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Originally Posted by PlutekPlutek Why does it need to take so long? I've put in a claim for my parents for flights on Etihad last week. Is it really going ...
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  1. #21
    Established Member notzac's Avatar
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    Re: Retro Claim - How long do I have to wait?

    Quote Originally Posted by PlutekPlutek View Post
    Why does it need to take so long? I've put in a claim for my parents for flights on Etihad last week. Is it really going to take months to get sorted?
    In some cases, yes. Not one of my favourite parts of the program. Last EY flight I had took 12 days to clear in to my account.

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  3. #22
    Member ricee007's Avatar
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    Re: Retro Claim - How long do I have to wait?

    Quote Originally Posted by notzac View Post
    In some cases, yes. Not one of my favourite parts of the program. Last EY flight I had took 12 days to clear in to my account.
    It took them 15 weeks to reject my Air NZ claim.... with an email saying that my details were not correct.That is a loud of ass. I sent in my boarding passes, as requested by the website, to the correct email address. How the hell could that be incorrect? Now, it's over 15 weeks and I'm still trying to get it sorted. Not worth it. Not flying Virgin again till it gets fixed.

    My Strawberrynet points never showed up.

    I forget exactly how long, but my Virgin flights took about 6 weeks to show up

    In the mean time, I'm bad mouthing Virgin/Velocity to every forum I know of, as well as many friends and families. Hopefully I can make even but a couple of people re-think whether or not it is worth joining Velocity.

  4. #23
    Established Member swanning_it's Avatar
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    Re: Retro Claim - How long do I have to wait?

    Quote Originally Posted by ricee007 View Post
    I sent in my boarding passes, as requested by the website,

    I never knew this requirement. I rarely retain boarding passes, just the itinerary and booking confirmation/receipt. Surely DJ can (and do) check you're on a flight without the boarding pass (even a partner airline flight) as just having a boarding pass is no guarantee you actually flew?

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  6. #24
    Member ricee007's Avatar
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    Re: Retro Claim - How long do I have to wait?

    Quote Originally Posted by swanning_it View Post
    I never knew this requirement. I rarely retain boarding passes, just the itinerary and booking confirmation/receipt. Surely DJ can (and do) check you're on a flight without the boarding pass (even a partner airline flight) as just having a boarding pass is no guarantee you actually flew?
    See eg, FAQs | Velocity Frequent Flyer
    Answer

    'To claim Velocity Points for eligible flights with Etihad Airways, Delta Air Lines, Virgin Atlantic, Virgin America, Hawaiian Airlines, Air PNG or SkyWest email a copy of your Electronic Ticket or Boarding Pass to retro@velocityrewards.com.au. '


    Back when I claimed 15 weeks it ago, Air NZ was on that list.

    I just found out a couple of days ago, AIR NZ no longer is... helfpully, they also aren't on the list of the other airlines that you can do retrospective claims for.. ('Claim missing Points for flights on Virgin Australia, Virgin Samoa or our other Airline Partners.') - other airlines seem to refer to the list above starting with Etihad - or to the other Virgin branded ones (and poly blue).

    Clearly this means the other advice must be followed..
    'For flights with Virgin Australia, V Australia, Pacific Blue and Polynesian Blue and our international airline partners ... Please have the following handy to claim you Points:
    • Your membership number.
    • For flights, your flight booking reference (PNR) or flight number, date of flight, origin and destination (if unsure, call the airline and they should be able to help).'

    So I sent in my boarding pass when it told me - met requirement #1.
    I've definitely sent in date of flight, origin, destination, flight number (all on boarding pass!) - met alternative requirement #2

    But guess what, the 'details I submitted' were wrong.

    What an utter joke this whole program is.

  7. #25
    Member Authenticated Company Rep Velocity Frequent Flyer's Avatar
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    Re: Retro Claim - How long do I have to wait?

    Quote Originally Posted by ricee007 View Post
    See eg, FAQs | Velocity Frequent Flyer
    Answer


    'To claim Velocity Points for eligible flights with Etihad Airways, Delta Air Lines, Virgin Atlantic, Virgin America, Hawaiian Airlines, Air PNG or SkyWest email a copy of your Electronic Ticket or Boarding Pass to retro@velocityrewards.com.au. '




    Back when I claimed 15 weeks it ago, Air NZ was on that list.


    I just found out a couple of days ago, AIR NZ no longer is... helfpully, they also aren't on the list of the other airlines that you can do retrospective claims for.. ('Claim missing Points for flights on Virgin Australia, Virgin Samoa or our other Airline Partners.') - other airlines seem to refer to the list above starting with Etihad - or to the other Virgin branded ones (and poly blue).


    Clearly this means the other advice must be followed..
    'For flights with Virgin Australia, V Australia, Pacific Blue and Polynesian Blue and our international airline partners ... Please have the following handy to claim you Points:
    Your membership number.
    For flights, your flight booking reference (PNR) or flight number, date of flight, origin and destination (if unsure, call the airline and they should be able to help).'


    So I sent in my boarding pass when it told me - met requirement #1.
    I've definitely sent in date of flight, origin, destination, flight number (all on boarding pass!) - met alternative requirement #2


    But guess what, the 'details I submitted' were wrong.


    What an utter joke this whole program is.

    Quote Originally Posted by ricee007 View Post
    In the mean time, I'm bad mouthing Virgin/Velocity to every forum I know of, as well as many friends and families. Hopefully I can make even but a couple of people re-think whether or not it is worth joining Velocity.

    Our AFF inbox is open to assist the AFF community that have questions or issues, so use the forum for good (ie and use the official company rep as has been noted previously) and let us fix the problem, rather than achieve little.


  8. #26
    Member ricee007's Avatar
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    Re: Retro Claim - How long do I have to wait?

    Quote Originally Posted by Velocity Frequent Flyer View Post
    Our AFF inbox is open to assist the AFF community that have questions or issues, so use the forum for good (ie and use the official company rep as has been noted previously) and let us fix the problem, rather than achieve little.

    I know it has not been particularly long, but I've pmed the rep on this forum twice.... About four days ago, the first time...... I have not got a reply yet. feel free to correct me, but it w as 3, 4 or 5 days ago...... Trust me, I've tried the phone, email, velocity complaint form, pming the rep and whining on ythis forum...what more is expected of me?

    Please excuse any mosspelling, I'm on my phone.

  9. #27
    Member Authenticated Company Rep Virgin Australia's Avatar
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    Re: Retro Claim - How long do I have to wait?

    Quote Originally Posted by ricee007 View Post
    I know it has not been particularly long, but I've pmed the rep on this forum twice.... About four days ago, the first time...... I have not got a reply yet. feel free to correct me, but it w as 3, 4 or 5 days ago...... Trust me, I've tried the phone, email, velocity complaint form, pming the rep and whining on ythis forum...what more is expected of me?

    Please excuse any mosspelling, I'm on my phone.
    Received your message on Saturday, so will follow up on it today.

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  11. #28
    Member ricee007's Avatar
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    Re: Retro Claim - How long do I have to wait?

    Quote Originally Posted by Virgin Australia View Post
    Received your message on Saturday, so will follow up on it today.
    For the AFF Community, and to be fair to Virgin/Velocity/the Rep, the Rep has perfectly resolved my issues and noted that cases like mine are used to improve internal processes. He even managed to offer a sincere apology.

    I'm happy again, and publicly thank him.


    Regards,

  12. #29
    Member pblackie's Avatar
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    Re: Retro Claim - How long do I have to wait?

    Did you get your points in the end? how long did it take? i'm still waiting for points from an Etihad flight in December.

  13. #30
    Member ricee007's Avatar
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    Re: Retro Claim - How long do I have to wait?

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    Quote Originally Posted by pblackie View Post
    Did you get your points in the end? how long did it take? i'm still waiting for points from an Etihad flight in December.
    Yes. See the post before yours. Cheers


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