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.


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 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 +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, 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:
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
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)                                                                                                       


Keep up to date with our Commercial Policies.  


Date Communicated Commercial Policies
23 SeptemberConditional Credit Policy v1.2 (PDF)
9 SeptemberChange Fee Waiver for New International and Domestic Bookings v9 (PDF)
9 September COVID-19 Commercial Policy v24 - International & Domestic Bookings (PDF)
22 May Hong Kong Withdrawal v9 (PDF)
22 May Auckland- Tonga & Rarotonga Withdrawal v1.1 (PDF)
22 May Conditional Credit Policy Q&A v1 (PDF)
13 March Auckland -Tonga & Rarotonga Withdrawal v1 (PDF)
24 February Hong Kong Withdrawal v8 (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)


Date Communicated Commercial Policies
28 December Solomon Island Measles (PDF)
03 December  Suspension of Darwin (DRW) to Alice Springs (ASP) Services (PDF)
28 November Measles Industry Update (PFD) 
11 November Queensland, New South Wales, ACT, Victoria, South Australia and Western Australia Bush Fires v14 (PDF)
6 November Suspension of Melbourne (MEL) to Hong Kong (HKG) Services v2 (PDF)
2 September  Hong Kong Industrial Action (PDF)
5 August Hong Kong Industrial Action (PDF)
18 June Virgin Australia B777 Unscheduled Maintenance (PDF)
16 May Cessation of Perth (PER)-Geraldton (GET)-Perth (PER) Services (PDF)
26 April Sri Lanka Explosions (PDF)
25 March Tropical Cyclone Veronica (PDF)
20 March Virgin Australia B777 Unscheduled Maintenance (PDF)
22 February Tropical Cyclone Oma (PDF)
1 February North Queensland Severe Weather (PDF)


Fare Type Guides






Policies - Chinese


Clue Cards


Groups Clue Cards and Guides