Claiming flights - are VA hopeless or what?

[RSD]

I don't know whether it's because maybe QFF are super efficient and that is what I'm comparing them to, but it just seems that claiming flights with Velocity is like pulling teeth (without anesthetic). It doesn't matter what I do - put the FF no. in when booking, check at the check in counter to make sure that they have it on the booking - but I never seem to get the points credited, and then it seems like I have to submit the claim 2, 3 or even four times before I finally get the points.

I'm getting fed up with it all and I'm thinking that I won't bother flying with VA any more - it's not meant to be this damn hard! It's just hopeless! I'm about to submit the claim for the third time for a VA domestic flight that was booked with my Velocity number on the booking and check in confirmed that they already had the number on the booking. I've submitted it twice already and waited about five weeks each time but still no points. I ended up submitting the claim three times for the flight before that one before I finally received the points.

Does anyone else have the same problems?

 

[mella2007]

Are you a new velocity member? Has this been happening post the 13th of Jan?
Pre that date nobody really has had many issues...the odd occasion yes, but normally status credits and points would post within about 4 days max. Due to all the changes to Sabre many people are in the same boat with flights taken, but it does seem odd that you have to go through all those processes to ensure your number is in your booking.
VA are certainly on the most complained list at the moment due to points/credits still not being posted, changes in seating, trying to book, trying to redeem, using travel bank, their coughpy website...the list goes on and on

 

[eastwest101]

Yes RSD - nothing unusual there since Jan 15, except maybe for having to claim multiple times - dont even bother to use the missing claim form as I am fairly sure that it is broken, you may want to call instead if you need the SC. All of these problems and more have been discussed in these threads (If you have some spare time to read! )

http://www.australianfrequentflyer....elocity/slow-non-posting-va-points-47297.html

and

http://www.australianfrequentflyer....locity-virgin-websites-are-rubbish-48005.html

http://www.australianfrequentflyer....elocity/retro-point-claim-question-47876.html

http://www.australianfrequentflyer....alia-velocity/velocity-frustration-47224.html

plus

http://www.australianfrequentflyer....ustralia-velocity/enough-is-enough-47486.html

http://www.australianfrequentflyer....ty/lounge-check-staff-issues-sabre-47927.html

http://www.australianfrequentflyer....lia-velocity/velocity-website-down-47687.html

http://www.australianfrequentflyer....ocity/just-me-does-everything-seem-47654.html

http://www.australianfrequentflyer....ity/new-velocity-website-is-donkey-47476.html

http://www.australianfrequentflyer....irgin-booking-website-totally-down-47623.html

And thats not a complete list!

 

[totd]

With the points claim, most of those threads point to claims between 14 Jan (Sabre go-live) and early Feb taking 6 weeks+ from claim date. More recent flights VA have been able to get the details more quickly... But Velocity website is a mess at the moment. Don't bother with the online claim form, it's completely dead. If you have access to a priority desk (silver@velocityrewards. , gold@, etc) use that otherwise call the helldesk when you have a few hours to kill.

 

[grubbidok]

...otherwise call the helldesk when you have a few hours to kill.

I assume this was deliberate, if not it's a rather apt Freudian slip!

 

[RSD]

Are you a new velocity member? Has this been happening post the 13th of Jan?

I've been a member of Velocity for several years, was a Gold member, fell back to Silver as most of my flying ended up on QF and partners for a while, but after requalifying QF Platinum in record time I decided to do some of my domestic travel on Virgin to regain Gold there. In my case though the problems with claiming flights etc have been going on since August - and quite frankly I'm over it - it shouldn't be this hard. If they ever manage to sort the mess out then I will have regained Gold about two months ago - but I'm not holding my breath.

 

[RSD]

Yes RSD - nothing unusual there since Jan 15, except maybe for having to claim multiple times - dont even bother to use the missing claim form as I am fairly sure that it is broken, you may want to call instead if you need the SC. All of these problems and more have been discussed in these threads (If you have some spare time to read! )

http://www.australianfrequentflyer....elocity/slow-non-posting-va-points-47297.html

and

http://www.australianfrequentflyer....locity-virgin-websites-are-rubbish-48005.html

http://www.australianfrequentflyer....elocity/retro-point-claim-question-47876.html

http://www.australianfrequentflyer....alia-velocity/velocity-frustration-47224.html

plus

http://www.australianfrequentflyer....ustralia-velocity/enough-is-enough-47486.html

http://www.australianfrequentflyer....ty/lounge-check-staff-issues-sabre-47927.html

http://www.australianfrequentflyer....lia-velocity/velocity-website-down-47687.html

http://www.australianfrequentflyer....ocity/just-me-does-everything-seem-47654.html

http://www.australianfrequentflyer....ity/new-velocity-website-is-donkey-47476.html

http://www.australianfrequentflyer....irgin-booking-website-totally-down-47623.html

And thats not a complete list!

Well I guess it's not just me then!

I have a lot of respect for JB (and wish that he had of been given the top job at QF instead of AJ) but if this is how bad it is then I'm going to head back to QF and not bother with Virgin.

 

[gee.]

If you think Va domestic is hard to claim don't try international leg flew VAmerica last year was told points added directly because FF was on ticket of course didn't happen only resolution was to send in photo of hard copy ticket to Retro@velocity and wait 4 weeks before I called an insisted I get a response immediately . My advice is to get an email from specific person you have spoken to at velocity and harass until they follow it up !

 

[totd]

I assume this was deliberate, if not it's a rather apt Freudian slip!

I've worked for years on both sides of helldesks... That's certainly what they're called by the call centre staffers.

http://m.urbandictionary.com/#define?term=Helldesk