Long haul upgrade with points - great experience.

[justcallmeryan]

I thought I would share a great experience I had today with VA. I recently purchased a return Y+ to LAX in March on Expedia. I used Expedia as due to the changeover to sabre the new VA site doesn't appear to be displaying premium saver fares, at least not that I could see.

So today I decided to brave the call centre to request my upgrade using points as the new T & C's don't require you to wait until 7 day prior. First when the person answered I realised I was not speaking to the call centre in BNE but the o/seas version. She proceeded to pull up my booking and add my Velocity number as Expedia had not sent it across. Then when I requested the upgrade she said the dreaded 'I can't help you with that, and will need to transfer you along. Now sometimes the calls drop out (?????) so let me have your mobile number and if it does drop out someone will call you back' (yeah right!!!!).

Anyway, call gets transferred through and no more than 3 minutes later a rep that was clearly from the BNE office picks up and had been told what I'm after. He says he just needs to clear it with his manager and will pop me on hold for a minute (uh oh.....) and not more than 2 minutes later comes back and says that it shouldn't be a problem! He then proceeds to explain that the process takes a while with the new system, and that he'll call me back if any problems, but otherwise I should receive my new itinerary within an hour or so.

I spent the next hour sweating like crazy thinking there's no way this could be so easy, but as it turns out almost an hour to the time I hung up, my new J class itinerary arrived in my inbox both from VA and Expedia.

I hope this is a sign of things to come from Virgin as I for one feel this was an awesome experience!

 

[james4321]

Similar experience for me. Called Velocity and the upgrade was arranged quickly and efficiently. I have had to call the call centre on a few matters over the last week or so, and I have to say that while yes there has sometimes been a bit of a wait on the line, the operators have without fail been helpful, efficient, courteous, and seemingly eager to ensure that despite the problems with the changeover my requirements have been given the best treatment that they can. Well done Virgin staff.

 

[DaleS]

I have also had a great experience with the Platinum guys. Was waiting for confirmation of dates for a business trip to USA and had watched the Business saver fares rise for the dates I was expecting to travel. Meeting confirmations came through so I called the Platinum desk and got the very helpful Caroline. I asked her to check what was available on the dates I needed and she found a flexi fare which was eligible for an upgrade. I said please book it and upgrade me.She said you can only upgrade within 7 days. I pointed out the new clause in the TC's and she said "we haven't been told about that" but proceeded to check then booked my fare, upgraded me to Business and assigned my seats. So i saved about $5K as I would have booked the business fare if the upgrade had not been available. I call that a great Platinum benefit. Interesting point re seating - I had been checking Expert Flyer for my dates and it was showing plenty of seats available in Business on both legs so I was hoping the odds of an upgrade were ok. Row 5 was showing as occupied in both directions. However when I was checking the business fares I went through a dummy booking up to the point where I chose my seat and it allowed me to choose 5A. So they are doing some sort of blocking on this row.

 

[mella2007]

Fantastic for all of you and good to know for others in the same situation.

 

[Major]

Looks like the system is working....finally

 

[KCMil]

Row 5 was showing as occupied in both directions. However when I was checking the business fares I went through a dummy booking up to the point where I chose my seat and it allowed me to choose 5A. So they are doing some sort of blocking on this row.

Row 5 is reserved for VIP guests such as celebrity or people of note as it affords them a little more privacy. It is released once there is no know requirements for the row to be used.

 

[DaleS]

Hi KCMII - I'm aware of the row 5 VIP situation but my point is that if I had continued my booking for the business saver fare the system had allowed me to choose 5A in both directions. This is 2 months before my travel date. Also in 2011 when I was a mere Gold my wife and I flew BNE-LAX return and we were seated in 5 H & K on the way over and 5 A & B on the way back. I think the "requirements" are still a mystery only known to Virgin.

 

[bullerdude]

Hi KCMII - I'm aware of the row 5 VIP situation but my point is that if I had continued my booking for the business saver fare the system had allowed me to choose 5A in both directions. This is 2 months before my travel date. Also in 2011 when I was a mere Gold my wife and I flew BNE-LAX return and we were seated in 5 H & K on the way over and 5 A & B on the way back. I think the "requirements" are still a mystery only known to Virgin.

As far as I am aware, Platinums are entitled to Row 5 unless VA place an operational restriction on the seats.

However, I suspect your issues are more to do with the system not working correctly... Call them up and ask to speak to to manager about getting Row 5 - mentioning that its available if you do a dummy booking online - they will probable approve the request and allocated the seats.

 

[cssaus]

I have also had a great experience with the Platinum guys. Was waiting for confirmation of dates for a business trip to USA and had watched the Business saver fares rise for the dates I was expecting to travel. Meeting confirmations came through so I called the Platinum desk and got the very helpful Caroline. I asked her to check what was available on the dates I needed and she found a flexi fare which was eligible for an upgrade. I said please book it and upgrade me.She said you can only upgrade within 7 days. I pointed out the new clause in the TC's and she said "we haven't been told about that" but proceeded to check then booked my fare, upgraded me to Business and assigned my seats. So i saved about $5K as I would have booked the business fare if the upgrade had not been available. I call that a great Platinum benefit. Interesting point re seating - I had been checking Expert Flyer for my dates and it was showing plenty of seats available in Business on both legs so I was hoping the odds of an upgrade were ok. Row 5 was showing as occupied in both directions. However when I was checking the business fares I went through a dummy booking up to the point where I chose my seat and it allowed me to choose 5A. So they are doing some sort of blocking on this row.

I'm curious how this worked out for you.

I wanted to book a return flexi fare from SYD-LAS (via LAX) and upgrade using points to business class.

Speaking to Velocity they tell me I can only upgrade an itinerary that does not include a code-share partner flight even if it has a VA flight number. What this would mean is that I would have to buy a separate ticket for the return flight from Los Angeles to Las Vegas. Taking it further, giving that apart from Las Vegas, my other to travel to the US is New York, I could buy a flexi return ticket to LAX which I could upgrade to business using points and then purchase a separate return ticket to JFK....not a very economical solution.

EDIT:
Checking the T&C's I do now see that only flights marketed and operated by Virgin are eligible for upgrades. Given that the LAX-LAS-LAX flights are VA flights operated by Delta that excludes them from being upgraded.

I still don't see why I can't have both flights on the one ticket and be able to upgrade the SYD-LAX & LAX-SYD sectors only.

I might call the Platinum desk again to double check.

 

[bullerdude]

I'm curious how this worked out for you.

I wanted to book a return flexi fare from SYD-LAS (via LAX) and upgrade using points to business class.

Speaking to Velocity they tell me I can only upgrade an itinerary that does not include a code-share partner flight even if it has a VA flight number. What this would mean is that I would have to buy a separate ticket for the return flight from Los Angeles to Las Vegas. Taking it further, giving that apart from Las Vegas, my other to travel to the US is New York, I could buy a flexi return ticket to LAX which I could upgrade to business using points and then purchase a separate return ticket to JFK....not a very economical solution.

EDIT:
Checking the T&C's I do now see that only flights marketed and operated by Virgin are eligible for upgrades. Given that the LAX-LAS-LAX flights are VA flights operated by Delta that excludes them from being upgraded.

I still don't see why I can't have both flights on the one ticket and be able to upgrade the SYD-LAX & LAX-SYD sectors only.

I might call the Platinum desk again to double check.

Yes this is the way is works for points upgrades - which is rather stupid.

If the international sector (i.e. SYD-LAX) is a VA flight you bought from VA then its silly that you can't upgrade it.

Perhaps speak to a velocity manager and ask them to look into the matter and see if its something VA is willing to be flexible with or even change in the future.

 

[justcallmeryan]

I'm curious how this worked out for you.

I wanted to book a return flexi fare from SYD-LAS (via LAX) and upgrade using points to business class.

Speaking to Velocity they tell me I can only upgrade an itinerary that does not include a code-share partner flight even if it has a VA flight number. What this would mean is that I would have to buy a separate ticket for the return flight from Los Angeles to Las Vegas. Taking it further, giving that apart from Las Vegas, my other to travel to the US is New York, I could buy a flexi return ticket to LAX which I could upgrade to business using points and then purchase a separate return ticket to JFK....not a very economical solution.

EDIT:
Checking the T&C's I do now see that only flights marketed and operated by Virgin are eligible for upgrades. Given that the LAX-LAS-LAX flights are VA flights operated by Delta that excludes them from being upgraded.

I still don't see why I can't have both flights on the one ticket and be able to upgrade the SYD-LAX & LAX-SYD sectors only.

I might call the Platinum desk again to double check.

You may want to call and explain the half of the T & C's to them again. I am flying SYD - LAS via LAX return in March, and was able to upgrade the SYD - LAX sectors only as they are operated by VA (flight 1 & 2). I specifically said I only wanted to upgrade those sectors and that was fine with the rep, and he processed it. It does state that if you were doing the long haul flights with DL that wouldn't be possible. The second sector (LAX to LAS) was not possible to upgrade.

 

[cssaus]

You may want to call and explain the half of the T & C's to them again. I am flying SYD - LAS via LAX return in March, and was able to upgrade the SYD - LAX sectors only as they are operated by VA (flight 1 & 2). I specifically said I only wanted to upgrade those sectors and that was fine with the rep, and he processed it. It does state that if you were doing the long haul flights with DL that wouldn't be possible. The second sector (LAX to LAS) was not possible to upgrade.

Called again and this time I got the confirmation that I can indeed buy a return flexi ticket to LAS and just upgrade the VA1/VA2 flights to business. The issue appears to be that the Velocity call centre staff are working with old manuals and the confirmation came from being referred to a Velocity manager.

 

[bullerdude]

Called again and this time I got the confirmation that I can indeed buy a return flexi ticket to LAS and just upgrade the VA1/VA2 flights to business. The issue appears to be that the Velocity call centre staff are working with old manuals and the confirmation came from being referred to a Velocity manager.

That is indeed good news and may help with as well with some flight later this year

 

[Vaughnus]

Does anyone have information on how many points required to upgrade on long haul? I had a look on the Virgin Australia website and they still mention it as only available on domestics and short haul flights.

 

[Fruitcake]

They're hidden away in the Velocity T&Cs:

Effective for Requests from 13 January 2013

Fare (From)​	Cabin (To)​	Points needed to redeem upgrade​
Flexi (Y, B, L, K or H)	Premium Economy (P)	18,000
Flexi (Y, B, L, K or H)	Business (Z)	45,000
Premium Saver (O or R)	Business (Z)	45,000
Premium (W)	Business (Z)	25,000

Terms & Conditions | Velocity Frequent Flyer

 

[DaleS]

You've gotta study those T&C's. That's how I got my upgrade.

 

[Cyberon]

You've gotta study those T&C's. That's how I got my upgrade.

Are these upgrades only for Virgin Australia planes? Do they cover Virgin Atlantic? cheers

 

[justcallmeryan]

Are these upgrades only for Virgin Australia planes? Do they cover Virgin Atlantic? cheers

No. At this point you can only upgrade using points on long haul Virgin Australia operated flights, on a Virgin Australia ticket. So if you buy the ticket through Delta, even if it's operated by VA, you can't upgrade. Certainly wouldn't apply with Atlantic.

 

[zinkle]

If you upgrade Flexi to Business do you get Flexi or Business status credits?

 

[williamsf1]

If you upgrade Flexi to Business do you get Flexi or Business status credits?

the T&C say you earn at original fare basis paid ...... but you may get lucky and earn at business ...