Hi VFF,
in January I flew MEL-SYD-AUH-BRU-AUH-MEL. All flights were in Business Class, and all on the same ticket. All flights were on EY codes. The MEL-SYD sector was on VA metal, while all other sectors were on EY metal.
My Velocity number was added to the booking prior to travel, as confirmed by the person who checked me in (VA staff). My Velocity number was also printed on all boarding passes. Points and SCs for all of the flights on EY metal posted automatically within a couple of days, but the points and SCs for the MEL-SYD sector (which was on VA metal) have still not credited.
I submitted a retro claim online 2 weeks after the flight. In the first instance I used the web form on the grounds that the flight was with VA, rather than the e-mail method that should be used for EY flights. It later occurred to me that this might have been a mistake, but the website really isn't clear either way - it says:
Claim missing Points online for eligible travel on Virgin Australia (excluding services featuring an XR flight number), Virgin Samoa, Air New Zealand, Singapore Airlines and SilkAir.
Anyway, after 2 weeks had passed with no sign of the points or SCs and no reply, I assumed I had done the wrong thing, so I submitted a new claim by e-mail. I explained the situation above in my e-mail, in case it appeared that I was trying to double dip. Now, over a month after the second missing points claim, I still haven't been credited with points or SCs. Also, I still haven't had any sort of reply to either claim, other than the initial auto-reply acknowledgment saying "Points for eligible flights with Virgin Australia will be credited to your account within 3 working days and points for eligible transactions with our partners will be credited to your account within 4 weeks".
I'd be grateful if you could clarify the following:
1. What is the correct process to follow to claim missing points from a flight that was on VA metal but an EY code? Can the website be updated to clarify this?
2. If a missing points claim is unsuccessful for any reason, will I get a reply to explain why?
3. Can you explain why there would be a problem posting points and SCs for a sector on VA metal, when the points and SCs from all sectors on EY metal on the same booking posted without issue?
4. Can you advise how long it should take to receive the missing points/SCs?
Thanks in advance.
in January I flew MEL-SYD-AUH-BRU-AUH-MEL. All flights were in Business Class, and all on the same ticket. All flights were on EY codes. The MEL-SYD sector was on VA metal, while all other sectors were on EY metal.
My Velocity number was added to the booking prior to travel, as confirmed by the person who checked me in (VA staff). My Velocity number was also printed on all boarding passes. Points and SCs for all of the flights on EY metal posted automatically within a couple of days, but the points and SCs for the MEL-SYD sector (which was on VA metal) have still not credited.
I submitted a retro claim online 2 weeks after the flight. In the first instance I used the web form on the grounds that the flight was with VA, rather than the e-mail method that should be used for EY flights. It later occurred to me that this might have been a mistake, but the website really isn't clear either way - it says:
Claim missing Points online for eligible travel on Virgin Australia (excluding services featuring an XR flight number), Virgin Samoa, Air New Zealand, Singapore Airlines and SilkAir.
To claim missing Points for travel on our Airline Partners, including Etihad Airways, Delta Air Lines, Virgin Atlantic, Virgin America, airberlin and Hawaiian Airlines, or any Virgin Australia service featuring an XR flight number flown prior to 02 August 2013, please email a copy of your flight itinerary and e-ticket to [email protected]
It does not clarify what "travel on Virgin Australia" means - i.e. does this mean on a VA code or on VA metal (or both)?
Anyway, after 2 weeks had passed with no sign of the points or SCs and no reply, I assumed I had done the wrong thing, so I submitted a new claim by e-mail. I explained the situation above in my e-mail, in case it appeared that I was trying to double dip. Now, over a month after the second missing points claim, I still haven't been credited with points or SCs. Also, I still haven't had any sort of reply to either claim, other than the initial auto-reply acknowledgment saying "Points for eligible flights with Virgin Australia will be credited to your account within 3 working days and points for eligible transactions with our partners will be credited to your account within 4 weeks".
I'd be grateful if you could clarify the following:
1. What is the correct process to follow to claim missing points from a flight that was on VA metal but an EY code? Can the website be updated to clarify this?
2. If a missing points claim is unsuccessful for any reason, will I get a reply to explain why?
3. Can you explain why there would be a problem posting points and SCs for a sector on VA metal, when the points and SCs from all sectors on EY metal on the same booking posted without issue?
4. Can you advise how long it should take to receive the missing points/SCs?
Thanks in advance.