Help and support centre
Popular frequently asked questions and more

Can I retrospectively claim Points and Status Credits for flights I have already taken, but forgot to provide my membership number for?

Yes. If you were a Velocity member when you took the flight, you have six months from the date of travel to claim any missing Points and Status Credits. 

Further to this, you may be able to claim missing Points for eligible travel completed up to 30 days prior to joining Velocity. 

Find out how to claim missing Points for flights.  

View more articles: Membership


What do you need help with?

Account Maintenance View more
Status and benefits View more
Earning Points View more
Redeeming Points View more
Membership View more
Bookings and Check-in View more
Upgrades View more
Other View more
Virgin Australia Flight Promotions, Special Offers and Competitions View more

Manage your account, anywhere, anytime.

Use your Velocity membership number and password to log in to My Velocity. Download the My Velocity app to access account information, special offers, your digital membership card and more.

  • Velocity app

    View your latest Account Activity and Offers. Shop the Velocity e-Store or set a trip goal.

    Velocity app

    View your latest Account Activity and Offers. Shop the Velocity e-Store or set a trip goal.

  • Membership Card

    Access your membership card via the Velocity app or add it to your wallet directly.

    Membership Card

    Access your membership card via the Velocity app or add it to your wallet directly.

  • My Velocity

    View your activity statement, claim missing Points, family benefits and more in My Velocity

    My Velocity

    View your activity statement, claim missing Points, family benefits and more in My Velocity


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Getting in contact

You can either call us or live chat with us. Live chat is only available to members who are logged in.

Australia
13 18 75
New Zealand
0800 230 875
Other international locations
+61 2 8667 5924
Membership Contact Centre operating hours:

Membership Enquiries

0800 - 2000 AEDT Monday to Friday

Flight Redemptions

0730 - 2230 AEDT 7 days a week

 

Membership feedback form

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. All responses will be handled as per our Customer Feedback Process.

Learn more about Family benefits

Get more from being part of a family with Velocity and Virgin Australia. With things like Family Pooling, Points Transfer and Parental Pause, whether you're a solo traveler or a traveling family, we've got you covered!

How to use Points to book flights

As a Velocity member, you can redeem your Velocity Points across the Virgin Australia Domestic and International network as well as International Reward Seats on selected Airline Partners.

Keep your feed up to speed

  • Follow Velocity Frequent Flyer on Facebook for the latest program updates, Points tips, travel inspiration and more.

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  • We love seeing how you earn and use Points. Tag your photos with #velocityfrequentflyer for your chance to be featured on our channels!

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  • Want to work with us? Follow us to stay up to date with the latest job opportunities within the Velocity Frequent Flyer team.

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I need help with a Virgin Australia enquiry

Couldn't find what you needed? For help and support related to Virgin Australia enquiries, head to the Virgin Australia help centre.