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Information for guests during this time

COVID-19 is causing unprecedented change in our world. During this challenging time, we want you to know that our customers are always our first priority.

 

So that we can assist you in the soonest matter, we ask that you first refer to the information below to assist you with your query. 

 

We are currently experiencing high volumes. If you have already received a case reference number, please do not lodge another form.

Please use this form to submit general feedback, compliments or complaints which relates to a flown Virgin Australia flight.

You can read about how we’ll handle your personal information below.

 

Virgin Australia Airlines Pty Ltd is collecting your personal information to process and respond to your request. We may share your information with other companies in the Virgin Australia Group, such as Velocity Frequent Flyer Pty Ltd. We ask that you only  share sensitive information with us, such as health information, where it is necessary for your request. If you do, you consent to us collecting and using that sensitive information to respond to your request. If you’re including personal information about anyone else, please make sure you have their permission. We’ll handle personal information in accordance with our Privacy Policy. It includes details about making a privacy complaint or an access or correction request, and when we may share personal information with third parties (including those located overseas).

For enquiries related to an upcoming flight

Please contact our Guest Contact Centre on 13 67 89 or by using our general enquiries form.

Velocity Frequent Flyer

If you wish to submit an enquiry, give feedback about your Velocity Membership (missing points/status credit) or existing Redemption booking, please visit the Velocity Frequent Flyer contact form or call our Membership Contact Centre on 13 18 75.

Lost property

For items left on board the aircraft or at the boarding gate, please contact your nearest Virgin Australia Baggage Services office.

Baggage claims

If your feedback is related to a baggage claim, please download, print and complete the mishandled and/or damaged baggage claim form

Please send your completed claim to baggage.claims@virginaustralia.com. Our Virgin Australia Baggage Tracing and Claims Centre can also be contacted on:

 

Calling from  
Australia (Toll Free) 1300 170 911
New Zealand (Toll Free)
0800 443 744
USA (Toll Free)
866 810 7162
All other Countries (International Tolls apply)
+61 7 3295 2257