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Popular frequently asked questions and more

Why didn’t I get my bonus Points, Status Credits or other incentive?

There are several reasons you may not have received your bonus Points, Status Credits or other incentive. Ensure to read the Terms and Conditions of the offer closely. To be eligible you will normally need to

(1)    Activate the Promotion through the activation link contained in the email, on www.velocityfrequentflyer.com or within the member dashboard under ‘My Offers’ or in the Velocity App.

(2)    The offer must be activated during the Promotion Period advertised, before you ticket and book your flight.

(3)    After activation, book and ticket an Eligible Flight. An eligible flight is ordinarily a flight operated by Virgin Australia with a VA flight number. There may be other restrictions including fare classes and specific routes or destinations outlined in the promotion.

(4)    Enter a valid Velocity membership number at the time of booking.

(5)    Complete travel on an Eligible Flight by the date outlined.

(6)    You will only earn Bonus Points, Status Credits or other incentives for flights you have personally flown, and not for other passengers on your ticket. For other passengers travelling on the same ticket to be eligible for the offer, they need to be Velocity members, have received the offer and activated the offer within their membership profile following the above steps.

(7)    Our offers are not transferable.


What do you need help with?

Account Maintenance View more
Status and benefits View more
Earning Points View more
Redeeming Points View more
Membership View more
Bookings and Check-in View more
Upgrades View more
Other View more
Virgin Australia Flight Promotions, Special Offers and Competitions View more

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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.

Learn more about Family benefits

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!

How to use Points to book flights

As a Velocity member, you can redeem your Velocity Points across the Virgin Australia Domestic and International network as well as International Reward Seats on selected Airline Partners.

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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