ETIHAD points - why does it take four to six weeks to post to Velocity?

[elevenphil]

Before Velocity points (and SCs) can be posted by us, we require documentation from our partners. Unfortunately this is done in batches, and not in real time.
Hence why partner airline flights can take 4 - 6 weeks. Retro claims even longer.
Sorry to say this is just part of the big wheels turning!

Is 4-6 weeks acceptable? I booked through virgin, I even have my boarding pass stub and can prove I was on the flights. Surely you guys would have a better experience for those customers. Especially those customers whose sc points impact status and they are going to be a bit more heightened. Not sure what additional documentation would even do, that I couldn't provide myself.

It is all far too painful. The interesting thing is flying is not, that's has been fixed. Velocity needs to keep up. Big wheels turning is not valid, it just says tough it out. Should virgin tough it out with no loyalty from customers too?

 

[ScottBoyd68]

Finally got the SC & points 2+ months after the flight..... Now platinum, finally!

 

[bullerdude]

Before Velocity points (and SCs) can be posted by us, we require documentation from our partners. Unfortunately this is done in batches, and not in real time.
Hence why partner airline flights can take 4 - 6 weeks. Retro claims even longer.
Sorry to say this is just part of the big wheels turning!

VFF, Given both VA and Etihad now use Sabre, can we expect to see better integration some time in the future?

 

[dandandan]

Hawaiian use Sabre and I was told 4-6 weeks a few posts back, so probably not.

VFF, Given both VA and Etihad now use Sabre, can we expect to see better integration some time in the future?

 

[Velocity Frequent Flyer]

Is 4 - 6 weeks really acceptable though?

The reality is, that computer systems aren't perfect (yes, I realise how ironic this statement is....), and that sometimes things don't happen as they should (and this isn't just with airline systems right?).
The fact that most airlines are setup differently, means that things don't always seamlessly integrate, and hence other factors come into play - such as having to validate
claims by hand.
Is this perfect? No, it's not.
Will it get better in the future? We would expect it to, as do you.

Surely it would be reasonable for VFF to demand a timeframe that's better than 4-6 weeks to receive earn data from partners - especially a key partner like EY? You've obviously managed to get this from the folk at NZ, DL, SQ, VS..... it's 2013, after all.

We absolutely work with our partners, including EY, on getting and processing the data as soon as we can.

If anymore info on this subject comes to hand, I'll certainly share it with the group.

 

[oz_mark]

Is 4-6 weeks acceptable? I booked through virgin, I even have my boarding pass stub and can prove I was on the flights. Surely you guys would have a better experience for those customers. Especially those customers whose sc points impact status and they are going to be a bit more heightened. Not sure what additional documentation would even do, that I couldn't provide myself.

It is all far too painful. The interesting thing is flying is not, that's has been fixed. Velocity needs to keep up. Big wheels turning is not valid, it just says tough it out. Should virgin tough it out with no loyalty from customers too?

Go to the darkside and file a jetstar (or even malaysian) claim with qantas and see how you go.....

 

[markis10]

Is 4-6 weeks acceptable? I booked through virgin, I even have my boarding pass stub and can prove I was on the flights. Surely you guys would have a better experience for those customers. Especially those customers whose sc points impact status and they are going to be a bit more heightened. Not sure what additional documentation would even do, that I couldn't provide myself.

It is all far too painful. The interesting thing is flying is not, that's has been fixed. Velocity needs to keep up. Big wheels turning is not valid, it just says tough it out. Should virgin tough it out with no loyalty from customers too?

I am sure Velocity are keen to get the points processed ASAP, its got nothing to do with the loyalty of customers in that context, Velocity sell those points so a delay means they are missing out on revenue as well. While a VA booking and boarding passes might be acceptable to VA, its obviously not to the entity paying for the points!

 

[elevenphil]

I am sure Velocity are keen to get the points processed ASAP, its got nothing to do with the loyalty of customers in that context, Velocity sell those points so a delay means they are missing out on revenue as well. While a VA booking and boarding passes might be acceptable to VA, its obviously not to the entity paying for the points!

For most of us it is not necessarily about the points. Its about earning your upgrade in Status for flying enough routes. I technically earned Gold In March and just went last week on a business trip to several cities with layovers and I had no lounge access even though I had completed more than enough routes well over 7 weeks ago. There is no reason Virgin shouldnt be able to manually update the status of eligible members.

 

[markis10]

For most of us it is not necessarily about the points. Its about earning your upgrade in Status for flying enough routes. I technically earned Gold In March and just went last week on a business trip to several cities with layovers and I had no lounge access even though I had completed more than enough routes well over 7 weeks ago. There is no reason Virgin shouldnt be able to manually update the status of eligible members.

There is a reason, and that is that the SCs are linked to points earn which need to be paid for. At least it's not a sister company dragging its heels like what happens when JQ credit QFF on occasions.

 

[Velocity Frequent Flyer]

Guys,
After re-reading my post, I've realised I haven't been as clear as i'd have liked to have been.

The 4 - 6 week time period is for retro claims - ie for those flights that didn't have Velocity details attached, and also for the odd occasion that numbers drop off the file (ie data not behaving proper)

For a normal points claim for a Velocity partner such as Etihad, points should be posted to accounts up to nine days after travel.

Hope thats a lot clearer.

 

[Virgin Bart]

Thanks VFF, much better.

 

[dandandan]

Hi VFF,

Does this up to nine days after travel apply for Hawaiian too? None of us 11 family members have received any points or SC's for our departure on 27th March 13 return 6th April 13. All Velocity numbers where provided for each passenger. It was a shame back when we booked the tickets last year that we could not book them direct with Virgin for some reason as this might have ensured a quicker crediting time.

Below is what you previously;

Before Velocity points (and SCs) can be posted by us, we require documentation from our partners. Unfortunately this is done in batches, and not in real time.
Hence why partner airline flights can take 4 - 6 weeks. Retro claims even longer.
Sorry to say this is just part of the big wheels turning!

Guys,
After re-reading my post, I've realised I haven't been as clear as i'd have liked to have been.

The 4 - 6 week time period is for retro claims - ie for those flights that didn't have Velocity details attached, and also for the odd occasion that numbers drop off the file (ie data not behaving proper)

For a normal points claim for a Velocity partner such as Etihad, points should be posted to accounts up to nine days after travel.

Hope thats a lot clearer.

 

[elevenphil]

Guys,
After re-reading my post, I've realised I haven't been as clear as i'd have liked to have been.

The 4 - 6 week time period is for retro claims - ie for those flights that didn't have Velocity details attached, and also for the odd occasion that numbers drop off the file (ie data not behaving proper)

For a normal points claim for a Velocity partner such as Etihad, points should be posted to accounts up to nine days after travel.

Hope thats a lot clearer.

Hi VFF,

Well it has been +6 weeks since travel on Etihad and my Velocity number was attached and it was booked through Virgin. It has been +3 weeks since I first lodged a retro claim. I am not happy. There obviously is some confusion when I call your customer care becuase they can't do anything and are still waiting on Etihad. I would understand if I did not have my velocity number attached when I flew and wouldn't be upset. However this is ridiculous.

 

[Ric]

Mine posted exactly 2 weeks, i.e. travel on April 8 Processed April 23 All with Velocity number printed on boarding passes

 

[ScottBoyd68]

I just received my points last week, my partner still waiting on points from the same flights in Jan & Feb, well over 6 weeks and now over 5 weeks since emailing retro....... FF numbers attached to all flights and on all boarding passes. However the process works (or doesn't work) the inconsistency is ridiculous.

 

[totd]

I have heard of cases where someone has had their points credit, but another pax on the same PNR does not. I've just done a trip to AKL. 2 of us traveling SYD-AKL-SYD. The first trip credited for both of us really quickly (Flight was 15th, ABX-SYD credited 16th, SYD-AKL credited 17th, status review and bump to SG happened 18th) which is amazing given the flight was an NZ codeshare. Very happy with that because I was counting on the SG bump for lounge access on the return trip.

The return flight is a different matter. Mum's flights have credited, but still waiting for my AKL-SYD flight. It still makes no sense (to me) how 2 pax on the same PNR can have their points & SCs get separated.

Still not as bad as the 2 month wait for the flights in January (all jan flights took 2 months) and definitely not as bad as the people now who are still waiting for Feb or Mar points.

 

[Velocity Frequent Flyer]

As stated, retro claims can take in the vicinity of 4 - 6 weeks , so if any members have outstanding claims past 6 weeks, please inbox us with full details (PNRs, velocity numbers etc) and they can be investigated.

 

[serfty]

As stated, retro claims can take in the vicinity of 4 - 6 weeks ...

But when does that four to six weeks start?

Four to six weeks:

• after your fight?

• after you wait two weeks for a flight to post and then when it doesn't do an online clam to be advised the claim was "successful" and points/SC's will post within 48 hours?

• After you wait another two weeks with nothing and then use the 'retro' email?

 

[oz_mark]

You'd think from the point the claim was made. If it hasn't posted, it wouldn't make sense to count from the flight date. The retro process kicks off when you make the ckaim.

 

[Velocity Frequent Flyer]

You'd think from the point the claim was made. If it hasn't posted, it wouldn't make sense to count from the flight date. The retro process kicks off when you make the claim.

oz_mark is correct