Domestic Flight changes, cancellations and refunds
We all know COVID-19 is causing unprecedented change and uncertainty in our world, but at Virgin Australia, our guests have always been, and will always be our first priority.
We understand if you can no longer travel and you need to make changes to your existing Velocity booking. Your options will depend on when you booked, when your travel is, if you booked using Velocity Points or directly through Virgin Australia and your type of booking.
If your booking is through one of our international partners you can find out more information on your options at our Velocity Airline Partners International Reward Seat Hub
If you need to make changes to your existing Virgin Australia domestic booking or can no longer travel, you can find change or refund information below.
Select from the two options below to learn more
Flying to 30 destinations
As state travel restrictions begin to ease, Virgin Australia is proud to enable more travellers to return to the skies. Virgin Australia will continue to review its network in line with travel demand and as states as borders reopen.
Domestic Lounges
Virgin Australia’s lounges have re-opened with a reduced service offering. Visitors to the lounge will be able to select from Barista made coffee, light pre-packaged meals, a selection of alcoholic and non-alcoholic beverages and snacks are also on offer. Outside food is not permitted in the Virgin Australia lounge.
Inflight Service
We have simplified our inflight catering to reduce contact between guests and our crew during the COVID-19 pandemic.
Business cabin: Each guest will receive a snack box containing a selection of delicious pre-packaged foods appropriate to the time of day. A range of hot and cold drinks, including beer and wine, are available on all flights.
Economy cabin: A complimentary snack and water will be offered on all flights. The sale of food and beverages onboard has been temporarily paused.
Velocity Airline Partners International Reward Seat Hub
Information for Velocity members on routes available to book, pre-departure requirements, and changes and cancellations.
Velocity members can now book using their Points for international Reward Seats on Virgin Australia and selected Airline Partners from 2 November 2021. Available routes and travel dates vary by airline. Please see the tables below for more information.
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International flight changes and cancellations
With evolving border changes and restrictions, it is important you have flexibility when booking and flying.
To give you greater peace of mind when booking your next Reward Seat, we’ve extended our Flexible Flying policy for international Reward Seats for travel up to 31 December 2022. We're offering unlimited changes and waiving the change or cancellation fees. Changes must be made prior to your travel date, and fare differences may apply. Where you choose to cancel under the Flexible Flying policy, your Points redeemed for the Reward Seat booking will be recredited to your Velocity account (excluding any booking fees).
To change or cancel your flight contact our membership contact centre.
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Reward Seat bookings for travel up to 31 December 2022
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Unlimited changes permitted with no change fee*
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Cancel your flight with no cancellation fee*
*Change or cancel without a fee for International Reward Seats for travel up to 31 December 2022. Changes must be made prior to travel date. Fare differences may apply. Cancellations must be made 24 hours prior to departure date. Cancellations with refund to other forms of payment as per fare rules.
| Airline | Description |
|---|---|
| Virgin Australia | From 2 November 2021 Velocity members will be able to redeem points for Reward Seats and cabin upgrades on our International Short Haul Network to Fiji, Bali and Queenstown, New Zealand. Not all flights will have Reward Seats or upgrade seats available. Available travel dates will vary for each route. |
| Etihad Airways | Etihad has restored flights from Abu Dhabi to Sydney and Melbourne from early November. From 2 November 2021 Velocity members are able to redeem Points for flights across the Etihad network. Note that the routes operated by Etihad may be subject to COVID-19 restrictions, and not all flights will have Reward Seats available. Available travel dates will vary for each route. |
| Delta Air Lines | Delta is progressively adding capacity to the Australian market following changes to Australian Government border regulations. From 2 November 2021 Velocity members are able to redeem Points for flights across the Delta Air Lines network. Note that the routes operated by Delta Air Lines may be subject to COVID-19 restrictions, and not all flights will have Reward Seats available. Available travel dates will vary for each route. |
| Singapore Airlines | From 29 March 2022, Velocity members are able to redeem Points for Economy and Business Reward Seats on the Singapore Airlines network excluding flights to and from China and Hong Kong. Reward seats to and from India on Singapore Airlines can temporarily only be booked via our Membership Contact Centre. We are working closely with Singapore Airlines to restart Reward Seat redemptions in the remaining cabins and the ability for members to transfer Points between the Velocity and KrisFlyer programs. Note that the routes operated by Singapore Airlines may be subject to COVID-19 restrictions, and not all flights will have Reward Seats available. Available travel dates will vary for each route. |
| Air Canada | Velocity members are able to redeem Points across the Air Canada network, with Air Canada progressively adding more capacity with services between Sydney and Vancouver going daily from 1 May, Brisbane-Vancouver and Auckland-Vancouver services are scheduled to restart in July and November 2022 respectively. Reward Seat redemptions are open network wide with availability under review, as border restrictions are eased. Note that the routes operated by Air Canada may be subject to COVID-19 restrictions, and not all flights will have Reward seats available. Available travel dates will vary for each route. |
| Hawaiian Airlines | Hawaiian airlines restarted services between Sydney and Honolulu on 15 December 2021. Velocity members can redeem Points for flights across the Hawaiian Airlines network. Note that the routes operated by Hawaiian Airlines may be subject to COVID-19 restrictions, and not all flights will have Reward seats available. Reward Seats on Hawaiian Airlines must be booked through the Membership Contact Centre. Available travel dates will vary for each route. |
| Virgin Atlantic | From 2 November 2021 Velocity members are able to redeem points for flights across the Virgin Atlantic network. Note that the routes operated by Virgin Atlantic may be subject to COVID-19 restrictions, and not all flights will have Reward Seats available. Reward Seats on Virgin Atlantic must be booked through our Membership Contact Centre. Available travel dates will vary for each route. |
| South African Airways | From 2 November 2021 Velocity members are able to redeem points for flights across the South African Airways network. Note that the routes operated by South African may be subject to COVID-19 restrictions, and not all flights will have Reward Seats available. Reward Seats on South African Airways must be booked through our Membership Contact Centre. Available travel dates will vary for each route. |
Reward Seats are subject to availability. Availability of redemption seats will increase as partner airlines introduce more services to and from Australia.
HNA Group Airlines: Our Reward Seat proposition on Hainan Airlines, Hong Kong Airlines and Capital Airlines is currently suspended. We will provide more information as these airlines rebuild their network of flights.
Manage your account
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