Travelling as a Vision or Hearing Impaired Guest

It is of utmost importance to us that all of our guests have a safe and enjoyable journey. If you require specific, ‘individual’ assistance, at the airport or during flight, we ask that you tell us about it in advance. That way, we can plan for your arrival and ensure that your travel is hassle free.

How to Book

Bookings for vision and/or hearing impaired guests who require specific assistance when travelling alone or with a Service Dog, may be made through our website, or by contacting our Guest Contact Centre (Internet discount fare will be honoured). See more information on travelling with a service dog.

Vision and/or hearing impaired guests who are not travelling with a Service Dog and do not require any specific assistance at the airport or during the flight, can make bookings online.
If you wish to use the National Relay Service please call one of the below numbers, 24 hours a day, 7 days a week.

We will ensure your information is included in your booking, for our team members at the airport and onboard to be made aware of any assistance you may require.

If calling within Australia:

If calling from outside Australia:

If calling from outside Australia, use may also try your country TRS or TTY service number and request the operator to be connected to Virgin Australia on +61 7 3295 3941.


Please also check our Travelling with a Service Dog information page.


We provide a broad range of services to assist you within the airport and during your flight. Please discuss your requirements with our Guest Contact Centre at the time of booking. As a guide, the services we can provide include:

At the Airport

During Your Flight

On Arrival