Missing Status Credits..

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davek

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Wondering if any other AFF'ers have had a similar experience to me.

At the end of May my partner and I flew SYD-AUH-CDG with EY tickets. The SYD-AUH leg was on a VA plane (W class fare), and AUH-CDG was Etihad (Y class). According to VA I should have earnt 120 status credits for the AYD-AUH leg, and 60 for AUH-CDG.

The points for AUH-CDG showed up in my account 3 days after the flight, however it has been over 21 days and the SYD-AUH points have not shown up. My VA number was on the ticket so it wasn't missing from the system.

Is it normal for a EY flight on VA metal to take so long to process?
 

mannej

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Is it normal? Yes, there have been a number of previous threads highlighting how slow EY flights are in posting to VA accounts.
 

markis10

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Have you done a retro claim? I had to in a similar position earlier this year.
 

Jack_OC

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There seems to be a glitch with EY flights operated by VA in particular. It's weird as you'd think if anything the difficulty would arise with EY operated flights, but there seems to be no problem there (or less of a problem).

I raised a similar issue on the ask VFF thread: http://www.australianfrequentflyer.com.au/community/showthread.php?t=58885

As you can see, my issue was resolved, but VA don't seem to have acknowledged that there is a more general problem.
 

davek

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I've submitted a retro claim via email .. will wait and see how that goes. Fingers crossed it goes through OK, it's going to bump me up to platinum if it goes through! :)
 

pythonisman

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I've had pretty decent results via the retro claim in the Velocity website, and find the email route takes a fair bit longer (and often needs a lot of escalating).
I'd definitely recommend giving it a go, just in case that speeds things up for you...
 

davek

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By escalating do you mean following up with a phone call, or sending more emails? I suspect I'll need to follow up with a phone call at the very least..
 

pythonisman

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By escalating do you mean following up with a phone call, or sending more emails? I suspect I'll need to follow up with a phone call at the very least..

Both, though I found I never got any actual reply from sending emails in.

After calling (at the time I was gold) the service desk, I was given the "we're trying but there are issues, hopefully it'll be done in a fortnight" for about 2 months before what I was chasing got credited (SQ flights with my VA number applied at booking time, outbound credited but inbound did not)
 

davek

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Well I got an email reply saying VA have had to submit the request to Etihad for the points to be credited. Most of it was boilerplate text.

I don't think I'll ever make the mistake of booking EY coded tickets again - this situation is just bull****.
 

davek

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UPDATE: received an email reply from Velocity telling me my premium economy fare class (P) is not valid for earning points.
This was for a flight with an Etihad flight number on a VA aircraft(!).
I was directed to review the information here Earn Points with Airline Partners | Velocity Frequent Flyer
Why don't Etihad recognize premium economy on a Virgin plane?

Can someone tell me if I am still eligible to earn status credits at least?
According to this I am https://www.velocityfrequentflyer.com/content/Info/StatusEarnFareClass/index.htm

There seems to be some inconsistency going on here. I cannot earn points but I can earn credits?
 
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markis10

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UPDATE: received an email reply from Velocity telling me my premium economy fare class (P) is not valid for earning points.
This was for a flight with an Etihad flight number on a VA aircraft(!).
I was directed to review the information here Earn Points with Airline Partners | Velocity Frequent Flyer
Why don't Etihad recognize premium economy on a Virgin plane?

Can someone tell me if I am still eligible to earn status credits at least?
According to this I am https://www.velocityfrequentflyer.com/content/Info/StatusEarnFareClass/index.htm

There seems to be some inconsistency going on here. I cannot earn points but I can earn credits?

Looks like they removed the PE earn, although the subtext under the title still makes a PE mention
~Premium Economy fares are only available on codeshare services operated by Virgin Australia. ^Base Points refers to the minimum number of Points that can be earned for an eligible activity or transaction by a Red member.
 

stux

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Looks like they removed the PE earn, although the subtext under the title still makes a PE mention
~Premium Economy fares are only available on codeshare services operated by Virgin Australia. ^Base Points refers to the minimum number of Points that can be earned for an eligible activity or transaction by a Red member.

Rediculous if they did. At a minimum PE should earn the full Y earn. W is a PE class isn't it? It's in the earn tables

Thing is, how can you even book PE on a EY codeshare? Do they offer the option?
 

markis10

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Rediculous if they did. At a minimum PE should earn the full Y earn. W is a PE class isn't it? It's in the earn tables

Thing is, how can you even book PE on a EY codeshare? Do they offer the option?

The Opal mentioned P class and W class, confusing, and it's a good question as to how you would book it.
 

davek

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The flights were booked through a travel agent. Originally all segments were quoted as Y fares, however since I knew we'd be flying on VA metal for the SYD-AUH leg I asked for that to be booked as PE.

What gets me is if I paid less and got Y fares, or paid more and got J fares I'd get the points. But in between, forget about it!
 

Jack_OC

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The flights were booked through a travel agent. Originally all segments were quoted as Y fares, however since I knew we'd be flying on VA metal for the SYD-AUH leg I asked for that to be booked as PE.

What gets me is if I paid less and got Y fares, or paid more and got J fares I'd get the points. But in between, forget about it!

I totally agree that it's ridiculous if you don't earn points/SCs on PE. I'm still confused though, as to the best of my knowledge you can't book PE on an EY code. Was it definitely an EY code?
 

davek

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Yep ..EY code for all flight segments (4 in total). If it was a VA code (ie, same flight, same seat, same $$$) then I wouldn't be in this position!!
 

Jack_OC

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Yep ..EY code for all flight segments (4 in total).

I'm completely baffled then, sorry. Maybe raise it with the Velocity rep in the "Ask Velocity Frequent Flyer" thread?

If it was a VA code (ie, same flight, same seat, same $$$) then I wouldn't be in this position!!

Just an observation - the price of the EY coded fares is often different to the VA coded fares. On a trip to the EU in J that I took earlier this year, the difference was over $1,000 rtn (even though it was for the same seats on the same flights). I think that's why people often choose the EY option, but if there is a risk of no points/SCs, people should be made aware of that.
 

davek

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I'm completely baffled then, sorry. Maybe raise it with the Velocity rep in the "Ask Velocity Frequent Flyer" thread?



Just an observation - the price of the EY coded fares is often different to the VA coded fares. On a trip to the EU in J that I took earlier this year, the difference was over $1,000 rtn (even though it was for the same seats on the same flights). I think that's why people often choose the EY option, but if there is a risk of no points/SCs, people should be made aware of that.

Believe it or not I actually asked for the fare code prior to finalizing payment.
When I was told it was P I checked this page here:
https://www.velocityfrequentflyer.co...lass/index.htm

Based on this I thought "yep - earning points for this".

I would have preferred to book VA codes, but the original Y fare quotation was done weeks before I asked for the PE upgrade. So as not to lose the good prices I had been quoted I decided to stick with the EY flight booking instead.
 

davek

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UPDATE: Here is the complete story as to what has happened here. Bear with me....

The quirk with all this is Etihad have decided that P fares are not eligible to earn Etihad Guest Miles (according to https://www.etihadguest.com/en/earn-miles/airline/virgin-australia/). This explains why points and credits did not automatically appear on my Velocity account.

Thus when Virgin submit their manual retro claim to Etihad it is again denied because P fares do not earns Etihad Miles. As an EY coded flight it is Etihad who get to set the conditions relating to earning miles/points and credits.

A P fare (according to Virgin) *is* eligible to earn status credits (according to https://www.velocityfrequentflyer.com/content/Info/StatusEarnFareClass/index.htm) but not Velocity points (as detailed here https://www.velocityfrequentflyer.com/content/Earn/Airlines/PointsEarn/index.htm#etihad). There was previously a reference to PE flights (as pointed out by markis10) but this has since been removed.

Got all that?

Aaanyway, after 3 phone calls in as many weeks I'm happy to report that Velocity have sorted everything out and my account was credited today. The combination of a PE seat on VA metal as a EY code share (which doesn't earn EY miles/VA points but does earn VA status credits) must be unique, and so it's no wonder it took a lot of to-and-fro to sort out!

One last comment - the Velocity call center folks were a real pleasure to deal with!
 
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