Not happy....

[JetSetting88]

So after singing Virgin's praises these last few months, this has got me a little frustrated.

Purchased return flights Bris-Rok in Flexi as i'm close to hitting platinum and need the SC's. Wasn't offered a meal on board, wasn't really worried as I dont usually eat it anyway, but then the points posted today...

[TABLE="width: 513"]
[TR="class: alt, bgcolor: transparent"]
[TD="bgcolor: #E9E9E9"]22 Mar 13[/TD]
[TD="bgcolor: #E9E9E9"]21 Mar 13[/TD]
[TD="bgcolor: #E9E9E9"]Rockhampton-Brisbane VA1254[/TD]
[TD="bgcolor: #E9E9E9, align: right"]10[/TD]
[TD="bgcolor: #E9E9E9, align: right"]1,045[/TD]
[TD="bgcolor: #E9E9E9, align: right"]784[/TD]
[TD="class: last, bgcolor: #E9E9E9, align: right"]1,829[/TD]
[/TR]
[/TABLE]

Fare was definately a Flexi and shows as L class in my itinerary, but from memory I think the pysical ticket said E...

FLIGHT DEPART ARRIVE CLASS/SEAT INCLUDED
BAGGAGE
TICKET INFO
VA 1254
Ok to fly
Operated by: VIRGIN
AUSTRALIA
ROCKHAMPTON,
AUSTRALIA (ROK)
21/Mar/2013
20:25
BRISBANE,
AUSTRALIA (BNE)
21/Mar/2013
21:25
Economy
04A
(Confirmed)
1PC Fare Family:
Flexi
Not Valid
Before: 21 Mar
Not Valid
After: 21 Mar

Now to spend time chasing it up, return is also a Flexi so will be interesting to see what happens. Be sure to check your points!

 

[bullerdude]

Seems that somehow your ticket was changed at checkin... did you check in at the airport?

If you purchased a flexi (look for the booking class on the eTicket) then you should be eligible for the status credits and/or refund for only being privided with the service of a saver ticket.

I would submit feedback in addition to speaking to the gold line.

 

[eastwest101]

Seems that somehow your ticket was changed at checkin... did you check in at the airport?

If you purchased a flexi (look for the booking class on the eTicket) then you should be eligible for the status credits and/or refund for only being privided with the service of a saver ticket.

I would submit feedback in addition to speaking to the gold line.

Agree - ring up the gold line and see what they say, see if they can explain what exactly what happened. Given that the SC and possibly points have posted incorrectly but in record time for VA it would seem that as far as Velocity goes - your confirmed Flex flight somehow morphed into a normal Y ticket. Don't try and do a retro claim online on the Velocity web site as this will not work. I am assuming you should have earned 20SC for BNE-ROK and 20SC for the return flight ROK-BNE?

It may all be a Velocity problem. The lack of meal is also worth inquiring about as a Flexi fare should have entitled you to a meal no matter what time the flight goes, they may have simply run out of flexi meals....

 

[jneufeld]

The lack of meal is also worth inquiring about as a Flexi fare should have entitled you to a meal no matter what time the flight goes, they may have simply run out of flexi meals....

If the L (flexi) fare was changed to an E (saver) fare upon check-in the passenger would no longer be marked down for a meal. It looks like this an accindent, and hopefully an isolated incident.

 

[eastwest101]

If the L (flexi) fare was changed to an E (saver) fare upon check-in the passenger would no longer be marked down for a meal. It looks like this an accindent, and hopefully an isolated incident.

Ah yes - good point - that would definately explain what happened. The next question is why?

 

[JetSetting88]

Just spoke to the help line, was an overseas center, couldn't get through to the Gold Desk. Flight was originally booked as a flexi. I now remember changing the flight online to the previous day. Same flight, same fare, previous day. They're telling me its put me into a lower class fare which is not possible and they're going to look into it further.

When asked about compensation and correct points posting, they said they'd try to get back to me in the next 10-15 work days but couldn't promise anything.

Might try to get the Gold line later today.

 

[eastwest101]

Just spoke to the help line, was an overseas center, couldn't get through to the Gold Desk. Flight was originally booked as a flexi. I now remember changing the flight online to the previous day. Same flight, same fare, previous day. They're telling me its put me into a lower class fare which is not possible and they're going to look into it further.

Yes - you would have thought the fare rules prevented moving a flexi booking to a cheaper class fare, or if it was permitted by the reservations system, then VA would have quietly pocketed the fare difference. Will be interesting to see if the flights get credited as full flexi SC or reduced SC

 

[JetSetting88]

Well I surprisingly just got a phone call back from Velocity. They offered me 2000 points as compensation for the error and have promised the full SC/Points will post in the next couple of days. The points are a bonus and have already been applied to my account, more interested in the SC's posting though. Will update when/if they come through.

Hopefully this is an isolated incident. Considering the amount of flights and flight changes I do, I'll definitely be keeping an eye out for this error again.

 

[medhead]

How did you change it on line? I though that was now impossible.

 

[DeKa]

I've changed flexis which I booked online, online. You can't edit pre Sabre bookings yourself.

 

[eastwest101]

I've changed flexis which I booked online, online. You can't edit pre Sabre bookings yourself.

Perhaps the best way to explain that is that some people could manage their bookings online last week or post Sabre rollout and some others couldn't.

I see that the OP flew on the 21st March but didn't specify when they changed the date of their Flexi fare by one day (presumably before the 21st March), but seems like they could. Anyway as the OP Jetsetting88 got compensation and full SC points that a Flexi was entitled to then I assume that something went wrong with the booking at some point in time.

 

[JetSetting88]

Was booked 6th march and changed online on the 11th march. Have always been able to change bookings post Sabre when booked online.

 

[medhead]

[-]None of my bookings post sabre allow me to change on line.[/-] Just checked and I can change cash bookings made post Sabre. But not awards or 241 bookings.

 

[JetSetting88]

Yeah thats what i've found too.

An extra 10 SC posted this morning, pretty happy with the result and turnaround. 45 more SC by the 6th of April to platinum!