Contradictory Info re Plat upgrades

[tuapekastar]

I noted that I received no points or SCs from a recent MEL-PER flight which I upgraded to J, using my 'bonus' comp upgrade, from a purchased flexi fare.

Processed Date Activity Date Description Status Credits Velocity Points Base Bonus Total
xx Sep 12 yy Sep 12 MEL-PER One Way 0 0 0 0

(note that the 'Processed' date was 5 days prior to the 'Activity' (flight) date, apparently this activity was 'processed' the day I booked, before I flew, which seems unusual to begin with.
My understanding (and past experience) was that I should have earned points/SCs as per the flexi fare purchased.

Checked the itinerary that was e-mailed to me and noticed this statement on it:

VELOCITY POINTS: Unless otherwise specified, Points and Status Credits are not earned for travel on Velocity Upgrade Fares. This is
subject to change at the discretion of Velocity Rewards Pty. Ltd.

This, as I noted above, does not match my earlier experiences this year for return MEL-PER comp upgraded flights, and this statement does not appear on those itineraries.

I then looked in the Velocity T&Cs and found these two statements (13.19 seems particularly relevant):

7.7 Status Credits will be applied to Members based on the fare class purchased rather than what was actually flown.

13.19 Platinum Members will earn Status Credits and Points for Complimentary Fare Upgrade flights based on the original fare class booked.

The only possible thing I can think of is that they treat the 'bonus' upgrade issued to many (all?) Gold and Platinum members a month or so ago (and this was the upgrade that was used) differently to the 4 comp upgrades issued to Platinum members. But even that sounds suss.

I will chase it up with them, but curious as to whether other members have experienced the same total 'non-earn' on complimentary upgrade flights (or have any other light to shed).

PS. As an aside, my history checking seems to indicate that I earned full J SCs on a comp upgrade MEL-PER-MEL earlier this year when I should only have earned at flexi rates. I had not twigged to this at the time (honest ), but it is irrelevant now as am in a new year and fulfilled an offer to retain Platinum. The SCs due (or at least I think due) from this trip are important in context of any requalification I attempt in this membership year.

 

[medhead]

Is the process date the same day that you requested the upgrade?

 

[tuapekastar]

Is the process date the same day that you requested the upgrade?

Yes, all done in the one phone call on that day (booking online taken through to last page, phoned to ensure upgrade inventory available, when confirmed I completed the booking, provided the PNR to the phone person and they processed the upgrade).

 

[markis10]

You should get the original class fares and points, call them!

 

[muppet]

Yes, all done in the one phone call on that day (booking online taken through to last page, phoned to ensure upgrade inventory available, when confirmed I completed the booking, provided the PNR to the phone person and they processed the upgrade).

I think you'll find that the record you're quoting is in fact the record where they USED the bonus upgrade. I used 4 on one day and had 4 of those 0 0 0 records. I don't think your flight has posted yet. Maybe 11am today if it was over the weekend.

 

[Ausbt]

I've experienced same. Booked a Flexi, upgraded it to J with the bonus comp, then found zero points and status credits in my account with 'Not valid for earn' as a notation. Precisely the same thing happened when I burned one of my four Plat upgrades as well, yesterday as it happens. When I called the DJ team about it the operator stated "that's really weird" and had her supervisor authorise the SC and points additions to my account on the spot, which of course were at the originally booked value. I guess I'll be on the phone again today.

 

[TonyHancock]

I think you'll find that the record you're quoting is in fact the record where they USED the bonus upgrade. I used 4 on one day and had 4 of those 0 0 0 records. I don't think your flight has posted yet. Maybe 11am today if it was over the weekend.

I think that is correct. I had exactly the same last week when i used a comp upgrade. The points and SC's posted correctly.

 

[drewbles]

This is how mine worked earlier this year:

 

[medhead]

What they all said. That is using the upgrade not taking the flight.


Sent from the Throne

 

[tuapekastar]

Fair 'nuff, thanks. I'll give it a little more time. I still find some of the info a little contradictory though.

 

[drewbles]

My observations (based on screen shot above) are that the 0/0 MEL-PER One Way lines are added at time (or round about) to the request (hence my request being May) and then your flights should just credit as normal. If you have flown, and it's been a week or so i'd be calling them and politely prodding them

 

[tuapekastar]

And this afternoon, points and SCs posted, without prompting.

I've learned something (again) on AFF. (as always).

Now I can start worrying about those Hilton points from Saturday that haven't yet posted!

 

[froggerADL]

PS. As an aside, my history checking seems to indicate that I earned full J SCs on a comp upgrade MEL-PER-MEL earlier this year when I should only have earned at flexi rates.

There was a double SC offer on at that time, which I also took advantage of. A flexi fare, upgraded using points or complimentary upgrade earnt full J SCs. Of course, A J fare earnt 2 * J SCs. I think that is why you got full J SCs.

 

[tuapekastar]

There was a double SC offer on at that time, which I also took advantage of. A flexi fare, upgraded using points or complimentary upgrade earnt full J SCs. Of course, A J fare earnt 2 * J SCs. I think that is why you got full J SCs.

Sounds like a perfectly reasonable explanation froggerADL (guess I had forgotten ), and eases my conscience a little.