Beware - issue redeeming 'Bonus Confirmed Complimentary Upgrade'

[medhead]

Or you book 2 separate sectors ROK-BNE, BNE-SYD, and upgrade the second one.

 

[alister]

Then my bags do not go straight through.

 

[notzac]

Given the comments regarding how status credits will be earned on multi-sector flights once Sabre is up and running, I'd suggest that this may also fix the problem you've had with applying an upgrade to one sector of your journey. Give it another go in a week or two and let us know if it's fixed or not

 

[bullerdude]

I had a similar issue. 5 upgrades to use by 13th April 2013 so thought I would book a flight from Rocky to Sydney via Brisbane. I booked fully flexi so I could upgrade the Brisbane to Sydney sector as the Rocky to Brisbane sector is in the fokker and no upgrade available. I rang the customer service centre to get the Bris-Sydney upgrade only to be told that as the first sector was flying skywest I could not apply the upgrade. I pointed out the T&C's state that you can apply an upgrade to a sector. The guy told me NO. I called again to be told the same thing. I asked them to show me where it says that and they couldn't. They said I could cancel the flights and book each leg separate but then I had to pay a cancellation fee and my bags would not be checked through. There is another direct Rocky to Sydney flight but there are no PE or Business on it either. So basically I cannot use my upgrades as the majority of my flights are to or from rocky which means I have to either use VA with no available PE or Business or skywest and then I am not eligible for my other sectors. So unless you fly in and out of a city/town serviced by larger aircraft your bonus upgrades are almost worthless. I have complained to Virgin Australia about this so will wait to see what they say.

Did you go through the Guest Service Centre or Velocity Platinum? I know its been discussed many times but I agree with your point about the T+C's - The way they read to me is you are eligible to upgrade any VA (or as current DJ) sector that you choose so long as their is availability.

Call Velocity plat, ask to speak to a supervisor or manager, point them to 13.14 in the T+C's and ask them why you are not eligble for an upgrade as clearly articulately in the agree terms of service. Upon receiving the expected unsuitable reply, advise them that you wish to make an official complaint as they are breaching their own T+C's. I can provide the contact details for people at corporate HQ who deal with these for high-status member if you like, or alternatively I have found their social media people very responsive.

If you have already complain in this way then good on you for taking a stance. I think everyone is a little fed up with the 'we cannot do it' reply that VA gives out just a little too often.

13.14 In each Total Benefit Period, Platinum Members are entitled to redeem a Complimentary Fare Upgrade from a Flexi Fare to a Premium Economy Class or Business Class fare on four Virgin Australia domestic Sectors (Complimentary Fare Upgrade).

 

[alister]

Did you go through the Guest Service Centre or Velocity Platinum? I know its been discussed many times but I agree with your point about the T+C's - The way they read to me is you are eligible to upgrade any VA (or as current DJ) sector that you choose so long as their is availability.


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I called the number on the back of my velocity platinum card. I did point out the 13.14 in the T&C's. all I got was sorry, we can't do it. I asked for them to give me the link to where it says I can't. They couldn't but still said no. I like VA otherwise and always try and fly them. Shame they do not look after their loyal regional customers.

 

[oz_mark]

sector that you choose so long as their is availability.

13.14 is not be all and end all of this. Availability is the key here, and section 13.18 helps out what this means:

13.18 Complimentary Fare Upgrades are subject to the availability of seats assigned for upgrades by Virgin Australia. Some flights may have no upgrades available.

Given that, how are they breaching the T+Cs?

 

[alister]

13.14 is not be all and end all of this. Availability is the key here, and section 13.18 helps out what this means:

oz_mark: sorry for the confusion, I was trying to be brief. VA actually said there was seats available, infact all was good until they tried to actually do the upgrade then they would put me on hold then come back and say it can't be done because the first sector was on a non upgradeable flight. (due to their being No physical premium or business seats on the plane). I actually said take 2 upgrades from me (one for each sector) and just apply one to the brissy - sydney flight and I would be happy, but they wouldn't even do that.

In the greater scheme of things its just an hour flight so no big deal but its the fact I booked a more expensive fare so I could get the upgrade, I could have paid over $100 less and been happier.

 

[oz_mark]

oz_mark: sorry for the confusion, I was trying to be brief. VA actually said there was seats available, infact all was good until they tried to actually do the upgrade then they would put me on hold then come back and say it can't be done because the first sector was on a non upgradeable flight. (due to their being No physical premium or business seats on the plane).

Fair enough - I have heard of this, and I hope this sort of thing goes away once the transition to Sabre is done, and the whole Navitaire seeming hack of 'formal connections' is done away with.

 

[alister]

Response from Virgin:

Dear Mr Waller

Firstly, thank you for your email. Receiving feedback from our members ultimately helps us to improve our program.

Unfortunately, complimentary upgrades cannot be utilised when flying on a ticket which includes sectors operated by our airline partners. For this reason you have been unable to use your complimentary upgrade as one of your sectors is to be operated by Skywest. Complimentary upgrades are available on domestic flights marketed and operated by Virgin Australia where an upgrade seat is available.

On behalf of Velocity Frequent Flyer, please accept our sincerest apologies for the disappointment caused. When it comes to looking after our members, whilst we do aim high, we are always looking for ways to improve.

I have passed your email on to the Velocity Frequent Flyer management team so they too can hear what you have to say.

Should you have any further enquiries regarding your Membership, feel free to contact us at this email address, or call the Membership Contact Centre on the telephone numbers below.

Yours sincerely

Oscar
Velocity Frequent Flyer
____________________________________
Velocity Membership Contact Centre:
Australia - 131 875
New Zealand - 0800 230 875
Everywhere else - +61 2 8667 5924

 

[bullerdude]

Did you press '2' and key in your velocity number? If you press '1' you end up at the regular call centre, you have to press '2' to get the velocity platinum.

I guess that reply was expected but I find it somewhat amusing that he has contradicted himself.

Unfortunately, complimentary upgrades cannot be utilised when flying on a ticket which includes sectors operated by our airline partners. For this reason you have been unable to use your complimentary upgrade as one of your sectors is to be operated by Skywest.

Not stated in the TOS which it should be...

Complimentary upgrades are available on domestic flights marketed and operated by Virgin Australia where an upgrade seat is available.

I'm guessing that your Bris-Syd flight is a Virgin Flight (DJ Code) flight being operated by Virgin?? If so then according to that line they should upgrade you.


I would fire that email of the the facebook team and ask them why the website and TOS fails to mention anything it - and mention that you booked more expensive fares for the point of upgrading. Last time I had an issues this is what I did and they were very responsive. In fact, they put it was the was through to HQ and I ended up with a refund of my complimentary flight upgrades due to the bad experience.

Other than that, I really do hope these frustrating problems are sorted with Sabre coming online.

 

[alister]

Bullerdude: thanks, yes I pressed 2 and entered my number. My Bris-Sydney flight is a DJ flight. I have already replied to them basically saying what you said and asked for a refund of the fare difference as I paid the extra so I could upgrade. have to wait and see. I hope it is fixed with the new system as well otherwise my upgrades are pretty well useless when flying from here which is what I normally do.

cheers

 

[alister]

Just to update: I had a couple of calls from Virgin. one to say they would look into it and get back to me within a week, the other to say they have applied an upgrade to the Brisbane to Sydney leg of my Rocky to Sydney flight (via Brisbane). So all good Now I just hope it happens all the time so I can actually use these free upgrades.

I am enjoying this forum, keep up the good work.

 

[tuapekastar]

Just to update: I had a couple of calls from Virgin. one to say they would look into it and get back to me within a week, the other to say they have applied an upgrade to the Brisbane to Sydney leg of my Rocky to Sydney flight (via Brisbane). So all good Now I just hope it happens all the time so I can actually use these free upgrades.

I am enjoying this forum, keep up the good work.

Good news! I noticed in your OP that you said you had until 13 Apr 2013 to use 5 upgrades. Apologies if it sounds like I'm trying to teach you how to suck eggs (I'm not ), but is that your status renewal date? Where I'm headed is that you do not need to use the upgrades in the qualifying year, just have them booked by the the anniversary date, even if they are flown beyond that date..

 

[alister]

Thanks, thats good to know. I hope to do a rocky - sydney - melbourne return around then and will try to use up the upgrades then.

alister

 

[smart1999]

Just called DJ to book my last "bonus complimentary upgrade" for a SYD-PER flight. But before we could even check dates I was told that this route is not eligible for free upgrades. WTF? They quoted me the T&C:

22.1.3 Bonus Complimentary Fare Upgrades are subject to the availability of seats assigned for upgrades by Virgin Australia. Some flights may have no upgrades available.

And said that certain flights and routes may be excluded. And at the moment (as I told them I used it for the same route just 2 months ago) there wouldn't be any upgrade seats released for ANY of the SYD-PER route.

They couldn't tell me when the T&C changed but has anyone heard this or was it just a completely useless agent?

 

[williamsf1]

Just called DJ to book my last "bonus complimentary upgrade" for a SYD-PER flight. But before we could even check dates I was told that this route is not eligible for free upgrades. WTF? They quoted me the T&C:

22.1.3 Bonus Complimentary Fare Upgrades are subject to the availability of seats assigned for upgrades by Virgin Australia. Some flights may have no upgrades available.

And said that certain flights and routes may be excluded. And at the moment (as I told them I used it for the same route just 2 months ago) there wouldn't be any upgrade seats released for ANY of the SYD-PER route.

They couldn't tell me when the T&C changed but has anyone heard this or was it just a completely useless agent?

assume you are booked on a Flexi fare ? if so you just had a useless agent .... nothing as changed ...

 

[Mak404matt]

Just called DJ to book my last "bonus complimentary upgrade" for a SYD-PER flight. But before we could even check dates I was told that this route is not eligible for free upgrades. WTF? They quoted me the T&C:

22.1.3 Bonus Complimentary Fare Upgrades are subject to the availability of seats assigned for upgrades by Virgin Australia. Some flights may have no upgrades available.

And said that certain flights and routes may be excluded. And at the moment (as I told them I used it for the same route just 2 months ago) there wouldn't be any upgrade seats released for ANY of the SYD-PER route.

They couldn't tell me when the T&C changed but has anyone heard this or was it just a completely useless agent?

I upgraded a PER-SYD yesterday. Useless agent for sure!

 

[Cessna 180]

Hello,

Just earlier this afternoon booked a flexi mel-per for tomorrow and decided to ring up call centre to use a complimentary upgrade.

Was informed that catering not assured as was inside the 24hr period.

I informed the agent that I thought that was a bit poor as I presumed that if I paid for business ticket that catering would be assured.

Anyway I decided not to bother as they had me in row 10A of economy.

About 5 minutes later the girl rang back and said she had looked into it and could now confirm that catering is now assured.

A good result all around I though and excellent service from Virgin, will be interesting to see how it goes as rarely do I travel business class.