Important Information

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Help centre

Contact us

Virgin Australia has a number of teams who handle specific areas of service. To ensure that your query is processed in a quick and efficient manner, please select the correct Virgin Australia contact from the drop down menu below.

Information for guests: You can check your flight status on-line. 

Guest Contact Centre - Reservations and General Enquiries

For any reservation enquiries, please use our Reservation/General Enquiries Form.

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As a result of COVID-19, our Guest Contact Centre is operating reduced hours and our Reservations Inbox is experiencing high levels of enquiries. We thank you for your patience as we work through the unprecedented backlog of enquiries.
To speak with a Guest Centre Agent, the operating hours are as follows:
Monday - Friday: 6am - 7pm AEST
Saturday, Sunday: 7am - 6pm AEST

 

Reservation Contact Numbers

Reservation Contact Numbers
If calling from Contact number
Australia 13 67 89
New Zealand 0800 67 0000
United States of America 1855 253 8021
Japan 050 6864 8006 (toll free)
China +61 7 3119 7048
Hong Kong +61 7 3119 7078
United Arab Emirates 8000 612 002
United Kingdom 0800 051 1281
Anywhere else in the world +61 7 3295 2296

We welcome all guests, including unaccompanied minors, the elderly and those with disabilities and is committed to being your airline of choice. Please contact us if you require specific needs and assistance. View Specific Needs and Assistance for more information.

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.
 

Virgin Australia Address

56 Edmondstone Road
Bowen Hills Qld 4006
Australia

Mailing Address:
P O Box 1034
Spring Hill Qld 4004
Australia

Virgin Australia Head Office

Our head office is located at:
 
Level 11, 275 Grey Street
South Brisbane QLD 4101

Mailing address:
P O Box 1034
Spring Hill  Qld  4004

Velocity Frequent Flyer

The Velocity Contact Centre is available 9.00am–6.00pm AEDT, Monday to Friday.

Velocity Frequent Flyer Contact Centre Numbers
Calling from:Contact Number 
Australia 13 18 75 
New Zealand0800 230 875
Other International+61 2 8667 5924

Adding Additional Baggage to Existing Booking

To add baggage to an existing baggage, please contact the Guest Contact Centre or manage your booking online as Baggage Services can only assist with lost or damaged baggage. 

Baggage Contact Centre

Our Virgin Australia Baggage Contact Centre can assist with all enquiries relating to delayed or missing checked baggage, or mishandled baggage claims.

Our Virgin Australia Baggage Contact Centre can be contacted on:

Calling from Phone Number 
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

 

Submitting a Mishandled Baggage Claim

Please note Baggage Services are unable to handle mishandled baggage claims.  Completed claim forms, proof of purchase receipts and other required documentation can be sent to:

Email Post
baggage.claims@virginaustralia.com Non-U.S Residents U.S. Residents
Virgin Australia Baggage Claims
P.O. Box 1034
Spring Hill Qld Australia 4004
Fax: +61 7 3295 5642		 Virgin Australia Baggage Claims
5757 W Century Blvd Ste 865
Los Angeles, CA 90045 USA
 


Baggage Services 

Virgin Australia Baggage Services offices should only be contacted per the below contact details for enquiries relating to personal items left on board the aircraft or at the boarding gate.

Airport: Calling from: Contact Number: Contact Hours:
Adelaide Australia 08 8238 7514 0715 - 2200
Overseas 61 8 8238 7514
Albury Australia 02 6023 3754 1.5 hrs before & 30 min after flight departure
Overseas 61 2 6023 3754
Alice Springs Australia 08 8953 5600 1.5 hrs before & 30 min after flight departure
Overseas 61 8 8953 5600
Apia Samoa 44003 or 44004 3 hours prior to and 1 hour after departure
Overseas 685 44003 or 685 44004
Auckland - International New Zealand 021 624 570 0400 - 0700
0900 - 0100
Overseas 64 21 624 570
Ayers Rock Australia 08 8956 3419 1.5 hrs before & 30 min after flight departure
Overseas 61 8 8956 3419
Ballina-Byron Bay Australia 02 6686 7664 / 02 6686 8572 1.5 hrs before & 30 min after flight departure
Overseas 61 2 6686 7664 / 61 2 6686 8572
Brisbane - Domestic Australia 61 7 3114 8150 0530 - 2200
Overseas 07 3114 8151
Brisbane - International Australia 0481 011 572 0700 - 1330
1630 - 2000
Overseas 61 481011572
Email bs.bneintmb@virginaustralia.com
Broome Australia 08 9193 7750 1.5 hrs before & 30 min after flight departure
Overseas 61 8 9193 7750
Bundaberg Australia 07 3117 0434 1230 - 1530
Overseas 61 7 3117 0434
Cairns Australia 07 4034 9321 1100 - 1700
Overseas 617 4034 9321
Canberra Australia 02 6212 6923  0800 until last flight of day
0466 364 048 
Overseas 61 466 364 048
Christchurch New Zealand 021 253 8074 3 hours prior to and 1 hour after departure
Overseas 64 21253 8074
Christmas Island Australia 08 9164 7777 1.5 hrs before & 30 min after flight departure
Overseas 61 8 9164 7777
Cloncurry Australia 0428 421 573 / 0429 651 149 1.5 hrs before & 30 min after flight departure
Overseas 61 428 421 573 / 61 429 651 149
Cocos Island Australia 08 9162 6569 1.5 hrs before & 30 min after flight departure
Overseas 61 8 9162 6569
Coffs Harbour Australia 02 6658 0696 1.5 hrs before & 30 min after flight departure
Overseas 61 2 6658 0696
Darwin Australia 08 8945 3176 1.5 hrs before & 30 min after flight departure
Overseas 61 8 8945 3176
Denpasar Indonesia 361 9366 964 0800 - 2300
Oversea 62 361 9366964
Dunedin New Zealand 21441750 Mon, Wed, Sat, Sun
Midnight - 0900
Overseas 64 21441750
Emerald Australia 07 4987 7317 Mon - Fri
0630 - 0900
1045 - 1545
1700 - 1900
Sat
0945 - 1215
Sun
1045 - 1545
1700 - 1900
Overseas 61 7 4987 7317
Geraldton Australia 08 9923 3626 1.5 hrs before & 30 min after flight departure
Overseas 61 8 9923 3626
Gladstone Australia 07 4978 7965 0600 - 0900
1530 - 1830
Overseas 61 7 4978 7965
Gold Coast Australia 07 5599 4047 0730 - 2030
Overseas 61 7 5599 4047
Hamilton New Zealand 07 843 0512 1.5 hrs before & 30 min after flight departure
Overseas 64 7843 0512
Hamilton Island Australia 07 4946 9631 1000 - 1500
Overseas 61 4946 9631
Hervey Bay (Fraser Coast) Australia 07 4125 5289 / 07 4125 4719 1020 - 1320
Overseas 61 7 4125 5289 / 61 7 4125 4719
Hobart Australia 03 6248 4443 / 03 6248 4442 1.5 hrs before & 30 min after flight departure
Overseas 61 3 6248 4443 / 61 3 6248 4442
Hong Kong Hong Kong 3713 1300 0900 - 1900
Overseas +852 3713 1300
Honiara Solomon Islands 36077 3 hours prior to and 1 hour after departure
Overseas 677 36077
Kalgoorlie Australia 08 9093 2330 1.5 hrs before & 30 min after flight departure
Overseas 61 8 9093 2330
Karratha Australia 08 9183 8263 1.5 hrs before & 30 min after flight departure
Overseas 61 8 9183 8263
Kununurra Australia 08 9169 3815 1.5 hrs before & 30 min after flight departure
Overseas 61 8 9169 3815
Launceston Australia 03 6391 8782 1.5 hrs before & 30 min after flight departure
Overseas 61 3 6391 8782
Los Angeles USA 866 810 7162 0700 - 2300
Overseas 1 866 810 7162
Mackay Australia 07 4952 3355 1.5 hrs before & 30 min after flight departure
Overseas 61 7 4952 3355
Melbourne - Domestic Australia 03 8306 6540 0500 - 2359
Overseas 61 3 8306 6540
Melbourne - International Australia 0448 489 736 0500 - 1200
1700 - 2200
Overseas 61 448 489 736
Email melint.baggage@aerocare.com.au
Mildura Australia 03 5023 4690 1.5 hrs before & 30 min after flight departure
Overseas 61 3 5023 4690
Mount Isa Australia 07 4743 5910 Mon - Wed 0715 - 1015
Thurs 1000 - 1300
Fri 1145 - 1445
Overseas 61 7 4743 5910
Nadi Fiji 679 6722 777 0800 - 1700
Overseas 679 8939 881
Email aobaggage@ats.com.fj
Newcastle Australia 02 4965 0516 1.5 hrs before & 30 min after flight departure
Overseas 61 2 4965 0516
Newman Australia 08 9175 0047 1.5 hrs before & 30 min after flight departure
Overseas 61 8 9175 0047
Nuku'alofa Tonga 35449 3 hours prior to and 1 hour after departure
Overseas 676 35449
Perth Australia 08 6168 6635
08 6168 6636		 0830-2359
Overseas
61 8 6168 6635
61 8 6168 6636
Port Hedland Australia 08 8 9140 1028 1.5 hrs before & 30 min after flight departure
Overseas 61 8 9140 1028
Port Macquarie Australia 02 6583 1542 1.5 hrs before & 30 min after flight departure
Overseas 61 2 6583 1542
Port Moresby PNG 302 3106 / 325 1949 3 hours prior to and 1 hour after departure
Overseas 675 302 3106 / 675 325 1949
Port Vila Vanuatu 25980 / 7798376 3 hours prior to and 1 hour after departure
Overseas 678 25980 / 678 7798376
Proserpine (Whitsunday Coast) Australia 07 4945 5769 1.5 hrs before & 30 min after flight departure
Overseas 61 7 4945 5769
Queenstown New Zealand 021 085 38036 1300 - 1700
Overseas 64 21 085 38036
Rarotonga Cook Islands 20845 ext 820 3 hrs before & 30 minutes after flight departure
Overseas 682 20845 ext 820
Rockhampton Australia 07 4922 1085 1.5 hrs before & 30 min after flight departure
Overseas 61 7 4922 1085
Sunshine Coast Australia 07 5450 7485 1.5 hrs before & 30 min after flight departure
Overseas 617 5450 7485
Sydney - Domestic Australia 02 9352 7650 / 02 9352 7651 0530 - 2300
Overseas 61 2 9352 7650 / 61 2 9352 7651
Sydney - International Australia 02 9700 9893 0700 - 1800
Overseas 61 2 9700 9893
Email sydint.baggage@aerocare.com.au
Tamworth Australia 02 6761 5201 1.5 hrs before & 30 min after flight departure
Overseas 61 2 6761 5201
Townsville Australia 07 4775 7319 0430 - 1700 (Mon-Fri)
0530 - 0830 (Sat)
1200 - 1500 (Sat)
0730 - 1330 (Sun)
1530 - 2000 (Sun)
Overseas 61 7 4775 7319
Wellington New Zealand 021 447903 0415 - 0700
1330 - 1630
Overseas 64 21447903

 

For enquiries about Economy X, or to request a refund due to reasons such as disrupt or a seat change by Virgin Australia, please submit an enquiry via the Economy X form. 

For all other general reservation enquiries, please use our general enquiries form.

Freight Enquiries

For information on Freight services, including contact details of all cargo ports, see Virgin Australia Cargo Services.

For information about flying with pets on Virgin Australia services, see Travelling with Pets.

Government Enquiries

If you would like to contact a member of the Government Sales team please email your enquiry to:

fedgov@virginaustralia.com or act.sales@virginaustralia.com

Group Bookings

If you are booking for a group of ten or more people to travel, you can contact our Groups Department to make your booking simply by phoning the relevant number listed below.

To request a quote, please complete the Quote Request Form. For further information on Group Travel you can call one of our friendly Sales Team on the number listed below:

Contact Numbers - Group Bookings
Calling from: Contact Number:
Australia  13 67 00 
Hong Kong 852 5808 0288 (local charges apply)
Other International Locations  +61 7 3295 2299 


Alternatively please feel free to contact us online at groupsales@virginaustralia.com or groupbookingsHKG@virginaustralia.com if related to a Hong Kong Group booking.

For further information, please contact the Accelerate team on 1300 246 498.

  • Press option 1 for Accounts
  • Press option 2 for 24hr Reservations Line


Alternatively, please send an email to: accelerate@virginaustralia.com

Virgin Australia Sponsorship Enquiries

Sponsorship plays a valuable role in the promotion of the Virgin Australia group of airlines and support for the communities in which our airlines operate.

Each year the Virgin Australia group of airlines receives many requests for assistance. As we only have limited resources available, it is unfortunate that we cannot support all applications. Only proposals that deliver commercial or community benefits that align with the direction of our airline progress to evaluation.

For more information on becoming a Virgin Australia sponsored partner, please refer to our sponsorship guidelines.

Suppliers

We are always on the look out for new, innovative ideas. We like to work with people and organisations that are proactive and dynamic. People who do away with convention and develop different solutions to everyday challenges. We are interested in hearing your thoughts. If you have an idea or concept that you would like to present to us, we would love to hear from you.

Please contact us at the following address:

Business Proposals
c/- VIRGIN AUSTRALIA

PO Box 1034
Spring Hill QLD 4004
Australia

Be sure to leave us your contact details and a brief outline of your proposal. We look forward to being inspired by you.

Virgin Australia lounge 

Phone: 1300 287 202 (or +61 7 3333 6688 if calling from New Zealand) during business hours Monday to Friday.

Email: the.lounge.guest.enquiry@virginaustralia.com

 

Travel Agent Enquiries

We are available to assist Travel Agents by phone. To speak with a Virgin Australia Industry Support team member please refer to the table below. 

Contact numbers for Travel Agent enquiries
Calling from: Toll free contact number:
Australia 13 67 37
Belgium 0800 72 347
China +61 7 3119 7048
Denmark 80253232
Fiji 008002573
France 00-8009 008 0011
Germany 00-8009 008 0011
Greece 8006114009
Hong Kong +61 7 3119 7078
Indonesia 0018 0306 12040 (local mobile phone access only)
Ireland 00-8009 008 0011
Italy 800784496
Netherlands 00-8009 008 0011
New Zealand 0800 77 7737
Norway 00-8009 008 0011
Papua New Guinea 000861197
Singapore 8006 16 2341
Sweden 020792660
Switzerland 00-8009 008 0011
United Arab Emirates 8000 612 003
United Kingdom 00-8009 008 0011
United States 1-855 226-5060
From all other countries: +61 7 3295 2297

 

Media Enquires

If you are a media representative, who is looking to make an enquiry, find information about Virgin Australia, or source images, we would like to hear from you. 

If you would like to make an online enquiry, please email our Public Affairs Team.

To contact our industry specialist Mining and Resources Sales team for a tailored solution to get your staff to site, please email us at:

miningresources@virginaustralia.com

 

We pride ourselves on our customer service, and place great importance on the way our team interacts with our guests – to make sure that flying with Virgin Australia is an enjoyable experience.

We welcome and encourage your views, and appreciate your feedback so that we can develop areas of concern and reinforce our strengths.

If you have a complaint you can contact Virgin Australia by:

  • Sending us mail to:
    Virgin Australia Guest Relations - Complaints
    PO Box 1034
    Spring Hill Qld 4004
  • Call our Guest Contact Centre on 13 67 89, or
  • Complete and submit our Complaint and Compliment Form.

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