Hong Kong Airways Velocity Issues

Discussion in 'Virgin Australia Velocity' started by LongFlyer, Dec 13, 2017.

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  1. LongFlyer

    LongFlyer Newbie

    Dec 13, 2017
    6
    3
    Anyone had any trouble travelling on hong kong airways as a velocity member? Still cant get into the lounge 6 months after they said access is coming in ‘weeks’. Also had issues with them trying to say flights aren’t eligible for point/SC despite their website and announcement clearly saying they are.
     

  2. Virgin Bart

    Virgin Bart Established Member

    I have nothing to offer but sympathy here. Velocity unfortunately are notorious for crap like this.

    I'm still waiting for the Hobart lounge.
     
    • Agree Agree x 3
    • Informative Informative x 1
  3. LongFlyer

    LongFlyer Newbie

    Dec 13, 2017
    6
    3
    #3 LongFlyer, Dec 13, 2017
    Last edited: Dec 14, 2017
    Yeah i was surprised when i was in hobart last year, especially with the coming in 2014 promise.
     
  4. Mattg

    Mattg Senior Member

    Aug 21, 2011
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    I would have thought this would have been dealt with months ago. It's already possible to redeem Velocity points for Hong Kong Airlines flights.

    What HX flights/routes are they disputing are ineligible for Velocity earn?
     
  5. LongFlyer

    LongFlyer Newbie

    Dec 13, 2017
    6
    3
    BKK to HK - HK to Japan. Ticket codes are the type that earn points (although if they where not i would be pissed at Virgin as this is only hidden in the fineprint on webpages, no indication some ticket classes dont earn points/status in the big media announcement).
    Got this from them the other days "We have been in touch with Hong Kong Airlines and they have advised us that your flights below are ineligible to earn Points. Please be advised that the eligible flights are those between or within Mainland China, Hong Kong, Australia and New Zealand only." Virgin announcement and website clearly says all flights apart from ones to North America are eligible.
     
  6. Mattg

    Mattg Senior Member

    Aug 21, 2011
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    Hmm. Well there's no indication that these flights shouldn't earn. The Velocity website only says that flights to/from North America are excluded.

    Has Virgin given an actual reason for the flights not earning anything?
     
  7. dajop

    dajop Senior Member

    Jul 1, 2002
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    Are they getting mixed up between Hong Kong Airlines, and all the other airlines in the Hainan Airlines stable (Hainan, Capital, Tianjin) which have this condition?

    Perhaps you can write back and suggest they credit as per the conditions published on their website or you will pursue via the Airline Consumer Advocate?
     
  8. serfty

    Moderator

    Nov 16, 2004
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    I suspect the people at Velocity have stuffed up here and are indeed mixing Hainan Airlines with Hong Kong Airlines.

    https://www.velocityfrequentflyer.com/content/Earn/Airlines/PointsEarn/#hongkong

    upload_2017-12-14_13-26-32.png

    upload_2017-12-14_13-27-15.png
     
  9. LongFlyer

    LongFlyer Newbie

    Dec 13, 2017
    6
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    Their reasoning is "eligible flights are those between or within Mainland China, Hong Kong, Australia and New Zealand only.'' I suspect as suggested above they are mixing up the airlines, perhaps all Asian airlines look the same to velocity.
     
    • Like Like x 2
  10. LongFlyer

    LongFlyer Newbie

    Dec 13, 2017
    6
    3
    Apparently their website and announcement are wrong, you are only meant to get point/status for OZ, NZ China, Taiwan. If this is true pretty big mistake. I hope they remember to fuel up their plane and go to the right destination next time i fly with them.
     
    • Like Like x 1
  11. Mattg

    Mattg Senior Member

    Aug 21, 2011
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    And how is a customer supposed to know this if it doesn't say so anywhere on their website, press releases, etc.? Ridiculous... o_O

    If Virgin still refuses to award points & status credits, I would strongly encourage you to take this to the Airline Customer Advocate.
     
    • Like Like x 1
    • Agree Agree x 1
  12. sven89

    sven89 Junior Member

    Nov 11, 2013
    21
    8
    Melbourne
    Partner and I recently flew HK to Japan return on Hong Kong Airlines economy earlier this month. Both were credited points and status credits within days of the flight. They actually credited faster than a VA Syd to Mel flight I took a week later. I think it's absolutely worth pushing back as the website and press releases are/were all clear in that all Hong Kong Airlines flights are eligible now.

    As for lounge access. I received a response from Hong Kong Airlines late November saying they were aiming for end of the year.....as much as I'd like to champion VA here, I'll believe it when I see it unfortunately.
     
  13. serfty

    Moderator

    Nov 16, 2004
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    www.airlinecustomeradvocate.com.au

    You must have tried to resolve the issue with the airline before you can use the ACA. Best to have reference numbers for the failed attmpts to do so.

    Do you have reference number for your contact with velocity? If not, call again and get them.

    Other than that, you can use the above screen shot - the ONLY exclusion is ".. flights to/from North America.".
     
  14. browski

    browski Established Member

    Sep 8, 2004
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    It is not only Virgin that has issues. I flew Hong Kong Airlines from HKG-TSN a few weeks back. When I went to fetch my boarding pass at the transit desk in HKG, I asked that they also input my Velocity number. The attendant informed me that Hong Kong has no Frequent Flyer partners - None. In reality, (their program is called Fortune Wings Club); these are the listed members:

    Hainan Airlines
    Grand China Airlines
    Tianjin Airlines
    Hong Kong Airlines
    Lucky Air
    Capital Airlines
    Etihad Airways
    Fuzhou Airlines
    Suparna Airlines
    Guangxi Beibu Gulf Airlines
    Alaska Airlines
    Virgin Australia

    Anyway, I did not argue the point, But since returning home, I have submitted my missing points claim with Velocity. Let us see.
     
  15. Strategic Aviation

    Strategic Aviation Established Member

    Jan 1, 2017
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  16. browski

    browski Established Member

    Sep 8, 2004
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    Yeah, I was credited the points.
     
  17. serfty

    Moderator

    Nov 16, 2004
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    Do any have recent experience with accessing lounges when travelling on HX within Asia.

    I am considering a HKG-BKK return early next year in economy. The web site indicates I should have lounge access at HKG, but not at BKK.

    upload_2018-7-23_14-2-19.png
     
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