Time taken to assess requalification status and send new card

[Gremlin]

Last year it took just short of a month after my expiry date to receive my replacement card. Three weeks after the expiry I left to travel overseas with only an expired Platinum card. I contacted VFF and they arranged a letter to show partner airlines to allow lounge access.

A colleague was in a similar situation a month later. I suggested calling VFF to arrange a letter, but they told him that they no longer would do that. He missed out on lounge access overseas despite legitimately being entitled to it.

Mrs Gremlin requalified as a Platinum last month. It again took almost a month for her replacement card to arrive. She travelled interstate and was still away when her card arrived, so on her return leg she only had the old expired Platinum card (the subsequent month allowed had just passed). Whilst the lounge staff accepted her situation and provided lounge access, it was still not ideal.

ive just realised I'm due to embark on an extended overseas break about three weeks after my expiry date later this year. I've already met the requirements for requalification, but I'm concerned that I'm going to be left without lounge access as my replacement card may not have arrived by the time I left.

Qantas look at whether a customer meets qualification a few weeks in advance and where requalification is assured, will send the replacement card so there is no period where the customer is in limbo. Most other loyalty programs I'm involved in also do this. Is there any intention of addressing this? Alternatively, is there any way to pull my assessment date forward, so I'll be assured of receiving my replacement card in time?

 

[Deleted member 29185]

I'm concerned that I'm going to be left without lounge access as my replacement card may not have arrived by the time I left.

Whilst I agree with your post, if challenged, turn your existing card over and point to the line that says "Card valid for one month after review date". Alternatively, VA could print an expiry date with, or in lieu of, the review date (which would be a similar concept to the 3 month grace period given by HH).


EDIT: My status altered recently and the new pack came out in 2 weeks and two days. I'm not sure if this is an indication that they're getting on top of time frames or whether general review date assessments are still taking longer to process.

 

[Velocity Frequent Flyer]

Hi Gremlin,
Can you PM your details, and we'll have a look.
(also will look into the process as you say)

thanks

 

[straitman]

Hi Gremlin,
Can you PM your details, and we'll have a look.
(also will look into the process as you say)

thanks

VFF,

From recollection from late last year, what Gremlin says was certainly the norm back then. SWMBO and myself also had about a months delay before the assessment was done. From assessment time to package arrival was fairly quick I believe.

 

[serfty]

Interestingly, I had a "Status review" done yesterday morning.

My SC tally was 995 but my status had changed to WP, this a after a 10SC flight on Saturday that has not posted yet.

This morning my SC tally was zero with 800 to re-qualify. So that's pretty quick. Lets see how long it takes for the pack to arrive.

 

[Gremlin]

Whilst I agree with your post, if challenged, turn your existing card over and point to the line that says "Card valid for one month after review date". Alternatively, VA could print an expiry date with, or in lieu of, the review date (which would be a similar concept to the 3 month grace period given by HH).


EDIT: My status altered recently and the new pack came out in 2 weeks and two days. I'm not sure if this is an indication that they're getting on top of time frames or whether general review date assessments are still taking longer to process.

The issue has been that I left just prior to the one month grace period expiring and card hadn't yet arrived. Returned after the grace period was up. So outbound leg was fine, but return was a problem.

BTW, for both myself and Mrs Gremlin, the replacement card arrived after the grace period had expired.

VFF, have PM'ed my details.

Thanks,
Gremlin

 

[dzinh]

I guess im pretty lucky as I hit WP last week and just got my WP pack today. I've been pretty lucky with VA and turn around time/ assessing time for SC and status reviews.

 

[777]

I had the same issue last year with my WP status expiring just before a longish overseas trip. From memory i had to rely on the fact that it was valid for the extra month and only got back just before the month ended. If it had been a week or two longer it would have left me stuck. I'd actually requalified in a matter of months, made partner plat and would have made made partner plat again if such a thing existed so there was nothing to review. Would be nice to streamline this.

 

[Gremlin]

Just wanted to bump this thread. I PM'ed VFF as requested in April and never heard back. I'm a few weeks away from leaving for an extended oversea trip and want to make sure I'm able to utilise the benefits I'm entitled to...

is there any change to this process or am I on my own?

 

[Velocity Frequent Flyer]

Regarding the process around a members card expiring....

Membership cards have a review date on the front, and on the back it states that the card is valid for one month after review date.
The assessment of the membership happens 14 days after your review date. This allows for retro’s to be processed etc.
On the night of the 14[SUP]th[/SUP] the system looks back over the previous 365 days from your review date and assesses what tier you have qualified for the following year.
Your new card will then be delivered to you before the old one expires.

This has been the process for the last two years.

To the OP, Gremlin, we've replied via PM.

 

[Fruitcake]

Membership cards have a review date on the front, and on the back it states that the card is valid for one month after review date.

Thanks for the clarification, VFF. FYI, however, my new VFF / Global Wallet card does not bear the advice that the card is valid for one month after the review date.

 

[Velocity Frequent Flyer]

Thanks for the clarification, VFF. FYI, however, my new VFF / Global Wallet card does not bear the advice that the card is valid for one month after the review date.

Hi Fruitcake,
Regarding the VFF Global Wallet...

The Velocity Side has the REVIEW DATE – this is when you need to have earned your status credits by to maintain your Velocity status (of which the card is still valid one month after the review date)
The Visa side – has the expiry date of the card when the Velocity benefits expire and the visa card expires.

 

[PDog]

I think I'm going to be stuck. I leave for the UK 3 weeks after my review date, so if my new card doesn't arrive before I leave, my current one will expire while I'm away. Frustrating, as I requalified 6 months ago.
Is a 14 day lag time managing by exceptions? I would have thought the majority wouldn't be relying on retros after the review date? Could you do a sweep on the review date, and them a second 14 days later to catch the exceptions?

 

[Gremlin]

I think I'm going to be stuck. I leave for the UK 3 weeks after my review date, so if my new card doesn't arrive before I leave, my current one will expire while I'm away. Frustrating, as I requalified 6 months ago.
Is a 14 day lag time managing by exceptions? I would have thought the majority wouldn't be relying on retros after the review date? Could you do a sweep on the review date, and them a second 14 days later to catch the exceptions?

Yes, this is exactly the same situation I find myself in. VFF, I've PM'ed you to discuss as your earlier PM to me doesn't address this.

We regularly take our major family holiday for the year spanning the September/October school holidays, so with a review date at the end of August, I'm going to find this a perennial problem unless VFF comes up with a better solution.

 

[erkpod]

I've got my original VFF silver card (review date June 2014) now have a silver Global Wallet card, expiry July 2014.

Tomorrow I qualify gold & my status review will probably happen later this week.


Do I get sent a gold VFF card and/or a gold Global Wallet card?

 

[Deleted member 29185]

I've got my original VFF silver card (review date June 2014) now have a silver Global Wallet card, expiry July 2014.
Tomorrow I qualify gold & my status review will probably happen later this week.
Do I get sent a gold VFF card and/or a gold Global Wallet card?

I've no idea. Did you apply for the Global Wallet or are they just sending them out as the stock standard VFF card now?

 

[PDog]

I've no idea. Did you apply for the Global Wallet or are they just sending them out as the stock standard VFF card now?

I'm thinking stock standard, as I really don't remember applying for mine. I always found when I moved up a status the cards were promptly sent, so I think you'll get your gold global wallet quite quickly.
Requallifying seems to be where the process falls down...

 

[Mal]

The Velocity Side has the REVIEW DATE – this is when you need to have earned your status credits by to maintain your Velocity status (of which the card is still valid one month after the review date)
The Visa side – has the expiry date of the card when the Velocity benefits expire and the visa card expires.

While I understand this, I wouldn't be wanting to be debating with an overseas partner lounge staffer that the expiry of a Visa card attached to my card is the actual expiry date of the card...

 

[erkpod]

I've no idea. Did you apply for the Global Wallet or are they just sending them out as the stock standard VFF card now?

I did apply & was sent a Global Wallet after being silver.

 

[PDog]

While I understand this, I wouldn't be wanting to be debating with an overseas partner lounge staffer that the expiry of a Visa card attached to my card is the actual expiry date of the card...

same. (as fantastic as your partner lounge staff have been!)