claim missing velocity Points

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

CLAIM MISSING POINTS FOR FLIGHTS

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.

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. 

  • 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.