Virgin Australia

Service Animals (In-Cabin & Support)

An assistance animal is trained to provide assistance to a person with a disability. This includes guide dogs, hearing dogs, and other assistance animals.

Guide and Hearing Dogs on Virgin Australia Flights

• Certified and registered guide/hearing dogs are welcome on domestic and international Virgin Australia flights when accompanying a guest with vision or hearing impairment.
• Dogs must wear their coat and/or have an ID medallion on their collar.
• The handler must carry their Handler ID.
• Assistance animals must be trained to assist with a disability and meet appropriate hygiene and behaviour standards for public places.

Pre-Approved Training Organisations

If your assistance animal is trained by one of the following organisations, provide a document confirming this training:

• Organisations prescribed by section 9 of the Disability Discrimination Act
• Assistance Dogs International accredited organisations
• Queensland Guide Hearing and Assistance Dogs Act 2009 accredited trainers
• Western Australian Dogs Act 1976 accredited trainers
• South Australian Dog and Cat Management Board accredited dogs under the Dog and Cat Management Act 1995
• Australian Capital Territory’s Domestic Animals Act 2000 recognised organisations

If Not Trained by a Pre-Approved Organisation

• Provide documents confirming the animal is trained to alleviate disability effects.
• Provide evidence the animal meets hygiene and behaviour standards, often via a Public Access Test.

Important Information for Carriage in Cabin

• The animal must be harnessed, wear an identifying coat, and be accompanied by its handler.
• Handlers must supply a suitable restraint for the animal during the flight.
• The animal must be seated on an absorbent mat for the entire flight.
• Prepare your animal by exercising it and limiting fluid intake several hours before boarding (note: international long haul flights can be up to 14 hours).
• For groups with multiple assistance animals, contact Virgin Australia at least 10 days before departure.

International Travel

• Assistance animals on international flights may be subject to quarantine requirements.
• Guests are responsible for meeting all requirements before travel.
• Virgin Australia is not liable if your animal is denied quarantine clearance at your destination or upon entering Australia.

Flights to and from the USA

Emotional Support and Psychiatric Assist Dogs are accepted as Service Dogs on Virgin Australia flights to and from the USA when accompanying a guest with a disability, subject to documentation requirements.

Therapy Dogs

Therapy Dogs, trained and registered to visit facilities like nursing homes and hospitals, are not considered Service Dogs. See Virgin Australia’s pet travel information for details.

Assistance Animal Conditions of Carriage

• Carry a current and dated handler ID identifying you as the animal’s handler.
• The animal must be harnessed, wear an identifying coat and/or ID medallion, and remain under your control at all times.
• Supply a suitable restraint for the animal in-flight and at the airport; the animal must be tethered or secured as directed by cabin crew.
• Prepare your animal by exercising it and limiting food and fluid intake several hours before boarding.
• The animal must be seated on an absorbent mat in front of your assigned seat for the flight duration.
• The animal should not relieve itself during the flight; if it does, you are responsible for cleaning and disposing of waste safely.
• The animal must not obstruct aisles or emergency exits.
• The animal must be free of infectious diseases and not pose a health threat to others.
• Disruptive behaviour such as barking, snarling, running, or jumping on passengers may result in denial of travel.
• The pilot in command has final authority on animal carriage and may impose additional safety conditions.

Emotional Support Animals

To travel with your Emotional Support and Psychiatric Assist Dogs on a Virgin Australia operated flight to or from the United States, please contact the Guest Contact Centre.

In-Cabin Carrier Details

Virgin Australia plans to introduce pet-friendly flights, pending necessary approvals.

• Small cats and dogs allowed on certain domestic routes.
• Pets must be confined to designated rows and carriers placed under the seat.

Further information will be provided closer to launch.

In Cargo Carrier Details

Bookings for pet and animal travel with Virgin Australia must meet the following conditions:

• The domesticated animal must be presented in a container compliant with Virgin Australia and IATA requirements.
• The shipper or owner must be contactable and available to attend the cargo facility for the animal’s welfare upon request.
• The animal must not be a brachycephalic breed.
• Compliance with Virgin Australia Cargo’s Conditions of Carriage is required.
• Dogs and cats under 8 weeks old are not accepted for air cargo transport.
• The total weight of the animal and container must not exceed 65 kg.
• Generally, only one animal may travel per container, with exceptions:

• Dogs or cats: up to three animals from the same litter, under 6 months old and under 14 kg each, may travel together.
• Four-legged domesticated animals: up to two adult animals of comparable size, compatible to travel and under 14 kg each, may be shipped together.
• Birds: limits follow IATA Live Animal Regulations (LARs).

Pet and animal travel can be arranged via approved Commercial Pet Transport Companies offering services such as:

• Animal container (crate) hire
• Door-to-door collection and drop-off
• Kennelling services
• Assistance with animal comfort stops

On arrival: Animal collections are generally available 30 minutes after the aircraft’s arrival at the Virgin Australia Cargo collection point.

You will need your Air Waybill (AWB) number and photo ID to collect your animal. If delayed, please contact the cargo facility in advance.

Animals not collected within 90 minutes may be handed over to an animal transport specialist at the owner’s expense.

When collecting your animal, open containers with caution as pets may be excited. Secure your animal quickly by clipping the lead or appropriate restraint.