Claim missing Points

Cover-More

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

• Velocity membership number
• Member first name
• Member surname
• Date of transaction
• Value of transaction
• Policy number
• Someone will be in contact within 10 working days.

Please allow up to 14 days for Points to be credited to your Velocity account from Policy commencement date before raising a Missing Points Claim.

Petinsurance.com.au

To claim missing Points from Petinsurance, email velocityretroclaim@petinsurance.com.au with the following:

• Velocity membership number
• Member first name
• Member surname
• Date of transaction
• Value of transaction
• Policy number
• Purchase description

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 Home Loans

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

Please allow up to 60 days for Points to be credited to your Velocity account after the settlement of your Home Loans before raising a Missing Points Claim*.

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 Insurance (Life and Income Protection)

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

Please allow up to 30 days for Points to be credited to your Velocity account after the qualifying period 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.

Virgin Active

To claim missing Points from Virgin Active, please contact Virgin Active via the Velocity tab in "mylocker” or email Virgin Active at admins@virginactive.com.au. In order to investigate your missing Points, your message will need to include:

• First Name
• Last Name
• Velocity Member Number
• Phone Number
• Email Address

Virgin Mobile

Please call the Virgin Mobile customer care team on 1300 555 100.

Europcar

To claim missing Points from Europcar, please go to the Europcar website 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_travelers@hertz.com.

Thrifty

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

Le Club AccorHotels

Please log in to your Le Club AccorHotels account and follow the instructions, or call Le Club AccorHotels Customer Care at 02 8023 8787.

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
• Date of arrival
• Date of departure
• Number of nights
• Cost
• 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
  

Intercontinental Hotels Group (Intercontinental Hotels and Resorts, Crowne Plaza Hotels and Resorts, Holiday Inn Hotels and Resorts, Hotels Indigo, Express by Holiday Inn, Staybridge Suites and candlewood Suites)

To be eligible for Velocity Points, you are required to be a Priority Club Rewards and Velocity member at the time of your stay and have Virgin Australia selected as your Points Earning Preference with these accommodation partners. 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 4 weeks, please submit a missing points/miles form.
Alternatively, members from Australia can call the IHG Rewards Club Service Centre on 02 9935 8362 (toll charges apply).

Shangri-La

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

• Velocity membership number
• Member first name
  
• Member surname
• Transaction number
• Date of arrival
• Date of departure
• Transaction amount
• Hotel name and address

Staywell Hospitality

This partner does not accept retrospective Points claims.

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, Nevker Island, The Lodge, Ulusaba and The Roof Gardens.
 

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

Please email support@pointsonline.com.au with 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

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.

Cruise Pilot

This partner does not accept retrospective Points claims.

JetPets

Please email velocity@jetpets.com.au with the following:

• Velocity membership number
• Member first name
• Member surname
• Jetpets booking number
• Date of carriage
• Departing Port
• Arrival Port

Skybus

This partner does not accept retrospective Points claims.

Virgin Australia Holidays

Upon completion of travel please allow up to 6 weeks for Points to be credited to your Velocity account before raising a Missing Points Claim.

If Points are not credited to your account after 6 weeks, please email the details below to retro@virginaustraliaholidays.com with the following:

• Membership number
• Member first name
• Member surname
• Travel start date (DD/MM/YYYY)
• Virgin Australia Holidays 7 digit booking reference number
• Destination
• Points amount
• Dollar amount

Please note that providing insufficient details may result in your claim being declined.

If eligible for earn, please allow up to 30 days for missing Points to be credited to your Velocity account.