I'm seeking anyone's advice or experience regarding missing points and status credit claims for a recent incident.
On our return flight last month from Vancouver to Brisbane via Auckland on Air NZ, there was a medical emergency that resulted in our aircraft being turned back to Vancouver. We were a little over 2 hours into the flight. With the time to return to Vancouver, refuel (and whatever else was required) we ended up approximately 5 hours behind schedule. This obviously affected crew flight times etc. to the point that we were re-routed to Nadi.
Air NZ had to organise another crew to fly from NZ to Nadi to continue with the aircraft to Auckland. This was about another 5 hours in Nadi. Understandably this played havoc with our's and many other passenger's connecting Air NZ flights from Auckland to other destinations. Thankfully Air NZ organised our booking onto a VA flight direct from Nadi to Brisbane that afternoon. We still had to wait about 5 hours in Nadi but this potentially saved us a further delay in Auckland (possibly overnight).
We had booked and paid for PE on the Air NZ flights, but only Y was available on the VA flight. Our VFF accounts have been credited with the SCs and points for the VA flight (Nadi to Brisbane) but only based on Y not PE. No SCs or points have been received for the Air NZ flight. I'm expecting that this is because we technically did not complete the flight. I wasn't going to question the VA points and SCs until I saw what we ended up with from Air NZ.
We have lodged a missing points claim with VFF. I did this by contacting the service centre directly via phone. This was originally rejected after 2 weeks for some unknown reason. VFF have lodged a "escalated" claim but stated it might take up to 2 months to complete. During this process I did contact Air NZ but they confirmed that the claim had to be made via VFF.
Has anyone else experienced something similar? Should I be doing anything further regarding this or is this just the process I have to follow?
I did consider requesting compensation from Air NZ but the incident was out of their control and they did the best they could under the circumstances. As long as our SCs and points are not adversely affected I am happy to leave it at that.
Apologies for the long post but any further advice would be greatly appreciated.
On our return flight last month from Vancouver to Brisbane via Auckland on Air NZ, there was a medical emergency that resulted in our aircraft being turned back to Vancouver. We were a little over 2 hours into the flight. With the time to return to Vancouver, refuel (and whatever else was required) we ended up approximately 5 hours behind schedule. This obviously affected crew flight times etc. to the point that we were re-routed to Nadi.
Air NZ had to organise another crew to fly from NZ to Nadi to continue with the aircraft to Auckland. This was about another 5 hours in Nadi. Understandably this played havoc with our's and many other passenger's connecting Air NZ flights from Auckland to other destinations. Thankfully Air NZ organised our booking onto a VA flight direct from Nadi to Brisbane that afternoon. We still had to wait about 5 hours in Nadi but this potentially saved us a further delay in Auckland (possibly overnight).
We had booked and paid for PE on the Air NZ flights, but only Y was available on the VA flight. Our VFF accounts have been credited with the SCs and points for the VA flight (Nadi to Brisbane) but only based on Y not PE. No SCs or points have been received for the Air NZ flight. I'm expecting that this is because we technically did not complete the flight. I wasn't going to question the VA points and SCs until I saw what we ended up with from Air NZ.
We have lodged a missing points claim with VFF. I did this by contacting the service centre directly via phone. This was originally rejected after 2 weeks for some unknown reason. VFF have lodged a "escalated" claim but stated it might take up to 2 months to complete. During this process I did contact Air NZ but they confirmed that the claim had to be made via VFF.
Has anyone else experienced something similar? Should I be doing anything further regarding this or is this just the process I have to follow?
I did consider requesting compensation from Air NZ but the incident was out of their control and they did the best they could under the circumstances. As long as our SCs and points are not adversely affected I am happy to leave it at that.
Apologies for the long post but any further advice would be greatly appreciated.
