Visit our New Zealand website for more relevant pricing, content and promotions.

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.

 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 – Friday: 7.30am – 7.00pm (AEST)
Saturday: 8.00am – 5.00pm (AEST)


ARC Agent Refund Request Form

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.

If requesting a refund for tickets issued on/after 21 April: Refunds cannot currently be processed via the GDS and/or ARC IAR. 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.


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)


We are available to assist Travel Agents via email instead of calling via the following email addresses: 

Location: Email Address:
New Zealand
North and South America
Hong Kong


 International Groups



Head Office/Northern Region Beijing Office


Southern Region Guangzhou Office


East/West Region Shanghai Office


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


Japan  Groups
Phone 0506 8648 806

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
22 October Important Update Regarding Future Flight Credits
24 September Credit Update
17 September Our Passenger Promise
9 September Regional Market Withdrawal
24 August Update from Virgin Australia
5 August Virgin Australia Group Update
30 July An Update on Queensland Border Restrictions and Flying
20 July Flexible Flying Extended
13 July Changes to International Long Haul Automated Commission Claim
2 July Virgin Australia to Put More Passengers & Planes Back Into the Sky
11 June Increased Domestic Flying & Introduction of New Safety and Wellbeing Measures
27 May Important Update for Agents Regarding Recent Schedule Change
22 May Important Update for Agents Regarding Credits & Refunds
22 April Important Update for Agents Regarding Impacted COVID-19 Bookings, Social Distancing on Domestic Flights
21 April Virgin Australia Group Update
16 April Virgin Australia Reinstated Minimal Domestic Schedule
7 April Virgin Australia Repatriation Flights
6 April Important Update to 'No Show' Conditions
24 March Urgent Travel Advice - International Connections
20 March COVID-19 Update: Travel Advice/Restrictions for Australia, Tasmania, New Zealand and Commercial Policies
19 March Important Travel Advice for Indonesia, Christmas Island & Cocos (Keeling) Islands
18 March Market Update
17 March Virgin Australia Booking Update
16 March Important Update Regarding Impacted COVID-19 Bookings
14 March Important Update Regarding New Zealand Bookings
13 March Update on Virgin Australia's Response to COVID-19
10 March Important Update Regarding Flexibility for International Guest Bookings
24 February Important Information - Hong Kong Ticketing
19 February Changes to Virgin Australia's Adelaide Lounge
6 February Virgin Australia Announces Withdrawal from Hong Kong Services
31 January Important Reminder Regarding Passenger Contact Information
23 January Virgin Australia's New Economy Fare Brand on International Long Haul Flights
6 January Virgin Australia Bushfire Support


Date Communicated Trade Release
18 December Virgin Australia accelerate is Moving to OSI Tracking for GDS Bookings
5 December Brisbane to Japan Flights On Sale Now!
28 November Virgin Australia Named Best Cabin Crew & Economy Class, Velocity Points Upgrades Now Available on Delta Air Lines
20 November Melbourne to Bali flights on sale now! 
11 November Feel Good Flying
6 November Virgin Australia's Network Changes
30 October We're Flying to Japan!
17 October  Changes to Airport Checked Baggage Fees, Singapore Airlines Lounge Renovations...
09 September  Virgin Australia's Nervous Flyers Program Now Live! 
04 September My Lounge Opens at Brisbane International Airport
30 August New Zealand Travel Changes and Infant Baggage Update
23 August Pet Passenger Travel (AVIH) Process
16 August Virgin Australia Becomes First Aussie Airline to Give Infants Dedicated Checked Baggage Allowance
09 August Virgin Australia Introduces SSR 'LOVE' to Support Nervous Flyers
02 August Virgin Australia to Sell Codeshare Services Between Melbourne and Kununurra & Other Important Information...
02 August Changes to Prepaid Baggage Fees, GDS Booking Policy Update, DPNA SSR
29 July Virgin Australia Thanks Our Travel Agency Partners for NTIA Best Domestic Airline Win! 
23 July Virgin Australia's Seasonal Services Between Newcastle and Auckland
21 June Changes to Perth Premium Valet Parking and Other Important Information...
31 May Self-service Kiosks at Select Domestic Airports
30 May IATA Resolution 830d Changes - Reservations Procedures for Accredited Agents
28 May Changes to Virgin Australia's Premium Economy Checked Baggage Allowance
16 May Withdrawl of Virgin Australia's Perth to Geraldton services
07 May Purchasing Prepaid Baggage on International Long-Haul Flights
02 May Packaging Changes for Frozen Products in Checked Baggage
03 April Virgin Australia Announces Codeshare Expansion with Hawaiian Airlines
26 March Virgin Australia Nominated in the 2019 AFTA National Travel Industry Awards
08 March Passenger Pet Travel (AVIH) SSR
27 February Virgin Australia Celebrates 10 Years of Flying to L.A.
24 January Young Person Travelling Alone (YPTA)                                                                                                       


Booking Future Credit fares

  • Economy class - U class
  • Business class - I class
  • Fares must be priced against account code FFC20
  • Please note: If U or I is booked and FFC20 is not used as the account code no fare will be returned

 Policies and Guides

GDS Clue Cards



Policies - Chinese


Clue Cards


Groups Clue Cards and Guides