IMPORTANT INFORMATION

Tropical Cyclone Debbie

Help Centre

Complaints and Compliments Form

Upcoming Flight

If you wish to submit an enquiry regarding an upcoming flight or make a change to your existing booking, please complete the Reservation/General Enquiries form, or call our Guest Contact Centre on 13 67 89.

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

Domestic Flights

Guests with only domestic travel in their itinerary can submit their claim by attaching the required documentation at the bottom of the feedback form.

International Flights

Guests with any or all international travel in their itinerary can send their completed claim forms to vabags@hallmark-aviation.com.


The form below can be used to send us feedback. Please assist us in processing your enquiry by selecting the most appropriate category from the drop-down box. Before lodging your feedback, please refer to our Customer Service Plan & Compensation and Assistance Policy

*Denotes required fields mandatory for processing

Step 1  : Contact Details






Velocity Member:
Additional Details:


Return Contact :
Step 2 : Feedback Details







(max 10000 characters)


(max 10000 characters)

Step 3 : Bank Details

If your journey was disrupted and you incurred additional expenses because of this, you may qualify to make a claim. To save time, please provide us with receipts for review (that can be uploaded at the bottom of this form) along with your bank account details.







**If you do not have an Australian bank account, please include your bank account details in the feedback section.



Virgin Australia Airlines Pty Ltd is collecting your personal information, including your bank details (if you supplied them to us), in order to respond to your complaint or compliment, and provide a refund to you (if applicable). If we cannot collect personal information from you, we may not be able to respond to you or provide you with a refund. Virgin Australia may disclose your personal information to and/or collect your personal information from its related companies including Velocity Frequent Flyer Pty Ltd and Velocity Rewards Pty Ltd and third parties who provide us with (or help us provide) products and services including Virgin Australia Holidays (our holiday program operated by Zuji Pty Ltd). Virgin Australia may disclose your personal information to persons or organisations located in Germany, India, Ireland, Israel, Malaysia, the Netherlands, New Zealand, Singapore, The Philippines, UK and USA. Virgin Australia’s privacy policy (available at www.virginaustralia.com) states how you can seek to access or correct your personal information and how to make a privacy complaint. You can contact our Privacy Officer at privacy@virginaustralia.com.