Posting of points and SCs

[straitman]

There has in recent times been a bit of a ground swell of people complaining that the VA and Velocity FF web sites are letting the airline down. If you look at the recent posts it has now reached a point where people have had enough and are deliberately looking and booking elsewhere because yet again, they can't login to their accounts or they can't make bookings or their points and SC's don't post. Anecdotally it looks like this has become the norm rather than the occasional occurrence.

The web site was down for 24hr maintenance over the weekend but from a customer perspective nothing appears to have improved.

In response to this the customer service people and front line staff, almost without exception, are great but obviously having to do a huge amount of work that they should not have to do.

You can only peeve people off for so long before you lose them permanently and they walk away and don't look back. From this then my obvious question then is when are we likely to see some improvement and then fix the problems completely?

 

[grubbidok]

The web site was down for 24hr maintenance over the weekend but from a customer perspective nothing appears to have improved.

I would go as far to say that, for me at least, the website actually seems less functional than it was before. I would agree that this is really letting down what is otherwise a good product, and needs urgent attention. You just can't get away with poor internet functionality nowadays, no matter how good your product is.

 

[serfty]

There is this now getting very long thread: http://www.australianfrequentflyer....elocity/slow-non-posting-va-points-47297.html

It seems that whomever VA are getting to check these claims are either ignoring most of them or overwhelmed.

At the very least some followup after no more than 10 business days is desirable. (I am still waiting for a claim from a March 8th flight - I have had nothing since the auto email response for a 'retro' claim put in after an inial wait of two weeks, then another two - the six weeks since that are up mid June.)

 

[Deleted member 29185]

I am still waiting for a claim from a March 8th flight - I have had nothing since the auto email response for a 'retro' claim put in after an inial wait of two weeks, then another two - the six weeks since that are up mid June.

Mine that I did retros on from the same era serfty, have all now been credited.......even though I never even got the auto replies.......no contact at all in fact until they landed!

I have two more to claim but to be honest, I just haven't had the energy to go through the saga.........it certainly becomes mentally taxing after so many claims and trying to keep track of them all!!!!!!!!!!!!! Perhaps VA should be shouting us all holidays to recover.

Another thing I'm still coming to grips with is the double charging issue. My bookkeeper was murdered a month and a half ago (which has taken a huge emotional toll on us) and as I'm now having to reconcile accounts myself, I have already noticed multiple double charges from VA. I'm going to finish all the reconciling and then tally them and claim, but I'd be recommending everyone check their statements against their purchase/flight records. I also want to check they haven't at some point credited the double charges back, but at this stage it doesn't look like it.