Retro Claim - How long do I have to wait?

[notzac]

Why does it need to take so long? I've put in a claim for my parents for flights on Etihad last week. Is it really going to take months to get sorted?

In some cases, yes. Not one of my favourite parts of the program. Last EY flight I had took 12 days to clear in to my account.

 

[ricee007]

In some cases, yes. Not one of my favourite parts of the program. Last EY flight I had took 12 days to clear in to my account.

It took them 15 weeks to reject my Air NZ claim.... with an email saying that my details were not correct.That is a loud of cough. I sent in my boarding passes, as requested by the website, to the correct email address. How the hell could that be incorrect? Now, it's over 15 weeks and I'm still trying to get it sorted. Not worth it. Not flying Virgin again till it gets fixed.

My Strawberrynet points never showed up.

I forget exactly how long, but my Virgin flights took about 6 weeks to show up

In the mean time, I'm bad mouthing Virgin/Velocity to every forum I know of, as well as many friends and families. Hopefully I can make even but a couple of people re-think whether or not it is worth joining Velocity.

 

[Deleted member 29185]

I sent in my boarding passes, as requested by the website,

I never knew this requirement. I rarely retain boarding passes, just the itinerary and booking confirmation/receipt. Surely DJ can (and do) check you're on a flight without the boarding pass (even a partner airline flight) as just having a boarding pass is no guarantee you actually flew?

 

[ricee007]

I never knew this requirement. I rarely retain boarding passes, just the itinerary and booking confirmation/receipt. Surely DJ can (and do) check you're on a flight without the boarding pass (even a partner airline flight) as just having a boarding pass is no guarantee you actually flew?

See eg, FAQs | Velocity Frequent Flyer
Answer

'To claim Velocity Points for eligible flights with Etihad Airways, Delta Air Lines, Virgin Atlantic, Virgin America, Hawaiian Airlines, Air PNG or SkyWest email a copy of your Electronic Ticket or Boarding Pass to [email protected]. '


Back when I claimed 15 weeks it ago, Air NZ was on that list.

I just found out a couple of days ago, AIR NZ no longer is... helfpully, they also aren't on the list of the other airlines that you can do retrospective claims for.. ('Claim missing Points for flights on Virgin Australia, Virgin Samoa or our other Airline Partners.') - other airlines seem to refer to the list above starting with Etihad - or to the other Virgin branded ones (and poly blue).

Clearly this means the other advice must be followed..
'For flights with Virgin Australia, V Australia, Pacific Blue and Polynesian Blue and our international airline partners ... Please have the following handy to claim you Points:
• Your membership number.
• For flights, your flight booking reference (PNR) or flight number, date of flight, origin and destination (if unsure, call the airline and they should be able to help).'

So I sent in my boarding pass when it told me - met requirement #1.
I've definitely sent in date of flight, origin, destination, flight number (all on boarding pass!) - met alternative requirement #2

But guess what, the 'details I submitted' were wrong.

What an utter joke this whole program is.

 

[Velocity Frequent Flyer]

See eg, FAQs | Velocity Frequent Flyer
Answer


'To claim Velocity Points for eligible flights with Etihad Airways, Delta Air Lines, Virgin Atlantic, Virgin America, Hawaiian Airlines, Air PNG or SkyWest email a copy of your Electronic Ticket or Boarding Pass to [email protected]. '




Back when I claimed 15 weeks it ago, Air NZ was on that list.


I just found out a couple of days ago, AIR NZ no longer is... helfpully, they also aren't on the list of the other airlines that you can do retrospective claims for.. ('Claim missing Points for flights on Virgin Australia, Virgin Samoa or our other Airline Partners.') - other airlines seem to refer to the list above starting with Etihad - or to the other Virgin branded ones (and poly blue).


Clearly this means the other advice must be followed..
'For flights with Virgin Australia, V Australia, Pacific Blue and Polynesian Blue and our international airline partners ... Please have the following handy to claim you Points:
• Your membership number.
• For flights, your flight booking reference (PNR) or flight number, date of flight, origin and destination (if unsure, call the airline and they should be able to help).'


So I sent in my boarding pass when it told me - met requirement #1.
I've definitely sent in date of flight, origin, destination, flight number (all on boarding pass!) - met alternative requirement #2


But guess what, the 'details I submitted' were wrong.


What an utter joke this whole program is.

In the mean time, I'm bad mouthing Virgin/Velocity to every forum I know of, as well as many friends and families. Hopefully I can make even but a couple of people re-think whether or not it is worth joining Velocity.

Our AFF inbox is open to assist the AFF community that have questions or issues, so use the forum for good (ie and use the official company rep as has been noted previously) and let us fix the problem, rather than achieve little.

 

[ricee007]

Our AFF inbox is open to assist the AFF community that have questions or issues, so use the forum for good (ie and use the official company rep as has been noted previously) and let us fix the problem, rather than achieve little.

I know it has not been particularly long, but I've pmed the rep on this forum twice.... About four days ago, the first time...... I have not got a reply yet. feel free to correct me, but it w as 3, 4 or 5 days ago...... Trust me, I've tried the phone, email, velocity complaint form, pming the rep and whining on ythis forum...what more is expected of me?

Please excuse any mosspelling, I'm on my phone.

 

[Virgin Australia]

I know it has not been particularly long, but I've pmed the rep on this forum twice.... About four days ago, the first time...... I have not got a reply yet. feel free to correct me, but it w as 3, 4 or 5 days ago...... Trust me, I've tried the phone, email, velocity complaint form, pming the rep and whining on ythis forum...what more is expected of me?

Please excuse any mosspelling, I'm on my phone.

Received your message on Saturday, so will follow up on it today.

 

[ricee007]

Received your message on Saturday, so will follow up on it today.

For the AFF Community, and to be fair to Virgin/Velocity/the Rep, the Rep has perfectly resolved my issues and noted that cases like mine are used to improve internal processes. He even managed to offer a sincere apology.

I'm happy again, and publicly thank him.


Regards,

 

[pblackie]

Did you get your points in the end? how long did it take? i'm still waiting for points from an Etihad flight in December.

 

[ricee007]

Did you get your points in the end? how long did it take? i'm still waiting for points from an Etihad flight in December.

Yes. See the post before yours. Cheers

 

[james4321]

Our AFF inbox is open to assist the AFF community that have questions or issues, so use the forum for good (ie and use the official company rep as has been noted previously)

For Virgin Australia - how do I access this inbox please

 

[Deleted member 29185]

For Virgin Australia - how do I access this inbox please

A few ways, but the easiest is to click on Virgin Australias name (Bold in Blue) on the top left of any post he has made (like this one). Six sub menus will appear, one of which is Private Message. Click on that and send your message!

 

[777]

Our AFF inbox is open to assist the AFF community that have questions or issues, so use the forum for good (ie and use the official company rep as has been noted previously)

For Virgin Australia - how do I access this inbox please

Send Virgin Australia a PM.

 

[pblackie]

I haven't acheived the 15 posts to be able to PM Velocity Frequent Flyer or Virgin Australia any other ways of getting hold of them?

 

[Deleted member 29185]

I haven't acheived the 15 posts to be able to PM Velocity Frequent Flyer or Virgin Australia any other ways of getting hold of them?

Yes, you can PM any of the moderators, who will normally pass on a message for you.

 

[james4321]

Thanks swanningit and 777

 

[chowman]

I have had a similar experience having flown Etihad in November. They really should do something to streamline the process, a major system upgrade is needed to tightly integrate everything!

 

[777]

I have had a similar experience having flown Etihad in November. They really should do something to streamline the process, a major system upgrade is needed to tightly integrate everything!

... and has actually been announced.

 

[chris!]

There's major problems with Virgin's process here.

I'm still waiting for a response to a retro claim from April, despite numerous emails to retro@ ... which are never answered. It's so frustrating!

 

[ms1]

Can anyone comment if Etihad retro claims have improved in terms of speed of points and SC getting posted?