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Help centre

Complaints and compliments form

If your complaint or compliment relates to a flown Virgin Australia flight, please use our feedback form.

If your enquiry relates to one of the areas below, please follow the appropriate instructions so that we can best assist you.

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

Please send your completed claim to 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) 866 810 7162
All other Countries (International Tolls apply) +61 7 3295 2257