Velocity Program Changes: Terms and Conditions

1.  WHAT YOU NEED TO KNOW ABOUT YOUR MEMBERSHIP

1.1 These Terms are a contract between you and us

The Velocity Frequent Flyer program (Velocity) is provided in accordance with these Velocity membership terms and conditions (Terms) between its members (also referred to as you, your) and Velocity Rewards Pty Ltd ABN 98 116 089 448 as trustee for The Loyalty Trust ABN 79 580 890 951 (referred to as we, us, our).

If you join Velocity and become a Velocity member (a member), these Terms will become a contract between you and us. We both need to comply with them. These Terms are effective as at 18 November 2024 and the laws of Queensland apply to these Terms.

You should regularly check these Terms, including before using any member benefits, as they can change over time (see clause 1.3).

1.2 Important things to know about being a Velocity Member

• The Velocity program is operated by Velocity Frequent Flyer Pty Ltd ABN 60 601 408 824. You can read more about this in clause 11.3.

• To earn or redeem Points, you may need to enter into separate terms and conditions with a partner or the business supplying the good or service. Those separate terms and conditions will apply directly between you and them – we’re not a party to them. You can read more about this in clause 3 (Earning Points).
  
  
• Some Rewards have limited availability – you can read more about this in clause 4 (Redeeming Points for Rewards). For some airline partner Reward Seats, you’ll need to call the Membership Contact Centre to check availability as some Reward Seats can’t be searched or booked online. Find out more.
  
  
• Sometimes we agree with our partners to offer some or all of our members bonus Points or special offers. These are usually only available for a limited time and usually require you to meet eligibility requirements and agree to additional terms and conditions for the bonus Points or special offer. Offers are sometimes personalised or tailored for a group of members, which means that sometimes not all offers are made to all members. Offers may also be sent directly to you.
  
  
• It’s your responsibility to check that you’ve received eligible Points and Status Credits and other member benefits. You’ll need to make enquiries about eligible Points and Status Credits earn transactions within the timeframes set out in these Terms. We may not be able to help you with your enquiry (i.e. you may miss out on earning Points and Status Credits) if it isn’t made within the timeframes in clause 3 (Earning Points) and clause 6 (Earning Status Credits).

• Points typically have a 24 month expiry date after the last date. You can read more about this in clause 3.4

• Status Credits earned from eligible airline partner transactions will expire 365 days from the flight departure date. Status Credits earned from eligible non-airline partner transactions will expire 365 days from the date they’re credited to your Velocity account. You can read more about this in clause 6 (Earning Status Credits) and clause 7 (Earning Frequent Flyer Status).
  
  
• If you don’t comply with these Terms, we may cancel your membership and take other action we think is appropriate. You can read more about this, including what we expect from you, in clause 2 (Membership).
  
  
• In the course of operating Velocity and providing member benefits and features of Velocity, we collect and handle your personal information. This assists us in the membership join process, allocating of member benefits, promoting services and products offered by us, our related companies and partners, and providing a customised experience when you interact with the Velocity program. You can read more about how we collect and handle your personal information, including sharing with others, in our Privacy Statement  and Privacy Policy.
  
  
• You consent to receiving marketing and promotional communications from us and partners by email, text message or other digital service (e.g. Velocity App), phone or post, subject to our Privacy Policy and obligations under applicable laws. You can read more about our marketing practices in our Privacy Policy, including how to manage marketing communications preferences. You can unsubscribe from our marketing and promotional communications at any time using the “unsubscribe” facility in our electronic messages, by managing your contact preferences through your Velocity account when logged in or by contacting our Membership Contact Centre.
  
  
• Subject to your rights under the Australian Consumer Law  and to the extent allowed by law, we and our related companies, including Virgin Australia, Velocity Frequent Flyer Pty Ltd and their officers, employees, agents, exclude liability to you for any indirect or consequential loss (including economic loss, loss of profits and loss of opportunity), damage, claim or expense, you may suffer in connection with these Terms or Velocity generally.

1.3 Changes to these Terms and the Velocity program

We may need to change these Terms from time to time, and we’ll act reasonably in making any changes. Please note that member benefits and features of the Velocity program will change over time, and that we cannot guarantee they will always be available. For example, this means that we may change any of the benefits and features, including: 

• the ways in which you can earn and redeem Points as part of the Velocity program;
• earn rates or eligibility requirements for eligible Points earn transactions;
• earn rates or eligible requirements for eligible Status Credit earn transactions;
• reemption rates or eligibility requirements for eligible Points redemption transactions; and
• partners of the Velocity program.

It is also importan to be aware that partners of the Velocity program may change the way in which you can earn or redeem Points (for instance, a partner may change the number of partner points required to transfer to Velocity), and Velocity may not have control over these changes.

1.4 When and how we’ll give you notice of changes

Changes within Velocity's control

Velocity may make changes to the Velocity program or these Terms which may have positive or negative effects on the way in which you interact with the Velocity program.

If we make a positive or minor change to the Velocity program or these Terms (for instance, introducing a new partner or a new benefit, or reducing or waiving the cost of a benefit to you, or making minor changes to the content or language of our website or these Terms), we may not give you notice before the changes start applying. Where relevant, the Velocity website will be updated with information about the change, including the date from which the change will take effect, and, where relevant, you will be eligible to receive the benefit of the change.

If we:

• make a major negative change (for instance, a key partner of the Velocity program leaving, removing certain material inclusions of our benefits, or making material negative changes to the way in which a benefit is provided), we'll give at least 30 days' notice before the change applies via:
  • a notice on our website; and
  • for members who we believe are, or are reasonably likely to be, negatively impacted by this change, a notice through the email address recorded in their Velocity account.
• make a minor negative change (for instance, a negative change to a smaller partnership, or a small negative adjustment in the way a benefit works), we'll give notice before these changes start applying (but it may be less than 30 days' notice) via a notice on our website.

Changes outside of Velocity's control

Where we cannot control the change to the Velocity program or these Terms, we may not be able to provide notice before the change starts applying. This is, for instance, because the change is made by a partner of the Velocity program.

If there is a major negative change (for instance, a partner making a key negative change to the Velocity Points offer), we'll provide a notice on our website (which may not be before the change starts applying).

1.5 How we deal with each other and how to contact us

You must act fairly and reasonably when you deal with us and our partners. We’ll act fairly and reasonably when we deal with you as a member. If you have any questions about these Terms, or would like to make a complaint, you can contact the Membership Contact Centre or submit a question or complaint online.

1.6 We can’t guarantee that Velocity will continue forever

If we choose to shut down the Velocity program including these Terms, we’ll do our best to give you at least 6 months’ notice of this by an announcement on the Velocity website and by notice to the email address (or postal address if no valid email address is held) recorded in your Velocity account.

We’ll act reasonably when considering what actions are appropriate and reasonable in the event the Velocity program is shut down.

1.7 Your rights as a consumer

Your Velocity membership is subject to these Terms and any applicable laws, including the Australian Consumer Law. If any provision of these Terms is void, illegal, invalid or unenforceable, the Terms will be read down to the extent necessary to ensure they are not void, illegal, invalid or unenforceable.

In Australia, you have certain rights under the Australian Consumer Law, which include guarantees that come with your purchase of products or services (Consumer Guarantees). Your rights under the Consumer Guarantees are separate from, and in addition to the terms which govern how we provide products and services to you. We cannot exclude the operation of the Consumer Guarantees in these Terms.

Where we fail to provide products or services to you in accordance with the Consumer Guarantees, you may be entitled to a repair, replacement, refund or other remedies under the Australian Consumer Law. You may also be entitled to compensation for reasonably foreseeable costs that you incur because of the failure.

These Terms do not exclude or limit the application of the Consumer Guarantees in the Australian Consumer Law or any other statutory rights that you may have under applicable laws that cannot be excluded or limited. Where there is an inconsistency between these Conditions and a Law or Convention that applies to your carriage, the Law or Convention will apply to the extent of the inconsistency.

This is only a short summary of your rights under the Australian Consumer Law. For more information, visit the Australian Competition and Consumer Commission’s website at www.accc.gov.au, or talk to an independent legal representative.

3. EARNING POINTS

3.1 The basics

Points are a member benefit that you can earn when you buy products or services from our partners, or complete certain activities (including in the Velocity App), that are eligible to earn Points – we refer to this as making an ‘eligible Points earn transaction’. Points don’t have a cash value and can’t be converted to cash (and they aren’t property or currency).

As a member, you have lots of ways to earn Points. Once you’ve earned enough Points, you can redeem them for Rewards (as long as they’re available and you comply with these Terms).

You can earn Points for eligible Virgin Australia flights and eligible airline partner flights travelled from your join date, or up to 30 days before your join date if you submit a retrospective earn claim. You can only earn Points on eligible transactions with non-airline partners from your join date.

Eligible Points earn transactions and the terms on which you can earn Points differ between partners and offers, and may vary depending on your Status level. You should check partners’ Points earn rates and applicable terms and conditions before making an eligible Points earn transaction or engaging with an offer.

For details of current partners and Points earn rates and applicable terms and conditions, check out the partner pages on the Velocity website. We’ve also included a summary below of some key things you should know.

Earn in the sky with Virgin Australia and our airline partners

Virgin Australia

You can earn Points for eligible travel with Virgin Australia.

The Points you earn for Virgin Australia domestic and international short haul flights is based on how much your fare costs, so the more you spend, the more Points you can earn. Points aren’t earned on certain fees or charges (e.g. baggage charges and credit card surcharges).  

If your Virgin Australia flight is booked in conjunction with another airline (excluding Link Airways and Alliance Airlines), the Points you earn will be based on the fare type and the number of miles you are travelling, rather than the cost of your fare.

Airline partners

You can earn Points for eligible travel with our many airline partners.

The Points you earn are usually based on the fare type and the number of miles you are travelling, so the higher your fare type, the more Points you generally earn.

Your Points earn rate may vary depending on the type of ticket you buy. This is usually due to the terms of our commercial arrangements with partners.

Other important things you should know

• You’ll need to add your Velocity membership number to your booking to automatically earn Points.
• You should make sure your name and Velocity number recorded in your itinerary exactly matches your Velocity account details, or you may miss out on earning Points. You can update your Velocity membership details in accordance with clause 2.3, or contact the relevant airline about the name on your itinerary if applicable.
  
  
• Points earn is based on the fare you booked. This means you’ll earn Points based on the fare type originally purchased, even if you purchase or use Points to travel on an upgraded fare (unless you paid the full fare difference between the original fare type ticketed and the new higher fare type, and were reissued with a ticket in a higher fare type).
  
  
• You won’t earn Points for any Flight Sector that isn’t flown or that is refunded.
  
  
• You won’t earn Points for others flying with you, even if you’ve paid for their ticket (unless you have an eligible Family Pool).
  
  
• You won’t earn Points on Reward Seat tickets (including reward tickets issued by our airline partners), complimentary tickets, tickets purchased as part of a packaged holiday, or tickets which are subject to conditions that exclude Points earn. On some airline partner flights, you may not earn any Points at all due to the terms of our commercial arrangements with partners. Check our airline partner page for more information.   

Earn on the ground with Velocity’s other partners

You can earn Points when you make an eligible Points earn transaction with our partners in various categories including retail, lifestyle, travel and financial services.

Earn Points through the Velocity app or the Velocity website

You may be eligible to earn Points when using the Velocity App or visiting the Velocity website (such as by completing specified actions).

Earn when you shop at the Velocity e-Store

You can browse hundreds of retailers and earn Points when you shop online and make an eligible purchase with the Velocity e-Store.

The Velocity e-Store is run by Collinson Group Pty Ltd ACN 083 835 661 (Collinson). In addition to these Terms, your use of the Velocity e-Store is subject to any terms and conditions published by Collinson on the Velocity e-Store or linked from the Velocity e-Store (e.g. retailer terms and conditions). These terms and conditions may be amended from time to time, so please read them carefully each time you access the Velocity e-Store.

Some other important things you need to know about earning Points:

• Sometimes we agree with our partners to offer some or all of our members bonus Points or special offers. These are usually only available for a limited time and usually require you to meet eligibility requirements. Offers are sometimes personalised or tailored for a group of members, which means that sometimes not all offers are made to all members. Offers may also be sent directly to you.
• You may not earn Points on eligible Points earn transactions if you don’t provide your Velocity number or show your Velocity card at the time you make an eligible earn transaction or when we or a partner ask for it.
  
  
• We do our best to allocate Points earned from eligible Virgin Australia marketed and operated flights within 2-3 days of completed travel. Timing may vary, based on the terms and conditions for specific offers or the partner the transaction is made with. 

• Points earned with other Partners may take longer to show in your Velocity account including up to 8-10 weeks.
  
  
• We’ll only credit Points to the Velocity account of the member who makes the eligible Points earn transaction. We won’t allocate Points, and we can reverse any Points allocation, for any transaction which has been cancelled, refunded or where products or services are returned or aren’t supplied. We can also reverse any allocation of Points if they have been allocated in error by us or if you have breached these Terms.
  
  
• If you’re also a member of another airline's loyalty program, then you can earn reward points or miles for an eligible transaction in either Velocity or in the other airline's loyalty program, not both. It is your responsibility to ensure that the loyalty program number included in your booking is correct prior to departure, including any flight booking that has been made for you by someone else (such as a travel agent). If you have flown and earned Velocity Points, we will not reverse any allocation of Points because a Velocity membership number was incorrectly included. If you have flown and earned reward points or miles in another airline's loyalty program, we will not accept a Velocity Points retrospective earn claim for that fare, whether or not those reward points or miles earned with the other airline's loyalty program have been reversed. To the extent permitted by law, we are not responsible for the operation of other airline loyalty programs and any benefits under these programs are subject to the terms and conditions of those programs.

3.2 Buying Points with Velocity Points Booster

If you don’t have enough Points to redeem a Reward, you can buy Points with Velocity Points Booster if you follow these rules:

• To be eligible to purchase Points, members must have a minimum Points balance of 1 Point.
• you can buy a minimum of 1,000 Points at a time, as many times as you like (up to a maximum of 250,000 Points each year);
• the Points will be allocated to the Velocity account of the member buying them;
  
  
• prices are in Australian Dollars and are inclusive of GST. The applicable price will be the price published at the time you buy the Points; and
  
  
• you’re responsible for any fees charged by financial institutions in connection with Points Booster transactions. Please note these transactions are processed overseas and your financial institution will generally charge a foreign exchange/overseas transaction fee.

Points you buy must be redeemed for a Reward. Buying Points doesn’t guarantee the availability of the Reward you’d like. Once you buy Points, the amount paid is non-refundable (unless you’re entitled to a refund under the Australian Consumer Law). A fee applies for Points Booster transactions made through the Membership Contact Centre.

This is the only method by which you can buy Points.

3.3 What to do if you think you’re missing Points

If you have an enquiry about an eligible Points earn transaction (e.g. you think the Points you’ve earned are wrong or you haven’t received Points) or you want to make a retrospective earn claim (if available), you must:

• Partner transactions (that aren’t airline partners): Contact the partner no later than 90 days from the date of the Points activity you’re asking about.

• Virgin Australia and airline partner transactions (excluding FlyPelican and Link Airways): Access the missing Points claim tool on the Velocity website no later than 180 days from the date of the Points activity you’re asking about.
  
  
• FlyPelican transactions: Contact FlyPelican no later than 30 days from the date of the Points activity you’re asking about.

• Link Airways transactions: Contact Link Airways no later than 6 months from the date of the Points activity you're asking about.

We may not be able to help you with your enquiry (i.e. you may miss out on earning Points) if it isn’t made within the above timeframes.

3.4 Points expiry

Points in the Velocity program have an expiry date (Points Expiry Date) which have difference durations and depend on different Velocity account activities (Long Term and Short Term Activities).

Points Expiry Date

The Points Expiry Date for the Points in your Velocity account is 24 months from the date of your last Long Term Activity unless you have one or more Short Term Activities which may change the Points Expiry Date for the Points in your Velocity accounts as follows:

• If you don't have any Points in your Velocity account and your first transaction is a Short Term Activity: 

The Points Expiry Date for your Velocity account will be the last day of the month following the month in which the Short Term Activity occurs (for instance, if you carry out a Short Term Activity on 6 August 2024, your Points Expiry Date will be set to 30 September 2024).

• If you do have Points in your Velocity account (therefore you have an existing Points Expiry Date) and your last transaction is a Short Term Activity:

The existing Points Expiry Date for the Points in your Velocity account will be extended to the last day of the month following the month of your existing Points Expiry Date (for instance, if your existing Points Expiry Date is 7 November 2024 and you carry out a Short Term Activity on 6 August 2024, your Points Expiry Date will be extended to 31 December 2024). 

Long Term Activities:

• earning, redeeming or transferring Points through your Velocity account, or transferring Points to your Velocity account, with us or one of our partners (excluding family transfers or Family Pooling);
• receiving Points transferred by a Virgin Australia Business Flyer member to your Velocity account; or 
• buying Points for your Velocity account using Points Booster (clause 3.2)

Short Term Activities:

• earning Points on your Velocity account in a Family Pool as a beneficiary account member;
• receiving Points transferred by a Family Member to your Velocity account (see what we mean by this in clause 5); or
• receiving Points transferred to your Velocity account as inheritance from another Velocity member's account.

4  REDEEMING POINTS FOR REWARDS

4.1 The basics

When you use your Points for Rewards, this is referred to as “redeeming Points”. We allow you to redeem Points with the help of our partners who supply Rewards. Points can only be redeemed as provided in these Terms or as we otherwise expressly allow.

Rewards are subject to availability and any terms and conditions imposed by the supplier of the Rewards. The partners we work with usually also have separate terms and conditions that may also govern your relationship with them as well as the supply of Rewards. A list of current Rewards is available. We can’t guarantee the availability of Rewards.

You’ll only be able to redeem Points for a Reward if you have the required number of Points in your Velocity account for that Reward. We’ll let you know how many Points you’ll need to redeem and any cash amount (if applicable) you’ll need to pay to obtain a Reward. We usually set this out on the Velocity website (e.g. see the Reward Seat points and carrier charges tables). In some cases, you’ll need to call the Membership Contact Centre to find out how many Points (and dollars) you’ll need to redeem a Reward.

If you have queries or complaints about the quality or otherwise of a Reward, please contact the supplier of that Reward in the first instance. You can also contact the Membership Contact Centre. 

4.2 Flight Rewards

You can use your Points to redeem a flight Reward offered by Virgin Australia and airline partners in accordance with these Terms. Please consider the Fare Rules and the relevant airline’s conditions of carriage that apply for each type of flight Reward before making a booking.

A Flight Sector is a single direct flight between two consecutive locations (e.g. Sydney to Melbourne direct is one Flight Sector).

5. TRANSFERRING POINTS (it’s different from redeeming them for rewards)

In these Terms, a Family Member is someone who is related to you in any of the following ways: husband, wife, domestic partner or de facto, mother or father (including in-law), son or daughter (including in-law), brother or sister (including in-law), great-grandparent, grandparent or grandchild, uncle or aunt, niece or nephew, first cousin, or any foster, step or adopted relationship in any of these categories. You may be required to provide evidence to our reasonable satisfaction that this person is related to you.

5.1 Family Pooling

A Family Pool lets Family Members who live at the same residential address, transfer their Points, or Points and Status Credits, from up to 5 contributors to 1 beneficiary. All Famliy Members in the Family Pool must ensure that the same residential address is included in the relevant Velocity membership accounts when a Family Pool is created and maintained. To update your residential address, please log into your Velocity membership account and update your profile.

A beneficiary is the member that receives the Points, or Points and Status Credits, fro mthe contributor(s) in the Family Pool.

A contributor is the member that chooses to pool newly earned Points, or Points and Status Credits into the beneficiary's account.

Some further Family Pooling rules:

• Once a contributor has joined a Family Pool, all newly earned Points, or Points and Status Credits, will automatically be transferred on an ongoing basis to the beneficiary. Any existing Points and Status Credits at the time the contributor joined the Family Pool won't be transferred to the beneficiary.
• A contributor cannot choose how many Points and Status Credits the beneficiary receives on a per transaction basis. Any pooled Points and Status Credits cannot be reversed to the contributor's account.
• If you're a contributor, you can start or stop contributing to a Family Pool at any time by logging into your Velocity account and accessing the Family Pool section.
• A Family Pool can have up to 6 members at a time with only 2 members aged 18 years or over. If a third Family Pool member turns 18, they'll be automatically removed from the Family Pool.
• In each calendar year, a contributor can only contribute to a maximum of 2 beneficiaries and only 1 beneficiary at the same time.
• Upon our request, you may be required to demonstrate to our reasonable satisfaction that you have the same residential address as other members in the Family Pool.
• We can cancel a Family Pool (including automatically removing members from a Family Pool) at any time if the Family Pool doesn't comply with these Terms.

5.2 Points transfers to Singapore Airlines

You can transfer Points from your Velocity account to, and you can receive a transfer of miles from your Singapore Airlines PPS Club / KrisFlyer membership account (Singapore Airlines account), subject to these rules:

• you must first link your Velocity account and Singapore Airlines account and to do this your first name, surname and date of birth details in each account must match;
• each Points transfer from your Velocity account must be a minimum of 5,000 Points;
  
  
• you can’t reverse Points transfers once made (so ensure you’ve entered correct details first); and
  
  
• a fee applies when transferring Points through the Membership Contact Centre.
  
  

In accordance with these Terms, we can vary the rate at which Points can be converted between your Velocity account and your Singapore Airlines account, and we'll do this in accordance with clause 1.4 (which explains when and how we'll give you notice of changes).

5.3 Points transfers to Family Members

You can transfer Points from your Velocity account to the Velocity account of any of your Family Members (see what we mean by this in clause 5 above), subject to these rules:

• you can make up to 4 Points transfers each year from your Velocity account to Family Members;

• each Points transfer must be for a minimum of 5,000 Points and a maximum of 125,000 Points;
  
  
• you can’t reverse Points transfers once made (so ensure you’ve entered correct details first); and
  
  
• a fee applies if you transfer Points through the Membership Contact Centre.

• Family Members do not have to live at the same residential address (which is required for Family Pooling) to transfer Points to each other under clause 5.3.

6. EARNING STATUS CREDITS

6.1 The basics

Status Credits are a member benefit that you can earn when you buy products or services from selected partners that are eligible to earn Status Credits (primarily Virgin Australia and selected airline partners) – we refer to this as making an ‘eligible Status Credits earn transaction’. Status Credits are only used to determine your Status level and your eligibility for certain member benefits. Status Credits don’t have a cash value and can’t be converted to cash (and they aren’t property or currency).

Status Credits earned from eligible airline partner transactions will expire 365 days from the flight departure date. Status Credits earned from eligible non-airline partner transactions will expire 365 days from the date they’re credited to your Velocity account after an eligible Status Credits earn transaction.

You can earn Status Credits for eligible Virgin Australia flights and eligible selected airline partner flights travelled from your join date or up to 30 days before your join date if you submit a retrospective claim. You can earn Status Credits on eligible transactions with selected non-airline partners from your join date. For details of current partners and Status Credits earn rates and restrictions, check out the partner pages on the Velocity website.

Eligible Status Credits earn transactions and the terms on which you can earn Status Credits differ between partners and may vary depending on your membership Status. Please check the Status Credits earn rates and applicable partner terms and conditions before making an eligible Status Credits earn transaction with a partner. Offers may also be sent directly to you. These offers may be personal to you and are sometimes not made available to all members.

Some other important things you need to know about earning Status Credits:

• You’ll earn Status Credits based on the fare type originally purchased, even if you purchase or use Points to travel on an upgraded fare (unless you paid the full fare difference between the original fare type ticketed and the new higher fare type, and were reissued with a ticket in the higher fare type).

• If your Virgin Australia flight is booked in conjunction with another airline (excluding Link Airways and Alliance Airlines), the Status Credits you earn will be based on the fare type and the number of miles you are travelling.

• You won’t earn Status Credits on Reward Seat tickets (including reward tickets issued by our airline partners), complimentary tickets, tickets purchased as part of a packaged holiday, or tickets which are subject to conditions that exclude Status Credits earn. On some airline partner flights, you may not earn any Status Credits at all due to the terms of our commercial arrangements with partners.
  
  
• You may not earn Status Credits on eligible transactions if you don’t provide your Velocity number or show your Velocity card at the time you make an eligible earn transaction or when we or a partner ask for it. 
  
  
• Please make sure your name and Velocity number recorded in your itinerary exactly matches your Velocity account details, or you may miss out on earning Status Credits.
  
  
• We’ll only allocate Status Credits to the Velocity account of the member who makes the eligible Status Credits earn transaction. You won’t earn Status Credits for others flying with you, even if you have paid for their ticket (unless you have an eligible Family Pool).
  
  
• You won’t earn Status Credits for any Flight Sector that isn’t flown or that is refunded. We won’t allocate Status Credits, and we can reverse any Status Credits allocation, for any transaction which has been cancelled, refunded or where products or services are returned or aren’t supplied. We can also reverse any allocation of Status Credits if they have been allocated in error by us.
  
  
• We do our best to allocate Status Credits earned from eligible Virgin Australia marketed and operated flights within 2-3 days of completed travel but timing may vary. There may sometimes be a delay between eligible Status Credits earn transactions with partners and you receiving Status Credits in your Velocity account.
  
  
• We won’t allocate Status Credits for eligible transactions if you’ve already earned Status Credits in another airline loyalty program. If you’re also a member of another airline's loyalty program, then you can earn only one of Status Credits in Velocity or frequent flyer status credits in the other airline's loyalty program for an eligible Status Credits earn transaction. You can nominate your preferred loyalty program at time of booking. It is your responsibility to ensure that the loyalty program nominated in your booking is correct prior to departure, including any flight booking that has been made for you by someone else (such as a travel agent). If you have flown and earned Velocity Status Credits, we will not reverse any allocation of Status Credits because a Velocity account number was incorrectly included. If you have flown and earned frequent flyer status credits in another airline's loyalty program, we will not accept a retrospective earn claim, whether or not those frequent flyer status credits earned with another airline's loyalty program have been reversed. We aren’t responsible for the operation of other airline's loyalty programs and any Status Credits or other benefits under these programs are subject to the terms and conditions of those programs.

6.2 What to do if you think you’re missing Status Credits

If you have an enquiry about an eligible Status Credits earn transaction (e.g. you think the Status Credits you’ve earned are wrong or you haven’t received Status Credits) or you want to make a retrospective claim (if available), you must submit a claim through the missing Points claim tool on the Velocity website no later than 180 days from the date of the Status Credits activity you’re asking about.

We may not be able to help you with your enquiry (i.e. you may miss out on earning Status Credits) if it isn’t made within the above timeframes.

7.  EARNING FREQUENT FLYER STATUS

7.1 The basics

Your Status level with Velocity determines the types of member benefits you’re entitled to access. Below are some important concepts to understand:

• Status: your membership level with Velocity determined according to the Eligible Sectors you’ve flown and Status Credits you’ve earned in the previous 365 days. You’ll either be Red, Silver, Gold or Platinum membership level. You can only be one Status level at a time. Your Status Credits balance is calculated daily on a rolling basis according to Status Credits earned in the previous 365 days.
• Eligible Sector: a flight with a “VA” flight number that you have flown excluding Reward Seats and Economy Lite fares. Your Eligible Sector balance is calculated daily on a rolling basis according to Eligible Sectors flown in the previous 365 days.
  
  
• Benefit Period: 12 months starting on the day your membership level is upgraded, maintained or downgraded (whichever happened most recently). Your Benefit Period restarts each time an upgrade, maintain or downgrade event happens.
  
  
• Review Date: the last day of your Benefit Period.
  
  

When you join Velocity, you’ll be assigned Red Status. Each Status level has different member benefits, read more about Status.

Your Status level is assessed daily based on your Status Credits and Eligible Sector balances to determine if you’re eligible to upgrade your Status level.

If you meet the eligibility criteria for a Status level, you’ll be upgraded to that Status level for your Benefit Period. On each Review Date, if you still meet the eligibility criteria for a Status level, you’ll maintain that Status level for a further Benefit Period after the Review Date. If you don’t meet the eligibility criteria for a Status level on your Review Date, you’ll be downgraded to the Status level below your current Status level.

We may upgrade, downgrade or maintain your Status level in accordance with these Terms.

7.2 How to upgrade or maintain your Status

To upgrade your status, you need to have flown the number of Eligible Sectors and earned the number of Status Credits set out below during the previous 365 days – calculated daily on a rolling basis.

Once you upgrade to a higher level of membership, you will have 12 months (from the day of your upgrade to your new Review Date) to achieve the required number of Status Credits and Eligible Sectors to maintain your membership.

To maintain your Status

8. BENEFITS FOR STATUS MEMBERS

8.1 Guaranteed Economy Reward Seats for up to 4 guests – Platinum members

Platinum members can make one Reward Seat booking in each Benefit Period, for up to 4 guests, to fly on an Economy class return flight, either on an Australian domestic or short haul international flight marketed and operated by Virgin Australia with a VA flight number, subject to these rules:

• Platinum member must be travelling on the booked flight and the Points must be redeemed from their Velocity account.
• Platinum member must contact the Membership Contact Centre to request a booking and advise desired departure and return dates, destination and number of guests. The booking must be made at least 6 months prior to the desired departure date and allow one day for Virgin Australia domestic flights (3 days for international flights) either side of the desired departure and return dates. We can choose the flight date, time and route at our discretion but will consider your desired travel plans.
• Must include the same origin and destination in both directions for return travel and may not include stopovers of more than 6 hours between Flight Sectors.
• If redeemed for less than 3 accompanying guests or for a one way booking only, the remainder of the benefit will be forfeited.
• Benefit expires if the flights aren’t booked before the Platinum member’s next Review Date.
• To the extent permitted by law, changes to and cancellation of bookings are restricted and may incur rebooking or cancellation fees (or both).
• Platinum members who don’t live in Australia or New Zealand are responsible for their own costs of getting to Australia or New Zealand to access this benefit.
• The number of Points required for a Guaranteed Economy Reward Seat varies according to the distance flown, as displayed in our Reward Seat tables, plus any applicable taxes, fees and carrier charges.
• Guaranteed Economy Reward Seat bookings cannot be made in conjunction with any discount or special Reward Seat offers. 

8.2 Guaranteed Economy Reward Seats for up to 4 guests – Gold members

Gold members can make one Reward Seat booking with in each Benefit Period, for up to 4 guests on Economy class return flights on Virgin Australia Domestic services, subject to these rules:

• Gold member must be travelling on the booked flight and the Points must be redeemed from their Velocity account.
• Gold member must contact the Membership Contact Centre to request a booking and advise desired departure and return dates, destination and number of guests. The booking must be made at least 6 months prior to the desired departure date and allow one day either side of the desired departure and return dates. We can choose the flight date, time and route at our discretion but will consider your desired travel plans.
• Must include the same origin and destination in both directions for return travel and may not include stopovers of more than 6 hours between Flight Sectors.
• If redeemed for less than 3 accompanying guests or for a one way booking only, the remainder of the benefit will be forfeited.
• Benefit expires if the flights aren’t booked before the Gold member’s next Review Date.
• To the extent permitted by law, changes to and cancellation of bookings are restricted and may incur rebooking or cancellation fees (or both).
• The number of Points required for a Guaranteed Economy Reward Seat varies according to the distance flown, as displayed in our Reward Seat tables, plus any applicable taxes, fees and carrier charges.
• Guaranteed Economy Reward Seat bookings cannot be made in conjunction with any discount or special Reward Seat offers. 

8.3 Complimentary partner membership – Platinum and Gold members

Platinum and Gold members are entitled to enrol once into one car hire loyalty program and one hotel loyalty program, with a nominated partner, at no charge for a minimum of 12 months (Complimentary Partner Membership). By enrolling in the Complimentary Partner Membership, you will need to accept the terms and conditions of that partner’s program.

Your membership level for Complimentary Partner Membership will be reasonably equivalent to your membership level in Velocity, as determined by the relevant partner. Complimentary Partner Membership will end after 12 months from the date of nomination by the Platinum or Gold member. Your eligibility for continued membership, and membership level, in the partner’s loyalty program after 12 months is subject to you fulfilling the eligibility requirements specified in, and complying with, the partner’s program terms and conditions.

Velocity will be selected as your nominated loyalty program for eligible Points earn transactions with the relevant partner during your Complimentary Partner Membership. Velocity will continue as your nominated loyalty program once the Complimentary Partner Membership has ended, unless you contact the partner and change it.

We’re not responsible for the delivery of partner programs, including the provision of membership benefits in the partner program.

8.4 Virgin Australia Lounge access – Platinum, Gold and Silver members

Platinum and Gold members are entitled to complimentary access to the Virgin Australia Lounge during their Benefit Period. Silver members are allocated 2 single-entry vouchers upon reaching or maintaining Silver Status; these expire 12 months after being added to your Velocity account. Virgin Australia Lounges do not include the Beyond Lounges and are only available in selected airports in Australia. Entry to the Virgin Australia Lounge is subject to the terms and conditions of the Virgin Australia Lounge. Lounge access may be limited during peak periods and disruptions, like during poor weather. View a list of Virgin Australia Domestic Lounge locations.

Lounge passes are non-transferable and must be used either by you or a guest accompanying you (if you’re already entitled to access the Virgin Australia Lounge).

8.5 Airline partner Lounge access – Platinum and Gold members

Platinum and Gold members are entitled to complimentary access to selected partner lounges during their Benefit Period. When you visit a lounge operated by our partner (like Singapore Airlines or Etihad Airways) you’ll need to present your boarding pass and Velocity card. Entry to partner lounges is subject to the partners’ terms and conditions, find more information

8.6 Fly Ahead – Platinum and Gold members

Platinum and Gold members with a confirmed booking for a Virgin Australia marketed and operated domestic flight, who arrive at the airport in time for an earlier flight than their booked flight, can request that they and up to 3 accompanying guests on the same booking, be carried on an earlier domestic flight, on the same route, operating on the same day, as their original booking (Fly Ahead).

A Fly Ahead request is not guaranteed, and in addition to the above rules, is subject to the following rules:

• Fly Ahead is subject to availability and this is controlled by Virgin Australia. While an earlier flight may have seats available, these may not be available for Fly Ahead.

• Platinum and Gold members may only request to Fly Ahead on domestic Virgin Australia marketed and operated flights (or other airlines operating on behalf of Virgin Australia e.g., Alliance Airlines), operating on the same day and on the same route as per their original booking.

• For Platinum members, Fly Ahead is available on Business, Economy Flex or Economy Choice, and Business or Economy Reward fares.

• For Gold members, Fly Ahead is available on Business or Economy Flex fares, and Business or Economy Reward fares.

• Fly Ahead is not available to members travelling on group bookings or Economy Lite fares.
  
  
• Fly Ahead cannot be requested at the Lounge if the relevant member has check-in baggage or is at a mid-way point of a connecting journey.
  
  
• Fly Ahead is only available for individual Flight Sectors departing from the location at which the request is made.
  
  
• Fly ahead requests can be made:
  • By Platinum and Gold Members, at the Virgin Australia Lounge or kiosk (where kiosk Fly Ahead functionality is available) for members with no check-in baggage, or at the Virgin Australia Priority check-in counter or Service Desk for members who have baggage and have not yet checked in. Requests must be made at least 30 minutes before the scheduled departure time while the flight is still open for check-in.
  • By Platinum Members, calling the Virgin Australia Guest Contact Centre at least 1 hour before the scheduled departure time while the flight is still open for check-in. Platinum Members can request to Fly Ahead on a flight between Brisbane, Sydney and Melbourne departing up to 2 hours prior to their booked flight, and for all other domestic Virgin Australia flights, on a flight immediately prior to their booked flight.
    
    
• Platinum and Gold members and up to three accompanying guests  in the same booking who request Fly Ahead  must hold confirmed seats on the same Virgin Australia marketed and operated domestic flight.
  
  
• Catering for Business class guests is not guaranteed on the Fly Ahead flight.
  
  
• Platinum and Gold members requesting to Fly Ahead cannot change their route or change their booking to connecting flights (flights must remain as a single Flight Sector).
  
  
• Where the Platinum or Gold member originally purchased a fare in the Economy cabin, the member can only request to move to an earlier flight where there are Economy seats available for Fly Ahead. Where the member originally purchased a fare in the Business cabin, the member can request to move to an earlier flight where there are Business, Economy X or Economy seats available for Fly Ahead. However, if the request is granted and the member and their accompanying guests (if applicable) are moved to an earlier flight in lower fare type (including lower cabin class) than what was originally purchased), the member won't receive a refund of any difference in the fare price (unless they are entitled to a refund under the Australia Consumer Law).

• Other guests on the earlier Virgin Australia fligh will not be removed from the relevant flight to accomodate a Fly Ahead request.

8.7 Membership pause for parental leave – Platinum, Gold and Silver members

Platinum, Gold and Silver members who wish to spend time caring for a child under 2 years (including adoption) can apply to have their Velocity account paused for 6 months to maintain a Status level (Membership Pause). We’ll reasonably consider any request for Membership Pause requested during your Benefit Period only (i.e. while you still have your Status).

You’re entitled to apply for Membership Pause once for each child, up until that child reaches 2 years. There can be up to 2 member parents on Membership Pause, for the same child, at any one time. You can call the Membership Contact Centre to apply for Membership Pause. You’re limited to one approved Membership Pause each 24 month period.

During the Membership Pause, you:

• can continue to earn Status Credits and earn and redeem Points;
  
  
• will continue to have expired Status Credits removed from your Velocity account;
  
  
• can continue to redeem any remaining benefits associated with your membership level prior to your original expiry date before the pause was initiated;
  
  
• can’t be upgraded to a higher Status level by earning sufficient Status Credits and flying the required number of Eligible Sectors; and
  
  
• can’t request to be taken off the Membership Pause.

At the end of the Membership Pause, you’ll maintain your existing Status level for a further 12 months, unless you’ve earned enough Status Credits and flown the required number of Eligible Sectors to upgrade to a higher Status level.

8.8 Priority waitlist – Platinum, Gold and Silver members

Platinum, Gold and Silver members can make a waitlist booking for a seat in a cabin if all seats in the desired cabin of a Virgin Australia marketed and operated flight are fully booked. If a seat becomes available in the desired cabin, priority to purchase that seat will be given to members according to their Status level in the following order: Platinum members first, then Gold members, then Silver members.

Priority waitlist applies only to bookings made in Economy Flex or Business fares on Virgin Australia marketed and operated flights. A Priority waitlist booking doesn’t guarantee that a seat will be made available for purchase.

8.9 UpgradeMe Points

UpgradeMe Points flight upgrades allows you to use Points to upgrade to a higher cabin class on Virgin Australia marketed flights (we call this benefit UpgradeMe Points).

10.  OTHER MEMBERSHIP BENEFITS

10.1 Pilot Gold or Discover Gold

We may offer selected members the ability to trial Gold Status for 3 months (this is called a Pilot Gold or Discover Gold Trial). We offer this benefit at our discretion and we don’t guarantee that you’ll be offered it.

During a Pilot Gold or Discover Gold Trial:

• you’ll only receive some member benefits connected with Gold Status. Benefits you won’t receive include: Gold member baggage tag, complimentary partner memberships, guaranteed Reward Seat, membership pause for parental leave;
  
  
• you’ll continue to earn Status Credits, Points and Eligible Sectors in the same way as other members; and
  
  
• your Status Credits balance will reflect the number of Status Credits, Points and Eligible Sectors you’ve earned since receiving a Pilot Gold or Discover Gold Trial.
  

You can maintain Gold Status for a further 12 months if you earn 80 Status Credits and fly at least one Eligible Sector, before the Pilot Gold or Discover Gold Trial ends. If you don’t achieve this, your Status level will be assessed in accordance with these Terms, and you will receive Velocity Silver Status for a period of 12 months.

11.  OTHER IMPORTANT STUFF

11.1 Fees and charges / Fee table

From time to time, we may charge fees to members for benefits or features connected with Velocity. We may also introduce new fees or change these fees from time to time. We'll do this in accordance with clause 1.4 (which explains when and how we'll give you notice of changes).

Additional fees apply (see fee table below) if you access certain benefits or features of Velocity through the Membership Contact Centre rather than through the Velocity website. Fees are in Australian dollars (AUD) and include GST where applicable.

If you’re unable to access the Velocity website because of disability or impairment, we may waive any fee that would otherwise apply.