Service Experience

Guest Charter (Customer Service Plan)

It’s crucial to us that you get to your destination safely and on time, having experienced the best service possible. Our Guest Charter describes our service commitment to you when you fly on Virgin Australia operated flights.

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Service Promise

We are proud of our service, and the Service Promise we have in place to ensure that it always exceeds standards and expectations. Our Service Promise program and our Service Development team constantly review the service we provide.

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We understand that how we interact with our guests is a key factor in facilitating and maintaining good and lasting relationships. Your feedback is important to us, to drive the design, delivery, measurement and improvement of our service.

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Flying With Us

We operate over 3000 flights per week, to more than 65 destinations world-wide. Our services include a of number facilities and extras – such as lounge access, Business Class and Velocity Frequent Flyer rewards – to ensure that flying with us is enjoyable and beneficial.

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