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

[Zips-Numerate-Viscosity]

I flew CBR-SYD-BNE on J on 9 March, and the same thing happened - 25 SCs for CBR-SYD. When I called up to get the extra SCs, the operator said it was a Y seat, so only 25 SCs. This time, however, I pushed back (politely but firmly) and said that the itinerary says a Business fare type. They asked me to email [email protected] and then read out the automatically-generated reference number to them, so they could view the itinerary (not sure why they couldn't see it on their system). After what felt like forever on hold, they credited the extra 30 SCs.

I'm now at 993 SCs - I was so tempted to ask for 7 SCs to be gifted to me for my inconvenience of having to do this twice (so I get to WP), but I thought that might be pushing my luck. I'm flying BNE-CBR in J soon, so I won't get the 55 SCs as part of my VP review cycle, but at least I'll get to WP for the first time .

Never, ever again will I fly on J booking with Y segments if there's a half-decent alternative.

What's the process for requesting that AFF contact Virgin Australia to get this issue properly sorted? I mean, I get IT projects take a while, but 4 years is a bit ridiculous?

 

[Jurahn]

But even VFF PS do still get (free) 2 entries into the any VAd lounges, tho.
Sounds like "nit" picking, in your case Jurah.
Its something called the "deter" principle, (edit: "compete, deter and win", as in the West Point mil thingo.
When they did let you in, its most likely under the usage of one of your entries under your VFF PS free entry.

No, I'd already used the two free passes I had on my VFF membership, as I had to make a couple of trips that year to see my elderly father, so it wasn't anything to do with those.

 

[Jurahn]

I flew CBR-SYD-BNE on J on 9 March, and the same thing happened - 25 SCs for CBR-SYD. When I called up to get the extra SCs, the operator said it was a Y seat, so only 25 SCs. This time, however, I pushed back (politely but firmly) and said that the itinerary says a Business fare type. They asked me to email [email protected] and then read out the automatically-generated reference number to them, so they could view the itinerary (not sure why they couldn't see it on their system). After what felt like forever on hold, they credited the extra 30 SCs.

I'm now at 993 SCs - I was so tempted to ask for 7 SCs to be gifted to me for my inconvenience of having to do this twice (so I get to WP), but I thought that might be pushing my luck. I'm flying BNE-CBR in J soon, so I won't get the 55 SCs as part of my VP review cycle, but at least I'll get to WP for the first time .

Never, ever again will I fly on J booking with Y segments if there's a half-decent alternative.

What's the process for requesting that AFF contact Virgin Australia to get this issue properly sorted? I mean, I get IT projects take a while, but 4 years is a bit ridiculous?

Sorry to hear you had to go through the same rigmarole again, but it doesn't surprise me, and neither does the response you initially received when you called.

When I had to call to follow up the email I sent, after no reply for nearly two weeks, the CSO (who was GREAT, by the way) told me there were notes on the system from whoever had dealt with the query saying that I wasn't entitled to the missing SCs, so if I hadn't followed up, it would not have progressed any further. It wasn't until she escalated it up the chain that I received the SCs - I was also relieved that she actually listened to my full explanation without trying to talk over me or give me the standard "not eligible" line.

Surely VFF must have had enough of these queries by now to know the system is issuing the wrong SCs for these flights and there should be something in their "playbook" to advise the CSOs what to do in this situation, but it appears not, as the answer is always the same - "Y flight, so not eligible". Or do enough people not check to see whether they've been issued the correct SCs, so VFF just keep getting away with it?

 

[Carrots]

Or do enough people not check to see whether they've been issued the correct SCs, so VFF just keep getting away with it?

Nailed it. The average Joe wouldn't realise.

 

[Happy Dude]

So, to close out my experience in this saga, I have now also been awarded 110 SCs for my CBR-SYD-OOL Business ticket (D). But only after calling and being very insistent to the point of forceful.

VFF were sticking to their "policy" of awarding SCs on the basis of cabin class actually travelled. I just explained that I had specifically booked and paid extra for a Business ticket during the DSC promo and that the website showed 110 SCs so anything else was unacceptable, and that I was aware that the CBR-SYD flight was economy seating. Took an hour to sort and involved escalation to a manager. The bonus SCs and eligible sectors were also applied.

However, my situation was made even muddier as my CBR-SYD flight was cancelled and there were no J seats left between SYD-OOL. They moved me to a direct CBR-OOL flight but there were no J seats on that flight either. So we ended up in whY. I specifically asked the lounge service desk about ORC and she said "yep you'll get SC's for the booking you made". Got the same response, "They'll look at the overall journey", when I asked about the SCs for a CBR-OOL boarding pass with "Economy" printed on it. Upon entry to the lounge they also said that my daughter (VFF Red) would also be allowed into the lounge on her J ticket. So there's plenty of room for local interpretations @Jurahn!

I also asked, rather speculatively, about compensation for the downgrade. At first I was told there wouldn't be any, which didn't really bother me as it meant that I didn't have to go via SYD. But I was put through to VA who saw my status and then transferred me to a Platinum team (?), inferring that lower tiers might get diddly, and now I'm awaiting some unquantified cash refund. I said I'd be happy with a few points each or a couple of upgrade certificates for my next flight but no, it's cash back to my card used for the booking.

In this situation again, I would ask to be re-routed via MEL, provided the flights worked, and taken the SCs for the route actually flown .

So we got there in the end. VA did the right thing, eventually, and I too learned that booking CBR-SYD in J is to be avoided.

 

[AustraliaPoochie]

If you just want the plain whY/flexY SC at the base rate, and don't mind Y cabin, CBR - SYD on a turbo prop either way with VA or QF is ok, if you have things to do SYD way, but if SC earn is not important, link is ok, but if to retain status, then going via MEL for the J cabin available, yes, that is important.
I have used the Dash8 before, just to try it out, not bad for short journeys.

 

[AFF Editor]

It looks like multiple AFF members have experienced this issue of the Economy sector on mixed-cabin itineraries earning Flex Economy status credits, even though the Virgin Australia website advertises that it will earn at the Business rate.

There was also some more recent discussion about this glitch here: Velocity Double Status Credits July/August 2023

We've been in touch with Velocity Frequent Flyer and they tell us they're now working to resolve this as soon as possible.

https://www.australianfrequentflyer.com.au/velocity-fixing-status-credit-error/

 

[Jurahn]

It looks like multiple AFF members have experienced this issue of the Economy sector on mixed-cabin itineraries earning Flex Economy status credits, even though the Virgin Australia website advertises that it will earn at the Business rate.

There was also some more recent discussion about this glitch here: Velocity Double Status Credits July/August 2023

We've been in touch with Velocity Frequent Flyer and they tell us they're now working to resolve this as soon as possible.

https://www.australianfrequentflyer.com.au/velocity-fixing-status-credit-error/

Thanks for the update, great to hear they're FINALLY fixing this issue. Not before time though, seeing as it's been a problem for at least 4 years.

 

[PERLHR]

Thanks for the update, great to hear they're FINALLY fixing this issue. Not before time though, seeing as it's been a problem for at least 4 years.

Indeed it's about time this issue is resolved. Cut some of the silly promotional rubbish VA and sort things that effectively is rogue selling and false information.

 

[straitman]

It looks like multiple AFF members have experienced this issue of the Economy sector on mixed-cabin itineraries earning Flex Economy status credits, even though the Virgin Australia website advertises that it will earn at the Business rate.

There was also some more recent discussion about this glitch here: Velocity Double Status Credits July/August 2023

We've been in touch with Velocity Frequent Flyer and they tell us they're now working to resolve this as soon as possible.

https://www.australianfrequentflyer.com.au/velocity-fixing-status-credit-error/

I am also glad to hear this is finally being resolved as we are owed 2 X 30 SC which is enough for me to gift Gold to my wife. I have rung twice and filled in a claim all without results thus far.

After several more phone calls including one with a 'Premium Desk' person who was totally wrong I did get it sorted and my wife is now VA Gold.