2-4-1 virgin money flight balance majorly incorrect

[blingy90]

Hey all,

Like many on here I have the virign flyer cc to utilize the 2-4-1 offer. I booked my first return service using this roughly a month or so ago. I was just having a look at my velocity account and noticed in "my benefits" that I have -8 remaining flights. Obviously this is majorly incorrect.

I have seen on here before that this is not a new issue.

What is the best way to rectify this? Do you call velocity, virgin money, both?

Any help would be greatly appreciated.

 

[samas]

I tried calling Velocity and they acknowledged there was an issue and were going to escalate it - never heard back and my balance was wrong

Also sent them an email but never received a reply.

Then called Virgin Money and they put 'notes in my account' but it still shows up wrong.


I have booked one, one-way flight so should have a balance of 3, but they took off 2, leaving me with 2 left.
I'm hoping when I call to book I can just explain the predicament and they will see I should be entitled to one more and process the booking without taking off an extra TWO41.

Apparently the ability to book your own TWO41 online 'is coming' so would be interesting to see how that reads eligibility! But I'm not holding my breath.

 

[smit0847]

Apparently the ability to book your own TWO41 online 'is coming' so would be interesting to see how that reads eligibility! But I'm not holding my breath.

That would be an ENORMOUS benefit of this otherwise average card - I think my record booking a flight over the phone is 20 minutes.

Call Velocity and get them to fix it on the spot. Stay on the line until you can see on your computer that it is fixed.

 

[Deleted member 29185]

Perhaps VA are reading 2-4-1 as meaning they take two and give you one!

Nothing would surprise me right now.

I'm surposed to have 1 left, but nothing shows in the "Remaining" column of the "My Account" summary page (but it does at least mention Virgin Money Credit Card) and when I click on "More Details", there's not even a whisper of me even having a VM credit card, let alone an unused 2-4-1 flight! Pretty poor really.

 

[muppet]

I honestly don't mean to offend - but what's the big deal?

When you call to use the Two 4 One deal are they denying you have available credits?

Mine is similar online showing none available, has been since Sabre, I have used 4 of my 2-4-1 credits and one of my partners without question.

I agree the website should be accurate, but if you're not being denied your bennies.....

 

[Deleted member 29185]

When you call to use the Two 4 One deal are they denying you have available credits?

I have no idea. I have been quite deliberately not calling as I don't want to spent hours on the phone debating, checking, fiddling, scratching heads arguing then repeating the whole process, only to find I have been left with -8 available :shock:, which then requires a whole new excrutiating process in an attempt to correct.

I keep thinking they must fix it sooner or later.....but then again, maybe not! I'm guessing this is not one of their prioritised major debacles, just a minor debarcle in the big scheme of things, that can most probably wait a year or three.

 

[smit0847]

I have no idea. I have been quite deliberately not calling as I don't want to spent hours on the phone debating, checking, fiddling, scratching heads arguing then repeating the whole process, only to find I have been left with -8 available :shock:, which then requires a whole new excrutiating process in an attempt to correct.

I keep thinking they must fix it sooner or later.....but then again, maybe not! I'm guessing this is not one of their prioritised major debacles, just a minor debarcle in the big scheme of things, that can most probably wait a year or three.

Just keep booking them until they say you have none left - then kick up a stink about the incorrect balance.

 

[Deleted member 29185]

Just keep booking them until they say you have none left - then kick up a stink about the incorrect balance.

Ah I just love the cunning enginuity evident on this forum. Thanks for the tip......maybe I might start right now!

 

[bcworld]

Just keep booking them until they say you have none left - then kick up a stink about the incorrect balance.

Yup!

I had 4 available in January. I booked a simple 2-4-1 and instead of them taking 2 they took 6. Balance = -2.

I have been playing a frustrating, but sometimes amusing game of email tennis with Velocity about this since early March. Having said that, I did call up to book another 2 for 1 and was able to do so no questions asked...either they check from a source that is accurate or they don't check at all really!

The new simple booking was deducted twice, i.e. -4 flights instead of -2. But at the same time one of the duplicates for the prior booking dropped off! That left me at -4. Then the remaining duplicates AND the legitimate deduction for the original booking also disappeared leaving me at zero. This happens to be the correct balance but comprised of incorrect deductions for the second booking. I'm somewhat hopeful that at some point in the future these will all disappear too sending me back to +4 again...at which time I might just try and use them!

It's possible they've run some really crude query against the data and simply said if flight redemption history > 4 then delete everything except the last 4 rows added.

Ultimately though, they don't seem to have a clue what they are doing!

 

[LonePine]

Just looked at my balance and it is stuffed up as well. We took a return flight last month leaving a balance of two. The balance was correct a week after the flights.

Looked today and they return flight we took last month has been debited twice. Now to try and sort it out...

 

[bcworld]

Just looked at my balance and it is stuffed up as well. We took a return flight last month leaving a balance of two. The balance was correct a week after the flights.

Looked today and they return flight we took last month has been debited twice. Now to try and sort it out...

Good luck with that.

This all seems to be another part of VA's post Sabre master plan to tie up the back office staff with as many pointless system issues as possible this ensuring that customer service standards suffer accordingly. I still find the staff on the phone pleasant they just seem to be powerless to actually fix anything!

 

[Jama]

Just looked at my balance and it is stuffed up as well. We took a return flight last month leaving a balance of two. The balance was correct a week after the flights.

Looked today and they return flight we took last month has been debited twice. Now to try and sort it out...

Was it a single sector flight or a two sector ?

 

[ChrisCunard]

Just used my 2-4-1 and then upgraded with free WP upgrades for both - woo hoo

 

[LonePine]

Was it a single sector flight or a two sector ?

ADL - MEL return. just the two sectors

 

[bcworld]

Unbelievable.

I got an email from Velocity today, 2 months after first contact about this, telling me that this issue had finally been fixed.

This wasn't news to me as I had recently logged on and noticed that the duplicate flight deductions were gone.

BUT, now that I got the email I checked my comp flights balance and the duplicates are back!

Seriously - what are these people doing!

 

[Deleted member 29185]

Unbelievable.

I checked my comp flights balance and the duplicates are back!

Seriously - what are these people doing!

Err, taking from the rich and taking from the poor? A new take on Robin Hood.

 

[bcworld]

The other thing that has happened with both of our last flown 2 for 1s is that we have each received totally different base points...I'm pretty sure it's not possible for us to be on different fares?

 

[smit0847]

Can someone who has an incorrect negative balance please do me a favour and try and book a 2-4-1? I would be very interested to know if they say you aren't eligible when the balance is clearly an error (as you shouldnt be able to go negative in the first place).

 

[blingy90]

Can someone who has an incorrect negative balance please do me a favour and try and book a 2-4-1? I would be very interested to know if they say you aren't eligible when the balance is clearly an error (as you shouldnt be able to go negative in the first place).

I have 2 sectors currently booked and my balance says 0 (it has duplicates of the two sectors) and probably will be booking the other two sectors in the next week or so, so I'll be able to advise on my experience as going by my balance, I have no 2-4-1s left

 

[bcworld]

I have 2 sectors currently booked and my balance says 0 (it has duplicates of the two sectors) and probably will be booking the other two sectors in the next week or so, so I'll be able to advise on my experience as going by my balance, I have no 2-4-1s left

When I called up at -2 (legitimate balance of 2) there was no mention of it and he carried on and made the booking.