We are currently assessing your activity...

[Aussie_flyer]

If you are gold, that's how it works. You go up based on your past 12 months of status credits. So when you hit 1000 SC in a twelve month period, you go up.

Am I missing something in what you are seeing?

oh i thought it was like Qantas, within a set period of 12 months. Didn't realise it is a rolling 12 month period. thanks

 

[MandM]

Yes that's right, you would need to call. But that doesn't mean the activity didn't backdate. The system reviews your balance every night. If you were not over 500 SCs at any point then naturally the system will not have upgraded you to gold. When those flights do credit the system does not go back in time to check if at that date they would have got you the next status level. That's why you need to call. Most of the time flights credit fairly quickly, and it's only if flights drop off within that small window before the qualifying flight credits that this can happen.


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Except when I called I had to argue my case and in the end made to feel like they were giving me something I had not earned. They told me they were giving me 'the benefit of the doubt'. Why don't they just do the calculations on the 'activity date', that shouldn't be too hard.

 

[pshepvic]

Which is exactly my point. The system doesn't automatically update. Sure people are going to call if they should've gone up a level. But they are not going to call if flights carry over to the next year, in their favour. Whatever is shown on the website is irrelevant if the computer is counting it from the posting date.


Sent from the Throne

In the case of SCs posting after a review date but are backdated, the flights definitely do not carry into the next year's requalifying balance. [Note that I'm saying this for the case when they do backdate when posted automatically - in some cases when a flight has been credited manually by the call centre, the activity date is not backdated]. I had actually hoped that would happen, as I also stood to gain from it, but not the case.

My account finally ticked over today, and I can see the following earned in my new membership year:



When you view my activity for "September" you can see 160 SCs have posted during September - however my balance shown above for the new membership year is only 120, because two of the flights below were from last membership year. Whilst they posted this year, the system did not count them towards this year based on the posting date, it counted them towards last year due to the activity date: [EDIT:refer to the flights that posted on 2nd & 7th of Sept - but backdated to August]



A problem would have occurred if I had been just under the 800 SCs required at the review date and needed those two flights - that's where the assessment period would have been useful. However, this is only going to impact a small percentage of people and so I still believe that the system should automatically extend your membership level as soon as you reach it, rather than this manual activity. Only people who have just missed out at the requalifying date should require a manual review or have an assessment period.

Whilst what I have shown above is a slightly different scenario to upgrading, effectively the same thing occurs - if in between the date of taking a flight and the date the points credit, previous SCs may drop off, and the system will not pick up the upgrade - therefore a phone call is required, and I think we're all in agreement on that (and that it is a flawed system). Technically this could happen on Qantas too - if you took a flight right at the end of your membership year that was going to push you up a level, it may not credit until the new year - and as Qantas wipes SCs overnight at the review date, it would require a phone call to have the status manually adjusted. It's just that it is more likely to happen with Virgin because of the rolling calculation.

I agree that the backdate may be irrelevant for the auto calculation of upgrades overnight, as in any event the points will always be "missed" from the calculation for at least the first two days. But the backdate in the account is important for when you call up, as it makes it easier to explain it to the person on the other end. Personally I think this is all a moot point and the system should simply be better configured - firstly to credit flights faster (especially domestic - I had a flight on QF at 10am today, and it had already credited when I logged in at 2pm), and secondly, when a flight does credit for a prior date, the system should calculate what the SC balance on that date would have been to check if a status upgrade was missed.

 

[pshepvic]

Except when I called I had to argue my case and in the end made to feel like they were giving me something I had not earned. They told me they were giving me 'the benefit of the doubt'. Why don't they just do the calculations on the 'activity date', that shouldn't be too hard.

And that's definitely not acceptable. Could they not see the Activity Date?

I'd suggest submitting a complaint through the website to explain what happened - they need to realise their system is flawed. (Note that when you do submit a complaint through the website, they are quite fast at responding and are very good to deal with).

I actually had a similar situation when I first qualified for Platinum - the problem wasn't the SCs not crediting in time, it was the SCs for a flight in-between my qualifying flight and the actual upgrade happening crediting to the old membership year. I took the flight that got the SCs for Platinum on August 29 (from memory). But because they didn't post until August 31, my account didn't go to Platinum until Sept 1. In the meantime I took a flight on August 30 - technically this was the day after I should have gone Platinum (but didn't because of the standard 2 day point posting delay). That flight didn't credit until 2nd September, but because it was backdated it when to my previous membership year even though the activity was after the flight that qualified me for Platinum. Sounds confusing I know, and it took three phone calls (including a supervisor) to sort it out. Admittedly at the time it was only a week since Platinum and the new Velocity had launched, so it was understandable they were confused. But after a year they should understand these situations, and it should be a standard process to fix, rather than an argument!

 

[oz_mark]

Review Date tomorrow. I guess I'll be in the limbo land of 'we are assessing' come Saturday!

 

[serfty]

Review Date tomorrow. I guess I'll be in the limbo land of 'we are assessing' come Saturday!

Going by experince it may be limbo until halfway through next month ...


... then again, maybe the Velocity assors are getting past the one year status match anniversary peak ...

 

[pshepvic]

So my new card arrived today - and yesterday was the end if the 1 month grace. That's pushing it a little bit as far as I'm concerned, especially considering I had technically requalified in January, and I have a flight tomorrow morning.


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[ozmille]

New card hasn't arrived yet but last week my status dropped online to SG, let's see if we can keep it

 

[N860CR]

Interestingly... I had 1 Platinum upgrade left to use. Platinum expired on 4th Oct so I figured I'd have until 4th Nov to use it. Just booked a flexi and logged into my account and the upgrade credit is gone. Account shows under review.

I'm really PO'd now that the agent on the phone for my last upgrade used my "bonus" upgrade expiring in 2013 rather than this one that's now gone (after I specifically told her not to ) Waiting a month now for a response from DJ on that one

 

[ms1]

You'd probably be better off giving VA a call to discuss that one. Ask to speak to a supervisor if you're not getting anywhere.

 

[pshepvic]

Same happened to me. I never actually saw the bonus in my account and they used it leaving one that was expiring. Because I didn't realise, I saw a remaining upgrade and then in a rush used it on a MEL-SYD flight but had I realised they used the bonus one without telling me I would have complained back then as I would have saved it for a longer flight. Now they are saying that I did use them all, but my point was that I wouldn't have used it if they'd given me the right info.


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[Hvr]

Well I got my Gold pack today. Would love to fly some more but I foresee a dramatic decrease in my flying in the next 12 months. Still things can change if something fortuitous happens.

 

[ozmille]

New card hasn't arrived yet but last week my status dropped online to SG, let's see if we can keep it

New boxes arrived for SWMBO and myself, back to gold it is! Can't see a lot of (DJ) travel in the next 12 months either so I expect to go down further

 

[lobo76]

Today is the first day of my new Velocity membership year, and I logged in hoping to see 4 new upgrade credits, and instead found the following message:

I would have thought the system would be able to process it automatically overnight, like it does for upgrades, so I wonder if this means there is some sort of manual intervention required. My partner's account is a day ahead of mine, and has this same message as well.

Bring on Sabre & hopefully these things will get sorted soon!

It seems Sabre hasn't changed the requal delay. My status say assessing for over a week now.
I'm hoping my flights this weekend go towards my next gold requalification....

 

[pshepvic]

It seems Sabre hasn't changed the requal delay. My status say assessing for over a week now.
I'm hoping my flights this weekend go towards my next gold requalification....

Very disappointing. I'm assuming that there will be more functionality to come - most big IT rollouts are done in somewhat of a staged approach. Let's hope this is one thing that is fixed.

 

[Deleted member 29185]

Let's hope this is one thing that is fixed.

Of all the things I'm hoping they fix, this one is a fair way down my priorities list :shock:

 

[oz_mark]

Very disappointing. I'm assuming that there will be more functionality to come - most big IT rollouts are done in somewhat of a staged approach. Let's hope this is one thing that is fixed.

My own feeling with this is that we are seeing the result of some sort of business process. I'm not so sure it is a Sabre thing to fix.

 

[williamsf1]

My own feeling with this is that we are seeing the result of some sort of business process. I'm not so sure it is a Sabre thing to fix.

The Loyalty system is a seperate system

 

[oz_mark]

The Loyalty system is a seperate system

Yes, which is why Sabre wasn't going to fix it, which was the comment I was responding to.

 

[MandM]

It seems Sabre hasn't changed the requal delay. My status say assessing for over a week now.
I'm hoping my flights this weekend go towards my next gold requalification....

How long did the assessment end up, lobo76? I'm at almost two weeks for what seems like a very straight forward case (more than enough for gold, no where near enough for plat). I just don't understand the delay.