Health and wellbeing | Coronavirus Customer Hub

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Onboard health and safety

Your peace of mind is our priority

At Virgin Australia, the safety and wellbeing of our guests has never been more important to us. That’s why we’re implementing changes to our customer journey to minimise risks associated with COVID-19, and to help our guests feel comfortable and confident when flying with us. 

We have increased focus on social distancing measures, increased hygiene and personal protection in our experience, and we continue to work with other industry members, airports, Governments and health experts to regularly review and update our policies and procedures as required. 

Whilst flying may look a little different at the moment, our commitment to our guests hasn’t changed. As we navigate through these changes, please be patient and kind to our crew and each other, and allow a little extra time on your journey.

 

Throughout your journey with us

 

Check in

Check in

A pre-departure COVID-19 health acknowledgement has been implemented as part of the check-in process, which all guests will be required to complete in full.

To limit face-to-face interaction, we encourage all guests to check-in online wherever possible, using the Virgin Australia app, or via the Virgin Australia website. 

At the airport, our self-service kiosks at major ports being sanitised regularly, and you will notice that some of our kiosks have been closed to observe social distancing. If you need assistance to check in, our friendly ground crew will be happy to help.  

At the airport

At the airport

We are working with airports to ensure social distancing measures are applied throughout the terminals as well as hand sanitiser and enhanced sanitisation of security screening points. Some airports may also conduct their own pre-flight health screenings.

Our Brisbane, Gold Coast, Melbourne, Perth and Sydney lounge have re-opened. We are continuing to assess the re-opening of other lounges as travel restrictions ease. We look forward to welcoming you back soon.  

Cash will no longer be accepted as a form of payment at the airport. We accept Visa, Mastercard and American Express credit and debit cards.

Boarding and disembarkation

Boarding and disembarkation

When boarding a flight, guests are encouraged to scan their own boarding passes to reduce unnecessary contact.

To help maintain social distance, both boarding and disembarkation will be staggered into zones. Please listen carefully to announcements and follow crew instructions. 

Face masks are mandatory on all domestic Australia flights. Please wear a mask when boarding the flight. Spare masks are available at the boarding gate and on board

Cabin air quality

Cabin air quality

Our jet aircraft are fitted with High Efficiency Particulate Air (HEPA) filters, which have a similar performance to those used in medical environments and industrial clean rooms. These are effective at removing more than 99.9% of microbes from the air. 

Protective features such as directional airflow, high seat backs between travellers and ongoing intake of fresh air from outside ensure flying continues to have an extremely low risk of contributing to transmission of COVID-19.

International evidence supports very low risk of COVID-19 transmission inflight and the risk of contracting the virus on an aircraft is low.

Inflight service and seating

inflight service and seating

We have reduced our inflight catering to reduce contact between guests and our crew during the COVID-19 pandemic.

Business cabin: Each guest will receive a snack box containing a selection of delicious pre-packaged foods appropriate to the time of day. A range of hot and cold drinks, including beer and wine, are available on all flights.

Economy cabin: A complimentary snack and water will be offered on all flights. The sale of food and beverages onboard has been temporarily paused.

As many airports also have reduced food and drinks offerings during this time, you’re welcome to bring your own food and non-alcoholic drinks with you for your flight.

Wherever possible we will try to keep an empty seat between guests travelling alone, however, this may not always be possible. Guests are asked to avoid unnecessary movement around the cabin and avoid gathering in the aisles.

We have special safety protocols in place for any guest who may exhibit COVID-19 symptoms on a flight, and we will work with health officials if that happens.

Supporting healthy flying

Personal Hygiene

Personal Hygiene

Our crew maintain high hygiene standards in the cabin, including wearing face masks and practicing proper hand-sanitising procedures. Our aircraft also carry appropriate personal protective equipment.

Hand sanitiser is available before, during and after your flight. Our ground and cabin crew are always happy to guide you to the nearest sanitation point.

Guests are encouraged to bring and use their own face masks and hand sanitiser for their journey. Face masks and sanitiser are available to guests onboard. 

In accordance with government regulations, face masks are required to be worn on all domestic flights.

Increased cleaning

Increased cleaning procedures

We continue to maintain high cleaning standards and have increased the frequency of cleaning on the ground and in our aircraft using a special long-lasting antibacterial and antimicrobial cleaning agent. High touch and high traffic areas such as seat areas, kiosks and door handles, are wiped down and sanitised frequently. Between flights, seatbacks and headrests are wiped down and sanitised.

All of our aircraft undergo a rigorous and thorough nightly cleaning procedure, which includes the disinfecting of seats, tray tables, armrests, window and shades, seatback entertainment screens, lavatories, galleys, doors and interior walls.

Mental health

Personal Hygiene

We understand that this is a difficult time for many of our guests, and that a return to getting ‘out and about’ and travelling can cause some anxiety.
The Federal Governments Head to Health program provides resources for COVID-19 support.

Virgin Australia partners with RUOK, Black Dog Institute, and Smiling Mind; and also recommends their resources.

Coronavirus cases onboard

We understand some guests may be concerned about recent flights where a passenger has been confirmed to have coronavirus. We are working closely with the relevant health departments, who will to contact  any guest directly who may be considered at risk of contracting the virus. 

Please be assured that because of extensive industry collaboration and the adoption of a multi-layered approach, the risk of COVID-19 inflight transmission in Australia remains low.

As a member of the International Air Transport Association (IATA), we continue to adopt industry-wide COVID-19 recommendations and contribute to global research which points to low-risk of COVID-19 transmission inflight.

If you require further information about coronavirus, please call Coronavirus Health Information Line on 1800 020 080.

If you are experiencing flu like symptoms and are concerned about your health, please call the Healthdirect hotline on 1800 022 222.

If you would like to confirm if you were onboard a flight where another passenger has tested positive to coronavirus, please contact your relevant State health department or visit their website via the links below: