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Self service with our How to Guides, request a Velocity membership card, provide feedback, follow us on social media or contact us directly.
Membership Contact Centre
Membership Enquiries
0800 - 2000 AEDT Monday to Friday
Flight Redemptions
0800 - 2000 AEDT Monday to Friday
0900 - 1800 AEDT Saturday and Sunday
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.
Virgin Australia
If your complaint or compliment relates to a flown Virgin Australia flight, please use the Virgin Australia feedback form.
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
Request a card
Red and Silver Velocity members no longer need a physical Velocity card to earn Points and access Velocity member benefits. To spare the environment (and your wallet) from another piece of plastic, we've gone digital. Introducing the My Velocity card.
You can interact with your My Velocity Card via the Velocity App, which is downloadable for both Android and Apple devices.
Alternatively, visit the Digital Card webpage, where you can add your My Velocity card straight to your wallet.
If you are a Gold or Platinum member you can request a new or replacement card online to be sent to the address in your Velocity Account, by simply logging in to your Velocity account, visiting the "Order Card page and confirming that your nominated postal address is correct. Your card request will be automatically processed and your card sent to the nominated address.
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