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Help Centre

Complaints and Compliments Form

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.

Velocity Frequent Flyer

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 13 18 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

Please send your completed claim to vabags@hallmark-aviation.com. Our Virgin Australia Baggage Tracing and Claims Centre can also be contacted on:

Calling from  
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

 

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)

Step 3 : 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.







*If you do not have an Australian bank account, please include your bank account details in the feedback section.

**Please ensure you provide accurate banking information as incorrect details may result in a delayed payment or payment made to another bank account that cannot be recovered.

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 www.virginaustralia.com) 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 privacy@virginaustralia.com.