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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
  • 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Refund Request Form – ARC | BSP Agents (where BSP has been withdrawn)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For those markets where BSP has not been withdrawn please request refunds using the traditional BSP/ASD refund application process. 


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: 

International groups


Location  Email
Outside Australia

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. 


Date Communicated Trade Release
26 November Virgin Australia International Travel Requirements
1 November Refurbished Melbourne lounge reopens
18 October Flexible Flying Extended & The Great Queensland Getaway Sale
12 October Virgin Australia Brings Forward International Flight Schedule & Launches New Domestic Routes
8 October Virgin Australia re-introduces Coffs Harbour services
21 September  Virgin Australia launches more Tasmania services
17 September Velocity Announces Status Extension & VA Booking Bonuses, New VA Leadership
2 September Virgin Australia expands fleet and routes and launches VA-X & Win competition
19 August New Economy Airfares to Offer More Options & Great Value
16 August Virgin Australia to Re-open Premium Lounges
2 August A Commitment to Great Value Airfares
4 June  Additional Flights to Townsville for State of Origin
2 June Booking Process Update
20 May Virgin Australia Announces Growth Plans and New Routes
14 May Short-Haul International Network Changes
16 April  Our Growth Plans to Support Tourism Recovery
9 April Update on New Zealand Services
25 March New Onboard Menu
1 March Virgin Australia's Adelaide Lounge - Now Open
18 February New Routes On Sale & Flexible Flying Until January 2022
21 January Flexible Flying Further Extended Until 30 June
12 January Perth & Gold Coast Lounges Reopening
8 January Agency Debit Memo (ADM) and Agency Credit Memo (ACM) Policy Updates
8 January Flexible Flying Extended until 31 March 2021

Keep up to date with our Commercial Policies.  


Date Communicated Commercial Policies
26 November COVID-19 Commercial Policy v37 - All Bookings (PDF)
25 October Future Flight Credit Policy v6 (PDF)


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
Worldspan 4P*FSR#/@@FFC20 4FSYDMELSR-VA/L1JUN/@@FFC20

Pseudo Flight long-sell entries

Galileo: 0VA5996Y15JULHDQBVINN1




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
Worldspan 4P*FSR#/@@FFC99 4FSYDMELSR-VA/L1JUN/@@FFC99

Pseudo Flight long-sell entries

Galileo: 0VA5996Y15JULHDQBVINN1




Policies and Guides

GDS Clue Cards



Policies - Chinese


Clue Cards


Groups Clue Cards and Guides