Why does it need to be so difficult VIRGIN?? | Australian Frequent Flyer
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Why does it need to be so difficult VIRGIN??

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morgs

Junior Member
Joined
Sep 27, 2010
Messages
13
As a recent Platinum Velocity member (along with being Qantas Platinum for almost 10 years), and being a couple of hundred status credits off companion Platinum - I find it almost incomprehensible how the service for Platinum Velocity is soooo bad.

I recently had a business class trip to the UK ticketed as Etihad (EY) flight numbers - with the SYD - AUH on Virgin Aircraft (as a side point the seats, with the mattress, and the service were fantastic!!!). With my velocity membership number as part of the booking (and shown on the boarding passes), the Abu Dhabi to UK legs (on Etihad) had points and status credits issued within a few days. Now (three weeks later), after many phone calls and emails, I'm still waiting for for the status credits and points to be credited - even though I flew on a Virgin Plane!!!! This kind of thing never, ever, ever happens with Qantas - I'm really trying to like you Virgin, but it's just so difficult!

To date no-one at Virgin seems interested in following this up, or can explain how this can occur..........it just seems like a case of "computer says no!"
 

mannej

Senior Member
Joined
Mar 16, 2009
Messages
9,829
As a recent Platinum Velocity member (along with being Qantas Platinum for almost 10 years), and being a couple of hundred status credits off companion Platinum - I find it almost incomprehensible how the service for Platinum Velocity is soooo bad.

I recently had a business class trip to the UK ticketed as Etihad (EY) flight numbers - with the SYD - AUH on Virgin Aircraft (as a side point the seats, with the mattress, and the service were fantastic!!!). With my velocity membership number as part of the booking (and shown on the boarding passes), the Abu Dhabi to UK legs (on Etihad) had points and status credits issued within a few days. Now (three weeks later), after many phone calls and emails, I'm still waiting for for the status credits and points to be credited - even though I flew on a Virgin Plane!!!! This kind of thing never, ever, ever happens with Qantas - I'm really trying to like you Virgin, but it's just so difficult!

To date no-one at Virgin seems interested in following this up, or can explain how this can occur..........it just seems like a case of "computer says no!"
Sorry to burst your bubble, it does happen on QF. It is called JQ...
Although things have been quiet lately, it was not uncommon to wait in excess of two months for SC's from JQ flights.
 
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oliverd

Member
Joined
Jun 30, 2006
Messages
134
JQ is a basket case... Even QF Plat customer agents admit this, but will (in my limited experience) credit the SCs immediately if you send boarding cards. VA seems to be very inconsistent - I've had an outbound NZ flight credit within a few days and the return flight take over 3 months, four phone calls and an eventUal escalation before crediting. Anything involving partner airlines with VA seems slow and painful - but it's my only gripe and I'm finding my loyalty increasingly shifting to VA...
 

TomVexille

Enthusiast
Joined
Nov 12, 2013
Messages
11,017
I've had the situation where my outbound on NZ didn't post, but the inbound did the day after the flight. To VA's credit, the outbound flight credited 2 days after I was able to submit a retro claim online (2 weeks after the flight).
 

morgs

Junior Member
Joined
Sep 27, 2010
Messages
13
The two things that grate me the most are the fact that these flights were actually on Virgin metal (and I've heard the spiel that it has to go from this computer to that computer, then another computer, then into a black hole, then back to us, then divide by the number you first thought of.......) and the call centre not being able to do anything to resolve it.......
 

TomVexille

Enthusiast
Joined
Nov 12, 2013
Messages
11,017
The two things that grate me the most are the fact that these flights were actually on Virgin metal (and I've heard the spiel that it has to go from this computer to that computer, then another computer, then into a black hole, then back to us, then divide by the number you first thought of.......) and the call centre not being able to do anything to resolve it.......
VA metal is actually a little immaterial in this case. What matters is the code that you're ticketed under.
 

notzac

Established Member
Joined
Oct 6, 2008
Messages
2,811
VA metal is actually a little immaterial in this case. What matters is the code that you're ticketed under.
..it's still a ridiculous situation, given that a) it's 2014, and b) VA relies heavily on partners to provide it with an international network. VFF, is there any good reason why codeshare flights in particular are such a pain to have credited? This is far from an isolated case..
 

TomVexille

Enthusiast
Joined
Nov 12, 2013
Messages
11,017
..it's still a ridiculous situation, given that a) it's 2014, and b) VA relies heavily on partners to provide it with an international network. VFF, is there any good reason why codeshare flights in particular are such a pain to have credited? This is far from an isolated case..
I totally agree that it's ridiculous. But that's the situation with many airlines.
 

morgs

Junior Member
Joined
Sep 27, 2010
Messages
13
So let me get this straight - Virgin printed my boarding pass from their own computer, but need to send this information to Etihad, who then send it back to Virgin - all to confirm that I actually was on their plane?
 

notzac

Established Member
Joined
Oct 6, 2008
Messages
2,811
My understanding (which may be wrong): EY as the airline marketing/selling the flight in your case has the "master" PNR, irrespective of whose metal you fly. So when you fly on an EY-coded VA flight, VA transfers the flight details to EY first to ensure the points are credited according to what's in the master record. EY should then see the VA FQTV number and send an earn file back to VA with your details, which VA then use to credit your account.

Given it's 2014, this should all happen quickly and automatically .. :rolleyes:
 

cssaus

Active Member
Joined
Dec 13, 2004
Messages
936
My understanding (which may be wrong): EY as the airline marketing/selling the flight in your case has the "master" PNR, irrespective of whose metal you fly. So when you fly on an EY-coded VA flight, VA transfers the flight details to EY first to ensure the points are credited according to what's in the master record. EY should then see the VA FQTV number and send an earn file back to VA with your details, which VA then use to credit your account.

Given it's 2014, this should all happen quickly and automatically .. :rolleyes:
More often than not, the crediting ends up having to be done as a manual process following a retro claim.....far from satisfactory
 
Joined
Jul 30, 2010
Messages
499
Hi morgs, apologies for the delay in response. Has your flight posted yet? If not, please PM me your details and I'll be pleased to look into this for you.

As a recent Platinum Velocity member (along with being Qantas Platinum for almost 10 years), and being a couple of hundred status credits off companion Platinum - I find it almost incomprehensible how the service for Platinum Velocity is soooo bad.

I recently had a business class trip to the UK ticketed as Etihad (EY) flight numbers - with the SYD - AUH on Virgin Aircraft (as a side point the seats, with the mattress, and the service were fantastic!!!). With my velocity membership number as part of the booking (and shown on the boarding passes), the Abu Dhabi to UK legs (on Etihad) had points and status credits issued within a few days. Now (three weeks later), after many phone calls and emails, I'm still waiting for for the status credits and points to be credited - even though I flew on a Virgin Plane!!!! This kind of thing never, ever, ever happens with Qantas - I'm really trying to like you Virgin, but it's just so difficult!

To date no-one at Virgin seems interested in following this up, or can explain how this can occur..........it just seems like a case of "computer says no!"
 

marki

Established Member
Joined
Feb 11, 2010
Messages
3,142
I wanted to continue this thread with another experience where I wanted to say Virgin why are you so difficult? After flying in from Christmas Island via Cocos with out issues I connected next day to Melbourne only for them to say my bag is overweight! ( bike box) it's 24 Kg and I paid for it ( extra bag fee). My other suitcase 17.5 kg - yes they ask me to unpack my bike! To somehow take a kg off.

However there is a gentle man at baggage services who was completely sensible and saw - that it was on the ridiculous side. I was unpacking in front of him. He helped me by-pass the front checkin dragon I had been dealing with. Who asked me to stand in the queue again! How many times Virgin I am suppose to stand in line for checkin 3 x times or is once sufficient ?

Finally common sense prevailed but why push me to one world so much?
 

ekys

Junior Member
Joined
May 6, 2012
Messages
35
Having gone from platinum to gold and back to platinum in the last three cyckds, I have found my return to platinum VA CS is like dealing with a different, inferior airline.

Im still waiting on VA ticketed EY J class flight from April 11 to be credited. First attempt at retro was rejected as I entered EY instead of VA flight number. The call centre point blank refused to enter the claim when I called to enquire and only a follow up call where I pointed out how disinterested VA suddenly seems got any movement.
That said, April 11...its May 20 now and it was a VA ticket. The mind boggles.
 
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