Help with Virgin America's Elevate program

[Iza]

I've booked a couple of flights with Virgin America and would like to join their Elevate frequent flyer program. When I complete all the personal details and hit submit, I receive an error message - email address is already linked with another profile, so it won't let me join.

Anyhow, I've emailed Virgin America and their response was to telephone their call centre in USA. I don't particularly want to do this (if they're anything like our call centres here, it means I'll stay in the queue for ages!).

Also, I've tried my work email address and I still get the same problem.

Any ideas? Can I join Elevate when I check-in?

Thanks in advance for your suggestions.

Iza

 

[dajop]

Get a skype account and call them! If it's a toll free number within US, it may well be free from Skype.

On a more serious note, it may be worth looking at Virgin America Elevate forum on Flyertalk, or even posting the same question there.

 

[serfty]

... When I complete all the personal details and hit submit, I receive an error message - email address is already linked with another profile, so it won't let me join. ...

If it's the correct email address, perhaps you had already registed somehow?

You could try the following:

• Go to the Elevate home page: Loyalty Program from Virgin America | Elevate
• Click "Sign In"
• Click "Forgot Password"
• Enter your Email Address, then click "Submit"

Hopefully it will come back with an email

 

[uzza]

I've had the same trouble when trying to join also! I've got 2 first class flights and a WhY with them in December but had no luck trying to join. I should have asked the guy on the phone when I had to ring to check something a month back...

I'm not particularly helpful but it might help to know others are feeling the pain

 

[Iza]

If it's the correct email address, perhaps you had already registed somehow?

You could try the following:

• Go to the Elevate home page: Loyalty Program from Virgin America | Elevate
• Click "Sign In"
• Click "Forgot Password"
• Enter your Email Address, then click "Submit"

Hopefully it will come back with an email

serfty, have tried this but no luck. Interestingly, my flight bookings came through on the email address I was trying to register for the Elevate program. I don't know what's going on??

 

[Iza]

Get a skype account and call them! If it's a toll free number within US, it may well be free from Skype.

On a more serious note, it may be worth looking at Virgin America Elevate forum on Flyertalk, or even posting the same question there.

Thanks dajop. I may have to resort to working out how to use Skype (bit of a tech novice here). Apparently it's not that hard!

 

[Iza]

I've had the same trouble when trying to join also! I've got 2 first class flights and a WhY with them in December but had no luck trying to join. I should have asked the guy on the phone when I had to ring to check something a month back...

I'm not particularly helpful but it might help to know others are feeling the pain

Ahh, so it's not just me then? I kinda feel a little better now - thought I was doing something wrong .

 

[dajop]

One other thing I forgot, depending on how far away your flights are, Virgin America will one day become a partner in Velocity as announced back in June:

Guests will later this year be able to earn Velocity Points when flying on Virgin America and will also be able to redeem Velocity Points for flights on Virgin America.

 

[Iza]

One other thing I forgot, depending on how far away your flights are, Virgin America will one day become a partner in Velocity as announced back in June:

Ahh, so perhaps it's a good thing that I've not been able to join Elevate. My flights are in October, so if they "merge" by then, I'll be able to add points to my existing Velocity Rewards account - yes?

 

[dajop]

Ahh, so perhaps it's a good thing that I've not been able to join Elevate. My flights are in October, so if they "merge" by then, I'll be able to add points to my existing Velocity Rewards account - yes?

Hmm, hard to predict when it will all be done and dusted, October might be pushing it ... probly best to keep trying to join Elevate just in case ...

 

[Iza]

I've received the following email from Virgin America:

Dear Iza,
Thank you for taking the time to write to us. We understand you sent an email awhile ago about our Elevate program and would like to apologize for not getting back to you in a timely manner.
We've been undergoing a rigorous internal system update in an effort to improve our process flows for both our agents and our guests. Unfortunately, we have experienced some minor technical difficulties in getting back to everyone while we work the kinks out. If you had a general question, you may want to check out our FAQ page, just type in "points" in the keyword search and you'll find a ton of helpful information. If you are waiting for points to be added to your Elevate account, please keep in mind it may take up to 2 weeks for your points to reflect on your account. If you are still experiencing difficulty, please resubmit your feedback through our Contact Us Page at http://www.virginamerica.com/va/contactUs.do or give us a call at 1.877.FLY.VIRGIN.
Virgin America Team


​

While it's not a direct solution to my problem, it at least goes a little way towards explaining why they haven't responded to my email requests.

 

[Iza]

UPDATE:I called Virgin America today using skype (thanks dajop for the idea), and finally have an Elevate Member Number! Apparently, my situation is not unique and according to the CSR they have a number of people with the same issue (ie. email address associated with a profile), and the only way to resolve it is through their call centre.

For those interested, I called their toll free number 1 877 359 8474.

Cheers