Hi Velocity Rewards,
I made a booking with Agoda, about three days after the partnership started on 27 June. I was 100% sure that I entered my correct Velocity number because I took the screenshots - just being cautious with a new Velocity partner.
Not seeing any points, I filed a missing points claim earlier last Month and followed up about three weeks ago.
To quickly summarise what happened afterwards,
14/10 - Advised by email to follow up on 24/10
24/10 - Called Velocity and was advised to follow up on 25/10
25/10 - Called again as advised, being told to follow up after 2 business days
30/10 - Called once more as advised and being told that someone from claims area would call me by COB (which did not happen)
31/10 - Called again in the morning, being told that Agoda deemed the booking not eligible for points but with no reason. Asked for explanation and the agent followed up with "support" and was advised to wait until 7/11 to escalate the claim again. Not very happy because the 15% off rewards redemption ends today. Being transferred to a team lead and she clarified that "support" confirmed the booking in fact should be eligible for points but I have to wait "another week" for escalation. I emailed retro@ my screenshots to prove that I entered my Velocity number and also booking confirmation email which showed the booking was "in partnership with Virgin Australia".
I guess there could be some system glitches in early days as my booking was made just days after the partnership started. Saying that, all my recent bookings were made through another provider simply because I'm too scared to go through the same again.
I have to say all Velocity agents I dealt with were polite and lovely but the process is still frustrating and painful for just some 2000 points. I guess many people would have given up at this stage and spend their time more wisely.
Dear Velocity, what in your opinion is the best way to follow up a (partner) missing points claim?
I made a booking with Agoda, about three days after the partnership started on 27 June. I was 100% sure that I entered my correct Velocity number because I took the screenshots - just being cautious with a new Velocity partner.
Not seeing any points, I filed a missing points claim earlier last Month and followed up about three weeks ago.
To quickly summarise what happened afterwards,
14/10 - Advised by email to follow up on 24/10
24/10 - Called Velocity and was advised to follow up on 25/10
25/10 - Called again as advised, being told to follow up after 2 business days
30/10 - Called once more as advised and being told that someone from claims area would call me by COB (which did not happen)
31/10 - Called again in the morning, being told that Agoda deemed the booking not eligible for points but with no reason. Asked for explanation and the agent followed up with "support" and was advised to wait until 7/11 to escalate the claim again. Not very happy because the 15% off rewards redemption ends today. Being transferred to a team lead and she clarified that "support" confirmed the booking in fact should be eligible for points but I have to wait "another week" for escalation. I emailed retro@ my screenshots to prove that I entered my Velocity number and also booking confirmation email which showed the booking was "in partnership with Virgin Australia".
I guess there could be some system glitches in early days as my booking was made just days after the partnership started. Saying that, all my recent bookings were made through another provider simply because I'm too scared to go through the same again.
I have to say all Velocity agents I dealt with were polite and lovely but the process is still frustrating and painful for just some 2000 points. I guess many people would have given up at this stage and spend their time more wisely.
Dear Velocity, what in your opinion is the best way to follow up a (partner) missing points claim?
