Contact us

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:     5am – 8pm Saturday, Sunday:   6am – 7pm

If you are calling from the United States and wish to use FedRelay services, please call one of the following then ask to be connected to Virgin Australia on +61 7 3295 3941:

• (800) 877-8339 TTY(Text Telephone) / ASCII (American Standard Code For Information Interchange)
• (877) 877-6280 VCO (Voice Carry Over)
• (877) 877-8982 Speech-to-Speech
• (800) 845-6136 Spanish
• (800) 877-0996 Customer Service (Voice/TTY, ASCII and Spanish)
• (866) 377-8642 Voice
• (866) 893-8340 TeleBraille

Virgin Australia address 

Level 11, 275 Grey Street
South Brisbane QLD 4101

Mailing address

PO Box 1034
Spring Hill Qld 4004

Virgin Australia Head Office

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

Mailing address:
PO Box 1034
Spring Hill  Qld  4004

Velocity Frequent Flyer

The Velocity Contact Centre is available for:

Membership Enquiries:

0800-2000 AEDT Monday to Friday

Flight Redemptions:

0800-2000 AEDT Monday to Friday

0900-1800 AEDT Saturday

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:

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:

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.

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:

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. 

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.