I recently took a holiday to New Zealand with my wife, burning some points which had been sitting unused for far to long.
Originally we had planned to go over with just carry on and just get by doing hand washing to get us through our week away. Our flight back was on ANZ using Velocity Points. Prior to leaving I checked my Itinerary and it showed that I had two bags included in my flight - see attached image.
A few days prior to coming home I received an email from Virgin stating that my ticket didn't have bags and if I wanted to add them to call them. I called them very confused to try and avoid a messy situation at the airport, unfortunately what followed was hours spent on the phone over a couple of days trying to get the issue resolved. In the end, they weren't even able to add bags to my ticket if I had wanted them to so I was advised to go to the airport and pay all the charges and they would be reimbursed due to the error on their end. I am Velocity Gold, and according to Air NZ, Velocity haven't fixed up issues with their system after the changes in baggage allowance last year and they are seeing this issue regularly.
In the end it cost me $345NZD to bring two small bags back home. My request for reimbursement has now been declined by Virgin Australia as well.
Has any one ever had this experience with Virgin/Velocity? Any suggestions on the next step I can take?
I also can't understand why they sent me an email giving me the option of adding bags if they weren't able to anyway.
This has left a very sour taste in my mouth and certainly took the shine off what was a really enjoyable week away in New Zealand.
Originally we had planned to go over with just carry on and just get by doing hand washing to get us through our week away. Our flight back was on ANZ using Velocity Points. Prior to leaving I checked my Itinerary and it showed that I had two bags included in my flight - see attached image.
A few days prior to coming home I received an email from Virgin stating that my ticket didn't have bags and if I wanted to add them to call them. I called them very confused to try and avoid a messy situation at the airport, unfortunately what followed was hours spent on the phone over a couple of days trying to get the issue resolved. In the end, they weren't even able to add bags to my ticket if I had wanted them to so I was advised to go to the airport and pay all the charges and they would be reimbursed due to the error on their end. I am Velocity Gold, and according to Air NZ, Velocity haven't fixed up issues with their system after the changes in baggage allowance last year and they are seeing this issue regularly.
In the end it cost me $345NZD to bring two small bags back home. My request for reimbursement has now been declined by Virgin Australia as well.
Has any one ever had this experience with Virgin/Velocity? Any suggestions on the next step I can take?
I also can't understand why they sent me an email giving me the option of adding bags if they weren't able to anyway.
This has left a very sour taste in my mouth and certainly took the shine off what was a really enjoyable week away in New Zealand.
