Flight changes or refunds

For bookings made using Velocity Points

Due to changing border restrictions, we’re experiencing high call volumes. Please only contact our Velocity Membership Contact Centre if your travel is within the next 48 hours. Bookings made wholly with Points can be cancelled online via Manage Your Booking.

For travel up to
31 January 2022

We understand if you need to make changes to your existing booking or can no longer travel and we’re offering additional flexibility for travel until 31 January 2022. Here we provide details on your options.

Flight Changes
Change Flexibility

For Reward and Any Seat bookings

We’ll waive fees for any changes you make to redemption bookings for travel on or before 31 January 2022. Changes must be made before the date of travel or 31 January 2022 (whichever is earlier).

Find out how

Flight Cancellations
Cancellation Flexibility

For Reward Seat bookings

For travel up to 31 January 2022, we’ll waive cancellation fees for cancellations made by the travel date or 31 January 2022 (whichever is earlier).

The Points used for your booking will be refunded to your Velocity Frequent Flyer account. If your booking was paid in part by credit card, this portion of your booking will be refunded to original form of payment. Refunds will be processed within 21 business days.

Refund amounts exclude booking and credit card fees.

For Any Seat bookings

For travel up to 31 January 2022, we’ll waive cancellation fees for Any Seat bookings credited to Travel Bank for cancellations made by the travel date or 31 January 2022 (whichever is earlier).

Where fare rules permit a refund to original form of payment, standard fare rules will apply (including any cancellation fees).

All standard Velocity terms and conditions will apply. Credit and refund amounts exclude booking and credit card fees

Find out how

Cancelled Flights
For flights cancelled by Virgin Australia or Velocity's airline partners

If your flight is cancelled by Virgin Australia or one of our airline partners, 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 used for your booking will be refunded to your Velocity Frequent Flyer account. If your booking was paid in part by credit card, this portion of your booking will be refunded to original form of payment. Refunds will be processed within 21 business days.

 Refunds will be processed within 21 business days.  Refund amounts exclude booking and credit card fees.

Member initiated flight changes 

Velocity Redemption Bookings for travel up to 31 January 2022

  For Travel on or before 31 January 2022
 From 31 January 2022
Can I change my flight date? Yes Yes
How many times can I change my flight without incurring a change fee?

Unlimited

Changes must be made before 31 January 2022, otherwise a change fee will apply

 Standard fare rules apply
Can I change my origin and destination to something different than what is currently on my ticket?

Yes

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

Yes

Fare, taxes and charges may apply, subject to fare and route availability.
Is there a limit to how far in advance I can book a new flight? Bookings can be made up to 331 days in advance

Member initiated flight cancellations

Velocity Redemption Bookings for travel up to 31 January 2022

Fare type Travel on or before 31 January 2022
 Travel 1 February 2022 onwards
Reward Seat booking
 No Cancellation Fee

Until 31 January 2022. Refund amount excludes booking and credit card fees.		 Standard Reward Seat fare rules apply
Any Seat booking

Refund to Travel Bank

Cancellation fees waived until 31 January 2022. Credit amount
excludes booking and credit card fees.

- Or -

Refund to original form of payment (where fare rules permit)

As per fare rules.  Refund or credit amount excludes booking and credit card fees.
 

 Standard Any Seat fare rules apply

How to Change or Cancel your Velocity Redemption Booking

 Check your itinerary to see what fare type you have. 

Economy Reward, Premium Reward or Business Reward fare types are Reward Seats.

If you used points to pay for any part of your booking and your itinerary says anything else, like Getaway, Elevate, Freedom, Premium Economy or Business, then you have an Any Seat booking.

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

Alternatively, if you are travelling in the next 48 hours and need urgent assistance 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.

If you cancel your Reward Seat booking for travel up to 31 January 2022, we’ll waive cancellation fees. Changes to your booking must be made before the date of travel or before 31 January 2022 (whichever is earlier).

The Points used for your booking will be refunded to your Velocity Frequent Flyer account. If your booking was paid in part by credit card, this portion of your booking will be refunded to original form of payment. Refunds will be processed within 21 business days. Refund amount excludes booking and credit card fees.

If you cancel an Any Seat booking for travel up to 31 January 2022, we’ll waive cancellation fees for Any Seat bookings credited to Travel Bank.

Where fare rules permit a refund to original form of payment, standard fare rules will apply (including any cancellation penalties). Refund or credit amount excludes booking and credit card fees.

Changes to your booking must be made before the date of travel or before 31 January 2022 (whichever is earlier).

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Contact us

Due to changing border restrictions, we’re experiencing high call volumes. Please only contact our Velocity Membership Contact Centre if your travel is within the next 48 hours

Australia
13 18 75 urgent@velocityfrequentflyer.com
New Zealand
0800 230 875 urgent@velocityfrequentflyer.com
Other international locations
+61 2 8667 5924 urgent@velocityfrequentflyer.com
… Membership Contact Centre opening hours:

09:00 - 17:00 (AEST), Monday to Friday