Airline & Safety Ratings
In Flight Product
- Complimentary meals, snacks, juice, water, tea and coffee on all domestic flights; Alcoholic beverages served complimentary on transcontinental flights and between 5 and 7pm on all other flights Monday to Friday; other drinks and snacks available for purchase from the on board menu; Dietary requirements for complimentary meals/snacks not catered for but snacks catering to dietary requirements can be purchased on-board from the menu
- In flight entertainment through onboard Wi-Fi progressively being rolled out - passengers can stream content from the on board library to their own personal tablet or smart device free of charge; some aircraft feature seat back screens with 24 live Foxtel channels avaialable for free; Audio Video On Demand through seat back screens on A330 aircraft
- Seat pitch of 30 to 31 inch and 17 inch width with 4 inch seat recline; seat recline of 5 inch on A330s
- Blankets and pillows not available
- Baggage allowance of 23kg which may need to be purchase depending on fare level
- Meals and beverages served and snacks available for purchase from onboard snack kiosk
- Audio/Video On Demand and USB ports
- Seat pitch of 32 inch with 6 inch recline or for an extra fee passengers can purchase economy plus seats that have an 84 inch seat pitch. Economy plus passengers also get priority meals, noise cancelling headphones and guaranteed locker space overhead.
- Blanket, pillow and amenity kit provided
- Baggage allowance of 23kg included in fare
- As with domestic economy with the addition of an included meal service
- Superior meals and alcoholic beverages served; three-course meals and snacks served on all flights; welcome drink served - alcoholic and non alcoholic
- Audio Video On Demand through seat back screens on the A330 and hand held devices on the 737 and E190 aircraft; On selected aircraft in flight entertainment can be streamed to passengers own personal device; noise canceling headphones provided
- Seat pitch of 38 inch on 737s and E190 that recline significantly more than in economy but not into beds; seat pitch of 60 inch on A330s with most transforming into a lie flat bed; seating in 2-2 configuration on 737s and 1-2 on Embraer
- Newspapers offered
- Blankets, pillows and amenity kit provided on A330s and on flights over 3 hours on 737s and E190 aircraft
- Baggage allowance of 32kg
- Operated by Boeing 777 aircraft
- On demand restaurant quality meal and beverage service as well as access to in flight bar
- Audio/Video On Demand and noise canceling headphones, USB port and in seat power
- Seat pitch of 77 inch which transform into fully lie flat beds with privacy screens; New product features 1-2-1 seating in a herringbone configuration to give every passenger complete privacy and aisle access. Flat bed length over 200cm with mattress to put over bed for extra comfort
- Doona, pillow, sleep suit and amenity kit provided
- Lounge access and eligibility for limousine drop off service from home/hotel to airport
- Baggage allowance of 32kg
- Similar to Domestic Business Class with the following additions
- Blanket, pillow and amenity kit provided regardless of flight time
International premium economy
- Available only on 777s
- Meals and beverages served; bar and snack bar access available
- Audio/Video On Demand, USB port and in seat power
- Seat pitch of 41 inch with 8 inch recline and footrest
- Blanket, pillow and amenity kit provided
- Baggage allowance of 23kg included in the fare
- Originally named Virgin Blue, first flight was from Brisbane to Sydney on August 31st 2000
- Australia's first major and successful low cost airline
- Launched international arms to New Zealand and the South Pacific in 2004
- Launched long haul, full service international division named V Australia in 2009
- Commenced change from low cost carrier to self proclaimed 'new world carrier' in 2011 positioning itself somewhere between low cost and full service carrier
- Changed name to Virgin Australia on May 4th 2011
- Singapore Airlines bought 10% stake in October 2012.
- Bought Perth-based Skywest Airlines and 60% share of Tiger Airways Australia in same year
- Has over 80 aircraft and through alliances with Air New Zealand, Singapore Airlines, Etihad and Delta Airlines now offers truly worldwide travel options
- 3,000 weekly flights to more than 30 Australian cities, holiday and regional destinations
- Code share arrangements give passengers seamless connection to global networks
- Airfares remain competitive despite upgrade in product
- Good reputation in terms of staff and customer service
- The long haul product on the 777 aircraft and domestic A330 service is worthy of seven stars
- ATR 72- 500
- Embraer E190
- Fokker 50
- Fokker 100
Cancellations and lengthy delays
If your flight is cancelled, VA will offer an alternative flight on our services to get you to your destination at no additional cost. If your flight is delayed, you will be entitled to refreshment vouchers at 2-hour intervals while you are in the airport awaiting your delayed service. If the delay is 2 hours or more, you will be able to move to another Virgin Australia service to the same destination at no further cost. If your service is delayed until the next day and you are not at your home port, we will pay for hotel accommodation and transport to/from the hotel. We will also pay for up to $50 per room per night for meals.
Where your flight is delayed or cancelled as a result of an Event Beyond our Control such as political unrest, weather delays, natural disaters and strikes, whether you have checked in or not, the compensation as outlined above does not apply. VA will endeavour to rebook you on the next available flight on our services at no additional cost to you, alternatively, if we are unable to rebook you on services acceptable to you, we will refund the applicable fare. We will not be responsible for paying any other costs or expenses you may incur as a result of the delay or cancellation
Airline flights may be overbooked. This means there is a slight chance that there may be more reservations than available seats on your flight. In these circumstances, we will offer an incentive for volunteers not to travel on their booked flight. If there are not enough volunteers, we may need to deny boarding to one or more Passengers involuntarily.
You will be entitled to refreshment vouchers at 2-hour intervals while you are in the airport awaiting your service.
If we’re unable to offer you an alternative flight until the next day and you are not at your home port, we will pay for hotel accommodation and transport to/from the hotel. We will also pay for up to $50 per room per night for meals.
For Domestic and Short Haul International flights, if you are not moved to an alternative Virgin Australia flight that is within 2 hours from your original departure time, you will be provided with a credit. The value of any credits will be determined by Virgin Australia (consideration will be given to your departure port and disruption time).
Passengers also have the choice to take a refund. No other compensation will be offered if a refund is taken.
For passengers denied boarding in the US, click here for information on compensation
If damage to the baggage is of a kind that can be immediately ascertained (such as broken wheels or handles, tears or missing contents) or the bag itself is missing, the passenger must, on the same day and before leaving the arrival hall report the damage/loss to either the VA counter or other baggage services. If your baggage has been delivered to you late after being lost, you can apply to VA together with the documents indicating the expenditures you have made until the delivery of your baggage for reimbursement.
The airlines liability for the destruction, Loss of, damage to or delay in the carriage of baggage, subject to applicable defences, is as follows:where the Warsaw Convention applies, our liability is limited to 17 SDRs (approximately EUR20) for each kilo of a passenger's checked baggage and 332 SDRs (approximately EUR380) for a passenger's cabin baggage; where the Montreal Convention applies, our liability is limited to a total of 1,131 SDRs (approximately EUR1,272) per passenger for both checked and cabin baggage together. However, in the case of unchecked baggage, we are only liable if at fault.
Lengthy Tarmac delays at US airports click here
See the airline Conditions of Carriage here
For details of legislative obligations under EU regulation click here
NOTE: Conditions of Carriage refer to the country of origin and may not be applicable to all jurisdictions.
To lodge a complaint with the airline, click here
To lodge a complaint with the EU click here
* This is to be used as a guide only. We strongly recommend that you read the airline's terms and conditions at the link above. All complaints are to be lodged with the airline directly and not with AirlineRatings.com. Whilst we will endeavour to keep this information accurate and up to date, we can not guarantee it's accuracy and can not be used by the public in their lodgement of a complaint for compensation against any airline
Click here for more information about our Virgin Australia reviews and safety ratings system.