Virgin's act of kindness
Virgin Australia’s act of kindness

We’re often quick to criticise airlines when they get it wrong. But this week one of our members shares a good news Virgin Australia story, recognising the airline for a small act of kindness that went a long way.

Our member brown891 was booked to fly with Virgin Australia from Brisbane to Sydney last weekend, with the return flight on Tuesday evening. Sadly, a good friend passed away and a funeral in Brisbane was planned at short notice for Tuesday morning.

Flew to Sydney on Saturday and was planned to be back in Brisbane Tuesday night. However, I was given the sad news a good friend had passed away and the funeral was to be held on Tuesday morning. Rang contact centre to try change flight, couldn’t help me…

Initially, our member had no luck changing their flight via the Virgin Australia call centre. But Virgin’s ground staff at Brisbane Airport saved the day. They helpfully changed brown891‘s return flight to Tuesday morning at no charge.

Rocked up to the airport for flight to Sydney and explained the situation for the returning flight. The girls at the desk were very understanding and helped change our flight from late Tuesday night to early Tuesday morning so that we could be back in time free of any change fees and other costs.

I can’t thank them enough for this, and while only a small help, it is very appreciated. It’s the little things that count.

The trip has now been completed and Virgin performed flawlessly.

Have now completed this trip! The flight went without a hitch. Even managed to use my two lounge passes as silver to get a nice feed before the flight as well as trial the grab n go food they have introduced – blueberry muffin was delicious.

Virgin Australia’s act of kindness has prompted other members to share their own positive airline experiences. One member received enormous assistance from the Virgin Australia ground staff in Los Angeles after losing their passport and missing their connection in Los Angeles. The Virgin staff arranged an emergency passport, new flights, looked for a hotel and even upgraded the grateful passenger.

Do you have a positive airline story to share? Add to the discussion HERE.


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Matt Graham
The editor of Australian Frequent Flyer, Matt's passion for travel has taken him to over 60 countries… with the help of frequent flyer points, of course!
Matt's favourite destinations (so far) are Germany, Brazil, New Zealand & Kazakhstan. His interests include economics, aviation & foreign languages, and he has a soft spot for good food and red wine.

You can contact Matt at [email protected]