Any recent experiences on RETRO claims for VS flights?

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cssaus

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I'm a Platinum member and five weeks ago I submitted a retro claim for an Upper Class flight I did from HKG-LHR submitting my E-Ticket plus my BP that showed my VA FF number printed on it.

Although VA quote 4-6 weeks for a retro claim to be sorted out, I thought that given that I hadn't seen the points & SC's credited after 5 weeks, another week isn't going to make them magically appear I called up today to find out what was happening.

I was told that I must wait for the 6 week period to expire. I was also told that every time VA submits a claim to a partner it can yet a further 4-6 weeks before a follow up can occur.

I said that this is really unsatisfactory and could theoretically go on infinitum if VS continued to ignore the request. VA said that they can submit an escalation via email after the six week period.

I also happen to have a retro claim in for my return LHR-HKG flight but it hasn't reached the 4-6 week period.

Has anyone else experienced this posting lag specifically with Virgin Atlantic??
 

stux

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It's the way most beaurocracies work :(

Tax office, government, Telstra, etc
 

serfty

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CSA's have a propensity to try not to make your problem theirs - is not thier fault, it's human nature.

So if the time limit has not expired, it gives an easy way to pass the problem to sometime else down the track.

Of course you are probably correct that after 5 weeks it won't post without manual intervention but another week is the go unfortunately.

I have a similar issue with a HHonors promotion not correctly posting to VA - this for five stays from May up to mid June - I have been waiting until August to chase this up so I can do all at once and not be fobbed off so easily.
 

cssaus

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CSA's have a propensity to try not to make your problem theirs - is not thier fault, it's human nature.

So if the time limit has not expired, it gives an easy way to pass the problem to sometime else down the track.

Of course you are probably correct that after 5 weeks it won't post without manual intervention but another week is the go unfortunately.

I have a similar issue with a HHonors promotion not correctly posting to VA - this for five stays from May up to mid June - I have been waiting until August to chase this up so I can do all at once and not be fobbed off so easily.

There are some really good CSA's who go out of their way to help and then there are the others! I suspect I encountered one of the "others" when I called.

When I do call up next week which will be the 6th week I wont be taking any excuses and will be asking to speak to a supervisor and request an escalation of the request.
 

stux

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There are some really good CSA's who go out of their way to help and then there are the others! I suspect I encountered one of the "others" when I called.

When I do call up next week which will be the 6th week I wont be taking any excuses and will be asking to speak to a supervisor and request an escalation of the request.

You're other approach could be to hang up politely and call again... CSA roulette
 

pauly7

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If you are getting the VA overseas robots, just politely ask to speak to their manager. A couple of rounds of that can usually fix most problems.

The outsourced call centres are measured on call lengths and dispute resolution. The longer you drag it out the more willing they are to help ;)
 
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