Claim missing points

Claiming missing Points - what you need to know

Claiming on past flights

Please wait 14 days after a flight to make a claim. Points and Status credits can be claimed on flights taken within the last 6 months*.

How to claim

Fill out the form below, including the flight number and departure date found on your e-Ticket or boarding pass.

New Velocity members

You can claim on flights taken 30 days before you joined Velocity Frequent Flyer.

Members of multiple programs?

You can only earn on one loyalty program per flight.

Track your claims >

Claim missing Points from a Non-Airline partner

If you are missing Velocity Points from one of our non airline partners, please contact the respective partner directly within 3 months of the eligible transaction. Your claim will be assessed and processed by the respective partner. If you have any questions relating to the claim you must follow up directly with the partner.

Were you a member at the time?

You must have been a Velocity member at the time of activity, however you can claim missing Points for an activity completed within the 30 days prior to joining Velocity Frequent Flyer.

Get in contact

Contact details for each partner are listed below. Please note that not all partners accept retrospective Points claims. If the partner is not listed, retrospective Points claim is not available.

Processing time

Successful claims for non airline partners will be credited to your account between 7 days to 6 weeks of submission, depending on the processing time of the partner.

Cover-More

To claim missing Points from Cover-More, email velocityretro@covermore.com with the following:

Velocity membership number

Member first name

Member surname

Policy number

Please note before submitting a missing point claim:

Policies issued more than 30 days prior to joining Velocity Frequent Flyer are unable to earn Velocity points.

If you provided your Velocity number at policy purchase and it is passed the travel insurance policy commencement date and you haven't received your points, please check that you're not set up on family pooling with your Velocity Frequent Flyer.

Please allow up to 14 days for your points to reflect in your account

Virgin Money Credit Cards

Please call the Virgin Money customer care team on 13 37 39.

For bonus Points, please allow up to 60 days for Points to be credited to your Velocity account after the qualifying purchases before raising a Missing Points Claim*.

For ongoing Points earn, please allow up to 15 days after the end of your statement period for Points to be updated in your Velocity account.

Virgin Money Insurance (Car and Home & Contents)

Please call the Virgin Money customer care team on 13 81 51.

Please allow up to 90 days for Points to be credited to your Velocity account from Policy commencement date before raising a Missing Points Claim*.

Virgin Money Super

Please call Virgin Money Customer Care team on 13 81 51.

Please allow up to 10 days for Points to be credited to your Velocity account from the Points Issue Date before raising a Missing Points Claim*. Find out the relevant Points Periods and Points Issue Dates.

* If you have a claim for missing Velocity Points (Points which you believe should have been allocated to your Velocity Membership Account), you may raise a missing Points claim by contacting Virgin Money within three (3) months from the date the Velocity Points were scheduled to be allocated for an eligible transaction. The timeframes noted above are general only. Specific bonus Points campaigns may have separate timeframes for allocation of Points and you should consult the relevant terms and conditions before raising a missing Points claim. Virgin Money retains absolute discretion in relation to the allocation of Points. Where Virgin Money allocates any Points to you in error, it may, at its discretion, arrange that allocation of Points to be reversed. If your Velocity membership is terminated, any outstanding claims, unused Points and Status Credits associated with the Membership Account will be forfeited.
Europcar

To claim missing Points from Europcar, please visit here and follow the instructions to submit a claim.

Hertz

To claim missing Points from Hertz, please go to the Hertz Frequent Traveler Credit website and follow the instructions.

To follow up on a missing claim please email Hertz at frequent_traveler_APAC@hertz.com.

Thrifty

To claim missing Points from Thrifty, please visit https://www.thrifty.com.au/missing-points.

Dollar

To claim missing Points from Dollar, please email Dollar at frequent_traveler_APAC@dollar.com.

SIXT

If it has been more than 30 days since you returned your SIXT vehicle and you are missing eligible Points, you can lodge a claim by emailing meilen@sixt.com.

ACCOR - ALL

Please visit ALL help centre website to see how to claim missing points.

Choice Hotels

Please email the Choice Priveleges Member Services team at cp@choicehotels.com.au with the following:

Full name of member

Velocity membership number

Hotel name and location (including state)

Date of arrival

Date of departure

Number of nights

Copy of tax invoice (total amount spent)

Crown Hotels

Please email hotelar@crownmelbourne.com.au with the following:

Velocity membership number

Member first name

Member surname

Reservation number

Hotel name and address

Hamilton Island

To claim missing Points from Hamilton Island, please go to the Hamilton Island website and follow the instructions to submit a claim.

Hilton Honors

To be eligible to earn Velocity Points for stays within the Hilton Portfolio of hotels and resorts, you are required to be a Hilton Hhonors member and Velocity member at the time of your stay and have Virgin Australia selected as your Preferred Travel Partner. Please allow up to 4 weeks for your Points to be allocated to your Velocity account before submitting a missing Points claim.

If Points are not credited to your Velocity account after 6-8 weeks after completing your stay please log-in to your HHonors account and file a Missing miles/stay claim.

Alternatively email hhonors@hilton.com with the following details:

Velocity membership number

Hilton Honors Member number

Member first name

Member Surname

Reservation number

Date of arrival

Date of departure

Number of nights

Cost

Hotel name and address

Currency

IHG Hotels & Resorts

To be eligible for Velocity Points, you are required to be an IHG One Rewards member and a Velocity member at the time of your stay and have Virgin Australia selected as your preferred airline miles program. Please allow up to 4 weeks for your Points to be allocated to your Velocity account before submitting a missing Points claim.

If Points are not credited to your Velocity account after 6 weeks, please contact the IHG One Rewards Service Centre on +612 9935 8362 (toll charges apply) or 1800 2222 7172 (toll free).

Shangri-La

If Points are not credited to your Velocity account within 6 weeks or your stay, please email shangri-la.circle@shangri-la.com with the following:

Velocity membership number

Member first name

Member surname

Confirmation number

Date of arrival

Date of departure

Transaction amount

Hotel name and address

Toga Far East (TFE) Hotels (Adina Apartment Hotels, Medina Serviced Apartments, Rendezvous, Vibe, Travelodge, Hotel Kurrajong)

Please visit www.loyaltylink.com.au/retro-claim/toga/velocity to supply the following:

Velocity membership number

Member first name

Member surname

Reservation number

Date of arrival

Date of departure

Number of nights

Transaction amount

Hotel name and address

Virgin Limited Edition

Please email enquiries@virginlimitededition.com with the following:

Velocity membership number

Member first name

Member surname

Property of stay

Date of departure

Booking ID

Member email

Transaction amount

Note: Points Earn for Virgin Limited Edition is strictly available only on bookings for Kasbah Tamadot, Mahali Mzuri, Mont Rochelle, Nevker Island, The Lodge and Ulusaba.
Laithwaites Wine

People Please email customerservice@winepeople.com.au with the following:

Velocity membership number

Member first name

Member surname

Laithwaites Wine customer number

Date of purchase

Order number

Alternatively, you can contact Laithwaites Wine People on 1300 362 629.

Virgin Wines

Please email customerservice@virginwines.com.au with the following:

Velocity membership number

Member first name

Member surname

Virgin Wine customer number

Date of purchase

Order number

Alternatively, you can contact Virgin Wines on 1300 712 870.

Velocity e-Store

Visit the e-Store website to complete the online missing points claim form.