Family pooling - my wife's points have been credited but not my own

[brebbles]

On the weekend just gone we took a return trip Mel - Syd with VA. We have family pooling set up so my wife's points/SCs go into my account, and for this trip we travelled under the same booking

Upon checking my Velocity account today I've noticed that the points/SCs from my wife have been credited to my account, but not my own. Both of our Velocity numbers were on the booking, and my Velocity number is also on my boarding pass in both directions. Indeed, I presented my Velocity card when entering into the lounge in Melbourne, and also when checking in for our flight in Sydney.

Is it likely that my own points won't be credited now that my wife's have? Is it too soon to file a missing points claim?

 

[clarkkent]

I've had something similar happen over the weekend too. One leg credited for one of us (and pooled across) and the other leg credited for the other. I figure I'll give them a few days before putting in a request for the missing 2 flights.

 

[Denali]

Happened to us a few times. Ive had a return leg credit before the 1st flight and had to do a claim. Its weird how things seem to drop out of "the system".

 

[williamsf1]

On the weekend just gone we took a return trip Mel - Syd with VA. We have family pooling set up so my wife's points/SCs go into my account, and for this trip we travelled under the same booking

Upon checking my Velocity account today I've noticed that the points/SCs from my wife have been credited to my account, but not my own. Both of our Velocity numbers were on the booking, and my Velocity number is also on my boarding pass in both directions. Indeed, I presented my Velocity card when entering into the lounge in Melbourne, and also when checking in for our flight in Sydney.

Is it likely that my own points won't be credited now that my wife's have? Is it too soon to file a missing points claim?

Just do a missing points claim online .. not too early

 

[mooingchicken]

Werid that its same booking but processed at different times. I would say you will have to file a missing points claim.
Generally they make you wait upto 3 weeks to do this.

There also has been issues/upgrades with the velocity side of things, so they points could post once thats finished also

 

[bullerdude]

This happened to me recently... unfortunately it took 3 weeks and many attempts before velocity decided to manually credit the flights.

Apparently the best option is to wait 7 days to see if the system auto-corrects (which I didn't as ai didn't know) and then submit a retro claim if it doesn't.

 

[Wezza]

Well in not alone here then! My wife and I flew TSV-BNE on Friday night on one ticket and her flight credited into my account but not mine. And on the return leg on Monday night, my flight has credited but not hers. At the moment, velocity owe me a total of 70 sc & possibly about 10,000 points. Still have a retro claim in process from a flight I took to Russia at the end of last year on Etihad as well. Been getting stuffed around with that & I'm starting to lose patience. I should be already requalified for gold but I'm not because of this. I've got another trip coming up this weekend to Sydney and return, I'm going to lose it if my flights aren't credited properly.

 

[Jurahn]

I'm starting to wonder whether family pooling may be causing issues for some Velocity accounts. I recently started another thread after we flew PER-SYD-LAX and my husband's SCs and points were credited for both flights but not mine. We were both on the same PNR and I was pooling SCs and points to him at the time. Attempting to do a retro claim resulted in a message that the details for those flights had already been submitted (don't know how, as it wasn't by me!), but after 10 days, nothing had been processed through my account. Thanks to the invaluable assistance of the VFF rep on this forum , it was sorted out and the SCs and points went through and pooled to my husband's account.

I then changed the pooling over so that hubby's points and SCs would now pool to me for the return trip. Arrived back home yesterday (LAX-SYD-PER) and checked my Velocity account this morning - hubby's points and SCs for the LAX-SYD flight have been processed and pooled to me, but nothing showing for me yet for that flight. Will give it a few days of course, seeing as the SYD-PER sector was only flown yesterday but will keep an eye on it and see what happens with that flight and with the LAX-SYD sector for me, but I suspect the same thing might be going to happen and nothing will go through on my account.

 

[brebbles]

Thanks everyone - based on consensus I'll wait the 7 days then file a claim - I have to do a few Velocity claims for points not being credited from flying on EY and HA so may as well add these to the bunch!

 

[Revolio]

Same here over the weekend. CBR-HOB via MEL return. I got 3/4; my wife 1/4 (she got the one I missed out on). With the high frequency of AFFers it must be a known problem they are working on. (and I'm sure the resident rep has read this thread, and other VirgComtrollers)

 

[esseeeayeenn]

Whenever I fly with my son, the points (and status credits) from his ticket always hit my Velocity account a day or two before the points from my own ticket.
This has happened several times over the past two years. I have no explanation whatsoever for this, but I don't feel that I need one.

 

[Eggsbenedict]

Sand problem here, we flew together same booking on Tuesday last week, my points and credits posted but nothing from her then on the return last Saturday hers have posted for the return but mine have not. Family pooled to my account

 

[777]

Simlar problem here. I flew with my son (who is pooling to me) weekend before last and my points and SCs credited and his didn't. I have put in a retro claim for his earlier this week but nothing has happened (yet). It appears there is a system glitch for poolers travelling together.

 

[Jurahn]

I'm starting to wonder whether family pooling may be causing issues for some Velocity accounts. I recently started another thread after we flew PER-SYD-LAX and my husband's SCs and points were credited for both flights but not mine. We were both on the same PNR and I was pooling SCs and points to him at the time. Attempting to do a retro claim resulted in a message that the details for those flights had already been submitted (don't know how, as it wasn't by me!), but after 10 days, nothing had been processed through my account. Thanks to the invaluable assistance of the VFF rep on this forum , it was sorted out and the SCs and points went through and pooled to my husband's account.

I then changed the pooling over so that hubby's points and SCs would now pool to me for the return trip. Arrived back home yesterday (LAX-SYD-PER) and checked my Velocity account this morning - hubby's points and SCs for the LAX-SYD flight have been processed and pooled to me, but nothing showing for me yet for that flight. Will give it a few days of course, seeing as the SYD-PER sector was only flown yesterday but will keep an eye on it and see what happens with that flight and with the LAX-SYD sector for me, but I suspect the same thing might be going to happen and nothing will go through on my account.

Just to update my situation, still nothing for me for the LAX-SYD flight, however I've now received SCs and points for the SYD-PER flight ... but hubby hasn't ... so 1 out of 2 for each of us at this point.

ETA: Have just tried to put in a retro claim for the LAX-SYD flight, only to again receive the message "the details for this flight have already been submitted" (which they haven't), so looks it's the same system "glitch" that we experienced with the outbound flights.

 

[jpk]

Another one here with the same problem - only 1/2 travellers on PNR crediting, and family pooling broken. God help me sometimes VA make it really hard to keep bothering with them.

 

[Quickstatus]

We have had no problems. Crediting to account and pooling occurs within 1-4 days. Also had companion gold credited due to Plat daughter getting 1300 SC this cycle. The Companion gold took 2 weeks. Additionally the 2 passes to lounge as part of the Silver status remains when companion gold arrived.

Never had to ring up or file for missing SC/points

 

[Wezza]

It's happened again!!! Flew TSV-SYD yesterday, wife's points have gone in today but not my own. NOT HAPPY!

 

[Jurahn]

We have had no problems. Crediting to account and pooling occurs within 1-4 days. Also had companion gold credited due to Plat daughter getting 1300 SC this cycle. The Companion gold took 2 weeks. Additionally the 2 passes to lounge as part of the Silver status remains when companion gold arrived.

Never had to ring up or file for missing SC/points

Well, consider yourself fortunate - this is the 6th time in 3 years that we've had problems with SCs and points not crediting. All were revenue flights, not awards/points - apart from 2 SQ flights, all the others were VA flights booked directly through the VA website, and on all occasions Velocity numbers were entered at the time of booking.

 

[Major]

I thought I was the only one with this problem. I filed a missing points claim and hopefully this will be rectified this week

 

[Jurahn]

I thought I was the only one with this problem. I filed a missing points claim and hopefully this will be rectified this week

We can't lodge retro claims for either flight as trying to do so triggers an error message that the details have already been submitted (which we haven't done) so I've messaged the VFF rep on this forum to see if they can help (yet again!)