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


Virgin Australia Airlines Pty Ltd is collecting your personal information to process and respond to your request. We may share your information with other companies in the Virgin Australia Group, such as Velocity Frequent Flyer Pty Ltd. We ask that you only  share sensitive information with us, such as health information, where it is necessary for your request. If you do, you consent to us collecting and using that sensitive information to respond to your request. If you’re including personal information about anyone else, please make sure you have their permission. We’ll handle personal information in accordance with our Privacy Policy. It includes details about making a privacy complaint or an access or correction request, and when we may share personal information with third parties (including those located overseas).

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.

Itinerary or tax invoice

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

Claim travel insurance

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

Submit feedback

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

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 allowance

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

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

Please download, print and complete this baggage claim form and send to

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.