Flight change and cancelation flexibility with Virgin Australia

We understand if you need to make changes to your existing booking or can no longer travel and we’re offering additional flexibility until 31 January 2021.

Reward Seat Change and Cancellation Flexibility

We’re waiving change and cancellation fees until 31 January 2021 for Reward Seat bookings for travel before 31 January 2021, provided you contact us prior to the flight’s scheduled departure. If you want to change to travel in a different fare class, from a different origin or to a different destination, a difference in fares, taxes and charges may apply.

If, on or before 31 January 2021, you cancel your Virgin Australia or Partner Airline Reward Seat booking for travel on or before 31 January 2021, we’ll refund your Points or cash in full to the original form of payment (except for any booking or credit card fees), provided you contact us prior to the flight’s scheduled departure.  

For more information about your options for Reward Seat bookings, please contact the Velocity Membership Contact Centre on 131 875.

Standard Reward Seat fare rules apply from 1 February 2021.

Any Seat Change and Cancellation Flexibility

We’re waiving change and cancellation fees until 31 January 2021 for Any Seat bookings for travel before 31 January 2021, provided you contact us prior to the flight’s scheduled departure.  If you want to change to travel in a different fare class, from a different origin or to a different destination, a difference in fares, taxes and charges may apply.

Refund policy

From 22 October 2020 onwards, when you cancel Any Seat bookings for travel on or after 22 October 2020, your fare rules will determine your eligibility for a credit (to be provided in a Standard Travel Bank) or refund. Keep in mind you will need to contact us prior to the flight’s scheduled departure, in accordance with your fare rules. Find out more about your fare rules and your eligibility.

For more information about your options for Any Seat bookings, please contact the Velocity Membership Contact Centre on 131 875.

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. 

 

Please note: If you hold a Virgin Australia international redemption booking to Los Angeles or Japan, you will be contacted shortly and be able to rebook domestic travel or receive a refund

Member initiated flight changes - Velocity Redemption Bookings made on or before 21 April 2020

  Domestic Travel International travel 
Can I change my flight date?
How many times can I change my flight without incurring a change fee?

Unlimited

Changes must be made before 31 January 2021, otherwise a change fee will apply.

Unlimited

Changes must be made before 31 January 2021, 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.
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.

Member initiated flight cancellations – Velocity Redemption Bookings made on or before 21 April 2020

Fare type For travel from 22 October 2020 to 31 January 2021 (inclusive) For travel from 1 February 2021
Reward Seat bookings made on or before 21 April 2020
  • No cancellation fee until 31 January 2021
  • Refund to original form of payment when cancellation made before 31 January 2021*
Standard Reward Seat fare rules apply
Any Seat bookings made on or before 21 April 2020
  • No cancellation fee until 31 January 2021
  • Form of refund will depend on your fare rules*. Contact the Membership Contact Centre for more information.
Standard Any Seat fare rules apply

*Except for any booking or credit card fees

How to Change or Cancel your Velocity Redemption Booking  

Reward Seat Changes

We’ll waive the change fee if:

  • your booking is for travel on or before 31 January 2021;
  • you make a change to your booking on or before 31 January 2021; and
  • you make the change before your scheduled flight

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.

Reward Seat Cancellations

We’ll waive the cancellation fee if:

  • your booking is for travel on or before 31 January 2021;
  • you cancel your booking on or before 31 January 2021; and
  • you make cancel before your scheduled flight

If you cancel your Reward Seat booking on or before 31 January 2021 for travel on or before the same date, we’ll refund your Points or cash in full to the original form of payment (except for any booking or credit card fees), provided you cancel your booking before your scheduled flight. Refunds will be processed within 21 business days.

To cancel your Reward Seat booking, call our Membership Contact Centre between 9am and 5pm AEDT Monday to Friday.

Any Seat Changes

We’ll waive the change fee if:

  • your booking is for travel on or before 31 January 2021;
  • you make a change to your booking on or before 31 January 2021; and
  • you make the change before your scheduled flight

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

Any Seat Cancellations

We’ll waive the cancellation fee if:

  • your booking is for travel on or before 31 January 2021;
  • you cancel your booking on or before 31 January 2021; and
  • you make cancel before your scheduled flight.

From 22 October 2020 onwards, when you cancel Any Seat bookings for travel on or after 22 October 2020, your fare rules will determine your eligibility for a credit (to be provided in a Standard Travel Bank) or refund. Keep in mind you will need to contact us prior to the flight’s scheduled departure, in accordance with your fare rules. You can find out more about your fare rules and your eligibility here.

To cancel your Any Seat booking, please  call our Membership Contact Centre between 9am and 5pm AEDT Monday to Friday.

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

Redemption Bookings made on or before 21 April 2020

  • A: Yes. You can move your flight to another date for the same destination, or change to a different destination, where available.

    We’ll waive the change fee if:

    • your booking is for travel on or before 31 January 2021;
    • you make a change to your booking on or before 31 January 2021; and
    • you make the change before your scheduled flight.

    Fare difference, taxes and charges may apply.

    If you booked on or before 21 April 2020 but were schedule to travel after 31 January 2021, our standard Terms and Conditions regarding changes will apply.