Last updated: 15 May 2020

As a valued member of Velocity and a keen traveller like us, we’re committed to keeping you updated throughout these uncertain times of coronavirus and reduced travel.

Frequently asked questions

We have prepared these FAQ’s to provide you with answers on the common questions you’ve been asking.

Find out more about domestic flight redemptions.

 

  • A: Although Velocity is owned by the Virgin Australia Group, it is a separate company and it is not in administration.   

    That means Velocity is still operating and you can continue to earn Points with our partners.

Flight bookings

Flight changes and refunds - Velocity Redemption Bookings

For Redemption bookings made before 15th May 2020 we will provide further information shortly.

For Redemption bookings made on or after 15th May 2020:

  •  If you book a redemption seat between 15 May 2020 and 1 September 2020 for travel after 1 September, we’ll waive fees for any changes or cancellations you make before 1 September 2020
  • If you or Virgin Australia cancel your flight before 1 September 2020, for a booking made between 15 May 2020 and 1 September 2020, we’ll refund your Points/cash in full to the original form of payment (except for any booking or credit card fees).

Change or cancel a Velocity Reward Seat booking

We’ll waive the change fee if you contact us prior to 1st September 2020

To change or cancel your Reward Seat booking please call our Membership Contact Centre between 9am and 5pm AEDT Monday to Friday.

Alternatively you can email us at urgent@velocityfrequentflyer.com. To help us process your request as quickly as possible, please include the following information:

  • The date of travel;
  • Your booking reference number;
  • The name or names associated with the booking; and
  • For flight changes, your preferred flight details.
     

Change a Velocity Any Seat booking

Any Seat bookings can be changed online.

We’ll waive the change fee if you make your change by 1st September 2020.

Whilst no change fee applies, you’ll need to take care of any differences in the fare if you want to go to another destination or travel in a different fare class.

Cancel a Velocity Any Seat booking

We’ll waive the change fee if you contact us prior to 1st September 2020

To cancel your Any Seat booking please call our Membership Contact Centre between 9am and 5pm AEDT Monday to Friday.

Alternatively you can email us at urgent@velocityfrequentflyer.com. To help us process your request as quickly as possible, please include the following information:

  • The date of travel;
  • Your booking reference number;
  • The name or names associated with the booking.

Virgin Australia Updates