How to contact Virgin Australia customer service?
The primary way to contact Virgin Australia customer service is via their call center: +13 67 89. However, during peak call times, turning to direct messaging on social media may yield quicker responses. For detailed discussions of complex issues, sending an e-mail is often the best option.
This guide will empower you with effective tactics to elicit prompt responses from Virgin Australia customer service. From the ground up, let’s explore your options. Depending on the nature of your query, several channels are at your disposal:
Automated phone systems are widespread today. Trying to skip their automated menus by saying “agent” (or anything else) can only make your call longer. Instead, state your purpose slowly and clearly to ensure you’re directed to the appropriate queue.
Operating hours across Virgin support channels
- Virgin primary call center number +13 67 89 operates 5.00am – 11.00pm.
- Customer service via email operates continuously due to email’s asynchronous nature – accepting inquiries 24/7. Response times, however, may vary based on the inquiry volume and issue complexity. Virgin support team strives for 24- to 48-hour response (busier periods might require more time).
- Social media platforms like Twitter and Facebook operate 24/7, allowing passengers worldwide to ask questions or report issues at any time. While responses might not be instantaneous, Virgin usually aims to respond swiftly, often within a few hours.
- virginaustralia.com website offers help and contact pages – available for passengers 24/7.
- customer service desks at airports are designed to aid passengers who prefer face-to-face assistance. Virgin help desks operate according to each airport’s hours.
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Real human help
How to talk to a live person at Virgin Australia?
To reach a live person at Virgin, you can use most of their communication channels – call center, local offices, live chat, social media, emails, or airport service desk. Each route ensures interaction with human operators, either immediately or after an initial automated response.
- When you dial Virgin call center number, you’ll be connected to a human operator. Initially, you might interact with an automated Interactive Voice Response (IVR) system – designed to guide you to the most suitable department (and to put you on hold if the lines are busy). However, once the line is free, you will be connected to a real person.
- Reach out to your local Virgin Australia office – it is probably the best way to talk to a real person. As they handle fewer calls, you’ll experience much shorter waiting times.
- Message Virgin on their social media platforms (use Twitter DM or Facebook Messenger). Although initial interaction may also be with a bot, a human operator will usually step in for complex issues.
- Emails are typically handled by human operators. Despite an initial automated response, a real person will provide a follow-up reply shortly.
- If you’re at the airport, check if the airline has a service desk on-site. Pay a visit to speak to a representative in person.
Virgin Australia international contacts
International customer service can handle your booking just like the main call center. Instead of competing for time with the call centers in Australia, jump the line by dialing those in other countries — New Zealand, Japan, UAE, UK, or US — for example. Travelers report that the Virgin Australia support in those countries has much shorter wait times, sometimes just a few minutes.
As a last resort, head for the foreign language-speaking call center. It will help if you are comfortable with that language, but there’s a chance that the hotline staff also speaks English.
| Country | Virgin Phone Number |
|---|---|
| Australia | +13 67 89 |
| Canada | +61 7 3295 2296 |
| Hong Kong | +61 7 3119 7078 |
| Japan | +61 7 3119 7089 |
| New Zealand | +0800 670 000 |
| United Arab Emirates | +8000 612 002 |
| UK | +0800 051 1281 |
| US | +1855 253 8021 |
| International | +61 7 3295 2296 |
Virgin Australia urgent/emergency phone numbers
In case of an emergency related to the Virgin Australia flight, call this number: +13 67 89 (hotline in Australia).
If you are in a different country, refer to the “International Contacts” section above for your local phone number.
These are the general customer service phone numbers as Virgin Australia does not provide a separate number for emergency situations. However, the airline representatives will be able to assist you with urgent issues such as flight cancellations, ticket changes, lost passports, etc.
If phone lines are busy, initiate simultaneous conversations through Twitter DM (@VirginAustralia) and Facebook Messenger to increase your chances of a prompt response.
Call for free
Toll-free Virgin Australia call centers
Only some phone numbers provided by Virgin Australia are toll-free: +0800 670 000 (New Zealand), +8000 612 002 (United Arab Emirates), +0800 051 1281 (United Kingdom). They are free from landline phone in the same country or region. However, charges may apply if you call Virgin Australia toll-free call centers from a mobile phone or a different country.
In the United States and Canada, toll-free numbers typically begin with 800, 888, 877, 866, 855, 844, or 833. In most cases, they can also be called from anywhere worldwide using an American cell phone by dialing +1 followed by the 8xx number.
In other countries, toll-free numbers vary due to different regulations. In Europe, toll-free numbers usually begin with 0800 (or 0808 in the UK – “freephone numbers”). The same 0800 prefix is used in China, South Africa, Argentina, and Brazil. The 1800 format is prevalent in Australia, New Zealand, India, Malaysia, Philippines, Singapore, and Thailand (which also uses 001-800). In Japan, “Free Dial” numbers typically start with 0120, while in Indonesia, it’s 001-803.
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Virgin Australia WhatsApp number
Currently, Virgin Australia does not provide a dedicated WhatsApp number. However, you can use Wi-Fi calling or VoIP services instead of WhatsApp to bypass high roaming charges for international calls to Virgin Australia numbers.
Wi-Fi calling lets you place phone calls via a Wi-Fi network rather than a cellular network, much like WhatsApp, helping you avoid any roaming charges. Most carriers and smartphones support Wi-Fi calling, but you’ll need to enable it in your phone’s settings. Please note that Wi-Fi calling is restricted in countries like China, Egypt, Oman, Qatar, Saudi Arabia, and UAE.
VoIP apps like Skype, Viber, Google Voice or Talkatone are another way to call Virgin Australia international numbers cheaply. In a manner similar to WhatsApp, they tap into the internet to place calls. While not free, these services offer competitively low rates for calls to both landlines and mobile phones. Costs generally range between $0.01 and $0.20 per minute, subject to the country and service provider being called.
In 2017, the EU has abolished roaming charges within its territory. If you’re within the EU and you place a call to a Virgin Australia number located in the EU, it will be priced as domestic call — with a capped cost of 19 cents (plus VAT) per minute.
Virgin Australia phone numbers by city
Your regional Virgin helpline often has more specific knowledge about local airports, regulations, and services. They may be able to provide more detailed and relevant information.
Most agents have good English proficiency. The regional lines will likely have representatives who are also fluent in the local language; if you feel more comfortable communicating in your first language, look for the phone number for your nearest location.
Calling a regional center means you’re likely calling within your time zone — this can make it easier to reach someone during business hours.
| City | Virgin Phone Number |
|---|---|
| Brisbane | +13 67 89 |
| Beijing | +61 7 3119 7048 |
| Hong Kong | +61 7 3119 7078 |
| Tokyo | +61 7 3119 7089 |
| Auckland | +0800 670 000 |
| Dubai | +8000 612 002 |
| London | +0800 051 1281 |
| New York | +1855 253 8021 |
When to call
Best times to call Virgin Australia
To decrease on-hold times, try to call Virgin Australia at off-peak times during the middle of the week (Tuesday to Thursday). The earlier in the day you call, the less you’ll have to wait.
Experienced customers suggest the best time to call Virgin is early morning, from 4 am to 7 am (as per the call center’s local time), for 24/7 hotlines or just as the call center commences operations. Remember to adjust for any time differences.
The evening hours and weekends typically encounter the highest traffic and should be avoided.
Third-party apps like DoNotPay can save you time by placing a call and enduring hold times on your behalf. By using tricks, the app tries to get a human on the line quickly (it has built a database of priority customer service numbers). Then it calls you back and connects you to the agent. DoNotPay is a paid service and currently supports US numbers only (expansion to other countries is underway).
Virgin Australia email address
Reach out to Virgin Australia at this email address: reservations@virginaustralia.com. This is the primary email address for airline’s customer service, suitable for providing feedback or making inquiries. Alternatively, you can send them an email through the online form.
You can also reach out to one of airline’s local offices. Some of these branches openly share their email addresses online, providing a more localized channel for correspondence.
Email addresses by department
If your inquiry go beyond general customer support, contacting a specific department within the airline may be necessary. We’ve compiled these special-purpose email addresses in the table below. Nonetheless, always respect the contact methods provided by Virgin Australia — only reach out to the relevant department for your inquiry.
| Country | Virgin Australia Email Address |
|---|---|
| Baggage contact centre | baggage.claims@virginaustralia.com |
| Group booking | groupsales@virginaustralia.com |
| Business flyer | businessflyer@virginaustralia.com |
| Lounges | the.lounge.guest.enquiry@virginaustralia.com |
| Travel agent | va.agentshelpdesk@virginaustralia.com |
| Cargo | cargo@virginaustralia.com |
If you want to send an email to one of Virgin Australia’s employees, try the popular email format used by many companies: First.Last@virginaustralia.com. For example, to email Jane Doe who works at the airline, use Jane.Doe@virginaustralia.com.
Virgin Australia sales and ticketing offices
Virgin Australia ticketing and sales offices are often found in major cities and airports. They provide essential services such as ticket reservations, flight rescheduling, cancellations, frequent flyer award tickets, and information about various services offered by the airline. When you encounter a problem with your booking that can’t be resolved online, the sales office is the right place to seek assistance.
Here’s the list of Virgin Australia offices and regional branches around the world:
| City (Country) | Virgin Office Address / Phone |
|---|---|
| Brisbane (Australia) | Level 11, 275 Grey Street, South Brisbane QLD 4101, |
Virgin Australia live chat
Virgin Australia does not provide customer support via live chat. Alternatively, you can chat with their live agent (human support representative) using instant messaging on Facebook Messenger or Twitter.
Live chat is a tool that connects customers with an actual human representative — live agent — via instant messaging in a browser window. It is often the fastest way to get help from the airline, substantially minimizing wait times (compared to call centers).
Integrating a bot with live chat gives customers an additional tool in beginning the support conversation. Chatbots — especially those powered by A.I. — can read customer inquiries and automatically respond with the relevant information. Live chat bots reduce the waiting time to virtually nil.
The adoption of live chat and chatbots varies among airlines, as it requires not just the technical infrastructure, but also staff training. This could potentially explain why Virgin Australia has not yet introduced live chat for its passengers.
For security reasons, live chat agents cannot proces sensitive payment information. To make purchases (like ticket changes or additional baggage), you’ll be redirected to a secure payment portal or advised to call Virgin Australia directly.
Feedback: How to file a formal complaint?
To formally lodge a complaint with Virgin Australia, begin by using the carrier’s designated feedback channels. Detailed instructions for reporting problems can be found on their official website. Retain all pertinent documents — boarding passes, receipts, tickets, and email correspondences — as they may be needed to support your case.
Virgin Australia does not provide an email address that could be used to send a feedback or compalints. To file a formal complaint, you can use the online form on the virginaustralia.com website. Remember to include the necessary details, clearly stating the nature of your complaint. Virgin Australia will reply to your complaint within a few working days.
For direct, pesonal assistance, passengers wishing to share their feedback or discuss encountered issues can speak to a representative by dialing +13 67 89.
If your complaint isn’t addressed satisfactorily, you may escalate it by writing a detailed letter outlining your complaint and the resolution you seek. Send it to this postal address:
—
Virgin Australia Guest Relations – Complaints,
PO Box 1034,
Spring Hill Qld 4004,
Brisbane,
Australia
If all else fails, email the CEO. Write a polite complaint email briefly explaining your situation and kindly requesting their assistance. While the CEO may not personally respond, their team usually takes prompt action. Often, the outcome can be even better than what you had hoped for. Use services like Hunter.io or Spokeo to find the email address of the Virgin Australia CEO.
Aviation Consumer Protection
Escalate your issue to the ombudsman
If you are unsatisfied with how Virgin Australia settles your complaint, you can contact your country’s Airline Customer Advocate (ACA) body. The ACA works as “the ombudsman” — an official appointed to investigate individuals’ complaints against businesses. Please note that the ombudsman may take up to 90 days to resolve your Virgin Australia issue.
- United States: You can file a complaint to the U.S. Department of Transportation’s Aviation Consumer Protection Division (phone: 202-366-2220).
- Canada: The Canadian Transportation Agency (CTA) provides dispute resolution for air travel complaints (phone: 1-888-222-2592, email: info@otc-cta.gc.ca).
- Australia, The Airline Customer Advocate (ACA) offers free and independent ombudsman service.
- European Union: If your flight departed from an EU country or was with an EU carrier and landed in the EU, you’re protected by EU passenger rights. You can submit your complaint to a National Enforcement Body (NEB).
- United Kingdom: If your flight departed from an airport in the UK, you can lodge a complaint with AviationADR.
Premium hotline
for Velocity members
Velocity, Virgin Australia‘s loyalty program provides dedicated phone number for members, with shorter waiting times than the standard call centers. If you are a Velocity member with Platinum, Gold, Silver, Red status, you can dial +0 800-2000 to reach frequent flyer program (FFP) customer service in Australia.
Dedicated customer service for the Velocity FFP can assist you with verifying your reward point balance, making flight reservations, processing the flight redemption and upgrades, or just addressing any queries you might have about the loyalty program.
You can also contact Velocity international numbers: +0 800 230 875 (New Zealand) or +61 2 8667 5924 (other countries).
Virgin Australia doesn’t offer a dedicated email address for Velocity customer care.
If you find yourself already at the airport, consider seeking aid from an airline agent at the Virgin Australia lounge. Their team is often capable of addressing same-day issues or can offer you a direct airport line, bypassing the queue. However, ensure you’re eligible for lounge access beforehand, as it’s generally reserved for top-tier frequent flyer members.
Contacting Virgin on social media
Getting phone help from Virgin Australia often means long waits. So here’s our advice: before calling the helpline, try to get a quick fix by contacting them via social media — Facebook, Twitter. Many travelers are reporting that they get a faster response there. Most large airlines have teams of social media specialists; in our experience, it’s the easiest way to resolve an issue.
Craft a concise and polite message explaining your issue or inquiry. Include relevant details like your booking reference or flight information. If you don’t hear back within a reasonable timeframe, send a follow-up message.
Use this trick to contact the airline faster: mention @VirginAustralia in a tweet about your issue. Virgin Australia team will often notice it immediately and provide an answer. It’s a method we recommend if your issue is particularly urgent.
Self-service
Do you really need
to call the airline?
You’d be surprised to know that many of your issues can be easily resolved without contacting Virgin Australia customer service.
Manage Booking
This section on the Virgin website is a convenient self-service tool you can use to manage your reservations. Manage Booking eliminaties the need for lengthy interactions with customer service, addressing typical passenger queries:
- retrieving booking information
- online check-in
- changing traveler details
- upgrading flights
- cancelling flights
Please note that the availability of some of these actions depends on the fare type and the terms and conditions of the ticket purchased. In some cases additional fees may be applicable.
Help Center
Before dialing into the Virgin Australia call centers, we recommend consulting the airline’s help articles. Grounded in years of customer interaction and experience, these articles answer many common queries and provide valuable travel advisories:
- Help Centre
- Travel and entry requirements
- Cabin classes
- Fare types
- Seat maps
- Transfer maps
- Baggage information
- Flying with kids
- Traveling with pets
- Group travel
- Specific need and assistance
- Help for Velocity members
Chatbot
Harnessing the power of AI, airline chatbots provide 24/7 service – reducing the need for call centers waits. While they can’t solve all problems, their capabilities continually improve with technology advancements.
Regrettably, Virgin Australia has yet to introduce a chatbot on their website. In the meantime, you can chat with the airline’s representatives on the social media platforms.
FAQ
What is the hotline response time?
The average wait time for Virgin Australia representatives is between 5 and 50 minutes — depending on when you're calling. However, when the airline gets hit with an unprecedented wave of calls amid mass cancellations, you should be prepared for much longer waiting times.
Like most airlines, Virgin employs a certain number of staff in its call centers — sufficient to serve customers under standard conditions. If these conditions change (sudden flight delays and cancellations, peak travel times such as school holidays, etc.), the airline usually allocates more resources to customer service to address the increased demand.
Where can I find Virgin Australia service desk at the airport?
Virgin Australia houses its main service desk at Brisbane Airport BNE in Brisbane, Australia. The airport serves as the primary hub airport for the carrier, coordinating the lion's share of its flight operations. The Virgin Australia representatives at this airport desk provide comprehensive customer service for passengers: booking changes, refunds, upgrading flights, special assistance requests, etc.
You’ll also find Virgin Australia service desks at other major airports in its network: Auckland Airport AKL, Hong Kong International Airport HKG, Ngurah Rai International Airport DPS.
Not all airports serviced by Virgin maintain its help desks. Their presence depends on the airline's scale of operations, airport size, and arrangements with other airlines. Smaller airports with sparse Virgin flights or those primarily catering to regional traffic may lack a dedicated service desk.
If you’re flying with the Australian carrier and aren’t sure whether there will be a service desk at the departure airport, check the airline’s and the airport's websites. Alternatively, contact customer service for the most up-to-date information.
Missed Virgin Australia flight contact number
If you think you're going to miss a flight, call Virgin Australia immediately at +13 67 89. The sooner your airline knows that you'll be late, the more options it has to fix it. Virgin Australia often charges you for a new ticket if you miss a flight, but there are important exceptions. To find out if you qualify, you need to act fast. Calling the airline ASAP can significantly increase your chances of getting rebooked on the next flight at no additional charge.
How to request a callback from Virgin Australia?
Virgin Australia does not provide a callback option. However, you can still potentially get an airline representative to call you back:
- Try to initiate contact by reaching out to Virgin Australia through the channels they offer — email, live chat, social media, or the hotline.
- Clearly state that you would prefer to be contacted by a phone call (callback)
- Briefly explain your issue or question; include your phone number and the best times to reach you.
- Follow up: if you don’t get a response within a reasonable timeframe, try reaching out again.
What is Virgin Australia Business Class contact number?
Several airlines offer premium, dedicated phone lines exclusively for their Business Class passengers — recognizing the investment they make when they opt for a higher level of comfort.
However, Virgin Australia does not offer a dedicated phone number for Business Class customers. Instead, they can contact the airline’s general customer service line. Although this might involve some waiting, the airline prioritizes assisting their high-tier customers as quickly as possible.
Should I contact my travel agent instead of CS?
Yes, if you find airline customer care burdensome, you may ask your travel agent for help. An agent can remove all that drama from your booking experience. Good travel agents have dedicated "air teams" behind them (who have relationships with airlines) and often work via a bigger agency leveraging its robust networks and connections.
When Virgin cancels a flight or makes a change to your itinerary, travel agents have the power to handle this for you on your behalf. They don’t even need to speak to the airline in most cases since they have access to the backend of a booking system and are permitted to make changes to your reservation. Sometimes, they can even “bend” the rules.
The best thing: you’ll typically pay the same price for the flight ticket. Commissions made by agents generally come from the airline side, not the customer side.
What is the location and contact for head office?
Virgin Australia’s head office is located in Brisbane, Australia:
Level 11, 275,
Grey Street South Brisbane
QLD 4101
Australia
Virgin Australia HQ (headquarters, head office, corporate office) serves as the principal business hub for the airline, its center of planning, coordination, and execution. The head office manages most of the airline's national functions, including finance, legal affairs, human resources, and marketing. It is also the central workspace for Virgin Australia's executive team, including the CEO, CFO, and key managerial staff. The headquarters oversees all other offices and branches, which report back to this 'nerve center' of operations.
How to call Virgin Australia from Canada?
Passengers in Canada can contact Virgin Australia by dialing this customer service phone number: +61 7 3295 2296.
How to call Virgin Australia from New Zealand?
If you're in New Zealand and need to reach out to Virgin Australia, call its hotline: +0800 670 000.
How to call Virgin Australia from US?
To call Virgin Australia from US, dial +1855 253 8021. Follow the voice prompts to get in touch with the correct airline's department or its representative. This line is equipped to handle a range of inquiries — including reservations, flight information, customer service, and more.
What is Virgin Australia reservations phone number?
The main phone number for Virgin Australia reservations is +13 67 89. If you require assistance with your flight ticket, you can also call the airline's regional call center or local ticketing office. Please note that the company may charge an additional fee for reservations made over the phone.
What is Virgin Australia rebooking hotline?
To rebook your flight with Virgin Australia, first review their current conditions and policies, as these occasionally change. Then contact their main call center at +13 67 89.
It's recommended to consult the rebooking with an airline representative as it enables you to discuss changes to your itinerary and explore all available flight options in detail. Be aware that rebooking may incur a fee.
