Status Credits and Points not awarded on TWO41 partner booking

[brebbles]

We've been waiting for my wife's points and SC to be awarded a flight we took from MCY-MEL at the end of Nov '15, which we booked using the Virgin CC TWO41 offer code. My own points/SCs were awarded within a day or two, so after waiting several weeks we submitted a missing points claim, which had to be emailed in as the website kept falling over when we submitted the claim.

We've now received an email back from Velocity saying that because the ticket was booked using the TWO41 offer we are not eligible for points/SCs on my wife's ticket - in their words "Please note that Velocity Points and Status Credits can only be earned by the primary card holder (Virgin Money) for this type of booking".

On the flight up to MCY a couple of weeks earlier we were awarded points/SCs on both tix, they were also booked using the TWO41 offer. Indeed I would estimate we've redeemed the TWO41 offer around 10 times and have always been awarded on both tix.

I've checked the tix for this flight and both my wife and my tix are in fare class 'N'. According to this page this should make us eligible for discount economy earn rates: https://www.velocityfrequentflyer.com/content/Info/StatusEarnFareClass/

I can't find anywhere on the Velocity or Virgin CC websites that state TWO41 flights are not eligible for earn when the fare class would otherwise make them eligible.

Can anyone suggest the best way to get this looked at/rectified?

Many thanks,

 

[bullerdude]

They are eligible, challenge them on it until the give up the points.

 

[Muppet501st]

Yep, definitely challenge it, have always received SCs and points for two41 flights

 

[grubbidok]

Each of you should receive half points (because of the 2-4-1) but full SCs for those flights. That's how it's always worked with us, and I remember the Velocity person explaining this to us in some depth.

 

[medhead]

How many points did you get? The number of points that match the full fare paid or only half that number of points?

Both of you should get status credits. Again how many did you get? Is it possible that family pooling has sweep the SC to your account?

 

[brebbles]

How many points did you get? The number of points that match the full fare paid or only half that number of points?

Both of you should get status credits. Again how many did you get? Is it possible that family pooling has sweep the SC to your account?

For my own flight I received 15 SCs and 608 base pts (and then SG bonus on top of this) - the 608pts would correspond to 5x pts per dollar spent on VA domestic. As far as I can tell we've always received 5x per $1 spent for both my own and my wife's flights when booked on TWO41 - we never appear to have received half points.

We've had family pooling set up for ~18 months now and when my wife's points/SCs sweep over they always appear as a separate transaction line in my acct activity, so doesn't appear to have been rolled into my transaction at all. Points/SCs for this flight are definitely in neither my own nor wife's acct.

 

[medhead]

For my own flight I received 15 SCs and 608 base pts (and then SG bonus on top of this) - the 608pts would correspond to 5x pts per dollar spent on VA domestic. As far as I can tell we've always received 5x per $1 spent for both my own and my wife's flights when booked on TWO41 - we never appear to have received half points.

We've had family pooling set up for ~18 months now and when my wife's points/SCs sweep over they always appear as a separate transaction line in my acct activity, so doesn't appear to have been rolled into my transaction at all. Points/SCs for this flight are definitely in neither my own nor wife's acct.

So was the airfare for that leg $122 or $240. My reference to half the points was because on the 2 for 1, 1 fare is split between 2 pax. (not counting the taxes) So if your base fare was $120 and you got 5x120 plus status bonus, then you got the points applicable to the full fare, which means no points are due to your wife. I.e. they've allocated the full base fare to you and $0 base fare to the wife's ticket and given points accordingly.

Still doesn't explain the lack of SC.

 

[brebbles]

So was the airfare for that leg $122 or $240. My reference to half the points was because on the 2 for 1, 1 fare is split between 2 pax. (not counting the taxes) So if your base fare was $120 and you got 5x120 plus status bonus, then you got the points applicable to the full fare, which means no points are due to your wife. I.e. they've allocated the full base fare to you and $0 base fare to the wife's ticket and given points accordingly.

Still doesn't explain the lack of SC.

On both my wife's and my own itinerary the fare+taxes is listed as $121.5 each (then booking fee of $7.70 added after this). AFAIK this would indicate the fare has been split between us (fares from MEL-MCY are rarely that low), in fact given it ends in 50 cents rather than a whole dollar this would seem the case.

 

[Deleted member 29185]

It seems VFF is getting very tight with their attitudes toward the members. 241 in my experience, always gave SCs to both parties and full points on half the fare each. Mind you, ever since the added tax debacle, we haven't bothered with them.

I'm ever so glad I bit the bullet and started transitioning to a position of 2 airline status rather than stay with just one and bear the shafting every time either of them decide to play nasty tightwads.

 

[ozjuice]

I had a similar concern and can't find the answer. After wanting to use these to accrue points for my trip I rang the Velocity CS line and they told me that the Credit card 241 deal does not receive either points or SC!!! i am totally confused.

 

[Deleted member 29185]

After wanting to use these to accrue points for my trip I rang the Velocity CS line and they told me that the Credit card 241 deal does not receive either points or SC!!! i am totally confused.

Given that is now two GCC operators giving the same advice, it would seem to me that VFF/VA have made a change without communicating it to anyone. Here's the link to the VM web page and although it says nothing about SC/point accrual, it does state a couple of other things which suggest these flights should be earning flights....

The offer will provide a 50% discount on each Guest’s fare price which excludes taxes payable for both guests as at the date of booking......Changes to the terms will be available on the Velocity website, velocityrewards.com.au

Those comments are fairly clear. These are normal flight bookings for two people which have a 50% discount applied to each (excluding the taxes). Also that any changes will be available on the Velocity website.

It seems clear to me that changes have been made, so someone needs to trawl the VFF website to see if there are changes notified anywhere. With the changes soon to occur, one has to wonder why they're creating this problem now, when it simply shouldn't exist. Yet another nail in the VM coffin.

EDIT: In looking at VFFs Ts&Cs, the following are there to be interpreted in whichever way you wish:

20.4.2 Unless otherwise specified, Status Credits are not earned for the following:
(j) tickets which are subject to any specific provisions excluding the accumulation Status Credits which may include, for example and without limitation, discounted or complimentary tickets;
20.4.3 Exclusions from earning Status Credits on Virgin Australia and Airline Partners are subject to change at our absolute discretion.

 

[PDog]

We flew Melb - Newcastle return between Boxing Day & new year & each received status credits & the same base points (prior to loyalty benefit) They family pooled to my account as 4 individual line items.

That is odd if they've made a change, cause I flew after you (I booked mid Oct I think?)

 

[Colin 2905]

Isn't TWO41 being "enhanced" out of existance at the end of March anyway? Or has there been a backflip whilst I've been holidaying in NZ?

 

[brebbles]

EDIT: In looking at VFFs Ts&Cs, the following are there to be interpreted in whichever way you wish:

It looks like that particular T&C (20.4.2 - j) was around in January 2014 ( Terms & Conditions | Velocity Frequent Flyer ) - you'll have to manually scroll down rather than click on the link for Status Credits (also note it is under part "l" rather than "j" back then).

Looking back at my travel history I'd estimate at least 6 occasions since Jan '14 when we flew using TWO41 and every time we've been credited Points and SC.

Seems odd if they've just decided to randomly enforce a rather ambiguously worded condition, especially as the TWO41 winds up in 3 months.

EDIT: That link may take a while to load or come up with an error message at first. It should eventually load.

 

[brebbles]

Isn't TWO41 being "enhanced" out of existance at the end of March anyway? Or has there been a backflip whilst I've been holidaying in NZ?

Yes it is, but that was a decision made by Virgin Money - the issuers of the CC. How Velocity decides to credit points and SCs based on fares booked using the Virgin Money CC should be a separate issue.

 

[Deleted member 29185]

Looking back at my travel history I'd estimate at least 6 occasions since Jan '14 when we flew using TWO41 and every time we've been credited Points and SC.

I don't disagree with you. Doesn't change the situation though.

 

[Velocity Frequent Flyer]

Hi Brebbles,

Based on the information you've provided above, we it appears you may have been given incorrect information from our contact centre.
If you'd be kind enough to send us your details in a PM, we'd be happy to investigate.
Thanks,

We've been waiting for my wife's points and SC to be awarded a flight we took from MCY-MEL at the end of Nov '15, which we booked using the Virgin CC TWO41 offer code. My own points/SCs were awarded within a day or two, so after waiting several weeks we submitted a missing points claim, which had to be emailed in as the website kept falling over when we submitted the claim.

We've now received an email back from Velocity saying that because the ticket was booked using the TWO41 offer we are not eligible for points/SCs on my wife's ticket - in their words "Please note that Velocity Points and Status Credits can only be earned by the primary card holder (Virgin Money) for this type of booking".

On the flight up to MCY a couple of weeks earlier we were awarded points/SCs on both tix, they were also booked using the TWO41 offer. Indeed I would estimate we've redeemed the TWO41 offer around 10 times and have always been awarded on both tix.

I've checked the tix for this flight and both my wife and my tix are in fare class 'N'. According to this page this should make us eligible for discount economy earn rates: https://www.velocityfrequentflyer.com/content/Info/StatusEarnFareClass/

I can't find anywhere on the Velocity or Virgin CC websites that state TWO41 flights are not eligible for earn when the fare class would otherwise make them eligible.

Can anyone suggest the best way to get this looked at/rectified?

Many thanks,

 

[brebbles]

Hi Brebbles,

Based on the information you've provided above, we it appears you may have been given incorrect information from our contact centre.
If you'd be kind enough to send us your details in a PM, we'd be happy to investigate.
Thanks,

Many thanks for the response VFF - will DM details through.

 

[brebbles]

Hi all - I'm happy to say that through the very quick actions of the VFF reps on this forum the points and SCs are now in my account (via family pooling).

Much credit should go to the VFF reps on here, they were able to sort out this problem in a matter of hours and apologised sincerely for the inconvenience and incorrect info I was originally given.

Hopefully anyone else on here with the same issue is able to get it sorted as efficiently as mine was.

 

[ozjuice]

Good news for you......so does this now confirm that SC's and points are awarded on any TWO41 flights for both parties?