IMPORTANT INFORMATION:

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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:
Australia136 737
Rest of the worldclick 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:
Australiava.agentshelpdesk@virginaustralia.com
New Zealandva.agentshelpdesk@virginaustralia.com
North and South Americava.agentshelpdesk@virginaustralia.com
Internationalva.agentshelpdesk@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.

2017

Date Communicated Trade Release
30 October 2017 Virgin Australia Auckland - Apia Services
11 October Making Every Customer Contactable
23 September Important information regarding Mt Agung in Bali
07 September Virgin Australia Increase Melbourne - Hong Kong Services and Virgin Australia Samoa Services
25 August Virgin Australia Brisbane - Moranbah Services
17 August Economy X Bookings for Velocity Platinum Members and VIPs via GDS
15 August Virgin Australia Move to Branded Fares in Sabre GDS
04 August Virgin Australia Introduces PlusPass to Hong Kong and mainland China
03 August Update: Adjustment to Security Measures at Airports - PDF
31 July Australian Government Introduce Increased Security Measures at Airports
05 July Sir Richard Branson Launches Virgin Australia's First Flight to Hong Kong
06 June Virgin Australia Accompanied Pet Booking Process
26 May Virgin Australia and Air Canada to Launch codeshare services and Virgin Australia GDS Booking Policy Updates
15 May Virgin Australia Business Class now offered on direct Brisbane - Launceston services
12 May Los Angeles International Airport (LAX) Operations and Terminal Changes
11 May Update on Regional Queensland Operations.
04 April Virgin Australia Launches Flights Between Melbourne and Los Angeles
31 March Virgin Australia Launches Economy X
22 March Virgin Australia Lounge Access at Los Angeles Airport (LAX) and Thank You For Nominating Us in the 2017 AFTA Awards
21 March Virgin Australia Announce Flights from Melbourne to Hong Kong
08 March Reminder: Virgin Australia to Launch Melbourne - Los Angeles Services, Changes to the collection of VA*SQ/MI Fuel and Insurance Surcharge (YQ tax) and Reminder: Virgin Australia Award-Winning Business Class offered on select Regional Routes
27 February Virgin Australia Perth - Abu Dhabi Services
14 February Virgin Australia Disabling Hahn Air (HR) Ticketing - PDF
13 February Virgin Australia to Introduce Award-Winning Business Class on select Regional Routes and Etihad Airways Separate Ticket Policy - PDF
12 January Virgin Australia International Lounge Changes and Virgin Australia to Operate Non-Stop Christchurch - Rarotonga Service - PDF
03 January Hello 2017 - New Year Sale! - PDF

 

 2016

Date Communicated Trade Release
21 December Virgin Australia Launch PlusPass for Sale in IATA Area 3 - excluding Point of Sale Australia/ South West Pacific - PDF
20 December Reminder: Changes to Velocity Frequent Flyer Fly Ahead Conditions, Virgin Australia International Lounge Changes and International Online Check-in Now Available - PDF
15 December Virgin Australia to Introduce PlusPass for Sale in IATA Area 3 - excluding Point of Sale Australia/ South West Pacific - PDF
5 December Virgin Australia Awarded Best Business Class and Best Cabin Crew. Virgin Austraila Accompanied Pet Booking Fees - PDF
8 November Virgin Australia Agency Debit Memo (ADM) and Agency Credit Memo (ACM) Updates. Reminder: Virgin Australia Schedule Change Process and correct use of waiver codes - PDF
1 November Virgin Australia accelerate program updates: special member discounts, additional savings with Singapore Airlines and updated accelerate program Terms and Conditions - PDF
31 October Virgin Australia Launches Virgin Australia PlusPass for sale in the UK and Europe - PDF
28 October Changes to Virgin Australia International Lounge Access - PDF
19 October Virgin Australia Introduce Virgin Australia PlusPass for sale in the UK and Europe - PDF
20 September Virgin Australia and Alitalia Codeshare Expansion and increase to Unaccompanied Minor (UMNR) Fees - PDF
20 September Virgin Australia to Launch Melbourne-Los Angeles-Melbourne and Perth-Aub Dhabi-Perth Services. Changes to Virgin Australia Sydney-Abu Dhabi-Sydney Servcies and Brisbane-Los Angeles-Brisbane Services - PDF
07 September Virgin Australia Launch Fares for You - PDF.
02 September Reminder: Virgin Australia introduce Fares for You. Economy Space+ - Now flying - PDF
30 August Card Payment Fee - PDF
22 August Virgin Australia Update: Fares For You (Advance Seat Preference) - PDF
11 August Virgin Australia Terminal Change for Perth – Geraldton (PER-GET) and Perth – Kununurra (PER-KNX) Services
9 August Virgin Australia Introduce Fares For You
4 August Win a Spot on the "Ultimate Abu Dhabi Famil". Important Reminder: Virgin Australia Disrupt Process. Virgin Australia Policy Updates
22 July Virgin Australia Agency Portal Website Upgrade - Now Live
7 July Virgin Australia Agency Portal Website Upgrade
5 July Virgin Australia Agency Debit Memo and Agency Credit Memo Policy Update
21 June Virgin Australia Introduce Fares from Fiji to UK and Europe (via Australia and Abu Dhabi)
13 June Virgin Australia Sydney-Abu Dhabi (VA29 & VA30) August 2016 and November 2016 Services/Flight Cancellations
23 May Reminder: Virgin Australia Trans Tasman Disounts for accelerate Clients through Fare Advantage
18 May Virgin Australia Sydney-Abu Dhabi (VA29 & VA30) Flight Cancellations
16 May Virgin Australia Revolutionises Travel Across the Pacific and Virgin Australia Launches Economy Space +
13 May Virgin Australia Add More Services on Tamworth Route. Reminder: Virgin Australia Contacting Us Update and Reminder: Virgin Australia Name Correction Policy
10 May Virgin Australia Announces Brisbane - Emerald Flights to be Operated by Alliance Airlines
10 May Virgin Australia offers Trans Tasman Promotional Discounts for accelerate Clients through Fare Advantage
6 May Virgin Australia Update on Services to Vanuatu. Update: Electronic Miscellaneous Documents (EMDs) – Travelport Extra Legroom and Virgin Australia Introduces Name Correction Policy
3 May Virgin Australia Lounge Offer for over 60s
28 April Virgin Australia Services For A-League Grand Final
27 April Amendment to Domestic Australia Structural Fares for Area 2 Point of Sale - Europe
27 April Update: Amendment to Domestic Australia Structural Fares for Point of Sale GB
30 March Virgin Australia AFTA Nominations 2016
24 March Reminder: Contacting Virgin Australia - updates to Agency Hub contact us tab
18 March Virgin Australia update on Services to Vanuatu. Virgin Australia Contacting Us update. Virgin Australia Fares and Ticketing Policies and Updated GDS Booking Policy.
07 March Reminder: Virgin Australia Schedule Change Process and Correct use of Waiver Code/s. Reminder: System Enhancement - change to intinerary after check-in has occurred
03 March Update: New Trans-Tasman Fare Structure and Pacific Islands Fare Type Name Change
24 February Back to Business Promotional Discounts for accelerate Clients
23 February Virgin Australia Update on Nadi, Fiji Flights
15 February Fares for Point of Sale GB
09 February Virgin Australia Update: Trans-Tasman Fare Structure and Pacific Islands Fare Type Name Change revised launch date. Virgin Australia and Singapore Airlines Canberra codeshare services. Virgin Australia Medical Clearance Process and Travel Agent Guidelines
01 February Virgin Australia accelerate offers Back to Business Promotional Discounts for accelerate clients
28 January Virgin Australia Update on Vanuatu Services
22 January Virgin Australia Cancellation of Flights and Vendor Remark Messaging
15 January Reminder: VA*DL Schedule Change. Virgin Australia Increase Number of Flights between Newcastle and Brisbane. Virgin Australia Interline Agreement with Alitalia (AZ) and Air Serbia (JU).
11 January New Trans-Tasman Fare Structure and Pacific Islands Fare Type Name Change
11 January Amendment to Domestic Australia Structural Fares for Point of Sales GB
01 January New Year. New Adventure Sale

 

Keep up to date with our Commercial Policies.  

2017

Date Communicated Commercial Policies
31 October Cessation of VA Operated Services between Auckland (AKL) and Apia (APW)  (version 2) (PDF)
30 October  Cessation of VA Operated Services between Auckland (AKL) and Apia (APW) (PDF)
11 October Mt Agung Volcanic Eruption - Denpasar (PDF) (version 5)
6 October Mt Agung Volcanic Eruption - Denpasar (PDF) (version 4)
20 September Auckland (AKL) Fuel Shortage (PDF) (Version 3)
18 September Auckland (AKL) Fuel Shortage (PDF) (Version 2)
11 September  Seasonal Reduction of Services between Perth (PER) and Kununurra (KNX) NOV17-MAR18 (PDF)
7 September Australia-Los Angeles Scheduled  Maintenance FEB-MAR (PDF) (Version 1)
6 September Air Berlin (AB) Discontinued Partnership (PDF)
21 August Cessation of Moranbah Flights (PDF)
18 August Australia - Los Angeles Scheduled Maintenance of Boeing 777 (PDF) (Version 2)
17 August Samoa Schedule Changes (PDF)
26 July Australia – Los Angeles Scheduled Maintenance of Boeing 777 (PDF)
07 July Cessation of VA Services - Regional Queensland Operation (PDF) (Version 2)
21 June LAX-MEL-LAX Cancellations (VA24 & VA23) 24 and 26 June 2017
29 May Mt Isa (ISA), Cloncurry (CNJ), Mackay (MKY) and Rockhampton (ROK) Alliance Airlines arrangement (PDF) (version 9)
11 May Cessation of VA Services - Regional Queensland Operation (PDF)
09 May Tropical Cyclone Debbie - North Queensland Australia (PDF) (Version 15)
05 May Tropical Cyclone Donna - Port Vila Vanuatu (VLI) (PDF)
03 May Mt Isa (ISA), Cloncurry (CNJ) and Mackay (MKY) Alliance Airlines arrangement (PDF) (version 7)
24 March P & O Pacific Dawn delayed arrival into Brisbane (PDF)
23 March Mt Isa (ISA), Cloncurry (CNJ) and Mackay (MKY) Alliance Airlines arrangement (PDF) (version 6)
9 March P & O Pacific Aria delayed arrival into Brisbane (PDF)
7 March Carnival Legend Cruise delayed arrival into Sydney (PDF)
27 February  Perth - Abu Dhabi - Perth (VA11/VA12) Cessation of VA Services (PDF)
23 February Mt Isa (ISA), Cloncurry (CNJ) and Mackay (MKY) Alliance Airlines arrangement (PDF) (version 5)
08 February P & O Pacific Jewel delayed arrival into Sydney
30 January United States of America Travel Ban (PDF)
25 January P & O Pacific Jewel delayed arrival into Melbourne 
25 January P & O Pacific Eden delayed arrival into Sydney
25 January Mt Isa (ISA), Cloncurry (CNJ) and Mackay (MKY) Alliance Airlines arrangement (PDF) (version 4)
 05 January  Mt Isa (ISA), Cloncurry (CNJ) and Mackay (MKY) Alliance Airlines arrangement (PDF) (version 3)

2016

Date Communicated Commercial Policies
22 December Tropical Cyclone Yvette - Western Australia .
28 November Cairns (CNS), Mt Isa (ISA), Cloncurry (CNJ) and Mackay (MKY) Alliance Airlines arrangement (PDF) (Version 2)
23 November  Port Vila (VLI) Cessation of VA Services (PDF) (Version 2)
18 November Port Vila (VLI) Cessation of VA Services (PDF)
31 October Dreamworld Closure (PDF)
14 October Melbourne F1 Grand Prix Reschedule Mar 2017 (PDF)
20 September Brisbane Los Angeles (VA7 and VA8) Reduction of Services (PDF)
20 September Sydney Abu Dhabi (VA29/30) Cessation of VA Services (PDF)
05 September Cairns (CNS), Mt Isa (ISA) and Cloncurry (CNJ) Alliance Airlines arrangement (PDF)
24 August Port Vila (VLI) Cessation of VA Services (PDF) (version 4)
17 August Port Vila (VLI) Cessation of VA Services (PDF) (version 3)
08 August Port Vila (VLI) Cessation of VA Services (PDF) (version 2)
05 August P & O Pacific Pearl delayed arrival into Sydney (PDF)
02 August Port Vila (VLI) Cessation of VA Services (PDF) 
27 July Cessation of all direct services to/from Mackay and Sydney (PDF)
19 July Zika Virus Indonesia - Denpasar (version 2)
15 July P & O Pacific Eden delayed arrival into Perth (PDF)
08 July SYD-AUH-SYD (VA29/VA30) Re-accommodation APR-AUG 2016 (PDF) (version 4)
08 July SYD-AUH-SYD (VA29/VA30) B777 Aircraft Removed From Service Due to Maintenance 02-19 NOV 2016 (PDF) (version 2)
27 June P & O Pacific Pearl delayed arrival into Sydney (PDF)
21 June Zika Virus Indonesia - Denpasar (version 1)
13 June SYD-AUH-SYD (VA29/VA30) B777 Aircraft Removed From Service Due to Maintenance 02-19 NOV 2016 (PDF) (version 1)
13 June SYD-AUH-SYD (VA29/VA30) Re-accommodation APR-AUG 2016 (PDF) (version 3)
07 June Honiara Suspension of Services (PDF)
19 May Sea Princess Cruise Delay
18 May SYD-AUH-SYD (VA29/VA30) Re-accommodation APR-AUG 2016 (PDF) (version 2)
10 May Emerald (EMD) Alliance Airlines arrangement
29 April P & O Pacific Eden delayed arrival into Perth (PDF)
28 April Port Vila (VLI) Cessation of VA Service (PDF) (version 7)
23 April Tropical Cyclone Amos - Apia (PDF) 
06 April Tropical Cyclone Zena - Fiji (PDF) 
01 April Border Industrial Action (PDF) (29 March - 07 April 2016)
24 March Border Industrial Action (PDF) (29 March - 01 April 2016)
22 March Border Industrial Action (PDF) (22 - 24 March 2016)
16 March Port Vila (VLI) Cessation of VA Service (PDF) (version 6)
15 March Port Vila (VLI) Cessation of VA Service (PDF) (version 5)
26 February Port Vila (VLI) Cessation of VA Services (PDF) (version 4)
22 February Tropical Cyclone Winston - Fiji (PDF) (version 2)
19 February Tropical Cyclone Winston - Fiji (PDF) (version 1)
18 February  Port Vila (VLI) Cessation of VA Services (PDF) (version 3)
05 February Port Vila (VLI) Cessation of VA Services (PDF) (version 2)
29 January Tropical Low WA (PDF) (version 1)
28 January Port Vila (VLI) Cessation of VA Services (PDF) (version 1)
08 January P & O Pacific Eden delayed arrival into Sydney (PDF)
07 January  P & O Pacific Pearl delayed arrival into Sydney (PDF)

 

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