Submit feedback or a claim

Important information

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

You can also use this form to submit a claim under the Guest Compensation Policy. Please attach any applicable receipts or tax invoices to support your claim.

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

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) 1833 301 7565
All other Countries (International Tolls apply)
 +61 7 3295 2257