Information for Guests Who May Require a Helping Hand

Your safety and comfort is important to us, so to make your flight as enjoyable as can be, we need to know about your specific needs in advance.

Guests whose specific needs requirements are listed below and are not flying within the next 24 hours can now book via our website. If booking online please ensure you complete the Specific Assistance section on the passenger page.

Please note, however, that Redemption Bookings must still be booked via the Membership Call Centre.

If your needs are not listed above or you are travelling within the next 24 hours, you must make your booking via our Guest Contact Centre to ensure we know what your requirements are (Internet discount rate applies). Should you fail to advise us in advance, your travel may be refused.


Your safety and comfort is most important to us. To ensure that Virgin Australia provides exceptional service and accommodates any special requirements you may have we require that you contact the Guest Contact Centre for any enquiries or bookings. By understanding your needs in advance we can ensure you enjoy a hassle-free and relaxing journey through the airport terminal and during your flight. 

If you are making a booking for a group of ten or more guests who will require mobility assistance it is essential that you contact the Guest Contact Centre as far in advance as possible to ensure specific assistance can be provided.