We flew to Brisbane to catch a connection to Perth. While waiting to board, received a phone call to urgently return home. Virgin staff (Tristan, Letittia and Issandra )were absolutely amazing. Nothing was too much trouble as they retrieved luggage and got us booked onto a return flight. You've won us for life. Thankyou from the bottom of our hearts.

Our family had been on a short holiday in Cairns.
We received notification by SMS that our flight from Cairns to Sydney had been cancelled.
After wasting an hour talking to Virgin Customer service we decided to drive back to Cairns airport to try and discuss in person with Virgin airport staff the possibility of changing to an earlier flight (therefore wasting at least 3 hours that we had planned to travel around Port Douglas and down the coast back towards Cairn and the cost of a hire car).
Upon arriving at Cairns airport it was evident that a lot of people on the same flight were attempting to talk to Virgin staff. I was promptly told there were no flights available and that we would have accommodation and airport transfer booked and provided with meal vouchers. I was told we would “receive an email” confirming our hotel booking and that “I should wait around the terminal in case I don’t receive anything”. I advised the Virgin staff member that my children are 6 and 8 years old and require booster seats for any car travel.
One of the Virgin staff who appeared to be handling the bookings was quite irritated and on one occasion I attempted to get her attention to ask a question (without disrupting her as I didn’t want to be rude) and was blatantly ignored.
After about 4 hours of waiting we were advised that Virgin had reached its capacity for hotel bookings and we would have to book our own. When I realised that the transfer was going to be part of the hotel confirmation I asked how were are expected to get to a hotel I was told we would “have to book the taxi”. I reminded the staff member that my children required booster seats and I was told “sorry, you’ll have to try and arrange that with the taxi”.
My wife and I started searching for hotels on our phones. With our very limited knowledge of the Cairns area and the fact that we have two young children the only hotel that could accommodate the four of us at 8pm on a Friday night at short notice exceeded the apparent $200/ per night claim limit. When I referred this to Virgin staff I was (once again) told “sorry, you’ll just have to contact Virgin when you do the claim”.
I was also advised by the Virgin staff that despite the hotel and transport not being booked by Virgin I would still receive an email for food vouchers “tomorrow” but that email never came.

In total we spent over 4 hours at Cairns airport and in the end we were basically abandoned by Virgin to take care of ourselves. For this entire duration my children were sitting on the floor of the terminal near the counters as there were no seats available.

Today I found out that Virgin aren’t going to refund me the complete amount fo my claim, no explanation was given, no breakdown of costs. Basically just a “take this and be quiet” email.
I have never in my life been treated so badly by any company, not just an airline.

My partner and I had a good experience flying via Virgin Airlines. Thing went smoothly and has zero issues or hold ups. We would fly with them again.

We had a flight booked with them which we had to cancel due to covid restrictions cancelling entire flights during shutdown. We were not able to get a refund and quite a lot of funds were placed in a travel bank. The travel bank is beyond useless. only a tiny amount of seats are allocated to the travel bank and any money you want to use from it has to be business class or have ridiculous connecting flights. if they were honest about it they could take out company profits and refund people back what they did not deliver.

I thought this airline was supposed to provide great service, but it's been the worst.
They cancelled my flight, did not provide alternatives, and have made me use a travel bank that has really limited (literally useless) flight options.