What do you need help with?
- How can I update my name in my Velocity Account?
- If I forgot to add my Velocity membership number to my booking, can I add it to my booking online?
- Can I transfer my Velocity Points to another Velocity member?
- If my Domestic journey includes multiple flights, how will my Status Credits be calculated?
- How do I earn Status Credits?
- How do I qualify for Silver, Gold or Platinum membership?
- How long are my Velocity Points valid?
- What happens after my Points have expired?
- How long will it take for Velocity Points to appear in my Account?
- What can I get with my Velocity Points?
- How do I find out the number of Velocity Points I need to redeem for a reward?
- Can I Upgrade my partner airline flight using Velocity Points?
- Can I transfer or combine my Velocity Points with another Velocity member?
- Can I transfer Points between Velocity and other programs?
- Can I nominate someone to help manage my Velocity transactions?
- If I forgot to add my Velocity membership number to my booking, can I add it to my booking online?
- Am I able to make changes to my redemption booking?
- What is the checked baggage allowance?
- Can the Member Terms and Conditions change?
- Why do I have to pay for baggage on some flights?
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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.
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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.
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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
Virtual Assistant
Have you tried contacting our new Virtual Assistant? Try it now! Click the red bubble in the bottom right hand side of the screen to start chatting today. For a more personalised experience, please log in when you start chatting by clicking the profile icon in the chat window.
Membership Enquiries
08:00 - 20:00 AEDT Monday to Sunday
Flight Redemptions
08:00 - 20:00 AEDT Monday to Sunday
Getting in contact
If you prefer to get on the phone with us, use the phone numbers below based on your region ( keeping in mind the relevant contact hours ):
Membership Enquiries
0800 - 2000 AEDT Monday to Friday
Flight Redemptions
0730 - 2230 AEDT 7 days a week
Priority Phone Service
0600 - 1900 AEST Monday to Friday
0700 - 1800 AEST Saturday, Sunday and Public Holidays
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.
Keep your feed up to speed
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Follow us on FacebookFollow Velocity Frequent Flyer on Facebook for the latest program updates, Points tips, travel inspiration and more.
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Follow us on InstagramWe 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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Follow us on LinkedInWant to work with us? Follow us to stay up to date with the latest job opportunities within the Velocity Frequent Flyer team.
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.