Misquoted Points

[Eggsbenedict]

Hi All,

Long term frequent flyer, first time posting! My question is, has anyone ever managed to escalate a complaint with Velocity? I was misquoted the amount of points required for a Brisbane to Vietnam flight when I called their Customer Help desk (WHY DOES VELOCITY OUTSORCE IT'S INTERNATIONAL POINTS REDEMTIPON??) based on a quote provided 70,000 PP each way business I booked a deal for next year. I was unconcered about availability as a platinum member I have a guaranteed rewards flight each year. After I booked the non-refundable deal I called Velocity to book the flights only to be told that I had been misquoted and that it was actually 100,000 points pp. each way this means instead of 280,000 points I would need 400,000. I have since used the complaint form on the Velocity website only to receive the generic thanks for your feedback it’s valuable have a nice day email” I have response that this, I have left a message with complaints and I have posted on their Facebook. All I have received was a voice message from “Jay a supervisor at Velocity who basically said too bad and regardless of what we told you we will not be honouring it.

Has anyone had an issue with a misquote before? Has anyone managed to get in touch with someone of authority who is interesting in assisting?
Thanks

 

[williamsf1]

Hi All,

Long term frequent flyer, first time posting! My question is, has anyone ever managed to escalate a complaint with Velocity? I was misquoted the amount of points required for a Brisbane to Vietnam flight when I called their Customer Help desk (WHY DOES VELOCITY OUTSORCE IT'S INTERNATIONAL POINTS REDEMTIPON??) based on a quote provided 70,000 PP each way business I booked a deal for next year. I was unconcered about availability as a platinum member I have a guaranteed rewards flight each year. After I booked the non-refundable deal I called Velocity to book the flights only to be told that I had been misquoted and that it was actually 100,000 points pp. each way this means instead of 280,000 points I would need 400,000. I have since used the complaint form on the Velocity website only to receive the generic thanks for your feedback it’s valuable have a nice day email” I have response that this, I have left a message with complaints and I have posted on their Facebook. All I have received was a voice message from “Jay a supervisor at Velocity who basically said too bad and regardless of what we told you we will not be honouring it.

Has anyone had an issue with a misquote before? Has anyone managed to get in touch with someone of authority who is interesting in assisting?
Thanks

Are you trying to book Business or economy ? Platinum guaranteed reward seats are for Economy only... not valid for a business class booking

 

[Eggsbenedict]

Are you trying to book Business or economy ? Platinum guaranteed reward seats are for Economy only... not valid for a business class booking

Sorry yes you are right. I am trying to book Business and the guaranteed is only for economy. However the quote I was given was for a business reward fare, neither time did I actually check dates and as we are pretty flexible and the accomadation we booked is valid for all of 2014 I sure we would have been able to find dates when reward seat's where availible. It really comes down to the misquote of the "reward business" fare.

 

[JohnK]

Welcome to AFF Eggsbenedict!

Have you calculated what the points cost should be for this redemption?

If the Virgin consultant has made a mistake in the original quote then you cannot do anything about it and will be charged the correct amount of points. This is not one of those mistake airfares that an airline may or not honour occasionally.

 

[williamsf1]

Where in Vietnam did you ask to fly to ? for example you would be looking at SQ and they are on a higher points table than VA . The TPM between BNE and SGN is 4496 so they would be 70000 points , however HAN is 4841 and that would be 95000 points . Those rates are even higher if you go via SYD or MEL.
On top of the above, you need to add tax

 

[Eggsbenedict]

Hi All,

An update for you. A Velocity rep contacted me today saying they had been given approval to honour the misquoted points. I asked her to check everyday in August, September and October there is not one single day where there is a Rewards business class fare for the Brisbane to Singapore or Signapore to Brisbane leg. Does this sound possible NOT ONE DAY? right up to the end of the 330 odd days in which fares become availible? or this their way of getting out of honouring the misquote?

 

[Orca]

Hi All,

An update for you. A Velocity rep contacted me today saying they had been given approval to honour the misquoted points. I asked her to check everyday in August, September and October there is not one single day where there is a Rewards business class fare for the Brisbane to Singapore or Signapore to Brisbane leg. Does this sound possible NOT ONE DAY? right up to the end of the 330 odd days in which fares become availible? or this their way of getting out of honouring the misquote?

Hi Eggs,

Firstly I'm not a VFF member so I can't comment specifically. However when it comes to Qantas award flights you can search for availability yourself online (or even use expert flyer to check award availability) so could you not have a poke around yourself and if you find one, call them up to book at the misquoted rate? (since they said they'll honour it) It seems unusual that every single day for three straight months is booked but that being said, J awards do get snapped up quickly.

On another note, I personally think you have to consider yourself quite lucky that they have agreed to honour your misquoted points rate for the flights.

 

[williamsf1]

Hi All,

An update for you. A Velocity rep contacted me today saying they had been given approval to honour the misquoted points. I asked her to check everyday in August, September and October there is not one single day where there is a Rewards business class fare for the Brisbane to Singapore or Signapore to Brisbane leg. Does this sound possible NOT ONE DAY? right up to the end of the 330 odd days in which fares become availible? or this their way of getting out of honouring the misquote?

You could always fly on EY Brisbane Singapore ( I think you can find this online) ? SQ availability in business class is very hard to come by

 

[Eggsbenedict]

Hi All,

Another update in my saga. I called Velocity again this morning, unable to shake the feeling that information about there being no Rewards fares at all during August, September and October was correct. I had instant confirmation of the exact dates and flights I was after and have now booked (At the higher "correct" rates) the only answer for this I have is that Velocity where trying to make me "go away" suggesting that they would honour the misquoted points amount only to tell me there was no availibilty. Seems like a pretty deceptive thing for Velocity to do to me.

 

[anat0l]

Good on VA "honouring" the mistaken quote, but I find it hard to believe that there was no reward availability to start with.

Of course, award availability can vary from programme to programme (i.e. the availability you see as a Singapore KrisFlyer member, versus an ANA Mileage Club member, versus a Velocity member, can all be very different even for the exact same flight on the same day). But it's a shame as I can see using ANA that for Star Alliance, there is plenty of Business Class availability on SQ BNE/SIN during August 2014 (same for the flights in the other direction).

On the other hand, if you were searching for four Business Class award seats (i.e. with all four passengers on the same flights), that kind of changes the picture considerably. Even on ANA, I can't find many dates at all with 4 seats (in fact, I'm struggling, but didn't look very hard to be honest). 2 was quite easy; more than that, very difficult.

Anyway, good to see you're all set to go.


On a related note (and sorry if this is a hijack of the thread), how do you calculate the points required for SQ travel e.g. BNE-SIN-SGN? When I contacted Velocity one time to get a quote or idea (mine was to go to MNL), they told me that the cost had to be split into two parts - one of BNE-SIN (use the SQ "small" cost table) then SIN-MNL (use the SQ "normal" cost table). Thus a total of 130,000 points one-way BNE-SIN-MNL in J. A bit high for my liking so I passed on it.

 

[Eggsbenedict]

The end result! This week I booked therewards flights on the days I wanted in business by just calling the CustomerService team I didn't mention the misquote at all and there was plenty of availability.I was a little pissed about being misled but in the end I was paying the correctpoints for the trip and it was time to let it go.

Welltoday I received a call, the amount of points I paid over the misquoted amounthave been reimbursed to my account - Good on ya Velocity. I just wish taking tosomeone was a little easier