Can't pay for points + pay using credit shell/travel bank, broader whinge about T&Cs

[Plutonus]

Has anyone else found inconsistencies in Velocity's T&Cs that Velocity aren't really bothered about?

Few weeks ago, called up to book a redemption using points + pay, and use credit for the pay component. Told can't do that. I asked what section of the T&Cs it says I can't. Get referred to clause 14.4 (emphasis added), which states:

14.4 Redeeming Points for Any Seat, Any Airline Rewards14.4.1 All Members are entitled to redeem Points for flights on eligible airlines located anywhere in the world (Any Seat, Any Airline).
14.4.2 In order to redeem Points for a flight under the Any Seat, Any Airline benefit:
(a) the airline must allow:
(i) bookings to be made via a Global Distribution System or website; and
(ii) accept payment at the time of booking, including by credit card;
(b) the Member must have a sufficient number of Points in their Velocity Frequent Flyer Membership Account at the time of booking to cover the entire cost of the booking with either:
(i) Points only; or
(ii) Points + Pay using an Acceptable Payment Card, in which case minimum Points thresholds will apply; and
(c) there must be the necessary seat availability on that flight.
14.4.3 A Member can redeem an Any Seat, Any Airline flights by calling the Velocity Frequent Flyer Membership Contact Centre at least 7 days prior to the desired date of departure. VRPL will charge a booking fee, which may include a ticketing fee and service fee per passenger. Fees and charges are listed in the Fee Schedule.
14.4.4 An Any Seat, Any Airline redemption cannot be ticketed on the same itinerary as a Program Partner award redemption and will be treated as a separate booking.
14.4.5 Any booking changes, cancellations or refunds, are governed by the ticketed airline's fare rules and terms and conditions of carriage applicable to that booking.

I pointed out that I wasn't redeeming an any seat, any airline ticket, which clause 14.4 relates to. Clause 14.2 which relate to plain old reward seats mentions nothing about payment method restrictions. Got put on hold whilst the lady from the Philippines checked with her supervisor, and came back and said "My supervisor said 14.4 applies to reward seats as well", to which I responded "but it doesn't say that in 14.4". Followed by awkward silence... so I gave up and just booked paying with CC.

Sent in feedback complaint, few weeks wait, long story short response was "I have passed on your feedback to management to make our T&Cs clearer. Credit shell/travel bank is not an acceptable method of payment for points + pay". I didn't really find this an acceptable response so I went back saying your T&Cs don't prohibit it and as a member I must follow them, which I am trying to do.

Latest response is that system limitations mean they can't process such a request and they'll look at making the T&Cs clearer.

Does anyone else find this a bit questionable? System problems are Velocity's issue, not mine, and as there is no limitation on payment methods for reward seats I should be able to pay how I like, no? Or maybe I'm just whinging...

 

[JetSetting88]

Re: Can't pay for points + pay using credit shell/travel bank, broader whinge about T

I've just been through this same cough! Is this not false advertising?

Points + Pay return in PE BNE-LA, I have $150 in my travel bank and the pay portion of my reward flight is $139 and cannot use it.

All I get is transferred between Velocity and Virgin bookings with the same response... "Sorry you cannot do that". When clearly the FAQ on the website states its not an issue, or has no mention of it: (FAQs | Virgin Australia) Travel Bank credits can be used towards any Virgin Australia booking with the exception of Blue Holiday Packages.

 

[Plutonus]

Re: Can't pay for points + pay using credit shell/travel bank, broader whinge about T

After several responses of "this is our policy. We apologise it isn't clearly worded in the terms and conditions and I have passed on your feedback to management and we will look at removing any ambiguity or inconsistencies" I simply gave up. Good luck with your battle!

I've just been through this same cough! Is this not false advertising?

 

[JetSetting88]

Re: Can't pay for points + pay using credit shell/travel bank, broader whinge about T

Basically the same run around I received also. I gave in and ended up paying with CC.

Guess i'll be taking everything on the VA website with a grain of salt from now on.