Virgin Australia Reviews | Opinions of Virgin Australia shared by travelers



Virgin Australia

Virgin Australia logo
IATA code:VA
ICAO code:VAU
Alliance: Virgin
Overall Satisfaction:
3.1 out of 5
55.6% of people who wrote a review recommend flying with Virgin Australia.
55.6% of people who wrote a review think Virgin Australia offers a good value for money.
38.9% of people who wrote a review think Virgin Australia offers a excellent customer service.
Classes of service
Economy
83.3%
Business
16.7%
First
0%
Customer Service
Excellent
38.9%
Good
22.2%
Satisfactory
0%
Poor
11.1%
Very Poor
27.8%
Virgin Blue was rebranded as Virgin Australia on May 4, 2011. V Australia, a long haul international airline, was absorbed by Virgin Australia on 7 December 2011 and ceased to operate under the V Australia name. The New Zealand-based airline Pacific Blue was also rebranded and absorbed into Virgin Australia in December 2011. You can now submit your review for V Australia, Pacific Blue and Virgin Blue on this page.
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#1
50.3 total score
32 reviews
41% Recommended
50% Value for Money
2.9/5 Customer Service
#2
46 total score
36 reviews
36% Recommended
33% Value for Money
2.9/5 Customer Service
#3
61.2 total score
18 reviews
56% Recommended
56% Value for Money
3.3/5 Customer Service
#4
29.3 total score
1 review
0% Recommended
0% Value for Money
4/5 Customer Service
#5
27.2 total score
8 reviews
13% Recommended
13% Value for Money
1.9/5 Customer Service
#6
19 total score
8 reviews
0% Recommended
13% Value for Money
1.4/5 Customer Service
#7
31 total score
27 reviews
19% Recommended
33% Value for Money
1.8/5 Customer Service
#1
75.8 total score
15 reviews
73% Recommended
73% Value for Money
3.9/5 Customer Service
#2
61.2 total score
18 reviews
56% Recommended
56% Value for Money
3.3/5 Customer Service
#3
50.3 total score
32 reviews
41% Recommended
50% Value for Money
2.9/5 Customer Service
#4
46 total score
36 reviews
36% Recommended
33% Value for Money
2.9/5 Customer Service
#5
100 total score
1 review
100% Recommended
100% Value for Money
5/5 Customer Service
#6
29.3 total score
1 review
0% Recommended
0% Value for Money
4/5 Customer Service
#7
27.2 total score
8 reviews
13% Recommended
13% Value for Money
1.9/5 Customer Service
#8
19 total score
8 reviews
0% Recommended
13% Value for Money
1.4/5 Customer Service
#9
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#10
31 total score
27 reviews
19% Recommended
33% Value for Money
1.8/5 Customer Service
#1
86.9 total score
7 reviews
86% Recommended
86% Value for Money
4.3/5 Customer Service
#2
69.8 total score
6 reviews
67% Recommended
67% Value for Money
3.7/5 Customer Service
#3
61.2 total score
18 reviews
56% Recommended
56% Value for Money
3.3/5 Customer Service
Not rated

Virgin Australia Reviews

"Treated like dirt!"

Review

My wife and I have been using Qantas in the past on a yearly basis to visit our family in Australia. We used VAustralia airline on the last two occasions. On our last flight from LAX to Sydney and back again, customer service was horrible. Cabin staff, including ground crew, were very rude and treated us like dirt. Especially the ground crew in Sydney dealt with us in a Gestapo like fashion. During the flight, when asked for an additional pillow, we were told none are left, yet later on they were carrying pillows to the back of the plane. They changed their rules as they felt. The food was horrible and on flight to Sydney we were offered a snack during the flight between breakfast and dinner, but not on the flight to LAX. The seats were so hard that after few hours it became incredibly uncomfortable and unbearable to seat. During the flight to Sydney, air conditioning was left on at full blast and although both of us were heavily dressed, we froze by the time we arrived to Australia. I did ask stewardess if she could tone it down a bit but I was told it couldn’t be controlled. I could go on and on about our horrible experiences with VAustralia. Bottom line, I have informed my family on both continents about it and to be aware. We fly regularly to Australia to visit our families and we will never be using this airline again. Wrote to corporate offices about it, and with no surprise, they just shrugged us off.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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Mon, 06/04/2012 03:32 PM
5 years ago

I have already flown with Virgin Australia and found their customer service quite good. But I believe you can travel with some staff who are not always happy to work some days. I have already noticed that ground staff often are more unfriendly than inflight staff. I am not sure Qantas or other airlines flying the same route have a better service.

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"Amazing airline"

Review

Wait for a special and you can get a return flight to America for around $1000 bucks!! So helpful, loads of inflight entertainment!! Will fly again

Conclusion
Value for Money:Yes
Customer Service:Excellent
Cabin:Economy Class
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"This airline has a great culture"

Review

Its refreshing to board Virgin Australia where the crew are excited to meet you and help in any way they can.
I would have given it a 5 rating except their schedule isnt strong enough. Hopefully it will improve because I never want to have to get on Jetstar.

Conclusion
Value for Money:Yes
Customer Service:Excellent
Cabin:Economy Class
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"Appaling customer service."

Review

Seats were lousy, food was lousy (for what it cost), service on the plane was so-so, customer service on the ground was rude, uncaring, and very unprofessional.

Conclusion
Value for Money:No
Customer Service:Poor
Cabin:Economy Class
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"Excellent customer service"

Review

I recently had to make significant changes to an existing booking via the customer service call centre. The help, advice and service I received made me feel like a VIP. Nothing was too much trouble. I was treated as a valued customer. I was even offered advice about saving money on the change of booking fees. The friendly, professional and personal service is very much appreciated. Many thanks!!!!!

Conclusion
Value for Money:Yes
Customer Service:Excellent
Cabin:Economy Class
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"Horrible pre-flight, good flights"

Review

VA changed my itinerary times and routes on me 4 or 5 times prior to flying. At each stop on the way to my destination I had to talk to the check-in or gate personal to verify and clarify "issues" with my ticket. Issues that VA had created by changing my tickets. I ended up flying on a different day because of their routing rescheduling. They never offered an apology or compensation, even if it was going to force me to stay overnight or miss a meeting. The business model that an airline can change the itinerary on you at will at no cost, but if if the customer attempts a change there are fees everywhere is very very flawed.

All individual personnel were very friendly.
The inflight food and entertainment systems were very good.

It doesn't make up for the frustration and hours and hours over several days spent on the phone trying to work out the changes they made to my itinerary. (try changing your routes on flights not yet booked by customers)

Conclusion
Value for Money:No
Customer Service:Good
Cabin:Economy Class
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"Best flight i've ever had."

Review

On March 23, 2011 I flew DJ544 from the Gold Coast to Sydney in a brand new Embraer E190 aircraft.

These are the things I noted:

- Virgin Blue had offered the cheapest available flight for the particular day I wanted to travel.
- Boarding and deboarding times were significantly faster than with any other Australian airline.
- Standard economy seating was very roomy and enjoyable. At no point did I feel like I was actually in a normal economy cabin.
- Customer service was fantastic, although an announcement giving notice of when lights go on/off (as other airlines do) would have perfected it.
- Food and drinks were served at an astoundingly great speed.
- The menu, which the crew mentioned had only been updated this month, consisted many desirable items at adequate prices.
- Items ordered off the menu lived up to the hype around them, particularly 'Karmarama' - a unique fruity juice combination with ginseng.
- No in flight entertainment was included as the E190 is only a regional jet. However, some kind of sound system (even just over the PA) would have been preferable.
- Overhead panels and lockers are lower than on 737 and A320 cabins. This is good, as things are easier to reach for the time in which you're seated. However, do watch your head as you stand up to move about the cabin.
- Ground crew were able to move passenger baggage to the carousel quite quickly, meaning I was able to get out of the airport much faster than I otherwise would.

My overall thought: If the route you're flying is serviced by a Virgin Blue Embraer E190 jet, then you should go out of your way to get this flight for shorter routes, as it will be the best flying experience you'll have. For longer routes, consider bringing your iPod.

Conclusion
Value for Money:Yes
Customer Service:Excellent
Cabin:Economy Class
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"Very pleasant experience"

Review

I travelled with my family on a modern and clean plane with great entertainment system. We prebooked our seats to be sure to have the best seats available with generous legroom and the ability to have the four of us seated together.
Very good crew, the staff were friendly and helpful. I liked the food and drinks served on board. Good value for money.

Conclusion
Value for Money:Yes
Customer Service:Excellent
Cabin:Economy Class
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