IMPORTANT INFORMATION

Update on Port Vila (Vanuatu) flights

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. 

There are also some helpful FAQs regarding our new booking and check-in system.

Important information regarding automated scam calls: Have you received a phone call claiming to be from Virgin Australia? Find out more information about automated scam calls.

Guest Contact Centre – Reservations and General Enquiries

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

Our Reservations Inbox is manned during standard business hours. We endeavour to reply to all enquires within five working days. If you have an urgent enquiry, please contact our Guest Contact Centre.

Our Guest Contact Centre is available to assist you 24 hours a day, seven days a week. To speak with a Guest Contact Centre consultant please refer to the table below:

Reservation Contact Numbers
If calling from Contact number
Australia 13 67 89
New Zealand 0800 67 0000
United States of America 1855 253 8021
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

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:
 
56 Edmondstone Road
Bowen Hills  Qld  4006

Mailing Address:
P O Box 1034
Spring Hill  Qld  4004

Phone Number:
(07) 3295 3000

Velocity Frequent Flyer

The Velocity Contact Centre is available 8am–8pm AEST, 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

Baggage Services

If you have lost or have identified damaged baggage, please contact our Baggage Services department. Please phone Baggage Services at the arriving port.

Domestic and International Airport Baggage Services Contact Numbers
Airport: Calling from: Contact Number: Contact Hours:
Abu Dhabi UAE

UAE

Overseas

2 599 8486

+971 2 599 8486

Open 24 hrs
Adelaide

Australia

Overseas

(08) 8238 7514

+61 8 8238 7514

0500 to 2100
Albury

Australia

Overseas

(02)6023 3754

+61 2 6023 3754

1.5 hrs before & 30 min after flight departure
Alice Springs

Australia

Overseas

(08) 8953 5600

+61 8 8953 5600

90 minutes prior to and 30 minutes after departure
Apia

Samoa

Overseas

44003

+685 44003

3 hours prior to and 1 hour after departure.
Ayers Rock

Australia

Overseas

(08) 8956 3419

+61 8 8956 3419

3 hrs before & 1 hr after flight departure
Auckland - International

New Zealand Freephone

Overseas

(09) 256 3929
0800 224 872

+64 9 256 3929

0700 to 1900
Ballina-Byron Bay

Australia

Overseas

(02) 6686 7664
(02) 6686 8572

+61 2 6686 7664
+61 2 6686 8572

1.5 hours before&30 mins afterflight departure
Brisbane - Domestic

Australia

Overseas

(07) 3114 8150

+61 7 3114 8150

0700 to 2300
Brisbane - International

Australia

Overseas

Email

0481 011 572

+61 481 011 572

bs.bneintmb@virginaustralia.com

0600 to 2300
Broome

Australia

Overseas

(08) 9193 7750

+61 8 9193 7750

2200 Saturday to 0200 Sunday weekly
Bundaberg

Australia

Overseas

(07) 3117 0433
(07) 3117 0434

+61 7 3117 0433
+61 7 3117 0434

1215 to 1515
Cairns

Australia

Overseas

(07) 4034 9382

+61 7 4034 9382

1.5 hrsbefore and 30 minutes after flight departure
Canberra

Australia

Overseas

(02) 6212 6900

+61 2 6212 6900

0800 to 1300 & 1400 to 1730
Christchurch - International

New Zealand

Overseas

(03) 374 7104

+64 3 374 7104

0600 to 2130
Coffs Harbour

Australia

Overseas

(02) 6658 0993

+61 2 6658 0696

90 minutes prior to and 15 minutes after departure.
Darwin

Australia

Overseas

(08) 8945 3176

+61 8 8945 3176

1.5 hrs before & 30 min after flight departure
Denpasar

Indonesia

Overseas

878 609 07886

+62 361 9351 011

3 hours prior to and 1 hour after departure.
Dunedin - International

New Zealand

Overseas

(03) 488 5821
(03) 486 2707

+64 3 488 5821
+64 3 486 2707

0700 to 1900
Emerald Airport Australia (07) 4987 7317 0630 to 0900 (Mon to Fri)
1045 to 1545 (Mon to Fri)
1700 to 1900 (Mon to Fri)
0945 to 1215 (Sat)
1045 to 1545 (Sun)
1700 to 1900 (Sun)
Esperance

Australia

Overseas

(08) 9075 4145

+61 8 9075 4145

90 minutes prior to and 30 minutes after departure
Geraldton Australia

Overseas

(08) 9923 3626

+61 8 9923 3626

90 minutes prior to and 30 minutes after departure
Gladstone

Australia

Overseas

(07) 4978 7965

+61 7 4978 7965

6am to 9am (daily)
3:30pm to 6:30pm (daily)
Gold Coast- Domestic and International

Australia

Overseas

(07) 5599 4047

+61 75599 4047

1.5 hrs before & 30 min after flight departure
Hamilton - International

New Zealand

Overseas

(07)843 0512

+64 7843 0512

3 hrs before & 1 hr after flight departure
Hamilton Island

Australia

Overseas

(07) 4946 9631
(07) 4946 9675

+61 7 4946 9631
+61 7 4946 9675

1.5 hrs before & 30 min after flight departure
Hervey Bay (Fraser Coast)

Australia

Australia (Alternative)

Overseas

(07) 4125 5289

(07) 4125 4719

+61 7 4125 5289

1.5 hrs before & 30 min after flight departure
Hobart

Australia

Overseas

(03) 6248 4443
(03) 6248 4442

+61 3 6248 4443
+61 3 6248 4442

1.5 hrs before & 30 min after flight departure
Honiara

Solomon Islands

Overseas

36077

+677 36077

3 hrs before& 1 hr after flight departure
Kalgoorlie Australia


Overseas

 (08) 9093 2330

 +61 8 9093 2330 

90 minutes prior to and 30 minutes after departure
Karratha

Australia

Overseas

(08) 9183 8263

+61 8 9183 8263

1.5 hrs before & 30 min after flight departure
Launceston

Australia

Overseas

(03) 6391 8782

+61 3 6391 8782

1.5 hrs before & 30 min after flight departure
Los Angeles

USA

Overseas

866 810 7162

+1 866 810 7162

0700 to 2300
Mackay

Australia

Overseas

(07) 4952 3355

+61 7 4952 3355

1.5 hrs before & 30 min after flight departure
Melbourne - Domestic

Australia

Overseas

(03)8306 6540

+61 3 8306 6540

0500 to 2230
Melbourne - International

Australia

Overseas

Email

0448 489 736

+61448 489 736

bs.melint@virginaustralia.com

5:30am to 11am (daily)
7pm to 10pm (daily)
Mildura

Australia

Overseas

(03) 5023 4690

+61 3 5023 4690

1.5 hrs before & 30 min after flight departure
Moranbah

Australia

Overseas

(07) 4941 9360

+61 7 4941 9360

90 minutes prior to and 30 minutes after departure
Mount Isa

Australia

Overseas

 (07) 4743 5910

+61 7 4743 5910

90 minutes prior to and 30 minutes after departure
Nadi

Fiji

Overseas

6722 777

+679 6722 777

3 hrs before & 1 hr after flight departure
Newcastle

Australia

Overseas

(02) 4965 0516

+61 2 4965 0516

1.5 hrs before & 30 min after flight departure
Newman

Australia

Overseas

(08) 9175 0047

+61 8 9175 0047

1.5 hrs before & 30 min after flight departure
Nuku'alofa

Tonga

Overseas

35371

+676 35371

3 hours prior to and 1 hour after departure
Perth
- Domestic T1
- Domestic T2
- International T1

Australia
 

Overseas

(08) 6168 6635 (Domestic T1)
(08) 9478 9950 (Domestic T2)
(08) 6168 6636(International T1)

+61 8 6168 6635 (Domestic T1)
+61 8 9478 9950 (Domestic T2)
+61 8 6168 6636 (International T1)
0715 to 2359
Phuket

Thailand

Overseas

7635 1219

+66 7635 1219

3 hrs before & 1 hr after flight departure
Port Hedland

Australia

Overseas

(08) 9140 1028

+61 8 9140 1028

1.5 hrs before & 30 min after flight departure
Port Macquarie

Australia

Overseas

(02) 6583 1542

+61 2 6583 1542

1.5 hrs before & 30 min after flight departure
Port Moresby

Papua New Guinea

Overseas

302 3106
325 1949


+675 302 3106
+675 325 1949

3 hours prior to and 1 hour after departure
Port Vila

Vanuatu

Overseas

25980

+678 25980

3 hrs before & 30 min after flight departure
Proserpine (Whitsunday Coast)

Australia

Overseas

(07) 4945 5769

+61 7 4945 5769

1.5 hrs before & 30 min after flight departure
Queenstown - International

New Zealand

Overseas

(03) 441 4880
(03) 441 4876

+64 3 441 4880
+64 3 441 4876

0900 to 1730
Rarotonga

Cook Islands

Overseas

20845

+382 20845

3 hrs before & 30 min after flight departure
Ravensthorpe Australia

 

Overseas

(08) 9839 0000

+61 8 9839 0000

90 minutes prior to and 30 minutes after departure
Rockhampton

Australia

Overseas

(07) 4922 1085

+61 7 4922 1085

1.5 hrs before & 30 min after flight departure
Sunshine Coast

Australia

Overseas

(07) 5450 7485

+61 7 5450 7485

0900 to 1200 & 1445 to 1745 Sun
Sydney - Domestic

Australia

Overseas

(02) 9352 7650
(02) 9352 7651

+61 2 9352 7650
+61 2 9352 7651

0730 to 2230
Sydney - International

Australia

Overseas

Email

(02) 9700 9893

+61 2 9700 9893

sydint.baggage@aerocare.com.au

0700 to 1800
Tamworth

Australia

Overseas

 02 6761 5201

+61 2 6761 5201

90 minutes prior to and 30 minutes after departure
Townsville

Australia

Overseas

(07) 4775 7035

+61 7 4775 7035

0430 to 0730 (Mon to Fri)
0530 to 0830 (Sat)
0730 to 1030 (Sun)
1430 to 1730 (Daily)
1930 to 2130 (Daily)
Wellington - International

New Zealand

Overseas

(04) 388 0400

+64 4 388 0400

0830 to 2000

 

Virgin Australia Holidays

To serve you better, our Virgin Australia Holidays Guest Contact Centre is open six days a week. We operate Monday to Friday 8am to 6pm AEST, and Saturday 9am to 5pm AEST. 

Virgin Australia Holidays Guest Contact Centre Numbers
Calling from: Phone Number: 
Within Australia  13 15 16 
Within New Zealand  0508 13 15 16 
Outside Australia or New Zealand  +61 7 3333 6600 

 

Corporate Enquiries

To enquire about establishing a tailored corporate travel programme, or to find out how you can achieve real corporate savings, please contact:

Corporate Enquiries Contact Numbers
Calling from:Contact Number:
Australia1300 246 498 (option one)
New Zealand0800 70 60 70
Other International Locations+61 7 3295 2298 

 

Freight Enquiries

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

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 
Other International Locations  +61 7 3295 2299 


Alternatively please feel free to contact us online at groupsales@virginaustralia.com

Partners

To contact our partners please use the following contact numbers:
(Note: All numbers listed are for Australian residents)

  • Virgin Australia Holidays – 13 1516
  • Virgin Atlantic – 1300 727 340
  • Virgin Credit Card – 1800 08 0000
  • Virgin America – +1 877 359 8474
  • Virgin Mobile – 13 3323

 

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

Contact Us

For more information on Corporate rates, please visit Corporate Deals or contact the Virgin Australia Corporate Sales team on 1300 287 202 or email the.lounge.guest.enquiry@virginaustralia.com

For more information on the Virgin Australia lounge, please contact the Virgin Australia lounge team on 1300 287 202 during business hours or email the.lounge.guest.enquiry@virginaustralia.com

Booking Enquiries for the Business Zone

To make a booking for any of the Business Zone facilities, please select the Virgin Australia lounge location:

Contact Numbers - Business Zone Booking Enquiries
Calling from: Contact Number: 
Adelaide (08) 8238 7556
Brisbane (07) 3114 4220
Melbourne (03) 8306 6584
Sydney(02) 9352 7667
Canberra(02) 6212 6911
Perth(08) 6168 6700


The Virgin Australia lounge opens 45 minutes prior to the first departure and closes at the time of the last departure.

Travel Agent Enquiries

We are available to assist Travel Agents 24 hours a day, seven days a week. To speak with a Guest Contact Centre consultant please refer to the table below:

Contact Numbers - Travel Agent Enquiries
Calling from: Toll free contact number:
Australia 13 67 37
Denmark 80253232
Fiji 008002573
France 00-8009 008 0011
Germany 00-8009 008 0011
Greece 8006114009
Hong Kong 001-8009 008 0011
Ireland 00-8009 008 0011
Italy 800784496
Netherlands 00-8009 008 0011
New Zealand 0800 77 7737
Norway 00-8009 008 0011
Singapore 8006 16 2341
Sweden 020792660
Switzerland 00-8009 008 0011
United Arab Emirates 8000 612 003
United Kingdom 0800 051 1281
United States 1855 253 8021
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 Corporate Communications 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
  • Complete and submit our Complaint and Compliment Form.
  • Calling our Guest Relations team on:
Guest Relations Contact Numbers
If calling from Contact Number
Australia 07 3119 7190
Anywhere else in the world +61 7 3119 7190


You can also submit your feedback or complaints about airline service to the United States of America Department of Transportation (DOT) by:

  • Sending mail to the DOT to:
    Aviation Consumer Protection Division, C-75
    U.S. Department of Transportation
    1200 New Jersey Ave., S.E.
    Washington, D.C. 20590
  • Contacting the DOT.