Velocity Help and Support

What will happen at the end of the Pause?

At the end of your 6 month membership pause, you will retain your current level of membership for a further 12 months and your Review Date will be adjusted accordingly. At the end of your Membership Pause, you will continue to be assessed and be eligible for an upgrade based on your Status Credit balance.

View more articles: Status and benefits

What do you need help with?

Account Maintenance

Status and benefits

Earning Points

Redeeming Points

Membership

Bookings and Check-in

Upgrades

Other

Virgin Australia Flight Promotions, Special Offers and Competitions

Why didn’t I get my bonus Points, Status Credits or other incentive?

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

Getting in contact

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

If you are calling about Multi-factor Authentication, or to access your account - you can call us 7 days a week from 8am until 8pm AEDT.

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.

Submit feedback

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!

Learn more

Learn how to use your Velocity Points

From Reward Seats in the air with Virgin Australia and our Airline partners, to products on the ground with our retail partners, you can use your Velocity Points on a wide range of rewards.

Learn more

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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