Important information

Border restrictions are changing and we're experiencing higher than normal call volumes. Options for bookings impacted by border changes are available at the link below.



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: 8.30am – 7.00pm (AEST)
Saturday: 8.30am – 5.00pm (AEST)


ARC Agent Refund Request Form

If requesting a refund for tickets issued on/before 20 April 2020: Please refer to our current commercial policy as you are entitled to a future flight credit.

If requesting a refund for tickets issued on/after 21 April 2020: 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
4 June 2021Additional Flights to Townsville for State of Origin
2 June 2021Booking Process Update
20 MayVirgin Australia Announces Growth Plans and New Routes
14 MayShort-Haul International Network Changes
16 April Our Growth Plans to Support Tourism Recovery
9 AprilUpdate on New Zealand Services
25 MarchNew Onboard Menu
1 MarchVirgin Australia's Adelaide Lounge - Now Open
18 FebruaryNew Routes On Sale & Flexible Flying Until January 2022
21 JanuaryFlexible Flying Further Extended Until 30 June
12 JanuaryPerth & Gold Coast Lounges Reopening
8 JanuaryAgency Debit Memo (ADM) and Agency Credit Memo (ACM) Policy Updates
8 JanuaryFlexible Flying Extended until 31 March 2021



Date Communicated Trade Release
30 November Further Update on Passenger Contact Tracing
25 November Virgin Australia Expands Frequencies & Resumes Several Queensland Services
19 November Ready For Take-Off: Virgin Australia Group Soars Out Of Administration, Unveils Future Direction 
11 November Virgin Australia service update
22 October Important Update Regarding Future Flight Credits (AU & NZ agents)
22 October Important Update Regarding Future Flight Credits (for agents outside AU & NZ)
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


Keep up to date with our Commercial Policies.  


Date Communicated Commercial Policies
9 AprilCOVID-19 Commercial Policy - All Bookings v32 (PDF)
14 JanuaryFuture Flight Credit Policy v4 (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)
23 January COVID-19 Outbreak v6 (PDF)
9 January Tropical Cyclone Claudia (PDF)
7 January Tropical Cyclone Blake (PDF)


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, either no fare will be returned (in the case of U) or the standard I class fare will be returned in the case of I. 

     Fare PriceFare Display
    GalileoFQ-:FFC20 or FQ-:{account code}/CVAFDSYDBNE12JUN/VA-PRI-:FFC20

    Pseudo Flight long-sell entries

    Galileo: 0VA5996Y15JULHDQBVINN1
    Sabre: 0VA5996Y15JULHDQBVINN1
    Amadeus: SSVA5996Y15JULHDQBVINN1

 Policies and Guides

GDS Clue Cards



Policies - Chinese


Clue Cards


Groups Clue Cards and Guides