New booking engine is up

[koonyaflyer]

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.

My patience is starting to wear thin, and today's call to Velocity has not helped. My flight HBA to SYD from last Monday has not yet credited, and a retro claim attempt gave me the message that as I had failed to board the flight points will not apply. When I spoke to Velocity they advised that points are taking longer than usual, and I should contact gem at the end of next week if they have not appeared.

REALLY ... I am not sure that they will appear, and should the onus really sit with me when I have already followed the stated protocol for missing points. Goodness only knows what will happen to last Friday's points...the 6.05 flight via Canberra was a debacle saved only by the crews amazing humour!

This coupled with multiple flight delays this week, absurd changes to their VR system which has odds close to winning Lotto of one ending up in the right place, the explanation by Velocity that the fare of around $480 for a flexi HBA to SYD, via MEL is significantly more than the direct HBA to SYD flexi at around $280 is because of the additional taxes associated with going via Melbourne and the inability to see Virgin flight in my corporate online booking tool are making the relationship painful. I am trying to book 8 flights over the next 2 weeks at the moment, and I am starting to think jetstar is looking attractive

 

[Deleted member 29185]

I had exactly the same thing - every single option was unticked, so I've had to re-tick them all too -

Although mine have transitioned across, it may pay you to also check important other details for yourself AND other family members like whether family pooling requests transitioned across. Mine did, but it seems there are differences between members on what has transitioned and what hasn't. (Imagine the drama trying to retro claim SCs because a family pool arrangement had failed to transition).

 

[Deleted member 29185]

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

No. Flexi SCs unless it's changed.

 

[Deleted member 29185]

a retro claim attempt gave me the message that as I had failed to board the flight points will not apply.

Did you fail to board the flight?

If I'm correctly reading your post, you did fly....so that seems a big concern if the VA computer doesn't recognise a flyer from a no-show. Aren't there regulatory issues with that problem?

 

[koonyaflyer]

Did you fail to board the flight?

If I'm correctly reading your post, you did fly....so that seems a big concern if the VA computer doesn't recognise a flyer from a no-show. Aren't there regulatory issues with that problem?

I definitely did board the flight, will be interesting to see how I prove it, as a boarding pass does not prove I boarded!

To add a little humour to all of this, on my return flight via CBR on Friday night we sat on the Tarmac for nearly 2 hours as they could not get the manifest right. In the end they had to re check in all pax. When we landed in CBR we advised we could not leave the aircraft as there was an "extra" passenger on board. We all had to show our boarding pass and photo ID before being able to disembark! I do feel sorry for the crew and ground staff but I don't think any of this reflects well on the Sabre implementation plan.

 

[bcworld]

I definitely did board the flight, will be interesting to see how I prove it, as a boarding pass does not prove I boarded!

To add a little humour to all of this, on my return flight via CBR on Friday night we sat on the Tarmac for nearly 2 hours as they could not get the manifest right. In the end they had to re check in all pax. When we landed in CBR we advised we could not leave the aircraft as there was an "extra" passenger on board. We all had to show our boarding pass and photo ID before being able to disembark! I do feel sorry for the crew and ground staff but I don't think any of this reflects well on the Sabre implementation plan.

Lots of reports of inability to print a passenger manifest = long delays. No doubt the belief that you didn't board the flight could be related to something like this.

 

[Bolthead]

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

Me too... I have 5 x VFF under the one roof and I am the only one that can't log in. Actually I can log in but I get this message when I go to 'My Account' page.

You won't believe it, I went to the page to copy the error message and it worked.... I'll be sucked in, chewed up and spate out...

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

Tried that still doesn't work...

PS: In other words forget what I just said...

 

[Bolthead]

I think these issues are to do with the new system... (or just poor training)

I had some basic questions I wanted to put to the call centre this afternoon.
Q1. If booking flight from ADL-HKG on VS would the baggage be checked through to HKG
A1. Yes but you have to book through a travel agent.
My response.... I didn't have one. My mind was blown.

Q2. Is there any agreement (partnerships) with VA for flights going from HKG - PVG I clarified by saying can I get these flight on the same booking.
A2. No. We don't have interline arrangements with anybody on that route. (fair enough I thought)

Q3. I am sure that in the old system you could book code share flight from SYD - HKG on the VA website. At the moment you can't.
A3: You can only book flights to HKG via AUH.
My response..... no you can't.
Her response.... well try a travel agent. They should be able to help.....

 

[Sojourner]

According to the booking system, there are no flights from Syd to KL or from Syd to Singapore.

I thought this was going to be a short term issue, but it's been a week now and it hasn't been fixed. They'll be losing tons of money on this one.

 

[anat0l]

...I am starting to think jetstar is looking attractive

I hope you meant that rather facetiously rather than seriously... because if that was serious then that is beyond concerning!

Lots of reports of inability to print a passenger manifest = long delays.

How many days has there been reports of mucked up manifests? I hope not too many, because that kind of error, even if intermittent, should've generated a code red priority alert for treatment.

I think these issues are to do with the new system... (or just poor training)

It's got to be poor training, depending also on which call centre (Australian or non-Australian) addressed your question. I've got a bit of a concern being followed up (eventually, bigger fish to fry at the moment) by our resident VA employee.

Q3. I am sure that in the old system you could book code share flight from SYD - HKG on the VA website. At the moment you can't.
A3: You can only book flights to HKG via AUH.
My response..... no you can't.
Her response.... well try a travel agent. They should be able to help.....

What a very odd response. Even if they are under considerable pressure, that's not even close to an acceptable answer. In fact, can you book a flight SYD-AUH-HKG using the VA website? (I imagine SYD-AUH being easy, but does AUH-HKG have a VA codeshare number on it?)

Just tried to book SYD-HKG myself, and you're right - for some reason it returns "No flights available for your dates". I also can't book SYD-SIN, SYD-NRT or SYD-MNL though I've had success with BNE-SIN, BNE-DUD and even SYD-XMB (which is the Marina Mall Bus Station in Dubai); in fact, you can get the latter with 3 stops for not much more than a 1 stop, rather "uncharacteristically".

Is it possible that the issue is with loading the codeshares or flights with the partners except for EY, DL and NZ (and possibly one other)? In fact, was there a VA codeshare on SYD-HKG before (i.e. there is definitely a VS flight, but a codeshare flight number on it)? SYD-SIN surprises me because I thought that even if I'm not booked on any of the SQ flights, at a minimum the engine would return an option via BNE (i.e. BNE-SYD on VA domestic, then BNE-SIN on EY).

I thought this was going to be a short term issue, but it's been a week now and it hasn't been fixed. They'll be losing tons of money on this one.

Well that depends. Are you booking with someone else?

I suppose for all of these, you could just as easily book with the partner airline (e.g. instead of booking through the VA website, you book through the SQ website). You would need to check carefully the fare class for points / SC earn, but if you're booking J or F then this is rarely an issue anyway.

 

[QF WP]

Although mine have transitioned across, it may pay you to also check important other details for yourself AND other family members like whether family pooling requests transitioned across. Mine did, but it seems there are differences between members on what has transitioned and what hasn't. (Imagine the drama trying to retro claim SCs because a family pool arrangement had failed to transition).

Many thanks for identifying this - I had a sinking feeling that mine might have changed, but thankfully they were all still there

 

[Bolthead]

Is it possible that the issue is with loading the codeshares or flights with the partners except for EY, DL and NZ (and possibly one other)? In fact, was there a VA codeshare on SYD-HKG before (i.e. there is definitely a VS flight, but a codeshare flight number on it)? SYD-SIN surprises me because I thought that even if I'm not booked on any of the SQ flights, at a minimum the engine would return an option via BNE (i.e. BNE-SYD on VA domestic, then BNE-SIN on EY).

I think this is just one of the issues they will fix eventually. I am sure that previously you could book a code share flight with VS to Hong Kong. (I'll stand corrected) I was more dumb founded with her response. It was an overseas call centre.

 

[greenfish]

After last week's shambles I thought I'd have another go booking some flights to / from NZ today.

Oddly, Tauranga (TRG) is a valid destination and shows flights from SYD or MEL via AKL, but does not work as an origin. Tried a few other online booking engines without success.

 

[bcworld]

Well, I just had a nice result so will stop complaining about VA now!

Called up to date change a pre-migration booking which was a sale fare. Fully expecting $80pp change fee plus about $50pp in fare difference.

Instead the agent made the changes at no additional charge! Call time was 8 mins.

I'm Gold...travel companion Silver.

 

[QF WP]

Hope they get my missing flights posted on the correct date, because now I am back to 715 SC's as 100 have just rolled off after 12 months.

 

[nlagalle]

How many days has there been reports of mucked up manifests? I hope not too many, because that kind of error, even if intermittent, should've generated a code red priority alert for treatment.

I know of one last Tuesday where the flight was stuck at the gate for nearly 2 hours past the planned departure time. a work friend was on the flight

Well that depends. Are you booking with someone else?

Maybe a combination of people booking elsewhere and also providing credit notes (my friend received one for the value of his flight as did other pax). It will be costing them money...

I'm flying to SYD and back on VA on Thursday so it will be interesting to see if it has improved. i would have booked QF but they were a fair bit more expensive for the times I needed.

 

[KCMil]

Their OTP today is back up around the 86% level for within 10minutes which is their new self imposed bench mark. yesterday had a few glitches but by their own figures it was mainly weather and other issues, not so much Sabre, but still up around 78%. Seems to be getting better.
Rang the Velocity number today and was through in a couple of minutes and changes made quickly and easily with any fee's waved, another pleasant suprise this week after being upgraded twice with appologies for disruption.

 

[bcworld]

fee's waved, another pleasant suprise

There is definitely a bit of a PR exercise going on here - I couldn't believe it when they made my changes for free! I do also wonder if there is any extent to which collecting payments is slowing up the process. The complaints of duplicate payments are still coming think 'n' fast on Facebook.

 

[Bolthead]

Me too... I have 5 x VFF under the one roof and I am the only one that can't log in. Actually I can log in but I get this message when I go to 'My Account' page.

You won't believe it, I went to the page to copy the error message and it worked.... I'll be sucked in, chewed up and spate out...




Tried that still doesn't work...

PS: In other words forget what I just said...

It's happening again.... can get into Wife and 2 x children but can't get into mine and elder daughter. Frustrating ...:?:

 

[bcworld]

It's happening again.... can get into Wife and 2 x children but can't get into mine and elder daughter. Frustrating ...:?:

View attachment 12944

I get this too periodically but find that you can just ignore this message. Click 'View Account Details' or the redeem options etc and everything works fine (ish!).