Change to SQ Earn Rates

[bcworld]

No reply to my 2nd Email. I am surprised you guys are getting responses. Is there a specific Email for WP members?

[email protected]

 

[N860CR]

It goes to the same people now anyway.... so frustrating the way Velocity has gone.

This seems like one for the ACA. I don't see much in the terms that they can use to sneak out of this one.

 

[SheikYerbouti]

I've had an email back from the Gold customer service team (enquired via website form), and their email said I can retrospectively apply for consideration after the travel, but points awarded are dependant on the partner airline. I have replied that I am most worried about the Velocity SCs not points. Let's see if they reply.

 

[bullerdude]

From the T+C's... not in our favour unfortunately

3.2 We can (in the case of VRPL) make changes to any aspect of Velocity Frequent Flyer and the Terms and Conditions at any time by updating the Velocity Website, the Velocity eStore website or (in the case of a Program Partner) the relevant Program Partner website, or by notice to Members’ postal or email address. We do not have to give Members any other notice of changes, even if the changes affect or remove features of Velocity Frequent Flyer, Member Benefits and or Program Partners. However, We will try to give Members reasonable notice of changes which are materially detrimental to the membership as a whole, or if We introduce or change any fees in accordance with clause 26.1.

 

[Scarlett]

I've had an email back from the Gold customer service team (enquired via website form), and their email said I can retrospectively apply for consideration after the travel, but points awarded are dependant on the partner airline. I have replied that I am most worried about the Velocity SCs not points. Let's see if they reply.

In bold above - what? and how?
I’ve seen this comment a few times now. But. It’s VFF. They own their own program and they own the terms and conditions, so they own the earn rates. The partner airline merely tells VFF that you flew and the fare code. VFF then determines what to award you. See QF simpler and fairer: QFF determines some points/SC higher for some partners, and lower for others, because QFF sets their own earn rates.

Am I missing something with VFF here or are they just trying a cop out answer? SQ do not determine what the Velocity program awards you, they merely report the fare code. VFF can then choose to apply their pre or post 1 Mar (or 13 Mar) earn rates.

 

[serfty]

Am I missing something with VFF here or are they just trying a cop out answer? SQ do not determine what the Velocity program awards you, they merely report the fare code. VFF can then choose to apply their pre or post 1 Mar (or 13 Mar) earn rates.

SQ compensate Velocity for points awarded by Velocity for travel on eligible SQ marketed flight bookings.

I don't believe they compensate VA for Status Credits awarded.

 

[andyhui01]

I can't understand why they can't compromise and credit SC's and not points then. I am a WP and my renewal is up end of may. I needed the last 30 SC's missing to maintain WP and I am sure as hell not giving VA extra revenue by doing a Status run because of this.

I am not on my fifth Email all a week apart, 2 were not responded to. 2 were responded with we will follow up and no other Emails and 1 yet to be responded.

VA gives out points as compensation for minor things like candy. I am sure they can get Velocity to give out some SC's

 

[serfty]

I think it may be time to consider this:

www.airlinecustomeradvocate.com.au

This may be useful to some soon enough - just make sure you have at least two VA customer service references for failed attempts at resolution before initiating.

More here: The Airline Customer Advocate (ACA)

 

[McLarin]

Has anyone had any success in having their SC's changed? I recently flew from MNL to SIN on a W fare and was credited the new earn rates despite having booked these flights in October. I plan to use the template set out on page 2 in order to claim back the SC's.

 

[Mr Pumblechook]

I received a reply to my email on 30 March in line with what others have reported - saying these are the new rates but we'll see if we can negotiate something with SQ.

Nothing heard back yet but it seems appropriate to give 14 days.

 

[Must...Fly!]

Am I the only one who finds this "we'll negotiate" thing hilariously sad, and that this should have been sorted before any announcement made?

 

[Deleted member 29185]

From the T+C's... not in our favour unfortunately

Are you sure?

Those T's&C's say they can change anything at any time. They don't say they can retrospectively change anything at any time, otherwise they could say VFF will never earn points from the commencement of the program (was it 2006) and tell us all we owe them money (in some cases, large sums) back!. My reading is that they can change things from the March date (if in fact they updated their web site at that time), but no earlier.

 

[Mr Pumblechook]

AFAIK they updated their website on 13/3 with a 1/3 effective date.

I'm pretty sure SQ's fare changes were public knowledge for months beforehand.

 

[Bagpuss]

Following my recent flight, I queried the earn rate (which I kept in the message that I had been previously advised the old rates would apply) and been told it needs to be passed onto Singapore Airlines for consideration. I am going to wait a week or so for a response prior to following up again.

Where I probably have the issue is also going forward. If you book a PE flight in which a segment doesn't have PE and you are put into Economy the automatic fare is most likely a "W" class fare in which earns Status Credits at "Discount Economy" and points of "Economy" as 0.75 per mile instead of 1 per mile.

 

[andyhui01]

Got an update via phone call after another Email (finally). Person on the phone confirmed they will honour my old rates. They need more time as SQ had to credit it and they are working with them.

Ps. My flight in question was in between the 6th March. YMMV especially on those that took flights after it was more widely announced on ausBT

 

[grubbidok]

Got an update via phone call after another Email (finally). Person on the phone confirmed they will honour my old rates. They need more time as SQ had to credit it and they are working with them.

I'm still confused as to what this all means. This certainly seems like an area where VA should suck it up and credit the old SCs and points straight away, and should then be doing the negotiation behind the scenes. They should also do so whether or not SQ coughs up, after all, most of us (including me for a flight next month) booked these tickets on the terms advised at the time of booking.

 

[Mr Pumblechook]

I received a points and SC adjustment in my account today, so I've now earned at the rates that applied when I booked my SQ flight.

Rubbish process but a good and (I think) fair outcome.

 

[McLarin]

My parents have received their points adjustment. I'm still awaiting my adjustment. Hopefully within the next couple of days

 

[andyhui01]

points adjustment received . Would have been nice to get an Email to say it was done.

 

[Bagpuss]

I've logged onto velocity and noticed an increase of points and notice a lot of "Loyalty Points" and "Bonus Points Adjustment". Agree it would have been nice to have received an email.

So I wonder if this is across the board or just those who have contacted Velocity.