The Great Flexi Upgrade Mystery

[Justinf]

Ok, so went to the Melbourne Storm vs Manly game tonight and after we (Storm) won, I jumped straight onto the iPad and looked upflights.
J* from Avalon was looking good. Not cheap but manageable.
Then I realised that I had a free upgrade with VA being a Gold Velocity member and decided to book a flexi fare on the morning of the game and upgrade to J.
Phone 131875, keyed in my Gold Velocity number and was assured by the person on the phone that this could be done. I did stipulate that I wanted to book AND upgrade in the one phone call.
Person went through the booking and at $385 one way 10am MEL-SYD 30 September I thought it was Ok providing I got my free upgrade.
Once the flexi fare had gone through the person for VA said they wouldput my through to Velocity so I could upgrade. Ummm...hang on. You assured me this could be done by you right now.
In the end I got transferred to Velocity and was told that the upgrade to J could be done. I was then told by the Velocity rep that they set aside 2 upgrade seats and that they had been taken.
All good. No probs. At least I got a seat on the plane to see my team play.
But why did the person on the end of 131875 say I do the whole transaction in one hit when it didn't happen?
I porbably would have booked with J* or Tiger had I known.
Anyway can't complain too much. $385 MEL-SYD 10am and then 8000 QF FF points plus $34 tax coming back on QF on Monday 1 October at 7am.
In the end a $429 return fare on a long weekend in Sydney for the NRL GF to my team play is not too bad considering.
But am I right to be peeved that the DJ rep on the phone said I could do the flexi + upgrade in one booking or not? For the record, the Velocity rep was furious that i had been 'screwed over'. Her words not mine.
Did I do anything wrong?

 

[jsd]

What the first agent probably should have done is check for the upgrade availability PRIOR to proceeding with the booking.

If they didn't know how/couldn't do it they should have handballed off to Velocity straight away, from my experience, Velocity are able to process regular paid CC bookings anyway

 

[medhead]

I would have got the flights on the website first, taken the booking through to the payment stage. Then called velocity and checked upgrade availability. Hit pay on the booking if there are upgrade spots, get the PNR in about 30 seconds. Give it the the phone person and then get upgraded.


Sent from the Throne

 

[tuapekastar]

I concur with the two previous posters. I have used the comp upgrades a couple of times, and have secured them exactly as medhead describes.


I don't think you did anything wrong per se, the stuff-up was at the VA end, but the alternative method described seems a lot safer.

 

[Boris spatsky]

I had the identical problem last week to PER. The lady on the phone said that the flight had upgrade seats available, so i booked with CC with her, she then transferred me to Velocity rep who said the upgrade seats had gone! Cmon Virgin, this should be able to be done online in real time!

 

[Guile99]

Then I realised that I had a free upgrade with VA being a Gold Velocity member and decided to book a flexi fare on the morning of the game and upgrade to J.

I just hit Gold and don't see any free upgrades anywhere?!

 

[tuapekastar]

I just hit Gold and don't see any free upgrades anywhere?!

You may have been too late. They were issued a number of weeks ago, and appeared to be one-off, rather than a standard Gold or Platinum benefit.

 

[koonyaflyer]

As you are a gold member I am assuming you are using Option 2 then keying in your Velocity number regardless of the transaction you are making. You should not need to be transferred if you do so, the one agent can process both the flight booking and the upgrade.

As others have said, I usually check availability prior to booking my Flexi fare by checking to see if a normal J class full redemption fare is available. These seem to be a lower yield fare, and I haven't come unstuck yet! If that method doesn't show any seats I call Velocity before finalising the booking to check.

Just make sure you are not calling Virgin to make the booking first .... Do it all through Velocity.

 

[Justinf]

Lesson learned. Should have just gone through Velocity first.
Problem was as soon as the siren sounded at AAMI Park, fares went through the roof across all airlines.
A 6.10am TT flight went from $75 to $239 in literally minutes. There was no time to spare. I had to get it done quickly.
Anyway, just thankful I am going.

 

[Justinf]

I also was asked if i was travelling with hand luggage or checked in luggage. I tentatively said hand luggage, but as gold, i am entitled to 32kg.
Checked my booking this morning, and it says 'hand luggage only', which is probably what i will do and even if i do change my mind, i amsure i will be allowed check in luggage.
But i think the whole thing was handled poorly, and i am not excluding myself from some of the blame either.

 

[koonyaflyer]

Lesson learned. Should have just gone through Velocity first.
Problem was as soon as the siren sounded at AAMI Park, fares went through the roof across all airlines.
A 6.10am TT flight went from $75 to $239 in literally minutes. There was no time to spare. I had to get it done quickly.
Anyway, just thankful I am going.

And I just hope that it will be the Bunnies playing your team!

 

[Justinf]

And I just hope that it will be the Bunnies playing your team!

So do i. Can't see it happening.

 

[n17]

As you are a gold member I am assuming you are using Option 2 then keying in your Velocity number regardless of the transaction you are making. You should not need to be transferred if you do so, the one agent can process both the flight booking and the upgrade.

As others have said, I usually check availability prior to booking my Flexi fare by checking to see if a normal J class full redemption fare is available. These seem to be a lower yield fare, and I haven't come unstuck yet! If that method doesn't show any seats I call Velocity before finalising the booking to check.

Just make sure you are not calling Virgin to make the booking first .... Do it all through Velocity.

That's right, phone the Velocity number on the back of your card and they will book and upgrade the flight

 

[TonyHancock]

I would have got the flights on the website first, taken the booking through to the payment stage. Then called velocity and checked upgrade availability. Hit pay on the booking if there are upgrade spots, get the PNR in about 30 seconds. Give it the the phone person and then get upgraded.

...tis the way to do it!

 

[robbie1984]

I have done this a few times, I just call the Velocity number and they do it all (as another poster has said). First time when I spoke to the normal call centre and told them what i wanted to do they transferred me to velocity and they did both steps. Maybe you got someone in the New Zealand call centre who is still getting up to speed?

 

[froggerADL]

Yes, you dial 131 875. If you select option 1(for flights purchased with a credit card) you will be answered by someone in an overseas call centre, regardless of your status. If you select option 2 (use Velocity points or SPEAK TO A MEMBER OF THE VELOCITY TEAM) you will be answered by the Velocity team. They are the ones who will check availability of upgrades then do everything in one transaction.

I learnt this the hard way. I wanted to use my VirginFlyer 2 for 1 deal to book flexi tickets for a Christmas Day flight, and then upgrade them. As I was purchasing the tickets with a credit card, I selected option 1. It was immediately obvious that I was not speaking to the Australian Velocity Platinum line. Anyway, I explained what I wanted to do and he asked me to hold while he called Velocity. After a few minutes he came back and said that he had been on hold and not yet been answered, but he had done a bit of research. He told me that the 2 for 1 deal can only be booked WITHIN 3 weeks of travel and that I should ring back in early December! The rule is that the tickets must be booked at least 3 weeks prior to travel.

I thanked him for his time, rang back straight away, selected option 2, and had my tickets booked and upgraded by a lovely lady from the Velocity Platinum team five minutes later.

So yes, you did do something wrong, as did I. You selected option 1 :shock:

 

[eastwest101]

I learnt this the hard way....After a few minutes he came back and said that he had been on hold and not yet been answered, but he had done a bit of research. He told me that the 2 for 1 deal can only be booked WITHIN 3 weeks of travel and that I should ring back in early December! The rule is that the tickets must be booked at least 3 weeks prior to travel.

I thanked him for his time, rang back straight away, selected option 2, and had my tickets booked and upgraded by a lovely lady from the Velocity Platinum team five minutes later.

So yes, you did do something wrong, as did I. You selected option 1 :shock:

Very good advice there - but that is such a stupid and/or inconsistent way to run customer service.......

 

[serfty]

Booked my flights next Sunday for this a long time ago - back when Business was 6900 Velocity points and about $60 each way.

The best part of this is such bookings in Business are fully refundable ...

 

[Justinf]

I cancelled my QF FF points flight (7am Monday) and rebooked in J on the VA 1pm flight usuing 9600 points plus $24.