Great experience with the call centre

[highflyingkiwi]

Just wanted to share the great experience I have just had with the normal velocity call centre. Back in May my wife and 2 paying kids (+ under2) flew APNG > POM CNS return. It was a bit of a disaster trip, due to the travel agent not actually ticketing the booking, but we managed to get them on the flight. As the flight was under airport control at the time, of course the velocity numbers didn't get applied, and I only noticed in October. On the 16th Oct I put in a retro claim and 2 days ago followed that up with a phone call. As it technically wasn't 6 weeks (one day off) the guy said "I can see it pending, please ring tomorrow if it hasn't applied). So, left it until today, and it still hadn't applied. Rang the call centre up, and got put onto a supervisor, explained that on the 10th December, with this retro claim and my families flights - then I would be flying VG, and if they didn't apply, then I would be dropping points and have to wait until after my trip to get VG.

To be honest - I thought that they would be confused - I know I was, but with the help of AFF I got my story sorted.

So, she (the supervisor) promised to do another adhoc claim to APNG, then update me every 24 hours with an update. 5 hours later - and I have my retro points!!

So - if anyone from Velocity is reading this - thanks - you made my day Once the wife and kids get to NZ in 10 days time, I'll be following with my VG status on the 19th - awesome Some domestic trips around NZ and the flight back to PNG will be much more awesomer (is that a word?) now

 

[straitman]

It is great to hear some positive outcomes and feedback.

 

[Major]

Perhaps some feedback to VA wouldn't go astray. I'm sure positive feedback is always welcome

Comments & Feedback | Velocity Frequent Flyer

 

[highflyingkiwi]

Perhaps some feedback to VA wouldn't go astray. I'm sure positive feedback is always welcome

Thanks Major, I have provided some positive feedback They sent me an email back the other day... Always good to let people know what a good job that they have done - gives them warm fuzzies