Qatar/VA redemption booking headaches

[Jusrus]

Hi all

Platinum VA FF, booked redemption flight via VA for Qatar return flight MAD-MEL Aug/Sep back in March.

At booking and receipt of QR PNR, I selected and paid for basic economy reserved aisle seats.

A month ago, there was a small schedule change (30 mins here or there) - I think perhaps also a different aircraft on one of the legs.

I accepted the changes, then got a refund on the seat booking charges and received email to book again.

However, for the past month I have not been able to do so. Not via website on any browser/device, or the app. Says seat map unavailable.

Qatar call centre say that Virgin haven't reissued the itenerary correctly. Virgin say they have. Total circular motion and pretty boring really.

Given my first redemption/flight with Qatar, not a great start (not to mention I didn't realise there was no extra baggage as part of the partnership, which is a total PITA on this particular trip). Will return back to Etihad and not complain about the seats or the temperature of the cabin.

Anyone got any idea how to escalate this?? I can't get through to the AU based VA call centre no matter what I try. Since Twitter became X, no longer getting any response to posts to either support channel which used to be pretty good.

Advice??

 

[henrus]

Platinum VA FF, booked redemption flight via VA for Qatar return flight MAD-MEL Aug/Sep back in March.

Grumble gumble... Off topic but this is where VA's partnership with QR falls apart

Status when flying with QR	VA Gold	QF Gold (oneworld sapphire)
Lounge access	Yes - QR's contracted lounge	Yes - Both QR contracted and oneworld lounges
Priority check in/boarding	Yes	Yes
Priority baggage	Officially no - unofficially maybe	Yes
Extra baggage	No	15kg or 1 piece extra
Free seat select	No	Yes - including exit rows
Priority wait list	No	Yes

Qatar call centre say that Virgin haven't reissued the itenerary correctly. Virgin say they have. Total circular motion and pretty boring really.

Do the ticket numbers on QR's website match the ones that VA provides - it's easy to check VA tickets via tripcase?

Anyone got any idea how to escalate this?? I can't get through to the AU based VA call centre no matter what I try. Since Twitter became X, no longer getting any response to posts to either support channel which used to be pretty good.

QR Live chat might also be worth a shot ?

 

[Jusrus]

Grumble gumble... Off topic but this is where VA's partnership with QR falls apart

Status when flying with QR	VA Gold	QF Gold (oneworld sapphire)
Lounge access	Yes - QR's contracted lounge	Yes - Both QR contracted and oneworld lounges
Priority check in/boarding	Yes	Yes
Priority baggage	Officially no - unofficially maybe	Yes
Extra baggage	No	15kg or 1 piece extra
Free seat select	No	Yes - including exit rows
Priority wait list	No	Yes

Do the ticket numbers on QR's website match the ones that VA provides - it's easy to check VA tickets via tripcase?

Yep they still match - the ticket numbers on both VA and QR haven't changed in email comms either.

QR Live chat might also be worth a shot ?

Didn't know they had this - giving it a shot now!

 

[Jusrus]

Update after live chat with QR and two more calls with VA
When QR changed aircraft, they issued a new ticket number to Virgin.
I accepted the change vía VA, but their system isn’t taking to QR to change the number so I can’t do anything.

All pretty boring and already looking forward to my November flights on Etihad!

 

[yoyo]

My problem is a bit different, I had a booking in business PHL-DOH-MEL using velocity points. Today I happened to check my booking on the Qatar website and it is only showing DOH-MEL. I called Qatar right away and they said that I need to speak to Virgin. But after some research, it appears that the PHL-DOH leg is now being operated by AA and they are not a partner of Virgin so I think that is why I got cancelled. What can I do? I am going to be stranded in Philadelphia. I haven't had any notification of this from the airline, should I wait and see what they offer?

 

[Clayton]

My problem is a bit different, I had a booking in business PHL-DOH-MEL using velocity points. Today I happened to check my booking on the Qatar website and it is only showing DOH-MEL. I called Qatar right away and they said that I need to speak to Virgin. But after some research, it appears that the PHL-DOH leg is now being operated by AA and they are not a partner of Virgin so I think that is why I got cancelled. What can I do? I am going to be stranded in Philadelphia. I haven't had any notification of this from the airline, should I wait and see what they offer?

Very often the airline selling partner flights are very slow to inform of cancelled or changed flights. Usually the first I hear of dramatic changes like this is through Award Wallet, and then the fun begins trying to get a resolution. In this case where QR has dropped the Philadelphia route, neither party will typically offer any option and you'll need to resolve the missing flight yourself.

 

[bcworld]

When QR changed aircraft, they issued a new ticket number to Virgin.

It's VA's ticket (starting 795?)...so how does QR issue a new ticket number??

 

[bcworld]

My problem is a bit different, I had a booking in business PHL-DOH-MEL using velocity points. Today I happened to check my booking on the Qatar website and it is only showing DOH-MEL. I called Qatar right away and they said that I need to speak to Virgin. But after some research, it appears that the PHL-DOH leg is now being operated by AA and they are not a partner of Virgin so I think that is why I got cancelled. What can I do? I am going to be stranded in Philadelphia. I haven't had any notification of this from the airline, should I wait and see what they offer?

You won't get anywhere with this. If you were on a QR ticket...after a fight....they might re-route you JFK-DOH. On a VA ticket...QR will not be interested...best to just cancel and make alternative arrangements.

 

[Must...Fly!]

You won't get anywhere with this. If you were on a QR ticket...after a fight....they might re-route you JFK-DOH. On a VA ticket...QR will not be interested...best to just cancel and make alternative arrangements.

Why not try and ask VA if they can get QR to release a seat out of Washington or New York? Would be worth the question. If they understand is the other matter of course...

 

[Jusrus]

After 19 calls to virgin I sorted this. Of course the seats were twice the price of when I originally booked but I’m just happy not to be sitting in the middle.

Will be interesting to see how lounge access/business queue goes out of Madrid.

 

[Jusrus]

So, just checked in on Qatar App - Virgin not listed as a FF partner?

I've got $20 that says that there are issues in Madrid tomorrow with queue and lounge. It's only because I've trained the checkin staff with Etihad that it works OK now.

And - would you believe after ALL the stuffing around due to a schedule change - they've changed the schedule in the last 48 hours - but NOT sent me any email/note/confirmation. Leaving 30 minutes earlier, no big deal, but there's no way I'm rushing back to this customer experience for a while.

 

[MooTime]

Little unclear what you're asking or requesting in that blurb.

 

[Jusrus]

Little unclear what you're asking or requesting in that blurb.

Fair call. Just surprised that VA not listed as an option for FF details in QR app.
Will report back on travel experience post flight.

 

[Jusrus]

Post trip update - all went relatively well!

Madrid business checkin no problem. Lounge access took some convincing, but worked (Iberia partner lounge).

No issue either way in Doha - lounge OK, Etihad First Class much better. Airport HEAPS better than Abu Dabi, but I missed the great al la carte meal and wine

Melb checkin and lounge all fine, again prefer Etihad lounge.

Would do again, but switching back to Etihad when suits.

 

[RooFlyer]

No issue either way in Doha - lounge OK, Etihad First Class much better. Airport HEAPS better than Abu Dabi, but I missed the great al la carte meal and wine

Glad it went well ... eventually! You were in QR J ... so the Al Mourjan Lounge at DOH, you are talking about?

I'm on QR across to IST in J in a few days (frequent QR traveller) then back on EY via AUH of course in a few weeks, in J (Aeroplan redemption).

I'm a VA Plat - I believe I can access the EY First lounge by flashing my VA Plat card, not withstanding I'm on an Aeroplan redemption on EY J. Do you know if that's the case? If so, any tips for the F Lounge at AUH?

 

[henrus]

I'm a VA Plat - I believe I can access the EY First lounge by flashing my VA Plat card, not withstanding I'm on an Aeroplan redemption on EY J. Do you know if that's the case? If so, any tips for the F Lounge at AUH?

Correct, just show the VA card.

EY lounge is best enjoyed sitting at the dining space with a glass of champagne if you're into that sort of thing, the EY offering retails around $300 a bottle.

You can view the full Etihad menu here:

https://www.etihad.com/content/dam/eag/etihadairways/etihadcom/Global/pdf/menus/first-class-menu.pdf

 

[RooFlyer]

Thanks. As I mentioned, I've heard it before but can't quite believe it. I mean, its the same as QF Plat getting access to (most) OW F lounges, but this being a partner relationship ... pretty good.

 

[jase05]

Thanks. As I mentioned, I've heard it before but can't quite believe it. I mean, its the same as QF Plat getting access to (most) OW F lounges, but this being a partner relationship ... pretty good.

We love the AUH F lounge and over the years I’ve always felt EY looks after VA status passengers better than anyone else. The lounge is a great place to relax and enjoy some decent F&B. Will be a sad day when/if VA ends the partnership