Virgin Australia Customer Service — How To Get Help Fast?Virgin Contact Phone Numbers, Call Centers, And Offices (2023 Guide)
Virgin Australia is one of the most reliable airlines in Asia Pacific. Its customer service is top-notch: contact via call centers, sales offices, emails, and airport helpdesks are responsive and you can often talk to a live person 24/7. However, there can be occasions when things go south and busy call centers won't answer your calls immediately.In this article, our experts have compiled the best ways (and important tips) to get in touch with Virgin airlines staff for quick assistance and troubleshooting. Not only in Australia but all over the world when traveling abroad.
Virgin Australia customer service and contact phone numbers in Australia (Adelaide, Alice Springs, Albany, Brisbane, Broome, Ballina, Cairns, Canberra, Christmas Island, Cocos Islands, Darvin, Coffs Harbour, Emerald, Gold Coast, Gladstone, Hobart, Hamilton Island, Kalgoorlie, Karratha, Kununurra, Launceston, Newcastle, Mackay, Melbourne, Mount Isa, Newman, Perth, Port Hedland, Prosperine, Rockhampton, Sunshine Coast, Sydney, Townsville), New Zealand (Auckland, Christchurch, Dunedin, Hamilton, Queenstown, Wellington), Cook Islands (Rarotonga), Fiji (Nadi), Hong Kong, Indonesia (Bali Denpasar), Japan (Tokyo), Papua New Guinea (Port Moresby), Samoa (Apia), Solomon Islands (Honiara), Thailand (Phuket), South Africa (Johanessburg), Tonga (Nukuʻalofa), UAE (Abu Dhabi), USA (Los Angeles), Vanuatu (Port Vila), and more.
Best ways to contact Virgin Australia
We know it all too well. Hours of waiting at a helpline just to have the call dropped. The ordeal of rescheduling canceled flights. Delayed refunds. Contacting customer service for any issue or concern can prove challenging and universally frustrating.
The goal of this article is to help you get the answer from Virgin Australia as quickly as possible.
Let’s start with the basics – depending on the nature of your inquiry, you can call Virgin using the following telephone numbers:
| 13 67 89 | Virgin Australia Customer Service in Australia |
|---|---|
| 0800 670 000 | Virgin Australia Customer Service in New Zealand |
| regional phone numbers | customer services in other countries |
| 13 18 75 / 0800 230 875 / +61 2 8667 5924 | Velocity Frequent Flyer (Australia / New Zealand / international) |
| 1300 170 911 / 0800 443 744 / 61 7 3295 2257 | Virgin Australia baggage services (Australia / New Zealand / international) |
| 13 67 00 / 61 7 3295 2299 | Group Booking (Australia / international) |
| 1300 246 498 / 0800 446 857 / 61 7 3295 2298 | Virgin Australia Business Flyer (Australia / New Zealand / international) |
| 1300 287 202 / +61 7 3333 6688 | Virgin Australia Lounges (Australia / New Zealand) |
| 13 67 37 / 0800 77 7737 | Virgin Australia for Travel Agents (Australia / New Zealand) |
| +61 7 3295 3000 | Virgin Australia Headquarters |
Do you really need to call Virgin Australia?
Experienced travelers always use self-service options online or through the airline app first to see whether the problem can be solved without the help of an agent over the phone. For example, there’s no need to contact Virgin Australia customer service if you just want to check the status of your booking, change the date of your flight, or cancel your trip – you can do this by visiting Manage Booking section of Virgin‘s website (you will need booking reference number and passenger’s last name).
Before contacting Virgin it’s always a good idea to check their help pages such as:
… or problem-specific pages with answers to the most common questions you may have:
How do I talk to a live person at Virgin Australia?
Basically, you’ll be talking to a real person every time you call one of Virgin‘ phone numbers. There may be an automatic IVR (Interactive Voice Response) system interacting with you through voice or touch-tone dialing at the beginning though – it will make sure you will reach a company’s department adequated to your issue. This is also the system that puts you on hold if the lines are busy – but rest assured that on the other side there is always a human operator you can talk to.
Live chat is slightly different as there are many technologies (including AI and machine learning) that airlines can implement to get a “chatbot operator” experience. It is basically the software you interact with on the webchat that can recognize the meaning of the sentences you type as well as mimic human speech. But even there, a live person (part of Virgin‘s customer service team) is available. Try typing “talk to human”, “live agent”, or something similar to tell the chatbot that your problem requires contact with a real person.
Similar to live chat are the social media messaging systems such as Twitter DM and Facebook Messenger. You may find yourself talking to a bot at the beginning, but there is also a real operator waiting on the other side to help customers solve non-obvious issues.
Lastly, email is basically handled by humans. You may receive an auto reply right after you send the message to one of the Virgin‘s email addresses (it will be marked as such), but after some time you can expect a reply from a real person.
Requesting a refund
If you want to request a refund, it can be done via the virginaustralia.com website, by filling out the Travel Cancellation Request Form. Make sure you’ve checked the fare types and policies applicable to your booking before proceeding.
If you need help with a reservation made not through the Virgin Australia website/app but with a third-party such as OTA, travel agent, etc – try contacting their sales office for quick assistance.
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No answer? Alternative methods to contact Virgin
There are times when the airline simply won’t answer your calls. Take a deep breath, and instead of wasting time on an unsolvable task, try to get help from Virgin Australia through one of their alternative channels:
| call centers | phone numbers by country |
|---|---|
| emails | useful email addresses |
| email form | feedback or complaint by email |
| online chat | customer service via live chat |
| currently not available | |
| social media | Twitter and Facebook for direct contact |
| Help Center | general help articles |
| Travel Information | information to help you get ready for your trip |
| How To Guides | articles explaining how to use airline's products and services |
Virgin Australia call center waiting times
Virgin Australia (like most airlines) employs a certain number of staff in its call centers – sufficient to serve customers under standard conditions. If these conditions change (flight cancellations due to lockdowns, peak travel times such as school holidays, etc.) the airline usually puts more resources into customer service. Unfortunately, these extra measures are not always adequate for the situation, so Virgin Australia‘ waiting times occasionally can increase.
You issue hasn’t been resolved? You can call back and speak to another agent (she may have more experience or training) or ask to talk with a supervisor.
According to our tests, the average wait time for the Virgin Australia call center was between 10 and 40 minutes – depending on when we were calling. However, at times when the airline gets hit with an unprecedented wave of calls amid mass cancellations, even frequent flyers with the Velocity Frequent Flyer status are facing lengthy waits. With that in mind, we’ve found that some times are certainly better than others to call customer support:
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). Basically, the earlier in the day you call, the less you’ll have to wait. Experienced customers suggest that the best time to call is early in the morning from 4am to 7am (call center time zone) for 24/7 hotlines or just right as the call center opens. Late hours on weekends can increase the chance for your call to be answered promptly.
Consider dialing a foreign call center as a workaround to reduce your holding times.
Direct messages (DM) sent to Virgin Australia social media channels often get a response and solution within minutes. If you are experiencing long waiting times when calling helpline, try to contact the airline directly on Twitter or Facebook.
Virgin Australia Booking Center – essential information for passengers. New, lower fares for Virgin flights.
Virgin Australia phone numbers
Here’s an important tip if you are experiencing long waiting times at the Virgin‘s call center:
Instead of competing for time with the call center in Australia, jump the line by dialing the ones in other countries – New Zealand, Singapore, UK, US, etc. International customer service can handle your booking just the same as the main call center. Travelers report that the Virgin Australia helpline in the UK (0800 051 1281) 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 generally, the hotline staff also should speak English.
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Consider using Internet phone services like Google Voice, Skype, Talkatone, or Viber to call Virgin Australia phone numbers when you are overseas to avoid high rates.
| Country | Virgin Australia Phone Number |
|---|---|
| Australia | 13 67 89 |
| Canada | 61 7 3295 2296 |
| China | 61 7 3119 7048 |
| Fiji | 61 7 3295 2296 |
| Germany | 61 7 3295 2296 |
| Hong Kong | 61 7 3119 7078 |
| India | 61 7 3295 2296 |
| Indonesia | 61 7 3295 2296 |
| Japan | 61 7 3295 2296 |
| New Zealand | 0800 670 000 |
| Singapore | 61 7 3295 2296 |
| South Africa | 61 7 3295 2296 |
| Thailand | 61 7 3295 2296 |
| United Arab Emirates | 8000 612 002 |
| United Kingdom | 0800 051 1281 |
| United States | 1855 253 8021 |
| international | 61 7 3295 2296 |
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| City | Virgin Australia Phone Number |
|---|---|
| Abu Dhabi | 8000 612 002 |
| Adelaide | 13 67 89 |
| Alice Springs | 13 67 89 |
| Apia | 61 7 3295 2296 |
| Auckland | 0800 670 000 |
| Bali Denpasar | 61 7 3295 2296 |
| Bangkok | 61 7 3295 2296 |
| Brisbane | 13 67 89 |
| Broome | 13 67 89 |
| Cairns | 13 67 89 |
| Canberra | 13 67 89 |
| Christchurch | 0800 670 000 |
| Darvin | 13 67 89 |
| Dubai | 8000 612 002 |
| Frankfurt | 61 7 3295 2296 |
| Gold Coast | 13 67 89 |
| Hamilton | 0800 670 000 |
| Hobart | 13 67 89 |
| Jakarta | 61 7 3295 2296 |
| Johannesburg | 61 7 3295 2296 |
| Las Vegas | 1855 253 8021 |
| London | 0800 051 1281 |
| Los Angeles | 1855 253 8021 |
| Newcastle | 13 67 89 |
| New York | 1855 253 8021 |
| Melbourne | 13 67 89 |
| Nadi | 61 7 3295 2296 |
| Perth | 13 67 89 |
| Phuket | 61 7 3295 2296 |
| Port Moresby | 61 7 3295 2296 |
| Port Vila | 61 7 3295 2296 |
| Queenstown | 0800 670 000 |
| Rarotonga | 61 7 3295 2296 |
| Rockhampton | 13 67 89 |
| San Francisco | 1855 253 8021 |
| Sunshine Coast | 13 67 89 |
| Sydney | 13 67 89 |
| Tokyo | 61 7 3295 2296 |
| Townsville | 13 67 89 |
| Washington | 1855 253 8021 |
| Wellington | 0800 670 000 |
Politeness wins the day! No matter how you get in touch and how stressful is your problem, your best bet for getting what you want is to be a decent person – it helps to be levelheaded and respectful. Take a deep breath and imagine yourself on the other side of the phone.
Customer care for Velocity Frequent Flyer members
Velocity Frequent Flyer, Virgin‘s loyalty program, provides dedicated phone numbers for its members. If you are a Velocity Frequent Flyer member you can dial 13 18 75 from Australia, 0800 230 875 from New Zealand, or +61 2 8667 5924 from any other country. Lines are open 8am -8pm AEDT (Monday to Friday) for membership enquires, and 8am–8pm AEDT (Monday to Friday) / 9am–6pm AEDT (Saturday and Sunday) for flight redemptions.
If you are already at the airport, you can head into the Virgin Australia Lounge and ask the airline representative for help. Of course, you should make sure you are eligible to access the lounge area.
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Virgin Australia email addresses
Generally, Virgin Australia doesn’t provide any e-mail addresses for its customer service, just an online email form for reservations and general inquiries. However, some local branches and ticketing offices around the world allow their customers to contact them via e-mail. You can find a list of Virgin Australia regional email addresses below:
| Country | Virgin Australia Email |
|---|---|
| Australia (group reservations) | groupsales@virginaustralia.com |
| Brisbane (baggage inquiries) | bs.bneintmb@virginaustralia.com |
| Fiji (baggage inquiries) | aobaggage@ats.com.fj |
| Hong Kong (group reservations) | groupbookingsHKG@virginaustralia.com |
| Melbourne (baggage inquiries) | melint.baggage@aerocare.com.au |
| Sydney (baggage inquiries) | sydint.baggage@aerocare.com.au |
| international group reservations | groupsales@virginaustralia.com |
If you’re looking for special-purpose emails (for different airline departments), we’ve compiled them in the table below:
| Department | Virgin Australia Email |
|---|---|
| baggage claims | baggage.claims@virginaustralia.com |
| Virgin Australia Business Flyer | businessflyer@virginaustralia.com |
| Virgin Australia Holliday | enquiries@virginaustraliaholidays.com |
| Virgin Australia lounges | the.lounge.guest.enquiry@virginaustralia.com |
| Travel agents | va.agentshelpdesk@virginaustralia.com / vigs@virginaustralia.com |
| Mining and Resources Sales Team | miningresources@virginaustralia.com |
| Media public affairs | publicaffairs@virginaustralia.com |
| government sales team | federal.government@virginaustralia.com |
| Virgin Australia Cargo | cargo@virginaustralia.com |
Virgin Australia live chat
Currently, Virgin Australia does not provide support via live chat. However, if you wish to chat with a person from Virgin customer care, you can visit their Facebook or Twitter profile and chat via Facebook Messenger or Twitter DM.
Don’t wait on hold: message Virgin directly
Getting help from Virgin Australia over the phone often means long waits. So here’s our advice: before you start calling the helpline, try to get a quick fix by contacting them via social media channels. Many travelers are reporting that they get a quicker response by sending a direct message (DM) to Virgin about their issues. Most large airlines have teams of social media specialists, and in our experience, there’s no faster or easier way to get an issue solved.
To contact Virgin support on Twitter, visit their @VirginAustralia profile, then click the envelope icon to send a direct message.
To contact Virgin on Facebook, visit facebook.com/virginaustralia, then look for the Send Message button – it opens the Facebook Messenger window, where you can chat with the airline staff.
Never share personal details on Facebook public wall, or on Twitter feed. Always use the private Send Message button on Facebook or Direct Message function on Twitter to contact the airline.
When it comes to Twitter there’s one more trick to get in touch with the airline faster: mention @VirginAustralia in a tweet about your issue. Virgin team will often notice it immediately, ask you for a direct message, and respond privately. It’s a method we recommend if your issue is particularly urgent.
How to file a formal complaint?
Sometimes you may wish to formally file a complaint with the hope that someone will address your concerns quickly. Delayed or lost baggage, booking cancellations, problems with getting a refund, excessive fees or charges, etc. are some of the issues you may want to complain about to Virgin Australia.
To file a complaint you should contact the Virgin Australia Customer Relations department by filling out the online form. You should receive a response within a few working days.
If you are unsatisfied with how Virgin Australia settles your complaint, you can contact the Airline Customer Advocate (ACA). The ACA works as “the ombudsman” (an official appointed to investigate individuals’ complaints against a company) to help you resolve problematic issues or concerns with an airline and it provides a free and independent service to airline customers.
You can lodge a complaint directly on the ACA website or by email. To discuss your complaint you can call the ACA phone number 1800 813 129 (Australia).
If you live in the United States, you can file a complaint to the U.S. Department of Transportation’s Aviation Consumer Protection Division. In the United Kingdom, you can lodge a complaint directly with AviationADR – a dispute resolution scheme approved by the Civil Aviation Authority. Please note that it may take up to 90 days for the ombudsman to resolve your complaint.
Virgin Australia customer service FAQ
Q: Does Virgin Australia offer a call-back service?
A: The very useful call-back function is currently unavailable for Virgin customers.
Q: Is Virgin Australia customer service open 24 hours?
A: The main Virgin customer service is open 24 hours. Call centers located in other countries are usually operating from 9am to 5pm on weekdays and are closed on weekends and public holidays.
Q: What is Virgin Australia urgent/emergency phone number?
A: Virgin air doesn’t offer a dedicated emergency phone number. In case of urgent issues you should contact the main call center at 13 67 89.
Q: What is Virgin Australia phone number to book a flight?
A: To book a flight call Virgin customer service at 13 67 89.
Q: What’s Virgin Australia phone number to change a flight?
A: If you need to make changes to a flight, you can do it online by visiting the Manage Booking section on the virginaustralia.com website. If you need further assistance with changing flight, call the main customer service phone number: 13 67 89.
Q: What is Virgin Australia phone number to cancel a flight?
A: To cancel a flight you can call Virgin customer service at 13 67 89. However, an easier way to cancel a booking and request a refund is to use the virginaustralia.com website and log in to the Manage Booking section.
Q: What is Virgin Australia WhatsApp number?
A: Currently, Virgin does not provide a WhatsApp number for its customer service.
Q: How can I contact Virgin Australia headquarters?
A: To contact Virgin Australia head office located in South Brisbane, call the reception phone number at +61 7 3295 300031.
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