When I contacted the Virgin Velocity call centre, I was informed that the booking had to made as two seperate bookings, even though the layover is less than 24 hours.
Are you Gold and entered your VFF number at the voiceprompt?
I just had an experience last two days (another thread) where I was given similar wrong information just like you were except I was flying from BNE to PHX via LAX. Both calls they insisted it had to be 2 seperate redemptions.
As it turns out, my calls are directed to the Gold team, who did not understand this (two calls). Eventually I got transferred the airline Partners team (the first guy called it this) , or Redemption Team (as they descrived themselves) and they did it for me without fuss, which was join a VA flight and a USA DL flight as one booking, just like I wanted.
Has anyone else experienced this?
On Etihad, yes, Two years ago, almost exact same scenario. I flew BKK to DUB via AUH (and then return DUB to CGK via AUH). Both sectors were bookable online as separate redemption's, and was about a 3 hour stopover.
I called Virgin and the operator wasnt sure if it could be done, so I ask her, how come I can fly BNE to DUB via AUH as one booking, but not starting from BKK, so she says she will try enter the flights and see what happens if she tries to join them, she goes tappity tap tap, and says "wow, that worked"
I suggest you ring up again, make sure you get the Redemption team, and if they dont agree, point out the terms and conditions, and demand they comply (if its reversed they will demand you comply), or at least just ask them to try and to see if it works. none of the exceptions mentioned in the T&C, would apply to you.
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1. The Points price for a Reward Seat will be based on the total miles for all sectors in a one way journey, except where there is a break in the journey. Where there is a break in the journey, the Points price is calculated on a per sector basis. A break in the journey includes: (a) a stopover, which means: (i) in an Australian domestic itinerary, a break of journey at an intermediate point when onward travel does not take place on the same calendar day; and (ii) for all other itineraries, including those containing a domestic to international connecting flight, when a passenger arrives at an intermediate point and is not scheduled to depart within 24 hours of arrival; (b) a change in class of travel within the journey; or (c) a change in operating airline where the airlines are located in different Reward Seat Points tables.
