Family pooling didn't work

[b_adger]

Hi,
Had a recent trip OS on Virgin, so signed up the whole family to velocity. Set up family pooling so the kids points + SC go to the adults.

After getting back have had a look to find that no points or SC have been transferred, and pooling seems to have not been set up. Of course I can transfer the points, but not the SC which would have almost been enough to upgrade both of us to silver (and will with future planned flights). Call to virgin was met with "we can't do anything about the SC".
Not sure whether to make a big deal of it, as I'm unlikely to re-qualify next year anyway.

any suggestions?

 

[VMC73]

When you set up family pooling you should receive an email that it has been set up, if you have proof that it was done you may be in luck??

 

[b_adger]

No email, I don't recall seeing an error though. I didn't think much about it, after all I expected it to just work.

 

[robd]

Hi,
Had a recent trip OS on Virgin, so signed up the whole family to velocity. Set up family pooling so the kids points + SC go to the adults.

After getting back have had a look to find that no points or SC have been transferred, and pooling seems to have not been set up. Of course I can transfer the points, but not the SC which would have almost been enough to upgrade both of us to silver (and will with future planned flights). Call to virgin was met with "we can't do anything about the SC".
Not sure whether to make a big deal of it, as I'm unlikely to re-qualify next year anyway.

any suggestions?

Are you referring to yourself and your partner possibly achieving silver status? If so, and if you don't often travel without the other, you would be better setting family pooling to one person so that they achieve gold rather than 2 @ silver (for future reference).

 

[b_adger]

I am, and while I fly alone sometimes, she almost never will, so that is a useful tip.

 

[DeKa]

From memory it's a 2 step process. First enter the details, hit submit, then read and confirm details of recipient, then confirm.

 

[cssaus]

There's a very simple way to check.

Log into your own Velocity account and where you see family pooling click on "more details". This will show you who is family pooling to your account.

 

[Ausbt]

after all I expected it to just work.

Unsure about everyone else, but, I'm the sort of person who takes screen-shots, saves emails, makes detailed notes about conversations I've had with so-and-so from this call centre at this date/time/place. In the world of FF schemes, credit card loyalty programs and other promotions where the marketing is often done first and the program regulations tacked-on later, I rarely 'expect it all to just work'.

 

[b_adger]

I honestly didn't think it was that tricky or that it could go wrong. Remember I was doing this just before purchasing the tickets, so it was in a bit of a hurry. After further conversation with Virgin, they claim there is no possible mechanism to transfer the SC, or even to apply extra SC to my account. I might write them a letter to see if anything more can be done, but I'm not hopeful. I have a few SC and points coming from a virgin america flight, so I might try to make sure they get applied correctly.

 

[Deleted member 29185]

I honestly didn't think it was that tricky or that it could go wrong. Remember I was doing this just before purchasing the tickets, so it was in a bit of a hurry. After further conversation with Virgin, they claim there is no possible mechanism to transfer the SC, or even to apply extra SC to my account. I might write them a letter to see if anything more can be done, but I'm not hopeful. I have a few SC and points coming from a virgin america flight, so I might try to make sure they get applied correctly.

You're not to blame. Most of us believe these offers/promos/promises etc should automatically happen. My opinion is that we should not have to worry about it nor check up on it......but reality is, that would just make one a prime bunny which these lot would adore. With all these travel related loyalty schemes, problems not only occur, but frequently occur and if a loyalty member isn't keeping a close eye, I'd go as far as to say they WILL be gyped with the only unknown being, how often!

The advice you have received from VA after the fact is correct (I believe). It is not possible to retrospectively apply a family pooling and even your VX flights will not post if you have already flown them (family pooling works on the date of flight, not the date of booking nor posting of points/SCs).

If, however, you had proof that you did apply the family pooling, VA can manually add SCs and should do so, but it seems unfortunately, proof does not exist for you so I'd guess they will not agree to do this. Grin and bear and try again is the best advice .

 

[tuapekastar]

Unsure about everyone else, but, I'm the sort of person who takes screen-shots, saves emails, makes detailed notes about conversations I've had with so-and-so from this call centre at this date/time/place. In the world of FF schemes, credit card loyalty programs and other promotions where the marketing is often done first and the program regulations tacked-on later, I rarely 'expect it all to just work'.

I do this, but selectively. Bog standard flight bookings, or anything where there is little or no consequence I won't bother (just check post-booking to make sure it all looks OK), but anything where I anticipate there could be an issue that has a tangible adverse effect on me, and with the possibility of no physical evidence of something that should have happened then I will take screen shots and do anything else necessary.

I got caught out on a netflights Thrifty car rental from LAX - read through all the inclusions while making the booking, and expected them to be listed in the confirmation mail that came post-booking, but they were not. So of course the hard upsell for insurance etc. happens at LAX and I have nothing in writing. I eventually gave in (I had my elderly mum with me) and purchased some extra insurance which I was reasonably sure (but not positive) was already included. That won't happen again.

PS sorry to b_adger for going OT, and sorry for their experience with family pooling. Perhaps a polite well-worded letter detailing what apparently went wrong may help - probably a longshot but cannot hurt.

 

[docjames]

Whilst they may not be able to transfer to you the SCs, they can upgrade your status (as they do for a status match), so in fact if the sum from the family travel (+\- your travel) would get you to gold I'd be pushing for a comp to gold and forget about transferring the SCs (and roll the point together anyway).

$0.02 = mine.

 

[williamsf1]

Members can create, modify or cancel a Family Pool at any time on the My Account section of the Velocity Website. The Beneficiary Account and Contributing Accounts will be notified by email when any update is made to a Family Pool of which the Beneficiary Account or Contributing Accounts is a Member.

 

[b_adger]

Are you referring to yourself and your partner possibly achieving silver status? If so, and if you don't often travel without the other, you would be better setting family pooling to one person so that they achieve gold rather than 2 @ silver (for future reference).

In the process of writing a letter. I've been looking at the benefits, and I can't see why one person being Gold is better than 2 being silver. The only really useful benefit for me is extra checked baggage, and that is the same for silver or gold, but obviously 2 Silvers have 2x the bag allowance that 1x Gold does. Am I missing something?

 

[docjames]

In the process of writing a letter. I've been looking at the benefits, and I can't see why one person being Gold is better than 2 being silver. The only really useful benefit for me is extra checked baggage, and that is the same for silver or gold, but obviously 2 Silvers have 2x the bag allowance that 1x Gold does. Am I missing something?

Gold gets lounge access (as a +1 so both can access).

 

[markis10]

Gold gets lounge access (as a +1 so both can access).

And the extra points for Gold Status where its only one person who can benefit, ie Hire car

 

[Deleted member 29185]

Gold gets lounge access (as a +1 so both can access).

And the extra points for Gold Status where its only one person who can benefit, ie Hire car

+ comp. memberships to car hire/accom./secure sentinal.

+ Fly ahead benefits

+ Guaranteed reward seats

+ Int (some) UpgradeMe

+ SYD premium entry

+ Priority check in

+ Priotity screening

+ Priority boarding

+ Priority baggage

Did I miss any? Bear in mind, these mentioned benefits are for you and your flying companions (mostly). Oh, and to expand on docjames' post, gold lounge access is not just you and a +1......it's also extends to a further 2 x jnr+1's (offically under 12 but practically any "kids" under about 18 IME)

 

[b_adger]

+ comp. memberships to car hire/accom./secure sentinal.

+ Fly ahead benefits

+ Guaranteed reward seats

+ Int (some) UpgradeMe

+ SYD premium entry

+ Priority check in

+ Priotity screening

+ Priority boarding

+ Priority baggage

Did I miss any? Bear in mind, these mentioned benefits are for you and your flying companions (mostly). Oh, and to expand on docjames' post, gold lounge access is not just you and a +1......it's also extends to a further 2 x jnr+1's (offically under 12 but practically any "kids" under about 18 IME)

hmm, I've had fly ahead a few times just as a red, I've never really had time to go to a lounge (although have priority pass from CC, I have never used it). Don't care about priority x (especially boarding, why would you want to go and sit in the plane for longer?).

Anyway we will see what the response is from Virgin to the email I sent. I'll perhaps send them a physical letter too.

 

[Deleted member 29185]

hmm, I've had fly ahead a few times just as a red, I've never really had time to go to a lounge (although have priority pass from CC, I have never used it). Don't care about priority x (especially boarding, why would you want to go and sit in the plane for longer?).

Anyway we will see what the response is from Virgin to the email I sent. I'll perhaps send them a physical letter too.

To be fair these responses were to a statement you made

I've been looking at the benefits, and I can't see why one person being Gold is better than 2 being silver.

Between the three of us, we've given you a heap of reasons. None of us suggested the reasons will suit you and only you can decide on that. Enjoy your two x silvers or whatever you end up with!

 

[b_adger]

Don't mistake my comments as me not being appreciative for your help! Of course whether benefits are useful to an individual is quite subjective, I was hoping perhaps for reasons why I should want those benefits I didn't see as being useful.


As for the status, I guess will see what happens...