Velocity Gripe

[harvyk]

Ah, I see MEL_Traveller and I are probably going to butt heads again on terms and conditions again, but that's ok...

FC have their terms and conditions which state that they are just an agent for the airlines (and other companies) and they sell the products which is on offer. They don't guarantee that the product suits your particular need. Infact they even warn you that certain fare classes may not attract points and it is your responsibility to know this.

Whilst I understand why FC do this I also think it's very poor form for them to book you into a class which doesn't earn points when they knew you were interested in collecting them. Even though they have the T&C's to hide behind they should know the products they are selling.

Make a complaint to FC, and let the airlines (both MH and DJ) know about your disappointment with FC, when they say you signed the T&C's, escalate it to fair trading.

You'll probably get nowhere as you did sign the T&C's effectively letting them off the hook, but it is also worth a try as sometimes you do get lucky.

Just as a side note I've taken a TA to fair trading and won after they stated one thing , their documentation said something else, and we where able to put an argument together which focued on the logic of the situation. If I was in your shoes I would make my argument focued entirely on "why would I give you the velocity number unless I wanted the points". Don't make it emotional and stick to the facts only.

 

[MEL_Traveller]

Ah, I see MEL_Traveller and I are probably going to butt heads again on terms and conditions again, but that's ok...

FC have their terms and conditions which state that they are just an agent for the airlines (and other companies) and they sell the products which is on offer. They don't guarantee that the product suits your particular need. Infact they even warn you that certain fare classes may not attract points and it is your responsibility to know this.

That's ok harvyk :mrgreen:

The line you quote that FC don't guarantee the products they sell will suit your particular need is in contravention of the trade practices act.

Provided - (underlined) - that you can show you demonstrated the product was intended to fill a particular need(s) or purpose(s) specified by you the consumer.

The option, if the seller can't meet your needs is to tell you this and not sell you a product (etc).

So obviously the airline needs to get you form A to B, but if you stated you also need a fare that attracts points (and can prove that), then the product should have been sutiable for that purpose.

Harvey Norman isn't selling televisions manufactued by them, but they do have to sell you a product that is fit for purpose if that purpose is made known.

If you have stated to FC that you need a fare that earns points, the average Mr/Mrs flyer can't be expected to do a double checkk and read through extensive TCs of their airline's FF program (does anyone expect people in the 70s, for example, to pour through pages of FF terms and conditions?).

FC holds itself out as an agent and therefore people should be able to rely on their advice as the professionals they claim to be.

there may also be another avenue of claim under contract law. That may be an easier place to introduce the discussions behind the formation of the contract (between the passenger and FC). Passenger has gone to FC and said i want a fare to X that earns miles. FC says 'here you are'. Passenger accepts and consideration is paid. Voila - binding contract. Unless FC says 'here are our terms, please read them fully here in our office and ask any questions'. (And then doesn't accept payment until sufficient time has elapsed for the passenger to read said terms and conditions.)

 

[harvyk]

Unless FC says 'here are our terms, please read them fully here in our office and ask any questions'. (And then doesn't accept payment until sufficient time has elapsed for the passenger to read said terms and conditions.)

Actually they do...

A friend of mine (who I have known for 20 years) whom works for FC (whom I do all my travel booking through) always hands me the T&C's and goes through it each time. (Even though he knows I have read them dozens of times). I got the feeling that it was common practice for FC employees to do that with a customer.

As I said, write a letter of complaint (don't call them, you can get sidetracked, emotional, and miss out vital pieces of information) explain what you want as the outcome. (Points as if the fare was booked in a points earning class) and keep it short, sweet and to the point.

 

[sampson]

On the issue of confusion or general ignorance, velocity has a new promo for 25% of new Amex points sent to Velocity, provided you turn these pints into a return flight b/w 1st October and 31st January.

I think it offers 25% off the points on a return flight on several carriers (VA, VB and Pacfic blue).

But the wording is a little confusing imo when it says they'll give you 25% of the points 'on your flight back'. Is it 25% only of the points needed for the return flight, or is it 25% of the points used for both legs? Is the 25% a discount, or do they give you 25% later for use on future flights. Yeah, I might read terms and conditions to get a better idea, but I can't be bothered with legal mumbo jumbo.

Would it be better to

- fly UA for $1225 cash for Melb-LA nonstop direct (21-30 November). Its $2 less than VA's cash fare and I avoid going on VA thru Sydney. But I miss out on Velocity points by not going with them thru Sydney.

- spend 136,000 points (instead of the usual 94k because the cheaper reward seats are gorn) and getting 25% of only the return leg's points back. Because the return leg's points are 50k of points, 25% on this scenario is a lousy 12500.

- spend 136,000 points and get (assuming the deal is for 25% on the total points) 25% of 136,000 back. But I have to go thru Sydney and 136,000 points looks pricey even if discounted to 100,000.

I just can't work out if the promo is value for money for this trip.

Sorry if this is off topic.