card 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 credit card statement will change. Details relating to each ticket purchased will be displayed individually on your credit card statement. Splitting out the components of the fare allows us to provide better visibility to our customers, and as required by law, we can demonstrate the total cost of the fare including any fees and taxes.

For example if you purchased a single flight and extra baggage, you will see individual credit card entries on your statement. These will be the flight amount, the extra baggage amount and surcharges (where applicable).

If you have booked flights for multiple guests, you will see individual credit card entries for all guests.

An easy way to check this is to match the transactions shown on your credit card statement to your electronic ticket receipt/s. You will see a direct correlation between your electronic ticket receipt/s and the transactions on your credit card statement.

If you have any questions regarding multiple charges on your credit card, please email creditcardstatementqueries@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, 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

At present, 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, Travel Bank or POLi to pay for bookings made via the Virgin Australia website. We have recently moved to a new booking and check-in system and we expect PayPal will be available as a payment option in 2013.

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 still use my gift voucher on the website?

Answer

We have transitioned to a new booking and check-in system across our domestic and international network. If you would like to pay for a flight with a gift voucher, please call our Guest Contact Centre.