Int'l point redemption error

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bigmal

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Been trying since Friday to redeem points or a LHR-SYD flight with DJ (Etihad) and their system has been down since Friday. I've called twice and they really have no idea, about fixing he problem, or offer any alternatives to assist.
Anyone else had problems, or can offer any advice? I'm a plat member FWIW.
 
Same problem, same 'assistance' when I called. Was told it would be back up tonight, but not holding my breath.
 
Just gets better and better.

Now the call centre in some far away place basically calls me a liar and tries to charge me 30% more for the same flights that were on the web on Friday before it crashed. A call back to Australia Plat members area, basically says, "bad luck and try again when the system is up again, and we have no idea when that will be".

For all the bagging that goes on about QF, this has to be the worst customer service I have ever experienced!! Now I have points that are basically of no use!!

Bck to being a loyal QFF for me.
 
bigmal said:
For all the bagging that goes on about QF, this has to be the worst customer service I have ever experienced!! Now I have points that are basically of no use!!

Bck to being a loyal QFF for me.
Click to expand...

Welcome back :rolleyes:
 
bigmal said:
Been trying since Friday to redeem points or a LHR-SYD flight with DJ (Etihad) and their system has been down since Friday. I've called twice and they really have no idea, about fixing he problem, or offer any alternatives to assist.
Anyone else had problems, or can offer any advice? I'm a plat member FWIW.
Click to expand...

I'm not sure it's the same issue, but I phoned the gold line to enquire about the number of points + tax required for a BNE-MLE redemption. I was transfered to the "international" desk, which consisted of an operator who I had trouble understanding, who told me Etihad was the way to go via Abu Dhabi and when I suggested with Singapore airlines via Singapore (a considerably shorter route) he said that was an option, but dearer than with Etihad. Anyway he priced them both up doing Singapore first and he didn't even complete the Etihad quote because the BNE-AUH leg was the same as BNE-MLE with SQ...........

All in all, I was left without much faith the the so-called "int experts" to actually know which is the best way to maximise points value.
 
If they want to play with the Big Boys, they have to get the basics right. Pathetic!!
 
The whole Velocity system is a joke. I haven't been credited with points and SCs for a Virgin Australia flight to WLG three weeks ago (plus my daughter's, which goes into family pooling for me) so phoned the Velocity number and got through to the Gold priority phone line. Guy told me that I did qualify for points on that route (duh!) and said 'I guess I can try to put the points through if you really want'. Ummm, yes I really want. Then after being 10 minutes on hold, got told 'Well I think I have done it, but if the points are there in two weeks I guess you could call us back.' I will be doing more than that buddy.
And then looking to upgrade from Y+ with VA to J from MEL-LAX using points (paid with points in the first place) and told by Velocity that this was not possible but they would transfer me to the Virgin Australia team to enquire about paying the difference. Ok. Tranferred only to be told by the VA team that this was a Velocity matter and they would transfer me to Velocity. After another 20 minutes of waiting, I hung up.
 
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Suppose when VA complete the change/upgrade of their GDS this'll all be ironed out.

Perhaps cold comfort for some not willing to wait for 6+ish months.

Sent from my GT-I9300 using AustFreqFly
 
The whole international part of the Velocity website has been down for days. Words can't describe how much I hate Velocity right now.
 
But it is pretty poor. I think it'd be around 3 weeks now that it hasn't been possible to use the Velocity site to search and redeem long haul flights.

When you're trying to juggle a complex redemption for a family it doesn't make life easy.
 
greenfish said:
But it is pretty poor. I think it'd be around 3 weeks now that it hasn't been possible to use the Velocity site to search and redeem long haul flights.

When you're trying to juggle a complex redemption for a family it doesn't make life easy.
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Can't have been 3 weeks. I did an international redemption on VA 5th July. It was 'intermittent' around that time though, and it took me a few attempts to get it working, but work it did.
 
drewbles said:
Can't have been 3 weeks. I did an international redemption on VA 5th July. It was 'intermittent' around that time though, and it took me a few attempts to get it working, but work it did.
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You're right, I had my first problem the first week of July, the OP had problems on the 6th of July (Friday before he posted) - so 2 weeks today.

Still not stellar performance from VA's IT group.
 
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greenfish said:
You're right, I had my first problem the first week of July, the OP had problems on the 6th of July (Friday before he posted) - so 2 weeks today.
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2 very long weeks! Managed to change plans a little ,get J class redemption tickets with QF/CX on the exact dates I wanted to the places I wanted and the taxes seemed to be a lot less than what the o/s call centre staff were trying to charge me. I now just have DJ points now sitting in a place where I cant use them, and they won't return them to AMEX, where I might be able to get some use out of them. Never say never, ........but never again!!
 
Incredibly frustrating to say the least when many people will be making travel plans for the Christmas holidays. Not happy VA! :evil:
 
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