Contact us

Lost checked baggage

Delayed, damaged or lost baggage should be reported to Virgin Australia within the baggage reclaim area at the airport.

• Guests who are unable to report loss or damage at the airport should make a report in writing that includes a completed baggage claim form.
• The form must be printed, completed in full and returned to the applicable address indicated in Section 9 of the form, within the required time limits.

For more information on submitting a mishandled baggage claim, see delayed, damaged and lost baggage.

Lost property

Guests who believe that they have left an item on board the aircraft, at the boarding gate or in a Virgin Australia Lounge should report the lost item as soon as possible through our Baggage Contact Centre.

Please include:

• A detailed description of the item
• flight number
• seat number
• and any other relevant information.

Items left behind in other areas of the airport not operated by us (e.g. security checkpoints, food, and beverage courts) you will need to contact the relevant airport authority or business for assistance in those areas.

Our Virgin Australia Baggage Contact Centre can be contacted on:

Help and Support Centre

For assistance with Velocity Frequent Flyer enquires - including membership, account maintenance, bookings, upgrades and more - please visit the Velocity Help and Support Centre. 

Getting in contact

Velocity Membership Contact Centre operating hours:

The Velocity Frequent Flyer Membership Contact Centre can be contacted on:

For further information, please contact the Virgin Australia Business Flyer team on 1300 246 498.

Alternatively, please send an email to: businessflyer@virginaustralia.com

Our Virgin Australia Business Flyer team can be contacted on:

Contra, Ticket Fund and Sponsorship - business account support

If you have a Contra/Ticket Fund/Sponsorship account and require assistance with booking enquiries please call (07) 3333 6616.

Contra, Ticket Fund and Sponsorship – login support

If you have a Contra/Ticket Fund/Sponsorship account and require assistance with login details please email businessflyer@virginaustralia.com.

We are available to assist Travel Agents by phone. To speak with a Virgin Australia Industry Support team member please refer to the table below.

Toll free contact numbers for Travel Agent enquiries

If you have misplaced your Virgin Australia flight itinerary and you’ve completed your journey within the last 30 days, we can retrieve your Tax Invoice by filling in the form below.

If your journey was completed more than 30 days ago, you will need to contact our Guest Contact Centre to retreive your Tax Invoice.

Need a digital receipt for your onboard menu purchases? Retrieve a copy of your receipt here.

Receipts for High-Speed Wi-Fi pass purchases will be emailed to you, and copies can be obtained by contacting support@wifionboard.com.

If you are making a reimbursement claim related to a flight disruption, please submit your claim on our feedback form.

Media

If you are a media representative, who is looking to make an enquiry, find information about Virgin Australia, or source images, please email our Public Affairs team at corporateaffairs@virginaustralia.com.

Sponsorship

Sponsorship plays a valuable role in the promotion of the Virgin Australia group of airlines and support for the communities in which our airlines operate.

Each year the Virgin Australia group of airlines receives many requests for assistance. As we only have limited resources available, it is unfortunate that we cannot support all applications. Only proposals that deliver commercial or community benefits that align with the direction of our airline progress to evaluation.

For more information on becoming a Virgin Australia sponsored partner, please refer to our sponsorship guidelines.

Freight and Cargo

For information on Freight services, including contact details of all cargo ports, see our Cargo services.

For information about flying with pets on Virgin Australia services, see travelling with pets.

Government

If you would like to contact a member of the Government Sales team please email your enquiry to: federal.government@virginaustralia.com

Mining and Resources

To contact our industry specialist Mining and Resources Sales team for a tailored solution to get your staff to site, please email us at: miningresources@virginaustralia.com

Suppliers

We are always on the look out for new, innovative ideas. We like to work with people and organisations that are proactive and dynamic. People who do away with convention and develop different solutions to everyday challenges. We are interested in hearing your thoughts. If you have an idea or concept that you would like to present to us, we would love to hear from you.

Please contact us at the following address:

Business Proposals
c/- VIRGIN AUSTRALIA

PO Box 1034
Spring Hill QLD 4004
Australia

Be sure to leave us your contact details and a brief outline of your proposal. We look forward to being inspired by you.

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