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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
New Zealand 0800 777 737
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

 

 International Groups

China

 

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

 

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

 

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

 

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

 

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.

2019

Date CommunicatedTrade Release
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 AugustChanges to Prepaid Baggage Fees, GDS Booking Policy Update, DPNA SSR
29 JulyVirgin Australia Thanks Our Travel Agency Partners for NTIA Best Domestic Airline Win! 
23 JulyVirgin Australia's Seasonal Services Between Newcastle and Auckland
21 JuneChanges 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 AprilVirgin Australia Announces Codeshare Expansion with Hawaiian Airlines
26 March Virgin Australia Nominated in the 2019 AFTA National Travel Industry Awards
08 MarchPassenger Pet Travel (AVIH) SSR
27 February Virgin Australia Celebrates 10 Years of Flying to L.A.
24 JanuaryYoung Person Travelling Alone (YPTA)                                                                                                       

 

2018

Date Communicated Trade Release
20 December  Virgin Australia Marks 17 Years of Flying to Darwin by Launching Bali Flights
18 December  Essential Information Regarding U.S. ESTA Application Process
11 December  Carry-on Baggage Refocus
05 December  Perth Airport Premium Valet Parking & Supplementary Services for the Northern Territory
09 November Los Angeles International Airport (LAX) Terminal Update
29 October Virgin Australia Bolsters New Zealand Tourism with Launch of Melbourne to Queenstown and Sydney to Wellington Flights
17 October Virgin Australia Announces New International Lounge Network
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
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 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

 

Keep up to date with our Commercial Policies.  

2019

Date CommunicatedCommercial Policies                                                                         
5 AugustHong Kong Industrial Action (PDF)
18 JuneVirgin Australia B777 Unscheduled Maintenance (PDF)
16 MayCessation of Perth (PER)-Geraldton (GET)-Perth (PER) Services (PDF)
26 AprilSri Lanka Explosions (PDF)
25 MarchTropical Cyclone Veronica (PDF)
20 March Virgin Australia B777 Unscheduled Maintenance (PDF)
22 FebruaryTropical Cyclone Oma (PDF)
1 FebruaryNorth Queensland Severe Weather (PDF)

 

2018 

Date Communicated Commercial Policies
14 December Tropical Cyclone Owen (PDF) 
28 November Sydney Weather (PDF)
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)
7 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)
6 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)
3 April Reduction of Services Between Melbourne and Hong Kong v.v (PDF) (version 2)
9 March Sydney Airport Outage (PDF) (Version 1)
8 February Seasonal Reduction of Services Between Sydney (SYD) and Christchurch (CHC) (Version 1)

 

 

Policies

Policies - Chinese

Guides


Clue Cards

 


Groups Clue Cards and Guides


Commission

 

 Virgin Australia accelerate


Collateral


Destination Flyers


Group Booking Flyers


Internationally Based Agents