How to claim missing Velocity Points from our airline and non-airline partners. 

Missing Points from a recent partner transaction? You may be able to claim these points online, or by contacting the partner directly. Keep reading to find out how.  

 

Claiming missing Points - what you need to know

Claiming on past flights
Claiming on past flights

Please wait 14 days after a flight to make a claim. Points and Status credits can be claimed on flights taken within the last 6 months*.

How to claim
How to claim

Fill out the form below, including the flight number and departure date found on your e-Ticket or boarding pass.

New Velocity members
New Velocity members

You can claim on flights taken 30 days before you joined Velocity Frequent Flyer.

Members of multiple programs?
Members of multiple programs?

You can only earn on one loyalty program per flight.

Claiming Points for Flights on Virgin Australia and partner airlines

You can claim missing Points for flights online and via our membership contact centre. Who you're claiming against will determine which method to use. Select from the following list to find out how to claim with each partner.

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

    If your Velocity Frequent Flyer number was added to your eligible Virgin Australia, 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 after logging into your Velocity Account and following the steps provided.

Claiming missing Points for flights taken with airline partners

  • 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.

Claim missing Points for non-airline partners

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.