[now live] Upgrade your flexi to J using points in the VA lounge.

[Milboo]

How many points were they asking, and which route?

4900 to SYD

 

[bullerdude]

It was for a flight tomorrow, there is availabilty, which was confirmed by the VA rep, on the phone, by the time they F%$%%ed about, for half an hour, they claim the availability was no more :-| The booking engine still shows the same availability of seats that it showed, when I was told availability was there.
I understand its a free upgrade, but its the one differentiation between Platinum and Gold, the 10 or so times I have tried to upgrade they have told me to PO yet when I get onboard there is always between 2-6 available J seats on 737. Think they are just taking the piss.
Might as well just can the free upgrades if they dont want to part with them, save people getting pissed off with them. I have 5 sitting in my account, and am never able to use them, even when Y is chockers and J is a ghost town.

This does not sounds right at all - the Platinum service desk has always processed my complimentary upgrades within 5-10 minutes (and when it takes longer the call me back after they sort it out).

If there is business reward availability showing online then you should be able to redeem an upgrade as they now come from the same pool for seats (i.e. Z class).

To be me, it seems that whomever you are speaking to at the call-centres do not know how to properly process the upgrades or what the eligibility rules out. They should not be bouncing you around call centres to get it done, the Platinum centre should process it for you without any issues.

I would like to request comment from VFF regarding this issue as inability to recieve marketed benefits is a significant problem.


Edit:

NB: VFF, if the rules have changed any my comments above are not correct, can you please advise on the updated rules and process.

 

[flyertom]

Business upgrades in Melbourne Lounge - trial

Despite massive frustrations with their website, Virgin are getting some things right...

Virgin are trailing Business upgrades on Velocity points in their Melbourne lounge (no need to do it 3 hours ahead via the frustrating Velocity call centre). Soon to be trialled in other Lounges.

The staff this morning were very excited to do the upgrade - their first go at it with a real customer. And like many travellers I'm happy to pay (points) for the service.

Well done guys. Now to implement Velocity upgrades on your website like your competition.

 

[Boris spatsky]

I never seem to get the Platinum call centre. Put in my FF number (WP) and it goes to any random call centre person.

How do you get the Platinum line? (VFF, suggest you take note pls - QF has a dedicated number that gets you through everytime).

 

[bullerdude]

I never seem to get the Platinum call centre. Put in my FF number (WP) and it goes to any random call centre person.

How do you get the Platinum line? (VFF, suggest you take note pls - QF has a dedicated number that gets you through everytime).

Getting to the Platinum call centre is painful - it used to be simple but now its annoying and time-consuming.

Dial 131875, press 1, press 1, key in velocity number, press 4, press 3

^ That should get you straight through to the Plat line - I have complained on a number of times about the new system but so far nothing has improved.

 

[lovestotravel]

How do you get the Platinum line? (VFF, suggest you take note pls - QF has a dedicated number that gets you through everytime).

Which most of the time is the same staff as non-status members get, but they just answer the phone differently

 

[bullerdude]

Which most of the time is the same staff as non-status members get, but they just answer the phone differently

I disagree, I always get through to brisbane as oposed to an overseas call-centre. Plus, the staff generally know how to resolve my query or go and figure out how to do it and call me back so I do not have to wait.

 

[777]

I disagree, I always get through to brisbane as oposed to an overseas call-centre. Plus, the staff generally know how to resolve my query or go and figure out how to do it and call me back so I do not have to wait.

Completely agree. They are definitely different call centers unless something goes awry.

 

[lovestotravel]

I disagree, I always get through to brisbane as oposed to an overseas call-centre. Plus, the staff generally know how to resolve my query or go and figure out how to do it and call me back so I do not have to wait.

To be clear I was talking about QF and not VA

QF platinum staff mainly just answer the phone differently when it's a Plat calling through. The main advantage is that you get through faster than non-status pax

 

[moa999]

Note also to redeem the Comp Upgrade,
you then need to be transferred to the Velocity Platinum desk person
(the normal Plat desk or general desk can't do this)

5 times out of 5 my Velocity number has not transferred through
and I again have to provide my Booking Ref

as well as email, DOB and home address

to get the upgrade processed.

 

[markis10]

To be clear I was talking about QF and not VA

QF platinum staff mainly just answer the phone differently when it's a Plat calling through. The main advantage is that you get through faster than non-status pax

The Platinum staff are a dedicated team who will take normal calls when there is no premium calling, but they are very much a different team to the normal call centre, which is evident when it comes to tricky questions etc.

 

[lovestotravel]

The Platinum staff are a dedicated team who will take normal calls when there is no premium calling, but they are very much a different team to the normal call centre, which is evident when it comes to tricky questions etc.

Well that's maybe what they meant, but I haven't had to test them with anything difficult yet

 

[serfty]

The Platinum staff are a dedicated team who will take normal calls when there is no premium calling, but they are very much a different team to the normal call centre, which is evident when it comes to tricky questions etc.

... also, someone switched on enough to know (or care that) a WP is calling would generally likely to provide better service.

 

[Velocity Frequent Flyer]

A couple of points to clarify:

1. Well done guys. Now to implement Velocity upgrades on your website like your competition.


We are always looking at ways to automate upgrades so you do not have to call. Management are aware and we are looking at solutions that can be implemented asap.

1. Is it only on points, or can complimentary upgrades be used?


You can use either your complimentary upgrade or points.

1. This sounds brilliant! Would love to have this service available in BNE.


Subject to a successful trial ( and based on the AFF feedback so far it appears to be a popular product?) this will be available in all capital city ports where we have a lounge (plus Gold Coast)

Also, just to clarify, it is available from MEL to all routes that offer a business cabin, with the points levels being based on mileage rates that can be found here Redeem Points for a Flight Upgrade | Velocity Frequent Flyer

As part of the trial, we are working closely with our catering team with a “top up” process to ensure guests who are upgraded in the lounge receive the full J catering product.
This is the reason for the 40min cut off

 

[markis10]

As part of the trial, we are working closely with our catering team with a “top up” process to ensure guests who are upgraded in the lounge receive the full J catering product.
This is the reason for the 40min cut off

LMPPs perhaps (Luke Mangan Party Pies)

 

[MarkD]

Man enough to admit I was wrong, today was upgraded on an upgrade certificate at Melbourne Lounge. All in all today has been faultless with Virgin. Was on a sparrow fart flight to MEL, Via Syd, Flexi ticket, they swapped me out and gave me row 3 on the direct flight, service was faultless in all areas. Had meeting in Melabourne, arrived at the lounge, enquired about upgrades, No worries, I will have a look they said. Apologised for being slow, but neither staffer had done one before. Printed boarding pass, allocated a Buisiness class seat, informed, catering may not be available, and thats no issue, I just want to sleep (Which I wouldnt be able to on a packed 737 in row 5, which is where I was (Only booked yesterday). All in all, I cannot fault Virgin in any area today. I know its just one day, but the whole thing was very professional. Now they just need to get their website sorted, and get upgrades etc online. The service has always been good, but I think they may have had some training of late

 

[lovestotravel]

That's great news Mark!

Hopefully the improved customer service continues and if staff have received more training that would be great

 

[777]

I'm curious about whether this opens up additional inventory?

Traditional J upgrades rely on there being award seats available. I would assume that one of the benefits of closing it 40mins before is that can you can fill a half empty J cabin if you so choose at the last minute?

 

[lovestotravel]

You would hope so, having a full J cabin is a WIN for so many reasons

 

[smit0847]

9,900 points for a MEL/SYD-PER upgrade Flex to J is a pretty good use of points in my book!