Virgin Australia

Complaints

11 May 2024 NOTE: I have already lodged this complaint online via your Service Feedback function. I generally prefer Virgin but I had a major hassle booking a recent airfare (Gold Coast to Melbourne return). I wanted to use my Travel Bank credit ($214.11). This was one of my main reasons for booking the flight - to use the TravelBank before it expires. When selecting Travel Bank as the payment method the system tells me there is no Travel Bank connected to my Frequent Flyer account (i.e.; I CAN'T use it to partially cover this airfare). I called the service number on three occasions - going on hold on all three (the music on hold is terribly irritating). On each call I ran through all the various user accounts and numbers etc. (all of which I already knew to be correct and fully functional). None of the people who took my calls could rectify the problem and generally told me to log out and log back in etc. The problem is that the connection between my Travel Bank account and my Frequent Flyer account either doesn't exist or isn't functional for some reason. Of course, if this is the reason, I am not personally able to rectify it. As far as I know however this problem isn't because I have done anything incorrectly. Given that I cannot use my Travel Bank balance, through no fault of my own (as far as I know), and despite my repeated and polite efforts to obtain assistance from Virgin, I must ask that the balance of $214.11 be credited to my credit card (which is the card I used to pay for the airfare) immediately. I assure you I am not generally a complainer but, very simply, it's my money, and I would like it repaid to me please. I do not want a mere extension of time on the expiry date because it has been in Travel Bank for almost a year and I have not been able to use it. Please simply refund the money to me. Kind regards Maurice Gannon FF: 5880009083 Travel Bank: 8795043119184617 Mobile: (Australia) 0407 643 349

I flew from Sydney to Ballina a half hour flight that cost me $450 in Feb this year, there was no food or snacks, no soft drink, not even m and m's, I paid for a beer thinking it would calm my nerves but was given a warm can of mid strength ale that tasted terrible, now I believe I should get at least half of my money back for such a dreadful experience.

My wife and my sister in-law and I approached the customer service of the virgin lounge in Sydney this morning to gain access to the lounge as we are traveling to Melbourne on flightVA826. My wife and I both have Amex platinum cards . I have my physical card but my wife had a digital card only. We were refused access for the extra person as my wife did not have the physical card and they can’t guarantee the expiry of her card. The digital card showed all transactions that the card is valid but they still did not assist in the situation. We decided not to get in the lounge as we felt we were treated badly. Customer service is supposed to facilitate our experience and we were made feel very bad. Digital cards are the way of the future and there has to be a way to check validity without making customers feel as if they were cheating the system. Regards. Dr Mourad Nosir Virgin loyalty number 8480005965

Flight VA 0050, 30/04/2024, was overcrowded and understaffed. One of only two toilets available became unusable shortly after take off. A stream of coughing unwell people were lined up waiting their turn for the one toilet across the entirety of the flight. This customer has become very ill the day following flight. Her doctor has needed to give her 10 days off work for influenza caught because of the unhygienic, poor health practices on the plane. This has caused frustration and pain. Also, plane was inadequately provisioned for 6 hour flight. No hot meals available. By the time the trolley was rolled to the back half of the plane, all that was available were Pringle chips and drinks. This is unacceptable in terms of service and wellbeing of passengers.

I paid for a seat on VA466 5//5/2024 BNE to PER Karen Abbott seat 8C then I was moved to another with no explanation I am so upset booking reference ELQOS

So my mother in law is not very computer savvy so I helped her in her request to get a refund or future flight credits in her name whilst she was visiting me in qld from nsw. I finally got it to this stage and replied and thought that's it all done and she went back home to nsw and I stopped checking her emails as i thought right the transfer of credit is approved and virgin and her can sort out delivery to her name. then two weeks later virgin australia sent an extra email requesting DOB and vicki didn't notice the email and virgin didn't follow up or call her or me or email me and so then the transfer of credit fell over. I am very annoyed that the matter was resolved I provided the requested info and nearly two weeks later you come back asking for DOB and don't follow up why you didn't get that info. We just want the credit promised to vicki and yes her dob is 27/5/1955. to even get to the stage below was a huge deal . we emailed in copy of death certificate then you requested a copy of probate which is ridiculous EMAIL TRAIL ABOUT THE DOB FIASCO Certificates <certificates@virginaustralia.com> Fri, Apr 28, 2023, 2:59 PM to me Dear Vicki, I hope this email finds you well. Please be advised that your request to transfer the Future Flight credit of your husband under your name has been approved. Therefore, for us to create your Future Flight Credit, kindly respond to this email and provide the information listed below: Email address Home address Phone number Vicki Cummins <vickiacummins@gmail.com> Fri, Apr 28, 2023, 3:41 PM to Certificates Hi, Here is the info requested - Vickiacummins@gmail.com 5 Christpher Cresent Lake Haven NSW 2263 0478005467 Thanks, Vicki Certificates <certificates@virginaustralia.com> Mon, May 8, 2023, 12:14 PM to me Dear Vicki, Thank you for your email response. To complete your request, kindly provide your Date of Birth. Vicki Cummins <vickiacummins@gmail.com> Sun, Jan 28, 7:45 PM to Certificates Sorry for the late reply. I am not computer savvy and had to get my daughter in law to help when I visited her in qld . My dob is 27/05/1955 Thx Vicki THIS IS THE EMAIL TRAIL REGARDING PROBATE FIASCO Certificates <certificates@virginaustralia.com> Tue, Feb 21, 2023, 11:50 AM to me Dear Vicki, I hope this email finds you well. Please be advised that we are waiting for the Grant of Probate for us to proceed in processing your request. Thank you for taking the time to contact us. We are looking forward to hearing from you soon. Vicki Cummins <vickiacummins@gmail.com> Tue, Feb 21, 2023, 12:38 PM to Certificates Hi Charles, The cost of getting a grant of probate is very prohibitive. It costs a lot of money and is a long, lengthy process which exceeds the amount of money I want returned from Virgin Australia. Is a copy of the Will good enough instead? Here is info I found out about getting Grant of Probate. It must be an unfortunate but common occurence that someone passes before they fly and their estate seeks a refund or credit and it should'nt have to extend to getting a Grant of Probate. We rang the NSW Justice system and they confirmed the costs listed below, explained in detail how grant of probate is a special thing not commonly requested at all. Please can this be resolved, I am willing to escalate this matter further if necessary. https://www.supremecourt.justice.nsw.gov.au/Pages/Current-fees.aspx (uncontested) - Summons for Probate/Adminstration/Reseal NOTE: Fees calculated on the gross value of the NSW assets only Probate (less than $100,000) $0.00 Probate ($100,000 or more, but less than $250,000) $772.00 Probate ($250,000 or more, but less than $500,000) $1,048.00 Probate ($500,000 or more, but less than $1,000,000) $1,607.00 Probate ($1,000,000 but less than $2,000,000.00) $2,141.00 Probate ($2,000,000 or more but less than $5,000,000.00) $3,568.00 Probate ($5,000,000 or more) $5,948.00 Other probate fees Lodging a Caveat against a Grant or Reseal $46.00 $92.00 Summons for Revocation of a Grant $1,160.00 $3,175.00 Notice of Motion to file Accounts $424.00 $971.00 Contest a Probate matter - Summons or Statement of Claim $1,160.00 $3,175.00 Thank you, Vicki Cummins

My wife and I were at the departure gate at 04:30 for a 07:15 departure for Sydney from Perth. This is over two hours waiting For some reason we missed the boarding. My complaint is why were our names not called, they would have a record of everyone on that flight. I have heard other people been called for flights by Virgin? This was our honeymoon and we were forced to buy another ticket at over a $1000.

I booked 2 tickets to fly on 17th December 2022 business class. Virgin contacted me a few weeks prior to the flight that there is no business class available on that flight after I already paid for the tickets. I was given two economy flight seats for that flight. Virgin said that they will refund me for the difference in price of the tickets. My refence number is ADPESC. Up to date I have been refunded. I have made 4 phone calls since then and still have not been refunded.

I was booked to return from Coolangatta to Sydney on flight VA 544, 7:20pm on 5 April. The flight was delayed for a few hours, then cancelled for that evening, and scheduled for the next morning. There was some inconvenience from the waiting and then late cancellation - as well as transport costs from the Airport. It would be good in Virgin provided some refund or voucher in acknowledgment of these late issues.

On the 8th April, I purchased online 3 choice tickets to Darwin from Brisbane.It was unclear about luggage, I accidentally purchased extra luggage. I Immediately phoned customer service and was told I could only get a credit. ACCC law states that if the customer knew what they were purchasing at the time of purchase then they would not have purchased it. I am requesting a refund of $210.00 dollars for extra luggage that I did not want or need over a credit voucher due to my consumer rights. Yours faithfully Annette Paterek Anniepaterek@bigpond.com 0438854634 Please contact me