A Velocity Frequent Flyer Gold member travelling on South African Airways says that Virgin’s partner airline refused to honour multiple advertised status benefits.
AFF member muppet wrote on the AFF forum that South African Airways refused to provide priority check-in and priority baggage when departing recently from Johannesburg. This is South African Airways’ home airport, so you would expect the staff there to be familiar with the airline’s various partnerships.
This frequent flyer also noted that their Velocity Gold status did not appear on their South African Airways boarding pass. However, they were granted access to the South African Airways Lounge in Johannesburg.
This isn’t the first time this has happened. Another AFF member had a similar experience last year. They wrote on the AFF forum:
I had the same thing happen when flying SAA in December last year. Arrived in Johannesburg and was flying SAA to Durban. Staff refused to allow me my extra baggage allowance as a velocity platinum member. I had just flown from Australia so had extra luggage that I was now not able to check in. Asked to speak to a manager who said she had never heard of any partner benefits for virgin australia/velocity frequent flyers. In the end I had to pay for an additional bag
Brittany239 on the AFF forum
What benefits should Velocity members receive on South African Airways?
When travelling on South African Airways, a Virgin Australia partner airline, Velocity members should receive the following benefits:
- Priority check-in (Silver, Gold & Platinum)
- Additional checked baggage allowance (Silver, Gold & Platinum)
- Access to South African Airways Lounges, available in Johannesburg, Cape Town, Durban and Gqeberha (Gold & Platinum)
- Priority baggage
- Priority boarding
We understand that the same benefits apply to SAA Voyager Silver, Gold and Platinum members when flying on Virgin Australia. However, we cannot find a page on the South African Airways website that clearly shows this.
Inconsistent recognition and benefits when flying Virgin’s partner airlines is a common source of complaints among Velocity Frequent Flyer members. However, the problem is usually the inconsistency of the different advertised benefits on different partner airlines, rather than not receiving the benefits that are advertised.
South African Airways staff reminded of partnership benefits
Virgin Australia has passed on muppet‘s feedback to its counterparts at South African Airways after we brought this issue to the airline’s attention. Virgin says it will ensure the South African Airways teams are reminded of the partnership details.
Have you been denied advertised status tier benefits when flying with South African Airways, or another Velocity partner airline? Let us know on the AFF forum:
