Hey guys
On a number of occassions, I've had to raise retro claims when points from partner airlines haven't posted. I'm yet to have a good experience with retro@ ... they barely respond, and when they do it's with the wrong information!
My current worst case is a claim I first submitted 10 months ago. It's for a VX flight that I upgraded from Main Cabin to Main Cabin Select at check-in. Apparently when that happens, VX change the fare class to an ineligible fare class but you should still earn points/status credits on the original fare.
I first wrote to retro@ about this in April. No response.
I then wrote again in May. No response.
I tried again in October. No response.
And then again in January. No response.
I eventually wrote to platinum@ this week and finally received a response about another claim (a similar situation - an August flight where I upgraded from MCS to First - where no response had been received from retro@). They've conveniently ignored my reference to the March flight.
They told me: "I have checked your e-Ticket and can confirm that your original fare class was Main Cabin Select. However, in order to investigate your request further we require the fare class represented as a letter, for example Z or Q. You may contact your Travel Agent or Virgin America in order to confirm your original fare class. As we have no access to Virgin Americas reservation system, we must submit your details manually for their verification. Once we know your original fare class we will be able to investigate your request further."
So I called Virgin America and waited on hold for about 45 minutes. They eventually told me they don't have access to that information for older flights, that I'd have to write to Guest Services and would receive a response within 30 days.
Arrghh!!! I'm really frustrated with Virgin. I've wasted a chunk of time and still haven't really gotten anywhere for something that should be relatively simple. It - rightly or wrongly - tarnishes my feelings about the whole brand.
Does anyone have any tips on how I can get this resolved without wasting more time? I normally wouldn't pursue, but feel I've wasted too my time to give up!
On a number of occassions, I've had to raise retro claims when points from partner airlines haven't posted. I'm yet to have a good experience with retro@ ... they barely respond, and when they do it's with the wrong information!
My current worst case is a claim I first submitted 10 months ago. It's for a VX flight that I upgraded from Main Cabin to Main Cabin Select at check-in. Apparently when that happens, VX change the fare class to an ineligible fare class but you should still earn points/status credits on the original fare.
I first wrote to retro@ about this in April. No response.
I then wrote again in May. No response.
I tried again in October. No response.
And then again in January. No response.
I eventually wrote to platinum@ this week and finally received a response about another claim (a similar situation - an August flight where I upgraded from MCS to First - where no response had been received from retro@). They've conveniently ignored my reference to the March flight.
They told me: "I have checked your e-Ticket and can confirm that your original fare class was Main Cabin Select. However, in order to investigate your request further we require the fare class represented as a letter, for example Z or Q. You may contact your Travel Agent or Virgin America in order to confirm your original fare class. As we have no access to Virgin Americas reservation system, we must submit your details manually for their verification. Once we know your original fare class we will be able to investigate your request further."
So I called Virgin America and waited on hold for about 45 minutes. They eventually told me they don't have access to that information for older flights, that I'd have to write to Guest Services and would receive a response within 30 days.
Arrghh!!! I'm really frustrated with Virgin. I've wasted a chunk of time and still haven't really gotten anywhere for something that should be relatively simple. It - rightly or wrongly - tarnishes my feelings about the whole brand.
Does anyone have any tips on how I can get this resolved without wasting more time? I normally wouldn't pursue, but feel I've wasted too my time to give up!