V Australia

Virgin Australia got us into buying tickets to get on a plane twice, saying we hadn't payed the first time, which they then later found out we had. Strangely that happened right after the plane had taken off. Go figure!

Despite buying double sets of tickets, we weren't allowed on the plane anyway, despite having paied just minutes before checking in the second time.

To top it of, they would refund anything or give any compensation, even though they later admitted it was all their fault.

Basically Virgin Australia has cost os about 3400 Aus dollars, and filled us with countless lies during the 2-3 days we were stranded in Vanuatu.

Continuously, they won't send us the papers we need for our insurance. We've been promised these papers for a week now, but nothing comes from them.

Do yourself a favor: don't travel with Virgin Australia - unless you want to loose a lot of money!

On Tuesday 29th Jan 2013, the flight that I booked with Virgin Australia was cancelled due to a Cyclone on Australia's east coast. My flight was at 9:10am.

I was advised by email not to go to the airport and a Virgin Rep would contact me in relation to recovery options. I was also told by a Virgin Rep on hand at the Airport to book another flight home.

I booked another flight home later that day with Qantas. I note no virgin Rep contacted me.

I contacted Virgin last week and they responded saying they wont be refunding as they rescheduled me on a flight later that day. THEY DID NOT EMAIL, TEXT or CALL to notify me.

I have had to engage the NSW department of fair trading to assist with refund.

Hands down the worst customer service ever. Someone should advise Mr Branson, that Australia Law does not permit someone to charge for a service and then not provide the service.

Virgin Australia you are a disgrace.

In September 2013 we booked a flight to Hong Kong for January 2013 from Adelaide using Virgin Atlantic and partner Airline Virgin Australia.

Virgin Australia were unprepaired to allow us to chose any seat allocation for their legs between Adelaide and Sydney and the return, either on line or by phone.

We were told to arrive at the counter and see what we would be offered on the day.

at 5 00am 17th Jan 2013 we arrived at Adelaide Airport and spent 20 minutes trying to get booked in. The counter staff member was very pleasant but vey stressed with a new system.

We were advised there was no provision for us to Transfer at Sydney to our Virgin Atlatic Flight so our baggage would need to be picked up by us and we would need to hold it until check in 4 hours later.

I have never had this experience before with any other Airline. The outcome was we were unable to see friends as planed and had to queue for recheckin in Sydney.

On our return 22 Jan 2013 at Virgin Transfer desk an abrupt " Elizabeth" advised us after a 9 hour fight that we had no booking registered with Virgin Australia.

Even after being provided with all the paper work she refused to consider we were booked back.

It was only after another staff member interviened that she resolved it and provided us with rear seats very grudgingly.

We maintained a polite demeanor although it was with great fortitude.

I have advised that Virgin Atlantic if they want to retain overseas passengers who are not from Sydney they should look for another carrier who will respect passengers with a real service.

regarding my flight from abu dubai to sydney all was going as scheduled until when we were about to land at sydney airport there was an announcement made that we couldnt land due to air traffic and weather conditions my arrival time was meant to be 6.30 am and then another announcement that we needed to refuel and had to go to brisbane airport which made matters worse because i had family members waiting for my arrival anyway we flew to brisbane airport and refuelled then another announcement that was made that said that the crew were tired and needed to rest i dont think anyone thought about us we had get out of the plane and mind you we had to walk to the terminal there were people in wheelchairs which was very dissappointing the time was now 7.30 am we had to sit on chairs and wait for our flight

the only thing we were offered was a $8 voucher and nothing else everyone was tired as the flight from abu dubai to sydney was 13 hours no other arrangements were made finally announcement was made that our flight to sydney was on the time was now 4.30 pm around 9 hours sitting on chairs i think that we were not treated fairly i think there could have been better arrangements made

My flight to Los Angeles was fine. We left on time, the in flight entertainment was great and the food was fine (for an airline). However, they changed the departure time of my return flight and told me I would be leaving from my stopover in Melbourne 2 hours later. Initially I said this was fine, however, I later realized this did not get me to Perth early enough. I tried to all and cancel this flight as this no longer suited my schedule. I was told nothing could be done and there was no supervisor to speak with. If anything goes wrong with a V Australia flight, even if it is not your fault, there will not be anybody to assist you. Pathetic customer service and no room for flexibility. Not worth the initial savings later on since I was not even refunded or provided an alternative flight due to their own problems. I have gotten better service from airline like United and Delta (which is saying a lot).

The flight was delayed by 15 mins due to unnavoidable circumstances but this was ok as the flight was due to arrive early anyway. The only positive thing i can say about this fight is: great for entertainment during the flight. As we were due to take off at 10:45, we were up at 5am to beat rush hour traffic to arrive '3 hours' early, as advised by VAustraia staff, as it is busy at that time of day. Had breakfast at the airport (as you do) at about 8am, expecting lunch shortly after departure. This was not the case. Meal was served approx 2-3 hours after departure and we were starving at this point. When we asked about snacks, we were told that snacks could be found in a central location when it is put out but you had to be lucky to get any as people near this 'central location' were like hawks. Once again, we asked about snacks and we were told a snack would be served in 15 minutes. This was the longest 15 minutes of our lives (more like an hour)and had a small chicken sandwich served to us. Breakfast (USA time) was served approx 2 hours before landing, which is really a long time between meals when you are on a 14 hour flight. There were also NO footrests in front of the cheers and being 5ft, this was not at all comfortable and could not get any sleep. The tickets were booked online and seats in row 44 were reserved. After check-in, i realise that we were in row 48 so every time the toilet door opened we had a lovely woft of toilet air come our way.

This airline has the WORST customer service I have ever encountered. I was given bad information by a V Representative prior to my ticket purchase and the airline refused to help me in any way. When I politely asked if I could speak with a supervisor, I was told NO. I will never fly V Australia again and I would never recommend them to anyone.

The content of my luggage got stolen (lock missing on the luggage). I try to contact baggage claim numerous time but customer service is hopeless (polite but hopeless) . I was told the process usually takes a couple of days and someone would contact me back. A week later, I still have not heard anything. I have been calling everyday but the line is either engaged or I get cut off mid conversation or if someone answers, there is still no answer as to what is happening with my claim. The price is good but be aware that it is still a low cost airline with a lore cost service.

I could not board the plane because they said I need an Australian visa just for transit in Australia (I'm not going to Australia). I was not told of this silly requirement when I booked my ticket. When I called V Australia to ask for a refund, they said it's not their responsibility to tell customers of this requirement and that the entire ticket is now invalid and there's no refund. To be fair, I should have checked that a transit visa is need. However, this requirement is not very common (it would be a nightmare if we need a transit visa for every country our plane stops), and so they should let us know of it, either explicitly on their website or when we purchase the ticket.

Have done 3 business class Aus-USA-Aus trips with V. 2/3 of time great service, 1/3 of time standard service. Biz beds seem more narrow that Qantas, but much more flat (better sleeping on V). Just had indicative exp.....delayed Vegas-LAX flight on Delta (hopeless in my limited experience) left us with 25 minutes to get from Term 6-Term 3 at LAX....sprinted through parking lots to V counter (thankfully know LAX well)...told by initial staff we were too late, demanded supervisor....he cooly got us through with about 30 seconds to spare on our flight...brilliant service (but had to ask for it). Just hoping they hold the biz class fares down in the future, we really like them.