Lengthy missing points claim with Etihad?

[Nathant123]

Hi all,

Just wondering if anyone has flown recently with Etihad and struggling to get their points/credits awarded? I've flown with them numerous times in the past and whilst most times I've needed to submit a missing points claim through Velocity, this last lot of economy and business flights I took in November of last year has not yet been awarded. Etihad won't respond to either email I sent them and their facebook team is useless. Velocity have insisted they've manually escalated it and while they were able to manually credit some economy flights, they've stated that it could take up to mid Feb to receive the rest even though they have my e-tickets, credit card statement, etc. Has partnership changed recently which is causing this delay or is this just a rare glitch?

 

[serfty]

You are looking for velocity credit. While late crediting can be frustrating and it would be better for credit sooner rather than later, is there a specific need to have credit by mid February? Status? Specific award?

In any case, how have you been communicating? Email? Phone?

Finally, do you have a claim reference/number?

Virgin are involved with the Airline Customer Advocate and since it's Velocity, it is up to Virgin to resolve the issue. To use the ACA that you need to show you have tried to resolve the issue with them and a reference code can be most useful. If making a claim you can upload documents such as email copies of correspondence.

 

[Nathant123]

Thanks for the prompt reply. I’m not looking to take it further if there is a genuine reason behind the delay. They (Velocity call centre) have insisted that everything is fine and that occasionally it can take this long due to a system glitch. They haven’t given me any reference numbers but I have all my email correspondence with them. Facebook message screenshots could also be pulled. I don’t need the points or credits by a certain date as my review date isn’t till the end of the year. These credits will get me very close to platinum though as I travelled with my brother and he pools to me. He also hasn’t received anything though I did put our claims in simultaneously. I would have thought that Velocity could simply manually credit it all as they have all the e-tickets and can see they’re all eligible fare classes and not upgrades or flights redeemed through points. I guess my main concern is that I have to book flights for May to London and then to Johannesburg in November and if Etihad have some sort of problem with Velocity that I’m not aware of then I’ll have the same drama all over again hence why I was wondering if anyone else who has flown with them recently had the same issue.

 

[Kenneth Curry]

I have had similar experiences with Diners transfer to Korean Air..
I have 350000, miles on KA and attemted to transfer points to KA from Diners to top up points sufficient for a Bne to LHR trip,
The points vanished from Diners and didnt appear in Skypass..
There is no person in Diners Australia who was contactable even at CITI bank the owner of the Diners Franchise in Australia.
The call center in India just told lies and the usual story to wait 30 days and that the issue had been "escalated".
Eventually I was told that Diners Australia had stopped transferring to KA 6 mths prior but no notification was given to me.
I eventually cancelled my expensive ( annual fee and merchant surcharge) Diners card. and paid for a full fare ticket.
The accumulated points eventually were redeemed for Bunnings shopping vouchers this being the only usable option.
KA has very few non flying points earning opportunities in Australia.
As your many articles on the subject note credit card points opportunities are very useful in building mileage towards awards..
KA to LHR has been a favourite of mine for many years for the following reasons.
good prices if booked 6mths in advance,
ability to combine family miles
immaculately maintained ( I am a retired RAAF engineer officer) and modern aircraft .
lower cabin altitude i have previously, flown with a pocket altimeter.
good cabin service, acceptable economy food and well maintained and clean toilets
comfortable seats and 34in seat pitch. I am 100Kg and 183cm tall and suffer from DVT's so longhaul comfort is a big issue.
Morning Calm membership yields extra bag allowance and 4 passes every 2 years to the excellent KA business lounge usually redeemed at Incheon on the LHR-Bne leg.
convenient schedule departure/arrival times BNE and LHR.
"Excellent" complementary overnight stopover package in Incheon enroute to UK.
I usually am lodged at the on airport 5* Hyatt For me its a big bonus!!!.
My current booked flight 15 June 2018 for self and wife is on China Air.with a heavily discounted ticket. as KA was 50% dearer.
This flight has 9 hr layovers each way & includes extra bag,+ transit lounge pass with food and drinks.in Beijing.. The CA website is very clunky and I found it almost impossible to Join the CA Phoenix FF program unless I added an extra digit to my pasport number ..
Another family member is flying BNE -LHR on China Eastern at peak season on an attractive fare There are long stopovers (17&30 hr) in Shanghai with complementary hotel + second bag. The 30hr stop gives enough time for a quick Shanghai tour so is actually a bonus!!!
Applying for the complementary CE stopover hotel via the required Zuji/Webjet booking agent was tedious and required several phone calls and emails.