Top 10 Virgin Australia FAQs | Top Velocity FAQs

Top 10 Virgin Australia FAQs

What is happening during Virgin Australia’s system transition period?

Virgin Australia will move from two booking and check-in systems to one globally recognised system SabreSonic CSS. This will enable us to enhance the travel experience for our customers. Some of the key benefits of the new system for our customers will include faster service, easier check-in processes and more options for flight bookings. Customers with multiple flight connections on 11 of our partner airlines will now have improved transfer experience, receiving all their boarding passes at the commencement of their journey.

I am flying after 13 January, will I be impacted?

If you are travelling between 12 and 20 January 2013, whilst every effort has been made to minimise disruption, we are likely to experience some delays at check-in across some of our airports. We will be monitoring the situation very closely and we will have additional staff in place to provide assistance with check-in.

If you are travelling with us during this period, please bring a printed copy of your Virgin Australia E-ticket or itinerary and arrive at the airport check-in:

• At least 60 minutes prior to departure for Domestic flights
• At least 3 hours prior to departure for International flights

Please note that from 14 January 2013, all Virgin Australia flight numbers will begin with the code “VA” rather than “DJ”.

I’m flying on a service operated by a Codeshare partner where do I check in?

There are no changes to flights with our Codeshare partner airlines as a result of our new booking and check-in system – please check in at the check-in counter of the codeshare partner airline operating the flight. For example, if you are on a flight operated by Air New Zealand as part of our Codeshare agreement, you will need to check in at the Air New Zealand check-in counter. Read more information about our Codeshare partnerships.

When travelling on connecting flights with a Virgin Australia alliance partner, do I have to check in again the connecting flight?

The introduction of our new booking and check-in system, SabreSonic CSS, means that for the first time Virgin Australia will offer a seamless check-in experience for guests connecting onto 11 of our partner airlines. This means when you check in, we will be able to provide you with boarding passes for all your connecting flights, removing the need to check in at each destination listed on your itinerary.

Will your new system result in extra credit charges?

In our new booking and check-in system, guests may incur fewer credit card charges as instead of paying per sector; guests will pay a service fee per person, regardless of how many connecting flights are included in a journey.
Information about our fees and surcharges can be found on the Virgin Australia website under Fees and Surcharges.

I booked a V Saver fare, however the fare name has changed to Flexi; does this mean I have greater flexibility with my bookings?

Under the new Sabre booking and check-in system, we have enhanced our fare offering to ensure that we offer the same fare types across our domestic and international network.
This has resulted in changes to our fare names. However, the fare conditions and inclusions offered at the time of purchase remain the same. Although the fare name has changed from V Saver to Flexi, your booking will still maintain V Saver fare conditions and inclusions.

Read about our fare types and fare rules and inclusions.

Why have the baggage allowances changed?

The weight of each bag piece will now be consistent within the cabin. Economy class cabin fares will have a checked baggage weight limit of 23kgs per piece, while Premium Economy and Business Class cabins will have a weight limit of 32kgs per piece.

Can I still book a hire car through the flight booking process?

Our new booking and check-in system cannot currently process hire cars through the flight booking process. We're working to introduce this in the coming months. In the meantime, guest can continue to book and be rewarded for hire cars and hotels by clicking on the links to car hire and hotels on the Virgin Australia website or by calling our Guest Contact Centre.

What is Travel Bank?

Travel Bank is a new account that keeps your flight credits in a safe place for future flights. This tool will replace our current system of credit shells, vouchers and ticket credits. When you log in to your Travel Bank account you can view all your credits.

How do I use my Travel Bank Account to pay for flights?

You will be able to pay or partially pay for flights using your Travel Bank credit on the Virgin Australia website, or by calling our Guest Contact Centre. You may also use a combination of Travel Bank and credit card to pay for flights. Travel Bank credits can be used towards any Virgin Australia booking with the exception of bookings that include Velocity Frequent Flyer Points as a method of payment and Virgin Australia Holiday Packages. Travel Bank credits can also be used to pay for fare differences and change fees. Travel Bank credits are valid for 12 months from date of issue. Once individual credits expire they cannot be extended. Travel Bank also applies credit for payment based on expiration dates, so you can make sure you are paying with the credits that are due to expire first.

Top Velocity FAQs

My Points and Status Credit balance doesn’t seem to reflect some recent earning activity?

The allocation of Points and Status Credits for recent earning activity can take up to a week to be processed into your Account. If after 7 days Points and/or Status Credits are not visible in your Account, please lodge a retro claim via the Claim Missing Points link in My Account or contact the Membership Contact Centre.

I’m having problems making a redemption booking, what should I do?

Our team is working hard to have full redemption availability accessible as soon as possible. For any urgent redemption bookings, please contact the Membership Contact Centre or alternatively, please try again in a few days.

Can I book flights with Velocity’s Airline Partners online?

You can redeem your Points for Virgin Australia domestic and international flights online, 24 hours a day 7 days a week.If you would like to redeem your Points for a flight with our airline partners, please contact the Membership Contact Centre and they will assist you with your booking.

I want to fly Singapore Airlines or Virgin Atlantic next week but it seems I can’t?

We can help you make redemption bookings for Singapore Airlines and Virgin Atlantic flights for travel after 1 March 2013. To make a redemption for travel after 1 March 2013, please call the Membership Contact Centre.

What is happening during Virgin Australia’s system transition period?

Virgin Australia will move from two booking and check-in systems to one globally recognised system SabreSonic CSS. This will enable us to enhance the travel experience for our customers. Some of the key benefits of the new system for our customers will include faster service, easier check-in processes and more options for flight bookings. Customers with multiple flight connections on 11 of our partner airlines will now have improved transfer experience, receiving all their boarding passes at the commencement of their journey.

Can I select my seat when making a Virgin Australia booking?

You can now select your seat at the time of booking free of charge, or at the time of check-in. Following a booking, you can make a seat selection by calling the Guest Contact Centre.

On flights marketed and operated by Virgin Australia you can also select your preferred seat from reserved zones, which are determined by your Velocity membership level and the fare class booked.

When making a flight booking with Virgin Australia, including any bookings using Points, you will need to login to your Velocity Account via the panel on the right hand side of the page when selecting your preferred flights. This will ensure the appropriate seats available for your level of membership are displayed correctly.

I am flying after 13 January, will I be impacted?

If you are travelling between 12 and 20 January 2013, whilst every effort has been made to minimise disruption, we are likely to experience some delays at check-in across some of our airports. We will be monitoring the situation very closely and we will have additional staff in place to provide assistance with check-in.

If you are travelling with us during this period, please bring a printed copy of your Virgin Australia E-ticket or itinerary and arrive at the airport check-in:

• At least 60 minutes prior to departure for Domestic flights
• At least 3 hours prior to departure for International flights

Please note that from 14 January 2013, all Virgin Australia flight numbers will begin with the code “VA” rather than “DJ”.

Why has the baggage allowance changed when travelling on Virgin Australia domestic and international short haul services from 13 January 2013?

The baggage allowance on Virgin Australia has changed to align baggage allowances throughout cabin classes and will be calculated based on cabin class and Velocity Membership level.

The maximum weight of each piece will now be consistent for all Members travelling within each cabin, i.e. Economy cabin up to 23kg per piece, Premium Economy and Business Class cabins up to 32kg per piece.

Read more information about baggage allowances.

If I made a booking prior to 13 January 2012, for travel after 13 January 2013, will my baggage allowance change?

For Velocity Red Members who have made bookings prior to 13 January 2013, for travel after 13 January 2013, the baggage allowance that applies is based on the booking date of the reservation.

• If a Red Member books a Saver Fare prior to 13 January 2013, for travel after 13 January 2013, and has not pre-purchased a baggage allowance, they will not receive a baggage allowance.
• If a Red Member books a Saver Fare from 13 January 2013, they will receive a baggage allowance of one piece, up to 23kg.

For Velocity Silver, Gold and Platinum Members, who have made bookings prior to 13 January 2013, for travel after 13 January 2013, the complimentary baggage allowances will apply based on their Membership level at the time of travel, rather than booking.

Please refer to the new baggage policy for allowances.

My redemption booking was made before 13 January 2013, am I able to make changes to this booking?

Yes. If you would like to make changes to your current booking, please contact our Membership Contact Centre. Fees may apply.

Why have I not received the Points for a flight that I have taken even though I included my Velocity Membership Number in my booking?

There are a number of different reasons why your Points may have not been credited to your Account. If you have not received the Points for a previous flight you can submit a Retro Claim to be forwarded to our Membership Contact Centre for assessment.
Read about on how to submit a Retro Claim.

If I have forgotten to add my Velocity Membership Number to my booking, can I add it to my booking online via “Manage Your Booking”?

Yes. You can add your Velocity Membership Number to your booking online via Manage Your Booking. You can also add your Velocity Membership Number when checking in for a domestic flight via the Virgin Australia website or by contacting our Membership Contact Centre.

Can I submit a Retro Claim for Points and Status Credits for a flight taken prior to 13 January 2013?

Yes. You can submit a Retro Claim for your flight via the usual process. Find out more about submitting a Retro Claim.