Important Information

Border restrictions are changing and we are receiving higher than normal call volumes. Ensure you check the latest Government advice before you travel.



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Help centre

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. 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 1318 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. 

Domestic Flights

Guests with only domestic travel in their itinerary can submit their claim by attaching the required documentation at the bottom of the feedback form. International Flights Guests with any or all international travel in their itinerary can send their completed claim forms to The form below can be used to send us feedback. Please assist us in processing your enquiry by selecting the most appropriate category from the drop-down box.

Before lodging your feedback, please refer to our Customer Service Plan Compensation and Assistance

Policy. *Denotes required fields mandatory for processing.

Step 1 : Contact Details

Additional Details:

Velocity Member:
Return Contact :

Step 2 : Feedback Details

(max 10000 characters)

(max 10000 characters)

Bank Details

If your journey was disrupted and you incurred additional expenses because of this, you may qualify to make a claim. To save time, please provide us with receipts for review (that can be uploaded at the bottom of this form) along with your bank account details.

Upload Supporting Documentation:

Virgin Australia Airlines Pty Ltd is collecting your personal information, including your bank details (if you supplied them to us), in order to respond to your complaint or compliment, and provide a refund to you (if applicable). If we cannot collect personal information from you, we may not be able to respond to you or provide you with a refund. Please read our Privacy Policy (available at for information about how we will handle your personal information, our likely overseas disclosures and how you can access or correct your personal information or make a privacy complaint. You can contact our Privacy Officer at