We understand if you need to make changes to your existing booking or can no longer travel.

For Redemption bookings made on or after 15th May 2020 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, we’ll refund your Points/cash in full to the original form of payment (except for any booking or credit card fees).

For changes and cancellations made after 1 September 2020, standard Velocity Terms and Conditions will apply.

Flight changes - Velocity Redemption Bookings 

  Domestic Travel International travel excluding US or Japan International travel to and from the US or Japan
Can I change my flight date?

Currently unavailable

Currently unavailable

How many times can I change my flight without a incurring change fee?

Unlimited

Changes must be made before 1 September 2020, otherwise a change fee will apply.

Currently unavailable

Currently unavailable

Can I change my booking to a new origin and destination?


Fare, taxes and charges may apply, subject to fare and route availability

Currently unavailable

 

Currently unavailable 

Is there a limit to how far in advance I can book a new flight? Booking can be changed to any date up to 331 days in advance

Flight cancellations - Velocity Redemption Bookings 

  Domestic Travel International travel excluding US or Japan International travel to and from the US or Japan
Refund to original form of payment without cancellation fee1

Currently unavailable

Currently unavailable

1 Your Velocity Points will be returned to your account, and any amount you paid in cash will be refunded to the original form of payment used to make your booking.

Flights cancelled by Virgin Australia

If your flight is cancelled by Virgin Australia, we’ll be in touch with your options.  

If the options provided are not suitable, we’ll do our best to help you find an alternative flight that is, and we’ll waive the change fees. 

If we can’t provide you with a suitable alternative, we’ll refund your booking and waive the cancellation fee. The Points paid for your booking will be refunded to your Velocity Frequent Flyer account. If your booking was a “Points plus Pay” booking, the “Pay” portion of your booking will be refunded to original form of payment.

Refunds will be processed within 21 business days. 

How to Change or Cancel your Velocity Redemption Booking 

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

If you want to change your booking to an origin or destination which requires more Points (or Points + Pay), you’ll need to take care of any differences in the fares, taxes and charges.

To change 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

 

Any Seat bookings can be changed online.

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

If you would like to change your flight to a different origin or destination, please contact our Membership Contact Centre between 9am and 5pm AEDT Monday to Friday.

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.

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

The Points used for your booking will be refunded to your Velocity Frequent Flyer account. If your booking was a “Points plus Pay” booking, the “Pay” portion of your booking will be refunded to original form of payment. Refunds will be processed within 21 business days.

To cancel your Reward Seat or 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.

How do I know if I have a Reward Seat or Any Seat booking?

On your itinerary, if it says Economy Reward, Premium Reward or Business Reward you’ve got yourself a Reward Seat.
 
If you used points to pay for any part of your booking and it says anything else, like Getaway, Elevate, Freedom, Premium Economy or Business, then you have an Any Seat booking.

Frequently asked questions

New Redemption bookings made after 15 May 2020

  • If you would like to make a new redemption booking after 15 May 2020, for travel from 1 September 2020, view a full list of available domestic redemption destinations.