What are Velocity "base" points ?

[bsteele]

Sorry for newbie question but can't find answer despite combing Virgin/Velocity website and definitions.

Recently (April) travelled KUL-AUH-LHR Business (W) with Etihad but quoted Velocity FF number.
Currently Silver with Velocity.

Velocity website has Etihad Business (W) points earn rate per mile as 1.5 points, and Silver Velocity members earning a "points bonus on miles flown on top of the base points earned" of 25%. So when the points came through, my velocity statement showed

Kuala Lumpur - Abu Dhabi Base points: 5210 Bonus Points: 868
Abu Dhabi - Heathrow Base Points: 5114 Bonus Points: 852

The Base points look OK but the Bonus points look to be 25% of an earn rate of 1 point for mile.
I had assumed that the Business 1.5 points per mile was the "base" as per the Statement, and I'd get 25% of this as bonus but is this wrong?

Had found on previous experience the Velocity phone help line and emailing a very long winded and excruiating process, with lots of varying and completely opposite advice given by differing staff, so thought maybe someone knowledgable could enlighten me whether it's worth starting an enquiry with Velocity.

Thanks for your input.

 

[samh004]

In business you're effectively getting 50% more and as a Silver you get 25% more, so it does work out if you look at it that way. The base will always be "1". You'll get more or less than that dependant on the class you book into, and then the bonus for status.

Probably doesn't help they use one system for class of travel, 1.0, 1.5 etc and another for status bonus, 25%, 50% etc




 

[MYT105]

I spoke to Velocity last week about missing points and also raised the issue with them as I had the same thing from SYD-AUH-LHR and they are looking into it and I assume will get back to me as the person I spoke indicated it was not correct on my account. Will post once I hear anything from them.

 

[bigbadbyrnes]

At the moment, for my booking booked and ticketed through VA from BNE to CDG via SYD and AUH, the base points are calculating as you would predict (the rate for the relevant class multiplied by the miles travelled), but the BONUS appears to be calculated on not the "Base" points, but as a percentage of the mileage. That is, a Platium bonus of 100% will give you 1 bonus point per mile, a Gold status bonus of 75% will give you .75 bonus points per mile and Silver status bonus of 50% will give you .5 bonus points per mile.

Per the website, https://www.velocityrewards.com.au/content/Earn/Airlines/PointsEarn/index.htm#virginaustralia "Silver, Gold and Platinum members earn a Points bonus on miles flown on top of the base Points earned" then "Silver 50%", "Gold 75%" and "Platinum 100%" in little logos.

I don't know how anyone could read that, then conclude that the words convey the meaning that bonus points are 100% of a mile per point for Plat, 75% of a mile per point for Gold and 50% of a mile per point for Silver. It is never stated anywhere that the 'normal' or nominal or standard base rate on which a bonus is calculated is 1 point per mile. On any reasonable careful reading of the site, one would conclude that the bonus applies to 100%/75%/50% of the base points earned, or "points earn rate per mile". What else could it possibly be based on what is there to be read?


I'm quite disappointed that it isn't made clear. How hard is it to simply say "Silver, Gold and Platinum members earn a Points bonus on miles flown on top of the base Points earned" then "Silver 0.5 points per mile", "Gold 0.75 Points per mile" and "Platinum 1 point per mile". Amateurish, really. I am about call Velocity on other issues anyway, I will mention this to them while I'm on the phone and also put something in writing to them - of all the issues they are currently facing, this is literally a 5 minute job to fix up.

 

[bigbadbyrnes]

Is this topic covered in any other thread? I have searched but can't find jack.

 

[pshepvic]

It's interesting - Qantas give 1 point per mile base on most fares/airlines. Then the cabin and status bonuses where applicable are added on, calculated on the base points (which is the same as miles, although some airlines I think discount economy is less than 1 point/mile). So 1000 miles in J as a Platinum = 1000 + 500 (J class 50% bonus) + 1000 (WP bonus 100%). They don't calculate it as 1500 for J and then add 100% based on that (which would be 3000, instead of 2500).

I can only assume this is what Virgin intended to do, but it appears they have inadvertently written the rules to say that it's calculated on base
points (not miles), but still set the system based on an intention to calculate on the base miles only.

Is there an "enhancement" on it's way to the rules do you think?


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[bullerdude]

I had a rather long but decent discussion with the velocity service desk about this situation as I recently flew MEL-AUH-LHR and noted that the bonus points seemed less then described on the website. Furthermore, despite booking a Business Deal Virgin flight which is sold as a VA code in 'I' class, I was only awarded the bonus points at EY rates.

From the call I learned two things:
1. Bonus points are based on the Miles flows, not the class point earn rate (as previously described in the thread)
2. The velocity reward system awards points for flights sold as VA (but on EY metal) at EY rates.

After reading the velocity website a number of times, I can still not see these two facts clearly described. In fact, I believe that the velocity website leads one to believe the exact opposite of these facts.

I will also point out that the service desk could not answer these question straight away and in fact needed clarification from some more senior people before they could give me an answer - so it would seem that even Virgin does not fully understand how the system is currently setup.

Evidently I am not the only person affected by the current setup of the 'status bonus' system so I have send a detailed email to Velocity describing the 'differences' between the website and the information received from the service desk. Hopefully they will have a look into this situation and either update the system or the website to clarify how 'status bonus' actually works.

But until changes are made, I made the point that bonus points should be awarded based on how the website currently describes them, otherwise it could be said that virgin is making false claims about the velocity program.

I am hoping to see some action from virgin and i'm sure a few more email to virgin wouldn't hurt

Matt

 

[pshepvic]

Might be an idea to put it in writing to the GM of Loyalty for Virgin (Phil Gunter). He's a great guy and would be more than willing to hear feedback - particularly when the terms and website say something different to what is happening.


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[bullerdude]

I am happy to report that Virgin has acted on my comments regarding the points earning when flying Etihad but with a VA ticket. Additionally, I have been told that they are reviewing the wording on the website regarding bonus points.

So thanks Virgin for caring for your customers!!

Hi Matt,

I have now heard back from the management team regarding your points and it is a system issue. I have added in xx_X points to your account to make up for the difference in the missing points. I have taken the bonus points given at 25% and 50% and given them again to reflect 50% and 100% bonus points.

If you have any further enquiries please don’t hesitate to contact.

Regards

Person