Contacting Velocity Flight Redemption Team

[scullkr]

Apologies if this is considered a duplicate thread but I'm struggling to contact Velocity to get this matter resolved and would appreciate any advice.

Original thread is here:
AUH- PER Flight cancelled

I originally posted under Etihad but the issue is clearly a Velocity one at this point.

Essentially I need to speak to the team in Velocity in charge of rerouting my cancelled route. They tend to call me very early for AWST, I am instructed to call back the standard Velocity number and speak to the Flight Redemption team. I end up speaking to an operator who checks only award availability for rerouting.

The latest suggestion was that they could reroute me to the East Coast but I would have to pay in points for a MEL-PER or SYD-PER reroute. The other options was to cancel my flight. The team in charge of rerouting don't take any incoming calls apparently.

I feel like I need to speak to them directly or in writing. Any suggestions?

 

[liamsal]

Do you hold any status with Virgin? Could try emailing them if you're having no lucky with the call centre

 

[scullkr]

Velocity Silver only. ‘Priority’ phone service.

 

[odysseus]

[email protected]

Put your case forward. I agree that I would expect re-routing to provide an alternative arrangement. It sounds like you are just getting the standard call centre responses as if you were making or changing a booking yourself.

 

[scullkr]

I will, thanks. I wasn’t aware of that email address.

 

[Pleb Status]

They tend to call me very early for AWST, I am instructed to call back the standard Velocity number and speak to the Flight Redemption team. I end up speaking to an operator who checks only award availability for rerouting.

How early are they calling? I assume it would not be before 06:00 AWST.

I am used to early calls to/from the East, particularly during summer with the three hour time difference...

 

[scullkr]

How early are they calling? I assume it would not be before 06:00 AWST.

I am used to early calls to/from the East, particularly during summer with the three hour time difference...

Yes, they are at about 6am which would be fine if I was expecting a call and I could be ready for it. I generally am up about an hour later, and call back. My main issue is that I cannot call back the rerouting team that are calling me and have to go through the standard operators who can't connect me to them or offer anything helpful. It seems a bit daft.

I've emailed them now so hopefully they reply.

 

[scullkr]

Back to the drawing board it seems. I’m not sure they even read the email.


‘Thank you for contacting us about your cancelled flight.

Im sorry that were unable to answer your query prior to your flight.

Your feedback about your experience has definitely been heard. Well make sure to forward this to the partner to provide better experience for our members. We truly appreciate the time youve taken to let us know about this.

Im sorry we let you down and on behalf of Velocity Frequent Flyer I hope youll accept our sincerest apologies.

In the future, should you have clarification about your flight bookings its best to call our Guest Contact Centre team at 13 67 89 following the prompts. Our Guest Contact Centre is available to assist you 24 hours a day, seven days a week.

If you have a question, please visit velocityfrequentflyer.com or call the Membership Contact Centre on the number below.’

 

[Denali]

I think its time to use Facebook/social media to ask why is it so hard. You booked, flight route cancelled and now you are stuck after attempting to make contact # of times and its still unresolved.

Sadly, social media seems to be the only time Siver and plebs get any responses.

 

[serfty]

www.airlinecustomeradvocate.com.au

 

[serfty]

www.airlinecustomeradvocate.com.au

More here: The Airline Customer Advocate (ACA)