Problem with missing points claim - VA metal/EY code

Hi VFF,
in January I flew MEL-SYD-AUH-BRU-AUH-MEL. All flights were in Business Class, and all on the same ticket. All flights were on EY codes. The MEL-SYD sector was on VA metal, while all other sectors were on EY metal.

My Velocity number was added to the booking prior to travel, as confirmed by the person who checked me in (VA staff). My Velocity number was also printed on all boarding passes. Points and SCs for all of the flights on EY metal posted automatically within a couple of days, but the points and SCs for the MEL-SYD sector (which was on VA metal) have still not credited.

I submitted a retro claim online 2 weeks after the flight. In the first instance I used the web form on the grounds that the flight was with VA, rather than the e-mail method that should be used for EY flights. It later occurred to me that this might have been a mistake, but the website really isn't clear either way - it says:It does not clarify what "travel on Virgin Australia" means - i.e. does this mean on a VA code or on VA metal (or both)?

Anyway, after 2 weeks had passed with no sign of the points or SCs and no reply, I assumed I had done the wrong thing, so I submitted a new claim by e-mail. I explained the situation above in my e-mail, in case it appeared that I was trying to double dip. Now, over a month after the second missing points claim, I still haven't been credited with points or SCs. Also, I still haven't had any sort of reply to either claim, other than the initial auto-reply acknowledgment saying "Points for eligible flights with Virgin Australia will be credited to your account within 3 working days and points for eligible transactions with our partners will be credited to your account within 4 weeks".

I'd be grateful if you could clarify the following:
1. What is the correct process to follow to claim missing points from a flight that was on VA metal but an EY code? Can the website be updated to clarify this?
2. If a missing points claim is unsuccessful for any reason, will I get a reply to explain why?
3. Can you explain why there would be a problem posting points and SCs for a sector on VA metal, when the points and SCs from all sectors on EY metal on the same booking posted without issue?
4. Can you advise how long it should take to receive the missing points/SCs?

Thanks in advance.

Hi Jack3193, I'm really sorry for the trouble this is causing you and I'd be happy to answer your questions. The claims process is based on the flight marketing code, in this case EY, so you were correct to email our retro address. If your Points claim is unsuccessful, you will be contacted to explain why. It's pretty clear that something has gone wrong here and I do apologise for that. If you do want me to investigate, please send me a private message with your Velocity number and flight details. It can take up to six weeks for Points claims to be processed but most are resolved within a couple of weeks. I hope this helps to clear things up and put your mind at ease.

I had a similar experience when I flew KUL-AUH-BNE-MEL on the same booking. Points and SCs for all of the flights on EY metal posted automatically within a couple of days, but had to submit a retro claim for the points and SCs for the BNE-MEL sector (which was on VA metal) after waiting a few weeks. It also took a few calls to follow up before the claim was processed successfully but like Velocity Frequent Flyer pointed out it can take up to 6 weeks.

Velocity Frequent Flyer said:

Hi Jack3193, I'm really sorry for the trouble this is causing you and I'd be happy to answer your questions. The claims process is based on the flight marketing code, in this case EY, so you were correct to email our retro address. If your Points claim is unsuccessful, you will be contacted to explain why. It's pretty clear that something has gone wrong here and I do apologise for that. If you do want me to investigate, please send me a private message with your Velocity number and flight details. It can take up to six weeks for Points claims to be processed but most are resolved within a couple of weeks. I hope this helps to clear things up and put your mind at ease.

Click to expand...

Thanks VFF. Points and SCs posted today

AIRwin said:

I had a similar experience when I flew KUL-AUH-BNE-MEL on the same booking. Points and SCs for all of the flights on EY metal posted automatically within a couple of days, but had to submit a retro claim for the points and SCs for the MEL-BNE sector (which was on VA metal) after waiting a few weeks. It also took a few calls to follow up before the claim was processed successfully but like Velocity Frequent Flyer pointed out it can take up to 6 weeks.

Click to expand...

Thanks AIRwin. Interesting. So either this is a weird coincidence, or there is a glitch affecting points/SCs from EY codeshares on VA metal?