how to claim missing velocity points

Find out how to claim missing Velocity Points from our airline and non-airline partners. 

  • The process to claim missing Points for flights depends on the airline partner you travelled with

    • Virgin Australia

      Earn Points with Virgin Australia and Partners, also earn status credit when travelling with eligible fare types. Offering include trans tasman flights, short haul and long haul flights and international long haul flights
    • Air New Zealand

      Earn Velocity Points with Air New Zealand when you travel in an eligible fare class with an NZ flight number and operated by Air New Zealand, Air New Zealand Link or Virgin Australia. You can also earn Status Credits and redeem reward Seat. Learn more now.
    • Capital Airlines

      Earn Points with Capital Airlines when you travel in an eligible fare class with a JD flight number and operated by Capital Airlines. You can also earn Status Credits and redeem reward Seat. Learn more now.
    • Etihad Airways

      Earn Velocity Points and Status Credits with Etihad Airways when you travel in an eligible class on flights with an EY flight number operated by Etihad Airways or Virgin Australia. Learn how to earn Velocity Points and Status Credits with Etihad Airways as well as how redeeming Reward Seat.
    • Hainan Airlines

      Earn Points with Hainan Airlines when you travel in an eligible fare class with a HU flight number and operated by Hainan Airlines. You can also redeem Reward Seat with Hainan Airlines online. Learn how to earn and redeem Velocity Points with Hainan Airlines.
    • Hong Kong Airlines

      Earn Points with Hong Kong Airlines when you travel in an eligible fare class with a HX flight number and operated by Hong Kong Airlines or Virgin Australia. You can also earn Status Credits and redeem Reward Seat. Learn more now.
    • Silk Air

      Earn Points with SilkAir when you travel in an eligible fare class on flights with a MI flight number operated by SilkAir or Singapore Airlines. You can also earn Status Credits and redeem Reward Seat. Learn more now.
    • Tianjin Airlines

      Earn Points with Tianjin Airlines when you travel in an eligible fare class with a GS flight number and operated by Tianjin Airlines.
    • Singapore Airlines

      Earn Points with Singapore Airlines when you travel in an eligible fare class on flights with a SQ flight number that are operated by Singapore Airlines. You can also earn Status Credits and redeem Reward Seat. Learn more now.
    • South African Airways

      Earn Points with South African Airways when you travel in an eligible class on flights with an SA flight number and operated by South African Airways. You can also earn Status Credits and redeem Reward Seat. Learn more now.

     

    If your Velocity Frequent Flyer number was added to your eligible Virgin Australia, Air New Zealand, Capital Airlines, Etihad Airways, Hainan Airlines, Hong Kong Airlines, Singapore Airlines, Silk Air, Tianjin Airlines or South African Airways booking, please allow 14 days after your flight for your Points to be added to your Account.

    If your Points have not been credited after 14 days, or if you forgot to add your Velocity membership number prior to travelling, you can submit a missing Points claim by logging into your Velocity Account and following the steps to claim online.

    • Hawaiian Airlines

      Earn Points with Hawaiian Airlines when you travel in an eligible fare class with a HA flight number operated by Hawaiian Airlines or Ohana by Hawaiian. You can also earn Status Credits on all eligible fare types.
    • Virgin Atlantic

      Earn Points with Virgin Atlantic when you travel in an eligible fare class on flights with a VS flight number operated by Virgin Atlantic or Virgin Australia. You can also earn Status Credits and redeem reward Seat. Learn more now.
    • Virgin Australia

      Earn Points with Virgin Australia and Partners, also earn status credit when travelling with eligible fare types. Offering include trans tasman flights, short haul and long haul flights and international long haul flights

    HAWAIIAN AIRLINES, VIRGIN ATLANTIC, PLUS FLIGHTS WITH A VIRGIN AUSTRALIA FLIGHT NUMBER OPERATED BY AIR CANADA

    Please contact the Membership Contact Centre to claim missing Points for eligible travel with Virgin Atlantic and Hawaiian Airlines plus flights with a Virgin Australia flight number operated by Air Canada.

    • Delta Air Lines

      Earn Points with Delta Air Lines when you travel in an eligible fare class on flights with a DL flight number operated by Delta Air Lines, Delta Connection-branded carriers or Virgin Australia. You can also earn Status Credits and redeem Reward Seat. Learn more now.
    • Alitalia

      Earn Velocity Points with Alitalia when you travel in an eligible class on flights with an AZ flight number and operated by Alitalia or Virgin Australia. You can also earn Status Credits and redeem reward Seat. Learn more now.

    To claim missing Points for eligible bookings Delta Air Lines and Alitalia, please email your Velocity membership number and a copy of your electronic ticket and boarding pass to retro@velocityfrequentflyer.com.

    FLYPELICAN

    The partnership with FlyPelican commenced on 7th March 2017. FlyPelican process all missing points claims based upon earn eligibility e.g. eligible flights taken on and from 7th March 2017. To claim missing Points for FlyPelican bookings please visit the FlyPelican website to complete a retrospective claim form. Claims must be made within 30 days of travel. 

    When claiming missing Points for flights taken with airline partners, please note:

    • Claims can be made for travel completed up to 30 days prior to joining Velocity Frequent Flyer. 
    • FlyPelican claims must be made within 30 days of travel.
    • Other airline partner claims must be made within 6 months of travel provided you were a member at the time of travel.
    • Virgin Australia claims take up to 7 days to process. 
    • FlyPelican claims take up to 14 days to process.
    • Partner airline claims take between 4 to 6 weeks to process. 
    • If successful, eligible Points and/or Status Credits will be automatically credited to your Account.
    • If you are a member of another airline loyalty program, you may only earn Points with one loyalty program for flights flown with Virgin Australia or our airline partners.

    HAVE YOU FLOWN IN THE LAST 30 DAYS, BUT WERE NOT A MEMBER AT THE TIME?

    You can claim Points for travel completed on Virgin Australia and our airline partners up to 30 days prior to joining Velocity Frequent Flyer. Simply email your Velocity membership number and a copy of your electronic ticket and boarding pass to retro@velocityfrequentflyer.com, or, if your booking was with FlyPelican, complete the FlyPelican Velocity retrospective claim form. Successful claims will be credited to your Account between 2 and 6 weeks of submission.

    HAVE YOU FORGOTTEN TO ADD YOUR VELOCITY MEMBERSHIP NUMBER TO YOUR BOOKING PRIOR TO TRAVEL?

    For Virgin Australia bookings, you can add your Velocity membership number to your booking online. If you are travelling on one of our airline partners, please call the airline directly and they will add your Velocity membership number to your booking. You will then automatically earn Points for your eligible travel.

  • If you are missing Velocity Points from one of our non-airline partners, please contact the respective partner directly within 3 months of the eligible transaction. Your claim will be assessed and processed by the respective partner. If you have any questions relating to the claim you must follow up directly with the partner.

    You must have been a Velocity member at the time of activity, however you can claim missing Points for an activity completed within the 30 days prior to joining Velocity Frequent Flyer.

    Contact details for each partner are listed below. Please note that not all partners accept retrospective Points claims.

    Successful claims for non-air partners will be credited to your account between 7 days and 6 weeks of submission, depending on the processing time of the partner. 

    • CAR HIRE PARTNERS

      Europcar - Claim missing Velocity Points

      EUROPCAR

      To claim missing Points from Europcar, please go to the Europcar website and follow the instructions to submit a claim.

      Europcar - Claim missing Velocity Points

      HERTZ

      To claim missing Points from Hertz, please go to the Hertz Frequent Traveler Credit website and follow the instructions.

      To follow up on a missing claim please email Hertz at frequent_travelers@hertz.com.

      Europcar - Claim missing Velocity Points

      THRIFTY

      To claim missing Points from Thrifty, please visit the Thrifty website and follow the instructions to submit a claim.

      parking & servicing

      Europcar - Claim missing Velocity Points

      MIDAS

      To claim missing points from Midas, please visit the Midas website and complete the missing points claim form. Please allow up to 14 days for Points to be credited to your Velocity account from activity date before raising a Missing Points Claim.

      Please allow up to 30 days for your claim to be processed.

      Europcar - Claim missing Velocity Points

      WILSON PARKING

      To claim missing points from Wilson Parking, please visit the Wilson Parking website and complete the form. For any general enquiries, please contact the Wilson Parking Customer Care team at info@wilsonparking.com.au

      Please allow up to 35 days to process points claims

      Hotel Partners

      Europcar - Claim missing Velocity Points

      Le Club AccorHotels

      Please log in to your Le Club AccorHotels account and follow the instructions, or call Le Club
      AccorHotels Customer Care at 02 8023 8787.

      Europcar - Claim missing Velocity Points

      CHOICE HOTELS

      Please email the Choice Priveleges Member Services team at cp@choicehotels.com.au with the following:

      • Full name of member
      • Velocity membership number
      • Hotel name and location (including state)
      • Date of arrival
      • Date of departure
      • Number of nights
      • Copy of tax invoice (total amount spent)
      Europcar - Claim missing Velocity Points

      CROWN HOTELS

      Please email hotelar@crownmelbourne.com.au with the following:

      • Velocity membership number
      • Member first name
      • Member surname
      • Reservation number
      • Date of arrival
      • Date of departure
      • Number of nights
      • Cost
      • Hotel name and address
      Europcar - Claim missing Velocity Points

      Hamilton Island

      To claim missing Points from Hamilton Island, please go to the Hamilton Island website and follow the instructions to submit a claim.

      Europcar - Claim missing Velocity Points

      Hilton HHonors

      To be eligible to earn Velocity Points for stays within the Hilton Portfolio of hotels and resorts, you are required to be a Hilton Hhonors member and Velocity member at the time of your stay and have Virgin Australia selected as your Preferred Travel Partner. Please allow up to 4 weeks for your Points to be allocated to your Velocity account before submitting a missing Points claim.

      If Points are not credited to your Velocity account after 6-8 weeks after completing your stay please log-in to your HHonors account and file a Missing miles/stay claim.

      Alternatively email hhonors@hilton.com with the following details:

      • Velocity membership number
      • Hilton Honors Member number
      • Member first name
      • Member Surname
      • Reservation number
      • Date of arrival
      • Date of departure
      • Number of nights
      • Cost
      • Hotel name and address
      • Currency

       

      INTERCONTINENTAL HOTELS GROUP (INTERCONTINENTAL HOTELS AND RESORTS, CROWNE PLAZA HOTELS AND RESORTS, HOLIDAY INN HOTELS AND RESORTS, HOTEL INDIGO, EXPRESS BY HOLIDAY INN, STAYBRIDGE SUITES AND CANDLEWOOD SUITES)

      To be eligible for Velocity Points, you are required to be a Priority Club Rewards and Velocity member at the time of your stay and have Virgin Australia selected as your Points Earning Preference with these accommodation partners. Please allow up to 4 weeks for your Points to be allocated to your Velocity account before submitting a missing Points claim.

      If Points are not credited to your Velocity account after 4weeks, please submit a missing points/miles form.

      Alternatively, members from Australia can call the IHG Rewards Club Service Centre on 02 9935 8362 (toll charges apply).

      Europcar - Claim missing Velocity Points

      LANGHAM HOSPITALITY GROUP

      Please email the Langham Frequent Flyer Program Help Desk at lhi.ffp@langhamhotels.com with the following:

      • Velocity membership number
      • Member first name
      • Member Surname
      • Hotel confirmation number
      • Date of arrival
      • Date of departure
      • Hotel name
      • Room number
      • Invoice total
      Europcar - Claim missing Velocity Points

      PAN PACIFIC & PARK ROYAL HOTEL GROUP

      This partner does not accept retrospective Points claims.

      Europcar - Claim missing Velocity Points

      SHANGRI-LA

      If Points are not credited to your Velocity account within 6 weeks or your stay, please email ffp_cro@shangri-la.com with the following:

      • Velocity membership number
      • Member first name
      • Member surname
      • Transaction number
      • Date of arrival
      • Date of departure
      • Transaction amount
      • Hotel name and address
      Europcar - Claim missing Velocity Points

      Silverneedle

      If Points are not credited to your Velocity account within 6 weeks or your stay, please email velocity@snhgroup.com with the following:

      • Velocity membership number
      • Member first name
      • Member surname
      • Transaction number
      • Date of arrival
      • Date of departure
      • Transaction amount
      • Hotel name and address
      Europcar - Claim missing Velocity Points

      Starwood

      To claim missing Points from Starwood, please contact their online Support team.

      Europcar - Claim missing Velocity Points

      STAYWELL HOSPITALITY

      This partner does not accept retrospective Points claims.

       

      TOGA FAR EAST (TFE) HOTELS (ADINA APARTMENT HOTELS, MEDINA SERVICED APARTMENTS, RENDEZVOUS, VIBE, TRAVELODGE, HOTEL KURRAJONG)

      Please email support@pointsonline.com.au with the following:

      • Velocity membership number
      • Member first name
      • Member surname
      • Reservation number
      • Date of arrival
      • Date of departure
      • Number of nights
      • Transaction amount
      • Hotel name and address
      Europcar - Claim missing Velocity Points

      VIRGIN LIMITED EDITION

      Please email enquiries@virginlimitededition.com with the following:

      • Velocity membership number
      • Member first name
      • Member surname
      • Property of stay
      • Date of departure
      • Booking ID
      • Member email
      • Transaction amount

      Note: Points Earn for Virgin Limited Edition is strictly available only on bookings for Kasbah Tamadot, Nevker Island, The Lodge, Ulusaba and The Roof Gardens.

      Europcar - Claim missing Velocity Points

      VOYAGES INDIGENOUS TOURISM AUSTRALIA

      Please email travel@voyages.com.au with the following:

      • Velocity membership number
      • Member first name
      • Member surname
      • Date of arrival
      • Property name
      • Booking ID
    • Europcar - Claim missing Velocity Points

      COVER-MORE

      To claim missing Points from Cover-More, email velocityretro@covermore.com with the following:

      • Velocity membership number
      • Member first name
      • Member surname
      • Date of transaction
      • Value of transaction
      • Policy number

      Someone will be in contact within 10 working days.

      Please allow up to 14 days for Points to be credited to your Velocity account from Policy commencement date before raising a Missing Points Claim.

      Europcar - Claim missing Velocity Points

      PETINSURANCE.COM.AU

      To claim missing Points from velocityretroclaim@petinsurance.com.au with the following:

      • Velocity membership number
      • Member first name
      • Member surname
      • Date of transaction
      • Value of transaction
      • Policy number
      • Purchase description
      Europcar - Claim missing Velocity Points

      VIRGIN INSURANCE (CAR AND HOME)

      Please call the Virgin Money customer care team on 13 81 51.

      Please allow up to 60 days for Points to be credited to your Velocity account from Policy commencement date before raising a Missing Points Claim.

      Europcar - Claim missing Velocity Points

      Virgin Money Home Loans

      Please call Virgin Money customer care team on 13 81 51.

      Please allow up to 28 days for Points to be credited to your Velocity account from activity date before raising a Missing Points Claim.

      Europcar - Claim missing Velocity Points

      VIRGIN MONEY SUPER

      Please call Virgin Money Customer Care team on 13 81 51.

      Please allow up to 10 days for Points to be credited to your Velocity account from the Points Issue Date before raising a Missing Points Claim. Find out the relevant Points Periods and Points Issue Dates.

      Europcar - Claim missing Velocity Points

      VIRGIN INSURANCE (LIFE AND INCOME PROTECTION)

      Please call Virgin Money Customer Care team on 13 81 51.

      Please allow up to 30 days after the 6 month qualifying period from Policy commencement date for Points to be credited to your Velocity account before raising a Missing Points Claim. Find out more.

    • Europcar - Claim missing Velocity Points

      BRUNEL

      This partner does not accept retrospective Points claims.

      Europcar - Claim missing Velocity Points

      CRUISE PILOT

      This partner does not accept retrospective Points claims.

      Europcar - Claim missing Velocity Points

      JETPETS

      Please email velocity@jetpets.com.au with the following:

      • Velocity membership number
      • Member first name
      • Member surname
      • Jetpets booking number
      • Date of carriage
      • Departing Port
      • Arrival Port
      Europcar - Claim missing Velocity Points

      Skybus

      This partner does not accept retrospective Points claims.

      Europcar - Claim missing Velocity Points

      Virgin Australia Holidays

      Upon completion of travel please allow up to 6 weeks for Points to be credited to your Velocity account before raising a Missing Points Claim.

      If Points are not credited to your account after 6 weeks, please email the details below to retro@virginaustraliaholidays.com with the following:

      • Membership number
      • Member first name
      • Member surname
      • Travel start date (DD/MM/YYYY)
      • Virgin Australia Holidays 7 digit booking reference number
      • Destination
      • Points amount
      • Dollar amount

      Please note that providing insufficient details may result in your claim being declined.

      If eligible for earn, please allow up to 30 days for missing Points to be credited to your Velocity account.

    • Europcar - Claim missing Velocity Points

      SENDLE

      To claim missing Points from Sendle, please visit the Sendle Retro Claims website and follow the instructions to complete a claim.

      Please allow up to 28 days for your Points to be allocated to your Velocity account before submitting a missing Points claim.

      Europcar - Claim missing Velocity Points

      Virgin Active

      To claim missing Points from Virgin Active, please contact Virgin Active via the Velocity tab in "mylocker” or email Virgin Active at admins@virginactive.com.au. In order to investigate your missing Points, your message will need to include:

      • First Name
      • Last Name
      • Velocity Member Number
      • Phone Number
      • Email Address
      •  
      Europcar - Claim missing Velocity Points

      Pacific Smiles

      To claim missing Points from Pacific Smiles Dental, please visit the Pacific Smiles website and follow the instructions to submit a claim.

      Europcar - Claim missing Velocity Points

      VIRGIN MOBILE

      Please call the Virgin Mobile customer care team on 1300 555 100.

    • Europcar - Claim missing Velocity Points

      OPENTABLE

      Please email auconsumersupport@opentable.com with the following:

      • Velocity membership number
      • Member first name
      • Member surname
      • Date dined
      • Booking email
      • Restaurant name
      • Number of guests
      • Receipt number
      • Value of transaction

      Please allow up to 6 weeks from your dining date for Points to be credited to your Velocity account before raising a Missing Points Claim.

      Europcar - Claim missing Velocity Points

      LAITHWAITES WINE

      People Please email customerservice@winepeople.com.au with the following:

      • Velocity membership number
      • Member first name
      • Member surname
      • Laithwaites Wine customer number
      • Date of purchase
      • Order number

      Alternatively, you can contact Laithwaites Wine People on 1300 362 629.

      Europcar - Claim missing Velocity Points

      VIRGIN WINES

      Please email customerservice@virginwines.com.au with the following:

      • Velocity membership number
      • Member first name
      • Member surname
      • Virgin Wine customer number
      • Date of purchase
      • Order number

      Alternatively, you can contact Virgin Wines on 1300 712 870.