Family pooling - my wife's points have been credited but not my own

[Princess Fiona]

We can't lodge retro claims for either flight as trying to do so triggers an error message that the details have already been submitted (which we haven't done) so I've messaged the VFF rep on this forum to see if they can help (yet again!)

I received this message when I tried to retro claim a flight for one of the family who pools to me. I rang up yesterday to the Manila call centre and it was done on the spot.

 

[Jurahn]

I received this message when I tried to retro claim a flight for one of the family who pools to me. I rang up yesterday to the Manila call centre and it was done on the spot.

That's good to know - how long ago was the flight you were chasing up?

The last time I rang up chasing SCs and points, I had to ring the Gold desk 3 times before I was finally able to get everything put through (for a domestic flight) so was hoping to avoid that sort of rigmarole again, especially as one of the flights we are missing is an international one. I've usually found the VFF reps on here to be extremely helpful in these situations, so will give it a little while to see whether I get a response from them first.

 

[Denali]

I thought I was the only one with this problem. I filed a missing points claim and hopefully this will be rectified this week

I filed a claim for a 04.03.15 hotel stay. Today I got points for a 22.05.14 hotel stay..... that I wasn't chasing.

 

[Eggsbenedict]

We can't lodge retro claims for either flight as trying to do so triggers an error message that the details have already been submitted (which we haven't done) so I've messaged the VFF rep on this forum to see if they can help (yet again!)

Yep! Had the exact same error message!

 

[Princess Fiona]

That's good to know - how long ago was the flight you were chasing up?

The last time I rang up chasing SCs and points, I had to ring the Gold desk 3 times before I was finally able to get everything put through (for a domestic flight) so was hoping to avoid that sort of rigmarole again, especially as one of the flights we are missing is an international one. I've usually found the VFF reps on here to be extremely helpful in these situations, so will give it a little while to see whether I get a response from them first.

Flight was a VA Dom flight on Feb 14.
It was processed instantly by the call centre, family member is VA Red so I just called the normal call centre not the Plat desk. The SC's and points are now in my account.

 

[Jurahn]

Flight was a VA Dom flight on Feb 14.
It was processed instantly by the call centre, family member is VA Red so I just called the normal call centre not the Plat desk. The SC's and points are now in my account.

Thanks for that. I'm Plat, hubby's Gold and we're each "missing" a flight. It's hugely frustrating - we don't fly that often, maybe around 1-3 times a year (domestic and international) and with at least half of the trips we've taken, there's been problems with points and SCs not crediting, despite Velocity numbers being attached to all bookings and almost all flights being booked and flown with VA.

 

[Major]

I just spoke to a very nice Lady from the Gold desk who added the missing flights for my wife and myself. She pointed out that family pooling members can fill in a form to allow you to access and operate their A/c.

At the bottom left of the Velocity website click on Terms and Conditions...select No 5. Membership and then 5.5 Authorised Representative. This states

A Member may appoint an Authorised Representative who can access and make transactions in relation to the Member’s Membership by completing the Authorised Representative Nomination Form and emailing a copy to the Membership Contact Centre from the email address specified in their Membership Account. The Member is responsible for ensuring that the Authorised Representative has agreed to be the Authorised Representative of the Member.

She emphasised that this form must be sent from the email address they have on file. If not it is chucked out

 

[Jurahn]

Yes, we did an authorisation like that a couple of years ago for me to be able to access and operate hubby's Velocity account - as we were having to chase up SCs/points on several occasions, it made more sense to have just one of us doing it, so I ended up with that job LOL.

 

[Denali]

I filed a claim for a 04.03.15 hotel stay. Today I got points for a 22.05.14 hotel stay..... that I wasn't chasing.

I spoke too soon - the points have now been removed from our account. So is the theory, it will take weeks, months chasing Virgin for points and just an hour or so for them to take them off you?

 

[jpk]

Another one today, 4x pax all on same PNR. Only 1 person got points and SC. Same person that got it last time. Something seems to be broken.
Family pooling seems to be working ok now though, krisflyer points came in ok

 

[brebbles]

Just my update on this - I've just submitted missing points claims for my flights in either direction, and received the now obligatory "details for this flight has already been submitted" both times. It mentions to wait 7 days for the points to be added, so I suppose I'll need to wait for this to lapse before trying my luck calling the VFF call centre.

 

[Jurahn]

For us, this message seemed to indicate some error in the system, as it came up when trying to follow up on some of our outbound flights as well, even though we hadn't previously put in a retro claim, but still nothing credited even after 10 days or so.

ETA: We only received the SCs and points for those missing flights when the VFF rep from this foum contacted me for details and then looked into it - but unfortunately we've now also experienced exactly the same issues with the return flights as well.

 

[eastwest101]

Just my update on this - I've just submitted missing points claims for my flights in either direction, and received the now obligatory "details for this flight has already been submitted" both times. It mentions to wait 7 days for the points to be added, so I suppose I'll need to wait for this to lapse before trying my luck calling the VFF call centre.

Just thought I would add that in the past when IT issues have broken SC earn and family pooling for Velocity its also quite common for the Retro Claim Tool to be broken as well, as others have noted, I have had the Retro Tool claim that the request had already been made (when it hadn't) or that the Booking Ref was invalid (when the booking ref is valid).

I now just assume that the retro Claim tool does not work and make phone calls, hang up and call again - rinse and repeat.....

I am fairly new to family pooling (activated in Nov 2014) myself, but concurr with others that there is no logic or consistency at all when it comes to family pooling SC crediting, have a look at this period for myself plus my son and try to work out where we actually flew! I defy anyone to make sense of it.

 

[Quickstatus]

Looks pretty good to me.

You got pooling SC/points as described by the transaction "Pooled from" . and the flight number tells you what the flight refers to. The Velocity number tells you who it was pooled from. The activity date refers to the date of the flight.

Maybe im not appreciating what you are referring to?

 

[Jurahn]

No response to my PM to VFF at the start of the week, and unfortunately still no sign of the missing flights on our accounts so as suggested will contact the Velocity call centre later this morning - I know they can usually credit domestic flights on the system straight away (if you talk to the right person) but don't know about the international one.

 

[Eggsbenedict]

No response to my PM to VFF at the start of the week, and unfortunately still no sign of the missing flights on our accounts so as suggested will contact the Velocity call centre later this morning - I know they can usually credit domestic flights on the system straight away (if you talk to the right person) but don't know about the international one.

Did this yesterday, took about 10min to have the domestic flights sorted. Operator even did my wife's which he said he technically should not do without talking her but as he was only crediting points that he could where missing not he was happy to do it

 

[QF WP]

I wish I was flying somewhere and had the problem

I was told by VA Management that if the system doesn't auto load the flight, the weekend system sweep should pick up any anomolies and credit.

If not, then manual intervention is required.

 

[Jurahn]

No response to my PM to VFF at the start of the week, and unfortunately still no sign of the missing flights on our accounts so as suggested will contact the Velocity call centre later this morning - I know they can usually credit domestic flights on the system straight away (if you talk to the right person) but don't know about the international one.

Just an update - I rang the Plat desk, the lady I spoke to was very helpful and processed the missing flights on our accounts. Only problem is my husband's flight SYD-PER has gone through at the wrong SC earn - luckily I checked it whilst I was still on the phone. I advised the CSO the whole trip was booked as PE under fare class O, but my husband's flight was put through as 40 SCs instead of 60. When I queried it, she insisted it was processed as per what was showing for the fare/cabin class for the flight - apparently PE fares on domestic sectors show up as Flexis, so she had to go and check with a supervisor. Final result - they agreed it should have been at the PE earn rate of 60 SCs but neither she or her supervisor have authority to change the transaction, so have had to forward it to a manager to be adjusted. So I'll have to check hubby's account over the next few days to make sure the additional SCs go through. **sigh** Nothing's ever simple, is it ...

Whilst I was on hold, and passing the time by checking my email, I received one from Velocity touting for points transfers from their partners (no bonuses on offer though) - talk about bad timing, I wasn't exactly in the right frame of mind for that email!!

 

[matted]

Same here,

This past weekend my wife and I flew PER-SYD-OOL then OOL-MEL-PER, her points and SC pool to me and one week on 3/4 of hers have landed in my account and 1/4 (the one she missed out on) of mine has has been credited. I've never had a problem like this before.

 

[dontwanttoregister]

Interesting.

4 x family members travelled SYD-OOL return earlier this month. Only 1 flight for 1 individual credited to my family pooled account. Had to email for the other 7 to be credited to the account, the web claim form returned an error.

Will give it a week before calling.