Missing points hotel bookings and flights - very inconsistent and no reply emails

[ronnie66]

I am missing a lot of points from hotel bookings via the Velocity hotel club website. Only one booking came through immediately after I stayed at the hotel.
I am still waiting for points related to stays in January, February. Same applies to certain legs of a flight to New York. Some points are credited, other points are not.
I have called several times and been send from pillar to post. Did forward my boarding pass details, tried the online claim form (was a VA operated flight from LAX, with frequentflyer number added to system and on boarding pass). The online claim didn't work.
Similar to the online claims for the hotel points - very complicated system: need to fill in the address details of the hotel!!!! With check in date , check out date etc, and the price etc. Too much work. But did all that. Received confirmation and then nothing happens.
Called again. Was referred to Hotel club in US. Obviously they didn't had a clue, was on the phone for more than 1 hour. Got connected to a non-existing/disconnected number 3 times. I almost exploded.

Forwarded emails to platinum service. Forwarded all the vouchers and tax invoices of the hotel bookings and the boarding passes. Nothing has happened. Months are passing without any apology and without points. It is becoming frustrating. Calling just adds to the frustration.

I feel like I am going to miss out on valuable points and I feel like I have to track everything in my account in stead of just relying on the process.

Why isn't it working?
I am a platinum velocity member.

 

[esquire]

Welcome to my experience as well, especially the hotels. Have had a number not credit - website advises to wait 8 weeks (2 months) before putting a claim in - but then you only have 4 weeks to put it in otherwise - "sorry too late". I've still got multiple claims running at the moment. As such I don't use Velocity Hotels anymore. In fact I don't use most of Virgin's booking services as they are not reliable and I don't have time to keep on chasing points up constantly. (The one exception to this is Thrifty - who always post point quickly and correctly).

 

[Arnie]

+1 to above - i have 7 sectors not credited since Jan (and the other credited incorrectly) - online claim, email claim, gold line.... each time i contact virgin its like starting from the beginning of the process...... It really takes the shine off what has been until now an impressive move from LCC to full service. To be fair, in my case, all non virgin flight points have posted correctly.... but you think if anything it would be the other way around.

 

[Velocity Frequent Flyer]

I am missing a lot of points from hotel bookings via the Velocity hotel club website. Only one booking came through immediately after I stayed at the hotel.
I am still waiting for points related to stays in January, February. Same applies to certain legs of a flight to New York. Some points are credited, other points are not.
I have called several times and been send from pillar to post. Did forward my boarding pass details, tried the online claim form (was a VA operated flight from LAX, with frequentflyer number added to system and on boarding pass). The online claim didn't work.
Similar to the online claims for the hotel points - very complicated system: need to fill in the address details of the hotel!!!! With check in date , check out date etc, and the price etc. Too much work. But did all that. Received confirmation and then nothing happens.
Called again. Was referred to Hotel club in US. Obviously they didn't had a clue, was on the phone for more than 1 hour. Got connected to a non-existing/disconnected number 3 times. I almost exploded.

Forwarded emails to platinum service. Forwarded all the vouchers and tax invoices of the hotel bookings and the boarding passes. Nothing has happened. Months are passing without any apology and without points. It is becoming frustrating. Calling just adds to the frustration.

I feel like I am going to miss out on valuable points and I feel like I have to track everything in my account in stead of just relying on the process.

Why isn't it working?
I am a platinum velocity member.

Hi Ronnie,
I have to be honest, by reading your post, I can't tell if you have an issue with points posting after flights with Virgin or if your problem is with Hotel stays.
If you have specific issues you can private message us here on AFF, or discuss with the team through the call centre.
Thanks

 

[ronnie66]

Thank you for your reply Velocity Frequent Flyer. I thought it was clear that I am missing points from a flight and from the hotel bookings. I have called the call centre at least 6 times in the past weeks; but unfortunately this hasn't resolved the issue. One of those "call centre sessions" were extremely frustrating (long waits and incompetent team member - got connected to non-existing phone numbers and got disconnected, had to call back and ended up waiting for another team member). Honestly I don't know what else to do. Yesterday I did call again, got a competent team member and very friendly, but issue not resolved. I am happy to PM you the details. I really value Virgin and would like to stay supportive, but this process is getting quite painful.