help & support
We're here to help. View our frequently asked questions, self service with our How to Guides, request a Velocity membership card, provide feedback, or contact us directly.
how to guides
These handy guides explain the most important functions of our website. Whether you're looking for information on how to pay for a booking using Velocity Points, claim missing Points, update your details, or transfer points from a partner rewards program to Velocity, we'll have a guide to help you better understand the process involved.
Membership CONTACT CENTRE
If you need to speak to us about a membership enquiry or flight redemption, call our Membership Contact Centre on one of the numbers below for:
08:00 - 20:00 (AEDT), Monday to Friday
07:30 - 22:30 (AEDT), 7 days a week
Australia: 13 18 75
New Zealand: 0800 230 875
Other International Locations: +61 2 8667 5924
Member comments and feedback
At Velocity we are committed to providing outstanding customer service and exceeding your expectations. If there is any way in which you feel we can improve our service, we’d love to hear from you. You can do this by completing the Comments and Feedback form below, and all responses will be handled as per our Customer Feedback Process.
Frequently Asked Questions
Consult our FAQs for queries relating to your Velocity membership including account maintenance, earning and redeeming Velocity Points, status, member benefits, partners and more.
See our most popular topics below.