Trouble with priority phone line

[Mackey]

Tonight I've made two phone calls through to the Velocity 131 875 number on the back of the card. Both times I've entered my card number when requested, and gotten straight through to an operator whose first question is my Velocity number. What is the point of having to type it in if it doesn't go to the operator and they just ask for it again anyway? This isn't the first time this has happened either - it seems to be a bit hit and miss. Has anyone else experienced this? Is there another number I should be using instead?

 

[Daver6]

Yup the same thing happen previously.

Even more annoying get through the some OS call centre. They then tell me I should be calling the priority number. I get the number from them...they tell me the exact number I dialled. Hrmmm. Then they realise I'm calling from Perth and tell me the call priority call centre closes at 10pm (QLD). Confirm it is only 7pm in Perth, making it 9pm in QLD. They can't figure it out.

Very very frustrating!

 

[Ausbt]

i've always found VA's phone line service to be superb. Citibank, on the other hand, is outrageous. Ok so you want me to key a 16 digit number into your rediculous telephone-tree but always and I mean always insist I read it to you again?

 

[bullerdude]

Tonight I've made two phone calls through to the Velocity 131 875 number on the back of the card. Both times I've entered my card number when requested, and gotten straight through to an operator whose first question is my Velocity number. What is the point of having to type it in if it doesn't go to the operator and they just ask for it again anyway? This isn't the first time this has happened either - it seems to be a bit hit and miss. Has anyone else experienced this? Is there another number I should be using instead?

Are you selecting '2' as the option before entering your number? If so then something going wrong with VA's system - its possible that is is not recognising your FF number for some reason. What Velocity level are you?

 

[Mackey]

All the options I selected were '1'. '1' for a flight booking, '1' for domestic, '1' as a priority caller (platinum, gold or silver) then my Velocity number.

I'm a Velocity Gold.

 

[straitman]

All the options I selected were '1'. '1' for a flight booking, '1' for domestic, '1' as a priority caller (platinum, gold or silver) then my Velocity number.

I'm a Velocity Gold.

Try selecting '2' as your first option. (it works)

 

[hydrabyss]

I know if I dont key my velocity number in fast enough the system does not accept them and I get transfered to the overseas call centre.

 

[straitman]

I know if I dont key my velocity number in fast enough the system does not accept them and I get transfered to the overseas call centre.

Interesting.

I have never come across that issue.

 

[bullerdude]

All the options I selected were '1'. '1' for a flight booking, '1' for domestic, '1' as a priority caller (platinum, gold or silver) then my Velocity number.

I'm a Velocity Gold.

Ah, there is your problem. Option 1 takes you through to the Guest Contact Centre which doesn't actually have a priority line as it is mainline virgin.

You need to select option 2, which routes you to velocity, and then key in your FF number so it know to send you to the gold call centre.

I also made this mistake when I first became a platinum member

 

[lovestotravel]

A few weeks ago I entered my priority number and they asked me for it again when I got through

Has only happened once to me!

 

[serfty]

Interesting.

I have never come across that issue.

I have (in earlier days when I did not have it memorised).

 

[Mackey]

Ah, there is your problem. Option 1 takes you through to the Guest Contact Centre which doesn't actually have a priority line as it is mainline virgin.

You need to select option 2, which routes you to velocity, and then key in your FF number so it know to send you to the gold call centre.

Perfect - thanks everyone. Still beats me why when you select option 1 and it asks for your Velocity number it doesn't transfer you through, or send the number alongside your call. I've also had the problem where I didn't type my number in fast enough in the past.

 

[oz_mark]

A few weeks ago I entered my priority number and they asked me for it again when I got through

Has only happened once to me!

Happens every single time for me!

 

[Plutonus]

Can you book/change flights via the Velocity call centre? I always thought you had to go through the normal one.

 

[bullerdude]

Can you book/change flights via the Velocity call centre? I always thought you had to go through the normal one.

Yes. I always do everything through the velocity platinum line.