Can I open a case [VA on EY not crediting]

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cssaus

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I'm in London at the moment having flown here on a paid business class ticket issued by Virgin Australia, sold to me by American Express on VA flight numbers operated by Etihad.

I was correctly credited for my connecting flight from AUH to LHR but nothing for my SYD-AUH flight. I've submitted a missing points claim to VA with my boarding pass and electronic ticket.

The last correspondence I received from VFF was to say:

"Etihad Airways system failed to find your details on the specific flight (Sydney-Abu Dhabi), and when we submitted your initial claim it returned a response on the Claim Missing Points page requesting to send travel documents for further escalation.

This validation usually takes four to six weeks from that time it was submitted to the partner. The timeframe is an estimate since it involves forwarding data to the partner airline for validation then sending it back to us.

As much as wed like to add the Points right away, were still bound to wait for the operating partner airlines approval to add the Points to your account.We greatly appreciate your patience while waiting for the Points to be added to your account."

Based on the above, would I be entitled to file a claim with the Airline Customer Advocate's office?
 
Claim for what exactly? The missing apostrophes?
They have a process and you are part of it. Nothing has been denied or rejected yet. Might just need to be patient.
 
I'm in London at the moment having flown here on a paid business class ticket issued by Virgin Australia, sold to me by American Express on VA flight numbers operated by Etihad.

I was correctly credited for my connecting flight from AUH to LHR but nothing for my SYD-AUH flight. I've submitted a missing points claim to VA with my boarding pass and electronic ticket.

The last correspondence I received from VFF was to say:

"Etihad Airways system failed to find your details on the specific flight (Sydney-Abu Dhabi), and when we submitted your initial claim it returned a response on the Claim Missing Points page requesting to send travel documents for further escalation.

This validation usually takes four to six weeks from that time it was submitted to the partner. The timeframe is an estimate since it involves forwarding data to the partner airline for validation then sending it back to us.

As much as wed like to add the Points right away, were still bound to wait for the operating partner airlines approval to add the Points to your account.We greatly appreciate your patience while waiting for the Points to be added to your account."

Based on the above, would I be entitled to file a claim with the Airline Customer Advocate's office?
How long ago was the flight and how recent is the email you’ve posted? As they are still investigating and have given a time period I’m not sure there’s anything to complain about yet?
 
Given that they have to wait for a response from Etihad (of all partner airlines), this could take a while. But I'm sure you will get your points eventually.
 
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There's a poster here who submits a missing points claim at wheels down. Something to do while taxiing to the terminal presumably.

Like him/her, you are, of course, entitled to complain to whomever you like, but, like him/her, you don't actually need to. Find something better to do for 4-6 weeks.....
 
The ACA is a last resort ......

VA has given you an explanation ... 6 weeks is a worse case situation and normally it is sorted in 2 weeks ....

Now if this was 6 weeks and still no answer ... you maybe have a case for the ACA
 
Give VA a chance to resolve it - they've provided an explanation and asked you wait. If they then ignore further correspondence or fail to act after a protracted period only then would you go to the ACA. To go now would be premature.
 
Give VA a chance to resolve it - they've provided an explanation and asked you wait. If they then ignore further correspondence or fail to act after a protracted period only then would you go to the ACA. To go now would be premature.

That's what I intend doing, I was just wanting to get an opinion that if I don't received a satisfactory response in due time that I can take my claim to the Advocate's office.

In my last correspondence to VA, I stated that to put it into the most simplistic terms, the basis of my claim is for a flight sector on a paid business class Virgin Australia flight, sold by Virgin Australia on a Virgin Australia ticket and stated it's Virgin Australia's responsibility to credit my Velocity Frequent Flyer account as evidenced by the documentation provided to them and not kick the can to Etihad for a response and I added that I hoped that common sense can prevail.
 
In my last correspondence to VA, I stated that to put it into the most simplistic terms, the basis of my claim is for a flight sector on a paid business class Virgin Australia flight, sold by Virgin Australia on a Virgin Australia ticket and stated it's Virgin Australia's responsibility to credit my Velocity Frequent Flyer account as evidenced by the documentation provided to them and not kick the can to Etihad for a response and I added that I hoped that common sense can prevail.

I think you are being a bit harsh. VA may sell the ticket, but they do need EY to confirm you flew it. Common sense would tell me that they can't move forward without EY here. I'm sure the T&Cs of the program will state that it may take weeks for points to post on occasion.
 
I think you are being a bit harsh. VA may sell the ticket, but they do need EY to confirm you flew it. Common sense would tell me that they can't move forward without EY here. I'm sure the T&Cs of the program will state that it may take weeks for points to post on occasion.

They don't need to wait for EY to confirm the flight, they have been given the boarding pass & e-ticket that confirms the claim. If I was claiming credit for a flight that was ticketed by EY with EY flight numbers then sure, I'd have to wait for VA to get the appropriate confirmation.
 

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And yes, they match that information with the flown pax data.

Once it’s confirmed that you actually boarded the flight and flew, then they credit it.
 
Your BP is not confirmation, as you receive that before you board, not after. E-ticket? Again, not proof of flight and irrelevant.

Proof of flight needs to come from the operating carrier. The VA flight number has absolutely nothing to do with it.
 
They don't need to wait for EY to confirm the flight, they have been given the boarding pass & e-ticket that confirms the claim. If I was claiming credit for a flight that was ticketed by EY with EY flight numbers then sure, I'd have to wait for VA to get the appropriate confirmation.

NO

They need EY to confirm as they pay for the points allocated ....... Who is to know you did not credit that flight to another airline? That flight was valid to earn?

YES a BP has the basic information ... but a lot is hidden in the background
 
@cssaus You may want to remove the "redacted" boarding pass you've posted. The barcode contains your full name and Velocity number.
 
Yes St____n, you might want to take sbor90's advice there..
 
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