Agency hub
The Virgin Australia Agency Hub is a dedicated site for our Travel Industry Partners.
On this page, you will find:
- Commercial policies
- Fare information
- Policies and guides
- Sales tools
- Trade releases
Travel agent enquiries and support
Our experienced Virgin Australia Industry Support team is committed to delivering excellence in customer service by providing expert advice and sales support solutions to you and your customers.
As a result of COVID-19, our Industry Support Team are operating reduced hours and our Industry Inbox is experiencing high levels of enquiries.
We thank you for your patience as we work through the unprecedented backlog of enquiries.
To speak with an Industry Support Agent, the operating hours are as follows:
Monday to Friday: 7.30am – 7.00pm (AEST)
Saturday: 8.00am – 5.00pm (AEST)
Refund Request Form – ARC | BSP Agents (where BSP has been withdrawn)
If requesting a refund for tickets issued on/before 20 April: please refer to our current commercial policy as you are entitled to a conditional credit.
We currently don’t offer a refund process via GDS and ARC/IAR but all GDS users of Virgin Australia BSP activated markets can raise their Refund Applications via BSPlink/ASD and your requests will be processed in a timely manner. All other BSP markets and US agents, please submit your refund request using our online refund request form. Please complete the details requested in the form and we will be in touch with further information shortly.
For those markets where BSP has not been withdrawn please request refunds using the traditional BSP/ASD refund application process.
Phone
We are available to assist Travel Agents by phone - our Virgin Australia Industry Support team can be contacted for any of the following:
- Fare Rule Clarification
- Policy Interpretation and Advice
- Fare Reassessment Support
- Fare Quote Support
- Tax Quotes
- Troubleshooting
- Disruptions and Schedule Changes
| Calling from | Toll free contact number |
|---|---|
| Australia | 136 737 |
| New Zealand | 0800 777 737 |
| China | +61 7 3119 7048 |
| Hong Kong | +61 7 3119 7078 |
| Japan | 0506 864 8006 |
| Rest of the world | click here (PDF, 106.6KB) |
We are available to assist Travel Agents via email instead of calling via the following email addresses:
| Location | Email Address |
|---|---|
| Australia | va.agentshelpdesk@virginaustralia.com |
| New Zealand | va.agentshelpdesk@virginaustralia.com |
| North and South America | va.agentshelpdesk@virginaustralia.com |
| Hong Kong | vigs@virginaustralia.com |
| Japan | vigs@virginaustralia.com |
| International | va.agentshelpdesk@virginaustralia.com |
International groups
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.
2021
Keep up to date with our Commercial Policies.
2021
| Date Communicated | Commercial Policies |
|---|---|
| 25 October | Future Flight Credit Policy v6 (PDF) |
| 15 October | COVID-19 Commercial Policy v35 - All Bookings (PDF) |
2020
| Date Communicated | Commercial Policies |
|---|---|
| 22 October | Retaining Residual for Future Flight Credit Policy v1.1 (PDF) |
| 7 February | Tropical Cyclone Damien v2 (PDF) |
| 30 January | Samoa and Papua New Guinea COVID-19 Policy (PDF) |
| 24 January | AVIH Snub-Nosed Breeds Ban (PDF) |
| 9 January | Tropical Cyclone Claudia (PDF) |
| 7 January | Tropical Cyclone Blake (PDF) |
Booking Future Credit fares
Economy class: U class
Business class: D class
Fares must be priced against account code FFC20
Please Note: If U is booked and FFC20 is not used as the account code, no fare will be returned.
| Fare Price | Fare Display | |
| Galileo | FQ-:FFC20 or FQ-:{account code}/CVA | FDSYDBNE12JUN/VA-PRI-:FFC20 |
| Sabre | WPAC*FFC20¥XC | FQBNESYD15JUN¥AC*FFC20 |
| Amadeus | FXP/R,U*FFC20,VC-VA | FQSYDBNE/12JUN/AVA/R,U*FFC20 |
| Worldspan | 4P*FSR#/@@FFC20 | 4FSYDMELSR-VA/L1JUN/@@FFC20 |
Pseudo Flight long-sell entries
Galileo: 0VA5996Y15JULHDQBVINN1
Sabre: 0VA5996Y15JULHDQBVINN1
Amadeus: SSVA5996Y15JULHDQBVINN1
Booking Future Credit fares fares for accelerate and SmartFLY
Economy class - U class
Business class - D class
Fares must be priced against account code FFC99
Please note: If U is booked and FFC99 is not used as the account code, no fare will be returned.
| Fare Price | Fare Display | |
| Galileo | FQ-:FFC99 or FQ-:{account code}/CVA | FDSYDBNE12JUN/VA-PRI-:FFC99 |
| Sabre | WPAC*FFC99¥XC | FQBNESYD15JUN¥AC*FFC99 |
| Amadeus | FXP/R,U*FFC99,VC-VA | FQSYDBNE/12JUN/AVA/R,U*FFC99 |
| Worldspan | 4P*FSR#/@@FFC99 | 4FSYDMELSR-VA/L1JUN/@@FFC99 |
Pseudo Flight long-sell entries
Galileo: 0VA5996Y15JULHDQBVINN1
Sabre: 0VA5996Y15JULHDQBVINN1
Amadeus: SSVA5996Y15JULHDQBVINN1
Policies and Guides
- Future Flight Credit Policy v6 (PDF)
- Retaining Residual for Future Flight Credit Policy v1.1 (PDF)
- Ticket Credit for Multiple Bookings v3 (PDF)
- Future Flight Credit FAQs v3 (PDF)
GDS Clue Cards
Policies
- Agency Debit Memo (ADM) and Agency Credit Memo (ACM) Policy (PDF)
- Baggage Policy (PDF)
- GDS Booking Policy (PDF)
- General Booking Restriction Policy (PDF)
- Guests Travelling Under the Age of 18 Policy (including UMNR and YPTA) (PDF)
- Infant Booking Policy (PDF)
- Least and Most Restrictive Fare Policy (PDF)
- Name Change Policy - Retail Industry (PDF)
- Name Change Policy - Corporate (PDF)
- Name Correction Policy - Retail Industry (PDF)
- Name Correction Policy - Corporate (PDF)
- Passenger Pet Travel Policy (PDF)
- Payment Surcharge Policy (PDF)
- Rebooking, Reissue and Exchange Policy (PDF)
- Seating Policy (PDF)
- Taxes, Fees and Charges Policy (PDF)
- Ticket and EMD Validity Policy (PDF)
- Void, Cancellation and Refund Policy (PDF)
- Waitlist Policy (PDF)
Policies - Chinese
- GDS Booking Policy - Chinese (PDF)
- Name Change Policy - Retail Industry Chinese (PDF)
- Name Correction Policy Chinese (PDF)
- Void, Cancellation and Refund Policy Chinese (PDF)
Guides
- BSP Activated Countries (PDF)
- Domestic Pet Travel Guide (PDF)
- Economy X FAQs (PDF)
- EMD-A Travel Agent Guide (PDF)
- EMD-S Travel Agent Guide (PDF)
- Extra Seat Process (PDF)
- Liquids
- Medical Clearance Information
- Meet and Assist Information
- Specific Needs and Assistance Travel Agent Guide (PDF)
- Travel Insurance Request Form
- Unaccompanied Minor Form (PDF)
- UpgradeMe Premium Bid Process (PDF)
- Velocity Upgrade Process (PDF)
- Voluntary Reissue and Converting Currency Guideline (PDF)
Clue Cards
- Compulsory Passenger Contacts for Disrupts & Pandemic Response GDS Clue Card (PDF)
- GDS Amadeus Clue Card (PDF)
- GDS Galileo Clue Card (PDF)
- GDS Sabre Clue Card (PDF)
- EMD-A Amadeus Clue Card - Extra Baggage (PDF)
- EMD-A Amadeus Clue Card - Economy X (PDF)
- EMD-A Amadeus Clue Card - UMNR (PDF)
- EMD-A Amadeus Clue Card - AVIH Pet (PDF)
- EMD-A Apollo Clue Card - Extra Baggage (PDF)
- EMD-A Apollo Clue Card - Economy X (PDF)
- EMD-A Apollo Clue Card - UMNR (PDF)
- EMD-A Apollo Clue Card - AVIH Pet (PDF)
- EMD-A Galileo Clue Card - Extra Baggage (PDF)
- EMD-A Galileo Clue Card - Economy X (PDF)
- EMD-A Galileo Clue Card - UMNR (PDF)
- EMD-A Galileo Clue Card - AVIH Pet (PDF)
- EMD-A Sabre Clue Card - Extra Baggage (PDF)
- EMD-A Sabre Clue Card - Economy X (PDF)
- EMD-A Sabre Clue Card - UMNR (PDF)
- EMD-A Sabre Clue Card - AVIH Pet (PDF)
- EMD-A Worldspan Clue Card - Extra Baggage (PDF)
- EMD-A Worldspan Clue Card - Economy X (PDF)
- EMD-A Worldspan Clue Card - UMNR (PDF)
- EMD-A Worldspan Clue Card - AVIH Pet (PDF)
- EMD-S Amadeus Clue Card Group Deposit-Final Payments (PDF)
- EMD-S Sabre Clue Card Group Deposit-Final Payments (PDF)
- EMD-S Travelport Clue Card Group Deposit-Final Payments (PDF)
- Refund Clue Card (PDF)
Groups Clue Cards and Guides
- Sabre Clue Card - EMD-S Group Deposit/Final Payments (PDF)
- Amadeus Clue Card - EMD-S Group Deposit/Final Payments (PDF)
- Travelport Clue Card - EMD-S Group Deposit/Final Payments (PDF)
- How to Create a One Way and Return Quote
- How to Create a Series Quote
- How to Create a Multi City Quote
- How to Create a Multi Origin Quote
- Group Sales Optimiser FAQ's
Commission
Virgin Australia accelerate
Lounge Flyers
Misc Collateral
- Check-in Poster (PDF, 203.3KB)
- Virgin Australia Entertainment App Flyer (PDF, 1MB)
- Velocity Flyer (PDF, 1012.6KB)
Group Booking Flyers
- General Groups Flyer (PDF, 748.2KB)
- Groups Online Check-in Flyer (PDF, 556KB)
- Groups School Flyer (PDF, 512KB)
- Groups Sporting Flyer (PDF, 1.1MB)