Denied extra bag on Air New Zealand

[KiwiBob]

On a recent trip AKL-SIN-SGM my wife was denied a second bag on her Air NZ booking. She is a Virgin Platinum, and in the past has had no problems with the second bag.
The Velocity site has a very clear statement that an extra bag is due to Platinum. I can't find anything on the Air NZ site.
An email to the generic Contact Us was answered after two weeks saying no bag was due.
Does anyone have any leads on how I can follow up on this? A link to an Air NZ page that clarifies the issue? An email of someone who will actually respond?
My wife likes the Air NZ direct flight AKL - SGN, and it is cheap enough that we could buy an extra bag, but it is annoying that this issue has arisen.
Thanks in anticipation.

 

[blackcat20]

On a recent trip AKL-SIN-SGM my wife was denied a second bag on her Air NZ booking. She is a Virgin Platinum, and in the past has had no problems with the second bag.
The Velocity site has a very clear statement that an extra bag is due to Platinum. I can't find anything on the Air NZ site.
An email to the generic Contact Us was answered after two weeks saying no bag was due.
Does anyone have any leads on how I can follow up on this? A link to an Air NZ page that clarifies the issue? An email of someone who will actually respond?
My wife likes the Air NZ direct flight AKL - SGN, and it is cheap enough that we could buy an extra bag, but it is annoying that this issue has arisen.
Thanks in anticipation.

As far as I can see on the Air NZ website, and extra bag is a benefit of Star Alliance Gold, but of course VA are not part of Star Alliance.

The VA website seems to indicate a larger baggage allowance only on Trans-Tasman flights: https://www.virginaustralia.com/au/en/experience/airline-partners/air-new-zealand/#frequent-flyer

 

[KiwiBob]

Thank you, that is an excellent link. I have book marked it

However the Velocity link https://www.velocityfrequentflyer.com/content/Status/PlatinumMembership/ includes a statement that for Non-Tasman - including NZ Domestic and International flights an extra 23 kg bag is included.

This is the link that I am interested in./

 

[NZflygirl]

Did you go through the contact page where it says "need more help" and then click on "make a complaint?" You can click "yes" for a response. I would include the link saying bag included. You could try calling the contact centre and just saying you want clarification for future bookings.

i wonder if with all the changes VA is making this yr including shifting away from NZs lounges except TT routes if there are some other changes like bags for non TT routes that have been made but not updated. Worth checking with VA also.

There is another email you could try but need time to find it.

 

[KiwiBob]

Thanks for the response. Yes, I did register a complaint as you suggested, but I didn't include the link, whcih was a mistake.

I've just emailed VA, but I am guessing they will just tell me to contact Air NZ.

I will ring the contact centre - not in NZ right now, so this thread is to help me get ready for THAT conversation.