Virgin Australia

Virgin Australia has established itself as a dynamic force in the aviation industry, bringing a distinctive touch of flair and exceptional service to the skies down under. Originally launching at the turn of the millennium, the carrier has evolved from a spirited low-cost operator into a major full-service airline that competes on quality, comfort, and reliability. Today, it connects travelers across the vast Australian continent and international hubs, blending rigorous safety standards with the friendly, energetic culture the Virgin brand is famous for.

History and Evolution
Founded in 2000 as Virgin Blue, the airline began with just two aircraft and a mission to bring affordable fares to the Australian market. Over the decades, it underwent a significant transformation, rebranding in 2011 to Virgin Australia. This shift marked its transition into a contemporary full-service carrier, designed to appeal to corporate travelers and holidaymakers alike while retaining its competitive edge.

Network and Fleet
The airline operates a comprehensive network that covers all major Australian capital cities and key regional centers. Its frequent services connect the main hub in Melbourne with busy routes to Sydney, Adelaide, and the Gold Coast. Internationally, the carrier facilitates travel to nearby destinations such as Auckland. The fleet is primarily composed of the Boeing 737 family, a workhorse chosen for its reliability and efficiency on short to medium-haul sectors.

Company Values and Mission
Virgin Australia focuses on delivering a seamless and enjoyable travel experience, often highlighting its "Virgin Flair"—a commitment to intuitive and friendly customer service. The airline places a high value on innovation, demonstrated through its popular Velocity Frequent Flyer program, which rewards loyal passengers with a wide range of redemption options and status benefits.

Safety and Achievements
Safety is the core priority for the airline, which maintains a rigorous maintenance program and adheres to high operational standards. It consistently receives top-tier ratings from independent safety monitors like AirlineRatings.com. Over the years, the airline has been recognized with various awards for its cabin crew service and excellence in domestic aviation, solidifying its reputation as a traveler favorite in the region.

For travelers in the United Arab Emirates, connecting with Virgin Australia is primarily done through their international support channels. As the airline does not currently operate its own aircraft directly to the UAE, it serves the region through strategic partnerships, most notably with Etihad Airways. Consequently, there are no standalone Virgin Australia storefronts in Dubai or Abu Dhabi, and inquiries are best handled via their global contact center or official website.

Official Website

• Website: www.virginaustralia.com

Contact Information

Since there is no dedicated local call center in the United Arab Emirates, please use the international contact details below. English is the primary language for support.

• International Guest Contact Centre: +61 7 3295 2296
  (Standard international call rates apply. Recommended for booking changes, Velocity Frequent Flyer inquiries, and general support.)
• Ticket Booking: +61 7 3295 2296 or book online
• Baggage Claims Email: baggage.claims@virginaustralia.com
• Mobile App: Virgin Australia App (Available on iOS and Android stores)

Social Media

For quick updates or alternative support, you can reach out via official social media channels:

• Facebook: facebook.com/virginaustralia
• X (Twitter): twitter.com/VirginAustralia
• Instagram: instagram.com/virginaustralia
• LinkedIn: linkedin.com/company/virgin-australia

Local Offices in United Arab Emirates

Virgin Australia does not maintain a dedicated physical office or ticket counter in the UAE. Ground services and check-in for codeshare flights departing from Abu Dhabi (AUH) are typically handled by their partner, Etihad Airways.

• Airport Desk: Please visit the Etihad Airways service counters at Zayed International Airport for day-of-travel assistance on codeshare flights.

Emergency & 24/7 Support

• 24/7 Support: The International Guest Contact Centre (+61 7 3295 2296) is available 24 hours a day, 7 days a week to assist travelers worldwide.

Virgin Australia offers a baggage policy designed to provide flexibility for different travel needs, whether you are flying light for a weekend getaway or packing for a long-haul vacation. Understanding the allowances for your specific fare class—Economy Lite, Choice, Flex, or Business—is the key to a smooth journey. Policies may vary slightly depending on your route and Velocity Frequent Flyer status, so it is always recommended to check your specific ticket details before heading to the airport.

Carry-On Baggage Allowances

For all domestic and international short-haul flights, carry-on limits are strictly enforced to ensure safety and comfort in the cabin. Passengers are also permitted one small personal item, such as a laptop bag, handbag, or small backpack, which must fit under the seat in front of you.

• Economy Class (Lite, Choice, Flex): You are generally allowed one standard carry-on piece weighing up to 7kg. Alternatively, you may bring two smaller pieces (e.g., a briefcase and a garment bag) provided their combined weight does not exceed 7kg.
• Business Class: Travelers in Business Class, as well as eligible Velocity Gold and Platinum members, enjoy a more generous allowance. You may bring up to two pieces of carry-on luggage with a combined total weight of 14kg, provided no single item weighs more than 7kg.
• Dimensions: A standard carry-on bag must not exceed 56cm (length) x 36cm (width) x 23cm (depth).

Checked Baggage Limits

Your checked baggage allowance depends on the fare bundle you selected during booking. If you are traveling through the airline's main hub in Melbourne or other major cities like Sydney and Brisbane, standard rules apply.

• Economy Lite: This "seat-only" fare does not include a checked baggage allowance. Bags must be purchased separately for an additional fee.
• Economy Choice & Flex: These fares typically include one checked bag weighing up to 23kg.
• Business Class: Guests flying Business Class are entitled to two checked bags, each weighing up to 32kg.

Excess Baggage Fees

If your luggage exceeds the weight or piece allowance included in your ticket, excess baggage fees will apply. It is significantly cheaper to pre-purchase additional baggage allowance online before you arrive at the airport. Overweight fees are charged for bags weighing between 23kg and 32kg. For safety reasons, no single piece of luggage weighing more than 32kg will be accepted; these items must be sent as freight.

Special Items

Virgin Australia accommodates travelers with special equipment, subject to capacity and packaging requirements.

• Sports Equipment: Items such as surfboards, golf clubs, and bicycles can be included as part of your standard checked baggage allowance, provided they meet the weight limits. Bikes must be packed in a protective box or bike bag with handlebars fixed sideways and pedals removed.
• Musical Instruments: Small instruments (e.g., violins, flutes) that fit within the carry-on dimensions (maximum length 85cm) can be taken on board as your carry-on piece. Larger instruments must be checked in. If you wish to carry a larger instrument like a cello in the cabin, you must purchase an extra seat.

Restricted and Prohibited Items

To ensure the safety of all passengers, certain items are strictly prohibited in both carry-on and checked luggage. These include explosives, flammable gases, and poisons. Lithium batteries (such as loose power banks) must only be packed in carry-on luggage and never in checked bags. On international flights to destinations like Auckland, liquid, aerosol, and gel restrictions apply to carry-on bags (containers must be 100ml or less).

Tips for Efficient Packing

• Weigh Before You Go: Use a portable luggage scale at home to ensure your bags are under the 23kg (Economy) or 7kg (Carry-on) limits to avoid unexpected fees.
• Bundle Your Fare: If you know you will need luggage, booking a Choice or Flex fare is often more cost-effective than adding bags to a Lite fare later.
• Label Everything: clearly tag all checked bags with your name and contact details, and place a copy of your itinerary inside the bag.
• Keep Valuables Close: Always pack medication, travel documents, cash, and electronics in your carry-on bag, not in your checked luggage.

Virgin Australia welcomes furry companions on their journey, offering options for pets to travel both in the cabin and via their cargo network, depending on the animal's size and the specific route. While the airline has introduced a program for small pets to join their owners in the cabin on select domestic flights, the majority of pet travel is facilitated through the cargo terminals to ensure safe and climate-controlled transport for larger animals.

In cabin (carry-on)

Virgin Australia allows small cats and dogs to travel in the cabin on specific domestic routes, such as those connecting Melbourne with the Gold Coast. This service is designed for pets that can fit comfortably in a carrier under the seat and is subject to strict availability.

• Carrier dimensions: The pet must travel in a soft-sided, leak-proof carrier. Maximum dimensions are typically 44cm (length) x 26cm (width) x 28cm (height).
• Maximum weight: The combined weight of the pet and the carrier must not exceed 8 kg.
• Allowed pet types: Only small domesticated cats and dogs are permitted.
• Restrictions: Pets must remain in their carrier for the entire duration of the flight and are not permitted in Business Class or emergency exit rows.
• Booking: This service must be added to your booking in advance as there is a strict limit on the number of pets allowed per flight.

Travel in the Cargo Hold (Accompanied Cargo)

For pets that exceed the cabin weight limit or for flights where cabin travel is not available, animals travel in the temperature-controlled cargo hold. It is critical to note that Virgin Australia does not accept pets as checked baggage at the main passenger check-in counter inside the airport terminal.

• Drop-off location: You must lodge your pet at the designated Virgin Australia Cargo terminal, which is located separately from the passenger terminal.
• Timing: Pets usually need to be presented at the cargo terminal approximately 90 minutes before the flight departure time.
• Same flight travel: This "Accompanied Cargo" option applies when you are traveling on the same flight as your pet. Your pet travels on the same aircraft but is handled through the freight system.
• Container requirements: Pets must travel in an IATA-approved rigid crate (plastic or wood) that allows the animal to stand, turn around, and lie down comfortably. Metal wire cages are not accepted.
• Water: The crate must have a water container securely attached and accessible from the outside.

Unaccompanied Cargo

If you are not traveling on the same flight as your animal, or if the pet is traveling alone to a new home, they must be booked as Unaccompanied Cargo. This service is also mandatory for very large breeds or complex itineraries.

• Booking procedure: Bookings for unaccompanied pets are typically made through Virgin Australia Cargo or approved third-party pet transport agencies.
• Professional assistance: Many owners prefer using commercial pet transport specialists (e.g., Aeropets, Dogtainers) for this service, as they handle the logistics, crate validation, and terminal transfers.
• Brachycephalic breeds: Snub-nosed breeds (e.g., Pugs, Bulldogs) often must be booked through a commercial pet transport specialist due to their higher respiratory risks and specific handling requirements.

Required documentation

To ensure a smooth journey, especially for flights to international destinations like Auckland or domestic interstate travel, specific documents are required:

• Veterinary health certificate: A statement from your vet confirming the animal is fit to fly, usually issued within a specific window before travel.
• Vaccination records: Up-to-date proof of vaccinations (e.g., F3 for cats, C5 for dogs) is standard practice.
• Breed declaration: A signed form confirming the breed is often required to ensure the pet is not on the prohibited or restricted list.

Service costs

Fees for pet travel depend on the method of transport and the route.

• In-cabin fee: A flat fee applies per flight sector (e.g., approx. $149 AUD), subject to current pricing.
• Cargo fee: Costs for travel in the cargo hold vary based on the crate size (volume) and weight. These are calculated using freight rates.
• Agency fees: If you use a pet transport company to manage the booking and transfers, their service fees are additional to the airline's freight charges.

Preparation tips

• Acclimatization: Let your pet spend time in their travel crate weeks before the flight to reduce anxiety.
• Hydration and feeding: Offer a light meal about 4–6 hours before flying; avoid feeding immediately prior to travel to prevent motion sickness.
• Comfort items: Place an absorbent mat or a familiar blanket inside the crate. Ensure the crate is well-ventilated and secure.
• Exercise: Take your dog for a long walk before heading to the cargo terminal to help them settle during the flight.

Restrictions

• Prohibited breeds: Aggressive breeds (e.g., Pit Bull Terriers, Fila Brasileiros) are strictly prohibited from air transport.
• Health conditions: Pregnant animals, pets under 8 weeks old, or those appearing unwell may be denied boarding.
• Assistance dogs: Accredited assistance dogs are generally permitted in the cabin free of charge, provided they meet specific training and safety standards and have been pre-approved by the airline.

Important: We strongly recommend contacting Virgin Australia or a professional pet transport partner directly before booking. Policies regarding specific breeds, crate sizes, and terminal drop-off times are subject to change.

Virgin Australia's loyalty scheme, known as Velocity Frequent Flyer, is one of the most popular and rapidly growing programs in the region, renowned for its ease of use and "seat availability" for rewards. Designed to offer value to both occasional travelers and frequent flyers, the program allows members to earn Points and Status Credits on flights, everyday spending, and through a vast network of global partners.

Membership Levels

Velocity Frequent Flyer features four distinct tiers, with status determined by the number of Status Credits earned over a 12-month period.

• Velocity Red: The entry-level tier offering the ability to earn points and use Family Pooling to consolidate rewards.
• Velocity Silver: Unlocks benefits like priority check-in, a points bonus on flights, and additional luggage allowances.
• Velocity Gold: Provides premium perks including access to Virgin Australia domestic lounges, priority boarding, and Gold tier benefits with partner airlines.
• Velocity Platinum: The ultimate tier featuring complimentary upgrades, guaranteed economy seats for family trips, and the highest points earning rates.

Earning Points

Members can accumulate Velocity Points through diverse channels, extending far beyond just air travel.

• Flights: Earn points based on the fare cost for domestic flights and miles flown for international journeys with partners.
• Airline Partners: Accumulate points when flying with global carriers like Etihad Airways, Qatar Airways, and Singapore Airlines.
• Travel Partners: Earn points on bookings with major hotel chains, car rental agencies, and travel insurance providers.
• Credit Cards: Co-branded credit cards offer significant sign-up bonuses and points per dollar spent on daily purchases.
• Everyday Shopping: Earn points on fuel, groceries, and retail through participating local partners and the Velocity e-store.

Redeeming Points

The program offers flexible redemption options, ensuring that earned points can be turned into memorable experiences.

• Reward Seats: Book flight seats entirely with points on Virgin Australia and international partner airlines.
• Flight Upgrades: Use points to upgrade from Economy to Business Class on eligible domestic and short-haul international flights.
• Points + Pay: Combine points with cash to pay for flights, allowing for redemption even with a lower points balance.
• Non-Flight Rewards: Redeem points for car rentals, hotel stays, or products from the online rewards store.

Strategic Partnerships

While Virgin Australia is not a member of a traditional alliance like Star Alliance or Oneworld, it has established a robust network of bilateral partnerships to provide global connectivity. This "virtual alliance" grants members reciprocal benefits such as lounge access and priority services when traveling abroad.

• Key Airline Partners: Etihad Airways, Qatar Airways, Singapore Airlines, United Airlines, Air Canada, and All Nippon Airways (ANA).
• Connection Opportunities: These partnerships seamlessly connect travelers from hubs like Melbourne to destinations across the Middle East, Asia, and North America.

How to Join

Joining Velocity Frequent Flyer is free and can be done instantly online. Travelers simply need to visit the official Velocity website to register their details and receive a membership number, which can immediately be added to current and future flight bookings to start earning rewards.

Flying with Virgin Australia means experiencing a blend of comfort, value, and the airline's signature friendly service. Whether traveling on a short hop between capital cities or a longer journey across the continent, passengers can choose from a range of cabin classes and amenities tailored to their needs. The airline focuses on providing a modern, digital-first onboard experience, allowing travelers to stay connected and entertained using their own devices.

Cabin Classes

Virgin Australia primarily operates Boeing 737 aircraft on its domestic and short-haul international network, offering three distinct levels of comfort designed to suit different travel requirements.

• Business Class: Located at the front of the cabin, Business Class features wide leather seats with generous recline and ample legroom. Passengers enjoy priority boarding, a dedicated coat check, and exclusive access to overhead lockers. The service provides a premium experience with attentive care from the cabin crew.
• Economy X: Offering extra space for those who want more comfort without the Business Class price tag, Economy X seats provide up to 40% more legroom compared to standard Economy. These seats are typically located in the first few rows of the Economy cabin and at emergency exits. Passengers also benefit from preferred overhead locker space and priority boarding.
• Economy Class: The standard Economy cabin features stylish leather seats designed for comfort. It is a practical choice for value-conscious travelers, offering access to the airline's buy-on-board menu and entertainment streaming service.

Onboard Dining

Food and beverage options vary depending on the cabin class and the duration of the flight.

• Business Class: Guests are served complimentary plated meals featuring fresh ingredients. The menu is accompanied by a selection of Australian wines, beers, spirits, and non-alcoholic drinks, all included in the fare.
• Economy Class: Complimentary tea, coffee, and water are available on all flights. For something more substantial, passengers can purchase items from the onboard menu, which includes a variety of fresh sandwiches, salads, gourmet snacks, and soft drinks.

In-Flight Entertainment and Wi-Fi

Virgin Australia encourages a "bring your own device" approach to entertainment. The system allows passengers to stream movies, TV shows, and podcasts directly to their smartphones, tablets, or laptops via the Virgin Australia Entertainment app. It is recommended to download the app before the flight to ensure seamless access to the content library.

High-speed Wi-Fi is available on the majority of the fleet, allowing travelers to browse the internet, check emails, or use social media during the flight. Access plans can be purchased once onboard, with different packages available for light browsing or streaming.

Airport Lounges

Eligible guests, including Business Class passengers and high-tier Velocity members, have access to Virgin Australia’s domestic lounges. These spaces offer a place to relax or work before a flight, featuring buffet food, a bar service with barista-made coffee, and business facilities. Lounges are located in major airports across the network, including the airline's hub in Melbourne, as well as Sydney, Brisbane, Adelaide, Perth, Canberra, and the Gold Coast.

Virgin Australia operates a comprehensive network connecting travelers to major capital cities and key regional centers across the continent and beyond. From its primary hub in Melbourne, the airline provides frequent and reliable services, ensuring seamless connectivity for passengers exploring popular domestic locations or traveling internationally.

Planning a trip with Virgin Australia can be a smooth experience if you know a few insider tips. To secure the best fares, it is generally recommended to book your tickets well in advance, particularly if you are traveling during Australian school holidays or peak travel seasons. Keeping an eye on the airline's website is a good strategy, as they frequently host "Happy Hour" sales and other promotional events where flight prices drop significantly for a limited time.

For travelers looking to save time at the airport, utilizing the online check-in feature is highly advisable. Check-in typically opens 48 hours before the scheduled departure for domestic flights and 24 hours for international connections. This allows you to choose your seat and download your boarding pass directly to your mobile device, letting you skip the long queues at the counters. If you are flying on high-frequency routes, such as Sydney to Melbourne or Brisbane, checking in early ensures you get a better selection of seats.

Speaking of seats, Virgin Australia offers various options to enhance your comfort. If you need extra legroom, look for Economy X seats, which offer more space and often come with preferred overhead locker space. These are especially valuable on longer transcontinental flights, such as from Melbourne to Perth. It is worth selecting your seat during the booking process to ensure your travel party sits together.

Make sure to download the official Virgin Australia app before you fly. Beyond just holding your digital boarding pass, the app is often essential for accessing the inflight entertainment system on your personal device. It also provides real-time flight updates and gate information, keeping you informed throughout your journey.

Finally, always consider purchasing comprehensive travel insurance when booking your flight. While the airline strives for punctuality, unforeseen circumstances such as weather delays or health issues can disrupt travel plans. Having insurance provides peace of mind, covering potential cancellations or lost luggage, allowing you to focus on enjoying your Australian adventure.

Founding and Early Years

The airline launched in August 2000 under the name Virgin Blue, establishing its headquarters in Brisbane. Entering a market dominated by established legacy carriers, it started with just two Boeing 737 aircraft and a spirited team determined to make air travel more affordable and enjoyable. With its bright red livery and informal service style, the carrier quickly capitalized on a gap in the market, expanding rapidly in the wake of industry shifts in 2001 to become Australia's second-largest airline.

The "Game Change" Era

After a decade of operating primarily as a low-cost carrier, the company embarked on a major strategic transformation known as the "Game Change" program. In 2011, the airline officially rebranded as Virgin Australia. This pivotal moment marked its shift upmarket to become a full-service airline capable of competing for corporate travelers. The rebrand included the introduction of Business Class cabins, a new sleek white and silver livery, and the establishment of a network of premium airport lounges across the country.

Fleet Evolution

Throughout its history, the Boeing 737 has served as the workhorse of the fleet, perfectly suited for high-frequency routes like the busy corridor between Sydney and Melbourne. During its expansion phase, the airline operated a diverse range of aircraft, including Embraer E-Jets for regional routes and wide-body Airbus A330s and Boeing 777s for transcontinental and international long-haul services. In recent years, the fleet has been streamlined back to a single aircraft type to maximize efficiency, with the modern Boeing 737-8 MAX now joining the ranks to offer greater range and sustainability.

Mergers and Regional Expansion

To ensure connectivity across the vast Australian continent, the airline executed key strategic acquisitions. The most significant was the integration of Skywest Airlines, which became the foundation of its regional operations, connecting remote mining hubs and regional centers in Western Australia to the main network. For several years, the group also operated Tigerair Australia as a budget subsidiary, ensuring they could cater to every segment of the travel market before consolidating operations under the main brand.

Modern Developments

In 2020, Virgin Australia entered a new chapter under the ownership of Bain Capital. Emerging with a refined strategy, the airline repositioned itself as a "value carrier," sitting squarely in the mid-market to offer a premium experience at a competitive price. Current innovations focus on digital enhancements and customer experience, including an upgraded app and the ongoing expansion of the Velocity Frequent Flyer program. While it no longer operates its own long-haul metal, it has built a massive virtual network through partnerships, connecting passengers to destinations globally from its major hubs.