Index

1.      What you need to know about your membership

1.1       These Terms are a contract between you and us

1.2     Important things to know about participating in Velocity

1.3     Changes to these Terms and Velocity

1.4     When we’ll give you notice of changes

1.5     How we deal with each other and how to contact us

1.6     We can’t guarantee that Velocity will continue forever

1.7     Your rights as a consumer under the Australian Consumer Law 

2.     Membership

2.1       Who can join

2.2     Our promises to each other

2.3     Your Velocity account and member benefits

2.4     Unauthorised use of your Velocity account

2.5     When we can suspend or end your membership

2.6     How you can end your membership

3.     Earning Points

3.1 The basics

3.2 You can only buy Points with Points Booster

3.3 What to do if you think you’re missing Points

4.     Redeeming Points for Rewards

4.1 The basics

4.2 Flight Rewards 

4.3 Velocity Rewards Store

5.     Transferring Points (it’s different from redeeming them for Rewards)

5.1 Family Pooling

5.2 Points transfers to Singapore Airlines

5.3 Points transfers to Family Members

6.     Earning Status Credits

6.1 The basics

6.2 What to do if you think you’re missing Status Credits

7.     Earning frequent flyer Status

7.1 The basics

7.2 How to upgrade or maintain your Status

8.     Benefits for members with Status

8.1 Guaranteed Economy Reward Seats for up to 4 family members – Platinum members

8.2 Guaranteed Economy Reward Seats for up to 4 family members – Gold members

8.3 Complimentary partner membership – Platinum and Gold members

8.4 Virgin Australia Lounge access – Platinum, Gold and Silver members

8.5 Airline partner Lounge access – Platinum and Gold members

8.6 Fly Ahead – Platinum and Gold Members

8.7 Membership pause for parental leave – Platinum, Gold and Silver members

8.8 Priority waitlist – Platinum, Gold and Silver members

8.9 UpgradeMe Points

9.     Additional benefits for Platinum members

9.1 Priority Economy Seat

9.2 Economy Freedom fare upgrade 

9.3 Companion Gold and Companion Platinum membership

10.   Other membership benefits

10.1 Pilot Gold

10.2 Velocity Global Wallet®

11.    Other important stuff

11.1 Fees and charges / Fee table

11.2 You’re responsible for any tax liabilities 

11.3 Subcontracting, assignment and severing invalid terms

1.  WHAT YOU NEED TO KNOW ABOUT YOUR MEMBERSHIP

1.1         These Terms are a contract between you and us

Velocity Rewards Pty Ltd (referred to as we, us, our) operates and provides the Velocity Frequent Flyer program (referred to as Velocity) in accordance with these Terms. If you join Velocity and become a Velocity member (a member), these Terms will become a contract between you and us. We both need to comply with them. These Terms are effective as at 31/01/2020 and the laws of Queensland apply to these Terms.

You should regularly check these Terms, including before using any member benefits, as they can change over time (see clause 1.3).

1.2            Important things to know about participating in Velocity

  • To earn or redeem Points, you may need to enter into separate terms and conditions with a partner or the business supplying the good or service. Those separate terms and conditions will apply directly between you and them – we’re not a party to them. You can read more about this in clause 3 (Earning Points).
  • Some Rewards have limited availability – you can read more about this in clause 4 (Redeeming Points for Rewards). For some airline partner Reward Seats, you’ll need to call the Membership Contact Centre to check availability as some Reward Seats can’t be searched or booked online. Find out more.
  • Sometimes we agree with our partners to offer some or all of our members bonus Points or special offers. These are usually only available for a limited time and usually require you to meet eligibility requirements. Offers are sometimes personalised or tailored for a group of members, which means that sometimes not all offers are made to all members. Offers may also be sent directly to you.
  • It’s your responsibility to check that you’ve received eligible Points and Status Credits and other member benefits. You’ll need to make enquiries about eligible Points and Status Credits earn transactions within the timeframes set out in these Terms. We may not be able to help you with your enquiry (i.e. you may miss out on earning Points and Status Credits) if it isn’t made within the timeframes in clause 3 (Earning Points) and clause 6 (Earning Status Credits).
  • Points expire 24 months after the last date you earned or redeemed Points, transferred Points to or from your Singapore Airlines Krisflyer account (clause 5), or bought Points using Points Booster (clause 3). You can read more about this in clause 3.1.
  • Status Credits earned from eligible airline partner transactions will expire 365 days from the flight departure date. Status Credits earned from eligible non-airline partner transactions will expire 365 days from the date they’re credited to your Velocity account after an eligible Status Credits earn transaction. You can read more about this in clause 6 (Earning Status Credits) and clause 7 (Earning Frequent Flyer Status).
  • If you don’t comply with these Terms, we may cancel your membership and take other action we think is appropriate. You can read more about this, including what we expect from you, in clause 2 (Membership).
  • In the course of operating Velocity and providing member benefits and features of Velocity, we collect and handle your personal information. This assists us in the membership join process, allocating of member benefits, promoting services and products offered by us, our related companies and partners, and providing a customised experience when you interact with the Velocity program. You can read more about how we collect and handle your personal information, including sharing with others, in our Privacy Statement  and Privacy Policy.
  • You consent to receiving marketing and promotional communications from us and partners by email, text message or other digital service (e.g. Velocity App), phone or post, subject to our Privacy Policy and obligations under applicable laws. You can read more about our marketing practices in our Privacy Policy, including how to manage marketing communications preferences. You can unsubscribe from our contact list at any time using the “unsubscribe” facility in our electronic messages, by managing your contact preferences through your Velocity account when logged in or by contacting our Membership Contact Centre.
  • Subject to your rights under the Australian Consumer Law  and to the extent allowed by law, we and our related companies, including Virgin Australia, Velocity Frequent Flyer Pty Ltd and their officers, employees, agents, exclude liability to you for any indirect or consequential loss (including economic loss, loss of profits and loss of opportunity), damage, claim or expense, you may suffer in connection with these Terms or Velocity generally.

1.3            Changes to these Terms and Velocity

We may need to change these Terms from time to time.  We’ll act reasonably in making any changes, and publish any changes to the Terms on the Velocity website. It’s important you understand that member benefits and features of Velocity will change over time. This includes but isn’t limited to changes to:

  • the ways you can earn and redeem Points – i.e. the Velocity program partners (referred to as partners) you can earn and redeem with;
  • Points earn rates for eligible Points earn transactions – i.e. the number of Points you earn on an eligible transaction;
  • Status Credit earn rates for eligible Status Credit earn transactions – i.e. the number of Status Credits you earn on an eligible transaction;
  • Points redemption rates – i.e. how many Points it will take to redeem a Reward; and
  • partners, and the earn and redemption rates set by partners.

We can’t guarantee that certain partners will continue to be part of Velocity, or that any member benefits or features of Velocity will continue to be available.

1.4            When we’ll give you notice of changes

If we make a change that is within our control, we’ll give you reasonable notice before that change starts applying. If we:

  • make a significant change, e.g. a popular partner leaves or we increase the cost to you of redeeming Points for Rewards, we’ll give you at least 30 days’ notice through the email address recorded in your Velocity account and on the Velocity website. These changes will apply to you from the date we advise they’ll start applying. 
  • make changes that aren’t significant, e.g. a change to a partnership that you haven’t earned or redeemed with recently, you may not receive any prior notice before those changes start applying.

Sometimes we can’t control a change or the timing of a change (e.g. where our partners require us to make a change that affects members). If this happens, we’ll try to give you notice of these changes on the Velocity website before they start applying.

1.5        How we deal with each other and how to contact us

You must act fairly and reasonably when you deal with us and our partners. We’ll act fairly and reasonably when we deal with you as a member. If you have any questions about these Terms, or would like to make a complaint, you can contact the Membership Contact Centre or submit a question or complaint online.

1.6            We can’t guarantee that Velocity will continue forever

If we choose to shut down the Velocity program including these Terms, we’ll do our best to give you at least 6 months’ notice of this by an announcement on the Velocity website and by notice to the email address (or postal address if no valid email address is held) recorded in your Velocity account.

We’ll act reasonably when considering what action is appropriate and reasonable in the event the Velocity program is shut down.

1.7            Your rights as a consumer under the Australian Consumer Law

Under the Australian Consumer Law, when you buy products and services they come with automatic guarantees known as consumer guarantees. We’ve included some examples below. Nothing in these Terms overrides or limits any rights you have under the Australian Consumer Law.

Any products you’re supplied must:

  • be of acceptable quality (i.e. safe, lasting, with no faults and they do all the things someone would normally expect them to do);
  • be reasonably fit for any purpose that the supplying business told you they’d be fit for and for any purpose you made known to the supplying business before they’re supplied;
  • match descriptions made by the supplying business;
  • not carry any hidden debts or extra charges; and
  • meet any extra promises made about performance, condition and quality.

Any services you’re supplied must:

  • be carried out with due care and skill;
  • be fit for the purpose or that you and the supplying business had agreed to; and
  • be supplied within a reasonable time.

It’s your right to ask for a repair, replacement or refund if the product or service you buy doesn’t meet a consumer guarantee. Your remedy will depend on whether the issue is major or minor. Consumer guarantees may not apply in certain situations (e.g. you got what you asked for but changed your mind, or misused a product or service in any way that caused the problem).

This is only a short summary of some of your rights under the Australian Consumer Law. It’s not comprehensive and isn’t legal advice.

You can learn more about your rights as a consumer by visiting the Australian Competition and Consumer Commission (ACCC) website. The ACCC website has plenty of resources including guides in relation to your rights when buying products and services (e.g. consumer guarantees), unfair contract terms and unfair business practices.

2.        MEMBERSHIP

2.1 Who can join

You’re eligible to become a member if you:

  • live in Australia, New Zealand, Papua New Guinea, Fiji, Cook Islands, Vanuatu, Tonga, Solomon Islands, Samoa, Christmas Island or Cocos (Keeling) Islands;
  • don’t already have a Velocity account;
  • complete the join process by providing all requested information. If you’ve got a passport, it’s best to make sure your name on your Velocity account matches your name as shown on your passport. 

Membership eligibility is at our discretion (e.g. if we’ve ended your membership previously, we may not let you become a member again). If we accept your application, you’ll become a member and receive a unique membership number (your Velocity number). If you provide an email address, we’ll usually send a confirmation email as soon as we accept your application. It could take up to 7 days to confirm your membership if you’ve joined through one of our partner join channels.

If you’re under 18 years, you’ll need consent from your parent or legal guardian to join Velocity before applying for membership, and your parent or legal guardian must agree on your behalf to be legally bound by these Terms. If you joined Velocity before you turned 18 and continue to be a member once you turn 18, you’ll be legally bound by these Terms.

2.2 Our promises to each other

You’ll need to:

  • comply with these Terms and not breach any of your obligations under them;
  • act fairly and reasonably when you deal with us and our partners;
  • not engage in misleading, dishonest or fraudulent behaviour in any way connected with your membership or member benefits (or anyone else’s membership or member benefits);
  • not engage in unreasonable or unruly behaviour in any way connected with your membership or member benefits (e.g. when travelling on partner flights, using partner lounges or dealing with any of our or our partners’ staff or agents);
  • give us truthful and accurate information when you join and throughout your membership and all information and documents we reasonably require (e.g. to verify eligibility for member benefits); and
  • keep your Velocity number, password, Velocity App PIN, and Velocity PIN (if you have one) secure and confidential and let us know as soon as you can if you know or are concerned about unauthorised use.

In consideration of us entering into these Terms with you, while you’re a member, we’ll act fairly and reasonably when we deal with you and comply with our obligations in these Terms.

2.3 Your Velocity account and members benefits

Your Velocity account contains details of your membership and activity. When you log in to your Velocity account, you’ll find your Points and Status Credits and Eligible Sector balances, Status level, member benefits that come with your Status, Velocity number, personal details, offers and lots more.

Please check your Velocity account regularly to confirm that member benefits, including Points and Status Credits, have been properly credited. There are specific timeframes within which you can ask whether you’ve earned Points or Status Credits on eligible earn transactions. You can login and access your Velocity account through the Velocity website or Velocity App, using your Velocity number and password.

You can also access your Velocity account by calling the Membership Contact Centre. We’ll ask you security questions about your Velocity account and you’ll need to answer them correctly before you can access your Velocity account. You need to keep your Velocity account details (e.g. Velocity number, password, personal details etc) secure and confidential and not provide them to anyone. We’re not responsible for any dealings with your Velocity account or membership if you give out any of these details.

You can update your details (other than name, sex and date of birth) through the Velocity website or by calling the Membership Contact Centre. You can ask to change your name or correct an error in your date of birth by emailing copies of supporting documentation to us. Please see the FAQs for more details.

In some circumstances, we may let you appoint an authorised representative who can access and make transactions in relation to your Velocity account. E.g. if you’ve become sick and aren’t able to make transactions yourself. Your authorised representative must deal with your membership and Velocity account in accordance with these Terms. Please see the FAQs for more details.

Executors or administrators of your estate can ask us to transfer your Points to another Velocity account or redeem Points associated with your Velocity account (or both). They’ll need to let us know as soon as possible as unused Points will continue to expire in accordance with clause 3 (Earning Points). Status Credits and Eligible Sectors can’t be transferred and will be forfeited once we are notified of your death.

Check out the Velocity website for further details on member benefits. You can’t sell, transfer or otherwise deal with your or someone else’s Points, Status Credits or other member benefits in a way not permitted by these Terms. Your member benefits aren’t transferable except in the limited circumstances set out in these Terms – i.e. under clause 5 and Points transfers made by executors and administrators (see above). Membership isn’t transferable. 

2.4 Unauthorised use of your Velocity account

If you notify us of unauthorised use of your Velocity account or we think your Velocity account may have been compromised, we may require you to create a new Velocity account or change your Velocity account details (or both). We may decide not to investigate unauthorised use or transactions until your new Velocity account has been created or your details are changed. If a new Velocity account is created, Points and Status Credits from your previous Velocity account will be transferred but you’ll be responsible for linking your new Velocity account to relevant partner accounts.

2.5 When we can suspend or end your membership

If we think you’ve breached these Terms, we may:

  • end or suspend your membership;
  • reverse or cancel Points or Status Credits;
  • cancel or refuse to honour any member benefits that you’ve redeemed or been provided with;
  • reverse any transfer of Points to or from any eligible airline loyalty programs; or
  • make any other decision or take any other action that we think is reasonably necessary in the circumstances.

If we intend to end your membership, we’ll give you at least 14 days’ prior notice requesting that you remedy any breach (if it can be remedied) and asking you to explain why we should not end your membership. We’ll take your explanation into account in making our decision.

Circumstances in which we may consider it reasonable to immediately suspend your membership without notice include if we:

  • identify or suspect potentially fraudulent or dishonest activity in connection with your Velocity account; or
  • suspect you’ve dealt with or attempted to deal with member benefits other than in accordance with these Terms (e.g. you’ve attempted to sell, transfer or otherwise deal with your or someone else’s Points, Status Credits or other member benefits in a way not permitted by these Terms).

2.6 How you can end your membership

You can end your membership at any time by giving notice to us by phone or email. If you end your membership, we’ll close your Velocity account and you’ll forfeit all your member benefits. You can’t reactivate a closed Velocity account and if you want to join again in future, you’ll need to create a new Velocity account. 

3.        EARNING POINTS

3.1 The basics

Points are a member benefit that you can earn when you buy products or services from our partners that are eligible to earn Points – we refer to this as making an ‘eligible Points earn transaction’. Points don’t have a cash value and can’t be converted to cash (and they aren’t property or currency).

As a member, you have lots of ways to earn Points. Once you’ve earned enough Points, you can redeem them for Rewards (as long as they’re available and you comply with these Terms).

You can earn Points for eligible Virgin Australia flights and eligible airline partner flights travelled from your join date, or up to 30 days before your join date if you submit a retrospective earn claim. You can only earn Points on eligible transactions with non-airline partners from your join date.

Your Points will expire 24 months after the last date you earned or redeemed Points, transferred Points to or from your Velocity account using your Singapore Airlines Krisflyer account (clause 5), or bought Points using Points Booster (clause 3.2). When calculating your Points expiry date, we disregard any Points you earn in a Family Pool as a beneficiary account member, Points transferred to or from your Family Members, and earning of Status Credits. This activity won’t stop your Points expiring.

Eligible Points earn transactions and the terms on which you can earn Points differ between partners and may vary depending on your Status level. You should check partners’ Points earn rates and applicable terms and conditions before making an eligible Points earn transaction with them.

For details of current partners and Points earn rates and applicable terms and conditions, check out the partner pages on the Velocity website. We’ve also included a summary below of some key things you should know.

Earn in the sky with Virgin Australia and our airline partners
 

Virgin Australia

You can earn Points for eligible travel with Virgin Australia.

The Points you earn for Virgin Australia domestic and international short haul flights is based on how much your fare costs, so the more you spend, the more Points you can earn. For Virgin Australia long haul international flights, you’ll earn Points based on your fare class and the number of miles flown. Points aren’t earned on certain fees or charges (e.g. baggage charges and credit card surcharges).  

Airline partners

You can earn Points for eligible travel with our many airline partners.

The Points you earn are usually based on the fare class and the number of miles you are travelling, so the higher your fare type, the more Points you generally earn.

Your Points earn rate may vary depending on the type of ticket you buy. This is usually due to the terms of our commercial arrangements with partners. Where offered, you’ll usually earn more Points if you fly on a Virgin Australia marketed ticket with a VA flight number, operated by an airline partner.

Other important things you should know

  • You’ll need to add your Velocity membership number to your booking to make it easier to earn Points.
  • You should make sure your name and Velocity number recorded in your itinerary exactly matches your Velocity account details, or you may miss out on earning Points.
  • Points earn is based on the fare you booked. This means you’ll earn Points based on the fare class originally purchased, even if you travel on an upgraded fare (unless you paid the full fare difference for the upgraded fare).
  • You won’t earn Points for any Flight Sector that isn’t flown or that is refunded.
  • You won’t earn Points for others flying with you, even if you’ve paid for their ticket (unless you have an eligible Family Pool).
  • You won’t earn Points on Reward Seat tickets (including reward tickets issued by our airline partners), complimentary tickets, tickets purchased as part of a packaged holiday (other than through Virgin Australia Holidays), or tickets which are subject to conditions that exclude Points earn. On some airline partner flights, you may not earn any Points at all due to the terms of our commercial arrangements with partners.   

Earn on the ground with Velocity’s other partners

You can earn Points when you make an eligible Points earn transaction with our partners in various categories including retail, lifestyle, travel and financial services.

Earn when you shop at the Velocity e-Store

You can browse hundreds of retailers and earn Points when you shop online and make an eligible purchase with the Velocity e-Store.

The Velocity e-Store is run with the help of Collinson Group Pty Ltd ACN 083 835 661 (Collinson). In addition to these Terms, your use of the Velocity e-Store is subject to any terms and conditions published by Collinson on the Velocity e-Store or linked from the Velocity e-Store (e.g. retailer terms and conditions).

Some other important things you need to know about earning Points:

  • Sometimes we agree with our partners to offer some or all of our members bonus Points or special offers. These are usually only available for a limited time and usually require you to meet eligibility requirements. Offers are sometimes personalised or tailored for a group of members, which means that sometimes not all offers are made to all members. Offers may also be sent directly to you.
  • You may not earn Points on eligible Points earn transactions if you don’t provide your Velocity number or show your Velocity card at the time you make an eligible earn transaction or when we or a partner ask for it.
  • We do our best to allocate Points earned from eligible Virgin Australia marketed and operated flights within 2-3 days of completed travel but timing may vary, based on the terms and conditions for specific offers or the partner the transaction is made with. Points earned with Partners may take longer to show in your Velocity account including up to 8-10 weeks.
  • We’ll only credit Points to the Velocity account of the member who makes the eligible Points earn transaction. We won’t allocate Points, and we can reverse any Points allocation, for any transaction which has been cancelled, refunded or where products or services are returned or aren’t supplied. We can also reverse any allocation of Points if they have been allocated in error.
  • If you’re also a member of a partner’s loyalty program, then you can earn only one of Points in Velocity or reward points/miles in the partner’s loyalty program for an eligible Points earn transaction. We aren’t responsible for the operation of partner programs and any benefits under these programs are subject to the terms and conditions of those programs.

3.2 You can only buy Points with Velocity Points Booster

If you don’t have enough Points to redeem a Reward, you can buy Points with Velocity Points Booster if you follow these rules:

  • you can buy a minimum of 1,000 Points at a time, as many times as you like (up to a maximum of 250,000 Points each year);
  • the Points will be allocated to the Velocity account of the member buying them;
  • prices are in Australian Dollars and are inclusive of GST. The applicable price will be the price published at the time you buy the Points; and
  • you’re responsible for any fees charged by financial institutions in connection with Points Booster transactions. Please note these transactions are processed overseas and your financial institution will generally charge a foreign exchange/overseas transaction fee.

Points you buy must be redeemed for a Reward. Buying Points doesn’t guarantee the availability of the Reward you’d like. Once you buy Points, the amount paid is non-refundable (unless you’re entitled to a refund under the Australian Consumer Law). A fee applies for Points Booster transactions made through the Membership Contact Centre.

3.3 What to do if you think you’re missing Points

If you have an enquiry about an eligible Points earn transaction (e.g. you think the Points you’ve earned are wrong or you haven’t received Points) or you want to make a retrospective earn claim (if available), you must:

  • Partner transactions (that aren’t airline partners): Contact the partner no later than 3 months from the date of the Points activity you’re asking about.
  • Virgin Australia and airline partner transactions (excluding FlyPelican): Access the missing Points claim tool on the Velocity website no later than 6 months from the date of the Points activity you’re asking about.
  • FlyPelican transactions: Contact FlyPelican no later than 30 days from the date of the Points activity you’re asking about.

We may not be able to help you with your enquiry (i.e. you may miss out on earning Points) if it isn’t made within the above timeframes.

4        REDEEMING POINTS FOR REWARDS

4.1 The basics

When you use your Points for Rewards, this is referred to as “redeeming Points”. We allow you to redeem Points with the help of our partners who supply Rewards. Points can only be redeemed as provided in these Terms or as we otherwise expressly allow.

Rewards are subject to availability and any terms and conditions imposed by the supplier of the Rewards. The partners we work with usually also have separate terms and conditions that may also govern your relationship with them as well as the supply of Rewards. A list of current Rewards is available. We can’t guarantee the availability of Rewards.

You’ll only be able to redeem Points for a Reward if you have the required number of Points in your Velocity account for that Reward. We’ll let you know how many Points you’ll need to redeem and any cash amount (if applicable) you’ll need to pay to obtain a Reward. We usually set this out on the Velocity website (e.g. see the Reward Seat points and carrier charges tables). In some cases, you’ll need to call the Membership Contact Centre to find out how many Points (and dollars) you’ll need to redeem a Reward.

We may, acting reasonably, need to make changes from time to time to the way in which you redeem Points for a Reward. We can at any time, in accordance with these Terms:

  • vary the terms that apply to redeeming Points for Rewards;
  • alter the number of Points required to obtain a Reward;
  • alter the cash amount required to obtain a Reward (e.g. carrier charges);
  • limit times when Rewards will be available;
  • make any changes to Rewards and their availability;
  • withdraw, cancel, substitute, or in any way change any of the Rewards previously advertised;
  • impose restrictions and conditions for obtaining a Reward; or
  • supply a substitute comparable Reward that is different from the Reward you requested, with your consent. If you don’t consent to the substitution, we’ll refund the Points redeemed for that Reward.  

If you have queries or complaints about the quality or otherwise of a Reward, please contact the supplier of that Reward in the first instance. You can also contact the Membership Contact Centre

4.2 Flight Rewards

You can use your Points to redeem a flight Reward offered by Virgin Australia and airline partners in accordance with these Terms. Please consider the Fare Rules and conditions of carriage for each type of flight Reward before making a booking.

A Flight Sector is a single direct flight between two consecutive locations (e.g. Sydney to Melbourne direct is one Flight Sector).

  Reward Seat Any Seat Tigerair Australia Seat 
What is it? It’s a seat with
limited availability, on Virgin Australia and selected airline partner flights
(a Reward Seat).
It’s a seat in any
fare class on a flight offered for sale by Virgin Australia in its own sales
channels, excluding Reward Seats (an Any Seat).
It’s a seat in any
fare class offered for sale on a flight operated and marketed by Tiger Airways
Australia Pty Ltd (a Tigerair Australia Seat).
Are there limits on
availability?

Yes – 
availability is limited and controlled by Virgin Australia, airline partners
and us.

We pride ourselves on having award winning availability because we know our members love redeeming for flight Rewards, however not all flight Rewards have the same availability. Availability may be quite limited or not available at all on certain routes, during peak travel periods (e.g. school and public holidays), on international flights and within the business class cabin, due to the popularity of these services. 

No – you can redeem Points to purchase any available Any Seat or Tigerair Australia Seat.

These flight Rewards are the easiest to book as they’re always available so long as there is a seat on the flight you
want. 

These flight Rewards require more of your Points overall as they offer greater flexibility - meaning you are more likely to be able to choose flights that suit your preferred travel times.

Where can I book it?

On the Velocity website, Virgin Australia website or by calling the Membership Contact Centre.

A fee applies if you book through the Membership Contact Centre. Quotes given by the Membership Contact Centre are not binding until your
booking is created.

For some airline partner Reward Seats, you’ll need to call the Membership Contact Centre to check availability as some Reward Seats can’t be searched or booked online. Find out more

On the Tigerair Australia website or by calling the Membership Contact Centre.

A fee applies if you to book through the Membership Contact Centre, and through the Tigerair Australia call centre (see the Tigerair Australia website). 

How many Points will I need?

You’ll need to use a minimum amount of Points to book a Reward Seat and these amounts vary according to destination, distance travelled, cabin, and airline partner.

See the Reward Seat Points tables for further details and minimum Points amounts.

You’ll need to use a minimum of 2,500 Points if you want to use your Points to book an Any Seat. You’ll need to use a minimum of 3,100 Points if you want to use your Points to book a Tigerair Australia Seat. 
How can I pay?

You can pay using a combination of Points and cash or only Points.

You can choose to pay for taxes, fees and carrier charges that apply to a Reward Seat by debit/credit card (e.g. a Points + Pay payment option). We’ll let you know these amounts at the time you book.

If you want to use Points to cover everything – i.e. Reward Seat Points fare, taxes, fees and charges, we’ll let you know the total number of Points required at the time you book.

You can pay using a combination of Points and
cash or only Points.

You can choose to pay for the balance cost of your fare above the minimum 2,500 Points required, by debit/credit card (e.g. a Points + Pay payment option). We’ll let you know the amount at the time you book.

If you want to use Points to cover everything – i.e. Any Seat base fare, taxes, fees and charges, we’ll let you know the total number of Points required at the time you book.

You can pay using a combination of Points and cash or only Points.

You can choose to pay for the balance cost of your fare above the minimum 3,100 Points required, by debit/credit card (e.g. a Points + Pay payment option). We’ll let you know these amounts at the time you book.

How is the cost
calculated?

Points amounts required are calculated according to the route, cabin class, airline partner, distance flown, number of Flight Sectors, and whether you have a transfer or stopover* between two Flight Sectors.

Taxes, fees and charges that apply to the fare are determined by the airline partner who sells the fare and will vary depending on the route. 

Carrier charges also apply for some airline partners. See the Reward Seat carrier charges table for further details.

*Difference between a transfer and stopover explained: You want to book a Reward Seat itinerary from Sydney to London stopping in Singapore. If your
transit time in Singapore is more than 6 hours, this will create a stopover/trip
break. It means the minimum Points you’ll need to pay will be higher than if
your transit time in Singapore was less than 6 hours (a transfer). For the
stopover itinerary, you’d need to pay the minimum Points for Sydney to
Singapore plus the minimum Points for Singapore to London (and not those
required for a Sydney to London journey with no ‘stopover’). A change from one airline partner to another on the same itinerary may also be considered a
stopover.

Points only or Points and cash amounts required are calculated based on the cash fare payable for the applicable fare class booked. The cash fare payable is determined by the airline partner who sells the fare.

Taxes, fees and charges that apply to the fare are determined by the airline partner who sells the fare and will vary depending on the route.

Points only or Points and cash amounts required are calculated based on the cash fare payable for the applicable fare class booked. The cash fare payable is determined by Tigerair Australia.
Can I earn Points and
Status Credits?
No – Reward Seats aren’t eligible for Points or Status Credits earn.  Yes you can – you’ll earn based on the underlying fare class you’ve booked. Check out the airline partner pages for details on Points and Status Credit earn rates. No – Tigerair Australia Seats aren’t eligible for Points or Status Credits earn.
When do I need to
book it by?

At least 4 hours prior to flight departure for Virgin Australia domestic and Virgin Australia international short haul flights. 

At least 24 hours prior to flight departure for Virgin Australia international long haul flights and airline partners.

At least 4 hours prior to the desired time of departure.
What fare rules and
other conditions apply?
The Reward Seat Fare Rules apply. The fare rules that apply depend on the fare class you’ve booked (e.g. Getaway, Elevate, Freedom etc) and are available on the Virgin Australia website. Tigerair Australia’s Fare Rules, available on the Tigerair Australia website

Airline conditions of carriage also apply and will depend on the airline partner that operates the flight you travel on. If your itinerary includes more than one flight operator (e.g. a Virgin Australia operated flight and an Etihad Airways operated flight), then each of their conditions of carriage will apply to the Flight Sector they carry you on.

Check the Virgin Australia website for applicable conditions of carriage and fare rules for Virgin Australia flights. Please refer to the relevant airline partner’s website for applicable conditions of carriage for airline partner flights.

Tigerair Australia’s conditions of carriage apply, available on the Tigerair Australia website. 
What’s the refund
policy?

Whether or not you’re entitled to a refund depends on the fare rules for the flight Reward that you’ve booked. You may also be entitled to a refund under the Australian Consumer Law. If we can refund your fare, the method of refund may vary depending on the type of flight Reward.  

Reward Seats: Any refundable Points amount will be credited back into the Velocity account the Points were taken from. Any refundable cash amount (i.e. for taxes, fees and charges) will be refunded to the debit/credit card the payment was originally taken from. 

Any Seats / Tigerair Australia Seats: Once you’ve redeemed Points, they’re considered spent. This means eligible refunds are processed by converting the total Points used, back to the dollar value of the fare at the time of purchase. In most cases, any refundable cash amount will be refunded as a credit to a Travel Bank account. Some Any Seat fares allow you to have any refundable cash amount refunded to the debit/credit card the payment was originally taken from, in accordance with the applicable fare rules (a fee may apply).

Can it be combined
with another flight Reward?
If you book a return journey on a domestic flight, you can combine a Reward Seat and an Any Seat in the same itinerary. Not available on an international itinerary. No.
Any other restrictions? Refer to the Fare Rules and conditions of carriage for the applicable flight Reward.

You can’t convert a flight Reward booking into any other type of flight Reward (e.g. can’t convert Any Seat to Reward Seat). Reward Seats and Tigerair Australia Seats aren’t eligible for upgrade. Any Seats may be eligible for an upgrade depending on the fare and route booked. 

Children aged 2 years or older, and infants who travel in their own seat, will be charged the same amount as an adult.

4.3 Velocity Rewards Store

With hundreds of products to choose from (think gift cards, the latest technology and electronics, fashion, cosmetics, travel accessories and more), the Velocity Rewards Store gives you plenty of choice to redeem your Points for the Rewards you want.

The Rewards Store is run with the help of Collinson Group Pty Ltd ACN 083 835 661 (Collinson). Collinson sources and manages retailers who offer products and services (products) for sale at the Rewards Store.

In addition to these Terms, your use of the Rewards Store is subject to any terms and conditions published by Collinson on the Rewards Store or linked from the Rewards Store (e.g. retailer terms and conditions).

5.    TRANSFERRING POINTS (it’s different from redeeming them for rewards)

5.1            Family Pooling

A Family Pool lets Family Members transfer their Points, or Points and Status Credits from up to 5 contributing accounts to one beneficiary account. Family Pooling is one of our most loved member benefits because it can help you reach your next Reward sooner and earn Status by pooling Status Credits. You can choose whether you transfer only Points, or both your Points and Status Credits.

Once a Family Pool is created, all Points (or Points and Status Credits if you elected to transfer both) that you earn while you’re a contributing account member will be automatically transferred on an ongoing basis to the beneficiary account member. You can’t choose how much of your Points and Status Credits your beneficiary gets; they’ll receive all of whichever of your Points or Status Credits you’ve have elected to transfer.  If you’re a contributing account member, you can start or stop contributing to a Family Pool at any time by logging in to your Velocity account and accessing the Family Pool section. Any existing Points and Status Credits in a contributing account at the time the Family Pool is created won’t be transferred to the beneficiary account.

A Family Member is someone you can demonstrate lives at the same residential address as you and is related to you in any of the following ways: husband, wife, domestic partner or de facto, mother or father (including in-law), son or daughter (including in-law), brother or sister (including in-law), grandparent or grandchild, uncle or aunt, niece or nephew, first cousin, or any foster, step or adopted relationship in any of these categories.

You can have up to 6 members in a Family Pool at a time. Only 2 members in a Family Pool can be 18 years or over. If a third Family Pool member turns 18, they’ll be automatically removed from the Family Pool. In each calendar year, you can contribute to up to 2 beneficiary accounts (only one at a time).

We can cancel a Family Pool (including automatically removing members from a Family Pool) at any time if the Family Pool doesn’t comply with these Terms.

5.2            Points transfers to Singapore Airlines

You can transfer Points from your Velocity account to, and you can receive a transfer of miles from your Singapore Airlines PPS Club / KrisFlyer membership account (Singapore Airlines account), subject to these rules:

  • you must first link your Velocity account and Singapore Airlines account and to do this your first name, surname and date of birth details in each account must match;
  • each Points transfer from your Velocity account must be a minimum of 5,000 Points;
  • you can’t reverse Points transfers once made (so ensure you’ve entered correct details first); and
  • a fee applies when transferring Points through the Membership Contact Centre.

We can vary the rate at which Points can be converted between your Velocity account and your Singapore Airlines account.

5.3            Points transfers to Family Members

You can transfer Points from your Velocity account to the Velocity account of any of your Family Members, subject to these rules:

  • you can make up to 4 Points transfers each year from your Velocity account to Family Members;
  • each Points transfer must be for a minimum of 5,000 Points and a maximum of 125,000 Points;
  • you can’t reverse Points transfers once made (so ensure you’ve entered correct details first); and
  • a fee applies if you transfer Points through the Membership Contact Centre.

6.        EARNING STATUS CREDITS

6.1 The basics

Status Credits are a member benefit that you can earn when you buy products or services from selected partners that are eligible to earn Status Credits (primarily Virgin Australia and selected airline partners) – we refer to this as making an ‘eligible Status Credits earn transaction’. Status Credits are only used to determine your Status level and your eligibility for certain member benefits. Status Credits don’t have a cash value and can’t be converted to cash (and they aren’t property or currency).

Status Credits earned from eligible airline partner transactions will expire 365 days from the flight departure date. Status Credits earned from eligible non-airline partner transactions will expire 365 days from the date they’re credited to your Velocity account after an eligible Status Credits earn transaction.

You can earn Status Credits for eligible Virgin Australia flights and eligible selected airline partner flights travelled from your join date or up to 30 days before your join date if you submit a retrospective claim. You can earn Status Credits on eligible transactions with selected non-airline partners from your join date. For details of current partners and Status Credits earn rates and restrictions, check out the partner pages on the Velocity website.

Eligible Status Credits earn transactions and the terms on which you can earn Status Credits differ between partners and may vary depending on your membership Status. Please check the Status Credits earn rates and applicable partner terms and conditions before making an eligible Status Credits earn transaction with a partner. Offers may also be sent directly to you. These offers may be personal to you and are sometimes not made available to all members.

Some other important things you need to know about earning Status Credits:

  • Status Credits earn is based on the fare you booked. This means you’ll earn Status Credits based on the fare class originally purchased, even if you travel on an upgraded fare, unless you received the upgrade by paying the full fare difference between the original fare class ticketed and the new higher cabin fare.
  • You won’t earn Status Credits on Reward Seat tickets (including reward tickets issued by our airline partners), complimentary tickets, tickets purchased as part of a packaged holiday (other than through Virgin Australia Holidays), or tickets which are subject to conditions that exclude Status Credits earn. On some airline partner flights, you may not earn any Status Credits at all due to the terms of our commercial arrangements with partners.
  • You may not earn Status Credits on eligible transactions if you don’t provide your Velocity number or show your Velocity card at the time you make an eligible earn transaction or when we or a partner ask for it. 
  • Please make sure your name and Velocity number recorded in your itinerary exactly matches your Velocity account details, or you may miss out on earning Status Credits.
  • We’ll only allocate Status Credits to the Velocity account of the member who makes the eligible Status Credits earn transaction. You won’t earn Status Credits for others flying with you, even if you have paid for their ticket (unless you have an eligible Family Pool).
  • You won’t earn Status Credits for any Flight Sector that isn’t flown or that is refunded. We won’t allocate Status Credits, and we can reverse any Status Credits allocation, for any transaction which has been cancelled, refunded or where products or services are returned or aren’t supplied. We can also reverse any allocation of Status Credits if they have been allocated in error.
  • We do our best to allocate Status Credits earned from eligible Virgin Australia marketed and operated flights within 2-3 days of completed travel but timing may vary. There may sometimes be a delay between eligible Status Credits earn transactions with partners and you receiving Status Credits in your Velocity account.
  • We won’t allocate Status Credits for eligible transactions if you’ve already earned credits in another other loyalty program. If you’re also a member of a partner’s loyalty program, then you can earn only one of Status Credits in Velocity or frequent flyer status credits in the partner’s loyalty program for an eligible Status Credits earn transaction. We aren’t responsible for the operation of partner programs and any benefits under these programs are subject to the terms and conditions of those programs.

6.2 What to do if you think you’re missing Status Credits

If you have an enquiry about an eligible Status Credits earn transaction (e.g. you think the Status Credits you’ve earned are wrong or you haven’t received Status Credits) or you want to make a retrospective claim (if available), you must submit a claim through the missing Points claim tool on the Velocity website no later than 6 months from the date of the Status Credits activity you’re asking about.

We may not be able to help you with your enquiry (i.e. you may miss out on earning Status Credits) if it isn’t made within the above timeframes.

7.  EARNING FREQUENT FLYER STATUS

7.1 The basics

Your Status level with Velocity determines the types of member benefits you’re entitled to access. Below are some important concepts to understand:

  • Status: your membership level with Velocity determined according to the Eligible Sectors you’ve flown and Status Credits you’ve earned in the previous 365 days. You’ll either be Red, Silver, Gold or Platinum membership level. You can only be one Status level at a time. Your Status Credits balance is calculated daily on a rolling basis according to Status Credits earned in the previous 365 days.
  • Eligible Sector: a flight with a “VA” flight number that you have flown and that is not a Reward Seat. Your Eligible Sector balance is calculated daily on a rolling basis according to Eligible Sectors flown in the previous 365 days.
  • Benefit Period: 12 months starting on the day your membership level is upgraded, maintained or downgraded (whichever happened most recently). Your Benefit Period restarts each time an upgrade, maintain or downgrade event happens.
  • Review Date: the last day of your Benefit Period.

When you join Velocity, you’ll be assigned Red Status. Each Status level has different member benefits, read more about Status.

Your Status level is assessed daily based on your Status Credits and Eligible Sector balances to determine if you’re eligible to upgrade your Status level.

If you meet the eligibility criteria for a Status level, you’ll be upgraded to that Status level for your Benefit Period. On each Review Date, if you still meet the eligibility criteria for a Status level, you’ll maintain that Status level for a further Benefit Period after the Review Date. If you don’t meet the eligibility criteria for a Status level on your Review Date, you’ll be downgraded to the Status level below your current Status level.

We may upgrade, downgrade or maintain your Status level in accordance with these Terms.

How to upgrade or maintain your Status

To upgrade or maintain your status, you need to have flown the number of Eligible Sectors and earned the number of Status Credits set out below during the previous 365 days – calculated daily on a rolling basis.

To upgrade your Status

Status level Status Credits needed to upgrade  Eligible Sectors needed to upgrade 
Red N/A N/A
Silver 250 2
Gold 500 4
Platinum 1,000 8

To maintain your Status

Status level Status Credits needed to upgrade  Eligible Sectors needed to upgrade 
Red N/A N/A
Silver 200 2
Gold 400 4
Platinum 800 8

8.        BENEFITS FOR STATUS MEMBERS

8.1 Guaranteed Economy Reward Seats for up to 4 family members – Platinum members

Platinum members can make one Reward Seat booking in each Benefit Period, for up to 4 guests on Economy class return flights either on a Virgin Australia domestic route, or departing Australia (or New Zealand if the Platinum member is a New Zealand resident) to an any international destination to which Virgin Australia or a Virgin Australia codeshare flight flies, subject to these rules:

  • Platinum member must be travelling on the booked flight and the Points must be redeemed from their Velocity account.
  • Platinum member must contact the Membership Contact Centre to request a booking and advise desired departure and return dates, destination and number of guests. The booking must be made at least 6 months prior to the desired departure date and allow one day for Virgin Australia domestic flights (3 days for international flights) either side of the desired departure and return dates. We can choose the flight date, time, airline and route at our discretion but will consider your desired travel plans.
  • Must include the same origin and destination in both directions for return travel and may not include stopovers of more than 6 hours between Flight Sectors.
  • If redeemed for less than 3 accompanying guests or for a one way booking only, the remainder of the benefit will be forfeited.
  • Benefit expires if the flights aren’t booked before the Platinum member’s next Review Date.
  • Changes to and cancellation of bookings are restricted and may incur rebooking or cancellation fees (or both).
  • Platinum members who don’t live in Australia or New Zealand are responsible for their own costs of getting to Australia or New Zealand to access this benefit.

8.2 Guaranteed Economy Reward Seats for up to 4 family members – Gold members

Gold members can make one Reward Seat booking in each Benefit Period, for up to 4 guests on Economy class return flights on a Virgin Australia Domestic route, subject to these rules:

  • Gold member must be travelling on the booked flight and the Points must be redeemed from their Velocity account.
  • Gold member must contact the Membership Contact Centre to request a booking and advise desired departure and return dates, destination and number of guests. The booking must be made at least 6 months prior to the desired departure date and allow one day either side of the desired departure and return dates. We can choose the flight date, time, airline and route at our discretion but will consider your desired travel plans.
  • Must include the same origin and destination in both directions for return travel and may not include stopovers of more than 6 hours between Flight Sectors.
  • If redeemed for less than 3 accompanying guests or for a one way booking only, the remainder of the benefit will be forfeited.
  • Benefit expires if the flights aren’t booked before the Gold member’s next Review Date.
  • Changes to and cancellation of bookings are restricted and may incur rebooking or cancellation fees (or both).

8.3 Complimentary partner membership – Platinum and Gold members

Platinum and Gold members are entitled to enrol once into one car hire loyalty program and one hotel loyalty program, with a partner, at no charge for a minimum of 12 months (Complimentary Partner Membership). By enrolling in the Complimentary Partner Membership, you accept the terms and conditions of that partner’s program.

The membership level for Complimentary Partner Membership will be reasonably equivalent to the membership level in Velocity, as determined by the relevant partner. Complimentary Partner Membership will end after 12 months. Your eligibility for continued membership, and membership level, in the partner’s loyalty program after 12 months is subject to you fulfilling the eligibility requirements specified in, and complying with, the partner’s applicable program terms and conditions.

Velocity will be selected as your nominated loyalty program for eligible Points earn transactions with the relevant partner during your Complimentary Partner Membership. Velocity will continue as your nominated loyalty program once the period of Complimentary Partner Membership has ended, unless you contact the partner and change it.

We’re not responsible for the delivery of partner programs, including the provision of membership benefits in the partner program.

8.4 Virgin Australia Lounge access – Platinum, Gold and Silver members

Platinum and Gold members are entitled to complimentary access to the Virgin Australia Lounge during their Benefit Period. Silver members are allocated 2 single-entry vouchers upon reaching or maintaining Silver Status; these expire 12 months after being added to your Velocity account. Virgin Australia Lounges are only available in selected airports in Australia and New Zealand. Entry to the Virgin Australia Lounge is subject to the terms and conditions of the Virgin Australia Lounge. Lounge access may be limited during peak periods and disruptions, like during poor weather. View a list of Virgin Australia Domestic Lounge locations.

Access to the Virgin Australia Lounge is only permitted prior to departure on the day of travel on Virgin Australia operated flights, is at the discretion of Virgin Australia Lounge staff and is subject to any capacity restraints that may be imposed. You’ll need to present your Velocity card and itinerary or boarding pass. Lounge passes are non-transferable and must be used either by you or a guest accompanying you (if you’re already entitled to access the Virgin Australia Lounge).

8.5 Airline partner Lounge access – Platinum and Gold members

Platinum and Gold members are entitled to complimentary access to selected partner lounges during their Benefit Period. When you visit a lounge operated by our partner (like The House, My Lounge, Singapore Airlines or Etihad Airways) you’ll need to present your boarding pass and Velocity card. Make sure you bring your physical Velocity card as not all lounges can accept a digital card. Entry to partner lounges is subject the partners’ terms and conditions, find more information

8.6 Fly Ahead – Platinum and Gold members

Platinum and Gold members with a confirmed booking for a Virgin Australia marketed and operated domestic flight and who arrive at the airport in time for an earlier flight than their booked flight, can request that they and up to 3 accompanying guests on the same booking, be carried on an earlier flight (Fly Ahead).

A Fly Ahead request is not guaranteed and is subject to these rules:

  • Not available to members travelling on group bookings or Getaway fares.
  • Can’t be requested at the Lounge for members who have check-in baggage or at a mid-way point of a connecting journey.
  • Only available for individual Flight Sectors departing from the location at which the request is made.
  • Request can only be made at the Virgin Australia Lounge or kiosk (where kiosk Fly Ahead functionality is available) for members with no check-in baggage, or at the Virgin Australia Priority check-in counter or Service Desk for members who have baggage and have not yet checked in.
  • Member and accompanying guests (if applicable) must hold confirmed seats on the same Virgin Australia marketed and operated domestic flight and be travelling to the same place.
  • Request must be made at least 30 minutes before departure while the flight is still open for check-in.
  • Catering is not guaranteed.
  • Routing changes to the Fly Ahead flight are not permitted and must remain as a single Flight Sector.
  • Seats must be available in the same cabin as the cabin originally purchased by the member, on the eligible Fly Ahead flight.
  • No guests on the earlier Virgin Australia domestic flight will be displaced to accommodate a request.

If the request is granted and you and your accompanying guests (if applicable) are moved to an earlier Virgin Australia domestic flight in a lower fare class (including lower cabin class) than what you originally purchased), you won’t receive a refund of any difference (unless entitled to a refund under the Australian Consumer Law).

Additionally, Platinum members can request to Fly Ahead on a flight between Brisbane, Sydney and Melbourne departing up to 2 hours prior to their booked flight by contacting the Guest Contact Centre. For all other Virgin Australia marketed and operated domestic Flights, Platinum Members can also request to Fly Ahead on a flight immediately prior to their booked flight by calling the Guest Contact Centre. In each case, a Platinum member requesting to Fly Ahead must contact the Guest Contact Centre at least 1 hour prior to the departure time of the desired flight.

8.7 Membership pause for parental leave – Platinum, Gold and Silver members

Platinum, Gold and Silver members who wish to spend time caring for a child under 2 years (including adoption) can apply to have their Velocity account paused for 6 months to maintain a Status level (Membership Pause). We’ll consider any request for Membership Pause requested during your Benefit Period only (i.e. while you still have your Status).

You’re entitled to apply for Membership Pause once for each child, up until that child reaches 2 years. There can be up to 2 member parents on Membership Pause, for the same child, at any one time. You can call the Membership Contact Centre to apply for Membership Pause. You’re limited to one approved Membership Pause each 24 month period.

During the Membership Pause, you:

  • can continue to earn Status Credits and earn and redeem Points;
  • will continue to have expired Status Credits removed from your Velocity account;
  • can continue to redeem any remaining benefits associated with your membership level prior to their expiry date;
  • can’t be upgraded to a higher Status level by earning sufficient Status Credits and flying the required number of Eligible Sectors; and
  • can’t request to be taken off the Membership Pause.

At the end of the Membership Pause, you’ll maintain your existing Status level for a further 12 months, unless you’ve earned enough Status Credits and flown the required number of Eligible Sectors to upgrade to a higher Status level.

8.8 Priority waitlist – Platinum, Gold and Silver members

Platinum, Gold and Silver members can make a waitlist booking for a seat in a cabin if all seats in the desired cabin of a Virgin Australia marketed and operated flight are fully booked. If a seat becomes available in the desired cabin, priority to purchase that seat will be given to members according to their Status level in the following order: Platinum members first, then Gold members, then Silver members.

Priority waitlist applies only to bookings made for full fares in the Economy Class, Premium Economy Class or Business Class cabins on Virgin Australia marketed and operated flights. A Priority waitlist booking doesn’t guarantee that a seat will be made available for purchase.

 

8.9 UpgradeMe Points

UpgradeMe Points flight upgrades allows you to use Points to upgrade to a higher cabin class on Virgin Australia marketed flights (we call this benefit UpgradeMe Points).

  Domestic International Short
Haul
International Long
Haul
What is it? Allows you to use Points to upgrade to Business Class.
Allows Platinum and Gold members to use Points to upgrade from a Freedom fare to Premium Economy or Business Class, or from Premium Economy to Business Class on international long haul flights booked with a VA flight number.
Where can I book it? On the Velocity Website or by calling the Membership Contact Centre. A fee applies if you book through the Membership Contact Centre.
Who is eligible? All Members with an existing Getaway, Elevate or Freedom fare booking.

Members may upgrade themselves, their travelling companions or any other traveller.

Only Platinum and Gold Members with an existing Freedom, Premium Saver or Premium fare booking.

Platinum and Gold Members may upgrade themselves or their companions travelling on the same itinerary as them.
 

Are there limits on availability? Yes – availability is limited and controlled by Virgin Australia and airline partners.

Availability may be limited or not available at all particularly during peak travel periods (e.g. school and public holidays), on international flights and within the business class cabin, due to the popularity of these services.
What will it cost me? See Domestic Flight Upgrades table available on the Velocity Website. See International Short Haul Flight Upgrades table available on the Velocity website. See International Long Haul Flight Upgrades table available on the Velocity Website.
You need to have the required Points in your Velocity account at the time you request an upgrade.
When do I need to request an upgrade by? Velocity website: No later than 4 hours prior to scheduled departure
Membership Contact Centre: No later than 2 hours prior to scheduled flight departure.
Will I earn more Points and Status Credits if my upgrade is successful? No – You’ll earn Points and Status Credits based on the original fare class you booked, and not the upgraded booking.
Can I request an upgrade at the Virgin Australia Lounge? Yes – between 30 minutes and 2 hours prior to a flight’s scheduled departure time (you must be entitled to access the Virgin Australia Lounge).

Only available for individual Flight Sectors and at Virgin Australia domestic lounges.
No – but you can request an upgrade at the airport check-in counter.
Can I cancel or change a confirmed upgrade? Changes: Permitted, provided you request it at least 24 hours before a flight’s scheduled departure and you pay the applicable fee.

Cancellation (reverts to your original purchased fare class): Permitted, provided you request it at least 24 hours before a flight’s scheduled departure, the original fare is still available on that Flight Sector and you pay the applicable fee.

If you cancel or change a confirmed upgrade less than 24 hours before a flight’s scheduled departure, or fail to board a flight, you’ll forfeit the Points used to redeem the UpgradeMe Points upgrade. Upgrades issued at Virgin Australia Lounges will result in you losing any Points used if changes or cancellations are requested (unless you’re entitled to a refund under the Australian Consumer Law) .

Requests can be made by calling the Membership Contact Centre.
Any other restrictions? The fare rules applicable to the fare originally purchased will apply, regardless of upgraded class of travel. Full catering and special meals may not be available in the upgraded class of travel.

Upgrade requests for multiple guests require the Points to come from one Velocity account only. Not available on Reward Seats. Can’t be used in conjunction with an open dated ticket.

Any additional services purchased as part of the original purchased fare will be lost if not already included in the new fare (unless you’re entitled to a refund under the Australian Consumer Law).
Can I go on a waitlist if I can’t get a confirmed upgrade?

Yes – you can only request to waitlist if you’re unable to secure a confirmed upgrade.

You can register to waitlist by accessing your booking on the Virgin Australia Website, or calling the Membership Contact Centre at least 4 hours before scheduled flight departure. You need enough Points in your Velocity account at the time the waitlist is requested and for the duration of the waitlist period.

A waitlist request will be cancelled if the booking is cancelled, if you check in to your flight, if you voluntarily change your booking date or time or if an airline partner change occurs to the flight and the departure or arrival port of the flight is changed.

When will I know if my waitlist becomes a confirmed upgrade? If there is availability in the requested class of service, an email confirmation will be sent to members whose waitlist request is successful. No email is sent to unsuccessful waitlisted members.

9.        ADDITIONAL BENEFITS FOR PLATINUM MEMBERS

9.1 Priority Economy Seat

If there are no seats available for sale online in the Economy cabin on a Virgin Australia flight, a Platinum member can buy up to two Economy Freedom fare seats on that flight (must be full Economy fare / 'Y' class) (Priority Economy Seat), subject to these rules:

  • The Platinum member must be included in the Priority Economy Seat booking and must travel on the flight.
  • The Priority Economy Seat booking must be made by calling the Membership Contact Centre by midday the day before the desired departure date (in the time zone of the proposed departure port). The booking can’t be made at any airport service desk or through the Velocity website.
  • this benefit may be restricted without prior notice e.g. for certain routes or under special circumstances (including natural disasters).

9.2 Economy Freedom fare upgrade

In each Benefit Period, Platinum members who have paid the full fare for an Economy Freedom fare are entitled to a complimentary upgrade to Business class on up to 4 Virgin Australia marketed and operated domestic or international short haul Flight Sectors (Upgrade). This benefit is available subject to these rules:

Redeeming Upgrades

  • Platinum members can redeem an Upgrade by calling the Membership Contact Centre, either at the time of booking or to upgrade an existing booking, up to 2 hours before scheduled flight departure. There are additional benefits that may be available at the airport (see below).
  • Upgrades can be redeemed for guests who are travelling on the same booking as the Platinum member.

Changes and cancellations

  • Platinum members can make changes to a confirmed Upgrade up to 24 hours before the flight’s scheduled departure at no charge (subject to seat availability).
  • Platinum members may cancel a confirmed Upgrade at least 24 hours before scheduled flight departure and revert to their original fare provided the original fare is still available on that Flight Sector. The Upgrade will be re-credited to the Platinum member’s Velocity account if the benefit hasn’t expired.
  • If a Platinum member cancels or changes a confirmed Upgrade within 24 hours before the flight’s scheduled departure, or fails to board the flight (no-show), the Upgrade will be forfeited.

Any restrictions?

  • Upgrades are subject to availability which is controlled by Virgin Australia. Some flights may have no upgrades available.
  • Upgrades will expire if not redeemed before the Platinum member’s next Review Date. Travel dates for Upgrades aren’t required to be within the current Benefit Period. Platinum members on Membership Pause can still redeem Upgrades prior to their expiry.
  • Platinum members will earn Status Credits and Points for Upgrades based on the original fare class they booked in the lower cabin.
  • Waitlisting isn’t available if a Platinum member isn’t able to secure an Upgrade.

Requesting Upgrades at a Virgin Australia Lounge

  • Upgrades can be requested at the Virgin Australia Lounge for Virgin Australia marketed and operated domestic flights on the same day of travel, until 40 minutes prior to the flight’s scheduled departure.
  • Business class upgrades at the Virgin Australia Lounge are subject to availability of the applicable booking class and airport operational requirements (e.g. seat may be required for other guests with specific assistance requirements).
  • If an Upgrade is requested at a Virgin Australia Lounge, and no Upgrade benefits are available in the Platinum member’s Velocity account at the time of request and the Platinum member proceeds with the upgrade, the required Points for the upgrade (if not paying cash) will be calculated and deducted from their Velocity account. 

9.3 Companion Gold and Companion Platinum membership

If a Platinum member earns 500 Status Credits over and above the required number of Status Credits to maintain their Platinum Status (800 Status Credits) within their Benefit Period (total 1,300 Status Credits), the member is entitled to nominate a family member or friend, who is a member, to Gold Status (Companion Gold).

If a Platinum member earns 1,000 Status Credits over and above the required number of Status Credits to maintain their Platinum Status (800 Status Credits) within their Benefit Period (total 1,800 Status Credits), their nominated Companion Gold member can be upgraded to Platinum Status (Companion Platinum) by calling the Membership Contact Centre. If the Platinum member hasn’t previously nominated a Companion Gold member, then they are entitled to nominate a Companion Platinum member.

A Platinum member may nominate a Companion Gold or Companion Platinum member by calling the Membership Contact Centre at any time up until 12 months after the date the Platinum member becomes entitled to use this benefit. When a member is upgraded to Companion Gold or Companion Platinum membership, the nominated companion member will be notified by email. You can’t change the nominated companion member once they’re upgraded.

Companion Gold and Companion Platinum membership is valid for 12 months from the date of the relevant upgrade. On expiry of the 12 month period, the nominated member’s membership level will be assessed in accordance with these Terms.

10.          OTHER MEMBERSHIP BENEFITS

10.1            Pilot Gold

We may offer selected members who haven’t earned enough Status Credits to upgrade to Gold Status, the ability to trial Gold Status for 3 months (Pilot Gold Trial). We offer this benefit in our discretion and we don’t guarantee that you’ll be offered it.

During a Pilot Gold Trial:

  • you’ll receive some member benefits connected with Gold Status. Benefits you won’t receive include: Gold member baggage tag, complimentary partner memberships, guaranteed Reward Seat, membership pause for parental leave;
  • you’ll continue to earn Status Credits, Points and Eligible Sectors in the same way as other members; and
  • your Status Credits balance will reflect the number of Status Credits, Points and Eligible Sectors you’ve earned since receiving a Pilot Gold Trial.

You can maintain Gold Status for a further 12 months if you earn 80 Status Credits and fly at least one Eligible Sector, before the Pilot Gold Trial ends. If you don’t achieve this, your Status level will be assessed in accordance with these Terms.

 

10.2            Velocity Global Wallet®

 

Velocity Global Wallet® is a reloadable Visa prepaid travel card that allows you to load cash, exchange it into selected currencies and earn Points when you make qualifying purchases in Australia and overseas. When we refer to Velocity Global Wallet®, we mean a Velocity card that has Velocity Global Wallet® Visa prepaid functionality. Read the Velocity Global Wallet® Product Disclosure Statement (PDS) available at velocityglobalwallet.com before making a decision and consider whether the product is right for you. Any advice is general advice that does not take account of your objectives, financial situation or needs.

Velocity Global Wallet® is only available to Members who are 18 years or older. If you’re a new Member and we determine you’re eligible for Velocity Global Wallet®, you’ll be eligible to receive and be issued with a Velocity Global Wallet®. You can request to receive a Velocity Global Wallet® online through your Velocity account. In each case, you consent to receiving disclosures about the Velocity Global Wallet® online.

If you receive a Velocity Global Wallet®, it’ll be inactive. If you want to use it, you’ll need to activate it by following the online process at VelocityGlobalWallet.com or by using the Global Wallet® app. You can request to stop being issued a future Velocity Global Wallet® through your Velocity account. Activation and use of the Velocity Global Wallet® is subject to the PDS. You’re responsible for using the Velocity Global Wallet® in accordance with the PDS. Fees apply to use of the Velocity Global Wallet® and are detailed in the PDS at VelocityGlobalWallet.com. Fees may change.

You can cancel a Velocity Global Wallet® as described in the PDS. If your Membership is terminated in accordance with these Terms, your Velocity Global Wallet® account will be cancelled in accordance with the PDS.

Expiry of the Velocity Global Wallet® is governed by the PDS. On expiry of your Velocity Global Wallet® or when you change your Membership Level, we’ll send a new Velocity Global Wallet® to the address recorded in your Velocity account. Before you can use your Velocity Global Wallet® at merchants or at ATMs, you’ll need to complete the activation process for your new card at VelocityGlobalWallet.com or by using the Global Wallet® app. These Terms continue to apply to your Membership. To the extent that there is any inconsistency between this clause and the PDS in relation to the Velocity Global Wallet®, the PDS prevails.

Velocity Rewards Pty Ltd acts as authorised representative of Rêv Australia Pty Ltd ACN 117 378 953 AFSL 401610. Rêv Australia Pty Ltd is the distributor and manages Velocity Global Wallet® for Cuscal Ltd ACN 087 822 455 AFSL 244116. Cuscal Ltd is the issuer of the product. To the extent allowed by law, we and our officers, employees, contractors, related bodies corporate or affiliates exclude all liability to you or any person in connection with the Velocity Global Wallet® product (including use of it).

11.        OTHER IMPORTANT STUFF

11.1 Fees and charges / Fee table

From time to time, we may charge fees to members for all or any benefits or features connected with Velocity. We’ll give at least 30 days’ notice of the introduction of, or change to, any fees, and also post details on the Velocity website.

Additional fees apply (see fee table below) if you access certain benefits or features of Velocity through the Membership Contact Centre rather than through the Velocity website. Fees are in Australian dollars (AUD) and include GST where applicable.

If you’re unable to access the Velocity website because of disability or impairment, we may waive any fee that would otherwise apply.

FEE TABLE
SERVICE MEMBERSHIP CONTACT CENTRE VELOCITY WEBSITE
Points Transfer to an eligible Family Member $20 or 2,500 Points per transaction No service fee
Points Transfer - Airlines to another Airline Loyalty Program $20 or 2,500 Points per transaction No service fee
Velocity Rewards Store redemption $20 or 2,500 Points per transaction No service fee
Points Booster transaction $20 or 2,500 Points per transaction No service fee
Redeem Points for flight Reward bookings on Virgin Australia domestic and international short haul flights $40 or 5,200 Points per person per booking No service fee
Redeem Points for flight Reward bookings on Virgin Australia international long haul flights, and airline partner flights available online $70 or 8,800 Points per person per booking No service fee
Tigerair Australia Seat redemption fee: applies when changing or servicing a Tigerair Australia redemption booking $70 or 8,800 Points per person per booking See Tigerair Australia website
Change or cancellation of an UpgradeMe Points more than 24 hours before the flight’s scheduled departure $35 or 4,500 Points per person per booking (waived for Platinum members) Not available on Velocity website
Virgin Australia Reward Seat Carrier Charge A Carrier charge applies to all Reward Seat bookings for travel on Virgin Australia operated flights. Refer to the Points Table for more information
Etihad Airways Reward Seat Carrier Charge A Carrier charge applies to all Reward Seat bookings for travel on Etihad Airways operated flights. Refer to the Points Table for more information

11.2 You’re responsible for any tax liabilities

We aren’t responsible for and we make no representations about any tax liability in connection with you participating in Velocity or using any Rewards, member benefits or other features of Velocity. You’re solely responsible for all taxes, GST, duties, levies, fees, charges or other liabilities (Taxes) in connection with your participation in Velocity, Points and Status Credits earned and the use of Rewards, member benefits and otherwise. You should seek advice from your professional accountant or tax adviser to ensure you understand any possible Taxes related to your participation in Velocity.

In addition to the Points required for a Reward, the redemption of Points and the supply of Rewards may be subject to Taxes. You’re responsible for paying all Taxes. Where the amount of Taxes is known to us and directly related to a Reward, it will be displayed on the Velocity website or made available by contacting the Membership Contact Centre. This applies to all Rewards whether these are provided or sourced by us, Virgin Australia or a partner. However, display of any Taxes will not relieve you of responsibility to inform yourself of applicable tax implications related to your participation in Velocity. This clause survives termination or expiry of these Terms and the suspension or cancellation of Velocity.

11.3 Subcontracting, assignment and severing invalid terms

We may choose to appoint other parties from time to time to provide services in relation to the operation and management of the Velocity program. E.g. Velocity Frequent Flyer Pty Ltd provides certain services to us and you’ll likely deal with them while you’re a member. Even if we do this, these Terms remain a contract between you and us only. We can also assign, transfer or novate some or all of our rights or obligations under these Terms at any time without needing your consent.

If a provision of these Terms is invalid or unenforceable under law, that provision will be read down as far as possible to give it a valid operation. If that isn’t possible, the provision will be removed, and the remaining provisions of these Terms won’t be affected, as far as possible.