Crediting points / SCs from EY flights

[dec540]

I flew with Etihad over 3 weeks ago and have still not seen the points or status credits posted to my account. I spoke with VA after waiting 14 days and lodged a missing points claim, for which I was advised points and SC's would be in my account within 72 hours. I waited 3 days and nothing...

The SCs are enough to raise my membership level to gold and I have a flight tomorrow, so you can appreciate my frustration.

I spoke to your call centre again and they advised this has been an ongoing issue with Etihad since the 1st of October and there is nothing they can do about it. I just need to wait an indefinite period of time to have the flights credited and during this period I am expected to fly without any of the benefits that I'm entitled to.

Basically the VFF call centre advised that they have done absolutely nothing in the 43 days this issue has been ongoing for. They haven't bothered to put a process in place to manually credit flights or make up for the inconvenience caused to their customers. Basically the complete opposite of what you say your brand is all about.

After 2 phone calls I am no closer to a resolution. It seems nobody can do anything and it feels like I'm dealing with Telstra regarding internet issues all over again!

What do you suggest I do?

 

[cssaus]

I flew with Etihad over 3 weeks ago and have still not seen the points or status credits posted to my account. I spoke with VA after waiting 14 days and lodged a missing points claim, for which I was advised points and SC's would be in my account within 72 hours. I waited 3 days and nothing...

The SCs are enough to raise my membership level to gold and I have a flight tomorrow, so you can appreciate my frustration.

I spoke to your call centre again and they advised this has been an ongoing issue with Etihad since the 1st of October and there is nothing they can do about it. I just need to wait an indefinite period of time to have the flights credited and during this period I am expected to fly without any of the benefits that I'm entitled to.

Basically the VFF call centre advised that they have done absolutely nothing in the 43 days this issue has been ongoing for. They haven't bothered to put a process in place to manually credit flights or make up for the inconvenience caused to their customers. Basically the complete opposite of what you say your brand is all about.

After 2 phone calls I am no closer to a resolution. It seems nobody can do anything and it feels like I'm dealing with Telstra regarding internet issues all over again!

What do you suggest I do?

I sympathize with your predicament and I'm in the same boat as you. I've been advised that there is a large backlog of retro claims outstanding with Etihad and that it's likely to take 2-3 weeks to resolve the claim.....seeing is believing! I'm not sure about your claim but my claim is for VA flights operated by Etihad.

Forget about the 72 hour resolution stated on the web page for claiming missing points, it's bulls**t! VA senior management really need to get onto this to soothe the rage of disgruntled Velocity members.

 

[Comoman]

I sympathize with your predicament and I'm in the same boat as you. I've been advised that there is a large backlog of retro claims outstanding with Etihad and that it's likely to take 2-3 weeks to resolve the claim.....seeing is believing! I'm not sure about your claim but my claim is for VA flights operated by Etihad.

Forget about the 72 hour resolution stated on the web page for claiming missing points, it's bulls**t! VA senior management really need to get onto this to soothe the rage of disgruntled Velocity members.

It's even more annoying with the triple points promotion which is on at the moment. Yes the 72 hours is cough.

 

[dec540]

At first I thought I was being a bit petty about this issue. That was until I was presented with this queue for bag drop in SYD on Saturday. Bag drop and security took over 45 minutes whereas premium check-in / entry would've taken the best part of 10 minutes. First world problems I suppose, but frustrating that it's caused by a known issue on Virgin's end and they don't seem to care.

I have another trip coming up in a week and was anticipating I would be using the fly ahead benefit available to gold velocity members. Instead I have a sneaking suspicion I will be coming back to this thread to post more rage.. Let's hope I'm wrong!

 

[cssaus]

At first I thought I was being a bit petty about this issue. That was until I was presented with this queue for bag drop in SYD on Saturday. Bag drop and security took over 45 minutes whereas premium check-in / entry would've taken the best part of 10 minutes. First world problems I suppose, but frustrating that it's caused by a known issue on Virgin's end and they don't seem to care.

I have another trip coming up in a week and was anticipating I would be using the fly ahead benefit available to gold velocity members. Instead I have a sneaking suspicion I will be coming back to this thread to post more rage.. Let's hope I'm wrong!

View attachment 59355

Are you sure you've posted this on the correct thread? Read the thread's title!

 

[dec540]

Are you sure you've posted this on the correct thread? Read the thread's title!

Yep. The delay of my SC's posting means I'm stuck at Silver when I should be gold. Thus the annoyance of having to queue when the priority line is empty and I should be able to use it.

 

[Denali]

At first I thought I was being a bit petty about this issue. .....

Someone was coughing on Facebook about how there was one checkin counter (Darwin I think) and how premium pax was being checked in before those that were standing in the Y line. Hell yes, was my thoughts.

Yep. The delay of my SC's posting means I'm stuck at Silver when I should be gold. Thus the annoyance of having to queue when the priority line is empty and I should be able to use it.

Did you email Velocity and explained this?

Happened last year by memory, hubbys SCs took a couple of weeks and a bit of a fight (VA booked flights, Silk Air & SIA carrier but Air China printed boarding pass) to come in and instead of being WP, he was listed as gold. I told them that if the SCs had been credited correctly, as at date 123, he would have earned platinum as at renewal date. A few days later logged on and his status was WP and there was a welcome email by memory

 

[dec540]

Did you email Velocity and explained this?

Happened last year by memory, hubbys SCs took a couple of weeks and a bit of a fight (VA booked flights, Silk Air & SIA carrier but Air China printed boarding pass) to come in and instead of being WP, he was listed as gold. I told them that if the SCs had been credited correctly, as at date 123, he would have earned platinum as at renewal date. A few days later logged on and his status was WP and there was a welcome email by memory

I spent 30 minutes on the phone to them and they advised there was nothing they could do. A bit BS if you ask me as there was room in J. It only occurred to me when I was on the flight that they could've just upgraded me to make up for the stuff around.

I had initially requested the equivalent of pilot gold whilst on the phone, since that would provide me with the same net result, once the SC's are finally posted.

 

[Velocity Frequent Flyer]

Hi dec540,

Could you please P.M. me with your member number and details of your retro claim and I will see if there is some way we can assist.
Thank you