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 | ||
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 9382 | 1100 - 1700 |
Overseas | 61 7 4034 9382 | ||
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 | ||
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 | ||
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 9352 7650 / 02 9352 7651 | 0700 - 1800 |
Overseas | 61 2 9352 7650 / 61 2 9352 7651 | ||
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 |
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 options below.
For information on flight arrivals and departures, check flight status.
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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 to Sunday : 5am - 11pm AEST
For any reservation enquiries, please use our reservation and general enquiries form.
If calling from Contact number Australia 13 67 89 New Zealand 0800 670 000 United States of America 1855 253 8021 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 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
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Address:
Level 11, 275 Grey Street
South Brisbane QLD 4101
Mailing address:
PO Box 1034
Spring Hill Qld 4004
Reception Phone Line:
+61 7 3295 3000
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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 & Sunday
Velocity Frequent Flyer Contact Centre Numbers
Calling from Contact number Australia 13 18 75 New Zealand 0800 230 875 Other International +61 2 8667 5924 -
Adding additional baggage to an existing booking
To add baggage to an existing booking, 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: baggage.claims@virginaustralia.com
Postal address for non-U.S residents:
Virgin Australia Baggage Claims
P.O. Box 1034
Spring Hill Qld Australia 4004
Fax: +61 7 3295 5642Postal address for U.S. residents:
Virgin Australia Baggage Claims
5757 W Century Blvd Ste 865
Los Angeles, CA 90045 USABaggage 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.
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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 a general enquiry form.
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For information on Freight services, including contact details of all cargo ports, see our Cargo services.
For information about flying with pets on Virgin Australia services, see travelling with pets.
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If you would like to contact a member of the Government Sales team please email your enquiry to: federal.government@virginaustralia.com
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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.If you are calling from Australia: 13 67 00
If you are calling from Hong Kong: 852 5808 0288 (local charges apply)
If you are calling from 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.
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For further information, please contact the Virgin Australia Business Flyer team on 1300 246 498.
Alternatively, please send an email to: businessflyer@virginaustralia.com
Calling from: Contact Number: Australia 1300 246 498 New Zealand 0800 446 857 International +61 7 3295 2298 Contra, Ticket Fund and Sponsorship - business account support
If you have a Contra/Ticket Fund/Sponsorship account and require assistance with booking enquiries please call (07) 3333 6616.
Contra, Ticket Fund and Sponsorship – login support
If you have a Contra/Ticket Fund/Sponsorship account and require assistance with login details please email accounts@virginaustralia.com
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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.
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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 AUSTRALIAPO Box 1034
Spring Hill QLD 4004
AustraliaBe sure to leave us your contact details and a brief outline of your proposal. We look forward to being inspired by you.
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Phone: 1300 287 202 (or +61 7 3333 6688 if calling from New Zealand) during business hours Monday to Friday.
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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.
Toll free contact numbers for Travel Agent enquiries
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
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If you are a media representative, who is looking to make an enquiry, find information about Virgin Australia, or source images, please email our Public Affairs team at publicaffairs@virginaustralia.com.
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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
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Please use this form if you need to request an Insurance Letter from Virgin Australia to support a claim through your insurance provider.
You only need to complete one form per booking. If there are mutliple guests and flights impacted, then please provide these details in the 'How were you affected' field.
We have been inundated with requests for letters due to COVID-19. We are unable to guarantee a response time however we will get back to everyone and appreciate your patience.
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If you have misplaced your Virgin Australia flight itinerary and you’ve completed your journey within the last 30 days, we can retrieve your Tax Invoice by submitting our form.
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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 - Complete and submit our Complaint and Compliment Form.
- Sending us mail to: