Virgin Australia Velocity Gold flyers lose LAX lounge access

Virgin Australia Velocity Gold flyers lose LAX lounge access

EXCLUSIVE | Virgin Australia’s Velocity Gold frequent flyers will no longer enjoy airport lounge access at Los Angeles prior to Virgin's flights to Australia when travelling in premium economy or economy class.

It's a tough blow for travellers who are about to make the long overnight trek to Sydney, Brisbane and soon Melbourne, and follows last year's lounge access shake-up across the Virgin Australia network.

Velocity Gold-grade flyers have previously been able to rest up in the highly-rated Star Alliance business class lounge...

... but as of Wednesday January 11, 2017, they'll instead receive a US$40 (A$54) food and beverage voucher to spend within the LAX international terminal along with 10,000 Velocity frequent flyer points as additional 'compensation'.

As Gold members can bring one guest into an airport lounge, Virgin Australia will also issue a second US$40 voucher (but not a second serve of points) to Velocity Gold members travelling with a companion on the same flight.

Star cracks down on LAX lounge access

Australian Business Traveller understands that Star Alliance has pulled down the shutters on non-alliance use of the lounge due to an increase in Star Alliance airlines flying to Los Angeles and a subsequent boost in Star Alliance passenger numbers.

“Due to current capacity limitations in Los Angeles International Airport, our Gold members travelling in Economy or Premium Economy are currently unable to access a lounge prior to departure,” a Virgin Australia spokesperson confirmed to Australian Business Traveller today.

“We sincerely apologise to these guests," the spokesperson added. "This is a temporary situation and we are working on a solution as a priority."

It’s also understood that capacity at the Etihad Airways First and Business Class Lounge available to Velocity Platinum members and Virgin Australia business class guests is also at a premium, as is space in the terminal’s other lounges in the evenings when Virgin Australia’s flights depart.

All of the airline’s business class passengers (including those with Velocity Gold status), plus Velocity Platinum and The Club frequent flyers travelling in premium economy or economy can continue to relax in the combined Etihad Airways First and Business Class Lounge.

In addition, Velocity Gold and Platinum members will still receive access to the Delta Sky Club lounge in LA’s Terminal 5 prior to flights with Delta (including to Sydney), and the Star Alliance business class lounge prior to flights with Air New Zealand (including to Auckland).

Other options for Velocity Gold flyers in Los Angeles

Stuck out in the terminal under these lounge changes? You may have other options, depending on which credit cards you hold and if you’re a member of a paid international lounge program.

For instance, some premium cards such as the American Express Platinum Charge Card include a complimentary and unlimited Priority Pass airport lounge membership, which you can use to access the Korean Air business class lounge at LAX prior to your Virgin Australia flight.

Other cards like the Westpac Altitude Black AMEX + MasterCard duo also feature a complimentary Priority Pass membership but with two single lounge visits included rather than a year-round pass, which you could too use to visit the Korean Air lounge.

Korean Air’s lounge also welcomes Airport Angel, Lounge Club and Dragonpass lounge members travelling from Los Angeles with any airline in any class of service, along with Australian Diners Club charge card holders: simply present your Diners card at reception for complimentary access.

Later this year, Virgin Australia will also move its Los Angeles flights from the Tom Bradley International Terminal to LAX Terminals 2 and 3 to coincide with a move by alliance partner Delta Air Lines, where it’s hoped that new Delta Sky Club lounges will welcome all lounge-eligible flyers.

Also read:

Join other AusBT readers talking about Virgin Australia in our dedicated Virgin Australia discussion group

Chris Chamberlin

Chris Chamberlin (ChrisCh)

[email protected] / @ChamberlinChris

Australian Business Traveller journalist Chris Chamberlin lives by the motto that a journey of a thousand miles begins with a single step, a great latte, a theatre ticket and a glass of wine!
 

33 Comments

  • Matt J

    MattJelonek

    11 Jan, 2017 01:16 pm

    Lucky for me my next LAX flight is with Air NZ in PE... and I'm Gold with VA... but a shame as last time I visited the *A lounge at LAX, shower too and I was flying back to SYD in PE and it was a fantastic lounge!!
    No member give thanks

  • Dave

    Grannular

    11 Jan, 2017 01:19 pm

    Is Virgin trying to have a laugh? What a shambles
    No member give thanks

  • UpUpAndAway

    UpUpAndAway

    11 Jan, 2017 01:32 pm

    Don't worry I've seen Qantas do similiar in the past
    No member give thanks

  • tarmac

    tarmac

    11 Jan, 2017 01:27 pm

    Seems like a positive change to me, $54 worth of food/drinks and at least $100 worth of VA points, honestly tempted to book a trip to LA with them to take advantage of it.
    No member give thanks

  • riley

    riley

    11 Jan, 2017 01:33 pm

    So the partner gold flying in economy can utilise the Etihad lounge but their own gold frequent flyers are effectively flipped the bird? 

    VA are in self destruct mode. It's their only meaningful international route and they can't even provide for lounge access for their gold passengers. 
    Members who gave thanks

    stuapola, DANO

  • UpUpAndAway

    UpUpAndAway

    11 Jan, 2017 01:33 pm

    I actually thought we could present my wife's Gold Card then ten minutes later go back with my Platinum card.
    No member give thanks

  • Yvan J Drake

    MRYJDrake

    11 Jan, 2017 03:02 pm

    Another excellent option
    No member give thanks

  • downdata

    downdata

    11 Jan, 2017 01:34 pm

    How about JB consider joing *A instead of running the airline into the ground
    No member give thanks

  • Chris Ricks

    The Evil Muppet

    12 Jan, 2017 10:24 am

    Star Alliance have publicly stated that they're not interested in having VA as a member, so no amount of consideration would change that.


    No member give thanks

  • downdata

    downdata

    12 Jan, 2017 10:32 am

    I hope you are not serious. Star Alliance management had gone on records many times stating their desire for VA to join but JB is just wants to build his own empire.

    Oh and there is no airline alliance that does not want to expand its global foot map not to mention Star Alliance still does not have an Australian partner since Ansett which is just ridiculous.
    No member give thanks

  • Chris Chamberlin

    ChrisCh

    12 Jan, 2017 10:44 am

    Hi downdata, please be reminded of AusBT's comment policy, specifically:

    We do not censor comments based solely on a point of view but we will delete comments that we consider to be off-topic and/or add no value to the subject; as well as comments that are abusive, contain foul language or spam.


    Your post above has been edited in line with this policy, and we'd ask that profanities be absent from future comments. :)
    No member give thanks

  • No member give thanks

  • downdata

    downdata

    12 Jan, 2017 11:11 am

    Star Alliance chief executive Mark Schwab says Virgin Australia would very much fit in should it choose to be a part of the 28-airline alliance.

    "They are a great airline, their business model fits very much what we do but they've made their commercial decision to partner with many, many different carriers," Schwab told Australian Aviation in an interview at Auckland Airport on September 25.

    "I’d say the fact they just renewed their joint venture to North America for several years probably makes it a little more complicated for Star membership in the near future."

    ------

    JB: "One of the things we deliberately decided set out to do four years ago is not join a global alliance," Borghetti told CAPA Centre for Aviation in an interview in December 2014.

    "What you don't want to do is enter a partnership where you have multiple relationships but frankly it is all weighted to one side.

    "We are a very small carrier at the end of the world and you will never have your share of voice around those tables with very large airlines.

    No member give thanks

  • Chris Ricks

    The Evil Muppet

    13 Jan, 2017 02:33 pm

    The interview you're referencing is over a year old, whilst the statements I'm referring to are much more recent.

    Any consideration being given now simply isn't going to help, as per my original post.
    No member give thanks

  • downdata

    downdata

    13 Jan, 2017 02:51 pm

    It does not matter. JB never changed his tone and will never change. As long as he has an office at VA, VA will never join *A, or ST for that matter. 

    No member give thanks

  • Chris Chamberlin

    ChrisCh

    13 Jan, 2017 03:10 pm

    Downdata, please again be reminded of AusBT's comment policy which applies to all users, specifically:

    Don't attack others for their opinion: if you disagree, then make your case. But stay objective and stick to the topic.

    Accordingly, your post above (2:51pm) has been edited in line with this policy. Readers are most welcome to discuss the topic of the article and any impacts it would have, but making personal remarks about other people isn't acceptable here.

    Please take a moment to review the policy in its entirety. Posting any further comments which are outside of these rules would unfortunately require us to temporarily suspend your commenting privileges across the weekend, but we'd rather it not come to that. :)

    No member give thanks

  • Victor Perez

    vperez

    13 Jan, 2017 01:14 pm

    This is a patently false statement as it's the airline's CEO who stated that he sees no benefit in joining an alliance and toutes his ability to negotiate and establish better deals. 
    No member give thanks

  • Chris Ricks

    The Evil Muppet

    13 Jan, 2017 02:36 pm

    Which statement is patently false?
    No member give thanks

  • Peter Loh

    PeterLoh

    11 Jan, 2017 01:39 pm

    Ironically, Gold members on an Economy Elevate or Getaway fare will earn more points on this lounge compensation of 10K points than they will for their actual LAX-SYD or LAX-BNE flight.
    No member give thanks

  • TheRealBabushka

    TheRealBabushka

    11 Jan, 2017 01:44 pm

    *Ouch*

     That's what happens when you build a VIRTUAL network and tart yourself around to multiple players...One player's decided they don't need to buy the cow!!!

    No member give thanks

  • Kogglogs

    Kogglogs

    11 Jan, 2017 01:50 pm

    Another nail in the coffin. 
    Another flaw in the 'partnership' model VA adhere so strongly to. 
    If you don't want to join an alliance program, you need to have the means to run your own global network of routes and lounges (eg, EK/EK)
    No member give thanks

  • Dean

    deanr

    11 Jan, 2017 01:53 pm

    This really limits the appeal of Velocity Gold for international flyers that don't fly business.

    • Fly VA from LA, no lounge access
    • Fly SQ from Singapore, visit the Krisflyer Gold lounge with no showers or toilets
    • Fly SQ from any city which doesn't have a dedicated SQ lounge, no lounge access
    • Fly Etihad from Abu Dhabi, it's the Al Reem lounge which is a little better but not by much
    • Fly VA from Melbourne to Fiji and visit the domestic lounge before immigration
    • Connect from VA to Alitalia in Abu Dhabi, no lounge access, because Alitalia access is only available in certain airports
    • Fly Delta throughout the US beyond the major hub airports, be prepared to argue that Virgin Australia is a real airline and that access is allowed on domestic trips
    • Fly Hawaiian from Brisbane, no lounge access
    • Fly SAA from Perth, no lounge access


    The whole virtual alliance thing is really starting to fall apart...

    Members who gave thanks

    downdata, Flane

  • Chris Chamberlin

    ChrisCh

    11 Jan, 2017 02:43 pm

    Re: SQ lounge access where SQ uses partner lounges: Velocity Gold (and Platinum) members can use the Virgin Australia lounge in Canberra prior to Singapore Airlines flights, but yes, when overseas, access when flying SQ economy or premium economy is much more limited outside of the airports where SQ runs its own lounge. :)

    No member give thanks

  • TheRealBabushka

    TheRealBabushka

    11 Jan, 2017 03:08 pm

    As much as I like Qantas and Oneworld, Australia needs a second international airline with a deep and comprehensive domestic network, anchored in a proper global alliance to rival oneworld.

    At the end of the day, the drip-drip effect of VA's deficiencies will impact the field of competition and ultimately the Australian consumer. To paraphrase Rod Sims, this fascination with domestic champions (in this case, Qantas) needs to end.

    No member give thanks

  • downdata

    downdata

    11 Jan, 2017 03:11 pm

    Like you said, it can only end when there is another competent player in the market, which VA will never become unless JB is kicked to the curb
    No member give thanks

  • Tim Saunders

    Tim Saunders

    11 Jan, 2017 03:17 pm

    Everybody here who is slamming Virgin on this needs to learn how to read, because the article makes it very clear that Star Alliance is the one to blame for booting VA Golds out of the LAX lounge!
    No member give thanks

  • downdata

    downdata

    11 Jan, 2017 03:20 pm

    It's VA's fault for not joining *A. You can't have your cake and eat it too.
    No member give thanks

  • riley

    riley

    11 Jan, 2017 03:51 pm

    You need to see the forest from the trees. It's not Star Alliance booting VA that everyone is screaming about, it's VA being a hybrid airline with it's destiny in the hands of others, many times with conflicting interest, which in turn effects it's own passengers and by extension, those with Qantas as there is no viable alternative and no pressure on Qantas. 
    Member who gave thanks

    Patricka340

  • TheRealBabushka

    TheRealBabushka

    12 Jan, 2017 09:00 am

    Star Alliance just sang Gloria Gaynor's disco anthem to VA. If you're not going to commit to me, I want the keys back. Don't let the door hit your ass on the way out y'all.
    No member give thanks

  • fresh  thoughts

    freshthoughts

    11 Jan, 2017 03:35 pm

    It really is time that VA decide wether to join Sky Team, Star Alliance or instead push to create a real alliance anchored in the Etihad group, complete with consistent reciprocal benifiets.
    No member give thanks

  • Justin Troy

    starship

    11 Jan, 2017 03:56 pm

    Am stunned by this. What on earth are VA doing? Flagship route, and this mess?! Surely you arrange a plan B for valued frequent flyers before killing one of the key benefits of Gold. Fortunately I'm a Qantas club member too...was going to book on Virgin's relaunched Melbourne service in the next week but this recent "enhancement" will now see me book on Qantas.
    Member who gave thanks

    Patricka340

  • Brett Goodyer

    Obzerva

    11 Jan, 2017 04:01 pm

    Seems to be a lot of armchair analysts in the comments with a few things they're either unaware of, or chosen to forget.

    As per the article, this isn't a VA initiative, it's a Star Alliance decision forced on them due to Star's overcrowding in the lounge in the Tom Bradley terminal.

    VA is moving terminal mid year so the Star Alliance lounge becomes a non issue as VA will be flying from the same terminal as Delta as per https://www.ausbt.com.au/virgin-australia-and-delta-are-moving-to-lax-terminals-2-3

    JB has previously stated on record that if VA was to join an alliance either SkyTeam or Star, then they're likely to lose current joint venture partners so there would be sacrifices made there.

    Joining an alliance isn't the be all and end all as far as lounge acccess, look at QF in SFO using the inferior AF lounge.

    Are there holes in the VA's current network, yes, but joining a costly alliance isn't necessarily the answer.

    No member give thanks

  • Alex

    tm_smile

    12 Jan, 2017 08:06 am

    Well the benefit of QF being a member of OW means you can choose whether to go to the CX lounge (though will need to leave shortly before boarding) or the JL lounge instead. Not the maze of access rules that Velocity has (if this airline then that lounge, if this status, then not that lounge but this ect). 

    Being a member of an alliance doesn't necessarily mean you need to drop your exisiting partnerships (see NZ partnerships with CX, EY and AR). Problem is JB has pissed off SQ and NZ so *A may be swayed by that bad blood. 

    Also not sure DL sky clubs are anything to be promoting... really got nothing on any of the TBIT lounges. 
    No member give thanks

  • Brett Goodyer

    Obzerva

    12 Jan, 2017 12:08 pm

    I used SFO as an example as CX actively cap the number of other airline members in SFO, I think it's something like 10 pax, they will turn oneworld members away.
    Check the comments in this for info https://www.ausbt.com.au/best-airport-lounges-for-qantas-passengers-in-san-francisco

    And yes, you can have partners outside of an alliance, but my point was not with partners it was with joint ventures, I'm not fully across of the ins and outs with it, above my head, but I'm sure if JB has said publicly there would be issues, he'd probably be more in the know then me.

    To your last point, the DL Sky Club would be a brand new build in the new terminal, you'd imagine it would be more than just ok considering how much DL is trying to build their network at LAX lately. Guess it's a wait and see situation.
    No member give thanks

  • Zac

    Zac

    11 Jan, 2017 04:11 pm

    Well what a shambles. This is the problem of a virtual alliance. Complex hodgepodge of bilateral agreements, expensive to administer, hard for customers to understand, and all it takes is one part to break and suddenly at short notice you have no lounge access for a key customer segment on a key route. Virgin if you want to make the virtual alliance work, and make it appealing to customers, you'll have to invest in making this simpler, more consistent and with some redundancy built in.

    10,000 points is decent compensation. Just don't want this to be a recurring thing.
    No member give thanks

  • Zac

    Zac

    11 Jan, 2017 04:20 pm

    Just to add to my own post... I don't think the answer for Virgin is joining Star (as nice as that would be) - but they need to invest in making the virtual alliance simpler and more consistent in particular the lounge offerings, close any gaps (great summary deanr), and also spend a little time assessing key risks and put some backup plans in place. Otherwise it all looks a bit like they are managing it all on the fly, and it ends up impacting the customer.
    No member give thanks

  • Dee Thom

    Dee Thom

    11 Jan, 2017 04:23 pm

    Just read the article, and thought that this will bring out the Harbingers of bad tidings regarding anything VA, spot on!
    I'm flying BNE/LAX return later in the year in PE, and am quite happy to receive the points and money, or pay U.S.$40 for lounge entry elsewhere.
    Grow up kiddies!
    No member give thanks

  • UpUpAndAway

    UpUpAndAway

    11 Jan, 2017 04:24 pm

    Let's face it, VA is a good domestic carrier 5 out of 5 BUT Internationally it's not and only gets 1 1/2  out of 5. 
    No member give thanks

  • thisispete

    thisispete

    11 Jan, 2017 04:28 pm

    What a joke. So I have a business trip to the US in and out via LAX in 2 weeks, and obviously chose VA being Gold Status. 

    Now, I cannot use the lounge on the way out (when its most useful) and compensation is $50 food and drink, which is covered by my company anyway. Oh, don't forget 10,000 points which I can never really use anyway.

    This today after trying to use my accumulated points balance to book a personal flight to Europe only to be told there were no reward flights on any partner. So how is the 10,000 points a compensation?


    No member give thanks

  • AgentB

    OzAgent

    11 Jan, 2017 05:09 pm

    As a non FFer I would be happy with the compensation, however I can understand why FFer's and business travellers would be upset at this.  VA will surely find another lounge partner asap and I look forward to hearing about that here!
    No member give thanks

  • Jazzop

    Jazzop

    11 Jan, 2017 05:15 pm

    VA/Velocity is loosing it's 'gloss'.  Tried using those points to book an international flight to LAX?  No chance.  The domestic lounges are crazy busy, the on board 'snack' is nothing compared to Qantas, and no in seat USB on the 737s is useless when they force you to use your own smart phone/tablet. I'm Platinum with VA, but am now Gold with Qantas.  My next three US flights are booked with Qantas.
    No member give thanks

  • Steve

    GC Steve

    11 Jan, 2017 07:02 pm

    Any supporting statement of VA like Dee's above are obviously VA staffers or business supporters. VA lost the option to use Star in LAX and this is why.

    VA lost Air NZ as shareholder. Air NZ CEO and JB I don't think exchanged cards this Christmas. SQ maybe still in there but Star membership for VA not now on the table and long term Star will need new solution in Australia. SQ will not sit comfortably med to long term as a shareholder watching long-haul traffic going via China, Middle East or on occasion via the USA. 

    I agree with many people here that Qantas needs competition, always has and yes SQ / NZ control of VA looked interesting, certainly was possible however JVs with Singapore government have proven to be problematic for many and in the end Air NZ did not go for the knock-out punch.

    So for all VA travellers, not just front seaters, we are back to being part of a 2nd tiered airline which has an unknown future.

    Last word .. Consider this. SQ will this year bring Tiger and Scoot into one entity. I am guessing they will dropped the Tiger Brand. With this they can walk away from any aasociation of Tiger in Australia.

    So will SQ sell out of VA? Will SQ (with association with Air NZ) launch Scoot into Australian domestic market? With international connections already in place and say Air New Zealand taking one of their own and painting it up in Scoot (fly me to USA) colours and bang .. We have a third airline. We also have a Star contender!!!!!

    Management of SQ which I am a loyal FF with you, do us a favour and launch. Don't go all or nothing and spend up big. International structure will be in place so no work needed there. Just compliment slowly the domestic side and grow organically over 10 years but retain service quality and product promises and the people will come :)
    No member give thanks

  • TheRealBabushka

    TheRealBabushka

    12 Jan, 2017 09:11 am

    @GCSteve,

    SQ's been burnt with Ansett and the partial support of Qantas by Canberra. Don't expect them to make such forward moves and stick their neck on the line. The corporate culture needs to change - with it the political appetite for real competition.

    No member give thanks

  • Adam T

    AT

    11 Jan, 2017 07:21 pm

    Velocity and Virgin = inconsistency everywhere. They are just not a business airline. I grovel every now and again about flying Qantas but at least they have a real airline network of big aircraft, real destinations, codeshares that work, big FF program and big alliance. 
    No member give thanks

  • BJ01

    BJ01

    11 Jan, 2017 07:44 pm

    I really want VA to be successful but geez they are making it harder and harder to stay loyal - too hard, too complex. I want simple. Sadly, this will be my last year as a Plat FF with them
    No member give thanks

  • Andrew

    andyf

    11 Jan, 2017 11:00 pm

    So many questions...

    I wonder if VA really only got such short notice on getting kicked out of the Star Alliance lounge - surely there was a contract in place that they knew was coming up? 

    Were they the only non-Star Alliance airline using the lounge? I assume if Air NZ still owned a stake in VA then they would still have been accommodated, given its an Air NZ run lounge.

    And isn't there a contract lounge at TBIT that serves a hodge-podge of smaller airlines? ... I mean, surely that could be an option, at least until they move to the new Delta Terminal complex?
    No member give thanks

  • romaau

    romaau

    11 Jan, 2017 11:11 pm

    Interesting comments.
    I get VA has been kicked out of their lounge and is trying to provide compensation until the longer term terminal move resolves the issue.

    Question: Aren't VA seats better both in J and Economy across the pacific than Qantas?

    I generally fly economy and prefer the wider seats and 3-3-3 layout of Virgin.
    No member give thanks

  • UpUpAndAway

    UpUpAndAway

    12 Jan, 2017 09:04 am

    John and John, it looks like everyone wants you to join Star Alliance. VA does well in Australia but trust me when you fly with a partner airline or try to use one of there lounges oversea they treat you like third class.  You need to have proof of everything you are saying to them, screenshots, paperwork, web sites etc.  To me Star Alliance would probably put you in front of Qantas International, they have there faults too. 
    No member give thanks

  • Steve

    GC Steve

    12 Jan, 2017 09:31 am

    Previt Babushka .. SQ's journey not forgotten. Air NZ's remembered as well. My ramble simply wishful thinking :)
    No member give thanks

  • Steve

    GC Steve

    12 Jan, 2017 11:21 am

    @Muffet .. "Star Alliance have publicly stated that they're not interested in having VA as a member, so no amount of consideration would change that." .. Does it never come to a readers' mind why Star felt the need to comment in the first place and what is it that they were really saying? Take it from an ex media suit, don't 'literally' consume PR/media noise, ever. Was Star posturing or closing? VA was invited to the ball a number of times and even went a few times but sadly never danced. Why doesn't matter anymore because we have all moved on. Key point to this story is that VA has 'no rights' (now or potentially) to have access to Star lounges which are for Star travellers. Star isn't going to say this publicly so you get the spin as you do. 
    No member give thanks

  • Andrew

    andyf

    12 Jan, 2017 01:55 pm

    Purely speculation on my part, but given the debacle with TigerAir and Bali, together with things like this occurring, these small pieces together perhaps start to ring alarm bells on how the airline is being run. 

    Surely a competent management is across these types of issues and ensures that they don't disrupt operations (whether it is lounge access at a major port of call, or regulatory authority to fly particular flights).
    No member give thanks

  • DBPZ

    DBPZ

    12 Jan, 2017 08:16 pm

    US$40 is not too bad since everything is much cheaper in the US, and this is a gusture that VA is trying to make us happier after it was dumped by KiwiAir.
    No member give thanks

  • traveller90

    traveller90

    13 Jan, 2017 10:44 am

    I feel it is simply the return to lounge access as it was 3 decades ago, before the excitement of FF and SC points and when the only way to enjoy lounge access was to either fly First or Business Class and enjoy the perks they provided. We have all had a good run with lounge access on our discount fares but now it is time to return to the days when access was a privilege paid for and not a right due to how much you fly on the discounted fares.
    No member give thanks

  • Chris

    flychrisfly

    13 Jan, 2017 12:37 pm

    Hi Chris, the 'tile' on the AusBT homepage for this article has abbreviated LAX to LX which gives it quite a different context
    No member give thanks

  • Chris Chamberlin

    ChrisCh

    13 Jan, 2017 12:54 pm

    Cheers for that, all fixed. It's definitely LAX, not SWISS! :)

    No member give thanks

Guest

19 Dec, 2017 03:44 am

×
×

Forgot Password

If you’ve forgotten your password, simply enter your email address below, then click 'Submit'. We’ll send you an email to re-activate your account and enter a new password.

×