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Velocity Useless Once Again

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TerryW

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Sep 9, 2010
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Purchased a ticket for my brother to travel to U.S.A in December 16,Cns>Bne>Lax,all trips purchased on the one ticket through his Velocity account.Checking
today on the points,no points for the Cairns>Brisbane sector.Tried to make a retro claim,of course this is unable to be done,have to the call centre to wait on hold half the day or find a way of faxing to them the ticket and try to get it sorted out.It is about time they got their act together,how long does it take them get things right the first time.:evil: Terry.
 

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yohy?!

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The online claim form isn't available? I used it for a VA flight last month ok.
 

Clivem

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Can you provide any more information on the online retro claim rejection ........assuming you had all the required data ?

I did a Europcar Velocity online retro claim this morning and it worked fine in terms of going through.


Virgin flight points should post within 14 days
 

TerryW

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Sep 9, 2010
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There has been an error processing your request. Please confirm that the information entered is correct and resubmit your claim. If you are unable to resubmit your claim, please call 13 18 75 or send a copy of your e-ticket to retro@velocityfrequentflyer.com. [LTY-0089]
Hope this is the info you requested."Yes" I gave all the correct information and double checked it.
Terry
 

eastwest101

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Often the errors provided by the Velocity retro claim tool are rather generic and un-informative. If you still have boarding passes then scanning in and emailing to the address provided usually works. If you still have the booking ref number sometimes you can get lucky and they start the retro claim process over the phone.

Interesting that the points and status credits for the BNE-LAX sector appeared OK in your brothers Velocity Account but not the CNS-BNE sector. Were the flights all purchased online on the Virgin Website? Not a points redemption situation? Did anything else weird happen to your brothers flight from CNS-BNE like being put on an earlier or later flight, upgraded or downgraded from economy to business class or any other last minute changes? Not that this excuses the situation but may explain it.
 

TerryW

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Just confirming my previous post,the ticket was purchased/paid through the Virgin Website,using his Velocity number.There were no changes/upgrades /downgrades made to the flight.I was annoyed that you have to monitor and follow up any discrepencies when they are some one elses/system fault.
Terry.
 

stoneman

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Jul 10, 2014
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I sympathize with you, having been through a similar experience( Thread on page 2/3 Ask VFF ).

I was a long time lurker and avid reader of this great forum, and unfortunately in a moment of utter rage ( I don't do idiots, well ) this was my very first post :oops:

Eventually the Ask VFF team did fix it and fix it well, without any communication though...

Have a read, lol :shock:
 
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