Fed Up [Trying to get Points & SC's for SQ Revenue Flights]

[ledj]

Where to now?
Flew Perth to Lax return via Singapore on Singapore Airlines in July 2022 Mixed class economy & premium economy. I didn't receive any status credits or points.
My first call to Velocity they said they would apply to SA for SC & points. SA said my fare didn't qualify.
Second call to Velocity I explained all my flight classes qualified for SC & points as per their website. They agreed & asked me to send in boarding passes & tickets, which I did, so they could send them to SA again.
Third call to Velocity after SA said no SC or points my fare was a rewards fare which it wasn't. I had to now send in proof of purchase of my fares which I have done.
Fourth call to Velocity & all they can say is we are waiting on SA.
It's now December 2022, over eight weeks since my third call.
What can I do now to get this sorted please?

 

[TMP]

Unfortunately you'll just need to wait it out or persist. Your story is not uncommon, especially between airlines. Good luck

 

[serfty]

Rule #1, keep your boarding passes. Send only copies/images.

Did you do an online claim?

Claim missing points

experience.velocityfrequentflyer.com

 

[PERLHR]

Unfortunately you'll just need to wait it out or persist. Your story is not uncommon, especially between airlines. Good luck

Well maybe to a degree ...but not 4 attempts. Even Iberia and British Airways sort it out after one call! I think the link up with SQ is lacking a bit in a number of issues.

 

[ledj]

Rule #1, keep your boarding passes. Send only copies/images.

Did you do an online claim?

Claim missing points

experience.velocityfrequentflyer.com

Yes have done an online claim, sent in copy of boarding passes with velocity number on them, copy of ticket with flight classes on them, proof of payment etc.

 

[PERLHR]

After reading this thread think I'll just book via SQ website , choose seats and hopefully get something for being VA Gold.

 

[AustraliaPoochie]

A long time back, after VFF and KF joined together, I did it the other way around, flew VAd and thought it was a good idea to put some points into my KF account.
Did the booking under VA website, put in my KF # into the booking, that was ok, but after the flight, it came back as "declined".
I didn't push it, but just left it at that.
And all the hoo hah about the 2 of them being "partners".
Hah!
Laugable.

 

[ledj]

December 28th, I have called Velocity two more times & each time they say they have to wait for an answer from Singapore Airlines. My wife will miss out on platinum status before we get our status credits. Oh well, another call.

 

[AustraliaPoochie]

Most likely it's "buck passing".

 

[Revenge]

I had a similar experience with trying to claim a missing AC flight. Months later, they were saying they were still waiting for Air Canada to respond. I got fed up and said that there should be a limit on the time they have to respond otherwise they should recogniSe my claim. I copied in Jayne Hrdlicka (Virgin CEO) and Nick Rohrlach (Velocity CEO) and had a call the next day from a Velocity customer service agent saying they will manually adjust my points and status credits.

See this thread: Waiting for missing points request with partner airline

 

[ledj]

I had a similar experience with trying to claim a missing AC flight. Months later, they were saying they were still waiting for Air Canada to respond. I got fed up and said that there should be a limit on the time they have to respond otherwise they should recogniSe my claim. I copied in Jayne Hrdlicka (Virgin CEO) and Nick Rohrlach (Velocity CEO) and had a call the next day from a Velocity customer service agent saying they will manually adjust my points and status credits.

See this thread: Waiting for missing points request with partner airline

Thanks, I will try that.

 

[Vic]

I'm a bit confused.
As I read it you're trying to get velocity points and status credits for flights booked with and flown on SQ.
In this case, isn't it velocity that determine if the flights are eligible? SQ just have to confirm you've flown the flights?
Have I mis-understood?

 

[AustraliaPoochie]

I think it's more in-depth than that.
SQ would need to approve it.
If they won't there is nothing VA can do.
If it's booked VA and then fly VA and then get VFF points and SC then it's different.
They (SQ) don't want to deny it either as it might lead to a bad review.
It's the "do nothing and waste time".
Aka buck passing.
Eligible class of travel that might need synchronisation assessment process la la waste of time.

 

[ledj]

I'm a bit confused.
As I read it you're trying to get velocity points and status credits for flights booked with and flown on SQ.
In this case, isn't it velocity that determine if the flights are eligible? SQ just have to confirm you've flown the flights?
Have I mis-understood?

That was one of the things I tried to get them to understand. The contract for Status credits & points is between Velocity and me, not SA and me. I think they check I haven't claimed Krisflyer points.

 

[ledj]

Thanks to @Revenge's advice my email was answered immediately by a call from Velocity Customer Service manually awarding Status credits & points to both our accounts. We have been advised these will be adjusted when they get an answer from SA. From what I read that probably won't happen. Now both my Wife and I are Platinum Velocity Members.
Thanks again Revenge.

 

[Revenge]

Thanks to Revenge's advice my email was answered immediately by a call from Velocity Customer Service manually awarding Status credits & points to both our accounts. We have been advised these will be adjusted when they get an answer from SA. From what I read that probably won't happen. Now both my Wife and I are Platinum Velocity Members.
Thanks again Revenge.

You're welcome! Glad to hear it worked for you too.

 

[Vic]

That was one of the things I tried to get them to understand. The contract for Status credits & points is between Velocity and me, not SA and me. I think they check I haven't claimed Krisflyer points.

Ah yes of course, I forgot they need to check for double dipping.

I'm going to have to disagree with the post that says Singapore approve earning in Velocity. All Singapore Airlines have to confirm is the flights were flown and there was no earn with another airline.
The eligible fare classes are outlined by Velocity for Velocity earning (Not SQ). Singapore Airlines
In the case of flying on an SQ flight number operated by SQ, the eligible fare classes almost perfectly align for both Velocity and Krisflyer. The difference is 'G' is eligible for KrisFlyer, but not velocity, on an SQ flight number. https://www.singaporeair.com/saar5/pdf/ppsclub_krisflyer/charts/KFOALLevels.pdf

If you're flying on a VA flight number operated by SQ, 'M' is also not eligible. But the fare class alignment to earn category is completely different.

Even Krisflyer earning on a VA flight number pretty much includes the same range of fare classes.

It'd be interesting to know the fare classes you had, and if it was on SQ flight number. You already said it was operated by SQ.
But then the issue is resolved so probably not worth spending more time over.

 

[ledj]

Ah yes of course, I forgot they need to check for double dipping.

I'm going to have to disagree with the post that says Singapore approve earning in Velocity. All Singapore Airlines have to confirm is the flights were flown and there was no earn with another airline.
The eligible fare classes are outlined by Velocity for Velocity earning (Not SQ). Singapore Airlines
In the case of flying on an SQ flight number operated by SQ, the eligible fare classes almost perfectly align for both Velocity and Krisflyer. The difference is 'G' is eligible for KrisFlyer, but not velocity, on an SQ flight number. https://www.singaporeair.com/saar5/pdf/ppsclub_krisflyer/charts/KFOALLevels.pdf

If you're flying on a VA flight number operated by SQ, 'M' is also not eligible. But the fare class alignment to earn category is completely different.

Even Krisflyer earning on a VA flight number pretty much includes the same range of fare classes.

It'd be interesting to know the fare classes you had, and if it was on SQ flight number. You already said it was operated by SQ.
But then the issue is resolved so probably not worth spending more time over.

For your info Vic & to hopefully help others.
Flights booked with SA with SQ flight numbers
Per-Sin SQ216 Economy Class (M)
Sin-Lax SQ12 Premium Economy Class (L)
Lax-Sin SQ37 Premium Economy Class (R)
Sin-Per SQ223 Economy Class (Q)
Hope this helps

 

[ledj]

Today I also received an email from Consumer Protection in regards to this complaint I lodged in November 2022. Now I think the instructions from Consumer Protection was the reason for the phone call and follow up emails from Velocity. Requested by Consumer Protection.
I lodged the complaint in November but never heard anything about it until today. Thought it was lost in the system. I'm glad they did something about it.
I just hope all this helps someone else.

 

[Vic]

It's pretty clear.
Thanks for the info and follow up. I've got an SQ flight coming up in Feb where I need Velocity earning. I feel more prepared now, in case the earning doesn't come in automatically.