⭐ 1 Star
Elderly Heart Patient Denied Boarding Despite Valid Visa
On 21 January 2026, my 67-year-old mother-in-law was denied boarding on a Virgin Australia flight from Sydney to Queenstown despite holding a valid New Zealand tourist visa.
At check-in, it was clearly communicated that she held a valid visa. However, staff focused on an ETA requirement, which does not apply to Indian passport holders who already hold a valid NZ visa. The interaction felt rushed and no meaningful escalation was offered.
Virgin later claimed we arrived “approximately two minutes before check-in closing.” This does not reflect our experience. We were at the counter around 7:50am — approximately 1 hour and 25 minutes before scheduled boarding — and other members of our party were processed during that time.
The impact was severe. My mother-in-law is a heart patient and her essential medication was in checked luggage. The distress caused was significant, and my wife and children were left in tears at the very start of our holiday.
Despite escalating the matter formally, the airline has denied responsibility, relying solely on internal reports.
This experience was deeply disappointing, particularly in the way an elderly, medically vulnerable passenger was treated.
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