More than six months - credit flights?

[MelBournian]

My husband and I booked flights in Business class during Velocity's "Triple Points" Promotion. We flew in May/June, and the flights and status credits weren't credited. Since we've both been busy, I didn't get a chance to contact customer service - and when I did so today, I got told that since it's been over six months, the points won't be credited.

That's a lot of miles - and it peeves me, because I thought the six month limit was for retro-claiming points when you didn't put in your FF number when booking. We put in our FF number, but the miles and credits just didn't come through: clearly not our fault

It annoys me to have to lose miles and status credits due to some issue on the airline's end. Is there anything I can do about this?

I will try emailing Velocity (phone customer service was zero help, she just said, "email us"). We've just started flying frequently and this behavior annoys me - yes, this is naive, but it really feels unethical on their part. All they have to do is not transfer the miles, and then hope that the customer forgets or doesn't have time to keep checking and following up with them. :evil:

Sorry for the whinging! But I'm so annoyed about this I'd really appreciate any advice that the more experienced members here might have - thank you in advance

 

[Milefest]

Welcome to the forum MelBournian!

It's very unfortunate that this has happened and they're correct in saying that you only have 6 months to claim. Most of us here in the VA Velocity forum have voiced our frustration with the website. Which is down for "scheduled" unscheduled maintenance at the time of this post.

It's possible that they'll be able to push through a missing points claim, but my guess is that it's unlikely. If you have status it could improve you chances.

If this happened to me I'd write them an email saying that I waited for the points to credit but it didn't happen. Then I'd tell them I made a missing points claim about a month after flying but the page crashed multiple times (totally possible scenario). Then after multiple attempts I'd say the claim had been submitted.. Their system is so bad they'd have to believe you :evil:

Even then it comes down to them obeying procedure though.

 

[Fiches Mouser]

That is an incredibly poor response.

I would definitely argue the point that you did not need to make a retro claim since you did not fail to add your VFF number to the booking. You should not have to chase missing points. That is their job.

Not that it should come in to, but do you have any status with VA?