- Part A – How this Agreement works, and who it applies to
- Part B – Defined terms
- Part C – General provisions, financial arrangements and payment terms
- Part D – Specific provisions for Non-BSP Sales
- Part E – Specific provisions for BSP Sales
- Part G – Specific provisions for API and GDS
- Part H – Privacy acknowledgement
- Part I - Groups
Part A – How this Agreement works, and who it applies to
1. Sales. This Agreement governs the way in which you are authorised to sell flights and associated services of the Airlines.
2. Remuneration. This Agreement also governs the way in which remuneration may be paid to you, under the Terms of this Travel Agency Main Agreement or if Virgin Australia enters into an Agency Agreement with you.
3. Application. This Agreement is entered into by you and Virgin Australia and applies to flights and associated services of the Airlines.
4. Non-BSP and BSP Sales. This Agreement sets out different approaches for Non-BSP Sales (Part D) and BSP Sales (Part E).
5. When it starts. This Agreement supersedes the previous version of the Agreement, and binds you immediately if you were a party to the previous version. If you were not a party to the previous version, this Agreement applies to you as soon as you do any one of the following:
a. Apply for a Virgin Australia Code or use an existing Code;
b. Book Virgin Australia Domestic and International Short-haul Product or Virgin Australia International Product; or;
c. Otherwise hold yourself out as being willing or able to sell Virgin Australia Domestic and International Short-haul Product or Virgin Australia International Product.
6a. When it ends – Termination .
We may terminate this Agreement without notice to you where:
a. you experience or commit a Default Event;
b. your Account is inactive or not utilised for an extended period of time;
c. your application contains information which is incorrect or cannot be prudently relied on;
d. you dispose of all or part of your assets, operations or business, other than in the normal course of business; or
e. you cease to carry on business.
6b. Removal or suspension of ticketing authority We may at our absolute discretion remove or suspend the authority granted to you to issue tickets on Virgin Australia’s ticketing stock using your IATA Number or ARC Number (‘ticketing authority’). For example, we may remove or suspend your ticketing authority where:
a. you experience or commit a Default Event;
b. your Account is inactive or not utilised for an extended period of time;
c. your application contains information which is incorrect or cannot be prudently relied on;
d. you dispose of all or part of your assets, operations or business, other than in the normal course of business;
e. you do not comply with our request for a third party credit assessment of you; or
f. you cease to carry on business.
6c. If applicable, we may take over the facilitation of any changes, cancellations and refunds to a Guest’s PNR or booking and take over responsibility of a booking if you experience or commit a Default Event. We reserve the right to recover costs incurred by us if this occurs.
7. When it changes.
a. We may amend this Agreement with immediate effect at any time by uploading an updated version to the Agency Hub. We may, but are not required to, give you reasonable notice of any material changes via electronic mail or by way of a trade release.
8. We reserve the right to refuse in our absolute discretion, an application for an account.
9. We reserve the right to conduct a third party credit assessment of you and you are obligated to comply with this request.
Part B – Defined terms
|means the document, letter or arrangement we have agreed with you or your head office setting out additional commercial terms, including terms on which we may pay you a Performance Based Incentive.
|means a registered travel agent making bookings for Guests with an Airline.
|means this Travel Agency Main Agreement and any Agency Agreement (including any Schedules).
|means Virgin Australia Airlines Pty Ltd, Virgin Australia (SE Asia) Pty Ltd, Virgin Australia International Airlines Pty Ltd, or Virgin Australia Regional Airlines Pty Ltd (as the case may be) and any other airline notified to you by Virgin Australia.
|refers to services offered by the Airlines other than carriage by air which are sold as part of the travel experience.
|means Application Programming Interface, and is an interface to the Airlines’ reservation system.
|API Developer’s Guide
|means the document which sets out the services available within the API. (PDF)
|means your agreement with us for access to the API, and the applicable terms and conditions.
|Means the unique reference provided by the IATA Airlines Reporting Corporation to you to represent your ARC accreditation.
|means an irrevocable undertaking in favour of us issued by a trading bank licensed to carry out business in Australia to pay an amount of money to us on demand and in a form and containing provisions acceptable to us in our absolute discretion.
|means the commission percentage (if applicable) attributed to an Agent on the Base Fare at time of ticketing. The rates are set by Virgin Australia at our absolute discretion and notified to you from time to time.
|means an Airline’s fare exclusive of Ticket Taxes, and GST, but inclusive of Q-surcharge.
|means the IATA Billing and Settlement Plan. For the purpose of this Agreement, this also incorporates the Airline Reporting Corporation (ARC) used in the United States.
|means the sale of airfares and ancillary services transacted through BSP.
|means a day which is not a Saturday, Sunday or public holiday in Brisbane, Australia; and if anything required to be done pursuant to this Agreement is due on a day which is not a Business Day, then it shall be sufficient if the thing is done on the next Business Day.
|means the transfer of a PNR from our internal reservation system to an IATA agent's GDS.
|Commercial Electronic Message
|has the meaning given to it in the Spam Act 2003 (Cth).
|Conditions of Carriage
|means the conditions of carriage of the Airline applicable to a booking you make pursuant to this Agreement. The Conditions of Carriage are located on our Website.
|is defined as twenty (20) or more Guests who are travelling to the same destination for a common purpose on multiple itineraries.
means the following Guest contact details:
- Full name;
- Residential address;
- Phone number; and
- Fax or email address, if applicable.
|means the exchange rates issued by IATA, or in-house exchange rates as we elect.
|means any actual, apparent, anticipated or attempted unauthorised or unlawful access to or disclosure of, or destruction, modification or loss of, any Personal Information collected or held by you or on your behalf in connection with this Agreement.
(a) experience an event of bankruptcy or insolvency or an assignment for the benefit of creditors or the appointment of a receiver, receiver and manager, provisional liquidator, liquidator or official manager;
(b) fail to pay any amount due to us including any Payment Default;
(c) fail to hold any travel agency licence or membership required by law, any regulatory authority or an industry body, of the country where you are trading in, or such licence or membership is revoked, cancelled or not renewed;
(d) engage in Dry Selling; or
(e) breach this Agreement and the breach is not capable of remedy or the breach is capable of remedy and you fail to remedy the breach within 14 days of receipt of notice from us requesting you to remedy the breach.
|refers to selling Wholesale Fares without packaging them with land arrangements.
|Eligible Data Breach
|means a Data Breach which is notifiable to a regulator or government authority or affected individual in accordance with applicable laws.
|means the airfares designated by us as being eligible for the calculation and/or payment of any remuneration.
|means an electronic miscellaneous document.
|means an Agent making a sale by a card against a member’s or Airline’s merchant agreement when the card and the cardholder are simultaneously present at the time of the transaction.
|means the conditions surrounding particular fare types, including details of the relevant cancellation policy or the minimum amount of time before departure in which changes can be made of which you are notified at the time of booking or in a fare sheet. The fare rules can also be found on our Website.
|means a form of booking engine known as Global Distribution System.
|means any government or any governmental, semi-governmental, administrative, fiscal or judicial body, department, commission, authority, tribunal, agency or entity.
|is defined as ten or more Guests who are travelling together on the same flight with the same itinerary.
|means ‘goods and services tax’ and refers to any form of goods and services, consumption or value added tax.
|means the GST legislation (including subordinate legislation) and rulings in force in the jurisdiction in which GST is payable in relation to supplies connected with this Agreement.
|means an irrevocable undertaking in favour of us to pay an amount of money to us on demand and in a form and containing provisions acceptable to us in our absolute discretion.
|means a person for whom you the Agent makes a booking with an Airline.
|Guest Contact Centre
|means our call centre. Contact details for the Guest Contact Centre are published on our Website.
|means the International Air Transport Association.
|means the unique reference provided by IATA to the Agent to represent their IATA accreditation.
|means the Passenger Agency Conference Resolutions Manual and all associated resolutions, rules and practice directions made by IATA in relation to the sale of airline fares by Agents.
|means any Tax of general application imposed on net income or taxable income.
|means an Agent that carries out its business in a country other than Australia or New Zealand.
|means the ratio comparing the number of actual bookings made by the Agent with the number of inquiries made by the Agent.
|means calendar month.
|means the sale of airfares and ancillary services not transacted through BSP.
|means a signature-on-file transaction, and/or any other form of card sale in which a card and cardholder are not simultaneously present at the time of the transaction.
|has the meaning given in Part D, clause 6.f. of the Travel Agency Main Agreement.
|Performance Based Incentive
|means any additional remuneration we may pay you if you have entered into an Agency Agreement with us. Payment of Performance Based Incentives will be in accordance with the provisions of your Agency Agreement.
|means a Passenger Name Record generated by our reservation system.
|means the technology provider who provides you with access to the API booking channel (if applicable).
|PCC or Pseudo City Code
|means the unique identifier allocated to an Agent by a GDS to enable bookings to be made.
|Point of Sale ID
|means the country in which the PCC of the Agent is provisioned by a Technology Partner and where the Agent is authorised to operate.
|has the same meaning as given to the term “Recipient Created Tax Invoice” in section 195-1 of the GST Law in Australia.
|means the dollar value attributable to the Base Fare component of Eligible Fares sold by an Agent for travel on an Airline.
|means the policies and rules published by Virgin Australia from time to time, through general trade releases or as communicated to you by the Virgin Australia helpdesk, which relate to your sale of Virgin Australia Domestic and International Short-haul Product or Virgin Australia International Product.
|means a link offered, created, or displayed for a fee (whether on a “cost-per-click” basis, commission, or any other commercial arrangement) using search terms or keywords to identify, draw attention to, or direct Internet traffic to an Internet site.
|means the code used to indicate Guests with Special Service Requests, as set out on our Website.
|means any tax, withholding, levy, royalty, rate, duty, fee, impost or other charge however described imposed, levied or charged by any Government Agency or other body authorised by law whether in Australia or elsewhere, including any fee and any penalty or interest however described.
|means the reservations systems provider or interface from which the Agent accesses its fares and books, tickets or services such as a GDS.
|means any Government and airport related taxes, fees, levies, service fees, charges and surcharges (including without limitation insurance surcharges, fuel surcharges, fare surcharges, YQ/YR charges ) and any other taxes, fees, levies, charges and surcharges imposed on air travel or the method of payment.
|means the Travel Industry Designator Service programme offered by IATA for non-IATA accredited travel agents not domiciled in the USA.
|means: (a) details of any booking made with an Airline; (b) personal details of any Guest; (c) details of your Agency Agreement (if applicable) and any related discussions or information provided to you by us; or (d) any other information of a confidential nature or designated as confidential by us to any person,
means any information or data which:
(a) includes Virgin Australia pricing, fares (including those not generally available for purchase by the general public), inventory, schedule and seat (including availability) information;
(b) contains information about the relationship between Virgin Australia and its Guests (for example, lounge membership);
(d) is information relating to Ancillary Services including pricing and availability;
(e) is any rich content (such as photos, videos and associated descriptions) describing or showcasing Virgin Australia’s products;
(f) sets out or is contained in policies, promotions, procedures or any written directions of Virgin Australia with respect to the marketing, sale, booking, ticketing and facilitating of Virgin Australia’s products; or
(g) is any other data identified by Virgin Australia in writing as being Virgin Australia owned data.
|Virgin Australia Code
|means the unique code which we give you to identify your Non-BSP Sales of Virgin Australia.
|Virgin Australia Domestic and International Short-haul Product
|means the airfares offered by Virgin Australia Airlines Pty Ltd, Virgin Australia (SE Asia) Pty Ltd or Virgin Australia Regional Airlines Pty Ltd.
|Virgin Australia International Product
|means the airfares offered by Virgin Australia International Airlines Pty Ltd.
|we, us, Virgin Australia
|means Virgin Australia Airlines Pty Ltd.
|Website Agents Facility
|has the meaning given in Part D clause 2.a.
|refers to fares that must be sold as part of a package including land arrangements.
|means the company or person entering into this Agreement with us.
Part C – General provisions, financial arrangements and payment terms
1. During the term of this Agreement, we authorise you to sell Virgin Australia Domestic and International Short-haul Product and Virgin Australia International Product, and provided you comply with this Agreement, we agree to accept bookings made by you.
2. We will specify on the Agency Hub, your Agency Agreement or other commission agreement (if you have one), which flights are commissionable, the levels of Base Commission and the currency for payment.
3. Base Commission is only payable on the Base Fare of VA marketed and operated flights which have been ticketed.
4. You will not earn Base Commission on your sale of:
a. flights which are not marketed by Virgin Australia;
b. flights which are ticketed to another carrier (for example, as part of an interline journey); or
c. items we have identified as “non-commissionable” in your Agency Agreement or otherwise in writing to you; or
d. flights booked online through a website owned, branded and under direct control of you or any brand of your organisation and available to consumers for the purchase of flights.
5. We reserve the right to pay different levels of Base Commission (if applicable) on different market segments, routes, fare types or agent market segments.
6. We may vary the Base Commission level by updating the commission table on the Agency Hub or in accordance with your Agency Agreement or other commission agreement, if you have one.
7. We may at our absolute discretion vary the method of accepting bookings and the terms of any credit facility offered to you. Despite any IATA resolution, no credit cards issued in the name of the Agent or the name of your personnel (Agent or Agency Card) may be used to pay for Virgin Australia Domestic and International Short-haul Product and Virgin Australia International Product. Virgin Australia accepts the following payment methods only:
a. Customer card payments;Visa, Mastercard, Diners and American Express;
b. IATA Billing and Settlement Plan (BSP) Cash
c. Bank transfers
f. IATA EasyPay;
h. Alipay; and
8. If you are required by law, any regulatory authority or an industry body, of the country where you are trading in to hold a travel agency licence or membership, then you must maintain a current licence or membership for the term of this Agreement. You agree to notify us immediately if such licence or membership is revoked, cancelled or not renewed.
9. For all new Australian travel agency account applications, you must maintain a current IATA or ATAS accreditation.
a. indemnify us from all obligations, liability, loss, claims, demands, and proceedings and all damage, costs, expenses of any kind (“Claims”) arising from or in connection with any negligence, act or omission or breach of this Agreement, on your part or any of your customers relating to:
i. this Agreement; or
ii. any booking made by you;
b. agree that, where any Guest or other person:
i. makes a Claim on an Airline; or
ii. notifies an Airline of a Claim or potential Claim, arising from or in connection with any negligence, act or omission or breach of this Agreement, on your part or any of your customers, unless notified by the Airline that it will manage the Claim or potential Claim, you shall be responsible for:
iii. managing the Claim or potential Claim; and iv. as appropriate or as directed by the Airline, settling the Claim at your cost without recourse to compensation or reimbursement from the Airline;
c. effect and maintain, at your own cost and at least for the life of this Agreement, insurance sufficient to meet requirements set out in this clause. This cover shall, at minimum, include Public and Products Liability Insurance and Professional Indemnity Insurance (also known as “Errors and Omissions” insurance). You shall provide, upon request copies of certificates of currency evidencing same;
d. are solely responsible for any publicity or promotional costs related to this Agreement unless otherwise agreed in writing by us;
i. obtain our prior written consent to the use of any of the Airlines’ name, logo, trademarks (registered or unregistered or any other Airline intellectual property (“Airline Marks”) in any promotional or advertising material whatsoever, including any promotions, links or information which may appear or be displayed on your website);
ii. not use or include any Airline Marks in a Sponsored Link (whether arranged for or procured by you or through a third party) on any internet search engine, website or mobile application, or procure or otherwise arrange for a Sponsored Link on any Internet search engine, website or mobile application; and
iii. include the terms ‘Virgin Australia’ and ‘VA’ as negative terms within any search engine or search engine services used by you to procure or arrange for Sponsored Links and ensure that negative terms are set to broad-match in those search engines that have match-type functionality.
f. must provide each Guest booking flights with the relevant terms and conditions (“Booking Terms”), including:
i. the Airline’s current Conditions of Carriage;
ii. any particular conditions relating to the class of fare (including details of SSR fees);
iii. any restrictions, penalties or cancellation provisions; and
iv. any policies related to the Booking (including our medical clearance guidelines, baggage policy or check in policy), before making any booking or as soon as practicable after making the booking, and at any time a Guest changes or cancels their flight. We reserve the right to amend the Booking Terms at any time without notice. You acknowledge and agree that it is your responsibility to ensure that the latest version of these terms and conditions is presented to Guests during the booking process.
ff. must ensure that any unavoidable fees (including any fees that you impose) are included in the headline price of the airfare marketed to Guests and you must ensure that any such fees charged to Guests are accurately identified and distinguished (particularly any fees that you impose).
g. must provide to Virgin Australia all Contact Details obtained from Guests booking flights in the format prescribed by Virgin Australia from time to time, and must ensure that the Contact Details obtained are accurate. In the event that the Guest Contact Details have not been passed to us in the prescribed format:
i. the Airline will notify you of any changes or cancellations to the Guest’s scheduled flights, and you must pass details of those changes or cancellations on to the Guest; and
ii. if the booking is cancelled and a credit is issued, you must pass on the benefit of the credit to the Guest when the Guests’ form of payment has been directly passed to the Airline;
h. must ensure that your PCC and IATA Number or TIDS Code is recorded in the PNR, and must only access, market, sell, ticket or distribute Virgin Australia Domestic and International Short-haul Product or Virgin Australia International Product within your PCC’s country of domicile unless authorised by Virgin Australia. No changes are to be made via the Technology Partner to the Point of Sale ID of a PNR. In addition to any other rights that Virgin Australia may have under this Agreement or at law, if you make a booking which contravenes this clause then Virgin Australia will be entitled to recover from you an amount equivalent to the fare difference between the ticketed airfare and the fare applicable to the class into which the Guest was booked in your PCC country of domicile as at the time the booking was made as a debt immediately payable to us and we may deduct this amount from any payments due to you;
hh. must ensure that any fares made available to you (that are not commercially available to agents with no restrictions) are ticketed by the PCC owner to which the fare was loaded unless otherwise approved by us.
i. must, if requested to do so by us, accurately collect any additional information for Virgin Australia bookings as the Airline may reasonably require (for example, Advanced Passenger Information for Guests travelling to the USA);
j. must, for any booking made by you as an Agent and paid for by use of the Guest’s credit card through our merchant facility, comply with the Payment Card Industry Data Security Standards (as amended, updated or replaced) and adhere to Part D, clause 4, or Part E. If the Airline is required to refund any amount, or is charged any fees, as a result of you not adhering to Part D, clause 4, or Part E, or incorrect entry of credit card details, the amount becomes a debt immediately payable to us and we may (without limiting any other remedies available to us) deduct this amount from any payments due to you;
k. must comply with all laws and regulations relating to or connected in any way to the provision of travel services including discrimination and work place health & safety legislation;
l. must not disclose VA Data unless:
v. required by law to do so;
vi. with our prior written consent, or
vii. the information is already in the public domain other than as a result of a breach of this Agreement by you. Details of a specific booking may only be disclosed to persons in possession of the Passenger Name Record (PNR) and password (if applicable) for that booking. Disclosure of VA Data via ‘PCC sharing’ or bridging is prohibited;
m. must not assign, novate, or otherwise dispose of your rights, interests or obligations under this Agreement without our prior written consent;
n. warrant that all corporate information, including account details, given to us is correct, and undertake to notify us in writing within 2 Business Days of any changes to the information;
o. agree that any:
i. amounts payable by you to us and by us to you will be in Australian Dollars unless we specify otherwise (for example, by notifying you in writing or by setting the relevant currency on our Website or through the API); and
ii. foreign exchange conversions for amounts paid or payable will be determined using the Conversion Rate or any other methodology or tool of which we notify you in writing;
p. must ensure that you provide full and accurate results of all Airline inventory including Ancillary Services disclosed by us in response to a search or request made by a Guest, and must not bias your display or recommendation away from our products and services (by, for example, putting our inventory at the bottom of a display list, omitting it altogether, or failing to recommend it to a Guest) for any reason other than Guest request or price; and
q. authorise us to provide your agency contact details to our duly appointed third parties in order to establish payment gateways and system linkages for the sale and ticketing of the Airlines.
r. must ensure that usage of our site and all relevant documentation including logins and passwords are kept secure and accessed only by authorised employees.
s. must ensure that you only reissue or refund a ticket back to the original ticketing IATA Number or an IATA Number that belongs to you.
11. In recognition of the services provided by you to us, we may, at our discretion, pay you Base Commission in the manner set out in Parts D and E of this Agreement.
12. In addition to any other rights available under this Agreement, BSP or otherwise, we reserve the right to recover Base Commission paid on:
i. cancelled bookings or bookings where VA has not received payment;
ii. duplicate bookings or passive segments; or
iii. bookings which we, acting reasonably, determine are an abuse of the booking or remuneration process by way of the applicable settlement process.
13. Unless an Agency Agreement has been agreed with you or your head office, we will not be required to pay any Performance Based Incentive to you.
14. It is agreed that any Base Commission, Performance Based Incentive and any other consideration provided for supplies under this Agreement (including any Agency Agreement we have agreed with you) (“Consideration”) excludes GST. If GST is imposed on a supply made pursuant to this Agreement, the recipient of that supply must, in addition to the Consideration and at the same time, pay to the supplier an amount equal to the GST in respect of that Consideration.
15. You shall indemnify and reimburse us for the amount of the liability for any Tax (excluding Income Tax) in respect of us entering into and undertaking transactions contemplated or attributable to this Agreement.
16. We will be entitled to deduct any amount that is required to be withheld under any law from any Consideration payable to you by us. We may deduct or withhold from payments to you withholdings of Tax that are required by law without increasing or grossing up payments.
17. We may withhold an amount of tax (at the date of this Agreement being 49%) from any payment we make to you for a supply, unless you provide us with an invoice or other document relating to the supply that quotes your Australian Business Number (“ABN”) or you provide us with a written statement in a form approved by the Australian Taxation Office as to the reason for not quoting an ABN.
18. The parties hereby agree that, in accordance with and where permitted under the provisions of the GST Law, in relation to all supplies made by you pursuant to this Agreement in relation to which Base Commission or Performance Based Incentives are payable by us, we shall issue RCTIs and (where relevant) adjustment notes. Accordingly, where the RCTI is to be issued:
i. warrant to us that you are registered for GST under the GST Law and will notify us if you cease to be registered or if you fail to meet any of any applicable requirements of the GST Law in relation to RCTIs; and
ii. will not issue a tax invoice in relation to that supply;
i. confirm that we are registered for GST under the GST Law at the time of entering into this Agreement and undertake to notify you if we cease to be registered or if we fail to meet any of the applicable requirements of the GST Law in relation to RCTIs; and
ii. will not issue a document that would otherwise be an RCTI, on or after the date when we first become aware that (A) we do not comply with the requirements of the GST Law in relation to RCTIs; or (B) you do not comply with the requirement of the GST Law in relation to RCTIs; or (C) either party is not registered for GST; and
iii. must issue the original or a copy of the RCTI to you within 28 days of the making , or determining the value, of the taxable supply and must retain the original or a copy; and
iv. must issue the original or a copy of the adjustment note to you within 28 days of the adjustment and must retain the original or a copy; and
v. must ensure that the RCTI shows your ABN as provided by you to us. 19. Subject to clause 16 above, in respect of any other supply made pursuant to this Agreement upon which GST is imposed, you must do all things necessary (including, without limitation, issuing a valid tax invoice) to enable us to obtain any input tax credit (or similar credit) allowed for under the GST Law.
20. You must comply with our reasonable directions in relation to issuing tax invoices to Guests and/or your clients in your capacity as our agent for GST purposes. In respect of any and all airfares booked, you will be responsible for issuing tax invoices and adjustment notes to the Guest and/or client. For the avoidance of doubt this includes Wholesale Fares. You indemnify us against any costs (including fines or penalties), loss or expenses incurred by us as a result of your failure, whether unintentional or not, to issue tax invoices and adjustment notes as required by this clause.
21. To address the payment of GST and Ticket Taxes on sale of airfares, then: a. if you are a BSP user, we will debit the BSP system for the gross ticket price (inclusive of GST and inclusive of Ticket Taxes), less any Base Commission owing to you that can be deducted at source; and b. if you are not a BSP user, we will directly debit your AU or NZ bank account, or you will remit that amount to us if a non-AU or NZ account is held, less any Base Commission owing to you that can be deducted at source. You indemnify us against any costs (including fines and penalties), loss and expenses incurred by us as a result of your failure, whether unintentional or not, to calculate and to remit to us the correct amount of GST and Ticket Taxes pursuant to this clause.
22. In relation to airfares booked by your Guests and/or clients in relation to the transport of a passenger by the Airline on a route within Australia, you acknowledge that in certain circumstances the airfare will be GST-free for purposes of Australian GST Law. You undertake to establish procedures to ensure that the requirements under the law for such GST-free treatment are considered and, where relevant, satisfied. In such circumstances you will retain all evidence required to substantiate the GST-free treatment and will provide such documentation to Virgin Australia on request. You undertake to only make GST-free bookings for air travel within Australia where the requirements for Australian GST-free treatment are satisfied. If the requirements are not satisfied, you must sell a GST-inclusive fare. You will indemnify Virgin Australia for any such GST liability (together with any interest, fine, penalty, expenses, losses or damages imposed or incurred in connection therewith), which arises as a result of a breach of your representations and undertakings under this clause. You agree to co-operate with us in relation to any audit or enquiry from the Australian Taxation Office in relation to the GST treatment of any airfares booked by your Guests and/or clients.
23. For the purpose of calculating Base Commission and Performance Based Incentives, the relevant sales Revenue and any other specified targets are the amounts exclusive of any applicable GST and Ticket Taxes. For the avoidance of doubt, Base Commission and Performance Based Incentives are not payable on any GST or Ticket Taxes referable to the relevant sales.
24. You acknowledge and agree that the party contracting with you under this Agreement is Virgin Australia but the party to each individual contract of carriage will be determined each time a booking is made and will be the Airline identified on the invoice and itinerary issued after a booking is made. The liability of each Airline is several and limited to the relevant booking.
25. In addition to clause 10.g., you must provide to us or our nominees, any other data you hold about Guests you book on the Airlines if we ask you to do so. You must ensure that you obtain the necessary consent and approval from Guests to enable you to provide such data to us and to our nominees.
27. You must, within one month of receiving written notification from us, implement any required changes to your sales channels (including requiring any third parties who provide services to you in relation to those sales channels – like online booking tools – to make equivalent amendments) to: a. ensure that each of those sales channels is able to charge Guests SSR fees (including fees in relation to checked baggage); and b. allow those Guests to elect whether or not to pay SSR fees as an integral part of the usual booking process for those sales channels, and in the manner required by us in the developer documentation we provide to you.
28. You must ensure that you amend all associated business processes (such as the itineraries you provide to Guests) to disclose this new functionality, and you must ensure that you pass through to Guests any new disclosure material provided by Virgin Australia (such as new Booking Terms).
29. If you sell airfares through your website, you agree to add new Virgin Australia Domestic and International Short-haul Product and new Virgin Australia International Product and related Ancillary Services to your website in accordance with the following timeframes.
a. new / sale fare – within two hours from when it is available on our Website (when no API change is required);
b. new fare type – within two days from when it is available on our Website (when no API change is required);
c. new ports (within existing region) – within two weeks from when it is available on our Website (when no API change is required); and
d. all other changes – within thirty (30) days from when it is available on our Website. If we provide you access to Wholesale Fares, you must
a. ensure all Wholesale Fares that we offer are packaged with land arrangements booked through you for a minimum of two nights or for the entire duration of the trip if travel is shorter than two nights;
b. not use Wholesale Fares for Group and/or Conference bookings;
c. not engage in Dry Selling.
d. acknowledge and agree that Wholesale Fares are subject to terms and conditions and are confidential.
30. You may re-market or display VA Information to or via metasearch providers however if you are in breach of this Agreement, including any failure to comply with the Fare Rules, we may, by giving written notice to you, remove your right to re-market or display VA Information to or via metasearch providers and you must immediately cease re-marketing or displaying VA Information to or via metasearch providers.
31. Unless you have told us that you do not want to receive marketing and promotional material from us, you consent to receiving Commercial Electronic Messages from the Airlines containing marketing and promotional material and, subject to applicable laws, you agree the Airlines do not need to include an unsubscribe facility in any message sent to you.
32. If we make a benefit or reward available to a Guest, then you must not retain, access or otherwise use that benefit or reward, or take any steps to prevent the Guest from obtaining that reward or benefit.
33. This Agreement is governed by the laws in force in Queensland, Australia and the parties submit to the non-exclusive jurisdiction of the courts of Queensland, Australia.
34. A party notifying or giving notice under this Agreement must give notice in writing by leaving at or sending by prepaid post to the following address: b. in the case of Virgin Australia: Virgin Australia Airlines Pty Limited Attention: General Counsel PO Box 1034 Spring Hill Qld 4004 c. in the case of the Agent, addressed to such address as notified in writing by the Agent to Virgin Australia from time to time.
35. All capitalised terms within your Agency Agreement are to be interpreted in accordance with the definitions set out in the Travel Agency Main Agreement, unless otherwise expressly defined in the Agency Agreement.
Part D – Specific provisions for Non-BSP Sales
1. This Part D applies to Non-BSP Sales.
2. Booking rules
a. We will give you a unique Virgin Australia Code, which will enable you to book through our booking system (“Website Agents Facility”) or the booking channels we have agreed with you.
b. You must maintain adequate security of the Code and keep the Code confidential. You warrant and accept that all bookings made by using the Code are to your account, and in no circumstances will we accept any responsibility, including any payment obligations, in relation to those bookings.
c. Prior to issuing the Code or at any time after issue, we may request whatever information we reasonably require from you to issue you with your Virgin Australia Code. You shall provide us with all information requested by us promptly upon receipt of the request.
d. Upon receipt of the Code and until the expiry or earlier termination of this Agreement, you have authority to make bookings on behalf of your Guests through the agreed booking channels.
e. You agree that you are responsible for all bookings made using the Code and shall indemnify us in respect of any misuse of the Code resulting in any loss or damage sustained by, or Claims against, us.
f. In addition to any other rights we may have at law, we may suspend your Virgin Australia Code access to the agreed booking channels immediately in the event of a breach of this Agreement by you (including Payment Default).
3. Base Commission rules: You will not earn Base Commission on EMDs.
4. Financial rules
a. Ticket sales of a Non-Face-to-Face Transaction shall be undertaken under the sole responsibility and liability of the Agent;
i. In the event of a disputed transaction and its subsequent rejection by the card company, we shall chargeback the loss to you. You must provide reasonable assistance and evidence to us in order to allow us to defend a chargeback by the card company.
ii. You recognise that receipt of an approval code from the card company does not guarantee the transaction and that any such approval code or other authorisation code does not (and shall not be deemed to) guarantee that the charge will go undisputed. In the case of a rejected transaction, a chargeback shall be made by us.
iii. We will make all reasonable efforts to ensure that only valid chargebacks are transacted, and will provide all reasonable documentation in support of them.
b. For Face-to-Face Transactions, you shall not be held liable for chargeback provided the following procedures have been adhered to.
i. You must capture the card details (card number, cardholder name, expiry date, and where applicable, effective date) by use of a card imprinter, or electronic card reader (card swipe).
ii. You must obtain authorisation for each transaction from the card company and use reasonable efforts to validate and verify that the cardholder submitting a card for payment has the authority to use that card.
iii. You must verify the expiry date, and where appropriate, the effective date of the card.
iv. Signature of the card holder must be witnessed by you and matched against the signature on the reverse of the card.
c. If at any time, a card is not appropriately verified or is declined during payment authorisation, you must use an alternative validated and verified card or should seek to make payment via other means and not via us as the merchant.
i. To demonstrate your adherence to the procedures contained in clause 4.b, you must retain all supporting documentation relating to the card transaction for a minimum of thirteen (13) months. As the principal to the merchant agreement, we are the rightful owner of all such supporting documentation.
ii. In the event of material changes to your status as an Agent including without limitation, the ceasing of operation, there is a continuing obligation for you to ensure supporting documentation is retained and can be made available to us when required.
iii. If we receive a notice of dispute relating to a transaction by the card company, we will notify you within 14 days and request appropriate supporting documentation and information. You must promptly comply with such request within 7 days.
5. Financial rules – Credit card only accounts
a. If you are not an approved account customer or you are paying at the time of booking by way of your customer’s credit card, you must pay us the total amount payable in respect of each booking by way of your customer’s credit card immediately upon making the booking. Cheque payments will not be accepted. For the avoidance of doubt and despite any IATA resolution, no credit cards issued in your name or the name of your personnel may be used to pay for Virgin Australia Domestic and International Short-haul Product and Virgin Australia International Product.
b. Payment of Base Commission (if applicable) will be in accordance with the terms of this Agreement.
c. If we are required to pay you any Performance Based Incentives, the terms of payment will be set out in your Agency Agreement.
d. If we are required to pay you Base Commission by way of direct deposit or telegraphic transfer, if the direct deposit or telegraphic transfer fails for any reason beyond our control, we will make a further attempt to complete the deposit or transfer. We shall not be liable for any loss or damage incurred by you in the event of any direct deposit or telegraphic transfer failure for any reason whatsoever. You will provide all information and comply with all our requirements with respect to establishing a direct deposit facility.
e. If we are required to pay you Base Commission, whereby the debits outweigh your credits, by way of direct debit, if the direct debit fails for any reason beyond our control, we will make a further attempt to complete the direct debit. We shall not be liable for any loss or damage incurred by you in the event of any direct debit failure for any reason whatsoever. Any bank fees including chargebacks or other costs associated with this transaction are at your cost. You will provide all information and comply with all our requirements with respect to establishing a direct debit facility by way of direct debit authority. We will directly debit your bank account (as nominated by you in accordance with the account application) for an amount equal to the total sales less any Base Commission we have agreed to pay in the third week of each month (for bookings made during the first two weeks of the month) and in the first week of the following month (for sales made during the remainder of the previous month).
f. If you are an International Agent the following payment provisions also apply:
i. we will not be obliged to pay any Base Commission until the amount due to you is more than AUD$500 (or equivalent) during the period of the Australian financial year (1st July until 30th June); and
ii. any Base Commission will be payable in local currency, depending on which jurisdiction you conduct your operations; less bank fees applicable for us to make a payment in that currency.
Part E – Specific provisions for BSP Sales
1. Where this Part E applies
a. This Part E applies to BSP Sales using the “VA” airline designator.
2. Booking rules
a. You must have GDS access for BSP Sales.
b. We reserve the right to amend the BSP Settlement System and substitute or add settlement systems from time to time.
c. Our rights under this Agreement are in addition to any rights we or the Airlines may have under IATA rules or BSP rules.
3. Group bookings – Guarantee
a. We require all Group bookings to be secured by a Guarantee to the value of the Group booking.
b. Terms and conditions governing a Group booking (“Group Booking Terms and Conditions”) will be provided to you at the time we provide you with an initial quote for a Group booking.
c. By confirming a Group booking you are deemed to have accepted the Group Booking Terms and Conditions and agree to meet the obligations for payment, as set out in the Group Booking Terms and Conditions.
d. If you do not comply with the Group Booking Terms and Conditions we may recover from you (including through any Guarantee):
i. any Group booking deposit amount; and
ii. any balance amount of the Group booking that is due to cancellations of any Group booking.
e. Claim PNR, if available, is for agents who use BSP subject to our approval. The terms and conditions governing use of Claim PNR are set out in the Group Booking Terms and Conditions and any applicable IATA Rules.
4. Sales Rules
a. You must at all times comply with the Sales Rules in relation to your sale of airfares under the “VA” airline designator.
b. If you do not comply with the Sales Rules, we reserve the right to do any one or more of the following:
i. recover from you, as an amount automatically payable through the BSP Settlement System, our loss arising from your failure to comply with the Sales Rules (for example, the difference between the face value of a ticket you sold, and the actual sale price in the correct booking class);
b. use the API for any unlawful purpose;
c. make any fraudulent or false enquiries, bookings, reservations or requests using the API;
d. use the API while impersonating another person; e. tamper with, hinder the operation of or make unauthorised modifications to the API;
f. knowingly transmit any virus or other disabling feature to the API;
g. breach any third party’s rights (including intellectual property rights and obligations of confidentiality owed to third parties) or infringe any laws in any jurisdiction in using this API; or
h. knowingly permit another person to do any of the above acts.
2. You must only use the API for the purpose of booking Airline flights either directly or on behalf of third parties.
4. Fare Rules
a. You agree to include a notice on all Guests’ itineraries advising the Guest that the information collected by you will be sent to us in order to process the booking.
b. You acknowledge that the Airlines have multiple fare classes available for purchase, and that each fare class has its own price point and associated Fare Rules.
c. You agree to ensure all Fare Rules are displayed in full as they appear in our reservations system when making a booking or changing or cancelling a flight. You must not amend the Fare Rules in any way.
d. As at the date of this Agreement, the Airlines offer a number of fare classes for sale, and these classes are described in fare type guides located on our Website.
e. You acknowledge that not all fare classes are available for all Airline flights. We shall have no liability in the event that you offer the Guest a particular fare class and that fare is subsequently unavailable.
f. You acknowledge that the fare classes and Fare Rules are subject to change without notice, and that it is your responsibility to ensure that the latest version of the applicable Fare Rules is acknowledged and accepted by all Guests during the booking process.
g. You agree to provide all Guests with information about the different fare types that are available during the booking process, unless responding to a direct request for a Guest to only provide information in relation to a particular fare type. You may show Guests who require additional information in relation to fare types the comparative table at www.virginaustralia.com/us/en/plan/fare-types/. We reserve the right to change this table at any time without notice.
a. You acknowledge that all fares displayed on our reservations system are subject to availability, and are subject to change at any time without notice.
b. We agree that you may charge a reasonable service fee in addition to the fare. You acknowledge and agree that no other fees may be added to the cost of the fare. Any service fee which you add to the fare must be clearly identified as such to the Guest.
c. You must, upon 7 days’ notice during normal business hours or as otherwise agreed, permit and provide persons (“Auditors”) nominated by us to access to you and your contractors premises, books, records, documents, computer systems, equipment and other property relevant to the performance of this Agreement to verify compliance with your obligations under this clause and this Agreement.
6. Fare Price Currencies You agree and acknowledge that all fares must be paid for in the same currency as the point of sale of your API account which is the same as the currency of your Agency account, unless we specify otherwise. For example, all bookings originating from Fiji must be paid for in Australian dollars if your Agency account is in AUD. You must not accept payment for fares in anything other than the currency of the point of sale, unless we specify another currency.
a. Without limiting your obligations under this Agreement, you agree to issue each Guest an itinerary which contains the same information as that contained on an itinerary issued by the Airline. We reserve the right to change this information at any time without notice. You acknowledge and agree that it is your responsibility to ensure that the details appearing on the Guest’s itinerary are current as at the date you issue the itinerary to the Guest.
b. You must not alter the text appearing on the Guest’s itinerary, but may add additional relevant information to the itinerary, including your name, logo and contact details.
c. The itinerary which you issue under clause 7.a must contain either:
i. our ABN or GST number as the supplier, without your ABN or GST number; or
ii. your ABN or GST number as the issuer, without our ABN or GST number.
a. You agree that only bookings for the SSR Codes set out in the API Developers Guide may be made through the API, and that all other SSR bookings must be made through the Guest Contact Centre.
b. You agree to tell Guests about the SSR codes and the conditions of travel attached to those SSR codes (which are displayed at the bottom of the flight selection page on our Website) during the booking process. If a Guest makes a booking with an SSR code, you must ensure that the relevant information attaching to that SSR code appears on the Guest’s itinerary.
c. If you are not certain whether a Guest should travel under an SSR code, or are making a booking for a Guest who refuses to travel under an SSR code but who you, acting reasonably, believe should be booked under an SSR code, you must call the Guest Contact Centre to make the booking or clarify the Guest’s circumstances.
e. The Airlines accept no liability in situations where travel is denied because a Guest was not booked under a SSR code in circumstances where you, acting reasonably, should have booked them under that code or called the Guest Contact Centre.
f. We reserve the right to change the Airlines’ SSR codes at any time without prior notice. You agree to ensure your version of the SSR codes and text is kept up to date at all times.
9. Passenger Types
a. You must use all reasonable endeavours to ensure that adult fares are booked for persons 12 years of age or older (as at the date of flying), child fares are booked for persons 2 – 11 years of age (inclusive) (as at the date of flying), and infant fares are booked for persons less than 2 years of age (as at the date of flying). You must advise Guests that infants must travel with a parent or guardian who is at least 15 years of age, and cannot purchase a seat.
b. If a child turns 12 years of age after the forward journey but before the return journey, the flights need to be booked as two one way trips indicating the correct age as at the time of actual travel. In this case, the forward journey would be booked as a child and the return journey would be booked as an adult.
c. If a child turns 2 years of age after the forward journey but before the return journey, the flights need to be booked as two one way trips indicating the correct age as at the time of actual travel. In this case, the forward journey would be booked as an infant and the return journey would be booked as a child.
d. You must explain to Guests the age restrictions for child, adult and infant fares.
10. System Upgrades and Modifications
a. You acknowledge that we and the Provider will need to perform maintenance and upgrades on the API from time to time.
b. You acknowledge that it is the Provider’s responsibility to notify you of scheduled outages.
c. You acknowledge and agree that in unforeseen circumstances the API will not be functional. We accept no liability whatsoever for any loss caused by API outages.
d. We reserve the right to enhance, modify or change the API at any time.
11. Intellectual Property
a. You acknowledge that the API, our Website and our booking reservations system (“Virgin Australia Intellectual Property”) are owned or operated by Virgin Australia.
b. You acknowledge that you will not acquire any intellectual property rights in Virgin Australia Intellectual Property.
c. You agree not to use, copy, modify, transmit, store, publish, distribute or reverse engineer any material on the Virgin Australia Intellectual Property.
12. Book and Hold Feature
a. Virgin Australia is offering to Providers and Agents the “Book and Hold” feature through its API. Agents must validate with Virgin Australia which fares types can be placed “on Hold”.
b. When a booking uses multiple fare classes where one can be placed “on Hold” and the other cannot the booking cannot be placed “on Hold”.
c. When a booking uses fare classes with different hold times the hold time for the entire booking is the lesser of the hold times for each class.
d. We reserve the right to suspend a Provider and/or its Agents’ access to the API and/or charge the Provider and/or its Agent a fee for access where, in the reasonable opinion of Virgin Australia, the Provider and/or the Agent is abusing the Book and Hold feature. For example, where an Agent makes multiple bookings for one guest with no intention of cancelling surplus bookings, Virgin Australia may suspend the Agent’s access to the API or require the Agent to pay a fee for access to the API.
13. SSR Codes for API Bookings are contained within the API Developer’s Guide.
Part G - Specific provisions for API and GDS
1. Look-to-Book Ratios.
We reserve the right to monitor your Look-to-Book Ratios. In the event we consider your Look-to-Book Ratio excessive then:
a. We will give a written notice advising you that we consider your Look-to-Book Ratio excessive;
b. Within 5 Business Days of receiving written notification you must provide us with detailed reasons for your excessive Look-to-Book Ratio;
c. If in our reasonable opinion you have a genuine commercial reason for having a high Look-to-Book ratio then both parties will, within 5 Business Days of us receiving your reasons pursuant to clause 1.
b meet to discuss in good faith a revised Look-to-Book Ratio or the steps that you can take to reduce your Look-to Book-Ratio; and
d. If your explanation for having a high Look-to-Book Ratio is, in our opinion, unsatisfactory or the parties cannot agree on a revised Look-to-Book Ratio pursuant to clause 1.
c or you are unable to remedy excessive Look-to-Book Ratios within a time frame determined by Virgin Australia in its absolute discretion, then we may advise you that we consider you to be in breach of this Agreement and may terminate this Agreement by providing you with thirty (30) days’ written notice.
Part H - Privacy
1. You must comply with, and not cause the Airlines to be in breach of, applicable privacy and data protection laws, including (without limitation) the Privacy Act 1988 (Cth) and the General Data Protection Regulation (Regulation (EU) 2016/679) (Applicable Privacy Laws).
2. If you collect or hold Personal Information in connection with this Agreement, you must:
a. take all reasonable steps to ensure that Personal Information held in connection with this Agreement is protected against misuse and loss or from unauthorised or unlawful access, modification, disclosure, destruction or damage at least to the level required by Applicable Privacy Laws;
b. ensure that only authorised personnel will have access to that Personal Information and that personnel will only be authorised for such access on a “need to know basis”, that is, where access to such Personal Information is essential in order for personnel to carry out their respective duties;
c. only use that Personal Information for the purposes of fulfilling your obligations under this Agreement or for purposes authorised by Virgin Australia or the individual about whom the Personal Information relates;
d. not disclose that Personal Information for sale or profit or any other benefit;
e. ensure that your personnel (inclusive of staff and contractors) are aware of your obligations under this Agreement (and in particular this clause) and where necessary you will provide personnel with adequate training in respect of same;
f. provide all reasonable assistance to us in connection with our obligations under Applicable Privacy Laws or any privacy request or complaint in respect of that Personal Information.
3. If a Guest asks you to include their request to use the Virgin Australia ‘nervous flyers’ service in their booking, you must:
a. obtain the Guest’s consent to collect and disclose their sensitive personal information to Virgin Australia,
b. advise the Guest that Virgin Australia will contact the Guest by email and SMS with messages, promotional material and links to websites and resources, and
c. advise the Guest that they may opt out of the service at any time by using the ‘unsubscribe’ link in the messages, by managing their booking or by calling the Guest Contact Centre.
5. You must immediately notify us, providing full details, if you:
a. become aware of a breach, or possible breach, of your obligations in this Part H;
b. are required by law to disclose any Personal Information collected or held by you in connection with this Agreement;
c. become aware of any complaint relating to the collection, use, disclosure, transfer or other handling of, or any request for access or other privacy request in relation to, Personal Information collected or held by you in connection with this Agreement;
d. become aware of any Data Breach, or of any updates to the status of a Data Breach, and to your response and planned response to the Data Breach.
6. Except where required by law, you must not notify any third party of any of the matters referred to in clause 5 above without the written approval of Virgin Australia (which will not be unreasonably withheld).
7. If a Data Breach occurs, you agree to provide all reasonable assistance to us as may be required by us to implement any action to deal with the Data Breach, including without limitation in respect of determining whether a Data Breach is an Eligible Data Breach.
8. You indemnify and keep indemnified the Airlines from and against any claim, damages, expenses, losses or liabilities suffered or incurred by the Airlines in connection with:
a. your failure to comply with Applicable Privacy Laws; or
b. any action taken by, or penalty imposed by, a regulator or government authority under Applicable Privacy Laws arising out of your act or omission.
9. You are liable for any breach of this Part H by your personnel or agents.
Part I – Specific provisions for multiple passenger bookings (Group)
1. You must make bookings for a Group through the Virgin Australia Groups Department. For the avoidance of doubt, you must not book a Group on a multi-passenger PNR.
2. You acknowledge and agree that we have the right to cancel a booking for a Group that has not been made through the Virgin Australia Groups Department. The fare rules applicable to your booking will apply in respect of the cancellation. Subject to the applicable fare rules, you may rebook the Group through the Virgin Australia Groups Department at the best group fare available at the time of rebooking. For the avoidance of doubt, you acknowledge and agree that we have the right to cancel a booking for a Group that has not been made through the Virgin Australia Groups Department.
Part J – Minimum servicing and brand requirements
1. You must represent Virgin Australia’s brand and products appropriately, which includes:
a. Ensuring any Virgin Australia branding used on your website or marketing collateral is current and correct;
b. Updating Virgin Australia tickets to reflect correct flight number/s and time/s after voluntary and involuntary changes have been made to a booking;
c. Displaying the Fare Rules in such a way that they are:
i. compliant with any local laws
ii. accurate and up to date;
iii. used for their intended purpose; and
iv. only redistributed as approved by Virgin Australia.
d. Ensuring any deviations from standard fare terms and conditions are authorised by Virgin Australia; and
e. Clearly articulating to the Guest all complimentary products offered by Virgin Australia through the planning, booking and ticketing of Virgin Australia flights.