Velocity Frustration

[Steve Dyer]

Hi Guys
I would be interested in understanding if my case is isolated or something more.
I have been waiting since a few days after the Sabre Upgrade for some SC's and points. Also I have taken a number of flights since. All up about 120 SC's. What I am finding is that the flexi return legs or J Class are being tallied to my account however the Saver fares are not. I have logged the Claim missing points via the Website, got the , yes we owe you points, it will be done in 72 hours. Still nothing, contacted the SG contact center sorry that will take 10 days, that passes still nothing, call again and the process starts again. Is it just me or are others having the same issue? Also, I never seem to be answered by a Australian Agent and they assure me I am being dealt with in the SC contact center.
It is frustrating to say the least!

Cheers

Steve

 

[Deleted member 29185]

Hi Guys
I would be interested in understanding if my case is isolated or something more.
I have been waiting since a few days after the Sabre Upgrade for some SC's and points. Also I have taken a number of flights since. All up about 120 SC's. What I am finding is that the flexi return legs or J Class are being tallied to my account however the Saver fares are not. I have logged the Claim missing points via the Website, got the , yes we owe you points, it will be done in 72 hours. Still nothing, contacted the SG contact center sorry that will take 10 days, that passes still nothing, call again and the process starts again. Is it just me or are others having the same issue? Also, I never seem to be answered by a Australian Agent and they assure me I am being dealt with in the SC contact center.
It is frustrating to say the least!

Cheers

Steve

Pretty much yes to all.

A number of us have outstanding SCs and points.
Not much to do but wait and keep your eye on your account (have you tried the email rather than the on-line facility?)
And yes, I'm finding I'm being shuffled all over the world and not to the status call centre.

Sorry not much help and no silver bullet fix!

 

[medhead]

You're not alone. I've had 2/4 saver fares credit since the change. One was a missing points claim from 24 Jan. the other was 30 Jan, which came in automatically. Still waiting for 22 and 31 Jan.

 

[jneufeld]

I suggest you copy and paste that into this form Feedback Form | Virgin Australia
They have got back to me within 3 days the last few times I have complained

 

[grubbidok]

Yep. Still waiting on 50 SCs (last one was Jan 21) when I only need 10 for Gold. Their delay has cost them as I've been flying QF for the last two weeks (and booked for next three at least) as I can't be coughd doing more trips without lounge access. Frustrating.

 

[Fridgey]

I was in the same boat up until today. It took velocity 4 weeks, an online points claim and 4 separate calls to the call center to get my points and SC from the 11th of January to be credited (my flights from the 16th came through within 48 hours). What annoyed me was that on the final call the lady said to me that because the flights happened before the change over, the points had to be credited manually and she would do it right there and then...and that that should have happened on the first call 2 weeks ago. So my advice is keep ringing them and eventually you will get someone who will just manually sort it out for you.

 

[MH_fan]

None of my points or SCs have credited since the changeover to Sabre...

 

[Justinf]

I did a day trip return MEL-HBA-MEL last Sunday and have been credited with the outbound leg, but not the return flight.

 

[grubbidok]

I did a day trip return MEL-HBA-MEL last Sunday and have been credited with the outbound leg, but not the return flight.

Happened to me on a few SYD-CNB-SYD day trips too. I've found if they've not posted together they won't post at all without getting in touch with (and sometimes putting a rocket up) VA

Oddly the Skywest-run ATR leg was always the one posted whilst the VA-run Embraer legs were the troublemakers

 

[AviatorPJ]

I was in the same boat up until today. It took velocity 4 weeks, an online points claim and 4 separate calls to the call center to get my points and SC from the 11th of January to be credited (my flights from the 16th came through within 48 hours). What annoyed me was that on the final call the lady said to me that because the flights happened before the change over, the points had to be credited manually and she would do it right there and then...and that that should have happened on the first call 2 weeks ago. So my advice is keep ringing them and eventually you will get someone who will just manually sort it out for you.

I am still waiting for 60SCs on a VA Flexi B sub class ticket O/w flown on SQ metal on 10 Dec SYD-SIN. Despite several international calls, web site claim, emails and sending scans of boarding pass and copies of the ticket by email - still no positive outcome. Yes, it was a bit curly. I changed the original date of departure, location of departure and flight number from ME on 04 Nov to 10Dec ex SYD - becuase of a broken arm) and paid the extra charges - all through the VA member service centre ( in the Philippines). Booking and flight was well, pre-Sabre changeover, and all the recent trouble with storms but now Virgin, this is just getting too long to wait. Especially when VA says it can sort out missing points in 14 days with SQ.

 

[testy8eva]

Thought it was just me, good to see I'm not alone. Waiting on a couple of flights since mid Jan, grr.

 

[zimocca]

I'm in the same boat. Flights that were operated by Alliance - have all been crediting within about 7 days. I have 4 other flights operated by VA (January - 14th, 17th, 24th, 31st - none of which have credited. The 14th/17th throw an error when I try to do a missing miles claim online.

 

[Mackey]

I've had a mixed bag with posting of flights. On my BNE-MEL-ADL flight on the 20th only the BNE-MEL leg was posted. The second sector MEL-ADL just disappeared. Called the WP priority line and they credited the points, but still no status credits for the second sector. I suggest everyone check their multi-sector flights and see they are credited correctly.

 

[medhead]

At least the consume app seems to be working with VA again. Don't have to log in to velocity to check for missing flights.

 

[Deleted member 29185]

I did an on-line retro claim and it was quite painless. Came back approved and gallantly (if not mistakenly) declared I'd have the missing credits within 72 hours (I think it was 72 hours maybe it was 48, but not too long anyway). So now to wait and see!

 

[testy8eva]

I've been waiting to see since Jan 16 on a retro claim

 

[grubbidok]

I did an on-line retro claim and it was quite painless. Came back approved and gallantly (if not mistakenly) declared I'd have the missing credits within 72 hours (I think it was 72 hours maybe it was 48, but not too long anyway). So now to wait and see!

I did this a few times too, in one case twice for the same flight (after the first 72hrs had passed and nothing happened), and got the same message. None of the flights were credited and when I called the call centre it hadn't registered on their system either so they did a manual add. I thought it was maybe a work in progress, so it may be functional now.

 

[EuroFlyer]

still waiting on a bunch of flights since the upgrade to sabre, rang plat desk and say they cant do anything. I did have a manual add for a old dj flight at the start of Jan. At this stage waiting on 6 flights to credit.

 

[medhead]

My third missing one has come in automatically. Still missing one from 22 Jan. might claim missing points again.

 

[VMC73]

Still waiting on points and 160 SC's for LAX-BNE flight the first day of new system. Did just receive the $1000 credit VA gave all J class for the 3+ hour delay which was nice!