Agency hub
The Virgin Australia Agency Hub is a dedicated site for our Travel Industry Partners.
On this page, you will find:
- Commercial policies
- Future Flight credit information
- Virgin Australia Business Flyer information
- Policies and guides
- Sales tools
- Trade releases
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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: 5.00 am - 11.00pm (AEST)
Saturday & Sunday: 7.30am - 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Refund Request Form – ARC | BSP Agents (where BSP has been withdrawn)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 Future Flight credit policy.
For BSP markets where BSP has been withdrawn and US agents, please submit your refund request using our online refund request form.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For those markets where BSP has not been withdrawn, please process refund via GDS and BSP/ARC system.
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 | +61 7 3119 7089 |
| 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
| Location | |
|---|---|
| Outside Australia | insidesales.groups@virginaustralia.com |
Travel Agent Resources
For further support exclusive to Virgin Australia Travel Agents please refer to the following resources:
Commercial Policies
Current Commercial Policy Quick Reference Guide
| Commercial Policy | Valid for | Summary of options | Waiver number |
|---|---|---|---|
| COVID19 Commercial Policy | International bookings ticketed prior to 30 Jun 22, for travel up to 31 Dec 22 | Rebook or credit | BW000186 |
| COVID19 Commercial Policy | Domestic bookings ticketed between 1 May 22 and 30 Sep 22, where customer was impacted by COVID-19 within 7 days of travel | Rebook | BW000228 |
| Domestic Flexible Flying | Domestic bookings held in credit prior to 30 Apr 22 where reissue fee would now apply | Rebook | BW000230 |
Domestic and International Virgin Australia standard ticket validity explained
NB: For Tickets/EMDs issued ON/BEFORE 20 April 2020 these are Future Flight, please refer to Future Flight Credit Policy
| Date of Issue | Validity Explained |
| For standard tickets/EMDs issued BETWEEN 21 April 2020 and 30 June 2020 | These tickets are Standard Open Tickets which have since expired – no extension provided. |
| For standard tickets/EMDs issued BETWEEN 1 July 2020 and 30 July 2021 | These tickets are Standard Open Tickets which can be used for travel until 31 December 2023.
Tickets that have since expired, may be reinstated for exchange by calling Virgin Australia Industry Support. Reinstated ticket must be exchanged within 24hours of reactivation. Tickets are only available for reinstatement inside 12-months post expiry date. Any ticket not reinstated within 12-months of expiry will be forfeited. |
| For standard tickets/EMDs issued ON/AFTER 31 July 2021 | Please refer to the Ticket and EMD Validity Policy. Standard Open Tickets due to expire on or before 31 December 2023 can be used for travel 31 December 2023. |
Keep up to date with our Commercial Policies.
2022
| Date Communicated | Commercial Policies |
|---|---|
| 21 November | Future Flight Credit Policy v8 (PDF) |
| 24 October | Commercial Policy FIFA World Cup 2022 Qatar |
| 20 October | COVID-19 Commercial Policy International Bookings v45 (PDF) |
| 9 March | Queensland Floods v4 (PDF) |
Policies
- Agency Debit Memo (ADM) and Agency Credit Memo (ACM) Policy (PDF)
- Baggage Policy (PDF)
- Base Commission Policy POS AU (PDF)
- Base Commission Policy POS Outside AU (PDF)
- GDS Booking Policy (PDF)
- General Booking Policies (PDF)
- Name Change Policy Corporate (PDF)
- Name Correction Policy Corporate (PDF)
- Payment Surcharge Policy (PDF)
- Schedule Change Policy (PDF)
- Seating Policy (PDF)
- Ticketing Policy (PDF)
- Unaccompanied Minor and Young Person Travelling Alone Policy (PDF)
- Waitlist Policy (PDF)
- Void, Cancellation & Refund Policy v7 (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)
- Guide to Transferring Tickets to a New TMC Process (PDF)
- Liquids
- Medical Clearance Information
- Meet and Assist Information
- Specific Needs and Assistance 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 GDS Clue Card v2 (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 Apollo Clue Card - Extra Baggage (PDF)
- EMD-A Apollo Clue Card - Economy X (PDF)
- EMD-A Apollo Clue Card - UMNR (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 Sabre Clue Card - Extra Baggage (PDF)
- EMD-A Sabre Clue Card - Economy X (PDF)
- EMD-A Sabre Clue Card - UMNR (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-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
Keep up to date with our latest industry partner news.
2022
| Date Communicated | Trade Release |
|---|---|
| 14 December | Launch of Cairns to Haneda Route |
| 12 December | GDS Refunds |
| 1 December | Future Flight Credits - Agency Advice |
| 30 November | Trade Newsletter November |
| 10 November | Singapore Airlines Partnership expanded |
| 24 October | Bring on Wonderful |
| 17 January | Economy Fare Class Realignment |
| 7 January | Future Flight Credit and Credit Card Acceptance Information |
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 Virgin Australia Business Flyer
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 v8 (PDF)
- Retaining Residual for Future Flight Credit Policy v3 (PDF)
- Ticket Credit for Multiple Bookings v3 (PDF)
- Future Flight Credit FAQs v6 (PDF)
GDS Clue Cards
Program information for travel agents
Agent flyer / clue card
Client flyer
Frequently asked questions for agents
Has your client changed how they book travel?
By completing the maintenance form, we update the clients account details with the correct travel manager information, ensuring that we have the correct account details, to be able to maintain the customers access to the benefits of the Virgin Australia Business Flyer program?
Please ask your client to complete a Maintenance form. You will also need to email us at businessflyer@virginaustralia.com to transfer any unused credits to the correct TMC.
Other useful links
More information – virginaustralia.com/businessflyer
Application form – virginaustralia.com/businessflyer-application
Business booking portal – businesslogin.virginaustralia.com
Rewards portal – business.velocityfrequentflyer.com
Can’t find what you’re looking for? Send us an email.
For account and rewards inquiries please email us at businessflyer@virginaustralia.com
For booking support, please email va.agentshelpdesk@virginaustralia.com
Misc Collateral
- Virgin Australia and United Airlines (PDF, 1123KB)
- Check-in Poster (PDF, 203.3KB)
- Virgin Australia Entertainment App Flyer (PDF, 1MB)
- Velocity Flyer (PDF, 1012.6KB)
- Music industry baggage allowance (PDF, 539KB)
- Adelaide Fringe baggage allowance (PDF, 1457KB)
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)