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Response to Virgin Australia's Voluntary Administration Announcement

If you currently use one of our credit cards to earn Velocity Points, either directly or by converting your Altitude Points, rest assured we’re working closely with Velocity Frequent Flyer to minimise any disruption.  

What happens to my Velocity Frequent Flyer points and status now?      

For the latest updates please refer to the Velocity FAQ page.

I have set up Velocity Auto-Redemption and my Altitude Points are automatically transferred to Velocity Frequent Flyer each month. Will this continue?

Yes, we’ll continue to transfer your Altitude Points each month as normal. If however, you’d like to opt-out of this automatic transfer, you can do so by logging in to your Altitude Rewards account and opting out within the ‘Rewards account’ tab. Alternatively, call the Altitude Rewards team on 1300 887 820 8am – 11pm (AEST), 7 days a week excluding National Public Holidays.

How do I know if I am opted-in to automatically transfer to Velocity Points (Auto-Redemption)?

Log in to your rewards account at and check this within the Rewards account tab, under ‘Velocity Auto-Redemption’.

Can I change the rewards program linked to my credit card?

Yes you can. To change programs, contact the Rewards call centre on 1300 887 820 between 8am – 11pm (AEST), 7 days a week excluding National Public Holidays.  

I’ve purchased a Virgin flight on my Westpac credit card. How can I get a refund?

  • For direct bookings: Please contact Virgin Australia directly.
  • For bookings made through a travel agent: Please contact your travel agent.

How do I dispute the Virgin Australia booking on my credit card?

If you’ve contacted Virgin Australia or your travel agent and have not had the dispute resolved after 45 days, please head to our transaction dispute page for more information and to make a claim.

Can I apply for a new Altitude rewards card with Velocity Points?

The Altitude Velocity rewards program is currently not available when applying for a new Altitude credit card.

Will I still be able to earn Velocity Points with my card?

Yes. You can continue to earn Velocity Points with your card in accordance with the Altitude Terms and Conditions (PDF 2MB). The use of your Velocity Points are governed by the Velocity Membership Terms and Conditions.

New simplified Credit Card Terms and Conditions and Altitude Terms and Conditions will take effect from 2nd November 2020. See notice of changes (PDF 26KB) for more details.

Can I redeem my Velocity Points?

Velocity members are now able to redeem their points for select domestic flights, please refer to Velocity’s domestic redemptions page.