Virgin Future Flight credit....anyone having problems with this??

Indiana

Junior Member
Joined
May 7, 2018
Posts
37
So I received an email from Virgin quoting my Future Flight credit is now available for use via Travel Bank....this email was sent to me over 2 months ago.

I log into my travel bank (yesterday) to find zero funds there.

So I try calling Virgin only to spend hours upon hours trying to get through to them.

The only time I have actually spoken to someone is when I clicked on...."do you want to buy a new ticket" then they transfer me over to another line to wait on hold.

Has anyone else experienced this?? And has anyone actually get through to Virgin??
 
Solution
They may have been moved into a Future Flight Credit Travelbank. You'll either have to find an email that explains this, or call Virgin who should be able to track them down.

jakeseven7

Enthusiast
Joined
Sep 9, 2005
Posts
10,348
Our company has had several issues using up the Virgin credit - some vouchers were 'corrupted' and some not loaded into travelbank.

We managed to get them sorted by calling up Virgin (warning: long waits)
 

Milefest

Active Member
Joined
Jan 28, 2015
Posts
820
Your future flight credits are stored in a separate travel bank to your main travel bank (I found this very confusing).

To find this travel bank, you should have an email that says "Your Future Flight credit", within that email there's a new travel bank username and account number that stores your future flight credits. Using those details you'll need to reset your password to that travel bank. Note that you may have multiple travel banks for your future flight credits depending on the amount of credits you are owed.

After that you'll need to use the beta version of the VA website (as linked above). When in the booking flow, you may need to sign out of the travel bank that is associated with your Velocity account and sign in with the future flight credit travel bank to redeem the credits on the booking.
 

captainpete

Newbie
Joined
Jul 31, 2013
Posts
2
So I received an email from Virgin quoting my Future Flight credit is now available for use via Travel Bank....this email was sent to me over 2 months ago.

I log into my travel bank (yesterday) to find zero funds there.

So I try calling Virgin only to spend hours upon hours trying to get through to them.

The only time I have actually spoken to someone is when I clicked on...."do you want to buy a new ticket" then they transfer me over to another line to wait on hold.

Has anyone else experienced this?? And has anyone actually get through to Virgin??
I recently booked flights for 3 family members and checked the box to claim flight credits. When I got to the payment part there was no credit allowed. As I had spent hours trying to sort out flights I wasn't about to bail and paid the full amount. I then sent an email to Velocity Frequent Flyer and more than a week later someone who signs herself off as ''Margaret, Velocity Frequent Flyer'' says she is sorry she can't help but to call 13 67 89 or contact the Guest Contact Centre and website. The number kept dropping out then there was a message saying to phone between 9.00 am and 5.00 pm.

These people are truly appalling.
 
Joined
Dec 15, 2015
Posts
4
Had the same query last week after I noticed a big chunk of cash had disappeared from my account.. Website says to call 13 67 89 to get this fixed but that's bullshit. They then transferred me to the travel bank dept and I was on hold for 1hr 45 mins. ( I wasn't going to give up ). They informed me that it hadn't disappeared but it had been transferred to another account. I was given the other ac no. but I have yet to use it. That may be a whole other drama.....
 

jakeseven7

Enthusiast
Joined
Sep 9, 2005
Posts
10,348
Had the same query last week after I noticed a big chunk of cash had disappeared from my account.. Website says to call 13 67 89 to get this fixed but that's bullshit. They then transferred me to the travel bank dept and I was on hold for 1hr 45 mins. ( I wasn't going to give up ). They informed me that it hadn't disappeared but it had been transferred to another account. I was given the other ac no. but I have yet to use it. That may be a whole other drama.....

Ok, so we got our cleaned up.

We had about 53 credits in total and of that 9 were 'erroneous' that Bain/VA2 have to manually sort out and credit back. Has been a nightmare for our admin team. They don't know why so many have gone AWOL / corrupted etc couldn't answer us.

They did apologise for the delays - said they are all still on bare minimum staff in most areas, including customer service with no plans to rehire yet...
 

MooTime

Established Member
Joined
Mar 1, 2019
Posts
1,333
Qantas
Gold
Virgin
Platinum
I too was bit confused by all these credits, i thought i had received all my credits back as standard credits, not really knowing i had further 'future flight credits' still hanging somewhere.

Like many with a number of flights cancelled during the year & time bought & ticket type etc, there classified differently as standard or Future type. Obviously lost track of refund credits etc.

anyway called velocity just now, I've always gotten thru in honestly 2-3 mins, the auto pilot msg says long wait times, but no it's not. I'm only gold status, so maybe longer for non status holders, not sure there. can't imagine all day wait, that's QF std wait times.

anyhow yeah call center staffer was very helpful & explained the situation very clearly, I wasn't sure of all emails stating i had credit $xx_.xx Now I have 2 travel banks for std & Future credits. I assumed the emails were error, lucky I acted on it today.
You have to be logged out of both velocity travel banks to access one, makes sense.

All in all it's rather confusing having 2 travel banks with the 'Future' credits limited with flight availability. The 2 types can't be used together, at least they have June 2022 expiry for use mid 2023 (yes i can hear some already, will Virgin be around then, ha)

I'll put it down to Covid craziness for airline carriers mixed with VA in VA/Bain, I also imagine some may not know like myself that they even have future flight credits if they ignore the emails.
 

dankenw

Newbie
Joined
Dec 19, 2020
Posts
2
There was around $700 in my travel bank that was refunded to me as credits during the covid times

But I just checked and it was gone..

I've been trying to call and I'm on hold as we speak


Anyone have a solution to this?
 

oz_mark

Enthusiast
Joined
Jun 30, 2002
Posts
20,060
They may have been moved into a Future Flight Credit Travelbank. You'll either have to find an email that explains this, or call Virgin who should be able to track them down.
 
Solution

jakeseven7

Enthusiast
Joined
Sep 9, 2005
Posts
10,348
There was around $700 in my travel bank that was refunded to me as credits during the covid times

But I just checked and it was gone..

I've been trying to call and I'm on hold as we speak


Anyone have a solution to this?

Dont panic :) VA’s travel bank process is full of bugs and errors I’ve had to clean up many of them.
There is another thread on this too I’m sure?
 

Aus ATC

Active Member
Joined
Jul 9, 2009
Posts
620
Qantas
LT Gold
Virgin
Gold
I attempted to book a flight using my future flight credit. Despite having enough $$ available, when attempting to complete the booking I received a message that I had insufficient funds. I was attempting to book for another person (allowed under the rules). Ended up booking with points instead - at this stage I regard both Velocity points and future flight credits as about equal in terms of long term viability (so happy to take what I can get)......
 

MooTime

Established Member
Joined
Mar 1, 2019
Posts
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Virgin
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I attempted to book a flight using my future flight credit. Despite having enough $$ available, when attempting to complete the booking I received a message that I had insufficient funds. I was attempting to book for another person (allowed under the rules). Ended up booking with points instead - at this stage I regard both Velocity points and future flight credits as about equal in terms of long term viability (so happy to take what I can get)......
I've used future flight credit no issue.
From memory at the section that your choosing flight destination you have the option to log into your travel bank. Make sure your logged out of all travel banks at that time. It's strange I know.
Using it for Eco X seats good option imo, on seats your limited as like reward seat availability, although virgin very generous in reward seat availability.
Good luck.
 

westsurf

Junior Member
Joined
Aug 19, 2019
Posts
40
Virgin
Gold
Honestly between the Amex Velocity card "free flight" turning into a $375 credit which has to be used by 31 March only on wine or flight (as I'm in WA good luck with a flight occuring) and now the travel bank issue I wonder if I can be bothered with Virgin anymore and I'm a Platinum FF.
 

Must...Fly!

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Honestly between the Amex Velocity card "free flight" turning into a $375 credit which has to be used by 31 March only on wine or flight (as I'm in WA good luck with a flight occuring) and now the travel bank issue I wonder if I can be bothered with Virgin anymore and I'm a Platinum FF.
It would seem to me that WA would be a rather easy place to use a $375 flight credit intrastate!
 

Warks

Established Member
Joined
Oct 9, 2003
Posts
2,748
I just tried booking a flight to QLD now it's open again and I was prompted to use Travel Bank. When I checked it showed zero balance but when I looked at the transactions I'd been given a credit on 10 October 2020 and seven days later it was taken away. From what I've read here there's a separate Travel Bank account? I'll dig for that. Edit: people have mentioned receiving an email with information about the credit. I've received nothing.
 

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