(a) These Terms and Conditions govern Lounge Membership and use of and access to the Lounge.
(b)You and Us are responsible for complying with these Terms and Conditions. The Terms and Conditions that apply to Lounge access are those in force at the time of entry to the Lounge.
(c) Your Lounge access is subject to these Terms and Conditions and any applicable law.
(d) You have certain rights under the Australian Consumer Law. These include Consumer Guarantees that the services we provide to you will be carried out by us with due care and skill, will be fit for the purpose we disclose and will be supplied within a reasonable time. Where we fail to provide services to you in accordance with these Consumer Guarantees or otherwise in accordance with these Terms and Conditions, then you may have a right to seek a remedy from us in accordance with the Terms and Conditions, our policies and any applicable law, including the Australian Consumer Law. Nothing in these Terms and Conditions excludes or limits the Consumer Guarantees or any other statutory rights that you may have under applicable laws (including the Australian Consumer Law) that cannot be excluded. You can find out more about the Consumer Guarantees here . This is a summary of some of your rights under the Australian Consumer Law. It is not an exhaustive list and is not legal advice.
1.2 Changes to these Terms and Conditions
(a) Virgin Australia may vary these Terms and Conditions from time to time. We will act reasonably in making changes and will publish changes to the Terms and Conditions on www.virginaustralia.com/thelounge.
(b) If we make a material change to the Terms and Conditions or the services or facilities offered or available to you, we will try to give Members and Velocity Members who have access to the Lounge through their Velocity Membership level at least 30 days’ notice using the email address recorded in your Velocity Account. However, we may give you less or no notice if we need to make urgent changes, such as to comply with applicable Laws, or where we cannot control the timing of a change (for example, due to arrangements with third parties). If we make a material change that affects your current Membership, and you no longer wish to continue with your Membership, you may be entitled to terminate your Membership and receive a pro-rata refund under clause 8.1(e).
In these Terms and Conditions, unless the context otherwise requires:
(a) Domestic Flight means a flight originating or terminating within Australia, which is operated by a Virgin Australia group airlines, selected Alliance Airlines and Link Airways operated Virgin Australia flights, or selected partner airline (as advised by us from time to time).
(b) Eligible Flight means an individual’s:
(i) Domestic Flight for travel on the same day; or
(ii) International Flight for travel on the same day.
(c) Eligible Partner Airline Status Member means any person who holds the relevant status of loyalty with selected partner airlines where Virgin Australia has an agreement to allow these people entry into a Lounge. For a list of selected partner airlines, refer to Virgin Australia's airport lounges | Virgin Australia
(d) Eligible Partner Credit Card Holder means a person who holds an eligible credit card which provides Lounge access while the eligible credit card is valid.
(e) Guest or you means any individual who is eligible to access the Lounge, including but not limited to Members, Invited Guests, Velocity Members, Single Entry guests, Business Class passengers, Eligible Credit Card Holders, and Eligible Partner Airline Status Members.
(f) Individual Member means a person who pays the applicable membership fee and joining fee and is not a Lifetime Member or Scheme Member.
(g) International Flight means a flight originating or terminating in Australia that is not a Domestic Flight, which is operated by a Virgin Australia group airline or selected partner airline (as advised by us from time to time).
(h) Invited Guest means a person who enters a Lounge as a guest of a Lounge Member, Velocity Gold Member, Velocity Platinum Member, Eligible Partner Airline Status Member or Eligible Partner Credit Card Holder.
(i) Lifetime Member means a person who pays the applicable membership fee and has a continuous Membership to the Lounge for the duration of their natural life, for as long as Virgin Australia operates airport Lounges.
(j) Loss means any loss, damage, cost or expense, including consequential or indirect loss, loss of savings, business opportunities, revenue, profit and/or damage to goodwill.
(j) Lounge means lounges located in Australian domestic ports operated by Virgin Australia.(k) Member means a member of the Lounge and includes an Individual Member, Lifetime Member, Senior Lifetime Member and Scheme Member. It does not include a Velocity Gold Member, Velocity Platinum Member, a guest using a Single Entry or Invited Guest.
(l) Membership means membership held by a Member to access the Lounges.
(m) Membership Card means a Velocity Frequent Flyer membership card, or Virgin Australia Lounge Membership card, whichever is applicable, in either digital or physical format.
(n) Occupant means a Guest who has entered and is occupying a Lounge.
(o) Scheme or Scheme Membership means a type of Membership for which a corporate, government or industry association that has entered into an agreement with Virgin Australia to provide discounted Lounge Membership to individuals from that association.
(p) Scheme Member means a nominated individual from a corporate, government or industry association who are eligible for discounted Lounge Membership and pays the applicable membership fees (and joining fee, if applicable).
(q) Senior Lifetime Member is a Lifetime Member who is aged 60 years and over at the time they become a Lifetime Member.
(r) Single Entry means a one-off entry to a Lounge at eligible domestic ports, which has been purchased at a Lounge reception, or is provided as a benefit of: (i) being a Velocity Silver Member; (ii) a participating credit card provider; or (iii) the Virgin Australia Business Flyer program.
(s) Velocity or Velocity Frequent Flyer means the loyalty program of the Virgin Australia which is owned and operated by Velocity Rewards Pty Ltd ACN 116 089 448 as trustee of The Loyalty Trust.
(t) Velocity Account means the account setting out the details of a Velocity Membership including Points, Status Credits, and Single Entries.
(u) Velocity Gold Member means a Velocity Member who has earned, in the previous 12 months, the number of Status Credits required to upgrade to, or maintain, Velocity Gold Membership level and who is provided complimentary Lounge access as a membership benefit.
(v) Velocity Member means a current member of Velocity.
(w) Velocity Platinum Member means a Velocity Member who has earned, in the previous 12 months, the number of Status Credits required to upgrade to, or maintain, Velocity Platinum Membership level and who is provided complimentary access to the Lounge as a membership benefit.
(x) Velocity Silver Member means a Velocity Member who has earned, in the previous 12 months, the number of Status Credits required to upgrade to, or maintain, Velocity Silver Membership level and who is provided two complimentary Single Entry Lounge passes as a membership benefit.
(y) Virgin Australia , us or we, means Virgin Australia Airlines Pty Ltd ABN 36 090 670 965.
3. Virgin Australia Lounge Membership
(a) Membership will be valid as follows:
- For Individual Members, for 12 months from the date the Membership is purchased.
- For Lifetime Members and Senior Lifetime Members, for the duration of their natural life, for as long as Virgin Australia operates airport Lounges.
- For Scheme Members, from the date the nominated individual purchases a Scheme Membership, to the date that is stipulated as the expiry date under the Scheme’s agreement with Virgin Australia.
Members will be required to pay the applicable membership and joining fees published at the time they purchase the Membership.
(a) Subject to clause 3.3
(b) Membership is not transferable.
(c) Subject to clause 3.3
(d) Renewal of Membership, and payment of the Membership fee is due upon the anniversary of the Member's date of joining. Where possible, we will provide you with a reminder of your Membership expiry date prior to the expiry of Your Membership. If Membership is not renewed within one month of its expiry, any subsequent application for its renewal will be subject to payment of the applicable joining fee in addition to the Membership fee. If Membership is renewed within one month of its expiry, the renewal will be backdated to the expiry date of the Membership.
(e) When we accept an application for Membership, we will provide you with a digital Membership Card, in your name, that allows you to access the Lounge when flying on an Eligible Flight. Your Membership is only valid for use by you.
(f) You must take reasonable steps to prevent unauthorised use of your Membership and must notify us as soon as possible if your account or Membership Card is compromised.
(g) You are responsible for ensuring that the details in your Velocity profile are accurate at all times. You must promptly advise of any change to your contact details by updating the 'My Details' section in your Velocity Account at https://experience.velocityfrequentflyer.com/ or by calling the Velocity Membership Contact Centre on 13 18 75. To the extent permitted by law, Virgin Australia excludes liability for any Loss suffered by you because you have failed to advise Us of any changes to your details.
3.2 Individual Members and Lifetime Members
(a) Individual Members and Lifetime Members must be Velocity Members, and over 18 years of age. You may be required to provide proof of age at any time during your Membership upon our reasonable request.
(b) Senior Lifetime Members must be Velocity Members and aged over 60 years of age. Proof of age is required at the time of purchase for Senior Lifetime Membership.
3.3 Scheme Membership
(a) Scheme Membership is available to nominated individuals from Schemes that have entered into an agreement with Virgin Australia to provide discounted Lounge Memberships to individuals from that Scheme. Nominated individuals must be Velocity Members to be eligible to receive a Scheme Membership. Once nominated, an individual has 30 days to purchase a Lounge Membership within the applicable Scheme before the nomination expires. Lounge Memberships associated with Schemes may have a common user expiry date, regardless of the date that nominated individuals purchase or renew Lounge Membership. Renewal of Membership and payment of the Membership fee is due upon the anniversary of the Member's date of joining or the common user expiry date (whichever is applicable).
(b) An individual’s Lounge Membership may be transferred to another individual from the same Scheme once per year, by contacting the Scheme coordinator and paying the applicable administration fee advised at the time of transfer.
(c) The Scheme coordinator is the administrative contact for all Scheme Members from that Scheme.
4. Virgin Australia Lounge Facilities and Services
(a) It is important to understand that the services, facilities and benefits of the Lounge may change over time.
(b) Subject to clause 4.1(c), Virgin Australia, acting reasonably, reserves the right to withdraw, cancel, or change in any way the services and facilities offered or advertised as available to any Occupant by virtue of their Membership or of their access or entry to the Lounge under these Terms and Conditions.
(c) Virgin Australia will use reasonable endeavours to advise you of any material changes to the services and facilities offered or available to You in connection with your access or entry to the Lounge in accordance with clause 1.2(b) of these Term and Conditions. If we make a material change that affects your current Membership, and you no longer wish to continue with your Membership, you may be entitled to terminate your membership and receive a pro-rata refund under clause 8.1(e). (d) Some of the services and facilities offered in the Lounge are provided by third party suppliers. We cannot guarantee that services and facilities offered by third party suppliers will continue to be available.
(c) Access to computer facilities and the internet may be available in the Lounge and is subject to availability. Virgin Australia does not represent or warrant that the computer facilities or internet access offered through the Lounge are free from computer viruses or other defects. To the extent permitted by law, Virgin Australia excludes liability for:
(i) any third party content on the internet that you may find offensive, upsetting, or defamatory. You are responsible for maintaining the security of all log-in identification information made available to you to access the internet or computer facilities in the Lounge.
(ii) any security breaches suffered by you when using the internet, including personal or information security breaches, and is not liable for any Loss suffered as a result of the unavailability of the internet or computer facilities, including interruptions during use.
(d) Meeting rooms may be available in some Lounges, subject to availability and payment of the applicable meeting room booking fee. Location of meeting rooms can be found Virgin Australia's airport lounges | Virgin Australia. Meeting rooms can be booked by contacting the Guest Contact Centre on 13 67 89 or speaking to Lounge team members at reception. Fees are subject to change at any time and will be published on the Virgin Australia website.
(e) Guests accessing the Lounge shall not make any audio recording or copy of the music playlists broadcast within the Lounge. Any such content must be deleted upon reasonable request by Lounge staff.
5. Access to the Virgin Australia Lounge
(a) Virgin Australia Lounge operating hours may vary without notice.
(b) Access to the Lounge and its services and facilities is subject to availability, and may be unavailable, restricted, limited or withdrawn at any time for capacity or operational reasons. During peak periods or when the Lounge is at or nearing capacity, priority will be given to Guests travelling in Business class, Lounge Members, Velocity Gold Members and Velocity Platinum Members with same day, onward travel on an Eligible Flight. Access for Single Entry, Eligible Partner Credit Card Holders, Eligible Partner Airline Status Member and complimentary or additional Guests may be restricted during these periods.
(c) All Guests must:
(i) use the Lounge and its services and facilities appropriately and safely at all times;
(ii) drink responsibly within the Lounge;
(iii) unless permitted for takeaway as indicated in the Lounge, consume all food and beverages made available in the Lounge within the Lounge;
(iv)behave in a way that is respectful of all staff, other Members and guests, and follow any reasonable directions and instructions from Virgin Australia staff;
(v) take responsibility for their belongings while inside the Lounge; and
(vi) comply with smart casual dress standards at all times.
(d) All Guests aged under 18 years,:
(i) must be accompanied by an adult when visiting the Lounge; and
(ii) are not permitted to access alcohol from the self-service bar.
(e) Subject to your rights under applicable Laws, Virgin Australia Lounge staff may refuse entry to any individual or require an Occupant to immediately leave the Lounge at any time if, in their reasonable opinion, the Member has not or will not comply with these Terms and Conditions .
(f) Guests are responsible for ensuring their arrival at the domestic boarding gate for their departing flight at least 15 minutes prior to the scheduled departure time for their flight.
5.2 Access on departure
(a) Guests (excluding guests with a purchased Single Entry or Eligible Partner Credit Card Holders) may access the Lounge in the relevant departure port when travelling on an Eligible Flight, on the day of departure of the Eligible Flight.
(b) Guests accessing the Lounge with a purchased Single Entry or as an Eligible Partner Credit Card Holder may only access the Lounge in the relevant departure port when travelling on an Eligible flight, up to two hours prior to their scheduled departure time of their Eligible Flight.
5.3 Access on arrival
(a) Subject to space availability, Guests (excluding those Guests named in clause 5.3(b) may access the Lounge in their arrival port immediately upon arrival of an Eligible Flight that has been travelled on that day. Access to the Lounge on arrival is only available for up to 60 minutes immediately after the arrival of the Domestic Flight.
(b) Lounge access on arrival is not available to:
(i) Eligible Partner Airline Status Members (except for Virgin Atlantic Flying Club members)
(ii) Eligible Partner Credit Card Holders; and
(iii) All guests with a Single Entry, including Velocity Silver Members.
5.4 Identification requirements
(a) In order to access the Lounge, Members, Velocity Platinum Members, Velocity Gold Members, Business Class passengers, Eligible Credit Card Holders and Eligible Partner Airline Status Members must provide satisfactory proof of identity of their eligibility to access the Lounge. Satisfactory proof of identity may include:
(i) their itinerary or boarding pass for an Eligible Flight which is linked to their Velocity Account;
(ii) their Membership Card;
(iii) Membership number (required for Single Entry); or
(iv) for Eligible Partner Credit Card Holders, their valid, physical credit card which shows a current expiry date.
5.5 Invited Guest access
(a) Invited Guest access to the Lounge is subject to space availability at all times, and may not be available during peak periods and high-capacity utilisation of Lounges.
(b) Invited Guests must be always accompanied by a Member, Velocity Platinum Member, Velocity Gold Member, Eligible Partner Airline Status Member or Eligible Partner Credit Card Holder while in the Lounge. Members, Eligible Partner Airline Status Member and Eligible Partner Credit Card Holder are responsible for ensuring that Invited Guests comply with these Terms and Conditions.
(c) Invited Guests of Members, Velocity Platinum Members and Velocity Gold Members do not need to be travelling to access the Lounge.
(d) Invited Guests of Eligible Partner Airline Status Member or Eligible Partner Credit Card Holder must be travelling on an Eligible Flight to access the Lounge.
(e) Additional Invited Guests (adults and children aged between 2 and 17 years) exceeding the limit of a Member’s or other Guest’s complimentary allowance will be charged an entry fee at the Lounge reception. A fee will not be charged for Invited Guests who are children under the age of 2.
(f) Individuals who are not eligible to enter the Lounge in their own right are not permitted to solicit entry by asking Members or Guests to enter as an Invited Guest. Individuals who solicit entry in this way may be refused entry to the Lounge at the time or in the future. If Members choose to allow individuals soliciting entry into the Lounge as an Invited Guest, the Member is responsible for the individual, including ensuring that the individual complies with these Terms and Conditions and any reasonable direction of Virgin Australia Lounge staff.
(g) Complimentary allowance access for Invited Guests to a Lounge is as follows: