Velocity Fixing Status Credit Error

Matt Graham
Virgin Australia Boeing 737-800 cabin interior business and economy
Photo: Virgin Australia.

Velocity Frequent Flyer is working to resolve an issue that has seen some members receive fewer status credits than advertised at the time of booking.

The issue affects some mixed-cabin bookings, where a passenger books a Business Class fare but only Economy seating is available for part of the journey.

Virgin Australia does not offer Business Class on all flights

For example, there is no Business Class available on routes like Canberra-Sydney (operated by Link Airways) or intra-Queensland routes operated by Alliance Airlines. There is also no Business Class cabin on some of Virgin Australia’s Boeing 737-700 and Airbus A320 aircraft.

Link Airways Saab 340 at Canberra Airport
A Link Airways Saab 340 at Canberra Airport. Photo: Matt Graham.

The Virgin Australia website still sells Business Class itineraries where one or more sector has no Business Class seating available. The ticket is priced as a Business Class fare and the passenger is still entitled to Business Class benefits including the extra baggage allowance. However, the passenger will sit in an Economy seat on the sector where Business seating is not available.

This is clearly shown when booking on the Virgin Australia website:

VA MEL-GLT booking with Economy seating on one sector
Screenshot from the Virgin Australia website.

When booking some of these mixed-cabin itineraries, Virgin Australia advertises on its website that customers will still receive the full Business Class status credits for all flights.

For example, if booking a flight from Melbourne to Gladstone via Brisbane in Business, Virgin’s website shows that you’ll earn 135 status credits. That’s the sum of the Business Class status credits from Melbourne to Brisbane and Brisbane to Gladstone, even though the Brisbane-Gladstone flight only has Economy seating.

VA MEL-BNE-GLT booking
Screenshot from the Virgin Australia website.

This is not necessarily the case on mixed-cabin itineraries where the longer flight is in Economy. For example, if you book a ticket from Melbourne to Perth via Adelaide, and the Adelaide-Perth flight is in Economy, you’ll only receive Economy status credits for that sector. But the airfare in this case is much lower than a Business Class ticket all the way to Perth.

Velocity intentionally provides Business status credits on some mixed-cabin itineraries

In our view, it’s reasonable that Velocity gives Business status credits on the Economy sector in instances where the customer is still paying for a Business Class airfare.

It’s a similar story when booking a Business Class ticket from Canberra to Adelaide via Sydney. As Business Class isn’t available from Canberra to Sydney, that short leg books into Economy…

VA CBR-SYD-ADL booking with Economy on one sector
Screenshot from the Virgin Australia website.

But customers should still receive Business Class status credits for both flights, according to the Virgin Australia website:

VA CBR-SYD-ADL booking
Screenshot from the Virgin Australia website.

It costs around the same price to fly from Canberra to Adelaide via Melbourne in Business Class. On that routing, Virgin provides Business seating on both flights.

Velocity members are not receiving the advertised status credits

The problem is that Velocity Frequent Flyer is not actually crediting members with the advertised rate of status credits on these itineraries. Instead, members are receiving status credits at the Economy Flex rate for those short connecting flights.

Numerous Australian Frequent Flyer members have encountered this issue and posted about it on the AFF forum.

Velocity is fixing this problem

The good news is that Velocity Frequent Flyer is aware of this issue and is now working to resolve it as soon as possible.

In the meantime, if you’re affected by this error, you can contact the Velocity Membership Contact Centre to request your missing status credits. The staff are able to manually process the difference between the advertised status credits and what you actually received.

Indeed, numerous AFF members have successfully received their missing status credits after calling Velocity.

Velocity Frequent Flyer has apologised to affected members for the inconvenience.

Join the discussion on the Australian Frequent Flyer forum
Matt Graham
The editor of Australian Frequent Flyer, Matt's passion for travel has taken him to over 70 countries… with the help of frequent flyer points, of course!
Matt's favourite destinations (so far) are Germany, Brazil & Kazakhstan. His interests include economics, aviation & foreign languages, and he has a soft spot for good food and red wine.

You can connect with Matt by posting on the Australian Frequent Flyer community forum and tagging @AFF Editor.
Matt Graham
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K Keilobyte Feb 19, 2023 #1

I would contact VA directly and put this question to them. The booking page is very clear in that it is offering you 110 SC for the route, even to this day, and you have been given much less after the fact. I would request the additional 30 SC be credited. If you're on twitter perhaps give their twitter team a DM, I've found them quick to respond in the past and direct queries to the relevant people.

Reply 1 Like

k knagelli Feb 19, 2023 #2

However, when I checked my activity (second attached image), I only received 25 SCs for the CBR-SYD leg of my flight.

Can you confirm the booking class on the CBR -- SYD leg ; I am sure it must be J but just in case if it has any other booking class which explains the less number of SCs credited.

Reply 1 Like

A Ade Feb 19, 2023 #3

@Zips-Numerate-Viscosity - I have the exact same trip coming up this week. I was also promised in the flight selection page that I will be getting 110SC ... Will report back when my trip is done ...

I'd also be keen to how you go with VA please.

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k knagelli Feb 19, 2023 #4

@Zips-Numerate-Viscosity - I have the exact same trip coming up this week. I was also promised in the flight selection page that I will be getting 110SC ... Will report back when my trip is done ...

I'd also be keen to how you go with VA please.

I would suggest keeping the screen grab of the page showing the eligible status credits just in case VA don't want to honor crediting the correct number of status credits.

Reply 1 Like

B Bagpuss Feb 20, 2023 #5

Funny enough I was looking at flight recently which was Business Class, though one leg was an economy only A320. I double checked routing against other flights which were B737-800 with business class and the status credit earned remained the same.

It's a case I think to contact Velocity, as per the screenshot they are very clear on the SC earn rate. I'd recommend emailing them so you have the screenshot.

It's probably in the too hard basket for them to have the variable in the display on the website.

Reply 1 Like

Z Zips-Numerate-Viscosity Feb 21, 2023 #6

I just called Virgin Australia, and they explained that I only received 25 SCs for the CBR-SYD leg, as it was a Flexible flight. I explained that I'd like to dispute this assertion on the basis that it is false advertising (per the booking page), and that I'd like to send an email. They gave me the email address: [email protected].

For those playing along at home, some quick DuckDuckGoing suggests that you can also email [email protected], [email protected] or [email protected], depending on your status.

Email text

Hi Velocity Frequent Flyer Gold Membership Team,

I am a Gold member of the Velocity Frequent Flyer program, and I look forward to being upgraded to Platinum membership soon, based on my upcoming travel plans with Virgin Australia.

I write to claim some missing status credits.

As per the attached itinerary (2023-02-17-cbr_adl.pdf), I flew Canberra to Adelaide via Sydney in Business Class on Friday 17 February 2023.

According to the Virgin Australia booking page, I should have received 110 Status Credits for this booking. Please find attached a screenshot (2023-02-20-virgin_booking_cbr_syd_adl.png) of the equivalent booking on Monday 20 February 2023; I cannot search the booking page for dates in the past.

However, as per the attached screenshot (2023-02-20-velocity_status_credits.png), I was only credited 25 Status Credits for the Canberra to Sydney flight. This results in 80 Status Credits for the booking (including 55 Status Credits for Sydney to Adelaide).

Thus, I am missing 30 Status Credits that I am eligible for.

I called Virgin Australia earlier today, and the employee asserted that I only received 25 Status Credits for the Canberra to Sydney flight because it was a Flexible flight.

It is true that I flew in Economy on this flight, because the flight is on the Link Airways-operated Saab 340 turboprop aircraft, which only has Economy seats.

However, Virgin Australia's booking page states that I am eligible for 110 Status Credits for this booking. In fact, the Virgin Australia booking page lists 110 Status Credits for any Business Class booking to/from Canberra via Sydney. Furthermore, my itinerary clearly states that the "Fare Type" for the Canberra to Sydney flight is "BUSINESS".

Thus, I request that you:

  1. Credit 30 additional Status Credits to your account, as per the attached itinerary and booking page.
  2. Either:
    1. Update your Status Credit system to ensure that Business Class flights to/from Canberra via Sydney receive 110 Status Credits OR
    2. Update your:
      1. Booking page to ensure that Business Class flights to/from Canberra via Sydney clearly list 80 Status Credits instead of 110 Status Credits AND
      2. Itinerary-generation system to ensure that Business Class flights to/from Canberra via Sydney clearly list the fare type for the Canberra to Sydney flight as an Economy-class flight.

In the event that you choose option 2.2 (80 Status Credits, not 110), I request that you honor the current itinerary and booking page, and credit me with the 30 additional Status Credits that I am eligible for.

I look forward to receiving your reply.

Kind regards,

Auto reply

Hi,

Thank you for submitting your enquiry to Velocity Frequent Flyer, please note reference number #xx_xx_XX with our Membership Contact Centre Team as confirmation.

We aim to respond to your enquiry within 2 business days.

If your matter is urgent and requires an urgent response, please contact us on one of the phone numbers listed below for immediate assistance.

Please take this email as confirmation that your enquiry has been received and is in queue. We ask that you do not submit another enquiry unless it is for a different booking or enquiry other than what has already been submitted.

Thank you again for submitting your enquiry with Velocity Frequent Flyer.

Kind Regards,

Reply 5 Likes

click to expand...
A Ade Feb 21, 2023 #7

I just called Virgin Australia, and they explained that I only received 25 SCs for the CBR-SYD leg, as it was a Flexible flight. I explained that I'd like to dispute this assertion on the basis that it is false advertising (per the booking page), and that I'd like to send an email. They gave me the email address: [email protected].

For those playing along at home, some quick DuckDuckGoing suggests that you can also email [email protected], [email protected] or [email protected], depending on your status.

Email text

Hi Velocity Frequent Flyer Gold Membership Team,

I am a Gold member of the Velocity Frequent Flyer program, and I look forward to being upgraded to Platinum membership soon, based on my upcoming travel plans with Virgin Australia.

I write to claim some missing status credits.

As per the attached itinerary (2023-02-17-cbr_adl.pdf), I flew Canberra to Adelaide via Sydney in Business Class on Friday 17 February 2023.

According to the Virgin Australia booking page, I should have received 110 Status Credits for this booking. Please find attached a screenshot (2023-02-20-virgin_booking_cbr_syd_adl.png) of the equivalent booking on Monday 20 February 2023; I cannot search the booking page for dates in the past.

However, as per the attached screenshot (2023-02-20-velocity_status_credits.png), I was only credited 25 Status Credits for the Canberra to Sydney flight. This results in 80 Status Credits for the booking (including 55 Status Credits for Sydney to Adelaide).

Thus, I am missing 30 Status Credits that I am eligible for.

I called Virgin Australia earlier today, and the employee asserted that I only received 25 Status Credits for the Canberra to Sydney flight because it was a Flexible flight.

It is true that I flew in Economy on this flight, because the flight is on the Link Airways-operated Saab 340 turboprop aircraft, which only has Economy seats.

However, Virgin Australia's booking page states that I am eligible for 110 Status Credits for this booking. In fact, the Virgin Australia booking page lists 110 Status Credits for any Business Class booking to/from Canberra via Sydney. Furthermore, my itinerary clearly states that the "Fare Type" for the Canberra to Sydney flight is "BUSINESS".

Thus, I request that you:

  1. Credit 30 additional Status Credits to your account, as per the attached itinerary and booking page.
  2. Either:
    1. Update your Status Credit system to ensure that Business Class flights to/from Canberra via Sydney receive 110 Status Credits OR
    2. Update your:
      1. Booking page to ensure that Business Class flights to/from Canberra via Sydney clearly list 80 Status Credits instead of 110 Status Credits AND
      2. Itinerary-generation system to ensure that Business Class flights to/from Canberra via Sydney clearly list the fare type for the Canberra to Sydney flight as an Economy-class flight.

In the event that you choose option 2.2 (80 Status Credits, not 110), I request that you honor the current itinerary and booking page, and credit me with the 30 additional Status Credits that I am eligible for.

I look forward to receiving your reply.

Kind regards,

Auto reply

Hi,

Thank you for submitting your enquiry to Velocity Frequent Flyer, please note reference number #xx_xx_XX with our Membership Contact Centre Team as confirmation.

We aim to respond to your enquiry within 2 business days.

If your matter is urgent and requires an urgent response, please contact us on one of the phone numbers listed below for immediate assistance.

Please take this email as confirmation that your enquiry has been received and is in queue. We ask that you do not submit another enquiry unless it is for a different booking or enquiry other than what has already been submitted.

Thank you again for submitting your enquiry with Velocity Frequent Flyer.

Kind Regards,

Oh boy! Looks like I’d have to do the same next week !! Thank you @Zips-Numerate-Viscosity

Reply 1 Like

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Happy Dude Feb 21, 2023 #8

I too am in this boat next week, specifically selecting J to max the DSC offer. The booking class on my ticket says "Business".

Reply 1 Like

Happy Dude Feb 22, 2023 #9

@AustraliaPoochie No. ADL-MEL is 55 SC and MEL-CBR (and SYD) is 55 SC in J.

View image at the forums

Issue here is that CBR-SYD vv is sold as J with 55 SC stated in the booking but only 25 SC awarded as the route is treated as flexible, presumably due to no J seats on the aircraft type.

Bit surprised that this hasn't been discussed before, but that could be because it's a new stuff up. Be handy if someone who's flown on a J ticket on an all whY plane between CBR-SYD vv could post a screen shot of the SC earn.

Reply 3 Likes

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AustraliaPoochie Feb 22, 2023 #10

You mean all 737-700, one of the rented ones?
Possibly.
Or it was a "stuff up".
I got it mixed up, thought it was the same as the red roo, so put in my waffly 40, but then I checked, VAd has SYD - CBR and vv as 55, not 40.
Had to go to work, so took my waffly off, ie, deleted it.
Only thing I can think of, is they (VA) have put in the all Y 737-700 routings into the mix, even if in real life, OP still had flown the 737-800 with a J cabin.
Solution?
Hard to say, as OP had contacted VA and its now them, ie their VFF team.
Paws crossed tho.
Edit: just checked, according to flightaware, VOZ657 is that Saab340 with link, had thought that it would not carry the VAd flight number.
Guess 25 VFF SC flex fare earn rate is correct then.
Very most likely, 110 VFF SC was when VAd used to fly their own aircraft to between SYD - CBR, but they have now outsourced the flight to link, so its only 25 as flex, but they will keep the extra money paid, OP thinking it was be J all the way.
VA schrewdness I would say.
+++
The gall of VA.
See how cunning they are.
If you go to the VA website, and look for fares SYD -CBR or vv, for any dates, it will show as (unavailable).
So, they want you to book with the link website, and enter your booking there, ie, sale at fares with no J, no lounge access, nothing.
But if you put in another city to start with, or end with, then its ok to buy a J fare, but of course, SYD - CBR is in Y, as VA do not fly this sector on their own aircraft, at all, any days.
If you tag on another city to or from CBR, yes, you can book on the VA website, with out getting access to the VA lounge in CBR, on CBR - SYD sector.
Very few flights, VA does have a direct ADL - CBR flight, on the 737-800 with a J cabin.
Next time, go via MEL?
Or direct if SC are important to you.
Avoid link if SC earning is important.

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