Velocity Update

Frequently Asked Question

• Q: When will I be able to become a Velocity Member?
  A: During our System Maintenance you will be unable to join our Velocity Program. To join our Velocity Program please visit our Velocity website on Monday 21 November.

• Q: Will I be able to redeem my Points online or use complimentary upgrades over the weekend?
  A: Velocity Members will be unable to redeem with partners using Velocity Points, or book redemption seats with Virgin Australia and partner airlines.  If you have an urgent flight reservation that requires assistance, please contact us 131 875 and will be able to assist.

• Q: Will I be able to redeem my complimentary flight with Amex over the weekend?
  A: We encourage you to book your complimentary flight before 11pm (AEDT) on Thursday 17 November as the online Amex Complimentary Flight portal will not be available over the weekend. However, the Guest Contact Centre on will be available on 1300 153 006 to make your booking.

• Q: I purchased fuel at 7-Eleven over the weekend using my Velocity connected 7-Eleven card. When will I see Points for my fuel purchase?
  A: There will be a slight delay in Velocity members receiving Points from their Velocity partner transaction.

• Q: I have an auto transfer set-up with a Velocity Partner. What will happen to the Points I earn over the weekend?
  A: There will be up to a five-day delay in your Points being available in your Velocity account

• Q: Can I redeem my Points for flights in person at the airport over the weekend if I can't do it online via the website or app?
  A: No. Unfortunately, the ability to use Points to redeem flights will not be available over the weekend, either online or in person at the airport. Velocity recommends redeeming points either before 11pm (AEDT) on Thursday 17 November or waiting until Monday 21 November

• Q: I have a flight that weekend. Will I still earn Velocity Points?
  A: Yes. You will still earn Points if your Velocity Frequent Flyer number is in the booking. They will appear in your Velocity account within five days. Velocity recommends adding your Velocity Frequent Flyer number to your booking before checking in for your flight.

• Q: Can I link a partner loyalty account, such as 7-Eleven or Flybuys, to my Velocity account over the weekend?
  A: No. Velocity members won’t be able to set up new links or auto-transfers between Velocity and a partner loyalty program during this time. Velocity recommends connecting the programs either before 11pm (AEDT) on Thursday 17 November or waiting until Monday 21 November.

• Q: If I can't link my Velocity account to a Partner program during the outage.
  A: Velocity members will be able to link to a Partner program after the outage.

• Q: Can I transfer my points from Velocity to Singapore Airlines over the weekend?
  A: No. All links between Singapore Airlines Krisflyer and Velocity will be offline over the weekend. Velocity recommends you make any points transfers to and from Velocity and Singapore Airlines KrisFlyer before 11pm Thursday 17 November or after Monday 21 November.

• Q: Can I download my digital membership card over the weekend?
  A: No. Velocity recommends you download the digital membership card prior to 11pm on Thursday 17 November.

• Q: I am a Platinum member and wish to book a flight using my credit card. Can I still do this?
  A: Yes. Whilst the Velocity App and Website is offline, the Virgin Australia website is still operating and will continue to take bookings. Velocity strongly recommends adding your frequent flyer number into the booking before paying for the flight. Adding your Velocity Frequent Flyer number ensures that you can book Economy X and your Velocity Frequent Flyer number appears on your boarding pass.

• Q: I am direct-earn credit card holder; will my lounge passes be available to use?
  A: Yes. All eligible members will be able to enter the lounge. Velocity recommends adding your Velocity Frequent Flyer number to your booking before checking in for your flight. Adding your Velocity Frequent Flyer number will ensure that your Velocity Frequent Flyer number and status appear on the boarding pass.

• Q: Can I still check in through my Virgin Australia App?
  A: Yes, you can check in using the Virgin Australia App using your booking reference and surname. You'll also be able to download your digital boarding pass from the Virgin Australia App.