Complaints and compliments form

Submit feedback relating to a flown Virgin Australia flight

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

Upcoming Velocity Points & Pay or Any Seat bookings

Before submitting your query, please review the Velocity Member support information, which may assist you.

Velocity Member support

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.

Related information

For enquiries relating to an upcoming flight

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

Velocity Frequent Flyer feedback

Submit an enquiry, give feedback about your Velocity Membership (missing points/status credit) or existing Redemption booking. Visit the Velocity Frequent Flyer contact form or call our Membership Contact Centre on 13 18 75.

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

For all other options, please review your contact options below.

Make a new booking

To make a new booking, please search for flights or call our Guest Contact Centre on 13 67 89.

Change an existing booking

To make changes to an existing booking, add baggage, select a seat or order a special meal, please go to Manage Your Booking or call our Guest Contact Centre on 13 67 89.

Baggage claims

Download, print and complete this baggage claim form and send to Baggage.Claims@virginaustralia.com.

Tax invoice or itinerary

Fill out our form to have your itinerary or tax invoice re-sent.

Baggage allowance

See information on baggage allowance, excess baggage fees or our airline partners baggage rules.

Velocity Frequent Flyer

Submit an enquiry, give feedback about your Velocity membership (missing points/status credit) or existing redemption booking, or call our membership Contact Centre on 13 18 75.

Claim travel insurance

To request a travel insurance letter, please complete the travel insurance request form.

Lost property

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

Submit feedback

Use our feedback form to provide compliments or complaints about your Virgin Australia experience.