Is the Velocity shop open for redemption (other than flights) yet though? There are a lot of people waiting!
Lets also look on the bright side, at least VA1 is planning on flying to Tassie again! Surely that means when VA2 starts, it may stay....?
Don't know about the shop.
This is long but provides some useful information & a surprise link that just got emailed out by VA mk 2 - total flying schedule for domestic over next few months - Tasmania is back soon....
One more data point -
Cancelled Amex Velocity Platinum complementary flight booking
Received email saying flight cancelled June 9th, 'will hear more shortly'. Link to 'Customer Guarantees' no longer works.
Flight ticketed for July 3rd to Tas, so rang (& still on phone with extensive hold periods - longest so far 16 minutes.
Background Rang number shown on the email - takes you to AMEX. Odd as AMEX have no access to the comp flight booking system.
CSA then transfered me over to AMEX website help (specialising in travel). Who reiterated what I already knew but I thought perhaps the Vol Admin had changed the situation. Then given new number to ring at VFF specifically (supposedly) for Comp Flight cancellations 1300 153 006.
That gets me the VFF call centre in Queensland not Philipines or any other country.
VFF - 'You can rebook without a change fee as we've waived them as a courtesy
BUT will have to pay the difference in fare & surcharges/taxes for the new booking.'
That is contrary to the Amex Comp Flight T&Cs which give me a choice of 11 (guessed #) destinations I can choose from Sydney if available. So should be no additional cost to change it as VA cancelled my flight not me.
VFF - 'You may have heard VA is in administration, everything has changed and we've been instructed to only apply the amount that Amex paid VA when your original flight was booked.'
Ok, so you're saying I now have a flight credit that I must use by Sept 30th (mentioned on web site but nothing about paying a difference)?
VFF - 'Yes'
So what is the amount of the credit?
VFF - 'I am not permitted to tell you.'
But you can tell me how much more I have to pay for another booking?
VFF - 'Yes'
Well let's try a booking that I have no intention of doing so I can get an idea of what my credit is, say SYD to XYZ on Aug Y, returning Aug z.
VFF - 'I will just put you on hold while I work it out.'
16 minutes later...
VFF - 'You need to pay 179.23 and the total airfare cost is $459.99'
<<< Now I did not say this to the CSA but I now know what the credit amount is, simple B - A
>>>
VFF - 'Do you want to go ahead with the booking?'
No, as I mentioned I was just suggesting one of the possible destinations available to me with the Amex Comp flight booking to get an idea of what I'd be liable for.
<<< Now wondering how switched on this CSA is I politely ask if I can speak with a team leader
>>>
VFF - 'I will see if they're available'
14 minutes later....
VFF - 'Both team leaders say to fill in the online feedback form to make a complaint about your attempted booking'
But I don't want to make a complaint about the dummy booking you just made.... 7 minutes later after a back & forth which revealed the CSA had told the team leaders a very interesting set of details that had nothing to do with what had transpired.
Just before I go, could you please ask the team leaders as I understand the procedures manual for VFF states it is the customer's right to request to speak with a team leader....
6 minutes later...
TVFF - 'Can I help you'
Yes, I am trying to find out exactly what the conditions are for re-booking a comp flight as the email from June 9th said I'd receive more info shortly and the flight VA cancelled was due to fly tomorrow. Gave booking ref etc.
Looking at the VFF site it appears I have to rebook by 30 Sept.
TVFF - 'Let me check that' briefest hold so far....
TVFF - 'As you originally booked on 3 Sep 2019 you have to rebook by 3 Sep 2020, it is all based on the original ticketing date. If you'd booked in Jan 2020 then re-booking date would be by Jan 2021.
Glad you checked for me, as no date on email but mentioned on VFF web site as 30 Sept. Has the policy changed recently, since last week like the VFF points redemption policy has?
TVFF - 'No change, still original policy applies but we are not charging the $90 change admin fee.'
Can I rebook to any destination or is it still a list as per the map - since this is a credit am I able to use this for any destination?
TVFF - 'Sorry to put you on hold again, I will just check'
Much, much longer hold
TVFF - 'Depends on what flight date you want as nothing to Tasmania in the system, can go to Hamilton Island, Cairns, Townsville, Brisbane, Gold Coast, Coffs Harbour, Port Macquarie, Melbourne although you may not want to at the moment, & Adelaide. Sorry it took so long but I needed to check each destination as some destinations seem to be changing from one day to the next.'
BTW - perhaps pass on that the email received said I'd be contacted shortly with more info but my flight date is tomorrow morning and I've received nothing - perhaps this needs to be looked into as it can create a negative image of the new Virgin & VFF.
TVFF - 'Thank you, I'll draft that up shortly and send it off.'
Thank you for your help.....
So, unlike VFF points redemptions where you get exactly back what you paid, with Amex Comp bookings VFF gives you an undisclosed credit to use within 12 months of booking date not a Comp flight at no additional cost to any of the listed destinations.
Tomorrow's adventure will be trying to track down who to speak with at Amex about why I cannot re-book at no charge for any of the destinations since as I now have technically TWO comp flights - last years & this years - why am I expected to pay for one while getting the other for no charge?
Happy days!
C'mon Bain & Amex try to make life a little easier...
Seems they were listening - as after finishing the above thesis - I checked emails and got this from VA showing the future....
travel.virginaustralia.com