Contact Virgin Australia customer service
Contact Virgin Australia (VA) customer service for booking changes, refunds, Velocity Frequent Flyer, baggage claims, delayed flights and disruption compensation. Phone numbers, opening hours and support channels for Australia's second-largest airline.
Inside Virgin Australia customer service
Virgin Australia is Australia's second-largest carrier after Qantas. Following the 2020-2021 restructuring under Bain Capital, the network refocused on Australian-domestic and trans-Tasman with limited long-haul (Bali, Tokyo).
Virgin Australia channels: which to choose
Picking the right channel for Virgin Australia significantly cuts wait time. This guide shows where to start for each type of request.
Velocity Platinum members get a 24/7 dedicated line. The general line routes through the standard 13 67 89 number.
Virgin Australia's app handles seat changes and Velocity redemptions.
Frequent flyer programme
Velocity
Frequent flyerVelocity Platinum is the top tier.
Strengths and watch-outs
Works well
- Post-Bain restructuring stabilised operations.
- Velocity is widely used as a flexible Australian FFP with multiple partner airlines.
At a glance — Virgin Australia
Virgin Australia is hubbed at Brisbane (BNE), Sydney (SYD), and Melbourne (MEL). The Boeing 737-800 and 737 MAX fleet covers Australian-domestic plus trans-Tasman and selected international.
- HQ
- Brisbane, Australia
- Primary hub
- Brisbane Airport (BNE)
Common Virgin Australia support topics
Most calls to Virgin Australia customer service fall into four categories: baggage (lost, damaged or delayed luggage), refunds (after a cancellation or schedule change), name and booking changes, and same-day disruption (delays, rebookings, missed connections). Each has a different best channel — phone is usually wrong for the first two, and the right channel for the last two.
For a detailed walk-through of each scenario — including timelines, what evidence to collect, and which jurisdictional rules apply — see our editorial guides:
- Airline baggage claims: lost, damaged and delayed luggage — the 7-day deadline, Montreal Convention limits, and how to file a PIR.
- Airline refunds and vouchers — when you're owed cash (not a voucher), how long the airline has, and how to dispute a refusal.
- How to reach airline customer service fastest — channel-by-channel playbook with IVR tactics.
Frequently asked questions about Virgin Australia
- What is Virgin Australia's customer service phone number?
- Virgin Australia customer service can be reached at +61 7 3295 2296.
- Where can I find Virgin Australia support online?
- Visit https://www.virginaustralia.com/ for official support options.
- Does Virgin Australia customer service offer support in English?
- Yes, Virgin Australia offers English-speaking customer service. Call +61 7 3295 2296 for support in English.
- Is Virgin Australia customer service available 24 hours?
- Virgin Australia customer service is not always available 24 hours a day. Check the opening hours section on this page for the current schedule.