Important information

Coronavirus update



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.


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
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
Phone +86 10 6521 1577
Address Beijing,  China


Southern Region Guangzhou Office
Phone +86 20 8365 1939
Address Guangzhou, China


East/West Region Shanghai Office
Phone +86 21 6317 0128
Address Shanghai, China


Hong Kong Groups
Phone +852 5808 0288



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
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
7 February Tropical Cyclone Damien v2 (PDF)
6 February Withdrawal of Sydney - Hong Kong Services v7 (PDF)
30 January Samoa and Papua New Guinea Coronavirus Policy (PDF)
24 January AVIH Snub-Nosed Breeds Ban (PDF)
23 January Coronavirus 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)



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 - Chinese


Clue Cards


Groups Clue Cards and Guides



Experience America Resources

 Virgin Australia accelerate


Virgin Australia & Delta Air Lines Joint Venture Flyers 

Destination Flyers

Group Booking Flyers

Internationally Based Agents