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How to guide

Claim Missing Points – non-airline Partners

If you are missing Velocity Points from one of our non-airline partners, please contact the respective partner directly within 3 months of the eligible transaction. Your claim will be assessed and processed by the respective partner. If you have any questions relating to the claim you must follow up directly with the partner.

You must have been a Velocity member at the time of activity, however you can claim missing Points for an activity completed within the 30 days prior to joining Velocity Frequent Flyer.

Contact details for each partner are listed below. Please note that not all partners accept retrospective Points claims.

Successful claims for non-air partners will be credited to your account between 7 days and 6 weeks of submission, depending on the processing time of the partner. 

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Cars

Car Hire Partners

Europcar

To claim missing Points from Europcar, please go to the Europcar website and follow the instructions to submit a claim.

Hertz

To claim missing Points from Hertz, please go to the Hertz Frequent Traveler Credit website and follow the instructions.

To follow up on a missing claim please email Hertz at frequent_travelers@hertz.com.

Thrifty

To claim missing Points from Thrifty, please visit the Thrifty website and follow the instructions to submit a claim.

Parking & Servicing

Midas

To claim missing points from Midas, please visit the Midas website and complete the missing points claim form. Please allow up to 14 days for Points to be credited to your Velocity account from activity date before raising a Missing Points Claim.

Please allow up to 30 days for your claim to be processed.

Wilson Parking

To claim missing points from Wilson Parking, please visit the Wilson Parking website and complete the form. For any general enquiries, please contact the Wilson Parking Customer Care team at info@wilsonparking.com.au

Please allow up to 35 days to process points claims.

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Holidays & Travel

Airport Parking

This partner does not accept retrospective Points claims.

Brunel

This partner does not accept retrospective Points claims.

Cruise Pilot

This partner does not accept retrospective Points claims.

Jetpets Please email velocity@jetpets.com.au with the following:
  • Velocity membership number
  • Member first name
  • Member surname
  • Jetpets booking number
  • Date of carriage
  • Departing Port
  • Arrival Port
Skybus

This partner does not accept retrospective Points claims.

Virgin Australia Holidays

Upon completion of travel please allow up to 6 weeks for Points to be credited to your Velocity account before raising a Missing Points Claim.

If Points are not credited to your account after 6 weeks, please email the details below to retro@virginaustraliaholidays.com with the following:

  • Membership number
  • Member first name
  • Member surname
  • Travel start date (DD/MM/YYYY)
  • Virgin Australia Holidays 7 digit booking reference number
  • Destination
  • Points amount
  • Dollar amount

Please note that providing insufficient details may result in your claim being declined.

If eligible for earn, please allow up to 30 days for missing Points to be credited to your Velocity account.

Webjet This partner does not accept retrospective Points claims.

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Home & Business

Sendle

To claim missing Points from Sendle, please visit the Sendle Retro Claims website and follow the instructions to complete a claim.

Please allow up to 28 days for your Points to be allocated to your Velocity account before submitting a missing Points claim.

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Hotels

Hotel Partners

Le Club AccorHotels

Please log in to your Le Club AccorHotels account and follow the instructions, or call Le Club AccorHotels Customer Care at 02 8023 8787.

Choice Hotels

Please email the Choice Priveleges Member Services team at cp@choicehotels.com.au with the following:

  • Full name of member
  • Velocity membership number
  • Hotel name and location (including state)
  • Date of arrival
  • Date of departure
  • Number of nights
  • Copy of tax invoice (total amount spent)
Crown Hotels

Please email hotelar@crownmelbourne.com.au with the following:

  • Velocity membership number
  • Member first name
  • Member surname
  • Reservation number
  • Date of arrival
  • Date of departure
  • Number of nights
  • Cost
  • Hotel name and address
Hamilton Island To claim missing Points from Hamilton Island, please go to the Hamilton Island website and follow the instructions to submit a claim.
Hilton HHonors To be eligible to earn Velocity Points for stays within the Hilton Portfolio of hotels and resorts, you are required to be a Hilton Hhonors member and Velocity member at the time of your stay and have Virgin Australia selected as your Preferred Travel Partner. Please allow up to 4 weeks for your Points to be allocated to your Velocity account before submitting a missing Points claim.

If Points are not credited to your Velocity account after 6-8 weeks after completing your stay please log-in to your HHonors account and file a Missing miles/stay claim.

Alternatively email hhonors@hilton.com with the following details:

  • Velocity membership number
  • Hilton Honors Member number
  • Member first name
  • Member Surname
  • Reservation number
  • Date of arrival
  • Date of departure
  • Number of nights
  • Cost
  • Hotel name and address
  • Currency
Intercontinental Hotels Group (InterContinental Hotels and Resorts, Crowne Plaza Hotels and Resorts, Holiday Inn Hotels and Resorts, Hotel Indigo, Express by Holiday Inn, Staybridge Suites and Candlewood Suites)

To be eligible for Velocity Points, you are required to be a Priority Club Rewards and Velocity member at the time of your stay and have Virgin Australia selected as your Points Earning Preference with these accommodation partners. Please allow up to 4 weeks for your Points to be allocated to your Velocity account before submitting a missing Points claim.

If Points are not credited to your Velocity account after 4weeks, please submit a missing points/miles form.

Alternatively, members from Australia can call the IHG Rewards Club Service Centre on 02 9935 8362 (toll charges apply).

Jumeirah Hotels This partner does not accept retrospective Points claims.
Kerzner One&Only This partner does not accept retrospective Points claims.
Langham Hospitality Group Please email the Langham Frequent Flyer Program Help Desk at lhi.ffp@langhamhotels.com with the following:
  • Velocity membership number
  • Member first name
  • Member Surname
  • Hotel confirmation number
  • Date of arrival
  • Date of departure
  • Hotel name
  • Room number
  • Invoice total
Meritus Hotels and Resorts

Please email the details below to ffprep@meritushotels.com

  • Velocity membership number
  • Member First Name
  • Member Surname
  • Arrival date
  • Departure date
  • Accommodation total
  • Property name 
  • Room number
Morgans Hotel Group This partner does not accept retrospective Points claims.
Pan Pacific & Park Royal Hotel Group This partner does not accept retrospective Points claims.
Shangri-La

If Points are not credited to your Velocity account within 6 weeks or your stay, please email ffp_cro@shangri-la.com with the following:

  • Velocity membership number
  • Member first name
  • Member surname
  • Transaction number
  • Date of arrival
  • Date of departure
  • Transaction amount
  • Hotel name and address
Silverneedle

If Points are not credited to your Velocity account within 6 weeks or your stay, please email velocity@snhgroup.com with the following:

  • Velocity membership number
  • Member first name
  • Member surname
  • Transaction number
  • Date of arrival
  • Date of departure
  • Transaction amount
  • Hotel name and address
Starwood To claim missing Points from Starwood, please contact their online Support team.
Staywell Hospitality This partner does not accept retrospective Points claims.
Taj Group This partner does not accept retrospective Points claims.

Toga Far East (TFE) Hotels

(Adina Apartment Hotels, Medina Serviced Apartments, Rendezvous, Vibe, Travelodge, Hotel Kurrajong)

Please email support@pointsonline.com.au with the following:

  • Velocity membership number
  • Member first name
  • Member surname
  • Reservation number
  • Date of arrival
  • Date of departure
  • Number of nights
  • Transaction amount
  • Hotel name and address
Urban Hotels This partner does not accept retrospective Points claims.

Virgin Limited Edition

Please email enquiries@virginlimitededition.com with the following:

  • Velocity membership number
  • Member first name
  • Member surname
  • Property of stay
  • Date of departure
  • Booking ID
  • Member email
  • Transaction amount

Note: Points Earn for Virgin Limited Edition is strictly available only on bookings for Kasbah Tamadot, Nevker Island, The Lodge, Ulusaba and The Roof Gardens.

Voyages Indigenous Tourism Australia

Please email travel@voyages.com.au with the following:

  • Velocity membership number
  • Member first name
  • Member surname
  • Date of arrival
  • Property name
  • Booking ID

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Insurance & Banking

Cover-More

To claim missing Points from Cover-More, email velocityretro@covermore.com with the following:

  • Velocity membership number
  • Member first name
  • Member surname
  • Date of transaction
  • Value of transaction
  • Policy number

Someone will be in contact within 10 working days.

Please allow up to 14 days for Points to be credited to your Velocity account from Policy commencement date before raising a Missing Points Claim.

Petinsurance.com.au

To claim missing Points from velocityretroclaim@petinsurance.com.au with the following:

  • Velocity membership number
  • Member first name
  • Member surname
  • Date of transaction
  • Value of transaction
  • Policy number
  • Purchase description
Virgin Insurance
(Car and Home)

Please call the Virgin Money customer care team on 13 81 51.

Please allow up to 60 days for Points to be credited to your Velocity account from Policy commencement date before raising a Missing Points Claim.

Virgin Money Home Loans

Please call Virgin Money customer care team on 13 81 51.

Please allow up to 28 days for Points to be credited to your Velocity account from activity date before raising a Missing Points Claim.

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Lifestyle & Entertainment

eRewards

Please visit the eRewards website and complete the Contact Us form or log in to your e-Rewards account and visit the Help > Contact Us section.

A representative of e-Rewards Member Services will contact you within 72 hours.

Please allow 4 to 6 weeks for Points to be credited to your Velocity account.

Jetts Fitness To claim missing Points from Jetts Fitness, please visit the Jetts Fitness website and follow the instructions to submit a claim.
RedBalloon

To claim missing Points from RedBalloon, please visit the "contact us" section of the RedBalloon website and select "Claim Missing Velocity Points" from the drop down list.

Alternatively, contact RedBalloon on 02 8755 0012.

Onsport

Please email contact@onsport.com.au with the following:

  • Velocity membership number
  • Member first name
  • Member surname
  • Onsport order number (5 digits starting with 2----)
  • Date of purchase
  • Value of transaction
Pacific Smiles

To claim missing Points from Pacific Smiles Dental, please visit the Pacific Smiles website and follow the instructions to submit a claim.

Virgin Mobile

Please call the Virgin Mobile customer care team on 1300 555 100.

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Wine & Dine

Opentable Please email auconsumersupport@opentable.com with the following:
  • Velocity membership number
  • Member first name
  • Member surname
  • Date dined
  • Booking email
  • Restaurant name
  • Number of guests
  • Receipt number
  • Value of transaction
Please allow up to 6 weeks from your dining date for Points to be credited to your Velocity account before raising a Missing Points Claim.
Laithwaites Wine People Please email customerservice@winepeople.com.au with the following:
  • Velocity membership number
  • Member first name
  • Member surname
  • Laithwaites Wine customer number
  • Date of purchase
  • Order number

Alternatively, you can contact Laithwaites Wine People on 1300 362 629.

Virgin Wines

Please email customerservice@virginwines.com.au with the following:

  • Velocity membership number
  • Member first name
  • Member surname
  • Virgin Wine customer number
  • Date of purchase
  • Order number

Alternatively, you can contact Virgin Wines on 1300 712 870.

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