Help and support Popular frequently asked questions and more
I have just received or been made aware of a bonus Points, Status Credits or other incentive, but I booked and ticketed my flight before seeing the offer. Will I still earn the bonus or incentive?
Our special offers and promotions include a Promotion Period. Any flights booked and ticketed prior to the Promotion period or prior to activating the offer will be ineligible for earning a bonus or incentive. Our offers cannot be retroactively applied to flights previously booked or ticketed.
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.
Get more from being part of a family with Velocity and Virgin Australia. With things like Family Pooling, Points Transfer and Parental Pause, whether you're a solo traveler or a traveling family, we've got you covered!
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.