Velocity bookings on Etihad "not transferrable"

[Johnstone]

Trying to book an Iteniary of YYZ to SYD via AUH

The layover time in AUH is 3 hours.

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.

When I asked on why this is the case, they replied that Etihad is not allowing bookings with Velocity to be made as one booking, as the two flights are "not transferrable"

The difference in the points is quite substantial (139,000 vs 196,000)

Has anyone else experienced this?

 

[Denali]

Are they including taxes in the points redemption or youre paying taxes by card?

And in April we had 2 x J VA/EY redemptions and they were booked as one booking with a 2-3hr transit.

Have you tried to do the booking online yourself? (which is what I did).

 

[Johnstone]

Are they including taxes in the points redemption or youre paying taxes by card?

And in April we had 2 x J VA/EY redemptions and they were booked as one booking with a 2-3hr transit.

Have you tried to do the booking online yourself? (which is what I did).

Not including taxes - they quoted me 196,000 points + $667 in taxes.

I tried to do the booking myself online, but they did not show the fare online. The only flights shown are ones which stop through the US

 

[djtech]

Definitely seems to be a HUCA situation. Maybe try a different agent? Also, velocity status might help. I found velocity premium's staff much more helpful when it comes to managing difficult itineraries.

 

[CPMaverick]

Is it possible that VA has a restriction on selling tickets that go the 'wrong way around' the globe?

I'm not sure why the difference in points exists, but if it is because you are calculating the distance between SYD-YYZ, but eastbound, maybe going westbound is not allowed. Otherwise you could go SYD-LAX-MEL for the price of SYD-MEL...

 

[theblank]

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.
FLIGHT REWARD OPTIONS See more of the world for less with Velocity and use your Velocity Points to fly to over 600 destinations.

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.

 

[trooper]

.

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.

.


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"

..

Notice however that both of those are the "logical" route.... CPMaverick might have nailed it suggesting the redemption YYZ-AUH-SYD is the "wrong way"... and not allowed as a single ticket??? After all the OP admits the more direct flgihts via the USA ARE available…..

 

[williamsf1]

I think the maximum TPM is 15000 .... I calculate YYZ AUH SYD as 14400 so should just be allowed as 1 fare / ticket

 

[dajop]

These "wrong way", "backtracking" or "maximum mileage" type restrictions are common for cash fares and for loyalty programs that use zonal charts (such as Krisflyer, AAdvantage etc), where the points required are based on the shorter route (eg directly across the Pacific from west coast US to east coast Australia). However I am surprised that such restrictions apply when the awards are distance based already.

 

[henleybeach]

I’ve booked SYD-AUH-JFK as one booking back when it was 125k points a couple years ago. They tried to do it as two separate bookings but I did the HUCA and told them it’s one booking, 5 min hold and they came back with it sorted.
Side note - my mate rang me yesterday to ask about ADL-SIN-BKK business class, he rang up and they were trying to quote him two separate tickets hence more points , told him to ring back again and he got it sorted.