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Virgin Australia Reviews 13 reviews, showing 11 to 13
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Virgin Australia Review: Damaged bag, lost part of the content, denied refund
 
Overall: 1/10
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Recommended
After a Sydney-Christchurch flight I waited half an hour for my bag to appear on the carousel. After all the other bags had been collected, and after further waiting, my bag arrived and it was broken, open, with half of the content spread on the belt. A few items were missing. The Virgin person at the lost luggage counter in front of the carousel, who had witnessed the entire scene, made me fill in a RIP (Property Irregularity Report) and made me sign it but did not countersign it. One copy remained with her, one with me. She also gave me a declaration to be filled in saying I was supposed to email it to Virgin Australia within 72 hours. I was also given the phone number of third party (PlaneBiz) I was supposed to call the next day to obtain a ref. number needed for the declaration. I filled in the declaration in the evening and the next day I tried to call PlaneBiz to obtain the ref. number, but no one would answer the phone. So I went back to the airport, and after two hours of asking around and waiting, an unidentified person with a walkietalkie provided be ref. number so I was able to email the declaration to Virgin Australia the very same day. Two months later I was contacted by Virgin Australia and asked for more paperwork, namely having all the documents signed by a solicitor, sending IDs and other material I had already provided, and sending the receipt for the repaired bag. I followed all the instructions (which took another month) and informed Virgin Australia that the bag had been repaired for free as the warranty had only recently expired and the damage was considered very peculiar by the manufacturer. After that I received a refund refusal as follows (excerpt):"May we advise that liability on the part of the carrier will be considered only if proof is provided that the irregularity occurred during the air carriage. In the absence of a written report informing us of the loss immediately on arrival we assume that the baggage was delivered in good order and condition. We regret we are unable to consider your claim for your missing articles and must decline to offer settlement." Outraged, I sent them (again, for the second time) a copy of the RIP I was made to sign at the airport, at the lost luggage desk by a Virgin Australia person, right in front of the carousel, with my broken, open bag with missing item in plain sight. I received no answer from Virgin Australia and I haven't heard from them since. I double checked the RIP and noticed that it ends with the following statement: "Completion of this form by the carrier is not an acknowledgement of liability". Which means that I was put through a customer service procedure that was designed to prevent me from obtaining a refund from the beginning. I was clearly mislead on purpose into a useless, tiresome and insulting experience. The flight itself was ok, a little bit late but acceptable. Cabin crew was nice but ground staff at checkin in Sydney was definitely rude. This is an extremely unreliable low cost. It may be worth the money if your fare is really cheap and you're lucky. But should anything happen, you'll be forced to deal with an appalling customer service and you'll lose your time and your money.
ShorthaulPremium Economy
RouteSydney
      toChristchurch
OnNovember 2012
ByV Iotti
3rd Jun 13Italy
      
Virgin Australia Review: Amazing in business to Perth
 
Overall: 9/10
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Recommended
I was worried about trying Virgin Australia an airline I haven't been on since they changed from being a low cost carrier.Flew Business from Sydney to Perth: wow, it really was very good indeed.Felt special from the moment I used the Business Class only entrance at Sydney Airport. Lucky I got a new plane with the really big Business Seats, and had a good dinner on the way to Perth, with a great crew who couldn't do enough: the wine just kept on flowing.Brilliant flight only let down by the rather aged inflight TV.
DomesticBusiness Class
RouteSydney
      toPerth, Australia
OnJanuary 2013
ByMichael M
20th Feb 13Australia
      
Virgin Australia Review: New aircraft shame about the food
 
Overall: 5/10
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Value for Money
Recommended
Not a bad flight as I got onto one of the newest Boeings with Foxtel live on the seatback TVs all free, with free headphones.Alas the catering onboard for a two and a half hour flight! was poor. Only two types of sandwiches available, and that was it. Nothing good here.Decent free cup of tea though.
ShorthaulEconomy
RouteMelbourne
      toBrisbane
OnFebruary 2013
ByMichael M
20th Feb 13Australia
      
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