Inflexibility of Velocity regarding status renewal date

[smit0847]

My status renewal date is next week. I'm 15 SC away from maintaining my silver. I have flights with VA booked for next month as well as later in the year.

I know I'm only a lowly silver but I have directed everything to VA - I have 2 co-branded CCs, I use the Velocity online shop and have earnt a lot of Velocity points for someone who only flies as much as a Silver VFF member does (all leisure, none for work).

I rang the call centre today to ask them if they would be willing to extend my renewal date by 4 weeks (in which time I would complete the requirements for silver renewal). They checked with a team leader and said definitely not. I escalated it to their complaints department who advised me that it was impossible and that they have had instances where people have been only 2 SCs short and have rung with a similar request and the answer has still been an emphatic no.

I was pretty surprised and really disappointed at how inflexible they are. Yes I will fall just short of the required SCs on the renewal date. Yes, I may re-qual for Silver at some stage over the next year anyway (I will probably sit just below the level required for the whole year). Yes I know the only way to earn status is to fly. However anyone who looks at the activity on my Velocity account would quickly see how active it is and thats its not something I sign up for and then throw in the bottom draw.

I know people in other FF programs have been renewed when they have been 'close enough' and I'm fairly sure I have heard of VA doing the same. I find it very hard to believe the example they gave of refusing someone who is 2 SCs away from renewal. Virgin constantly seem to be bending rules to keep people happy - I thought this would extend to status renewal. I guess loyalty only goes one way for some customers.

Thoughts? Suggestions? (SC Runs in the next week are out of the question)

 

[mannej]

I would think your best bet is to hope for comped status.

If you were asking the Roo the same question, you would also get the same answer.

Just seems to be that way it is with assessment dates.

 

[mella2007]

It's unfortunate but there are rules in place...sometimes if you're very short they may let it go, but keep in mind in Velocity's eyes no matter how many Virgin products you have...it's the flying that matters for status.

My business (that I own) has spent over $150,000 in group travel with Virgin Australia in the last 6 months...I still have to do a status run myself to maintain Gold, even though they know me in top Management and even that much spend didn't get me comped to Gold. I still had to abide by the rules and don't see why you should you be comped anything extra if you're not flying much.

 

[Carlous Moochous]

You could always just fly to sydney and back over the weekend and then you'd keep the silver, although if you aren't flying that much you need to weigh up whether the cost of the flight (approx. $300 if you haven't booked earlier) is worth it or not.. Personally, I would just fly up and back in a day for the hell of it anyway if I really wanted to retain, but I love flying - others would disagree saying its not worth the outlay for the free bag allowance and 50% bonus points.

It is interesting that they mentioned that people who were 2 SC's away wouldn't get any grace either.. I'm curious as to how anyone would fit into that category given the SC's are awarded in 5 SC increments ?? How could you be 2SC's away?

As others have posted, Virgin are within their rights to not award you Silver next year, however its not impossible, as the terms and conditions state "8.3 Velocity Frequent Flyer may upgrade, downgrade or maintain a Member's Membership Level at its absolute discretion." Thus, its not technically "impossible" just unlikely. Good luck and if you do a status run, enjoy the flight!

 

[haydensydney]

Sorry to be that person... but...

I was pretty surprised and really disappointed

You shouldn't be either of those because the rules are very black & white. What you were wanting was a form of ex gratia which unfortunately comes with the risk of not getting the requested benefit. In this case, you were knocked back - had you received the status comp it would've been a bonus.

Perhaps this is an opportunity for you to try and maximise your points earning for the next 12 months - maybe even go on a status run? Forum members on AFF are more than willing to share their secrets and you may find yourself pushing gold this time next year!

As an aside, had you known that you were going to be 15SC's short, you could've found ways to get that 15 SC's (such as a short quick trip). In fact, you still have time!

 

[777]

Unfortunate but unlike QF the rolling 12 month qualification window gives you ample opportunities to make it up if you're keen.

 

[Mal]

It is interesting that they mentioned that people who were 2 SC's away wouldn't get any grace either.. I'm curious as to how anyone would fit into that category given the SC's are awarded in 5 SC increments ?? How could you be 2SC's away?

Had to do with the rejig of status credit earning last year. Some flights converted into strange SC amounts - eg:
Melbourne-Brisbane 4

There's more information in another thread somewhere.

 

[leemin]

TBH, you won't find much sympathy on AFF if you haven't done the flying to get the 200 SC required to maintain Silver.

The comped status' you've read about across the forum have related, IIRC, to Gold and Plat members within about 10 SC of renewal; and, like it or not, there's a significant difference between that and Silver. You're nearly 10% short...

I'd be making a weekend trip somewhere Good luck, whatever happens!

 

[Deewhy]

Well I can empathise....

Does this help?

Downgrading a Membership Level
7.12 If the total number of Status Credits earned at your Review Date does not meet the criteria in clause 7.14 to maintain the same Membership Level, then, your Membership Level will be downgraded to the Membership Level below your current Membership Level.
7.13 In respect of any adjustment to a lower Membership Level, you will continue to enjoy the benefits of your previous Membership Level for a one month grace period.

 

[greenfish]

Had the reverse problem for my Dad, who I pooled to. He was at 495 SCs and was upgraded to Gold just before the end of June. Ideally he'd have preferred to have stayed at Silver as he is having an enforced flying lull for a few months at the moment - so he'll have no chance of keeping Gold and will lose Gold before he does some long haul flights in the second half of 2013.

 

[medhead]

Had the reverse problem for my Dad, who I pooled to. He was at 495 SCs and was upgraded to Gold just before the end of June. Ideally he'd have preferred to have stayed at Silver as he is having an enforced flying lull for a few months at the moment - so he'll have no chance of keeping Gold and will lose Gold before he does some long haul flights in the second half of 2013.

So use the 6 month family break option.


Sent from the Throne

 

[greenfish]

So use the 6 month family break option.


Sent from the Throne

Don't think he's planning on any more kids...

"To apply for a Membership Pause, members should call the Membership Contact Centre and provide documentation of pregnancy, recent or future child birth or adoption of a child in the form of a doctor's certificate; a birth certificate; or an adoption or foster parent registration."
​

 

[medhead]

Don't think he's planning on any more kids...

"To apply for a Membership Pause, members should call the Membership Contact Centre and provide documentation of pregnancy, recent or future child birth or adoption of a child in the form of a doctor's certificate; a birth certificate; or an adoption or foster parent registration."
​

Grandchildren that need looking after? (i.e. get you're act together ) Doesn't say it has to be his child.

 

[Deleted member 29185]

I know people in other FF programs have been renewed when they have been 'close enough' and I'm fairly sure I have heard of VA doing the same.

I may be wrong (frequently am I'm afraid), but I have the feeling most that have posted here about their status being upheld with a few points still to attain, have had flight bookings within days of their review date and we may find those flight bookings, combined with the rolling 12 month qualification window, would have seen them regain their status within days of losing it so in reality what looked like a good "PR" gesture from DJ may have been simply a way for them to save the costs associated with downgrading a member (new card pack etc) only to upgrade them a week or so later (another new card pack). Given that would most likely be a computer instigated change (including ordering new card packs) that "PR" gesture may be simply good business sense. You asked, they declined. Nothing ventured nothing gained, but in the scheme of things there's also nothing there to complain about. You've not managed to fly the minimum number of flights to keep your status (or pay them enough cash for the higher SC earning flights) and unfortunately for you in this instance, that's the game we play. Check your 12 month qualification window. As 777 rightly pointed about above, you may be able to use that (perhaps with a minor manipulation of fares) to regain silver before the 1 month "benefits" grace period expires, meaning you really don't lose anything.

Alternatively, if you want to have lounge access, you may be able to use your current silver membership to purchase the discounted lounge access now before you lose the status, which will give you access for the next 12 months and if you fly without checked luggage, you'll effectively get "priority check-in" anyway through the lounge.

There are still options...........Enjoy your flying!

 

[jansena]

Hello,

I am also a Velocity FF holder as well as QFF, It is my understanding that there is one months grace period from the review date for any retro status credits to credit to the account and then the new card/welcome pack to be sent out.

 

[Deleted member 29185]

Hello,

I am also a Velocity FF holder as well as QFF, It is my understanding that there is one months grace period from the review date for any retro status credits to credit to the account and then the new card/welcome pack to be sent out.

No evidence, but I was assuming the 1 month grace period was to allow the new status pack to come out with seamless efficiency, so a member downgrading from say plat to gold would do so without any loss of benefit (generally OS where a card may need to be produced). We know some retro points can take considerably longer than 1 month to show and I think evidence of flights in the correct period is ample to gain requal.