Really disappointing experience with Virgin Australia.
Originally booked Queenstown to Adelaide via Melbourne in October 2025 and paid for 23kg check-in baggage. Had to change the flight in January 2026 through the online system. New route became via Sydney.
No warning anywhere that changing the flight would wipe the baggage I had already paid for.
Only found out on the day of travel... when I checked the booking and saw no baggage allowance.
Called customer service. First person just repeated the “rules” and told me I had to buy baggage again. Asked to speak to someone senior. Waited around 15 minutes. Second person said the same thing. No real help. Just “file a complaint” and maybe I can try get the money back later.
So I was forced to pay NZD $87 again for checked baggage I had already purchased once before.
That is not good service. That is not transparent. And it leaves customers feeling trapped into paying twice.
If baggage gets forfeited when changing a booking, say it clearly during the online change process. Hiding behind policy after the fact is just poor form.
Very unhappy with this experience.
Claim your business profile now and gain access to all features and respond to customer reviews.
