4-12 Weeks to claim Etihad points on Velocity???

[haydensydney]

That's really bad. Did you try PMing Virgin Australia?

Yeah - he got me the info that the points had been credited to the phantom/random Etihad Guest number... but didn't offer to take it further with EY (e.g. ask EY to reverse the points crediting to the random and correctly assign to my VA number).

I won't be flying with VA until this is sorted as my partner and I have QC (and shortly arriving CX Marco Polo Diamond) - so we will fly QF as we can use the lounges at least. Sigh.

 

[haydensydney]

Update: Resolved

The kind Virgin Australia has intervened and I now have my treasured status credits - which bumps me into GOLD category

Many thanks

 

[antycbr]

Great outcome after a big battle. I hope that VA get their house in order with this in the future, with more partners coming on board and more complexity of earning rules, neither the customer or VA can afford to have these transactions going wrong on a frequent basis.

The work of the VA reps is great, and much appreciated, but it shouldn't be necessary if the processes work properly in the first place.

 

[haydensydney]

The work of the VA reps is great, and much appreciated, but it shouldn't be necessary if the processes work properly in the first place.

Thats right: If I had been a normal pleb who didn't know about AFF, could you imagine the drama in trying to get this sorted via the normal channels? I think my case is the exception rather than the norm, and I will certainly be letting Centurion know about this case for future bookings so I don't have to go through this again.

 

[wyvern]

Thats right: If I had been a normal pleb who didn't know about AFF, could you imagine the drama in trying to get this sorted via the normal channels?

Indeed

I think my case is the exception rather than the norm, and I will certainly be letting Centurion know about this case for future bookings so I don't have to go through this again.

Judging by these pages I am not so sure that yours is the exeption.

The VA presence on here and on FT is great and the having proactive reps is brilliant but the company should be delivering a seamless service

Thanks again to VirginAustralia for sorting my first EY flights posting. Return is tomorrow so we will see if the return flights post more seamlessly...

 

[777]

My most recent experience...

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[TR="bgcolor: transparent"]
[TD="bgcolor: transparent"]05 Oct 11[/TD]
[TD="bgcolor: transparent"]21 Sep 11[/TD]
[TD="bgcolor: transparent"]Abu Dhabi-Melbourne[/TD]
[TD="bgcolor: transparent, align: right"]80[/TD]
[TD="bgcolor: transparent, align: right"]xx_[/TD]
[TD="bgcolor: transparent, align: right"]xx_[/TD]
[TD="class: last, bgcolor: transparent, align: right"]xx_[/TD]
[/TR]
[TR="class: alt, bgcolor: transparent"]
[TD="bgcolor: #E9E9E9"]05 Oct 11[/TD]
[TD="bgcolor: #E9E9E9"]14 Sep 11[/TD]
[TD="bgcolor: #E9E9E9"]Abu Dhabi-Istanbul[/TD]
[TD="bgcolor: #E9E9E9, align: right"]40[/TD]
[TD="bgcolor: #E9E9E9, align: right"]xx_[/TD]
[TD="bgcolor: #E9E9E9, align: right"]xx_[/TD]
[TD="class: last, bgcolor: #E9E9E9, align: right"]xx_[/TD]
[/TR]
[TR="bgcolor: transparent"]
[TD="bgcolor: transparent"]05 Oct 11[/TD]
[TD="bgcolor: transparent"]13 Sep 11[/TD]
[TD="bgcolor: transparent"]Melbourne-Abu Dhabi[/TD]
[TD="bgcolor: transparent, align: right"]80[/TD]
[TD="bgcolor: transparent, align: right"]xx_[/TD]
[TD="bgcolor: transparent, align: right"]xx_[/TD]
[TD="class: last, bgcolor: transparent, align: right"]xx_[/TD]
[/TR]
[TR="class: alt, bgcolor: transparent"]
[TD="bgcolor: #E9E9E9"]05 Oct 11[/TD]
[TD="bgcolor: #E9E9E9"]21 Sep 11[/TD]
[TD="bgcolor: #E9E9E9"]Istanbul-Abu Dhabi[/TD]
[TD="bgcolor: #E9E9E9, align: right"]40[/TD]
[TD="bgcolor: #E9E9E9, align: right"]xx_[/TD]
[TD="bgcolor: #E9E9E9, align: right"]xx_[/TD]
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[/TR]
[/TABLE]

 

[notzac]

Nearly a month to credit in some of those cases - pretty dismal I've gotta say. Would sure be nice to have an explanation of what VA intend to do to correct this situation..

 

[Virgin Australia]

Nearly a month to credit in some of those cases - pretty dismal I've gotta say. Would sure be nice to have an explanation of what VA intend to do to correct this situation..

Sorry what was the question here?

Its been discussed previously that all airlines back-end systems are different and cross-pollinating info such as FF program information can take some time. Remember there are quite a few lines of data to process, due to the fact that data files are exchanged roughly every month.

 

[notzac]

Sorry what was the question here?

Its been discussed previously that all airlines back-end systems are different and cross-pollinating info such as FF program information can take some time. Remember there are quite a few lines of data to process, due to the fact that data files are exchanged roughly every month.

I'm struggling to understand how, in 2011, what should be a 100% automated process that normally takes a few days and at most a week is taking a *month*. Compare yourself to your competition - QF tends to get partner flights automatically credited inside of a week, and in my experience *A carriers usually credit flights to each other overnight.

A month for me to worry about whether or not the flight is going to credit and give me points that I might be sweating on to make a redemption before they all dry up or status credits that I might be sweating on to retain or earn a status tier just isn't acceptable.

If it genuinely takes that long, I sincerely hope that the IT folk from VA and EY see this as a problem to be fixed rather than something that "just is".

 

[kpc]

This is only for retro claims - add your membership number when you book and the Points should be on within 4 weeks max - VA and DJ within 7 days.

i'm sorry to say there is a bug in the system somewhere with points from partner airlines crediting to Velocity. In July, the inbound sector of our Mh flights posted automatically but the outbound didn't. We had to submit a retro claim, and it took a full 8 weeks before we saw the points in our Velocity account. Obviously, the system had recognised our Velocity number (applied at booking) on one sector but not the other. Also, waiting 8 weeks was rather long, I thought!

 

[777]

I'm struggling to understand how, in 2011, what should be a 100% automated process that normally takes a few days and at most a week is taking a *month*.

I agree with you on this but ...

Compare yourself to your competition - QF tends to get partner flights automatically credited inside of a week, and in my experience *A carriers usually credit flights to each other overnight.

That's actually not true to my experience. I have had mostly awful experience with QF partners crediting. I had 6 months and 2 claims getting Jetstar star class international miles to credit. Recently it took several claims to get 3/4 legs to Beijing and back with Cathay Pacific to credit. The last leg is still lost in limbo. I have no status with QF so YMMV but let's not pretend the system works perfectly over there.

If it genuinely takes that long, I sincerely hope that the IT folk from VA and EY see this as a problem to be fixed rather than something that "just is".

Totally agree that it should be on the VA IT "to do" list.

 

[notmensa]

Virgin America - 5 months and counting....

I'm still waiting for flights on Virgin America - from MAY - to credit. I've put in THREE retro claims to Velocity Rewards Gold and still no result. Why does it take so long? I could perhaps understand it if the flights were booked directly with VX, however these were booked through the VA call centre, as part of VA fares (SYD-LAX-SFO & ORD-LAX-BNE-SYD). Seriously Velocity, this is NOT. GOOD. ENOUGH.

 

[straitman]

Re: Virgin America - 5 months and counting....

I'm still waiting for flights on Virgin America - from MAY - to credit. I've put in THREE retro claims to Velocity Rewards Gold and still no result. Why does it take so long? I could perhaps understand it if the flights were booked directly with VX, however these were booked through the VA call centre, as part of VA fares (SYD-LAX-SFO & ORD-LAX-BNE-SYD). Seriously Velocity, this is NOT. GOOD. ENOUGH.

Have you sent a PM to the Virgin Australia rep on this forum :?:

 

[notzac]

That's actually not true to my experience. I have had mostly awful experience with QF partners crediting. I had 6 months and 2 claims getting Jetstar star class international miles to credit. Recently it took several claims to get 3/4 legs to Beijing and back with Cathay Pacific to credit. The last leg is still lost in limbo. I have no status with QF so YMMV but let's not pretend the system works perfectly over there.

I've actually had a pretty good run with QF - the only airline that didn't credit properly in under a week was a JQ flight - I've otherwise had flights from BA, AA, MX and EI all credit properly and without any prompting.

 

[pauly7]

I agree with you on this but ...



That's actually not true to my experience. I have had mostly awful experience with QF partners crediting. I had 6 months and 2 claims getting Jetstar star class international miles to credit. Recently it took several claims to get 3/4 legs to Beijing and back with Cathay Pacific to credit. The last leg is still lost in limbo. I have no status with QF so YMMV but let's not pretend the system works perfectly over there.



Totally agree that it should be on the VA IT "to do" list.

You seem to have some bad luck... I've never had a delay with QF/QF partners barr one and that was because I forgot to put my number in haha! Oh and 5 days for a JQ flight before they fixed the system - now JQ are all next day.

Don't get me started on my Emirates / DJ experience and Velocity 'Shop and not earn'!!

Hope they are noting for improvement.

 

[AaronBradford]

Hmm ... To follow on with this thread it's been 12 weeks since my outbound EY flight and almost 8 weeks since my inbound flight, and still no points or SCs in my Velocity account nor my girlfriend's. Our respective Velocity accounts were attached to our bookings when they were made. Going to be giving them a call later today I think. :-|

 

[benji_25]

Has any body had any trouble getting Status and points from flights booked with Etihad and noting a VA FF number credited? Specifically when using Plusgrade or a Paid Upgrade in AHU has been used. Half my flights show up as O Points and O status Credits on my Velocity account and the ohter half do not show up at all. Etihad tell me they can't help me and I can not get a response out of velocity.

Thanks

 

[Aus ATC]

Master Aus ATC recently flew BNE-MEL-AUH-MUC on EY, with his Velocity FF number quoted in the booking. After 10 days, the MEL-AUH and AUH-MUC legs both posted (to his family pooled account, which is actually mine ), but the BNE-MEL flight (EY flight number on VA metal) is yet to post (3 weeks later). I will be calling Velocity soon.

 

[williamsf1]

Has any body had any trouble getting Status and points from flights booked with Etihad and noting a VA FF number credited? Specifically when using Plusgrade or a Paid Upgrade in AHU has been used. Half my flights show up as O Points and O status Credits on my Velocity account and the ohter half do not show up at all. Etihad tell me they can't help me and I can not get a response out of velocity.

Thanks

You will need to contact Velocity for this as the upgrades are put into X class. X is technically a “ non earn” class , however you will get points based on the original paid class. You will need to call up to sort out and explain