Virgin money
Virgin money
Frequently asked questions
Frequently asked questions

Accepting your upgrade is easy, but we understand you may have a few questions you would like answered first.

  • What is an upgrade?

    • I received a letter offering me an upgrade to the Virgin Australia Velocity High Flyer Card. What is this about?

      We are offering you a chance to upgrade your credit card to a product that has more benefits and not pay anything extra for it. To take up the upgrade all you need to do is call us on 1300 788 264.

    • Will the Virgin Australia Velocity High Flyer Card replace my current card?

      Yes, once you activate your Virgin Australia Velocity High Flyer Card, the new card will replace your current one. As soon as your new card is activated, you should securely destroy your old card immediately as you will not be able to use it.

  • What will happen if I accept the upgrade?

    • What is the difference between my current card and my new Virgin Australia Velocity High Flyer Card?

      The features that you will retain after you activate your Virgin Australia Velocity High Flyer Card include your current PIN, online login details, annual fee, current additional cardholder fee, current interest rates, existing balances, access to the Velocity program, current payment due date, reward Points balance, as well as all the benefits you get with your current card.

      Once you activate your Virgin Australia Velocity High Flyer Card, the following aspects of your current credit account will change: the physical card including card number and expiry date; the name of the product you hold will now be Virgin Australia Velocity High Flyer Card, and finally the extra benefits at no extra cost.

    • What are the new benefits I will get with the Virgin Australia Velocity High Flyer Card?

      The additional benefits you will receive with the Virgin Australia Velocity High Flyer Card are:

      • Increased Velocity Points earn and no spend cap: 1.25 Velocity Points for every eligible $1 spent1, with no cap on the number of Points earned.

      • Additional insurance benefits: Complimentary International Travel Insurance, Interstate Flight Inconvenience Insurance, Purchase Cover and Extended Warranty2.

      • Added value: You can enjoy all the benefits of the Virgin Australia Velocity High Flyer Card and pay the same annual fee that you do currently.

    • What will my annual fee be?

      You will receive the Virgin Australia Velocity High Flyer Card at the same annual fee that you are currently paying.

    • Will I still have the same card number?

      No. Your new Virgin Australia Velocity High Flyer Card has a new card number. This means that you will need to amend any direct debits or recurring instructions you may have using your old card to your new card number.

    • Will I still have the same PIN?

      Your PIN will remain the same and you can continue to use it with your new card once it is activated.

    • What happens to my direct debits?

      As the new Virgin Australia Velocity High Flyer Card has a new card number, you will need to transfer any direct debits or recurring payments you may have with other merchants to your new card by advising them of your new card number and expiry date.

    • What happens to the balance transfer on my card?

      Your balance transfer will remain exactly the same on your new card.

    • What happens to my additional cardholder/s?

      Once you activate your new card, Additional Cardholders will be sent their new card within 10 business days. Your additional cardholders will be required to activate their card when they receive it. These too will not be charged any extra cost for the new card, and the annual fee will remain the same.

    • Will I still have access to Virgin Money Online?

      Yes, you can use your existing login details to access Virgin Money Online after you take up the upgrade.

    • Will there be future increases to my annual fee if I accept this upgrade offer?

      Your fees will always remain in line with your current or original Virgin Money product. For example, if you are paying a $129 annual fee now, and you accept the upgrade to Virgin Australia Velocity High Flyer, you will continue to pay the $129 annual fee for as long as your original product stays at that rate.

    • What will my interest rates be?

      The interest rates on your new Virgin Australia Velocity High Flyer Card will remain the same as your existing card. Please refer to your statement or visit virginmoney.com.au for the current interest rate for retail purchases and cash advances.

    • What should I do with my current card that is being replaced?

      You should securely destroy your old card as soon as you have activated your new Virgin Australia Velocity High Flyer Card.

    • My new Virgin Australia Velocity High Flyer Card has Visa payWave. What is this?

      Visa payWave provides a faster way to pay for purchases under $100. All you do is wave your card over contactless terminals at participating merchants to pay for your purchase without having to enter a PIN. For more information, visit paywave.com.au.

    • Is using Visa payWave safe?

      Visa payWave enabled cards are backed by Visa's Zero Liability Policy and are as secure as any other Visa chip card. They carry the same multiple layers of security, which ensures that you are not responsible for fraudulent or unauthorised transactions. While you have access to Visa payWave, you don't need to use it if you don't wish to. You can continue to swipe your card and enter a PIN for your purchases if this is the case.

    • Where can I use Visa payWave?

      You can use Visa payWave at participating merchants wherever you see the Visa logo and the contactless symbol.

  • What if I decline the upgrade?

    • What happens if I don't take up the upgrade?

      If you don't take up the upgrade, you can continue to use your current card as you normally do. However you will not get to enjoy the range of additional Virgin Australia Velocity High Flyer benefits on offer at no extra cost - which is available for a limited time only.

    • If I do not take this offer now, will there be similar opportunities in the future?

      This particular offer that you received is valid for a limited time only. We are unable to guarantee that a similar offer will be sent to you in the future.

  • What happens to my Rewards if I upgrade?

    • What happens to my existing Velocity Points?

      Your Points balance will be transferred to your new card.

    • What is the Velocity Points earn rate for the Virgin Australia Velocity High Flyer Card?

      By moving to the Virgin Australia Velocity High Flyer Card, you can earn more reward Points:

      • 1.25 Velocity Points for every eligible $1 spent1, with no cap on the number of Points earned.

Terms and Conditions

If you accept this offer, your credit contract will continue on the same Terms and Conditions as your existing Virgin Australia Velocity Flyer credit card. This does not constitute a new credit contract. This upgrade is subject to your Account remaining in good order as per the credit card Terms and Conditions at the time of processing. Your new Virgin Australia Velocity High Flyer credit card will replace your existing Virgin Australia Velocity Flyer credit card. You must activate your new card before you can start using it. The Primary Cardholder is required to activate their card before any Additional Cardholder cards can be successfully activated. Your PIN will remain the same and you can continue to use it with your new card once it is activated. Once you have activated your Virgin Australia Velocity High Flyer Card and signed the strip on the reverse side of the Card, make sure you securely destroy your existing Virgin Flyer credit card.

1. Velocity points only earned on Eligible Transactions. Eligible Transaction means any Retail Purchase which is made by the use of a Card or any other means permitted by us, excluding (but not limited to) Transactions by way of Cash Advances, Balance Transfers, Special Promotions, fees, purchases of foreign currency and travellers cheques, interest charges, government charges, insurance charges, payments to loan accounts, purchases in excess of limits on the Account, transactions made in operating a business and if the Account is more than $10,000 in credit only, all other transactions. To earn and redeem Velocity points, you must be a Velocity member. Velocity membership and Points earn and redemption are subject to the member Terms and Conditions, available at velocityfrequentflyer.com, as amended from time to time.

2. Complimentary Insurance are provided automatically to Virgin Australia Velocity High Flyer cardholders under a master agreement between Zurich Australian Insurance Limited ABN 13 000 296 640, AFSL No. 232507 and Citigroup Pty Limited, and are subject to Terms and Conditions and Exclusions. An excess applies to Purchase Cover Insurance. Transit Accident Insurance and Guaranteed Pricing Scheme are provided automatically to Virgin Australia Velocity High Flyer and Virgin Australia Velocity Flyer cardholders under a master agreement between Zurich Australian Insurance Limited ABN 13 000 296 640, AFSL No. 232507 and Citigroup Pty Limited, and are subject to Terms and Conditions and Exclusions. Visit virginmoney.com.au for details.

3. Offer valid for primary cardholder and one Guest booked and travelling together in the same fare class. The offer provides 50% off the base fare component of a domestic Virgin Australia Saver/Saver Lite Fare (which excludes taxes and Booking and Service Fees) for the primary cardholder and one Guest when flying together. Saver Lite fares do not include a checked baggage allowance. Guests travelling on a Saver Lite fare may only purchase a baggage allowance at the airport for the applicable fee (baggage allowance cannot be purchased online). Limit of 4 sectors a year. Excludes sale fares. Taxes and fees to be covered by primary cardholder. Guest Contact Centre fees do not apply. See virginaustralia.com/fees for full details on fees. Offer valid on new bookings made via the Guest Contact Centre at least 30 days before travel and paid with an eligible Virgin Australia Velocity credit card and/or Virgin Australia vouchers. Seats are subject to availability which may be limited at peak times such as weekends, Christmas or School Holidays. Flight availability and fare prices advertised on the Virgin Australia website are not indicative of real-time availability or costs. Contact the Virgin Australia Guest Contact Centre for costs and availability for your travel dates. For further Terms & Conditions go to: virginmoney.com.au/downloads/credit-cards/Exclusive-reduced-flights-offer.pdf

Virgin Money (Australia) Pty Limited ABN 75 103 478 897 distributes the Virgin Money credit cards ("credit cards") under an arrangement with Citigroup Pty Ltd ABN 88 004 325 080 AFSL No. 238098, Australian credit licence 238098 ("Citibank"). Citibank is the credit provider and issuer of the credit cards.

Terms and Conditions

If you accept this offer, your credit contract will continue on the same Terms and Conditions as your existing Virgin Australia Velocity Flyer credit card. This does not constitute a new credit contract. This upgrade is subject to your Account remaining in good order as per the credit card Terms and Conditions at the time of processing. Your new Virgin Australia Velocity High Flyer credit card will replace your existing Virgin Australia Velocity Flyer credit card. You must activate your new card before you can start using it. The Primary Cardholder is required to activate their card before any Additional Cardholder cards can be successfully activated. Your PIN will remain the same and you can continue to use it with your new card once it is activated. Once you have activated your Virgin Australia Velocity High Flyer Card and signed the strip on the reverse side of the Card, make sure you securely destroy your existing Virgin Flyer credit card.

1. Velocity points only earned on Eligible Transactions. Eligible Transaction means any Retail Purchase which is made by the use of a Card or any other means permitted by us, excluding (but not limited to) Transactions by way of Cash Advances, Balance Transfers, Special Promotions, fees, purchases of foreign currency and travellers cheques, interest charges, government charges, insurance charges, payments to loan accounts, purchases in excess of limits on the Account, transactions made in operating a business and if the Account is more than $10,000 in credit only, all other transactions. To earn and redeem Velocity points, you must be a Velocity member. Velocity membership and Points earn and redemption are subject to the member Terms and Conditions, available at velocityfrequentflyer.com, as amended from time to time.

2. Complimentary Insurance are provided automatically to Virgin Australia Velocity High Flyer cardholders under a master agreement between Zurich Australian Insurance Limited ABN 13 000 296 640, AFSL No. 232507 and Citigroup Pty Limited, and are subject to Terms and Conditions and Exclusions. An excess applies to Purchase Cover Insurance. Transit Accident Insurance and Guaranteed Pricing Scheme are provided automatically to Virgin Australia Velocity High Flyer and Virgin Australia Velocity Flyer cardholders under a master agreement between Zurich Australian Insurance Limited ABN 13 000 296 640, AFSL No. 232507 and Citigroup Pty Limited, and are subject to Terms and Conditions and Exclusions. Visit virginmoney.com.au for details.

3. Offer valid for primary cardholder and one Guest booked and travelling together in the same fare class. The offer provides 50% off the base fare component of a domestic Virgin Australia Saver/Saver Lite Fare (which excludes taxes and Booking and Service Fees) for the primary cardholder and one Guest when flying together. Saver Lite fares do not include a checked baggage allowance. Guests travelling on a Saver Lite fare may only purchase a baggage allowance at the airport for the applicable fee (baggage allowance cannot be purchased online). Limit of 4 sectors a year. Excludes sale fares. Taxes and fees to be covered by primary cardholder. Guest Contact Centre fees do not apply. See virginaustralia.com/fees for full details on fees. Offer valid on new bookings made via the Guest Contact Centre at least 30 days before travel and paid with an eligible Virgin Australia Velocity credit card and/or Virgin Australia vouchers. Seats are subject to availability which may be limited at peak times such as weekends, Christmas or School Holidays. Flight availability and fare prices advertised on the Virgin Australia website are not indicative of real-time availability or costs. Contact the Virgin Australia Guest Contact Centre for costs and availability for your travel dates. For further Terms & Conditions go to: virginmoney.com.au/downloads/credit-cards/Exclusive-reduced-flights-offer.pdf

Virgin Money (Australia) Pty Limited ABN 75 103 478 897 distributes the Virgin Money credit cards ("credit cards") under an arrangement with Citigroup Pty Ltd ABN 88 004 325 080 AFSL No. 238098, Australian credit licence 238098 ("Citibank"). Citibank is the credit provider and issuer of the credit cards.