We're here to help

Self service with our How to Guides, request a Velocity membership card, provide feedback, follow us on social media or contact us directly.

Important Information: As a result of COVID-19, our Membership Contact Centre is operating reduced hours with less staff than normal. We thank you for your patience as we work through these enquiries. 

To speak with a Membership Contact Centre Agent about unlocking your Velocity account, or to change or cancel an existing Velocity Reward booking, please see our operating hours below.


Membership Contact Centre

13 18 75
New Zealand
0800 230 875
Other international locations
+61 2 8667 5924
Current Membership Contact Centre opening hours:

09:00 - 17:00 (AEST), Monday to Friday


Member feedback form

Velocity Frequent Flyer

At Velocity we are committed to providing outstanding customer service and exceeding your expectations. If there is any way in which you feel we can improve our service, we’d love to hear from you. You can do this by completing the Comments and Feedback form below. All responses will be handled as per our Customer Feedback Process.

Submit feedback

Virgin Australia

If your complaint or compliment relates to a flown Virgin Australia flight, please use the Virgin Australia feedback form.

How to guides

These handy guides explain the most important functions of our website. Whether you're looking for information on how to pay for a booking using Velocity Points, claim missing Points, update your details, or transfer points from a partner rewards program to Velocity, we'll have a guide to help you better understand the process involved.  

Need to update your name in your Velocity Account?
Please email a copy of your marriage certificate, divorce document, deed poll certificate or reasonable supporting documentation to the (based on your current Velocity membership level) platinum@velocityfrequentflyer.com, gold@velocityfrequentflyer.com, silver@velocityfrequentflyer.com or red@velocityfrequentflyer.com

Velocity membership cards

Request a card

You will need a physical membership card when purchasing items using your Velocity Global Wallet. Need a digital Velocity membership card? You can find yours inside the Velocity App.  

To request a new or replacement card online to be sent to the address in your Velocity Account,  simply log in, confirm that your nominated postal address is correct and your card request will be automatically processed.

Request a Velocity membership card

Keep your feed up to speed

  • Follow Velocity Frequent Flyer on Facebook for the latest program updates, Points tips, travel inspiration and more.

    Follow us on Facebook
  • We love seeing how you earn and use Points. Tag your photos with #velocityfrequentflyer for your chance to be featured on our channels!

    Follow us on Instagram
  • Want to work with us? Follow us to stay up to date with the latest job opportunities within the Velocity Frequent Flyer team.

    Follow us on LinkedIn