Special Service Request Form
If you require special assistance for your Virgin Australia flight you can request this via our Special Service Request Form.
Booking Assistance Form
If you're having any difficulties with our online booking system and would like to contact us, you can do so here.
Any guest 23 months or younger is classed as an infant, and must be accompanied by a guest 15 years of age and over, or the parent/legal guardian – who is 13 years of age and over. Infants travel at discounted rates, or free-of-charge, depending on the Virgin Australia service they are flying.
Any guest over 2 years of age who is not yet 12 years of age is classed as a child and must occupy a seat with their own ticket. A child’s seat is discounted on our Long-haul International service. Virgin Australia accepts the carriage of selected child restrain systems (CRS).
Children Travelling Alone (Unaccompanied Minors)
Unaccompanied Minors can only be booked on flights operated by Virgin Australia if certain conditions are met. We cannot book Unaccompanied Minors on flights operated by our partners, and do not accept Unaccompanied Minors on our international long haul service.
Travelling with an Assistance Dog
Virgin Australia accepts Assistance Dogs (including Guide Dogs) that have been appropriately trained, sufficient to pass a public access test by one of the several accredited organisations. The owner of an Assistance Dog must carry a proof of identity card, showing the level of appropriate training attained.
Vision and Hearing Impairments
If you require special, ‘individual’ assistance, at the airport or during your flight, we ask that you tell us about it in advance. That way, we can plan for your arrival and ensure that your travel is hassle free.
To satisfy the dietary and medical needs of all our guests we offer a selection of special meals on our international long haul service.
We only accept domestic dogs and cats for pet travel; and only on domestic flights. All other types of animals, or pets travelling overseas, must be sent by freight.
Flying While Pregnant
Many women fly while pregnant and have no difficulties. If you are pregnant and intend to fly we recommend that you discuss your travel plans with your doctor before you fly.
Medical Travel Companion
Virgin Australia has partnered with Medical Travel Companions to offer a premium service that creates independence for customers who love to travel. This exclusive service is the first of its kind and will positively transform the travel experience for customers who require assistance.
Travel Nannies, Nurses or Paramedics will accompany customers on their flights to ensure a stress-free journey and to provide ‘peace of mind’ for a safe and relaxed arrival at their destination.
Baggage Meet and Assist
Meet and Assist is a service we offer for guests who require Special Assistance with carrying cabin baggage while boarding and disembarking the aircraft; through Customs for international flights; or to/from the check-in gate, to/from the boarding gate and to the aircraft.
Some medical conditions may restrict your ability travel, or require clearance from a medical practitioner before you can fly. If our medical clearance form has not been completed in advance, travel may be refused for guests with a relevant medical condition.
To make your flight as enjoyable as can be, we need to know about your special needs in advance. To ensure we know what your requirements are, you must make your booking via our Guest Contact Centre. Should you fail to advise us in advance, your travel may be refused.
Travelling with a Safety Assistant
If you do not meet our Independent Travel Criteria you must travel with a Carer. If you need to be assisted moving to and from your seat, you will need to arrange an Assistant Person to meet you at the airport.
Travel to and from the USA
The United States Department of Transportation's (US DoT) Final Ruling on Non-Discrimination on the Basis of Disability in Air Travel (Final Ruling) applies to Virgin Australia and codeshare flights operating to and from the United States.