Policies and Guides
Commercial Policies
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Domestic and International Virgin Australia standard ticket validity explained
Date of Issue Validity Explained For standard tickets/EMDs issued ON/BEFORE 20 April 2020 These tickets are referred to as Future Flight credits. Future Flight credits expired on 31 December 2023 and are no longer available for booking or travel.
Please refer to the Future Flight Credit Policy (PDF) for full details.
For standard tickets/EMDs issued BETWEEN 21 April 2020 and 31 July 2022 These tickets are referred to as Standard credits (“Covid Credits”) which can be used for booking and travel by 30 June 2025
Please refer to the Commercial Policy for Covid Credit Extension (PDF) for full details.
For standard tickets/EMDs issued ON/AFTER 01 August 2022 Please refer to the Virgin Australia Ticket Policy. -
Current Commercial Policy reference guide
2024
Date communicated Commercial Policies 24 January Cyclone Kirrily 2023
Date communicated Commercial Policies 18 December Cairns – Cyclone Jasper 8 March Vanuatu - Delay to Flight Resumption
Other Policies and Guides
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Policies
- Agency Debit Memo (ADM) and Agency Credit Memo (ACM) Policy (PDF)
- Baggage Policy (PDF)
- Base Commission Policy POS AU (PDF)
- Base Commission Policy POS Outside AU (PDF)
- Deceased Guest Refund Documentation Requirements Policy (PDF)
- GDS Booking Policy (PDF)
- General Booking Policies (PDF)
- Name Change Policy Corporate (PDF)
- Name Correction Policy Corporate (PDF)
- Payment Policy (PDF)
- Payment Surcharge Policy (PDF)
- Schedule Change Policy (PDF)
- Seating Policy (PDF)
- Preferred Seating FAQs
- Ticketing Policy (PDF)
- Unaccompanied Minor and Young Person Travelling Alone Policy (PDF)
- Waitlist Policy (PDF)
- Void, Cancellation & Refund Policy (PDF)
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Guides
- BSP Activated Countries (PDF)
- Domestic Pet Travel Guide (PDF)
- Economy X FAQs (PDF)
- EMD-A Travel Agent Guide (PDF)
- EMD-S Travel Agent Guide (PDF)
- Extra Seat Process (PDF)
- Guide to Transferring Tickets to a New TMC Process (PDF)
- Liquids
- Medical Clearance Information
- Meet and Assist Information
- Specific Needs and Assistance Agent Guide (PDF)
- Travel Insurance Request Form
- Unaccompanied Minor Form (PDF)
- UpgradeMe Premium Bid Process (PDF)
- Velocity Upgrade Process (PDF)
- Voluntary Reissue and Converting Currency Guideline (PDF)
- Corporate Travel Benefits (PDF)
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Clue Cards
- Compulsory Passenger Contacts for Disrupts GDS Clue Card v2 (PDF)
- GDS Amadeus Clue Card (PDF)
- GDS Galileo Clue Card (PDF)
- GDS Sabre Clue Card (PDF)
- EMD-A Amadeus Clue Card - Extra Baggage (PDF)
- EMD-A Amadeus Clue Card - Economy X (PDF)
- EMD-A Amadeus Clue Card - UMNR (PDF)
- EMD-A Apollo Clue Card - Extra Baggage (PDF)
- EMD-A Apollo Clue Card - Economy X (PDF)
- EMD-A Apollo Clue Card - UMNR (PDF)
- EMD-A Galileo Clue Card - Extra Baggage (PDF)
- EMD-A Galileo Clue Card - Economy X (PDF)
- EMD-A Galileo Clue Card - UMNR (PDF)
- EMD-A Sabre Clue Card - Extra Baggage (PDF)
- EMD-A Sabre Clue Card - Economy X (PDF)
- EMD-A Sabre Clue Card - UMNR (PDF)
- EMD-A Worldspan Clue Card - Extra Baggage (PDF)
- EMD-A Worldspan Clue Card - Economy X (PDF)
- EMD-A Worldspan Clue Card - UMNR (PDF)
- EMD-S Amadeus Clue Card Group Deposit-Final Payments (PDF)
- EMD-S Sabre Clue Card Group Deposit-Final Payments (PDF)
- EMD-S Travelport Clue Card Group Deposit-Final Payments (PDF)
- Refund Clue Card (PDF)
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Groups Clue Cards and Guides
- Sabre Clue Card - EMD-S Group Deposit/Final Payments (PDF)
- Amadeus Clue Card - EMD-S Group Deposit/Final Payments (PDF)
- Travelport Clue Card - EMD-S Group Deposit/Final Payments (PDF)
- How to Create a One Way and Return Quote
- How to Create a Series Quote
- How to Create a Multi City Quote
- How to Create a Multi Origin Quote
- Group Sales Optimiser FAQ's
Trade Releases
Keep up do date with our latest industry partner news.
| Date communicated | Trade release |
|---|---|
| 17 May | Virgin Australia EOFY Offers |
| 13 May | Vanuatu Schedule Update |
| 30 April | Trade Newsletter April |
| 23 April | Lite Fares |
| 19 April | Fare Changes |
| 4 April | Reminder: Virgin Australia Masterclass series |
| 26 March | Trade Newsletter March |
| 12 March | Fare Changes |
| 29 February | Trade Newsletter February |
| 19 February | Base Commission Policy POS Outside Australia |
| 29 January | Trade Newsletter January |
| 19 January | Fare Changes |
| 18 January | Virgin Australia Link Airways Codeshare Activation |
| Date communicated | Trade release |
|---|---|
| 14 December | Launch of Cairns to Haneda Route |
| 12 December | GDS Refunds |
| 1 December | Future Flight Credits - Agency Advice |
| 30 November | Trade Newsletter November |
| 10 November | Singapore Airlines Partnership expanded |
| 24 October | Bring on Wonderful |
| 17 January | Economy Fare Class Realignment |
| 7 January | Future Flight Credit and Credit Card Acceptance Information |
Future Flight credit fares
Booking with Future Flight credit fares
Future Flight credits expired on 31 December 2023 and are no longer available for booking or travel
| Fare price | Fare display | |
| Galileo | FQ-:FFC20 or FQ-:{account code}/CVA | FDSYDBNE12JUN/VA-PRI-:FFC20 |
| Sabre | WPAC*FFC20¥XC | FQBNESYD15JUN¥AC*FFC20 |
| Amadeus | FXP/R,U*FFC20,VC-VA | FQSYDBNE/12JUN/AVA/R,U*FFC20 |
| Worldspan | 4P*FSR#/@@FFC20 | 4FSYDMELSR-VA/L1JUN/@@FFC20 |
Pseudo Flight long-sell entries
Galileo: 0VA5996Y15JULHDQBVINN1
Sabre: 0VA5996Y15JULHDQBVINN1
Amadeus: SSVA5996Y15JULHDQBVINN1
Booking Future Flight Credit fares for Virgin Australia Business Flyer
Economy class - U class
Business class - D class
Fares must be priced against account code FFC99
Please note: If U is booked and FFC99 is not used as the account code, no fare will be returned.
| Fare price | Fare display | |
| Galileo | FQ-:FFC99 or FQ-:{account code}/CVA | FDSYDBNE12JUN/VA-PRI-:FFC99 |
| Sabre | WPAC*FFC99¥XC | FQBNESYD15JUN¥AC*FFC99 |
| Amadeus | FXP/R,U*FFC99,VC-VA | FQSYDBNE/12JUN/AVA/R,U*FFC99 |
| Worldspan | 4P*FSR#/@@FFC99 | 4FSYDMELSR-VA/L1JUN/@@FFC99 |
Resources
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Policies and Guides
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GDS Clue Cards
Virgin Australia Business Flyer
Program information for travel agents
Has your client changed how they book travel?
By completing the maintenance form, we can update your customer’s account details with the correct travel manager information, ensuring that we have the correct account details to maintain your customer’s access to the benefits of the Virgin Australia Business Flyer program.
You can sign up your customer through our online application form here or direct your client to complete a Maintenance form. You will also need to email us at businessflyer@virginaustralia.com to transfer any unused credits to the correct TMC.
Other useful links
More information – virginaustralia.com/businessflyer
Application form – virginaustralia.com/businessflyer-application
Business booking portal – businesslogin.virginaustralia.com
Rewards portal – business.velocityfrequentflyer.com
Can't find what you're looking for? Send us an email.
For account and rewards inquiries please email us at businessflyer@virginaustralia.com
For booking support, please email va.agentshelpdesk@virginaustralia.com
Flyers & Collateral
Resources
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Miscellaneous collateral
- Virgin Australia and Singapore Airlines
- Virgin Australia and Qatar Airways
- Virgin Australia and United Airlines
- Virgin Australia and Air Canada
- Velocity Flyer
- Music industry baggage allowance
- Film industry baggage allowance
- Economy X Flyer
- Virgin Australia Masterclass series
- Virgin Australia Lite Fares FAQs
- Virgin Australia Fare Inclusion Flyer
- Virgin Australia Introducing Lite Fares Flyer
- Virgin Australia EOFY Offers - Client Flyer
- Virgin Australia EOFY Offers - Agent Flyer
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Group booking flyers
Contact us
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.
To speak with an Industry Support Agent, the operating hours are as follows:
Monday to Friday: 5.00 am - 11.00pm (AEST)
Saturday & Sunday: 7.30am - 6.00pm (AEST)
Travel agent enquiries and support
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Refund request form - ARC | BSP Agents
Refund request Form – ARC | BSP Agents (where BSP has been withdrawn)If requesting a refund for tickets issued on/before 20 April: please refer to our Future Flight credit policy.
For BSP markets where BSP has been withdrawn and US agents where ARC ticketing rights have not been reinstated, 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.
For those markets where BSP has not been withdrawn, please process refund via GDS and BSP/ARC system.
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Phone
We are available to assist Travel Agents by phone - 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 13 67 37 New Zealand 0800 777 737 China +61 7 3119 7048 Hong Kong +61 7 3119 7078 Japan +61 7 3119 7089 (Australia) | +81-3-6908-8193 (Japan) Rest of the world Click here -
Email
Location Email Address Australia va.agentshelpdesk@virginaustralia.com New Zealand va.agentshelpdesk@virginaustralia.com North and South America va.agentshelpdesk@virginaustralia.com Hong Kong vigs@virginaustralia.com Japan sales.jp@virginaustralia.com International va.agentshelpdesk@virginaustralia.com -
International groups
Location Email Outside Australia insidesales.groups@virginaustralia.com -
Apply for Virgin Australia plating authority
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Handy resources