Retro Claim - How long do I have to wait?

[indigo1]

I requested missing points at the end of August and it is still showing as 'pending'. What are others experiences?

 

[ashleyn]

I've always had quick turnaround, within about 2 weeks.

 

[Virgin Australia]

Depending on the partner, retro claims can take up to four weeks.

 

[Deleted member 29185]

Depending on the partner, retro claims can take up to four weeks.

Errrr, my quick "back of envelope" calcs, suggest the OP has already been waiting 6 weeks! :shock:

 

[Velocity Frequent Flyer]

Errrr, my quick "back of envelope" calcs, suggest the OP has already been waiting 6 weeks! :shock:

Missed that!
Feel free to PM details and we can check into the claim.

 

[dandandan]

I am experiencing same problems so will pm

 

[indigo1]

PM sent - Thank you for your time and help

 

[koonyaflyer]

PM sent - Thank you for your time and help

I have been waiting since 27 July for NZ flight from CHC to AKL to be credited. 2 Retro claims submitted in early and late August (claimed first had not been received). Call centre advised to wait for the 12 weeks.

My frustration got the better of me this week at 11 weeks, and so I called the Platinum desk yesterday. I have now spoke to 4 different people, who have all been fabulous.... but!! The first of these people put me through to their escalations area, and there the trouble began! Was promised that they would retrieve my emails, and would get back to me in the next 15 or so minutes. Subsequently I have had to follow up 3 times,and each time I am promised that the team member would call me back.

I am being very paitent and very pleasant , but it is rapidly wearing thin! Surely there must be some sort of discretion here, it is after all on 20 SC, and relevant points we are talking about.

I will also PM VFF - but it does seem that the points claim process for DJ is not as streamlined as the QF one, which I have found to be excellent.

 

[koonyaflyer]

Thanks VFF - a fast response to my PM, and SC and points are now in my account!

 

[xtoss]

Depending on the partner, retro claims can take up to four weeks.

Is it definitely 4 weeks? The original email says 4-12 weeks, I would've hoped sooner but i'm just coming up to 4 weeks tomorrow so don;t want to get ahead of myself when I could be waiting another 2 months

 

[an*g-bne]

Either VFF (the rep) doesn't like me, or there's some issue with PMs

Back in early September, I lodged an online claim for missing points/SC for a Pacific Blue flight taken in August. With no response, I PMed VFF in mid Sep, and had no response. PMed again last week.

Both my PMs to VFF are still showing as unread in the message tracking system. I find it hard to believe that VFF wouldn't be reading my PMs, so I'm suspecting that there could be a problem of sorts in the PM system.

Regardless, VFF - if you read this, can you PM me and let me know if my PMs were actually received, or lost somewhere?

 

[straitman]

Either VFF (the rep) doesn't like me, or there's some issue with PMs

Back in early September, I lodged an online claim for missing points/SC for a Pacific Blue flight taken in August. With no response, I PMed VFF in mid Sep, and had no response. PMed again last week.

Both my PMs to VFF are still showing as unread in the message tracking system. I find it hard to believe that VFF wouldn't be reading my PMs, so I'm suspecting that there could be a problem of sorts in the PM system.

Regardless, VFF - if you read this, can you PM me and let me know if my PMs were actually received, or lost somewhere?

Try PMing Virgin Australia.

He was online a few minutes ago.

 

[flyingjabiru]

Im too waiting for points from a partner airline now and about to hit the 8 week wait!

Its frustrating being so close to gold and yet so far away! I emailed to follow up almost 2 weeks ago and again this week and have not even had a response from them yet!

My only rant on VA over!

 

[straitman]

Im too waiting for points from a partner airline now and about to hit the 8 week wait!

Its frustrating being so close to gold and yet so far away! I emailed to follow up almost 2 weeks ago and again this week and have not even had a response from them yet!

My only rant on VA over!

My advice is the same as in the post before yours.

Try sending a PM to Virgin Australia as seek advice. Due your low post count you will need to send the PM via a moderator. I'll happily send it on for you.

 

[an*g-bne]

Try PMing Virgin Australia.

He was online a few minutes ago.

And, as a follow up, to complete this, VFF PMed me back the next day, and promised to look into it.

I hadn't been checking my account online for a while, but did so yesterday, and the points and SCs credited late last week.

So, thank you VFF - looks like it's all sorted now.

 

[ricee007]

28th August (and 3rd Sept) Partner flight, not credited.
= 12 weeks give or take a day or two from the day of the flight...

I claimed them, then weeks later email complained (as my Virgin Australia points that I claimed at the same time didn't show up).... then Velocity rang me back, about a week+ later, then about 2 weeks later, the Virgin Australia points/SC were in my account.... but, still waiting on my Air NZ flights.

I'm guessing that I first claimed probably a week after arriving back home, so, 10 weeks ago... Not very streamlined, but, I'll give them another two weeks before I go have another whinge.

'Good' to see that this is normal.

 

[Jstar]

My one experience took months upon months. I first sent an email to the claims team in February of this year and only ended up getting points credited in September of this year! In between I had to email multiple times with absolutely no reply until the very last email. Not even an email to confirm my request had been received and being processed. In addition, the only email I received had the nerve to remind me to quote my Membership Number when booking. This is despite explaining in my email that 3 of the 4 legs of my specific booking had been correctly credited to my account and only 1 of the 4 legs (which I was applying for) was missing. So clearly, I had entered my Membership Number and it was glitch/error that 1 of the legs did not get credited. In the end better late than never, though I should not have to email multiple times to keep chasing it up.

 

[flyingjabiru]

Thanks for the offer straitman sitting in the MEL lounge last night and about to PM you when i did one last check of my account and BANG they are in the account!

Now I just have to find out what happened to my GFs claim who want to know why she is not gold today

 

[PlutekPlutek]

Why does it need to take so long? I've put in a claim for my parents for flights on Etihad last week. Is it really going to take months to get sorted?
Ive also put in a claim for about a dozen Hertz rentals about a month ago, but had no confirmation email, no approval/denial, and no points showing. Each time I get a car with Hertz I check to see if they have my FF number, and the rental agreement always says "Number on file" or something similar, yet I have received no points for the last dozen or so hires.

 

[ashleyn]

If it's Qantas you don't get points with Hertz any more. My Budget points took about 10 weeks but most of that delay was with Budget.