To get your points and taxes refunded, please follow these steps directly through your loyalty accounts.
Note: After cancellation, the Points usually drop back into your account within a day or two (except for expired points with some loyalty programs). The refund for the taxes and carrier charges will be credited back to the original credit card used, typically taking 7–10 business days to clear.
🔻Velocity
- Go to the Velocity Frequent Flyer website and log in with your Velocity number and password.
- Once logged in, click on your name/profile icon at the top right of the screen and select “My Bookings” (or look for the “Manage Bookings” tab).
- You will see a list of your upcoming trips. Locate the flight you need to cancel and click “View / Edit Booking”.
- Scroll down to the bottom of the flight details page. Look for the button that says “Cancel Booking” or “Request Refund”.
- The system will show you a breakdown of the refund. It will deduct the standard Velocity cancellation fee ($60 AUD per person) or Velocity points and show you the exact number of points and taxes being returned to you.
- Confirm the cancellation.
Important Rules:
If it doesn’t show up online: If they booked a complex international partner flight (like Singapore Airlines or Qatar via Velocity) and the “Cancel” button isn’t appearing, tell them they will need to call the Velocity team directly on 13 18 75 to process it manually.
The 24-Hour Cut-off: They must do this at least 24 hours before departure. If they wait until the final 24 hours, Velocity treats it as a “No Show” and they will forfeit all the points.
🦘 Qantas Frequent Flyer Points
- Go to the Qantas website and log in using your Frequent Flyer number and password.
- Click on your name/profile at the top right of the page and select “Manage Bookings”.
- Find the specific flight you wish to cancel and click on “Change/Cancel”.
- Select the “Cancel Flight” option.
- The system will display the refund breakdown. It will show the standard Qantas cancellation fee (retained as points) and the remaining points and taxes being returned to you.
- Review and confirm the cancellation.
Important Rules:
- The 24-Hour Cut-off: They must cancel at least 24 hours before the first flight on the ticket departs. If they miss this window, it becomes a “No Show” and they forfeit all points.
- The Cancellation Fee: Qantas takes their fee out of the points. The fee is 6,000 points per passenger for international/domestic flights. (The system automatically subtracts 6,000 points from their refund total).
