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ANZ Rewards Travel Adventures FAQs

Virgin Australia Group Voluntary Administration and COVID-19 information for affected ANZ credit card customers

This page was updated on 30 June 2020. Please check back regularly for updates.

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Complimentary Flights and Lounge Passes

Other Enquiries

Velocity Points


 

Complimentary Flights and Lounge Passes

If you need to change or cancel your flight booking, you'll find more information about your options on Virgin Australia's Changing and Cancelling a Flight page.

To rebook your impacted flight, please call the ANZ Rewards Centre on 1300 367 763 (Monday to Friday 8am to 8pm AEST).

We're aware that the situation is evolving and bookings in the future may be subject to travel restrictions. Virgin Australia are continuing to monitor the COVID-19 situation and will update their policies as required. Any changes may be viewed by visiting Virgin Australia's COVID-19 update page.

A 'no show' occurs where you did not show up for a scheduled flight that was not cancelled by Virgin Australia and you did not make any prior arrangements to change or cancel the booking.

'No show' bookings will be subject to the original booking terms and conditions. For the ANZ Rewards Travel Adventures complimentary flights, this means the complimentary flight will be forfeited.

To avoid disappointment, please change your flight date or cancel your booking as early as possible by calling the ANZ Rewards Centre on 1300 367 763 (Monday to Friday 8am to 8pm AEST).

Where your annual complimentary flight benefit is due to expire in March, April, May, June or July 2020 and you hold an ANZ Rewards Travel Adventures card account and are eligible for the complimentary flight, the timeframe to book the complimentary flight has been extended until 31 August 2020.

Where your annual complimentary flight benefit is due to expire after 31 August 2020, there are no changes but please remember that you may book your complimentary flight before your benefit expires for travel at a later date.

For example, if the last day to book your flight benefit is the 01 September of each year, you will need book your complimentary flight on or before that date before the benefit is removed for that year, however your actual travel may occur at a much later date. In this example, the customer may call us on 27 August 2020 to book their complimentary flight for travel on 13 July 2021.

All other ANZ Rewards Travel Adventures complimentary flight terms and conditions will apply including:

  • The ANZ Rewards Travel Adventures credit card account must be open
  • Booking at least 60 days in advance of the travel date
  • Complimentary flight seats being available on the selected flight.

Confirm your air travel benefit eligibility and book by calling the ANZ Rewards Centre on 1300 367 763 (Mon to Fri 8am to 8pm AEST).

Full Air travel benefits terms and conditions can be found at ANZ Travel Adventure Air Travel Benefits and Terms and Conditions (PDF 70KB)

Following the implementation of new social distancing laws and regulations imposed on licenced premises amid COVID-19, the Virgin Australia domestic lounge network has been temporarily closed until further notice. Given the current circumstances, we're unable to confirm a date the lounges will reopen. Further information can be obtained by visiting Virgin Australia's Travel alerts page.

We're working with Virgin Australia to try to ensure that you're still able to use your complimentary lounge passes when they reopen. In the meantime, please keep your lounge passes in a secure environment as they cannot be replaced if lost, stolen or damaged. Lounge pass conditions of use may be found at Virgin Australia's Lounge Terms and Conditions page.

No, unused flights may not be exchanged for cash. Any cancelled flights are held as a travel credit and can only be used to book another complimentary flight.

All other terms and conditions still apply and flights must still be booked at least 60 days in advance and are subject to availability. Full Air travel benefits terms and conditions can be found at ANZ Travel Adventures Air Travel benefits and Terms and Conditions (PDF 70KB)

We're closely monitoring the situation with Virgin Australia and will notify our ANZ Rewards Travel Adventures customers if there are any changes to these benefits. At this time, we're still managing existing flight bookings, new flight booking requests and lounge pass orders as usual and in line with Virgin Australia policies.

We're closely monitoring the situation with Virgin Australia and at this time, Air travel benefits continue to be fulfilled. If there are any changes, we'll contact you to advise next steps.

To learn more or re-book your impacted flight, please call the ANZ Rewards Centre on 1300 367 763 (Mon to Fri 8am to 8pm AEST).

No, all ANZ Rewards Travel Adventures complimentary flight bookings must be made, changed or cancelled via the ANZ Rewards Centre by calling 1300 367 763 (Mon to Fri 8am to 8pm AEST).

Velocity Points

Velocity Frequent Flyer are currently only allowing Velocity Points to be redeemed for a range of domestic flights.

For the latest Velocity Frequent Flyer updates, visit the Velocity Frequent Flyer website.

Once points have been transferred to Velocity, we're unable to get them back. These points cannot be substituted for ANZ Reward Points.

For the latest Velocity Frequent Flyer program updates, visit the Velocity Frequent Flyer website.

We’re writing to customers from 8 May to offer the equivalent value of ANZ Reward Points which can be redeemed for a range of options like gift cards and ANZ Cashback. Customers will have the option to retain the Velocity Points if preferred.

Other Enquiries

We offer a wide range of credit cards which may be more suitable to your needs. Whether you’re looking for Rewards Points, a low annual fee, low interest rates or earning Qantas Frequent Flyer Points, more information can be found on the ANZ Credit Cards page

If you think one of our other credit cards is more suitable to your needs, you are welcome to change your credit card type in one of the following ways:

1. Online:

  • Log in to ANZ Internet Banking
  • Select your credit card account 
  • Go to 'Account actions' and select 'Change your credit card type'

2. By phone:

Promotional offers displayed on anz.com do not apply if you change your credit card type.

Due to COVID-19, you may experience longer than usual wait times when contacting our call centre. For more information about how we're supporting our customers through COVID-19,  visit our ANZ COVID-19 Customer Support Hub.

To make a new complimentary flight booking, or amend or cancel an existing booking, please call the ANZ Rewards Centre on 1300 367 763 (Mon to Fri 8am to 8pm AEST).

If you’d like your ANZ Rewards Travel Adventures Annual Account fee for the current account year to be reviewed in light of recent events, please submit an online enquiry through ANZ Internet Banking. We’ll respond within 2-4 days. 

  1. Log in to ANZ Internet Banking
  2. Select ‘Mail’, then 'Create message'
  3. Click on ‘Card Enquiries’
  4. Click on ‘General Card Enquiries’
  5. Go to ‘Enquiry type’ and select ‘Fees and Charges’

If you’ve booked and travelled on your current included travel benefits the annual fee will not be reviewed.

For general credit card related queries,  call us on 13 22 73 (or +61 3 9683 9999 from overseas).

You may experience longer than normal wait times due to the situation with COVID-19. For more information about how we’re working to help our customers at this time, visit our ANZ COVID-19 Customer Support Hub.

Applications for credit are subject to ANZ’s credit approval criteria. Terms and conditions, and fees and charges apply. Australian credit licence number 234527. 

Eligibility for assistance package will be considered on request and is subject to approval by ANZ. Offer is subject to change without notice.  

Interest rates on this page are subject to change.