Flight changes

For Redemption bookings made on or after 15th May 2020 we’ll waive fees for any changes you make before 31 January 2021, or the date you travel (whichever is earlier).  Fare differences may apply.

Flight cancellations

If you cancel your flight before 31 October 2020, we’ll refund your Points/cash in full to the original form of payment (except for any booking or credit card fees).

For cancellations made after 31 October 2020 and changes made after 31 January 2021, standard Velocity terms and conditions will apply.

If Virgin Australia cancels your flight and a suitable alternative is not available, we’ll refund your Points/cash in full to the original form of payment (except for any booking or credit card fees) regardless of the date of cancellation.

Domestic bookings: where your journey has been impacted by Government border restrictions (such as mandatory quarantine or self-isolation, or where entry is no longer permitted) and you can no longer travel, we’ll waive the cancellation fee and provide a credit or refund (depending on the type of fare you have purchased) excluding any booking or credit card fees.  Please call our Membership Contact Centre on 13 18 75 to discuss your options.

Flight changes - Velocity Redemption Bookings 

  Domestic Travel International Short Haul & Trans-Tasman International Long Haul Travel
Can I change my flight date?

Currently unavailable

Currently unavailable
How many times can I change my flight without a incurring change fee? Multiple changes must be made before 31 January 2021, 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 Short Haul and Trans Tasman International Long Haul Travel
Refund to original form of payment without cancellation fee1

Refunds available until 31 October 20202

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.
2 From 1 November 2020 cancellation fees and fare rules apply

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 

Change or Cancel a Reward Seat Booking

Reward Seats

Changes

We’ll waive the change fee if you contact us prior to 31 January 2021.

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.

Cancellations

We’ll waive the cancellation fee if you contact us prior to 31 October 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 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;
  • For flight changes, your preferred flight details.

Change or Cancel an Any Seat Booking

Any Seats

Changes

Any Seat bookings can be changed online.

We’ll waive the change fee if you make your change by 31 January 2021.

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.

Cancellations

Standard Velocity terms and conditions apply for cancellations made from 1 November onwards.

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.

 

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

  • A. Reward Seats are available across the Virgin Australia domestic network (excluding Christmas Island and the Cocos Islands), while Any Seats are available across the entire Virgin Australia network (including International Short Haul and Trans Tasman routes).