Frequently asked questions

• Where can I find information about Qatar Airways operated flights?

  Please view our Qatar Airways Partnership Hub for information on Virgin Australia flights between Australia and Doha, Qatar operated by Qatar Airways on behalf of Virgin Australia.

• My flight is delayed, what do I need to know?

  Find essential information on managing flight changes, cancellations and other travel interruptions on our disruption information page. 

  Visit our flight status page for updates on flight arrivals and departures.

  If you need to make a reimbursement claim related to a flight disruption, please submit your claim on our feedback form.

• I can't login to my Velocity account. Where can I get help?

  Visit Velocity member support for account maintenance and support. 

• Who do I contact about lost or damaged property?

  Checked baggage

  Delayed, damaged or lost baggage should be reported to Virgin Australia within the baggage reclaim area at the airport.

  Guests who are unable to report loss or damage at the airport should make a report in writing that includes a completed baggage claim form.

  The form must be printed, completed in full and returned to the applicable address indicated in Section 9 of the form, within the required time limits.

  For more information on submitting a mishandled baggage claim, see delayed, damaged and lost baggage.

   

  Other lost property

  Guests who believe that they have left an item on board the aircraft, at the boarding gate or in a Virgin Australia Lounge should report the lost item as soon as possible through our Baggage Contact Centre.

  A detailed description of the item, along with the flight number, seat number, and any other relevant information, should be provided to assist us in the search process.

  For items left behind in other areas of the airport not operated by us (e.g. security checkpoints, food, and beverage courts) you will need to contact the relevant airport authority or business for assistance in those areas.

   

  Our Virgin Australia Baggage Contact Centre can be contacted on:

  Calling from	Phone number
  Australia (Toll Free)	1300 170 911
  New Zealand (Toll Free)	0800 443 744
  USA (Toll Free)	1833 301 7565
  All other Countries (International Tolls apply)	+61 7 3295 2257

• How early can I check-in for my flight?

  Visit our check-in page for all information on check-in times and check-in options for domestic and international travel.

• What are my flight inclusions?

  Explore fare types, inclusions, and flexibility by selecting a fare type below. 

• How do I unsubscribe from Virgin Australia marketing?

  Use our Guest Unsubscribe Form to stop receiving Virgin Australia marketing emails, text messages and targeted online advertising in relation to your flights. 

• I need mobility or special assistance. What should I do?

  If you require mobility or other special assistance, please let us know. You can read more about our mobility assistance options and submit a request through our Specific service request form.