Velocity FF - YOU'VE GOT TO BE JOKING!!!!!! [Resolved by VA]

Discussion in 'Virgin Australia Velocity' started by pmdg7444, Mar 14, 2012.

  1. pmdg7444

    pmdg7444 Member

    May 21, 2011
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    Sydney
    #1 pmdg7444, Mar 14, 2012
    Last edited: Mar 14, 2012
    August 2011: enquired with a travel agent about an Etihad fare to Europe for travel in Mar 2012. I was offered a price, and was quoted as travelling in a T class economy fare.

    So I checked the Status credit earn page to make sure that T class was eligible for SC and points accural. Status Earn Fare Class| Velocity Frequent Flyer

    Sure enough it was back then, at a full fare economy earn rate, so went ahead and booked the fare.

    After I was ticketed, I double checked, triple checked and quadruple checked that page to see that the letter T was still next to Etihad Airways and even had the agency email me a written confirmation that indeed my tickets were T class. That was Dec 2011, so all no probs.

    Fast forward to Mar 2012, after completing outbound travel. Submitted a retro claim - a few days later this appeared under my account:

























    13 Mar 12 Abu Dhabi-Heathrow, London SCs: 0 points: 0
    13 Mar 12 Sydney-Abu Dhabi SCs: 0 points: 0
     
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  2. haydensydney

    haydensydney Established Member

    Feb 20, 2008
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    I've always wondered how a traveller really knows what fare bucket they are in if they go through a travel agent. Most online tools belonging to the airlines dont actually show you (just shows the class of travel). I've generally flown J so dont usually need to worry about if I will get points or not.

    Regardless, it seems like you were shafted on this occasion but theres not much you can really do about it besides having a spew at Velocty. I've had a few issues with EY flights crediting and had to specifically get Virgin Australia involved here on AFF to get it sorted. I guess your case would be strengthend by having a screenshot showing class = "T".

    Note that I am somewhat confused as "T" fare bucket doesn't appear under Etihad on the SC link you provided above. Does this mean that you get 0? You would think that if there was a 0 earn rate that it would be listed there. Also, "T" fare bucket appears under Virgin Australia so perhaps you were on codeshare? If you were - you would think that you would get at least a 0.5 earn rate. Definitely worth following up with them.
     
  3. pmdg7444

    pmdg7444 Member

    May 21, 2011
    367
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    Sydney
    This is what it looks like now:

    22.JPG


    But I would swear on my mother's grave that this was the Etihad entry just a few weeks ago: Etihad Airways : Y, B, H, K, M, Q, L, V, U, E, T
     
  4. Stuser

    Stuser Member

    are you saying that on the "fare class" page T used to be in full economy instead of the discount economy that it now is?
     
  5. pmdg7444

    pmdg7444 Member

    May 21, 2011
    367
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    Sydney
    No. as of a few weeks back, T class used to be the last entry next to Etihad under Full Fare Economy. Now it has disappeared completely!!!!
     


  6. pmdg7444

    pmdg7444 Member

    May 21, 2011
    367
    88
    Sydney
    Hayden


    Was travelling on EY tickets - so no codeshare. As T no longer appears in the earning table, I was awarded nothing. Just really pee-d off- for the price I paid, had I known I would'nt earn anything I could've flown J with Garuda.
     
  7. Stuser

    Stuser Member

    seems unlikely that Etihad would have had T as full fare while Virgin has it as discount.

    EDIT!! Actually I could be wrong here as there ARE a number of classes that are full fare with Etihad that are listed as discount in Virgin.... Boo, this is super confusing of these "partner" airlines....


    Did your travel agent at any stage tell you that it was in full fare economy? If so, you can maybe take it up with them!
     
  8. Virgin Australia

    Authenticated Company Representative

    Sep 21, 2010
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    383
    Brisbane, Queensland
    Hi there,
    Certainly not the most enjoyable post to read, so apologies that you felt the need to post it.
    The reality is that all airlines review their earning structure regularly, including our partner airlines, and unfortunately we can receive little notice of it occurring.
    If your message had been about a change that we, VA, had made about a VA metal flight, we would of course honour the earn according to the time you booked.
    With that in mind, in this instance, we will honour the points earn for the T fare class EY flight.
    If you PM your velocity number and PNR and I'll have the team action.
    Thanks
     
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  9. serfty

    Moderator

    Nov 16, 2004
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    I am thinking that in all good faith that if it was an eligible class at the time of booking, then Velocity should credit.

    [-]Maybe time to send a PM to VR[/-].

    [edit]I see VR has indeed come to the fore! Well done.[/edit]

    Posted on a wing and a prayer
     
  10. Stuser

    Stuser Member

    Now this is my idea of excellent service.
    Good work, VA!!!

     
  11. pmdg7444

    pmdg7444 Member

    May 21, 2011
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    Sydney
    #12 pmdg7444, Mar 14, 2012
    Last edited: Mar 14, 2012
    Interesting thread.


    I wonder if I have a sufficient basis to appeal to VR as back in Aug 2011 when I paid and was ticketed- the T fare class was definitely eligible for Full Fare accural. As there was no annoucement or notification to me of this change, obviously this rules out whether I had any prior knowledge.

    Therefore I believe I am entitled to receive the fare conditions that were current when I paid the fare - Aug 2011.

    Coming back to the JQ example, when they did their fare realignment, everyone booked on the old Starclass were still credited full J SCs and points. - despite their tariffs being around the now subsequent Business Starter level.


    EDIT: a lot can happen during a lunch break
     
  12. eastwest101

    eastwest101 Established Member

    Oct 26, 2010
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    Hopefully a very fair and timely resolution. And an important learning exercise for people deliberately choosing fares based on points and SC earning potential.
     
  13. markis10

    markis10 Veteran Member

    Nov 25, 2004
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    Did you read the post by VA - they want to help!
     
  14. bossreggie

    bossreggie Guest

    #15 bossreggie, Mar 14, 2012
    Last edited by a moderator: Mar 14, 2012
    I would like to say that it says a lot about an airline and an authorised representative of an airline to respond to this so quickly.

    To the OP.... IMHO, I wonder if you may have been able to handle this a little more discreetly with VA, PRIOR to your initial post? It has been my experience that VA seem to have a good procedure in place to resolve such matters.

    To Virgin Australia. Well done. You continue to impress me with your contribution to the forum, and with your ability to get things done.

    To "The Mods". Is it possible to change the topic of this thread to reflect Virgin Australia's great response to the issue?
     
    • Like Like x 5
  15. NSWhere

    NSWhere Member

    Sep 24, 2008
    152
    2
    Perth

    I can understand your frustration in this situation, but IMHO your reaction is a little over the top. The issue has obviously been resolved now thanks to the good customer service at Virgin but I'd consider myself very lucky if I were you. Language like "FURIOUS WOULD BE BE AN UNDERSTATEMENT" and "I have just spent thousands of dollars on a valueless 44 hour Joyride*" is unlikely to win you many friends in customer service, especially when a simple email could have arguably achieved the same result.

    You accuse Virgin of a lack of loyalty. I'd say your behaviour is a much clearer example of a lack of loyalty than Virgin's. This isn't personal, just another sign to me that there is an increasing trend of people shouting first, reasoning later (if ever).

    *If this flight truly was 'valueless' it would seem to imply to me that you spent $1000s just to earn enough points to go to NZ (and lounge entry). If so I'd love you to share your unique insight with the AFF community.
     
  16. Danger

    Danger Senior Member

    Jun 19, 2006
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    Wow. Regardless of the outcome, the very quick response is, well, wow.

    Virgin Australia, may I suggest you send your resume to Qantas. They are in desperate need of an outstanding social network communicator such as yourself. Of course, the job security may not be as great!
     
  17. pagingjoan

    pagingjoan Established Member

    Mar 30, 2009
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    Another impressed reader - and recently acquired DJ customer - here.
    Well done indeed, VA!
    pj
     
  18. serfty

    Moderator

    Nov 16, 2004
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    Actually, I had a similar issue with Qantas and JQi in that short period when they flew directly between MEL and HNL.

    When I booked on a QF codeshare it was in a class the web site indicated would earn QFF points/SC's but this changed and after travel it posted as zero. When I complained I was initially fobbed off. It was not until I presented them with irrefutable evidence that at the time of ticketing the web site was specific in that I would indeed earn they relented - but they did relent.

    I have NEVER flown on a QF codeshare on JQ metal since.
     
  19. pmdg7444

    pmdg7444 Member

    May 21, 2011
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    Sydney
    I thank everyone for their comments and contribution - and upon reflectiion, I was a bit too passionate in my arguments - so I've adjusted my initial post accordingly.

    I felt the need to voice it publicly as others may not be aware of this/will be affected - as I had booked via a TA.

    Also, driven by the feeling of being ripped off - when you pay for something, expect something- and dont get it.
     
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