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

If you booked on or before 21 April 2020 for travel before 30 September 2020, we’ll waive any applicable change or cancellation fees. 

If you or Virgin Australia cancel your flight before 30 September 2020, we’ll refund your Points or cash in full to the original form of payment.

If you booked on or before 21 April 2020 but were scheduled to travel after 30 September 2020, our standard Terms and Conditions regarding changes will apply. However, members who would typically receive a refund to Travel Bank will now receive a refund to original form of payment until Travel Bank (or a suitable a4lternative) is available.

Flight changes - Velocity Redemption Bookings made on or before 21 April 2020

  Domestic Travel International travel excluding US or Japan International travel to and from the US or Japan
Can I change my flight date?
How many times can I change my flight without a incurring change fee?

Unlimited

Changes must be made before 30 September 2020, otherwise a change fee will apply.

Unlimited

Changes must be made before 30 September 2020, otherwise a change fee will apply.

 

Unlimited

Changes must be made before 30 September 2020, otherwise a change fee will apply.

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

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



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


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? Booking can be changed to any date up to 331 days in advance.

Flight cancellations - Velocity Redemption Bookings made on or before 21 April 2020

  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

1Your 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 or Velocity's airline partners

If your flight is cancelled by Virgin Australia or one of Velocity's 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 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 fees if you contact us before your travel date, or by 30th 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.
     

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.

Any Seat bookings can be changed online.

We’ll waive the change fee if you make your change before your travel date, or by 30th September 2020.

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

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

 

We’ll waive the cancellation fee if you contact us before your travel date, or by 30th 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 use our dedicated cancellation form

Alternatively you may call our Membership Contact Centre between 9am and 5pm AEDT Monday to Friday.

Frequently asked questions

Redemption Bookings made on or before 21 April 2020

  • A: Yes. If you’ve got a redemption booking that was made on or before 21 April 2020 and you were originally scheduled to travel before 30 September 2020, you can move your flight to the same or a different destination if there is availability. 

    We will waive the change fee if you contact us before you were scheduled to fly and, in any event,  before 30 September 2020. 

    If you booked on or before 21 April 2020, but were scheduled to travel after 30 September 2020, our standard Terms and Conditions regarding changes will apply. However,  members who would typically receive a refund to Travel Bank will now receive a refund to original form of payment until Travel Bank (or a suitable alternative) is available.