Failed beg for platinum status consideration

[superM]

Just a whinge really. I’ve been Velocity platinum since forever but last year had some long service leave for 3 months so no flying and so i find myself not quite at my quota to retain plat on my 28 Feb review date. I then realised with the status boost promotion on at the moment and my Feb flying I would make the cut. However the boost credits don’t accrue until the end of the promotion which would be too late. So I rang and explained all this emphasising my leave, my longstanding platinum status, and the fact that with the status boost I would make the points but would need some leeway. No dice. I got that cheerful generic call centre guy telling me it’s just not possible and it’s in the terms and conditions, etc etc. it does surprise me that there isn’t a more considered approach to this type of request and that it feels like an automaton reading a script with a predetermined answer.

 

[henrus]

I’ve been Velocity platinum since forever

Define forever. Platinum was only introduced in 2011, have you been once since then because there are plenty of people who have been?

I got that cheerful generic call centre guy telling me it’s just not possible and it’s in the terms and conditions, etc etc.

In Australia or overseas?

it does surprise me that there isn’t a more considered approach to this type of request and that it feels like an automaton reading a script with a predetermined answer.

There sometimes is but often that comes from the Australian team and you need to be very close, roughly how many are you missing? Did you benefit from all the extensions, none of them or only some? There are a lot of factors at play here.

 

[Carrots]

You may find it is better to send a note off to them after 28/2 rolls around as opposed to calling them beforehand.

The only upside is given it's 1000 status credits to reach Plat you mightn't be far off of it, which also means being able to re request Plat with IHG/Hilton, Hertz/Europcar etc. (assuming you're allowed to do this if you're reaching Plat again).

 

[superM]

Define forever

I wasn’t being literal but at least the last 10 years from memory.

In Australia or overseas?

Overseas call centre person.

roughly how many are you missing?

Just under 150 with 4 more legs to fly before 28 Feb so should be 50 short by the date. As I said the status boost would get me over the 800 except the accrual date is end of March.
And yes they sent me extensions during Covid and the aftermath but there wasn’t a lot of flying going on then.

 

[superM]

The only upside is given it's 1000 status credits to reach Plat you mightn't be far off of it,

Ok thanks but I assume that on 28 Feb my status credits reset to zero and I’ve got 12 months to get the 1000 credits. Have I misunderstood?

To be honest the main reason for my gripe is I’ve got an Etihad flight to Europe in May and I wanted access to the first lounge in Abu Dhabi .

 

[SeaWolf]

Ok thanks but I assume that on 28 Feb my status credits reset to zero and I’ve got 12 months to get the 1000 credits. Have I misunderstood?

For moving up a status level (which would apply in this case once you've dropped back to Gold) it's calculated each day based on the last 12 months activity. So no, you won't go back to zero, but the credits that you've currently got will each expire 12 months from the date they were earned.

Once you reach a status level (say Platinum) then the renewal count starts from the date you move up.

 

[superM]

For moving up a status level (which would apply in this case once you've dropped back to Gold) it's calculated each day based on the last 12 months activity. So no, you won't go back to zero, but the credits that you've currently got will each expire 12 months from the date they were earned.

Once you reach a status level (say Platinum) then the renewal count starts from the date you move up.

Excellent thanks, I hadn’t realised that.

 

[henrus]

Overseas call centre person.

This is your problem, only the AU team has the authority for this sort of against the book kind of stuff. Otherwise send an email to the platinum address and see what happens.

 

[MEL_Traveller]

This is your problem, only the AU team has the authority for this sort of against the book kind of stuff. Otherwise send an email to the platinum address and see what happens.

There’s a platinum address?

I’ve sent emails and all I get back is ‘sorry, no’. And they acknowledge my status.

One of the biggest frustrations of VA is the inability for pax to get anything considered by head office… and the o/s agents have zero leeway for anything,

 

[andye]

You may find it is better to send a note off to them after 28/2 rolls around as opposed to calling them beforehand.

The only upside is given it's 1000 status credits to reach Plat you mightn't be far off of it, which also means being able to re request Plat with IHG/Hilton, Hertz/Europcar etc. (assuming you're allowed to do this if you're reaching Plat again).

You only ever get one go at the hotel or car statuses.

The rolling SC system does mean you don't have the same status cliff-edge you do with QFF so you should be able to requalify soon

 

[SYD]

You only ever get one go at the hotel or car statuses.

One go per status level (Gold and Plat).

 

[MooTime]

There’s a platinum address?

VFF Platinum Member Support <[email protected]>

Always been as far as I know.
Have found it useful couple times when all I could reach by phone was the o/s call centre.

VA have the Platinum Aus based team so very good option.

 

[RooFlyer]

VFF Platinum Member Support <[email protected]>

I've used it a couple of times and each time I received a prompt reply, directly addressing the issue. Once fixed the issue, other time didn't, but gave reason.

 

[superM]

I've used it a couple of times and each time I received a prompt reply, directly addressing the issue. Once fixed the issue, other time didn't, but gave reason.

What’s interesting I’ve never really had reason to call on the priority number before. This is my first time and I was shocked by the lack of quality and care that goes into supporting platinum members. Having often been platinum with QFF program ( not for a few years though) the difference is stark. I had assumed the lack of proper engagement is linked to Virgin’s downward trajectory to being much more of a budget carrier than previously.

 

[bcworld]

I am surprised to hear that there is still an onshore team. It doesn't matter how often I've dealt with "Velocity Premium" and how many escalations I've gone through...I've always very clearly been dealing with the offshore team.

 

[henrus]

I am surprised to hear that there is still an onshore team.

Only work during Brisbane office hours.

 

[Muppet501st]

My WP VFF status ran out last year, they did send an offer out to long term WP's with a "challenge" to earn a few SCs by a certain date.
They may make the same offer again ?

 

[RooFlyer]

Having often been platinum with QFF program ( not for a few years though) the difference is stark.

Probably not so stark these days. QFF Plats no longer necessarily get the Hobart call centre - just as likely Sth Africa or Fiji and be screwed around like everyone else.

 

[simmomelb]

I am surprised to hear that there is still an onshore team. It doesn't matter how often I've dealt with "Velocity Premium" and how many escalations I've gone through...I've always very clearly been dealing with the offshore team.

I called them twice 3 weeks ago in the afternoon and both times it went through to Brisbane, I was pleasantly surprised.

 

[MEL_Traveller]

VFF Platinum Member Support <[email protected]>

Always been as far as I know.
Have found it useful couple times when all I could reach by phone was the o/s call centre.

VA have the Platinum Aus based team so very good option.

Thanks for this! Will be useful!

My experience mirrors bcworld’s… calls and emails + escalations have only ever been dealt with off-shore, and the results have been extremely poor. To the extent I have moved my flying away from VA except for the balance of my points.

Had the platinum email been notified to me earlier, this likely wouldn’t have happened. But this again goes to my gripe with VA. After 80 business class flights in a year, not a single auto-generated email to say ‘thanks for flying, here’s an email or phone number you might find useful’.