Virgin Velocity glitches

[Cddc]

Hi all,

Long time lurker, first time poster.

Just wondering if anybody else has had trouble in the past month with:

A) getting flights credited to their velocity account - I am still waiting for flights from October and early Nov. Some flights I got points and no status credits and others, no points or status credits. Some status credits have started to trickle in from October, but not all flights.
B) getting through on the premium line to their call centre. Of late, every time I call Virgin to make or change a booking, after I put in my FF, which usually directs me to the premium line, it just hangs up on me. The only way I can talk to someone is not enter my FF number at all and wait in the general queue before talking to someone who decides my travel is too complicated before transferring me into the premium queue, so I end up waiting twice as long.

This seems to have coincided with the launch of their new website, introduction of the velocity app and status credit changes to international short haul flights. Interested to hear other AFF members thoughts/theories as to why this is happening. WP if that means anything.

Cheers

 

[aamslfc]

Based on my recent experiences, the call centre is good or bad depending on what you want to do.

If you want to make/change/cancel a booking (normal, reward, or AMEX flight), I find the service tends to be great. All the operators I've had were helpful, knowledgeable, and were able to action my request rather quickly. And yes, that is pretty much the job description but it's rare with most companies so it's always nice when it actually happens!

If you want to speak with Velocity about anything re: FF, the service is utterly dismal.

I usually get through to the Premium queue no problem (Gold) and have someone pick up almost instantly. Except for yesterday, which rang out twice during business hours, and then this arvo when the system ignored my FF number and dumped me on the same people in the Velocity area who'd given me a bum steer yesterday arvo.

 

[serfty]

a) a Huge problem at the moment: How long for VA credits / points to appear after flight

b) I'm trying not to call re some Nov. 10th flights - seeing if they actually post correctly without intervention.

 

[Cddc]

Update: some flights from early November have come through without intervention. I still have a flight from October though where points were credited, but no status credits. Talked to VA who said there was a known issue and are investigating. They gave no timeline for when the status credits would be credited.

 

[Blinky]

After waiting a bit over two weeks I called and had the points credited immediately. I have other more recent points still outstanding. It will be a pain if I have to call every time.

By the way, they managed to immediately deduct points I used to upgrade....