Submit feedback or a claim

Please use this form to submit general feedback, compliments or complaints which relates to a flown Virgin Australia flight.

You can also use this form to submit a claim under the Guest Compensation Policy. Please attach any applicable receipts or tax invoices to support your claim.

You can read about how we’ll handle your personal information below.

Virgin Australia Airlines Pty Ltd is collecting your personal information to process and respond to your request. We may share your information with other companies in the Virgin Australia Group, such as Velocity Frequent Flyer Pty Ltd. We ask that you only  share sensitive information with us, such as health information, where it is necessary for your request. If you do, you consent to us collecting and using that sensitive information to respond to your request. If you’re including personal information about anyone else, please make sure you have their permission. We’ll handle personal information in accordance with our Privacy Policy. It includes details about making a privacy complaint or an access or correction request, and when we may share personal information with third parties (including those located overseas).

Velocity Frequent Flyer

If you wish to submit an enquiry, give feedback about your Velocity Membership (missing points/status credit) or existing Redemption booking, please visit the Velocity Frequent Flyer contact form or call our Membership Contact Centre on 13 18 75.

Lost property

For items left on board the aircraft or at the boarding gate, please contact your nearest Virgin Australia Baggage Services office.

Baggage claims

If your feedback is related to a baggage claim, please download, print and complete the mishandled and/or damaged baggage claim form. 

Please send your completed claim to baggage.claims@virginaustralia.com. Our Virgin Australia Baggage Tracing and Claims Centre can also be contacted on: