CBR-SYD-ADL in J - SCs less than advertised

[Zips-Numerate-Viscosity]

I recently flew CBR-SYD-ADL on a J ticket. According to the Virgin Australia booking page, such flights should give me 110 Status Credits. The first attached image illustrates an example flight, and the same is true for any J ticket to/from Canberra via Sydney, even though CBR-SYD or SYD-CBR will be in Economy on the Link Airways-operated Saab 340 turboprop aircraft (which only has Economy seats).

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

Has anyone tried getting Virgin to give them the extra 30 SCs? I can understand why the CBR-SYD leg only gives 25 SCs, but if this is Virgin's policy, then the booking page is completely misleading, as there's no way to get 110 SCs when booking a J ticket.

(For context, I'm close to Velocity WP, so I'm keen to ensure I get all the SCs that I'm eligible for.)

 

[Keilobyte]

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.

 

[knagelli]

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.

 

[Ade]

@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.

 

[knagelli]

@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.

 

[Bagpuss]

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.

 

[Zips-Numerate-Viscosity]

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,

 

[Ade]

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

 

[Happy Dude]

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

 

[Happy Dude]

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



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.

 

[AustraliaPoochie]

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.

 

[Ade]

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 I 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.

I understand your points. The issue here is not the lounge or J seats themselves, but the VA website shows 110 sc for the trip that included CBR-SYD leg, paid as J fare, eticket issued as J fare. I understand that CBR-SYD is operated by Link on a Saab 340, but given that this service runs with a VA number, sold as J fare, the customer is eligible for the 55 J sc not the 25 Flex Y that was awarded.

All the customer is asking is - give me what you have shown on the website, what was advertised and for which I have paid $. It is not the customers problem is VA’s website showed the incorrect number of SC (although to be fair, it’s not the incorrect number, the number is correct, it is just that the operating carrier don’t have frames with J seats, again, not customers problem) VA website sold me the J seat and I want the J SC’s that paid for.

 

[AustraliaPoochie]

If it was me running the VFF, I would put 2 data points in the calculator.
CBR - MEL/CBR - BNE would earn 55, but with link (airlines) CBR - SYD would earn 25.
Guessing with them not willing to change the wording on their website, its false advertising, but from their pov its fair and legal, as they still fly CBR - MEL, and this is where the full SCs are earnt.
But that is me.
Hope for the outcome OP is looking for, I am not linked to VFF employment wise, so not sure what the outcome might be.
If I was doing that route from now on, and wanted to feel the lounge or get J seats, or the SC haul, I would fly CBR - MEL.
Imagine paying J rates and only getting Y service.

 

[Happy Dude]

There is no SC earn calculator but earn tables. Here's Domestic:



I and several others have paid for Business and have tickets that show Business as the fare type. This is why the website shows 55 SC earn when booking. If I wasn't WP, I'd be entitled to lounge access and priority check-in, boarding and luggage as would anyone on a business ticket in accordance with the website description. So why not the SCs? It's a stuff up or glitch that they're not handling very well in the OP's case.

 

[Bagpuss]

You mean all 737-700, one of the rented ones?

What's the obsession with the -700 being leased / "rented"?

When I flew recently on a KLM airframe, someone boarding said to the crew member on boarding "oh operating a leased plane again?"

To my knowledge, excluding the Fokker 100's, 100% (or a very high percentage) of the Virgin Australia is leased or mortgaged.

 

[AustraliaPoochie]

CBR - MEL, yes, 55 SC is right/correct.
But it shouldn't be for CBR - SYD.

 

[Ade]

But it shouldn't be for CBR - SYD.

Nah .... It should be the same SC (55 SC) as any route under 750 miles sold by VA ... Unless of course there is explicit note in the VA website that there will be different SC earned when flying FC operated flights (sold by VA as a J seat on a VA flight number) under 750 miles.

 

[Ade]

but from their pov its fair and legal,

No, it is not. As mentioned earlier, any VA flight under 750 miles, in J, will earn 55 SC ... There is no mention of who operates the flight. The e-ticket issued by VA shows the class as "BUSINESS". So it is only fair that as a paying customer, I expect J SCs. VA has not made it explicitly know that flights operated by FC (which are usually Saab 340s and hence Y only cabin) earn different SC rates.

as they still fly CBR - MEL

Let's imagine a pax flying CBR-MEL on a Choice fare - how many SC's you reckon the pax will earn? If your answer is 15 (according to the table above), then that is the same amount of SC a pax flying CBR-SYD will earn, SYD-MEL will earn ... If the earn rate on a Y ticket is same across any city pair under 750 miles, why should it be any different when flying on a J fare. You see where I'm coming from?

Hope for the outcome OP is looking for, I am not linked to VFF employment wise, so not sure what the outcome might be.

AGree. Hope the OP gets the 55 SCs for the leg flown. This will be me next week, so fingers crossed.

 

[love_the_life]

Seems to be an issue when SYD is a transit - if booking CBR - SYD as a stand alone flight the VA booking page shows 'Business - not available' so can't be booked as J at all. All flights CBR - SYD are on the Saabs, similar to the QF Dash 8.

 

[Must...Fly!]

It's an issue across the entire network where you book a connection but one flight doesn't offer a J cabin. I haven't been game enough to book and try. Another example is MEL-ADL-PER vv where the ADL-PERvv sector is operated by B737-700 or A320