Important information

Due to changing lockdown and border restrictions, we're experiencing high call volumes. Please only call our Guest Contact Centre if your travel is within the next 72 hours.



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Help centre

Complaints and compliments form


Information for guests during this time

COVID-19 is causing unprecedented change in our world. During this challenging time, we want you to know that our customers are always our first priority.

So that we can assist you in the soonest matter, we ask that you first refer to the information below to assist you with your query. 



If your enquiry is related to an upcoming flight, please contact our Guest Contact Centre on 13 67 89 or by using our General Enquiry form

If your complaint or compliment relates to a flown Virgin Australia flight, please use our feedback form.

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 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