European Reward Bookings - What's Going On?

[davestan]

Over 2 days I've been trying to find out why all European reward bookings seem to be unavailable at any stage during this year. I wanted to book a London return reward flight in July. The online booking system just shows everything as "sold out". On phoning customer "service" I have been given various excuses such as the system is not functioning properly to the partner airlines have not listed their available seats. The people I spoke to were apologetic, but clueless as to what was happening with the system. In the end I just gave up after being told to ring again in 2 weeks.
It seems like a major alienation situation for Virgin customers if the same is happening for everyone.

 

[lovestotravel]

Just
Another
System
Glitch

 

[bobcat]

The same for Singapore.

Am desperate to sort out 2 reward seats in few months and it's been impossible, sounds like v. similar experience.
The latest update I got today was 'call back in 2 days'. Hopefully it's closer to 2 days rather than 2 weeks!

 

[pblackie]

I'm having similar issues, looking to book one way LHR-SYD and the site is quoting 264,000 miles for an economy seat and 656,500 mile for a business seat which is ridiculous!!!

 

[xtra]

The current situation is incredibly frustrating.

Two weeks ago (and forever before that!), Velocity had widespread "Reward" seat availability between Australia and Europe flying VA from AUS-AUH then EY from AUH-Europe. It's the main reason I transferred a bunch of Westpac points to Velocity.

Now, the EY legs are apparently 100% sold out. There's no way to go to Europe without coughing up ridiculously high points for Any Seat Awards.

The call centre is zero help and can't tell you if it's a permanent and temporary problem (doesn't help that whenever you need to make a partner booking you're sent offshore). They simply tap away and suggest itineraries that require millions of points on bizarre routings. Or they tell you that it's impossible to get a direct flight from Brisbane to Paris (no sh-----!!!).

I've now spend more than four very frustrating hours trying to sort out a booking, as I can't plan the rest of my trip without knowing whether I can secure flights.

Arrghh!! The whole experience has cost Virgin some cash from me. I just booked revenue J seats to NY on QF because I was so pissed off with the runaround from Velocity.

 

[jb01]

I'm getting the same trying to book on SQ PER-SIN-NRT.
No availability, sold out, only ridiculous Any Seat point quotes.

Have also been given different answers on each occasion
1) It's just while the system is changing over - call back in 2 days
2) SQ haven't released reward seats, but they will be in March - call back then
3) Call back tomorrow - things can change day by day.

Now wishing I had booked this pre-Sabre. I held off thinking it would be easier, or perhaps even be able to do it via the website..... how very wrong I was!

 

[pblackie]

Even looking at using cash as opposed to miles VA/Etihad are coming in more expensive than most airlines flying from Europe to Australia even Qantas is cheaper which is highly unusual. You would have thought with the pending Qantas/Emirates linkup VA/Etihad would be reducing their prices/miles redemptions not doing the opposite!

 

[dmw144]

looks like velocity have pulled the business reward seating on all international destinations - havent been able to find anything anywhere...

 

[pblackie]

Been looking at flight in 2 weeks time and although I would rather not it looks like I will be booking Emirates and using miles to upgrade to business. far prefer to fly VA/Etihad but without being able to get a reasonable price/redemption I dont think it will be the case.

 

[moa999]

Looks like Virgin have made a real mess of this Saber roll out.
Web page - fail
Seat selection priority - fail
Changing seats - fail
Multi-segment flights - fail
Award availability - fail

On the upside, the new boarding passes look nice.
Anyhow flying my first VA (as distinct from DJ) flight tomorrow

 

[Blinky]

I must be lucky. I obviously booked in before saber, but had absolutely no problem booking 2xJ seats in October 2012 to Europe flying EY, taking off in mid March this year and returning in early May. Redeemed the seats for the advertised minimum of 250k each. Have you guys actually spoken to VA human beings or are you relying on their website?

 

[mella2007]

I had pre booked a lot of reward flights pre Sabre and got excellent availability and points value across a lot of one way sectors...all of them starting in Asia, Europe or AUH.
And thank goodness I did! Post Sabre, the call centre are useless (I never needed to call them before)...only redemptions they can offer are 800,000 points from SIN to LHR and have no clue about anything. When I tried to explain laughing that those points value were not realistic and out of curiosity asked what AUH to SIN was in J. When she told me 600,000 points (when I paid 57200)...i just got off the phone.

As a loyal VA customer, this is incredibly frustrating thing to occur and for to see others have to deal with also. One rep said she was hating the new system and that it has caused more problems for the staff.
I hope it's fixed soon. Losing business (which they obviously are, across all levels) cannot be helping them their image, name or bottom line.

 

[xtra]

Have you guys actually spoken to VA human beings or are you relying on their website?

Yep, spent four hours speaking to VA humans trying to do a relatively simple redemption.

Unfortunately the international call centre are apparently the only ones that can handle partner bookings. That's the same international call centre who have offered up these pearlers to me in the past few weeks
* "I can't see a Sunshine Coast to Sydney flight sir, only Mackay to Sydney." ME, but more diplomatically: MCY is the Sunshine Coast, not Mackay. "Oh, I see."
* "For some reason I can't see any non-stop flights from Brisbane to London." ME, but more diplomatically: Maybe that's because there aren't any jets capable of that kind of route. "Oh, you want me to check with connections?"
* "To save time, do you know the airport code for London?"
* "I'm pleased to advise we can offer you a redemption for that request. You will fly Air New Zealand from Brisbane to Abu Dhabi then on to Paris in economy. The price is 1.5 million points." Laughable on some many levels.

I'm lucky I'm well versed in air travel and can navigate the call centre. But what they're running is seriously a joke.

VA, is a little communication too much to ask? You are losing loyal customers with the current situation - and I would go elsewhere if I could trade in my Velocity points (I am actually going elsewhere with my paid flights).

 

[pblackie]

I fly from the UK to Oz on a monthly basis and always use VA and their partners not sure I will any more unless they get their act together!

 

[amagz]

I am in the exact same boat! Lucky i booked majority of my flights B.C. Sabre however I need a Y flight from LHR - AUH (as we are going to Dubai before coming home) in October. No rewards seat, any day, any time. They quoted some ridiculous amount of points, I thought they made a mistake and where looking at a J fare on Virgin Galactic into orbit for a moment of weightlessness. They told me they could issue a "waiting list" ticket for a reward seat fare however would not recommend this as I will never know if its confirmed until I try board the flight (yeh great, thanks). They also said they had (past tense) issues with the EY systems talking but now has been fixed. If I need to pay for the flight I might as well just pay for Emirates direct to DXB to save me a transfer from AUH late at night. Yes I want to support VA's partners and utilise benefits but this is frustrating. Points are still business for the airline I'm guessing. Some consistent communication would be great!

 

[rtyuiop]

So I just sent VA a facebook message about this lack of availability and got a (pleasingly fast) response saying it will be fixed, but they're not sure when.

It sounds like they have at least recognised there's a problem...

Danny

 

[jb01]

My latest call to try again on the off-chance something might be working - had the most helpful agent so far who I could tell was genuinely trying her best to sort something out with the limitations of the system she had to work with.
She explained there's a problem with Sabre not yet syncing with other airlines inventory; hence showing no availability.
Advised me to try again next week.

She got further than the previous 3 calls though, asking for Mrs Jb's details (trying to book for both of us) as the system wouldn't let her check availability without that. First time they'd asked me that, and it was the fourth call.

 

[davestan]

You would think they would at least post a notice on the Velocity website regarding these issues and any updates....wouldn't you

 

[777]

You would think they would at least post a notice on the Velocity website regarding these issues and any updates....wouldn't you

Yes. You would.

 

[williamsf1]

Hi All ,

Looks like the system issues may have been fixed .. I just managed to book a one way to SYD LON 18MAR for 62500 +81.59 . It appears it is a codeshare on EY all the way . I wonder if I will get SC as well ?

The tax level is great.. Have they removed the fuel fines?

Looked at other days , lots of Y class .... and a few days of J as well