Bookings

Agency Hub

The Virgin Australia Agency Hub is a dedicated site for our Travel Industry Partners to source the following:

  • Commercial Policies
  • Fare Information
  • Policies and Guides
  • Sales Tools
  • Trade Releases

Travel Agent Enquiries and Support

Our experienced Virgin Australia Industry Support team are committed to delivering excellence in customer service by providing expert advice and sales support solutions to you and your customers.
 

Online Forms

We are available to assist Travel Agents for any of the following requests via our online forms. Online requests will be processed Monday to Friday 0730 - 1730 AEST. These forms must be used for any of the following requests:

Phone

We are available to assist Travel Agents by phone 24 hours a day, seven days a week. Our Virgin Australia Industry Support team can be contacted for any of the following:

  • Fare Rule Clarification
  • Fares and Ticketing assistance for travel within 48 hours
  • Policy Interpretation and Advice
  • Waiver Requests
Calling from:Toll free contact number:
Australia136 737
Rest of the worldclick here (PDF)


Email

We are available to assist Travel Agents via email instead of calling, Monday to Friday 0730 - 1730 AEST via the following email addresses:

Location:Email Address:
Australiava.agentshelpdesk@virginaustralia.com
New Zealandnz.agents@virginaustralia.com
North and South Americaus.sales@virginaustralia.com
Internationalinternational.sales@virginaustralia.com


Travel Agent Resources

For further support exclusive to Virgin Australia Travel Agents please refer to the following resources: 

 

Keep up to date with our latest industry partner news.

2016

Date CommunicatedTrade Release
23 MayReminder: Virgin Australi Trans Tasman Disounts for accelerate Clients through Fare Advantage
18 MayVirgin Australia Sydney-Abu Dhabi (VA29 & VA30) Flight Cancellations
16 MayVirgin Australia Revolutionises Travel Across the Pacific and Virgin Australia Launches Economy Space +
13 MayVirgin Australia Add More Services on Tamworth Route. Reminder: Virgin Australia Contacting Us Update and Reminder: Virgin Australia Name Correction Policy
10 MayVirgin Australia Announces Brisbane - Emerald Flights to be Operated by Alliance Airlines
10 MayVirgin Australia offers Trans Tasman Promotional Discounts for accelerate Clients through Fare Advantage
6 MayVirgin Australia Update on Services to Vanuatu. Update: Electronic Miscellaneous Documents (EMDs) – Travelport Extra Legroom and Virgin Australia Introduces Name Correction Policy
3 MayVirgin Australia Lounge Offer for over 60s
28 AprilVirgin Australia Services For A-League Grand Final
27 AprilAmendment to Domestic Australia Structural Fares for Area 2 Point of Sale - Europe
27 AprilUpdate: Amendment to Domestic Australia Structural Fares for Point of Sale GB
30 MarchVirgin Australia AFTA Nominations 2016
24 MarchReminder: Contacting Virgin Australia - updates to Agency Hub contact us tab
18 MarchVirgin Australia update on Services to Vanuatu. Virgin Australia Contacting Us update. Virgin Australia Fares and Ticketing Policies and Updated GDS Booking Policy.
07 MarchReminder: Virgin Australia Schedule Change Process and Correct use of Waiver Code/s. Reminder: System Enhancement - change to intinerary after check-in has occurred
03 MarchUpdate: New Trans-Tasman Fare Structure and Pacific Islands Fare Type Name Change
24 FebruaryBack to Business Promotional Discounts for accelerate Clients
23 FebruaryVirgin Australia Update on Nadi, Fiji Flights
15 FebruaryFares for Point of Sale GB
09 FebruaryVirgin Australia Update: Trans-Tasman Fare Structure and Pacific Islands Fare Type Name Change revised launch date. Virgin Australia and Singapore Airlines Canberra codeshare services. Virgin Australia Medical Clearance Process and Travel Agent Guidelines
01 FebruaryVirgin Australia accelerate offers Back to Business Promotional Discounts for accelerate clients
28 JanuaryVirgin Australia Update on Vanuatu Services
22 JanuaryVirgin Australia Cancellation of Flights and Vendor Remark Messaging
15 JanuaryReminder: VA*DL Schedule Change. Virgin Australia Increase Number of Flights between Newcastle and Brisbane. Virgin Australia Interline Agreement with Alitalia (AZ) and Air Serbia (JU).
11 JanuaryNew Trans-Tasman Fare Structure and Pacific Islands Fare Type Name Change
11 JanuaryAmendment to Domestic Australia Structural Fares for Point of Sales GB
01 JanuaryNew Year. New Adventure Sale

 

2015

Date CommunicatedTrade Release
23 DecemberVirgin Australia GDS Booking Policy Update. Reminder: System Enhancement. New Hazardous Materials Message For Virgin Australia Customers
21 DecemberVirgin Australia Sydney-Abu Dhabi (VA29 & VA30) Flight Cancellations. Special Needs and Assistance Travel Agent Guide. Special Service Requests (SSRs)
21 DecemberUpdate: Amendment to Domestic Australia Structural Fares for Point of Sale GB
17 DecemberAmendment to Domestic Australia Structural Fares for Point of Sale GB
16 DecemberVirgin Australia Travel Agent Enquiries - Travel Agent Support Contact details (toll free numbers and email contact details)
11 DecemberVirgin Australia Introduce Non-stop Christchurch-Rarotonga Service. Virgin Australia Pet Booking Process and New Fee Structure. Virgin Australia VA*SQ/MI Insurance Surcharge Collection Change From Q to YQ. Virgin Australia Name Change Policy - Update
30 NovemberVirgin Australia Perth Terminal - Now Open. New Limousine Process on Abu Dhabi Route
27 NovemberFlight Cancellations to Denpasar
20 NovemberVirgin Australia Perth Terminal Reminder. Virgin Australia Short haul International Network Enhancements. Temporary Change in Arrival Terminal (LAX)
19 NovemberSchedule Changes for VA165 Auckland - Gold Coast
17 NovemberThe Velocity 10th Birthday Sale
13 NovemberUpdate: Virgin Australia Perth Terminal. Virgin Australia Unveils Future Check-in Experience in Perth
11 NovemberUpdate: Flight Cancellations to Denpasar (Update 4)
10 NovemberUpdate: Flight Cancellations to Denpasar (Update 3)
09 NovemberVirgin Australia Introduces Fare Advantage discounts for accelerate Clients, Changes to Virgin Australia accelerate program Terms and Conditions
06 NovemberVirgin Australia Perth Terminal Update. Virgin Australia Adds Flights to Tamworth for Toyota Country Music Festival. Velocity Upgrade Update
05 NovemberUpdate: Flight Cancellations to Denpasar (Update 2)
04 NovemberUpdate: Flight Cancellations to Denpasar (Update 1)
03 NovemberFlight Cancellations to Denpasar
27 OctoberVirgin Australia Perth T1 Domestic Terminal Opening Day Announced
23 October Trans-Tasman Fare Update, Virgin Australia GDS Booking Policy
13 OctoberVirgin Australia Business Class Refit and VA29 & VA30 Sydne-Abu Dhabi Services. Virgin Australia Bonus Commission and Virgin Australia to Operate Seasonal Services to Nadi
02 OctoberVirgin Australia Update: Derby Route
01 OctoberAFL Grand Final: PER-MEL Additional Service
01 OctoberVirgin Australia Update: Albany, Esperance, Ravensthorpe Routes and Update to Virgin Australia ADM and ACM Policy
09 SeptemberSir Richard Branson Launches Major Virgin Australia Upgrade at Brisbane Airport
04 SeptemberMillion Seat Sale
02 SeptemberNew trans-Tasman Fare Basis Codes
28 AugustVirgin Australia Waitlist Policy, Virgin Australia UpgradeMe Premium Bid and Online Check-in for Group Bookings
17 AugustVirgin Australia Set a New World Standard in Domestic Business Class
07 AugustVirgin Australia and Tigerair Australia International Routes Update, Virgin Australia withdrawal of selected services to Denpasar and Phuket and Trans-Tasman and International Long-haul Services
05 AugustFlight Cancellations to Denpasar
27 JulyVirgin Australia Introduce Married Segment Logic
23 JulyVirgin Australia Add-Ons, No-Shows for Domestic Fares, Pre-reserved seating for Velocity Frequent Flyer Members via GDS and Reminder: accelerate tour code tracking
13 JulyUpdate: Flight Cancellations to Denpasar (Update 2)
13 JulyUpdate: Flight Cancellations to Denpasar (Update 1)
12 July Update: Flight Cancellations to Denpasar
10 July "All Stars" Travel Agent Famil to New Zealand
02 JulyVirgin Australia Additional International Toll Free Contact Numbers
30 JuneVirgin Australia Launch Refreshed Agency Hub
24 JuneUpdate: Electronic Miscellaneous Documents (EMDs) - Amadeus
22 JuneVirgin Australia Transfroms Boeing 777 Premium Economy Service and Cabin, and Virgin Australia Domestic Structural Fare Level Changes
19 JuneVirgin Australia to Operate Additional Services Between Brisbane and Honiara and Reminder: Virgin Australia VA*SQ/MI Fuel Surcharge Collection
16 June Virgin Australia Sydney - Abu Dhabi (VA29/VA30) Re-accommodation and Los Angeles - Brisbane Cancellations Oct15-Apr16
12 JuneVirgin Australia End of Financial Year Sale
02 JuneVirgin Australia Codeshare Expansion on Silk Air (MI), Changes to selling of SQ/MI Flights on Virgin Australia ticket stock
29 MayChange to Travel Agency Main Agreement. Inaugural Sydney-Tamworth Flight. Reminder: new immigration laws for minors travelling to South Africa
26 MayReminder: National Agent Incentive - Aviators Club
21 MayNational Agent Incentive - Aviators Club and Extended Happy Hour Sale
19 MayDomestic Structural Fare Changes
14 MayVirgin Australia Operate Seasonal Services between MEL/DRW and VA*DL Schedule Change - workarounds
01 MayNew Immigration Laws for minors travelling to South Africa. Reminder: Commercial Policy for weather affecting SE QLD and NSW. VA/SAA Frequent Flyer program. VA Prime and VA*OA codeshare flights paid seating issue fixed. Clarification on Australian Domestic Stand Alone Tickets with GST Exempted
23 AprilWireless IFE complimentary on Trans-Tasman and Pacific Island Routes (NZ agent release)
23 AprilVirgin Australia Groups Booking Premium Incentive and Wireless IFE complimentary on Trans-Tasman and Pacific Island Routes (AU agent release)
21 AprilAmendments to Trans-Tasman Structural Economy Fares.  Domestic Stand Alone Tickets with GST Exempt (Pos AUS). Reminder: Virgin Australia's Change Fee to be collected as YR
15 AprilVirgin Australia Announce Complimentary Food & Beverage on Domestic Flights
01 AprilVirgin Australia Disabling Hahn Air (HR) Ticketing, AFTA nominations, Launch of Darwin to Adelaide Flights via Alice Springs and Opening of Darwin and Alice Springs Lounges
30 MarchVirgin Australia roll out Business Class on remaining Trans Tasman and International Short Haul routes and Remove Premium Economy from Trans Tasman and International Short Haul routes
24 MarchVirgin Australia Disrupt Process, Virgin Australia VA*SQ/MI  Fuel Surcharge Collection Change From Q to YQ and Update: EMD-A - Worldspan able to issue EMD-A for extra baggage and UMNR
13 MarchReminder: Fare Class re-alignment and Increase to Name Change and UMNR fees
06 MarchVirgin Australia Deploy A330 Aircraft Internationally. Update on Travelport EMD-As reactivated for Extra Baggage and UMNR fees. Correct usage of waiver codes for Automated Refunds and Changes to Virgin Australia accelerate Terms and Conditions
28 FebruaryVirgin Australia's Award-Winning Business Class Takes To NZ Skies For First Time and Reminder: Indonesia Passenger Service Charge
27 FebruaryVirgin Australia Fare Class re-alignment
25 FebruaryIssue Affecting Sabre Agents when booking a combined itinerary including VA prime and VA*OA codeshare flights with paid seating purchased on the prime flight, and Changes to Travel Agency Main Agreement 
23 FebruaryReminder: Virgin Australia's Booking and Service Fee Changed from YR to OB
18 FebruaryVirgin Australia System Enhancement - Voluntary Changes on Day of Departure/After Check-In (PDF)
13 FebruaryVirgin Australia's Booking and Service Fee Changing from YR to OB
29 JanuaryTravelport Electronic Miscellaneous Document Issue and Indonesia Passenger Service Charge
22 JanuaryVirgin Australia Restructures United States Fares and Responds to Changes in Oil Price and Australian Dollar
16 JanuaryVoluntary Reissue and Converting Currency Guidelines and Virgin Australia's Booking and Service Fee Changing from YR to OB

 

Keep up to date with our Commercial Policies.

2016

Date Communicated Commercial Policies
21 June Zika Virus Indonesia - Denpasar (version 1)
13 June SYD-AUH-SYD (VA29/VA30) B777 Aircraft Removed From Service Due to Maintenance 02-19 NOV 2016 (PDF) (version 1)
13 June SYD-AUH-SYD (VA29/VA30) Re-accommodation APR-AUG 2016 (PDF) (version 3)
07 June Honiara Suspension of Services (PDF)
19 May Sea Princess Cruise Delay
18 May SYD-AUH-SYD (VA29/VA30) Re-accommodation APR-AUG 2016 (PDF) (version 2)
10 May Emerald (EMD) Alliance Airlines arrangement
29 April P & O Pacific Eden delayed arrival into Perth (PDF)
28 April Port Vila (VLI) Cessation of VA Service (PDF) (version 7)
23 April Tropical Cyclone Amos - Apia (PDF) 
06 April Tropical Cyclone Zena - Fiji (PDF) 
01 April Border Industrial Action (PDF) (29 March - 07 April 2016)
24 March Border Industrial Action (PDF) (29 March - 01 April 2016)
22 March Border Industrial Action (PDF) (22 - 24 March 2016)
16 March Port Vila (VLI) Cessation of VA Service (PDF) (version 6)
15 March Port Vila (VLI) Cessation of VA Service (PDF) (version 5)
26 February Port Vila (VLI) Cessation of VA Services (PDF) (version 4)
22 February Tropical Cyclone Winston - Fiji (PDF) (version 2)
19 February Tropical Cyclone Winston - Fiji (PDF) (version 1)
18 February  Port Vila (VLI) Cessation of VA Services (PDF) (version 3)
05 February Port Vila (VLI) Cessation of VA Services (PDF) (version 2)
29 January Tropical Low WA (PDF) (version 1)
28 January Port Vila (VLI) Cessation of VA Services (PDF) (version 1)
08 January P & O Pacific Eden delayed arrival into Sydney (PDF)
07 January  P & O Pacific Pearl delayed arrival into Sydney (PDF)

 

2015

Date Communicated Commercial Policies
21 December SYD-AUH-SYD (VA29/VA30) Re-accommodation APR-JUL 2016 (PDF) (version 1)
21 December Madonna Rebel Tour Reschedule (PDF)
08 December P & O Pacific Jewel - delayed arrival into Sydney/Melbounre (PDF) (version 2)
07 December P & O Pacific Jewel - delayed arrival into Sydney (PDF) (version 1)
27 November Mt Rinjani Volcanic Ash - Denpasar (PDF) (version 1)
16 November Mt Rinjani Volcanic Ash - Denpasar (PDF) (version 8)
12 November Mt Rinjani Volcanic Ash - Denpasar (PDF) (version 7)
10 November Mt Rinjani Volcanic Ash - Denpasar (PDF) (version 6)
09 November Mt Rinjani Volcanic Ash - Denpasar (PDF) (version 5)
06 November P & O Pacific Dawn Cruise Ship - delayed arrival into Brisbane (PDF)
06 November Border Industrial Action (PDF)
05 November Mt Rinjani Volcanic Ash - Denpasar (PDF) (version 4)
05 November  Mt Rinjani Volcanic Ash - Denpasar (PDF) (version 3)
04 November Mt Rinjani Volcanic Ash - Denpasar (PDF) (version 2)
03 November Mt Rinjani Volcanic Ash - Denpasar (PDF)
13 October Carnival Cruise Spirit - delayed arrival into Sydney (PDF)
06 October Melbourne Formula 1 Grand Prix Reschedule Mar16 (PDF) (version 2) 
06 October  Carnival Cruise Ship - delayed arrival into Sydney (PDF)
04 October B777 Aircraft Removed From Service Due to Maintenance (PDF)
02 October Derby (DCN) Cessation of VA Services (PDF) (version 1)
01 October Melbourne Formula 1 Grand Prix Reschedule Mar16 (PDF)
01 October Albany (ALH), Esperance (EPR) and Ravensthorpe (RVT) Cessation of VA Services (PDF) (version 1)
01 October Denpasar (DPS) Reduction of VA Services (PDF) (version 2)
01 October Phuket (HKT) Cessation of VA Services (PDF) (version 2)
07 August Mt Raung Volcanic Ash - Denpasar (PDF) (version 3)
07 August Denpasar (DPS) Reduction of VA Services (PDF)
07 August Phuket (HKT) Cessation of VA Services (PDF)
05 August Mt Raung Volcanic Ash - Denpasar (PDF) (version 2)
05 August Mt Raung Volcanic Ash - Denpasar (PDF) (version 1)
22 July Mt Raung Volcanic Ash - Denpasar (PDF)(version 6)
14 July Mt Raung Volcanic Ash - Denpasar (PDF) (version 5)
13 July Mt Raung Volcanic Ash - Denpasar (PDF) (version 4)
09 July Mt Raung Volcanic Ash - Denpasar (PDF) (version 3)
22 June  SYD-AUH-SYD (VA29/VA30) Re-accommodation Oct15-Apr16 (PDF)(version 2)
18 June Carnival Sun Princess Cruise Ship Delay - Brisbane (PDF)
16 June  LAX-BNE Flight Cancellations 26Oct15 & 01Feb16 (PDF)
16 June SYD-AUH-SYD  (VA29/VA30) Re-accommodation Oct15-Apr16 (PDF) (version 1)
04 June  LAX-SYD-LAX (VA1 & VA2) Flight Cancellations (PDF)
01 May Adverse weather affecting South East QLD and New South Wales (PDF)
21 April Carnival Spirit Cruise Ship - delayed arrival into Sydney (PDF)
10 April Cessation of Busselton (BQB) Services (PDF)
26 March Tropical Cyclone Nathan - Darwin (PDF)
26 March Tropical Cyclone Pam - Vanuatu (PDF)(version 4)
23 March Tropical Cyclone Nathan - Cairns (PDF)
20 February Adverse Weather Forecast for South East QLD and Northern NSW (PDF)
03 February USA Northeast-Midwest Inclement Weather (PDF)(version 2)
27 January USA Northeast Inclement Weather (PDF) (version 1) 
05 January South Australia and Victoria Fires (PDF)

 

Policies


Guides


Clue Cards


Commission