A Virgin spokesperson said the carrier was always looking to improve the customer experience.

“Our operational performance has significantly improved since 2023, with current on-time performance and completion rates near or above pre-COVID levels. We resolved customer complaints through the ACA within 16 days on average in 2023, which is faster than any other airline and six times faster than our major competitor,” the spokesperson said.

The number of complaints to the ACA increased by 9 per cent on the year prior, in line with the increase in passenger numbers, which grew to 67.6 million.

The overall complaint resolution rate fell by 6 per cent to 37 per cent in 2023, compared with 43 per cent in 2022 and 40 per cent in 2021.

The dispute resolution scheme has faced criticism from consumer advocates, including the Australian Competition and Consumer Commission and CHOICE, who have argued an independent ombudsman with the power to bind airlines to action would be more effective.

Minister for Transport Catherine King is preparing to unveil the department’s long awaited white paper into aviation policy in the coming weeks. She has said on many occasions over the past three years that the aviation industry could better protect consumer rights and is weighing up whether to install an ombudsman as part of the white paper.

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