Velocity missing flight credits

[Vinnie]

Does anyone else have this problem of needing to check past flight credits to make sure there credited to your account?
i have had at least ten flights in the past twelve mths that haven't got to my account.

 

[scottff]

Yes - I have five flights outstanding which haven't credited. It is frustrating!

I've tried the "Claim Missing Points" form on the Velocity site to no avail...anyone have a better method of getting them credited?

 

[Markmat]

I have had many missing since the Sabre transition, both on VA metal and especially Air New Zealand code shares (although VA flights I have noticed have improved somewhat). I have found the "Claim Missing Points" form on the website to be a complete waste of time. The only way I have been able to get action is to email them, although the only response I ever got on the retro claim emails was an auto-reply, so utilised in some cases the facebook page and then ended up with someone contacting me via email, or even phoned a couple of times, just depending on the circumstances at the time. I'm sure I have a number still missing but too frustrated to have to go through this process like I have had to.

 

[cssaus]

Last month flew SYD-MEL-LAX-JFK-LAX-SYD all ticketed with VA and all with VA flight numbers. The LAX-JFK & JFK-LAX flights were on VAS flight numbers but operated by DL.

All my flights posted with the exception of the DL operated flight from JFK-LAX. The boarding pass shows all the correct information that should indicate that there should not have been a problem having the flights credited.

I spoke to Platinum Velocity yesterday and they've told me to scan my boarding pass and email it to [email protected] together with a copy of my electronic ticket. I've done this but there still needs to be an explanation why these flights are being credited.

I'll give it 14 days and then will be back on the phone to Velocity. The key is to continually hound them until they get it sorted!

 

[Markmat]

I think the problem I have with the process is them asking for boarding pass and electronic ticket (Although I always have all booking references in my calendar) , I never keep them and find it incredibly poor form for them to make it your problem to prove you were on the flight, when every time the Velocity number is attributed to the booking, and they should have all that information electronically, so obviously the process is broken. I have found that the only way to get a result is to hound them.

 

[greenfish]

It is very frustrating. Flew BNE-AKL on the 29th (NZ metal, VA codeshare), my son on the same booking didn't credit. My daughter on a different booking also didn't credit. The retro claim form advises that it is too soon to request a follow-up.

 

[serfty]

I think the problem I have with the process is them asking for boarding pass and electronic ticket (Although I always have all booking references in my calendar) ....

What do you do with your e-ticket number? (the one starting with, say, 795-)

That's far more important than a six character booking reference/ PNR.

I always keep me e-ticket emails in perpetuity.

 

[Markmat]

i have the e-ticket number with my travel co-ordinator if I need it, but when I get my points credited, all I have needed is the booking number

 

[scottff]

This is the main reason I stopped directing my travel to VA and their partners a few years back, and slowly I've been lured back - only to find these sort of issues are still a weekly occurrence.

Does anyone know - if it takes say, 3 months to award SCs, what is the effective earn date of those SCs? I've got a lot of SCs waiting to credit that will push me up to a new tier, but I hope I'm not losing months of membership benefits because of these late retro claims and system issues...

 

[lovestotravel]

Every QF flight I take posts within 48 hours and I have never had to chase QF for points, except for some Xmas vouchers last year

 

[Markmat]

I agree lovestotravel. I direct most of my flights to Qantas for this reason (every flight posts quickly and no chasing up), but some of the locations I go to require VA or Air New Zealand for convenience sake, Chasing up points has been better than straight after the Sabre transition, but still not great, but the greatest frustration has been when flying Air New Zealand on code share flights.

 

[lovestotravel]

I have taken (before Sabre) a few flights to/from NZ on Air NZ and they did post automatically

Again, Sabre is to blame!

 

[bcworld]

What's irking me is that often when I retro claim, if myself and partner travelling, we both get different BASE points even though we are booked on a single PNR and therefore clearly on the same fare. Most recently I was awarded 5pts per $ base and somehow they got 2.5pts per $! It's clearly a very manual and error prone process!

 

[Velocity Frequent Flyer]

Hi guys, If anyone has any flights that don't have SCs credited within the correct timeframes, our inbox is always open to follow up for you.
Retro claims should continue to use the current process.

Note that we only purposely delay posting points on lovestotravel's account just so he'll continue to post about us here...

 

[eastwest101]

Hi guys, If anyone has any flights that don't have SCs credited within the correct timeframes, our inbox is always open to follow up for you.
Retro claims should continue to use the current process.

Note that we only purposely delay posting points on lovestotravel's account just so he'll continue to post about us here...

Hi VFF,

Have the IT people got back to you with some answers about the time frames for fixing the numerous bugs on the Velocity and VA web sites as per your PMs around early Sept?

Cheers

 

[straitman]

Every QF flight I take posts within 48 hours and I have never had to chase QF for points, except for some Xmas vouchers last year

I think you are the exception then.

I believe most of us have had an issue with QF at some point or another though probably not as much as what the OP is mentioning here re VA.

 

[mannej]

Every QF flight I take posts within 48 hours and I have never had to chase QF for points, except for some Xmas vouchers last year

Not every airline in the QF group posts so quickly...

 

[Velocity Frequent Flyer]

Hi VFF,

Have the IT people got back to you with some answers about the time frames for fixing the numerous bugs on the Velocity and VA web sites as per your PMs around early Sept?

Cheers

The key update that is coming soon will be the single sign-on in December.
Still to ascertain the other updates.
Will let you know when we have more info

 

[scottff]

Hi guys, If anyone has any flights that don't have SCs credited within the correct timeframes, our inbox is always open to follow up for you.
Retro claims should continue to use the current process.

Note that we only purposely delay posting points on lovestotravel's account just so he'll continue to post about us here...

Cheers VFF. I've sent you a PM asking what details you need to get things happening.

 

[brucebrad]

I sent an email to [email protected] on August 18 2013 to claim some missing Hawaian points. No reply (other than the autoreply) or activity on my status page yet (more than 2 months later). I've already sent a followup email. Anything else I can do - apart from not flying Virgin?