Velocity Member Help & Support

help & support

We're here to help. View our frequently asked questions, self service with our How to Guides, request a Velocity membership card, provide feedback, or contact us directly.

Due to new government restrictions in the Philippines requiring home isolation, our contact centre is currently unavailable. If you have a Velocity redemption booking within the next 48 hours that you wish to enquire about contact us at In the mean time, we have answered a number of FAQ's regarding the current situation and have them housed on our dedicated hub

FAQ hub

Request a Card

You will need a membership card when using Global Wallet.

To request a 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 card

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.  

Claiming missing Points
Booking flights
Transferring points to Velocity
Using your Velocity Account

Member comments and feedback

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, and all responses will be handled as per our Customer Feedback Process.

Frequently Asked Questions

Consult our FAQs for queries relating to your Velocity membership including account maintenance, earning and redeeming Velocity Points, status, member benefits, partners and more.

See our most popular topics below.

earning points

Using Points

Status & benefits

my account