I'm in London at the moment having flown here on a paid business class ticket issued by Virgin Australia, sold to me by American Express on VA flight numbers operated by Etihad.
I was correctly credited for my connecting flight from AUH to LHR but nothing for my SYD-AUH flight. I've submitted a missing points claim to VA with my boarding pass and electronic ticket.
The last correspondence I received from VFF was to say:
"Etihad Airways system failed to find your details on the specific flight (Sydney-Abu Dhabi), and when we submitted your initial claim it returned a response on the Claim Missing Points page requesting to send travel documents for further escalation.
This validation usually takes four to six weeks from that time it was submitted to the partner. The timeframe is an estimate since it involves forwarding data to the partner airline for validation then sending it back to us.
As much as wed like to add the Points right away, were still bound to wait for the operating partner airlines approval to add the Points to your account.We greatly appreciate your patience while waiting for the Points to be added to your account."
Based on the above, would I be entitled to file a claim with the Airline Customer Advocate's office?
I was correctly credited for my connecting flight from AUH to LHR but nothing for my SYD-AUH flight. I've submitted a missing points claim to VA with my boarding pass and electronic ticket.
The last correspondence I received from VFF was to say:
"Etihad Airways system failed to find your details on the specific flight (Sydney-Abu Dhabi), and when we submitted your initial claim it returned a response on the Claim Missing Points page requesting to send travel documents for further escalation.
This validation usually takes four to six weeks from that time it was submitted to the partner. The timeframe is an estimate since it involves forwarding data to the partner airline for validation then sending it back to us.
As much as wed like to add the Points right away, were still bound to wait for the operating partner airlines approval to add the Points to your account.We greatly appreciate your patience while waiting for the Points to be added to your account."
Based on the above, would I be entitled to file a claim with the Airline Customer Advocate's office?