Frequently Asked Question

• I made a booking before 16 September 2024 and provided my Velocity membership number on my booking, will I still earn Velocity Points?

  For any eligible bookings purchased through any Luxury Escapes booking channel after 22 August 2023 and before 16 September 2024, the Velocity Points earn rate is 1 Velocity Point per $1 spent which is typically awarded within 30 days of travel.
• What is an Eligible Holiday?

  “Eligible Holidays” are packages, products and services offered by Luxury Escapes under the product categories 'Hotels and Resorts' (including 'Limited Time Lux Exclusive’ and ‘LUX Premium Collection’) ‘Tours’, ‘Cruises’, ‘Ultra Lux’, ‘Experiences’, ‘Homes and Villas’ and 'Last Minute Escapes', in each case sold through Luxury Escape channels.   On the Luxury Escapes website products are tagged with the Velocity Logo if Velocity earn or Velocity Points redemption is applicable.
• What is an Eligible VA Flight?

  Virgin Australia marketed and operated flights that are purchased as part of an eligible package purchase that qualifies as an Eligible Holiday.  Eligible VA Flights must be purchased through a Luxury Escapes booking channel and are subject to any applicable exclusions.
• I made a booking with Luxury Escapes before 16 September 2024 and have not travelled yet and did not enter my Velocity number at the time of booking. Am I eligible for the Velocity Points?

  Yes, if your booking was made after 22 August 2023 and before 16 September 2024, before travel departure date you can contact the Luxury Escape Customer Support line on 1300 889 900 to advise your Velocity Frequent Flyer number. Member Name must match one of the travellers in the booking details.
• If I change my Luxury Escapes booking which was booked before 16 September 2024, can I still earn Velocity Points?

  If your booking was made after 22 August 2023 and before 16 September 2024, and a change is made to an ”Eligible Holiday” (whether or not including an “Eligible VA Flight” component) in terms of a travel date change or room change for example, you will still receive Velocity Points. However if a change is made to an ”Eligible Holiday” and you receive a credit from Luxury Escapes that is issued for a cancelled Eligible Holiday then you will not receive Velocity Points when you rebook with Luxury Escapes.
• For bookings made before 16 September 2024, if I cancel my Luxury Escapes booking or it is refunded, will I still earn any applicable Velocity Points?

  No, for booking made after 22 August 2023 and before 16 September 2024 Velocity Points will not be earned on cancelled Luxury Escapes bookings or refunded Luxury Escapes bookings.
• Can I also use Velocity Points to make bookings with Luxury Escapes by redeeming my Velocity Point?

  Yes, minimum 5,000 Points is required to redeem Points with Luxury Escapes. Please see all applicable terms, conditions, and exclusions.  

  All bookings with Luxury Escapes are subject to the Luxury Escapes Terms and Conditions.
• How do I use Velocity Points towards my Luxury Escapes booking?

  In order to redeem your Velocity Points, you will have to select the option to ‘use Velocity Points’ when you are on the ‘Booking Summary’ page of the Luxury Escapes website. You will then be prompted to log into your Velocity Frequent Flyer account to validate your membership and Velocity Points balance for redemption.
• Are there any other exclusions on redeeming Velocity Points with Luxury Escapes?

  Yes, you should review the full terms and conditions of this offer for a description of applicable exclusions. 
• Can I use a combination of Velocity Points and other payment method?

  If you have a sufficient Velocity Points balance, you will be given the option to use Velocity Points towards all or part of your “Eligible Holiday” (whether or not including an “Eligible VA Flight” component) booking. The entire amount of the booking must be pre-paid at the time of booking. 
• If I use Velocity Points towards my Luxury Escapes Eligible Holiday, will I still earn Velocity points on that Eligible Holiday?

  For bookings made after 22 August 2023 and before 16 September 2024, Velocity Points will be earned on redemption bookings made with combination of Velocity Points plus pay at an earn rate of 1 Point per $1 spent on Eligible Holidays (but only on the ‘pay’ component of the payment and not on the Velocity Point component of the redemption).

  For bookings made from 16 September 2024, Velocity Points will not be earned on redemption bookings made with combination of Velocity Points plus pay.
• If I cancel my Luxury Escapes booking, will my Velocity Points be refunded?

  Velocity Points are refundable within the 7-day cooling off period from the date of booking provided you have booked at least 14 days in advance. After that, if a booking is cancelled, you will receive a ‘Cancellation Luxury Escapes Credit for any eligible refund to use towards your next booking. The Luxury Escapes credit will be the same dollar value as the paid portion of the booking.  For full details please refer to Luxury Escape full terms and Conditions.
• Who do I contact for assistance with my Velocity Points queries in relation to my Luxury Escapes booking?

  Please contact the Luxury Escape Customer Support line on 1300 889 900.