Dear Velocity,
Thank you for being involved with this forum. It is a demonstration of the commitment of Virgin and Velocity to delivering outstanding customer service. Outstanding customer service is the main reason I fly with Virgin, and as a Platinum member, I feel appreciated. I have now had my first negative experience with Virgin and Velocity. As a long-time reader of AFF I have now joined so I can share this experience with you.
Earlier this year I set up Family Pooling for my parents. They currently have a joint Status Credit balance of 720, enough to earn a single Gold membership. Given they fly together, I would have expected they would now have a Gold membership, primarily for lounge access. Unfortunately, this does not appear to have worked. On further investigation it turns out the Family Pooling did not work and the flights they have taken since then have been credited individually to them. I set Family Pooling up for a second time, though this didn't work as the Status Credit transfer can't be backdated.
Dad and I both spoke to the Velocity team today, and I am not impressed by their response. We were told that it is not possible to rectify this situation, despite this being an apparent administrative failure on the part of Velocity to pool Status Credits. The consultant we spoke with said that they cannot process the transfer as it is not in the Terms and Conditions, however I believe this is very poor form on Velocity's perspective, and it certainly clashes with all of the interactions I have had with Virgin and Velocity in the past. My parents and I are loyal Virgin customers, and in reality we will probably remain so even in spite of this incident. I believe it is ridiculous that this situation couldn't be solved in my parents' favour, given they had every expectation of earning a Gold membership with Velocity by now.
Sorry for the long post. I hope there is something that can be done, as there are now 3 loyal Virgin fliers that have been let down by Velocity.
With thanks, David GE
Thank you for being involved with this forum. It is a demonstration of the commitment of Virgin and Velocity to delivering outstanding customer service. Outstanding customer service is the main reason I fly with Virgin, and as a Platinum member, I feel appreciated. I have now had my first negative experience with Virgin and Velocity. As a long-time reader of AFF I have now joined so I can share this experience with you.
Earlier this year I set up Family Pooling for my parents. They currently have a joint Status Credit balance of 720, enough to earn a single Gold membership. Given they fly together, I would have expected they would now have a Gold membership, primarily for lounge access. Unfortunately, this does not appear to have worked. On further investigation it turns out the Family Pooling did not work and the flights they have taken since then have been credited individually to them. I set Family Pooling up for a second time, though this didn't work as the Status Credit transfer can't be backdated.
Dad and I both spoke to the Velocity team today, and I am not impressed by their response. We were told that it is not possible to rectify this situation, despite this being an apparent administrative failure on the part of Velocity to pool Status Credits. The consultant we spoke with said that they cannot process the transfer as it is not in the Terms and Conditions, however I believe this is very poor form on Velocity's perspective, and it certainly clashes with all of the interactions I have had with Virgin and Velocity in the past. My parents and I are loyal Virgin customers, and in reality we will probably remain so even in spite of this incident. I believe it is ridiculous that this situation couldn't be solved in my parents' favour, given they had every expectation of earning a Gold membership with Velocity by now.
Sorry for the long post. I hope there is something that can be done, as there are now 3 loyal Virgin fliers that have been let down by Velocity.
With thanks, David GE