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Quick Help Guide

News Update

25 March 2013 

We would like to thank you for your support and patience following the transition to our new booking and check-in system.

To ensure your experience is as seamless as possible, please read our Quick Help Guide below.

Book a Reward Seat or Any Seat online by logging into your Account once

Simply follow the below steps when you are ready to make your Reward or Any Seat booking online with Virgin Australia or selected codeshare flights operated by Etihad Airways and Virgin America. These steps will ensure you will only be required to login once when making a booking.

Book a flight online, including using Points: Step by Step Guide

Step 1 – Login to your Velocity Account

  • Enter your Velocity membership number and password in the fields provided.

Step 2 – Search for flights

  • Enter your flight search criteria
  • If you wish to pay using Points, select the 'Use Points or Points + Pay' tickbox
  • Click "Find Flights"

Tip: View information about flying with Special Assistance and the Fare Types via the link provided.

Step 3 – Select your flight time and fare type

  • Choose your preferred flight time and fare type

Tip: Fare inclusions and rules can be viewed and compared by hovering over the fare types titles, i.e. Saver Lite (v).

Step 4 – Enter guest details and travel preferences

  • Enter your personal and contact (and if necessary documentation) details in the fields provided
  • Add applicable travel preferences

Step 5 – Add Travel Extras

  • To Carbon Offset click “Add”
  • To add Additional Baggage click “Add”, select guest(s) who require additional bags, and the number of additional checked bags required.
    Note: Additional baggage is only offered for selected fares

Tip: Baggage allowances are only included for selected fares and Velocity Members. To check your baggage inclusions, click the Fare Type and Velocity Tier links provided.

Step 6 – Select your seat

  • Click on the applicable flight (+) for seat selection, and select the guest’s name
  • Click on the guest’s preferred seat on the seat map provided
  • Click “Continue to Payment”

Tip: Refer to the seat key to understand seat availability

Step 7 – Confirm payment

  • To pay using a combination of Points + Pay, slide the slider to indicate how many Points and how much cash you would like to use
  • Click ‘Apply’ to confirm desired Points and pay level
  • If you opted to pay using cash, select your preferred credit card, and enter your details in the fields provided
  • Read fare rules and select the tickbox to confirm that you have read and understood our Terms and Conditions of Carriage, Fare Rules and Privacy Policy
  • Click “Continue” to purchase your flight(s) and extras

Tip: Consult the booking summary, displayed on the right-hand side of your screen, to view your booking details and costs.

Next steps:

  • Your itinerary and e-Ticket will be sent to your nominated email address
  • You will receive a reminder email prior to your flight date
  • If you need to alter your booking you can do so online via Manage Bookings
  • Guests flying on our domestic network can conveniently check in online via the web or by a web-enabled mobile device up to 48 hours prior to departure
Use Points only or Points + Pay to book a Reward or Any Seat
When booking a Virgin Australia flight online, as well as selected codeshare flights operated by Virgin America, you can choose to pay using Points only or a combination of Points + Pay. For both options, simply select Use Points + Pay when conducting a search.
Book a redemption seat over the phone with all airline partners
To check Reward Seat and Any Seat availability and book flights with our airline partners, including Singapore Airlines, Air New Zealand, Eithad Airways, Delta Airlines, Virgin Atlantic, Hawaiian Airlines, Virgin America and Skywest, simply contact the Membership Contact Centre 7 days a week between 07:30 and 22:30 (AEDT).
Missing Points or Status Credits in your Account

If Points and Status Credits have not been awarded to your Account at least 14 days after your flight, you can claim flights taken with Virgin Australia, Singapore Airlines and Air New Zealand online after logging in to your Account.

For claims with other airline partners, please send a copy of your itinerary to retro@velocityrewards.com.au.

Managing your Booking online & adding your Velocity number before flying

To manage eligible bookings online, simply click on the 'Manage' tab of the Virgin Australia homepage.

You can also add your Velocity membership number to your booking via the same location, or alternatively click on the 'My Bookings' tab of the Velocity homepage.

By accessing your bookings from this location, you will only be prompted to log in once. Once you have retrieved your booking, you can enter your Velocity membership number by clicking on the ‘Edit Passenger Details’ link.

Find out more about Managing Bookings Online.

Important note: If you login to your Account before accessing ‘My Bookings’, you will need to enter your Velocity membership details again when you click on ‘My Bookings’ from within your account.

Making a redemption booking for Guests requiring Special Assistance
If you require special assistance, simply contact the Membership Contact Centre 7 days a week between 07:30 and 22:30 (AEDT), to make your Reward or Any Seat booking. Please view further details on Special Assistance.
Making a redemption booking for infants online
You can now make redemption bookings for Infants online when flying with Virgin Australia, as well as on selected codeshare flights operated by Etihad Airways and Virgin America.
Selecting your Seat

Seat selection can be made online at the time of booking or when checking-in. To select a seat after a booking has been made, but prior to check-in, please contact the Guest Contact Centre on 13 67 89.

Important note: Online and mobile check-in is available 48 hours prior to flight departure time. If you are checking-in online, please ensure that your Velocity membership number has been added to your booking and if not, add your number before selecting your seat, checking-in and printing your boarding pass.

A reminder of new benefits

We are committed to continually enhancing your travel experience and our new system is just one of the ways we are delivering this. Some of the benefits include:

  • Earning Status Credits on each individual sector flown (making it easier to upgrade or maintain your membership level)
  • An improved transfer experience with our partner airlines by receiving your boarding pass for the duration of your journey when Checking-in
  • Earning Points and Status Credits on Any Seat redemptions with Virgin Australia
  • Recognising your status benefits at time of travel
  • The ability to redeem Points for Virgin Australia flights, 7 days a week

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