What do you need help with?
- How can I update my name in my Velocity Account?
- If I forgot to add my Velocity membership number to my booking, can I add it to my booking online?
- Can I transfer my Velocity Points to another Velocity member?
- If my Domestic journey includes multiple flights, how will my Status Credits be calculated?
- How do I earn Status Credits?
- How do I qualify for Silver, Gold or Platinum membership?
- How long are my Velocity Points valid?
- What happens after my Points have expired?
- How long will it take for Velocity Points to appear in my Account?
- What can I get with my Velocity Points?
- How do I find out the number of Velocity Points I need to redeem for a reward?
- Can I Upgrade my partner airline flight using Velocity Points?
- Can I transfer or combine my Velocity Points with another Velocity member?
- Can I transfer Points between Velocity and other programs?
- Can I nominate someone to help manage my Velocity transactions?
- If I forgot to add my Velocity membership number to my booking, can I add it to my booking online?
- Am I able to make changes to my redemption booking?
- What is the checked baggage allowance?
- Can the Member Terms and Conditions change?
- Why do I have to pay for baggage on some flights?
Is chatting over the phone more your thing?
Contact us - we love a chat!
Membership Enquiries
0800 - 2000 AEDT Monday to Friday
Flight Redemptions
0730 - 2230 AEDT 7 days a week
Member feedback form
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. All responses will be handled as per our Customer Feedback Process.
Travel Coordinator
Nominate a family member, colleague, or an individual you trust to be your Travel Coordinator to manage your Velocity account on your behalf*. Perfect for busy travellers who need help with the little things, like booking a Reward Seat or putting in a claim for missing Points.
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