VIRGIN AUSTRALIA AIRLINES PTY LTD, VA
(known as "Virgin Australia")
Index:
Helping you travel with ease and confidence.
Contact Information
For all ZED ticket enquiries, please contact:
- myIDTravel@virginaustralia.com
- Operating Hours: 7 days a week, 7:00 AM – 8:00 PM (AEDT)
DO NOT contact Virgin Australia’s Guest Contact Centre for ZED-related support, as they are unable to assist.
Booking ZED Travel (Flight Listing & Management)
- All ZED travel must be booked and managed via myIDTravel.
- Once booked successfully, your eTicket will be emailed to your nominated address.
- If you are not uplifted (i.e., not seated) on your original flight, airport staff may roll you to the next available flight on the same day.
- Note: You cannot be rerouted. A new ticket must be purchased.
For positive-space bookings, you may pre-select your seats via the Virgin Australia mobile app prior to travel.
Baggage Allowance
Carry-On
Allowances depend on your cabin class.
For full details, visit the Carry-on baggage page.
Checked Baggage
Economy (Y Class)1 × 23kg
Business (C Class)2 × 32kg
For more, visit the Checked baggage page.
To purchase additional baggage (for both standby and positive-space bookings), visit Manage Your Booking.
Note: Full terms and conditions apply.
If not uplifted on a space-available ticket, you may request a refund by emailing myIDTravel@virginaustralia.com with your Ticket Number and PNR.
Check-in & Boarding Information
Domestic Flights
- Online check-in opens 48 hours before and closes 45 minutes before departure.
- Check-in is available via the Virgin Australia app or website.
- Checked baggage must be dropped at least 45 minutes prior to departure.
- For itineraries with multiple VA flights on one PNR, you will be checked in for all segments.
- Space-available travellers receive a standby boarding pass.
- Seat allocation occurs 30 minutes prior to scheduled departure.
- Your app will either show your seat or advise of a move to the next flight (same-day only).
- Positive-space travellers receive a seat and boarding code at check-in.
- If you’re issued a standby pass in error, please email the support team or speak with airport staff to resolve.
International Flights
- Online check-in is not available.
- Space-available travellers must not proceed through security or passport control until a seat is confirmed – usually 60 minutes before departure.
- Positive-space travellers must check in and drop bags at least 90 minutes before departure.
Boarding Reminders
- Boarding gates for domestic flights close 10 minutes prior to departure.
- Flights will not be held for late guests.
- Refresh your Virgin Australia app regularly to check if you've been uplifted.
- Printed boarding passes are available on request only.
- Guest Services will aim to seat ZED guests together where possible; however, revenue guests will not be moved to accommodate.
Dress Code for ZED Guests
Minimum standards apply:
- Footwear is required (thongs are acceptable).
- Clothing must cover your bottom half (e.g., shorts, pants, skirts).
- A top/shirt must be worn (singlets are acceptable).
Guests wearing clothing with offensive language or symbols will be denied boarding.
You may not travel unless you meet the minimum dress standards.
Special Service Requests (SSRs)
To request assistance, email myIDTravel@virginaustralia.com in advance.
Available (Space-Available Bookings):
- Blind/Low Vision
- Deaf/Hard of Hearing
- Wheelchair Assistance (Ramp or Stairs)
- Use of Onboard Wheelchair (VA-operated flights only)
- Manual Wheelchair in Hold
- Carer/Guest travelling with a carer
- Child/Infant
- Young Person Travelling Alone
- Non-English speaker
- Nervous flyer (More info)
- Medical care required during travel
Additional Services (Positive-Space Only):
- All the above, plus:
- Meet & Assist
- Use of CPAP machine or personal medical equipment
- Travel with service animal in cabin
- Use of customer restraints or harness
- Electric mobility devices (incl. lithium/dry cell batteries)
- Use of Portable Oxygen Concentrators
- Wheelchair with Cabin Seat Assistance
Services Not Available:
- Unaccompanied Minors
- Special Meals
- Pets in Cabin
Refund Information
Full or Partial Refunds
- Initiated through myIDTravel.
- If the ticket is cancelled in sequence, the process is typically automatic.
- Manual processing (e.g., out-of-sequence refunds) may take up to 12 weeks.
Downgrade Refunds
- Submit via myIDTravel after travel by selecting the ticket and refund button (This needs to be requested within 7-days of travel).
- VA will only process downgrade refunds only for Other Airlines (OALs) where a bilateral agreement is in place.
Positive-Space Refunds
- No refunds will be provided for positive-space bookings if the traveller fails to cancel the flight at least 24 hours prior to scheduled departure.
Ticket Expiry
- Refund requests must be submitted within 3 months of ticket issuance.
- Requests outside of 3 months will not be actioned, and the ticket considered expired
VIRGIN AUSTRALIA AIRLINES PTY LTD, VA
(known as "Virgin Australia")
Index:
Helping you travel with ease and confidence.
Contact Information
For all ZED ticket enquiries, please contact:
- myIDTravel@virginaustralia.com
- Operating Hours: 7 days a week, 7:00 AM – 8:00 PM (AEDT)
DO NOT contact Virgin Australia’s Guest Contact Centre for ZED-related support, as they are unable to assist.
Booking ZED Travel (Flight Listing & Management)
- All ZED travel must be booked and managed via myIDTravel.
- Once booked successfully, your eTicket will be emailed to your nominated address.
- If you are not uplifted (i.e., not seated) on your original flight, airport staff may roll you to the next available flight on the same day.
- Note: You cannot be rerouted. A new ticket must be purchased.
For positive-space bookings, you may pre-select your seats via the Virgin Australia mobile app prior to travel.
Baggage Allowance
Carry-On
Allowances depend on your cabin class.
For full details, visit the Carry-on baggage page.
Checked Baggage
Economy (Y Class)1 × 23kg
Business (C Class)2 × 32kg
For more, visit the Checked baggage page.
To purchase additional baggage (for both standby and positive-space bookings), visit Manage Your Booking.
Note: Full terms and conditions apply.
If not uplifted on a space-available ticket, you may request a refund by emailing myIDTravel@virginaustralia.com with your Ticket Number and PNR.
Check-in & Boarding Information
Domestic Flights
- Online check-in opens 48 hours before and closes 45 minutes before departure.
- Check-in is available via the Virgin Australia app or website.
- Checked baggage must be dropped at least 45 minutes prior to departure.
- For itineraries with multiple VA flights on one PNR, you will be checked in for all segments.
- Space-available travellers receive a standby boarding pass.
- Seat allocation occurs 30 minutes prior to scheduled departure.
- Your app will either show your seat or advise of a move to the next flight (same-day only).
- Positive-space travellers receive a seat and boarding code at check-in.
- If you’re issued a standby pass in error, please email the support team or speak with airport staff to resolve.
International Flights
- Online check-in is not available.
- Space-available travellers must not proceed through security or passport control until a seat is confirmed – usually 60 minutes before departure.
- Positive-space travellers must check in and drop bags at least 90 minutes before departure.
Boarding Reminders
- Boarding gates for domestic flights close 10 minutes prior to departure.
- Flights will not be held for late guests.
- Refresh your Virgin Australia app regularly to check if you've been uplifted.
- Printed boarding passes are available on request only.
- Guest Services will aim to seat ZED guests together where possible; however, revenue guests will not be moved to accommodate.
Dress Code for ZED Guests
Minimum standards apply:
- Footwear is required (thongs are acceptable).
- Clothing must cover your bottom half (e.g., shorts, pants, skirts).
- A top/shirt must be worn (singlets are acceptable).
Guests wearing clothing with offensive language or symbols will be denied boarding.
You may not travel unless you meet the minimum dress standards.
Special Service Requests (SSRs)
To request assistance, email myIDTravel@virginaustralia.com in advance.
Available (Space-Available Bookings):
- Blind/Low Vision
- Deaf/Hard of Hearing
- Wheelchair Assistance (Ramp or Stairs)
- Use of Onboard Wheelchair (VA-operated flights only)
- Manual Wheelchair in Hold
- Carer/Guest travelling with a carer
- Child/Infant
- Young Person Travelling Alone
- Non-English speaker
- Nervous flyer (More info)
- Medical care required during travel
Additional Services (Positive-Space Only):
- All the above, plus:
- Meet & Assist
- Use of CPAP machine or personal medical equipment
- Travel with service animal in cabin
- Use of customer restraints or harness
- Electric mobility devices (incl. lithium/dry cell batteries)
- Use of Portable Oxygen Concentrators
- Wheelchair with Cabin Seat Assistance
Services Not Available:
- Unaccompanied Minors
- Special Meals
- Pets in Cabin
Refund Information
Full or Partial Refunds
- Initiated through myIDTravel.
- If the ticket is cancelled in sequence, the process is typically automatic.
- Manual processing (e.g., out-of-sequence refunds) may take up to 12 weeks.
Downgrade Refunds
- Submit via myIDTravel after travel by selecting the ticket and refund button (This needs to be requested within 7-days of travel).
- VA will only process downgrade refunds only for Other Airlines (OALs) where a bilateral agreement is in place.
Positive-Space Refunds
- No refunds will be provided for positive-space bookings if the traveller fails to cancel the flight at least 24 hours prior to scheduled departure.
Ticket Expiry
- Refund requests must be submitted within 3 months of ticket issuance.
- Requests outside of 3 months will not be actioned, and the ticket considered expired