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Support

Velocity Frequent Flyer help and support

Frequently Asked Questions

Consult our FAQs for queries relating to account maintenance, membership, earning and redeeming points, status, benefits, partners and more.

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How to Guides

These handy guides explain important functions of our website. Whether you would like information about how to pay for a booking using Points, claim missing Points or update your details, we have a guide to help you better understand the process involved.

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Claim Missing Points

Haven't received the points your were expecting from a transaction with one of our partners? Find out how you can claim back your missing points.

Claim missing points for non-flight transactions

Replacement Cards

You can now order a replacement membership card online and a new card will be sent to the address in your Velocity Account. Simply log in, confirm that your nominated postal address is correct and your replacement card request will be automatically processed.

Request replacement card now

Member 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.

Velocity Feedback form

Virgin Australia feedback form

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:

Membership Enquiries 08:00 - 20:00 (AEDT), Monday to Friday
Flight Redemptions 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