Help Centre

Agent Help

Agent Help

The following guides are tailored to specifically to help Agents best understand how to use aspects and functions of the Virgin Australia website.

How to Register for an Agent Account

Step 1 – Visit Agents Registration page

  • Visit virginaustralia.com, hover over Bookings in the main navigation, and click Agents Registration.

Step 2 – Select account type

  • Click the link marked Travel Agents - Information and Registration.

Step 3 – Register for account

  • Read the information provided.
  • Click your preferred account type link.
  • Read and accept the Terms and Conditions (if applicable).
  • Fill out the form and send it to the email address provided, or where applicable click Submit.

Step 4 – Receive confirmation and login details

  • Once you have successfully registered for a Travel Agent  account, you will receive an email confirmation and login details for your Admin User account profile.

For more information about Corporate and Agent accounts:

Overview of Fare Types

Agents

  • Admin User

The Admin User is the person who has applied for the agency account, or the contact listed for the account. The Admin Users profile is an administrative profile, used to maintain contact details and create consultant profiles – not to book travel.

To book travel, Admin Users must create consultant profiles for each employee permitted to make Virgin Australia bookings.

  • Agent

An Agent is a 'basic user' with the ability to book travel, and access their bookings only.

  • Super Agent

A Super Agent is an Agent, with the ability to book travel, and access the entire organisation’s bookings. Every organisation should have at least one Super Agent set up.
 

How to Set Up an Agent User Profile

Step 1 – Login to Admin User account

  • Visit virginaustralia.com, hover over Bookings in the main navigation, and click Agents and Corporate Login.
  • Click ‘Secure login for travel agents’ link.
  • Enter Admin User Username, Password and Currency, and click Login.

Step 2 – Create Travel Arranger or Agent account

  • Enter the details of the Agent you would like to create, and click Submit.
  • If submitted correctly, the page will refresh with a confirmation message.
  • The Agent will receive two emails: confirmation of Username and confirmation of Password.

Step 3 – Enable Super Agent account (optional)

  • Search for Agent by name, or by selecting from List All.
  • Tick the Enable Super User tickbox beside the applicable user, and click Update.
  • The update will be confirmed with an Agent Updated email.

Important Note:

To setup a user profile, someone within your company must already be registered for an Admin User profile. To register for an Admin User profile, visit our Agents Registration page, and follow steps outlined in our How to Register for a Corporate/Travel Agent Account guide.
 

How to Access Agent Accounts

Step 1 – Login to account

  • Visit virginaustralia.com, hover over Bookings in the main navigation, and click Agents and Corporate Login.
  • Click ‘Secure login for travel agents’ link.
  • Enter Agent’s Username and Password, select Currency type, and click Login.

Step 2 – View account transactions

  • Agency credit limit and balance are shown at the top of the Welcome page
  • Travel Agent profiles have access to book on behalf of any linked Corporate Accounts. Linked Corporate Accounts can be viewed via the drop down selection box on the Welcome page.
  • Bookings can be viewed, by searching for Reservation Number or Name.

How to Make Agent Bookings

Step 1 – Login to account

  • Visit virginaustralia.com, hover over Bookings in the main navigation, and click Agents and Corporate Login.
  • Click ‘Secure login for travel agent’ link.
  • Enter Agent’s Username and Password, and select currency type, and click Login.

Step 2 – Search for flights

  • Click Search for Flights button, located on the top right hand corner of Welcome page.
  • Enter your flight search criteria, and click Search.

Step 3 – Select flight time and fare type

  • Choose preferred flight time and fare type from the table provided, and click Continue.

Note: Fare inclusions and rules can be viewed on virginaustralia.com, under Fare Types.

Step 4 – Confirm itinerary

  • Review itinerary details.
  • Click View Fare Rules link to view the rules applicable to the fare(s) selected.
  • Click Purchase to confirm itinerary and make booking.

Step 5 – Add guest information

  • Enter guest’s details in the fields provided, and click Seat Selection.

Step 6 – Select seat (optional)

  • Click on the guest’s preferred seat on the seat map provided, and click Continue.
  • For return bookings, click on the guest’s preferred seat on the seat map provided, and click Add Travel Extras.

Step 7 – Add Travel Extras (optional)

  • To offset carbon emissions, tick tickbox next to guest’s name, click Next to offset return flight, and click Continue.

Step 8 – Make payment

  • Choose your preferred method of payment (credit card, PoLi or Travel Bank).
  • Pay for flight(s) (and extras) by entering applicable details in the fields provided, or by following the steps in the information provided.
  • Enter Billing Address in the fields provided.
  • Read fare rules and tick tickbox to confirm that you have read and understood our Terms and Conditions of Carriage, Fare Rules and Privacy Policy.
  • Click Purchase to reserve your flight(s) and extras.

Your booking has been confirmed.

Next steps:

  • An itinerary and e-Ticket has been sent to the nominated email address – please forward this email to the guest.
  • If you need to alter the booking you can do so online by accessing your Agent account.

How to Manage Agent Bookings

The following aspects of Agent bookings can be managed online:

  • View bookings online
  • Change flight bookings
  • Cancel flight bookings

How to Manage Bookings Online

Login to account

  • Visit virginaustralia.com, hover over Bookings in the main navigation, and click Agents and Corporate Login.
  • Click ‘Secure login for travel agents’ link.
  • Enter Agent’s Username and Password, select Currency type, and click Login.

Locate booking/View booking online

  • Bookings can be viewed, by searching for Reservation Number or Name.

Change flight(s)

  • Locate booking.
  • Review flight details and click Exchange.
  • Tick tickbox next to flight you wish to exchange, enter new flight search criteria, and click Search.
  • Choose preferred flight time and fare type from the table provided, and click Continue.
  • Review new itinerary, and click Purchase.
  • Review information, and click Seat Selection.
  • Choose preferred seat(s) on the seat map provided, and click Continue, then Add Travel Extras.
  • To offset carbon emissions, tick tickbox next to guest’s name, click Next, and click Continue.
  • Review exchanged itinerary for change fees and differences payable.
  • Select payment type; enter applicable details in the fields provided (or follow the steps in the information provided); enter Billing Address; read fare rules and confirm that you have understood our Terms and Conditions of Carriage, Fare Rules and Privacy Policy; and click Purchase to exchange flights.
  • Confirmation of exchanged will be emailed to the email address provided.

Cancel booking/Create open ticket

  • Locate booking.
  • Review flight details and click Cancel Entire Itinerary.
  • Click Confirm Cancellation in pop-up window to cancel booking (create an open ticket).
  • Confirmation of cancellation will be emailed to the email address provided.
  • To redeem an open ticket, please call our Guest Contact Centre.

Note: Refunds can only be obtained by cancelling itineraries through our Guest Contact Centre.

The flexibility of a booking depends on the fare family purchased. Changes can only be made to certain fares and may attract fees and surcharges. Fare types come with different inclusions and rules – which can be viewed on virginaustralia.com, under Fare Types.

Fares that permit change can only be exchanged to fares of equal or greater value. Where the new fare is of greater value, the difference must be paid. All bookings can be cancelled, but only some offer credits. The amount credited depends on the fare type booked. For specific information please refer to the fare rules our Fees and Surcharges Policy.

Flight Extras can only be cancelled or changed via the Guest Contact Centre in accordance with the Fare Rules applicable to the booking.

Bookings made using POLi can only be cancelled via the Guest Contact Centre.