Health and wellbeing | Coronavirus Customer Hub

COVID-19 (Coronavirus)
Customer Hub

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

 

Before you fly

Before you fly

Guests should ensure they, or their travel agent, have provided their correct and up-to-date contact details at the time of booking, or prior to commencement of travel.

Information will be sent to guests prior to travel containing information on what to expect when flying. 

We encourage all guests to download the Australian Government’s COVIDSafe app before travel, to improve the ability of health authorities to contain the spread of COVID-19.

We recommend you arrive at the airport a little earlier than you normally would, and please - stay home and do not fly if you feel unwell.

Please note that many hand sanitisers contain flammable liquids as the antiseptic, so before you fly we encourage you to familiarise yourself with restrictions on the quantity permitted to be carried onboard.

  • A single item must not exceed 500ml with the total of all toiletry items per guest, including aerosols and perfumes, not exceeding 2 litres. This limit applies to items carried in both carry on and checked baggage, on domestic and international flights. More information is available on our dangerous goods page.

  • For international flights, the Powder, Liquid, Aerosol and Gel (PLAGs) limit of no more than 100ml per item, with a maximum of 10 items applies for carry-on baggage. View more information on airport security procedures.

Check in

Check in

A pre-departure COVID-19 health questionnaire will be rolling out 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.

While our lounges remain closed, we will continue to adapt and respond to any changes required and will provide an update as soon we are able to.  

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. 

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 simplified our inflight catering to reduce unnecessary contact between guests and cabin crew.  Complimentary water and a snack will continue to be served to all guests, but at this time, additional food and drinks will are not available for purchase onboard. 

As many airports have also reduced food and drinks offerings during this time, we recommend guests consider bringing their own food and drinks onboard. 

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 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. 

Guests travelling to and from Victoria will be required to wear a face mask in accordance with the Victorian Health Department order.

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.