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 is committed to delivering excellence in customer service by providing expert advice and sales support solutions to you and your customers.


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
  • 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
China 4001202198
China (local) +86 1057897359
Hong Kong +001 8009 311 55
Hong Kong (local) +852 3018 8293
Rest of the world click here (PDF)


Email

We are available to assist Travel Agents via email instead of calling, Monday to Friday 0730 - 2230 AEST via the following email addresses:

Please note there is a 24 hour turn around for any query sent via email.

 

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
International va.agentshelpdesk@virginaustralia.com

 

Webchat

We are available to assist Travel Agents located in Hong Kong and mainland China via webchat, Monday to Friday 0700 - 1700 AEST via this link.

Our Virgin Australia Industry Support Team can be contacted in real time to assist with any of the following:

  • Fare Rule Clarifications
  • Policy Interpretation and Advices
  • Fare Reassessment Support
  • Fare Quote Support
  • Tax Quotes
  • Troubleshooting
  • Disruptions and Schedule Changes

 

Please note webchat is only available for Travel Agents located in Hong Kong and mainland China, and supports both English and Traditional Chinese language.

 

International Groups

China

 

Head Office/Northern Region Beijing Office
Phone +86 10 6521 1577
Address Beijing,  China
Email China.PEK@virginaustralia.com
Webchat Click here

 

Southern Region Guangzhou Office
Phone +86 20 8365 1939
Address Guangzhou, China
Email China.CAN@virginaustralia.com
Webchat Click here

 

East/West Region Shanghai Office
Phone +86 21 6317 0128
Address Shanghai, China
Email China.SHA@virginaustralia.com
Webchat Click here

 

Hong Kong Groups
Phone +852 5808 0288
Email groupbookingsHKG@virginaustralia.com
Webchat Click here

 

Indonesia

Jakarta Office  
Phone +62 21 3983 3456
Address Jakarta, Indonesia
Email Indonesia.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.

2018 

Date Communicated Trade Release
17 October Virgin Australia Announces New International Lounge Network
12 October Changes to Virgin Australia's Sydney to Coffs Harbour services 
02 October  Virgin Australia Enhances Group Sales Optimiser (GSO) Functionality and Announces Baggage Customer Care Service
18 September Virgin Australia Announces New Services Between Perth and the Gold Coast
13 September Important Update Regarding Typhoon Mangkhut and Tropical Storm Barijat
03 September Virgin Australia 140 Chances Trade Incentive
27 August Virgin Australia Webchat Service for Hong Kong and mainland China agents and New Hong Kong Sales Office location
01 August Virgin Australia Unveils New Onboard Offer and WiFi on Trans-Tasman Flights
25 July Changes to Trans-Tasman and International Short Haul Fares
18 July Virgin Australia to become the first airline to operate Trans-Tasman Flights from Newcastle Airport in 16 years
13 July Virgin Australia adds mores services to its International Short Haul Network
04 July Virgin Australia Announce New Services Between Perth and Hobart
02 July Virgin Australia launch inaugural flight between Sydney and Hong Kong
29 June Important Update regarding Mt Agung and Flights to Bali
14 June Virgin Australia PNR Churning Analysis
05 JuneVirgin Australia Launch International In-flight WiFi
30 May Updates to the Virgin Australia GDS Booking Policy
24 May Changes to the Virgin Australia Privacy Policy
18 May Changes to Virgin Australia Travel Agency Main Agreement
15 May Wheelchair Onboard (WCOB) SSR
08 May Amendment to Short Haul International Market - Go Plus fare brand
02 May Virgin Australia Move to Fare Families on Amadeus
24 April Changes to Etihad Airways Checked Baggage Allowance
20 April Virgin Australia to operate additional Auckland - Tonga and Auckland - Rarotonga services and Restrictions on Carriage of Liquids, Aerosols and Gels between Singapore and Amsterdam
16 April Virgin Australia Ups Its Game on the Tasman
04 April Virgin Australia and Air New Zealand to end their Strategic Alliance
03 April Virgin Australia Launch Gigantic Giveaway Trade Incentive
03 April Virgin Australia Sydney - Hong Kong Flights on Sale
20 March Virgin Australia Announce Brisbane - Alice Springs Services and Add 33,000 extra seats to the Gold Coast
 02 March  Virgin Australia Announce Plans for Sydney - Hong Kong Flights

 

2017

Date Communicated Trade Release
19 December Virgin Australia Domestic Accompanied Pet Booking Process and Fees
15 December Virgin Australia to Operate Non-Stop Christchurch - Rarotonga Services and Virgin Australia and Air New Zealand Announce Additional Brisbane - Auckland Flights
14 December Virgin Australia Hong Kong and Macau Sales Manager Appointment
07 December Ticketing Time Limit on Ancillaries
27 November Important Update regarding Mt Agung and flights to Bali
30 October 2017 Virgin Australia Auckland - Apia Services
11 October Making Every Customer Contactable
23 September Important information regarding Mt Agung in Bali
07 September Virgin Australia Increase Melbourne - Hong Kong Services and Virgin Australia Samoa Services
25 August Virgin Australia Brisbane - Moranbah Services
17 August Economy X Bookings for Velocity Platinum Members and VIPs via GDS
15 August Virgin Australia Move to Branded Fares in Sabre GDS
04 August Virgin Australia Introduces PlusPass to Hong Kong and mainland China
03 August Update: Adjustment to Security Measures at Airports - PDF
31 July Australian Government Introduce Increased Security Measures at Airports
05 July Sir Richard Branson Launches Virgin Australia's First Flight to Hong Kong
06 June Virgin Australia Accompanied Pet Booking Process
26 May Virgin Australia and Air Canada to Launch codeshare services and Virgin Australia GDS Booking Policy Updates
15 May Virgin Australia Business Class now offered on direct Brisbane - Launceston services
12 May Los Angeles International Airport (LAX) Operations and Terminal Changes
11 May Update on Regional Queensland Operations.
04 April Virgin Australia Launches Flights Between Melbourne and Los Angeles
31 March Virgin Australia Launches Economy X
22 March Virgin Australia Lounge Access at Los Angeles Airport (LAX) and Thank You For Nominating Us in the 2017 AFTA Awards
21 March Virgin Australia Announce Flights from Melbourne to Hong Kong
08 March Reminder: Virgin Australia to Launch Melbourne - Los Angeles Services, Changes to the collection of VA*SQ/MI Fuel and Insurance Surcharge (YQ tax) and Reminder: Virgin Australia Award-Winning Business Class offered on select Regional Routes
27 February Virgin Australia Perth - Abu Dhabi Services
14 February Virgin Australia Disabling Hahn Air (HR) Ticketing - PDF
13 February Virgin Australia to Introduce Award-Winning Business Class on select Regional Routes and Etihad Airways Separate Ticket Policy - PDF
12 January Virgin Australia International Lounge Changes and Virgin Australia to Operate Non-Stop Christchurch - Rarotonga Service - PDF
03 January Hello 2017 - New Year Sale! - PDF

 

Keep up to date with our Commercial Policies.  

2018

Date Communicated Commercial Policies
12 October  Reduction of Services Between Sydney and Coffs Harbour v.v (PDF)
14 September Typhoon Mangkhut and Tropical Storm Barijat - Mainland China (PDF) (version 2)
13 September Typhoon Mangkhut and Tropical Storm Barijat - Mainland China (PDF)
07 August Lombok Earthquake - Denpasar (PDF)
27 July Mount Aoba Volcano Eruption - Nadi (PDF) (version 2)
27 July Mount Aoba Volcano Eruption - Nadi (PDF) (version 1)
06 July Mount Agung Volcano Eruption - Denpasar (PDF) (Version 2)
29 June  Mount Agung Volcano Eruption- Denpasar (PDF) (version 1)
16 May Air New Zealand (NZ) Codeshare Cessation May 18 (PDF) (version 1)
03 April Reduction of Services Between Melbourne and Hong Kong v.v (PDF) (version 2)
09 March Sydney Airport Outage (PDF) (Version 1)
 08 February  Seasonal Reduction of Services Between Sydney (SYD) and Christchurch (CHC) (Version 1)

2017

Date Communicated Commercial Policies
11 December Australia-Los Angeles Scheduled Maintenance 06 May-20 May 2018 (PDF) (Version 1)
04 December  Mt Agung Volcanic Eruption - Denpasar (PDF) (version 3)
29 November Mt Agung Volcanic Eruption - Denpasar (PDF) (version 2)
27 November Mt Agung Volcanic Eruption - Denpasar (PDF) (version 1)
20 November Australia-Los Angeles Unscheduled Maintenance 07 December -12 December 2017 (PDF) (Version 4)
31 October Cessation of VA Operated Services between Auckland (AKL) and Apia (APW)  (version 2) (PDF)
30 October  Cessation of VA Operated Services between Auckland (AKL) and Apia (APW) (PDF)
11 October Mt Agung Volcanic Eruption - Denpasar (PDF) (version 5)
6 October Mt Agung Volcanic Eruption - Denpasar (PDF) (version 4)
20 September Auckland (AKL) Fuel Shortage (PDF) (Version 3)
18 September Auckland (AKL) Fuel Shortage (PDF) (Version 2)
11 September  Seasonal Reduction of Services between Perth (PER) and Kununurra (KNX) NOV17-MAR18 (PDF)
7 September Australia-Los Angeles Scheduled  Maintenance FEB-MAR (PDF) (Version 1)
6 September Air Berlin (AB) Discontinued Partnership (PDF)
21 August Cessation of Moranbah Flights (PDF)
18 August Australia - Los Angeles Scheduled Maintenance of Boeing 777 (PDF) (Version 2)
17 August Samoa Schedule Changes (PDF)
26 July Australia – Los Angeles Scheduled Maintenance of Boeing 777 (PDF)
07 July Cessation of VA Services - Regional Queensland Operation (PDF) (Version 2)
21 June LAX-MEL-LAX Cancellations (VA24 & VA23) 24 and 26 June 2017
29 May Mt Isa (ISA), Cloncurry (CNJ), Mackay (MKY) and Rockhampton (ROK) Alliance Airlines arrangement (PDF) (version 9)
11 May Cessation of VA Services - Regional Queensland Operation (PDF)
09 May Tropical Cyclone Debbie - North Queensland Australia (PDF) (Version 15)
05 May Tropical Cyclone Donna - Port Vila Vanuatu (VLI) (PDF)
03 May Mt Isa (ISA), Cloncurry (CNJ) and Mackay (MKY) Alliance Airlines arrangement (PDF) (version 7)
24 March P & O Pacific Dawn delayed arrival into Brisbane (PDF)
23 March Mt Isa (ISA), Cloncurry (CNJ) and Mackay (MKY) Alliance Airlines arrangement (PDF) (version 6)
9 March P & O Pacific Aria delayed arrival into Brisbane (PDF)
7 March Carnival Legend Cruise delayed arrival into Sydney (PDF)
27 February  Perth - Abu Dhabi - Perth (VA11/VA12) Cessation of VA Services (PDF)
23 February Mt Isa (ISA), Cloncurry (CNJ) and Mackay (MKY) Alliance Airlines arrangement (PDF) (version 5)
08 February P & O Pacific Jewel delayed arrival into Sydney
30 January United States of America Travel Ban (PDF)
25 January P & O Pacific Jewel delayed arrival into Melbourne 
25 January P & O Pacific Eden delayed arrival into Sydney
25 January Mt Isa (ISA), Cloncurry (CNJ) and Mackay (MKY) Alliance Airlines arrangement (PDF) (version 4)
 05 January  Mt Isa (ISA), Cloncurry (CNJ) and Mackay (MKY) Alliance Airlines arrangement (PDF) (version 3)

 

Policies

Policies - Chinese

Guides


Clue Cards


Commission

 

Virgin Australia and Delta Air Lines Santa Monica Groups Incentive


 Virgin Australia accelerate


Collateral


Destination Flyers


Fact Sheets


Group Booking Flyers


Internationally Based Agents