Virgin Australia has issued a formal apology following a discrimination incident at Melbourne Airport, where a doctor was asked to leave the airline’s business lounge while discreetly pumping breast milk. The incident has reignited discussions about women’s rights and customer service standards in Australia’s aviation industry.
Dr Elise Turner, a Gold Coast-based women’s health specialist, was traveling as a business class passenger when a lounge manager told her she was making other customers “uncomfortable” and would need to relocate to a public bathroom or pay $150 for a private meeting room.
The incident occurred at Virgin Australia’s Melbourne domestic terminal lounge, where Dr Turner was quietly expressing milk under her shirt for her seven-month-old twins.
Legal Framework Protects Breastfeeding Rights
Under Australia’s Sex Discrimination Act 1984, it is illegal to discriminate against women who are breastfeeding or expressing milk in public spaces. The legislation specifically includes “expressing milk” in its definition of breastfeeding.
The federal Sex Discrimination Act 1984 makes it illegal in Australia to discriminate against a person either directly or indirectly on the grounds of breastfeeding.
Key legal protections include:
- Direct discrimination – treating a woman less favourably because she is breastfeeding
- Indirect discrimination – policies that disadvantage breastfeeding women
- Service provision – equal access to goods, services and facilities
- Accommodation – protection in rental and housing situations
Emily Carrolan, manager of Breastfeeding Friendly Australia, emphasised that “mothers should never be made to feel unwelcome or excluded, and service providers like airlines have a clear responsibility to uphold these rights.”
Incident Details Spark Outrage
Dr Turner documented the confrontation on social media, describing how the service manager became increasingly hostile when she refused to move to a bathroom facility. “I am beyond furious right now. I have been told that I cannot sit here, in the Virgin lounge, as a paying business class ticket holder, to express breastmilk that sits under my shirt,” she stated.
The airline staff suggested two alternatives:
- Using public bathroom facilities
- Hiring a private meeting room for $150
When Dr Turner attempted to educate the staff member about discrimination laws, “she placed a hand on my arm and said I was now making her and other people uncomfortable and I would need to leave.”
Virgin Australia’s Response and Investigation
Virgin Australia apologizes quickly, acknowledging the incident through multiple statements across major media outlets. “We are sorry for the way this situation was handled. It fell short of the high standards of care and customer service our team strives to deliver,” a company spokesperson stated.
The airline confirmed it has:
- Contacted Dr Turner directly with a formal apology
- Launched an internal investigation
- Spoken to the employee involved in the incident
- Committed to reviewing current staff training procedures
Virgin Australia CEO Jayne Hrdlicka appeared on national television, stating, “Mothers are welcome into all our areas and lounges, and they’re absolutely able to pump and breastfeed in the lounges themselves. We are happy to find them quiet areas to allow them to do that.”
Industry Context and Consumer Rights
The incident occurred during heightened scrutiny of corporate governance practices across Australian industries. Virgin Australia operates seven domestic lounges nationwide, generating significant revenue from membership fees and day passes priced at $98 per entry.
Current Virgin Australia lounge membership costs include:
- Annual membership: $680 per year plus $195 joining fee
- Lifetime membership: $6,800 (one-time payment)
- Business class passengers receive complimentary access
The meeting room charge mentioned in the incident reflects Virgin Australia’s premium services, with the flagship Melbourne boardroom typically costing $150 per hour for external bookings.
Social Media Response and Public Sentiment
Dr Turner’s Instagram post garnered thousands of comments and shares, with many users sharing similar experiences across various service providers. The incident highlights ongoing challenges faced by working mothers in Australia’s corporate landscape.
https://x.com/3AW693/status/1967862132717801917
Public response has been overwhelmingly supportive of Dr Turner, with calls for:
- Enhanced staff training on discrimination laws
- Clear policies protecting breastfeeding mothers
- Accountability measures for service failures
- Industry-wide compliance reviews
Broader Implications for Service Industries
This incident reflects broader challenges within Australia’s service sector regarding discrimination awareness and regulatory compliance. Legal experts note that successful discrimination complaints can result in financial compensation and mandatory policy changes.
The Australian Human Rights Commission handles such complaints through conciliation processes, which can include:
- Formal apologies
- Financial compensation
- Access to previously denied facilities
- Mandatory staff training programs
Service providers across industries are reviewing their policies to ensure compliance with anti-discrimination legislation, particularly following high-profile incidents like this Virgin Australia case.
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Moving Forward
Virgin Australia has committed to using this incident as a learning opportunity to improve staff awareness and customer service protocols. The airline industry increasingly recognises the importance of inclusive policies that support travelling families and working mothers.
Dr Turner confirmed she accepted Virgin Australia’s apology and will work with the airline during their investigation process. Her case demonstrates the power of social media advocacy in holding large corporations accountable for discriminatory practices.
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