Zuji booking "Not valid for earn"

[grubbidok]

After nearly two weeks I've finally had the flights posted in my Velocity account, with two legs (BNE-SYD; SYD-BNE) that I purchased via Zuji being classed as "not eligible for earn".
This leaves me now 10 points shy of Gold (assuming they can find my lost Canberra flights, as they've credited only one leg of the return journeys).
Does this sound right? AFAIK the fares were eligible.

 

[bullerdude]

After nearly two weeks I've finally had the flights posted in my Velocity account, with two legs (BNE-SYD; SYD-BNE) that I purchased via Zuji being classed as "not eligible for earn".
This leaves me now 10 points shy of Gold (assuming they can find my lost Canberra flights, as they've credited only one leg of the return journeys).
Does this sound right? AFAIK the fares were eligible.

I don't see any specific references to tickets from travel agencies or third part sites being excluded from points earn. Unless it comes under (i) as it could be a discounted ticket.

I would call Velocity find out. If the simply tell you flight from third party sites are not eligible, ask them to point out exactly where it says that and ask them to discuss with a manager.

9.6.3 Unless otherwise specified, Points are not earned for the following:
(a) for tickets which are unused (in whole or part) or refunded (in whole or part). If a Member does not travel on all Flight Sectors of an Itinerary, they will not earn Points in respect of the unused Flight Sectors;
(b) for others flying with the Member (even if the Member has paid for their ticket);
(c) travel on charter flights (unless otherwise specified at time of booking);
(d) flights purchased as part of a packaged holiday (such as through Blue Holidays);
(e) subject to clause 9.6.5, tickets issued as Air Rewards, including Any Seat bookings;
(f) tickets issued by other loyalty programs;
(g) travel industry rebated tickets;
(h) competition prize tickets;
(i) tickets acquired at an auction;
(j) travel by Virgin Australia team members on duty or on staff concessional travel;
(k) travel under certain Government or corporate travel arrangements;
(l) on tickets which are subject to any specific provisions excluding the accumulation of Points which may include, for example and without limitation, discounted tickets; or
(m) ground or sea transport services with a Virgin Australia or airline partner flight number.

 

[samh004]

Do you know what fare they booked into at the time, it might say in the itinerary you received from them?

 

[grubbidok]

No, it doesn't have anything on Fare, beyond the fact it was a Sale fare. I'm unsure as to how to tell the fare code, as it wasn't given by Zuji or Virgin itinerary.

It was the same flight I'd seen on the Virgin site, though I booked with Zuji to avoid CC fees (lesson learnt?). I think I may have been dudded with a non-earning discount fare, despite at no stage being given any indication this would be so. I'll check with Virgin though TBH after their recent form can't admit I hold out hope of them being helpful.

I don't get it. I've booked sale fares on Zuji before without issue, and the sales fares this month seem to have been okay. It makes me hesitant to ever use them again.

I'm a bit miffed as I only needed 10 SCs to get to Gold, and so bought these tickets. Now it looks as though I'm going to miss it. I wouldn't have bothered, or would have booked different flights, if I'd known.

 

[mella2007]

Definitely give them a call or send an email, as you'll probably find even if the fare excluded you from earning, that they will do in good faith with all the changes that have happened

 

[jneufeld]

I have just noted the same thing in my account for a Zuji booking, called up and it has been escalated to be looked at by admin. Definitely another systems glitch.

 

[bullerdude]

No, it doesn't have anything on Fare, beyond the fact it was a Sale fare. I'm unsure as to how to tell the fare code, as it wasn't given by Zuji or Virgin itinerary.

Stick your VA reservation code ino https://www.virtuallythere.com

On the booking summary pages, click the "view eTicket reciept" in the Next Steps column.

Then click on the 'Ticket Number' which will bring up the eTicket.

In the ticket info column, there will be a Fare Basis code - the first Letter is you fare class.

For instance the booking class of the following fare basis code is 'Q Class'

Fare Basis:QZDAP3

Unless its a very odd code, it should be eligible for earn.

 

[serfty]

Do you still have the BP(s)?

The booking class¹ is generally listed.

¹ Single character fare bucket code.

 

[jneufeld]

Do you still have the BP(s)?

The booking class¹ is generally listed.

¹ Single character fare bucket code.

For the record mine was S class which is a Saver Lite fare.

 

[grubbidok]

At this point I could only find one boarding pass, which indicates that sector was a T class fare, so it should have been eligible. Looks like there must still be a Zuji glitch so will call up to see what occurs.

 

[777]

If it weren't for this thread i wouldn't know that you could book VA via Zuji and save on CC fees. That's a very handy tip (assuming they work out the other bugs).

Any other sites that do the same? Is there a catch that i should be aware of?

 

[grubbidok]

If it weren't for this thread i wouldn't know that you could book VA via Zuji and save on CC fees. That's a very handy tip (assuming they work out the other bugs).

Any other sites that do the same? Is there a catch that i should be aware of?

Until now I'd not had a problem. Though from the forum quotes it looks as though it seems to be just a migratory glitch that will be resolved. The only thing I've found, which isn't a problem for me but I know irks some people, is that a return domestic booking usually gets posted as two itineraries, rather than the one booking. That's never worried me though.

Also bear in mind any changes have to go through Zuji, not VA. It can be more expensive and coughbersome. I've found it best for booking the junk fares where CC seems nearly as much as the flight. Anything more complex and I'd prefer going through VA.

 

[jneufeld]

If it weren't for this thread i wouldn't know that you could book VA via Zuji and save on CC fees. That's a very handy tip (assuming they work out the other bugs).

Any other sites that do the same? Is there a catch that i should be aware of?

You need to manually add your VFF number, either over the phone or online

 

[grubbidok]

Called the call centre and they confirmed the Zuji flights were in T class, and that they were mistakenly not credited due to migration. So should be added soon (within 3-5 days was the word).

On another note, even though VA's communication has been terrible in terms of acknowledging concerns or keeping everyone notified during the migration, the call centre has been quick, responsive, always immensely helpful and courteous (even if the quality of the line between here and KL/wherever is sometimes a little rough). Just thought that needed to be acknowledged. Goes equally for the ground and flight staff who I've found remarkable helpful during this phase. VA management should take note.

 

[grubbidok]

Has anyone actually had this problem fixed yet? I've called twice, been told it was definitely a mistake, that they should have earned points and that they fixed it while on the phone. Twice. Still nothing there.

 

[jneufeld]

Yeh I have had this fixed, they manually add the points to your account. It was done after talking to someone in Brisbane about it, they had it escalated and was resolved the next day.

 

[grubbidok]

Not here. Just a lowly Silver at the moment. Can't get anyone in Brisbane, and apparently 'manual add' doesn't mean the same thing on the OS service.

 

[jneufeld]

Not here. Just a lowly Silver at the moment. Can't get anyone in Brisbane, and apparently 'manual add' doesn't mean the same thing on the OS service.

I have been told multiple times that no-one can manually add points and that it must be done through admin. If you have tried multiple times try submitting a feedback form, you will get a response from someone in Australia from Guest Relations, they have got back to me within 3 days.

 

[grubbidok]

I have been told multiple times that no-one can manually add points and that it must be done through admin. If you have tried multiple times try submitting a feedback form, you will get a response from someone in Australia from Guest Relations, they have got back to me within 3 days.

Submitted a feedback form last week and another on a previous issue before that. Have also been promised phone calls in 3-5 days numerous times. Have never had anyone get back.

This has been an ongoing issue (Have so far called them 8x and submitted form 2x about various mix-ups). As I lose 120SCs on Feb 8 I'm trying to get this resolved to gain Gold (hence the slight obsession) before the window closes. Otherwise I have to go back to QF (even though my preference is to change over to VA). Have been on the phone for 45 mins again today (just hung up now and was commenting during the wait times in the call).

For the record, I was told they would be in my account in 3 days (again).

 

[grubbidok]

Just received a phone call from Shanka (??) saying that as I booked through a travel agent the zuji flights weren't eligible, period. He said third party travel agent flights weren't eligible!*

Told him that I have a boarding pass from the flights that says differently (T class, an eligible code). I also told him that it wasn't an agent, but a website like Expedia or Webjet, that it is in fact a Virgin partner (Blue Holidays is Zuji), and that Zuji flight bookings** have always been eligible through the site, and that others I know have already received credits from theirs.

He also asked me to spell Z-U-J-I (this is the third time we've spoken!), as he'd not heard of the website and thought that he should probably check it out before getting back to me. FFS! This is the 8th time (yes 8!) I've called (well, they called this once) to try and get these things sorted.

*But as these new staff are super helpful, but have little idea of what's actually going on, I simply assumed this isn't actually correct.

**I think that Blue Holiday fares aren't eligible as part of the package. But as I've never taken one I don't actually know. I've always had direct booking Zuji flights accredited though.