Redemption Booking

[Cruiser Elite]

Guys I am a simple person with a simple question.

If I make a redmption booking using Velocity points - and I subsequently cancel that booking for whatever reason - are the Velocity points redeposited into my Velocity account or are the points forfeited?

 

[Velocity Frequent Flyer]

Guys I am a simple person with a simple question.

If I make a redmption booking using Velocity points - and I subsequently cancel that booking for whatever reason - are the Velocity points redeposited into my Velocity account or are the points forfeited?

I would hope they are re-allocated!

(if this hasn't happened PM your details and we can follow up)

cheers

 

[Cruiser Elite]

I would hope they are re-allocated!

(if this hasn't happened PM your details and we can follow up)

cheers

The problem has not arisen as yet.

I looked at redeeming Biz flight MEL-LAX in Sept 2011 - I found acceptable flights but thought I should check first as sometimes I need to travel to China at short notice - therefore MEL-SIN-LAX and ret with SQ is much more suitable - but basically extra 2 days.

I called Velocity 13 number and was informed points will be forfeited if I cancel once redemption confirmed - just does not sound fair to me.

 

[Velocity Frequent Flyer]

I called Velocity 13 number and was informed points will be forfeited if I cancel once redemption confirmed - just does not sound fair to me.

Okay, just received clarification - Reward seats are non-refundable - you are entitled to a refund of the Taxies, Fees and Levies only. Points wouldn't be returned.

 

[Cruiser Elite]

Okay, just received clarification - Reward seats are non-refundable - you are entitled to a refund of the Taxies, Fees and Levies only. Points wouldn't be returned.

IMHO that is disgraceful.

What is QF policy on this does anybody know?

Yesterday I redeemed a one way saver award with KF MEL-SIN on Nov 8 - had a change of plans overnight - I log onto SQ's site today and I can cancel that redemption booking and ALL points redeposited if I pay a small fee.

How does Virgin hope to build customer loyalty whilst employing these stratagies?

 

[jsd]

IMHO that is disgraceful.

Not Really, the policy is pretty clear cut in the reward fare conditions @ Velocity - VA Fare Types

Cancellation and no-shows: Not permitted. Fare forfeited

What is QF policy on this does anybody know?

14.8.1 Classic Award tickets issued for travel on Qantas, oneworld Alliance Airlines or Airline Partners (other than Jetstar Asia (3K) or Valuair (VF) or Itinerary confirmations on flights operated by Jetstar Asia (3K) or Valuair (VF) may be submitted for refund and re-credit prior to commencement of travel. Where applicable, only Points that would not have expired will be re-credited. A Cancellation Refund Fee (see the Fee Schedule) will apply.

Josh

 

[Cruiser Elite]

Not Really, the policy is pretty clear cut in the reward fare conditions

Oh I do not dispute the fact that it is in their conditions - but if you think that is fair then you and I have vastly different views on this matter.

Just cancelled a one way saver award with SQ which I made yesterday for travel on Monday - all points will be redeposited and I have to payA$31.20 fee.

SQ cops a lot of flack - but they just received a heap of staus credits from me - Virgin just slipped further down in my estimations.

This story will also make for great dinner time / bar room conversation over the next few months - again I ask the question how does Virgin expect to grow customer loyalty with these practices - or is the general consesus that this is fair practice?

 

[jsd]

again I ask the question how does Virgin expect to grow customer loyalty with these practices - or is the general consesus that this is fair practice?

The general consensus with loyalty programs is that you are rewarded with points to redeem for flights (substiture for X if it isn't an airline program) for being loyal to that particular company.

Thinking a bit more local here but if I have a loyalty card for X Coffee shop which gives a free coffee for every 10 you buy, if I buy to coffees they reward me for my continued loyalty with a free one.

However if I have a loyalty card for X coffee shop and buy coffees at Y & Z coffee shop its going to take a while to get that free one.

 

[Cruiser Elite]

The general consensus with loyalty programs is that you are rewarded with points to redeem for flights (substiture for X if it isn't an airline program) for being loyal to that particular company.

Thinking a bit more local here but if I have a loyalty card for X Coffee shop which gives a free coffee for every 10 you buy, if I buy to coffees they reward me for my continued loyalty with a free one.

However if I have a loyalty card for X coffee shop and buy coffees at Y & Z coffee shop its going to take a while to get that free one.

I've been loyal - I've accrued the points- I am trying to enjoy the 'reward' which I anticipated I could use at my discretion for being a loyal customer.

But no - Virgin say YES come fly with us over and over - give us your money over and over - but if you want to use the reward we PRETEND we will give you - NO NO NO - make one slip up and we will strip that reward back off you - PLEASE PLEASE come fly with us over and over.

So I fly with Virgin regularly and loyally since it's inception - I then book a redemption flight - 2 days before I am due to fly some drunk hits me on my bicycle - I break my leg - I cannot fly the following week - WHAMMO those points I accrued by being LOYAL to Virgin over the last 3 or 4 years gone in a flash - and you think that's fair?

 

[jsd]

and you think that's fair?

I never said that, however like it or not, you actually agreed to those Fare Rules and the Velocity Terms & Conditions when you signed up to the program.

 

[Cruiser Elite]

I never said that, however like it or not, you actually agreed to those Fare Rules and the Velocity Terms & Conditions when you signed up to the program.

I am well aware I agreed to the T & C's - however the fact that I agreed does not make it FAIR IMHO.

It is UNFAIR that this is standard prctice by Virgin - and don't tell me you can substantiate their stance by quoring QF T & C's either - 2 wrongs do not make either right.

 

[straitman]

I am well aware I agreed to the T & C's - however the fact that I agreed does not make it FAIR IMHO.

It is UNFAIR that this is standard prctice by Virgin - and don't tell me you can substantiate their stance by quoring QF T & C's either - 2 wrongs do not make either right.

Cruiser Elite,

I agree with you that a refund minus a cancellation fee or a rebook minus a fee sounds a lot more reasonable. Maybe you should look at some travel insurance that covers points losses.

 

[Cruiser Elite]

Cruiser Elite,

I agree with you that a refund minus a cancellation fee or a rebook minus a fee sounds a lot more reasonable. Maybe you should look at some travel insurance that covers points losses.

I have a corporate travel insurance policy that covers all employees annually - I have no idea whether it covers points or not - either way - an airline 'stealing' your points due to a cancelled redemption should not be tolerated by anybody - just hope everybody reads this thread and starts to ask the same questions.

Maybe those who think this is an acceptable practice are not actually the ones shelling out their hard eaned $$$'s to purchase the original flights.

 

[Egg]

I agree with Cruiser Elite. The fact that something is in the terms and conditions doesn't make it fair and reasonable. Open disclosure is not the issue - if they had this policy AND they didn't disclose it, then that would just make it doubly disgraceful.

As for the policy, it's a total rort. It's not as though Virgin is not going to offer the seat for sale after you cancel it and they take all your points. There's no possible justification for it, as the fact that other airlines only charge you a cancellation fee demonstrates.

 

[Cruiser Elite]

I would hope they are re-allocated!

(if this hasn't happened PM your details and we can follow up)

cheers

Now I know that I am a dumbie - but please let me ask this question "Velocity Rewards" are you an official representative of Velocity program?

 

[JOC469]

I have a corporate travel insurance policy that covers all employees annually - I have no idea whether it covers points or not - either way - an airline 'stealing' your points due to a cancelled redemption should not be tolerated by anybody - just hope everybody reads this thread and starts to ask the same questions.

Maybe look at it as a points redemption that can't be cancelled. By getting the taxes refunded then you are actually ahead!

Before you get too whiney, as has already been pointed out it is in the T&C of the program. Check with your travel insurer if the policy covers you, otherwise claim the 'loss' from the driver that hit you (so long as you weren't at fault) in the accident.

 

[jsd]

either way - an airline 'stealing' your points due to a cancelled redemption should not be tolerated by anybody - just hope everybody reads this thread and starts to ask the same questions.

How is it 'stealing'?

Walking into a shop, stuffing something under your jacket without intention to pay for it and walking out of the shop again is 'stealing'

However in this case you have clearly agreed that you will NOT be provided with a refund of the points if you decide to cancel a reward flight that you have booked, I'm sorry but I fail to see how that is 'stealing'.

 

[markis10]

Now I know that I am a dumbie - but please let me ask this question "Velocity Rewards" are you an official representative of Velocity program?

I can answer that question on their behalf, short answer is yes! (Either that or they had really good access to the systems to do a status match for me ).

 

[kamchatsky]

Whilst it is clearly stated, it is certainly not the flexible redemption program around.

I do hope when they revamp their program they will take this into account.