New booking engine is up

[EuroFlyer]

Thanks robd, had the same on my account. cheers for the heads up

Not sure if it's already been mentioned here, but just in case it hasn't, I just logged into my Velocity account to check my email preferences in case the elusive DSC offer eventuates as hoped, and all my preferences for email communcations for offers, sales etc. were all unticked - GONE!

I've re-ticked them all and hope I don't miss out. :shock:

 

[QF WP]

Anyone else managed to get through to Gold/Plat call centre without issues? I have to keep waiting to be transferred, doesn't seem to be recognising Vel number automatically. Makes for long long calls.

Whilst I waited both times in the Gold queue yesterday afternoon and this morning, neither were longer than 5 mins (acceptable to me).

Recognised my Velocity number both times, as they asked further questions to ID me almost immediately

 

[QF WP]

Fantastic (tongue firmly in cheek).

Checked my account this morning and no flights credited, so off to ring VA TODAY.

Happened to check the current SC balance - well it looks like part of their system is working :shock:, as I now have 80 SC's less than I did yesterday. Then I'll lose another 100 SC's on 21/1.

Another layer of complexity to discuss with CS.

Rang and spoke to CS again this morning. Was advised that due to the large number of retrospective claims, they couldn't do over the phone. I was advised to email booking itinerary and boarding passes to [email protected].

Have received automatic reply from VB Retro, thanking me for submitting claim for Velocity points. Points for eligible flights with VA will be credited to my account within 7 days (partner transactions within 6 weeks). Then states for me to visit virginaustralia.com/velocity to check if my claim has bern successful.

 

[notzac]

Then states for me to visit virginaustralia.com/velocity to check if my claim has bern successful.

Does it really have that web address in the e-mail, or were you paraphrasing? That domain doesn't exist

 

[QF WP]

Not sure if it's already been mentioned here, but just in case it hasn't, I just logged into my Velocity account to check my email preferences in case the elusive DSC offer eventuates as hoped, and all my preferences for email communcations for offers, sales etc. were all unticked - GONE!

I've re-ticked them all and hope I don't miss out. :shock:

Interestingly, mine all migrated intact. Even checked that I was signed up to email. I wonder what % of people have lost their preferences.

 

[QF WP]

Does it really have that web address in the e-mail, or were you paraphrasing? That domain doesn't exist

Sorry notzac, I had typed virginvelocity in error, not virginaustralia - so I altered it a couple of minutes later when I, like you, tried it and got the same error message.

 

[kevrosmith]

Not sure if it's already been mentioned here, but just in case it hasn't, I just logged into my Velocity account to check my email preferences in case the elusive DSC offer eventuates as hoped, and all my preferences for email communcations for offers, sales etc. were all unticked - GONE!

I've re-ticked them all and hope I don't miss out. :shock:

Just checked mine based on this info. Mine were unticked, so have updated again.

This is why I like AFF... keeps me up-to-date.

 

[KCMil]

Whilst I waited both times in the Gold queue yesterday afternoon and this morning, neither were longer than 5 mins (acceptable to me).

Recognised my Velocity number both times, as they asked further questions to ID me almost immediately

Cheers for that Lindsay Wilson. I may have to keep an eye on it just in case it is a bug and my number is not working, good to know that not everyone is affected though.

 

[ChrisFlyer]

I contacted VA re: Diners, and it seems they had no idea that it's disabled on their website?! Did they test this thing at all? *sigh*

Messaged them back with details from their source code showing that the option was clearly disabled... see if they bother to fix it haha!

 

[wallacej]

For the past few days I have not been able to lg into my Velocity account, are others the same at this time?

 

[grubbidok]

Rang and spoke to CS again this morning. Was advised that due to the large number of retrospective claims, they couldn't do over the phone. I was advised to email booking itinerary and boarding passes to [email protected].

They won't credit without boarding passes? This seems to be handled incredibly badly. I'm also waiting on points from 4x flights from Monday and Tuesday. In fact the very points that will push me into the next level (and the last points that will before I lose 120 SCs in early Feb). All flights were in put in 'my bookings' straight away in the new system, but none have been credited. It's ridiculous that they're now asking for boarding passes as proof when quite clearly their system had already acknowledged the bookings. I even scanned into the lounge in Canberra, Sydney and Brisbane where my V# was recognised each time! I may or may not have my BPs as, TBH, I didn't think it would be an issue as my flights were already in the system - they're probably in the back seat pocket or in one of my meeting files. I will be one cantankerous (and Qantas returning, as I already have the desired status there) grubbidok if not having my BPs results in my losing status due to VA mistakes during this transition. VA and Velocity really need to cut some slack during this phase. As it is it looks like from this and other threads that a lot of people waiting on (and deserving) status upgrades will be unnecessarily delayed.

 

[robd]

For the past few days I have not been able to lg into my Velocity account, are others the same at this time?

Mine's working. Have you tried clearing the cache?

 

[Brooke01]

Not sure if it's already been mentioned here, but just in case it hasn't, I just logged into my Velocity account to check my email preferences in case the elusive DSC offer eventuates as hoped, and all my preferences for email communcations for offers, sales etc. were all unticked - GONE!

I've re-ticked them all and hope I don't miss out. :shock:

Thanks for the "head's up" on this one robd - checked both mine and my husband's account and all ours were also unticked !

 

[Comoman]

Also missing credits for flights. Missing from 11th of Jan. Syd-Per in J - so lots of points and SC's. Tried to do an online claim and it failed saying already credited which is clearly not the case.

 

[rtyuiop]

Well, they seem to have fixed up the awards booking page (now shows Y, PE, and J costs on the search page). So far I can see zero availability Oz to Europe (at least around the dates I'm personally interested in), but the page does say it's for VA domestic and short haul only, so I guess that's not that surprising!

 

[mella2007]

Also missing credits for flights. Missing from 11th of Jan. Syd-Per in J - so lots of points and SC's. Tried to do an online claim and it failed saying already credited which is clearly not the case.

Mine says exactly the same

 

[robd]

Well, they seem to have fixed up the awards booking page (now shows Y, PE, and J costs on the search page). So far I can see zero availability Oz to Europe (at least around the dates I'm personally interested in), but the page does say it's for VA domestic and short haul only, so I guess that's not that surprising!

I can log in to my account, but can't get to the awards page. It just keeps kicking me out and taking me to the Login In screen. Round and round and round we go....

 

[kevrosmith]

They won't credit without boarding passes? This seems to be handled incredibly badly. I'm also waiting on points from 4x flights from Monday and Tuesday. In fact the very points that will push me into the next level (and the last points that will before I lose 120 SCs in early Feb). All flights were in put in 'my bookings' straight away in the new system, but none have been credited. It's ridiculous that they're now asking for boarding passes as proof when quite clearly their system had already acknowledged the bookings. I even scanned into the lounge in Canberra, Sydney and Brisbane where my V# was recognised each time! I may or may not have my BPs as, TBH, I didn't think it would be an issue as my flights were already in the system - they're probably in the back seat pocket or in one of my meeting files. I will be one cantankerous (and Qantas returning, as I already have the desired status there) grubbidok if not having my BPs results in my losing status due to VA mistakes during this transition. VA and Velocity really need to cut some slack during this phase. As it is it looks like from this and other threads that a lot of people waiting on (and deserving) status upgrades will be unnecessarily delayed.

I don't think anyone is saying they won't credit a flight without a boarding pass, it's just usual that they would ask for an itinerary and boarding pass.

You mean you don't file your boarding passes in a display folder for perpetuity? Phfft... And here I thought this was a frequent flyer forum


Just kidding of course, though I would recommend to anyone to keep their boarding pass until points are processed anyway, just in case.

 

[hobo]

So if I buy a flexible fare, and upgrade using points, will I get business SC's? Doesn't seem to be very clear on the website

 

[ChrisFlyer]

I contacted VA re: Diners, and it seems they had no idea that it's disabled on their website?! Did they test this thing at all? *sigh*

Messaged them back with details from their source code showing that the option was clearly disabled... see if they bother to fix it haha!

It seems that Diners is now semi-fixed... according to VA, it's apparently disabled by default as the travel insurance option defaults to 'yes', and Diners isn't accepted by the insurance provider (I'm guessing their site auto-forwards the card details across to the insurer for procressing). On clicking 'no' on the insurance, it switches the Diners option back on! A bit sneaky that it defaults to 'yes' instead of being blank and requiring the user to click yes or no, but I think I'll make it a habit to try and click Diners first (even if using Amex), and if I can't click it, then I've forgotten to remove the damn insurance! Sounds silly, but if I'm a bit sleepy when making the booking, it has to help! haha