Velocity/Virgin websites are RUBBISH

[jpk]

Any particular combination you're having problems with? I can generate mileages from St Louis to JFK (892 miles (1427 km)), Hanoi to Singapore (1366 miles (2185 km)), Brisbane to Moranbah (485 miles (776 km)) and the Seychelles to Abu Dhabi (2009 miles (3214 km)) without dramas.

MEL-LHR, MEL-SFO, SYD-JFK etc etc. I said flights requiring a connection.

 

[Markmat]

seems to have improved, I was able to choose seats for the first time in a while! Things are looking up!

 

[grubbidok]

MEL-LHR, MEL-SFO, SYD-JFK etc etc. I said flights requiring a connection.

I don't think it's fair to expect the VA (or any other) website to predict which connection you're going to choose. As they're determined each segment (i.e. MEL-AUH + AUH-LHR or MEL-SIN + SIN-LHR) rather than per trip (i.e. MEL-LHR) the points and SCs are going to vary widely depending on which option you choose to take.

The VA website has a lot of problems. But I wouldn't blame it for not being clairvoyant.

In fact, if they did give an 'estimate' for a connecting trip, I'm sure there'd be some posters (rightly) pissed that their specific route gave a different number.

 

[grubbidok]

Sigh.

Went to book some flights again today and despite having achieved WP on Sep 9 the booking part of the site still only recognises me as Gold and gives me a balance of 6000 less points than I currently have (and all this still after having to fr%$* log in again from the Velocity site). Means I've not been able to book Row 3 (or anything beyond Row 6) since being WP on the 6 flights I've booked since then.

 

[bcworld]

Sigh.

Went to book some flights again today and despite having achieved WP on Sep 9 the booking part of the site still only recognises me as Gold and gives me a balance of 6000 less points than I currently have (and all this still after having to fr%$* log in again from the Velocity site). Means I've not been able to book Row 3 (or anything beyond Row 6) since being WP on the 6 flights I've booked since then.

I think there is some known issue around this at the moment. When I was checking in at lounge entry check in at SYD the other day the guy behind me told the person on the desk that his BP showed silver even though he had qualified gold. She seemed to know immediately what he was talking about and referred to some current problem.

 

[grubbidok]

I think there is some known issue around this at the moment. When I was checking in at lounge entry check in at SYD the other day the guy behind me told the person on the desk that his BP showed silver even though he had qualified gold. She seemed to know immediately what he was talking about and referred to some current problem.

Interesting. The last few BPs I've had in past two weeks as WP also showed Gold, including just yesterday. I'd just assumed it may be due to them being booked when that was my status, though on reflection that's a silly assumption.

 

[serfty]

Sigh.

Went to book some flights again today and despite having achieved WP on Sep 9 the booking part of the site still only recognises me as Gold and gives me a balance of 6000 less points than I currently have (and all this still after having to fr%$* log in again from the Velocity site). Means I've not been able to book Row 3 (or anything beyond Row 6) since being WP on the 6 flights I've booked since then.

Have you called for seat allocation? That's what I did when I achieved WP back in April.

 

[CeeJayOz]

Sigh.

Went to book some flights again today and despite having achieved WP on Sep 9 the booking part of the site still only recognises me as Gold and gives me a balance of 6000 less points than I currently have (and all this still after having to fr%$* log in again from the Velocity site). Means I've not been able to book Row 3 (or anything beyond Row 6) since being WP on the 6 flights I've booked since then.

I had the same issue, it was showing my status and balance from 1 September - a quick call yesterday and they manually synched my account so I'm now showing as Platinum and was able to select row 3 for my existing bookings. They did the first booking for me, the rest I was able to do myself online. I'm sure they would have done the lot if I'd wanted to hold on the line for longer.

 

[grubbidok]

I had the same issue, it was showing my status and balance from 1 September - a quick call yesterday and they manually synched my account so I'm now showing as Platinum

Good to know. Might get on it later this arvo. The whole site seems to have upgrade issues. On the homepage they're still advertising expired special offers!

 

[Brooke01]

Yep - I am also having similar issues. I won't even begin to tell you of the drama's I have had trying to book Reward Seats to LAX - and this is as a Platinum. Very long story short - my "account" page has the correct number of points on it, but the page where you book is still showing my balance pre the Reward redemptions. So a descrepancy of over 200k in points. I know that it needs to be "manually synced" - but I just don't have the strength to call the Service Centre AGAIN just yet. I have half a mind to book another trip(s) with the points that are sitting there, that shouldn't be there ! I wonder if they would honour it if I did and they eventually picked it up ????

I had the same issue, it was showing my status and balance from 1 September - a quick call yesterday and they manually synched my account so I'm now showing as Platinum and was able to select row 3 for my existing bookings. They did the first booking for me, the rest I was able to do myself online. I'm sure they would have done the lot if I'd wanted to hold on the line for longer.

 

[bcworld]

Yep - I am also having similar issues. I won't even begin to tell you of the drama's I have had trying to book Reward Seats to LAX - and this is as a Platinum. Very long story short - my "account" page has the correct number of points on it, but the page where you book is still showing my balance pre the Reward redemptions. So a descrepancy of over 200k in points. I know that it needs to be "manually synced" - but I just don't have the strength to call the Service Centre AGAIN just yet. I have half a mind to book another trip(s) with the points that are sitting there, that shouldn't be there ! I wonder if they would honour it if I did and they eventually picked it up ????

I see what you mean. Mine shows balance as at 17 Aug despite there being many transactions since then, the latest being today!

It seems to be another symptom of the post Sabre world where the loyalty system is completely unrelated to the reservation system. And whatever manually links the two is broken...and has been for some time it seems.

 

[maninblack]

Clearly it's not just their websites that are rubbish but their whole system and back office is too. Why does it take them weeks to review a members status when other airlines just do it as an automated process? Lack of quality people and resources I assume.

 

[grubbidok]

I called to get them to match my VFF and Bookings status. They did it quickly enough, but even though I've been WP since Sep 9 and have a shiny new black and purple card in my possession the mix up meant that I was initially transferred to the Gold desk, not the Platinum one.

 

[lovestotravel]

Amateur hour continues

 

[maninblack]

Amateur hour continues

Yep. It is so hilarious that one cannot believe it's true. Just tried to do a seat selection for my son and ended up on a 'system has had a total nervous breakdown page'

 

[anat0l]

Yep. It is so hilarious that one cannot believe it's true. Just tried to do a seat selection for my son and ended up on a 'system has had a total nervous breakdown page'

The page literally didn't say that, did it?

 

[Deleted member 29185]

The VA websites may be rubbish, but the GCC staff (for me) continue to be beyond excellent. I bloody hope VA actually notice their staff are continuing to keep their heads above water despite management trying their hardest to push them under.

 

[anat0l]

The VA websites may be rubbish, but the GCC staff (for me) continue to be beyond excellent. I bloody hope VA actually notice their staff are continuing to keep their heads above water despite management trying their hardest to push them under.

I hope you are referring to the GCC staff based in Australia. When I talk to the Gold (or Platinum) desks based in Australia, I've very little to fear about achieving what I want.

But as soon as I have to be transferred to an off shore centre, sometimes even sacrificing a goat is not enough. (And that's not saying all off shore call centres are to be avoided; but there are good ones and not so good ones - VA is unfortunately the latter type).

I don't really want to wait for everything to go to custard before I ask for the Australian-based support for help.

 

[pauly7]

I hope you are referring to the GCC staff based in Australia. When I talk to the Gold (or Platinum) desks based in Australia, I've very little to fear about achieving what I want.

But as soon as I have to be transferred to an off shore centre, sometimes even sacrificing a goat is not enough. (And that's not saying all off shore call centres are to be avoided; but there are good ones and not so good ones - VA is unfortunately the latter type).

I don't really want to wait for everything to go to custard before I ask for the Australian-based support for help.

I thought VA were planning on bringing back their call centre from overseas??....

Must be confused.. Or it got lost in the cost cutting process.

 

[Deleted member 29185]

I hope you are referring to the GCC staff based in Australia.

Yes, well picked up. I was indeed referring to the AU GCC staff. Offshore (even international ticketing) is a nightmare.