By Maksim Koval, 10 June 2024

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:

Virgin Australia contacts

Virgin Australia ServiceContact Phone Number
Primary customer service+13 67 89
International customer service+61 7 3295 2296
+13 67 89
Frequent flyer program (Velocity)+0 800-2000
Refunds+13 67 89
Baggage services+1300 170 911
Lost and found+61 (0)8 6168 6635
Special assistance+61 7 3295 3941
Cargo+13 82 87
Pet travel+13 67 89
Customer Relations+13 67 89
Group bookings+13 67 00
Business Flyer+1300 246 498
Lounges+1300 287 202
Phones by countryPhones by city

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.

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.

Airline CS phone numbers by country
CountryVirgin 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 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.

YouTube video
Wi-Fi calling for beginners: how it works, and why you should care.

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.

Airlines CS phone numbers by city
CityVirgin 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

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: 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.

Email addresses by department
CountryVirgin Australia Email Address
Baggage contact
Travel agent

If you want to send an email to one of Virgin Australia’s employees, try the popular email format used by many companies: For example, to email Jane Doe who works at the airline, use

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:

[ Airline CS Offices ]
City (Country)Virgin Office Address / Phone
Brisbane (Australia)

Level 11, 275 Grey Street, South Brisbane QLD 4101,
Phone: +13 67 89

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 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,

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 or Spokeo to find the email address of the Virgin Australia CEO.

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.

Contact the airline faster: (Virgin Australia customer service: DM via Twitter)


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:

  1. Try to initiate contact by reaching out to Virgin Australia through the channels they offer — email, live chat, social media, or the hotline.
  2. Clearly state that you would prefer to be contacted by a phone call (callback)
  3. Briefly explain your issue or question; include your phone number and the best times to reach you.
  4. 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

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.


Additional contacts. Source: Virgin Australia.

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