I am extremely disappointed with Velocity. I have genuinely lost count of the number of times I have had to contact them to chase promotional points that were advertised and promised but never credited to the account.
The latest example is yet another 750-point eRewards sign-up bonus. All the promotional conditions were met, the required surveys were completed, and the terms stated that the points would be credited within 4–6 weeks. Eight weeks later, the points were still nowhere to be seen — meaning I once again had to contact Velocity and chase them.
This has become a recurring and incredibly frustrating experience. Why advertise bonus points if customers have to repeatedly chase Velocity to actually receive them? Points should be credited automatically when the advertised conditions have been fulfilled.
I have spent far too much time keeping records, checking missing points and contacting Velocity about offers that should simply have been honoured. This seriously undermines my confidence in Velocity and makes the organisation feel unreliable when it comes to its own promotions.
For a frequent flyer program, reliability should be fundamental. Instead, I feel that I constantly have to monitor Velocity to make sure I actually receive what was promised.
Very disappointing. Velocity needs to fix its points-crediting processes rather than expecting customers to continually chase what they are legitimately owed.
Has anyone else experienced this repeatedly? What do you recommend doing? I also tried to leave a public Google review but couldn't find a Google listing for Velocity/Virgin Australia that allows reviews. Does anyone know where else we can post public reviews or complaints? It seems public feedback may be one of the few effective ways to put pressure on organisations to improve.
The latest example is yet another 750-point eRewards sign-up bonus. All the promotional conditions were met, the required surveys were completed, and the terms stated that the points would be credited within 4–6 weeks. Eight weeks later, the points were still nowhere to be seen — meaning I once again had to contact Velocity and chase them.
This has become a recurring and incredibly frustrating experience. Why advertise bonus points if customers have to repeatedly chase Velocity to actually receive them? Points should be credited automatically when the advertised conditions have been fulfilled.
I have spent far too much time keeping records, checking missing points and contacting Velocity about offers that should simply have been honoured. This seriously undermines my confidence in Velocity and makes the organisation feel unreliable when it comes to its own promotions.
For a frequent flyer program, reliability should be fundamental. Instead, I feel that I constantly have to monitor Velocity to make sure I actually receive what was promised.
Very disappointing. Velocity needs to fix its points-crediting processes rather than expecting customers to continually chase what they are legitimately owed.
Has anyone else experienced this repeatedly? What do you recommend doing? I also tried to leave a public Google review but couldn't find a Google listing for Velocity/Virgin Australia that allows reviews. Does anyone know where else we can post public reviews or complaints? It seems public feedback may be one of the few effective ways to put pressure on organisations to improve.
