singapore airlines - not recognized velocity

[cowtown]

Just came back from Shanghai on Singapore Airlines..

I have VA Gold, but this wasn't recognized on the Singapore Airlines system (it saw my number, but not that it was Gold). This was a problem as I was overweight.

I had my card with me, but they said that wasn't good enough.

I logged into my VA account and it showed gold, but they said that wasn't good enough.

We called Virgin in Australia and after bouncing around Virgin Money, Virgin Insurance, flight bookings etc, we finally got onto someone who would confirm it is gold.

Even then the Singapore Airlines counter staff were still very reluctant.. "we'll let you go this time..."

Ended up spending 1 hour+ waiting at the checkin counter.

Pretty annoying!

 

[Milefest]

Similar experience, different airline. One time in the states I entered a DL lounge, handed them my Velocity card and they said "sorry we're not partnered with Velocity". I had to point out that Velocity was Virgin Australia's loyalty program and that I do meet the access eligibility, they reluctantly let me enter afterwards.

Every other experience has been good though. It's probably just an issue with untrained staff and not having "Virgin Australia" on our membership card that adds to the confusion. Mistakes are fine, but it's when they don't give their customer the benefit of the doubt and check whether the pax is eligible.

:evil:

Even then the Singapore Airlines counter staff were still very reluctant.. "we'll let you go this time..."

Hate it when they do this. They act like they're doing you a favour when they weren't doing their job properly in the first place.

 

[davidsilver]

Wonder if this is more relating to the ground staff in Shanghai.

Did you have any issues on the flight to Shanghai? Assuming it was with SQ and you were VA Gold at the time.

I personally have had no issues over many flights with SQ in them recognising my gold and platinum status with VA. Only issue I had once was checkin lady in MEL thought my platinum card was actually silver

 

[dec540]

Similar experience, different airline. One time in the states I entered a DL lounge, handed them my Velocity card and they said "sorry we're not partnered with Velocity". I had to point out that Velocity was Virgin Australia's loyalty program and that I do meet the access eligibility, they reluctantly let me enter afterwards.

Every other experience has been good though. It's probably just an issue with untrained staff and not having "Virgin Australia" on our membership card that adds to the confusion. Mistakes are fine, but it's when they don't give their customer the benefit of the doubt and check whether the pax is eligible.

My SG card has "Loyalty program of Virgin (logo) Australia" at the bottom right hand corner.

 

[davidsilver]

My SG card has "Loyalty program of Virgin (logo) Australia" at the bottom right hand corner.

How interesting, I just checked my WP card and no mention of VA anywhere

 

[Jurahn]

My SG card has "Loyalty program of Virgin (logo) Australia" at the bottom right hand corner.

Same here - there was nothing on my previous SG card but this now appears on my new card, which I received last week.

 

[Milefest]

My SG card has "Loyalty program of Virgin (logo) Australia" at the bottom right hand corner.

That must be new but I'm glad it's been added.

 

[AnnaB]

Same here - there was nothing on my previous SG card but this now appears on my new card, which I received last week.

Could be that they encountered more problems than first thought and now trying to fix it. Glad that they thought of it though, no need to add to a stressful situation when a problem is easily fixed.

 

[Pleb Status]

I have gone back to the standard VA card because of the lack of VA branding on the VISA. A lot less hassle since then.

 

[adampenrith]

I have seen the opposite happen flying MEL SYD on VA - an Asian man and his teenage son were in the Plat line for boarding- were told they were not entitled to be there - pulled out his SQ card - apologies - so obviously something missing from the systems

 

[Lemon_Party]

I personally have had no issues over many flights with SQ in them recognising my gold and platinum status with VA. Only issue I had once was checkin lady in MEL thought my platinum card was actually silver

I've had several instances both in AU and overseas where business check in desks haven't given me priority baggage tags flying SQ in Y.

 

[Mattg]

I received my Velocity Global Wallet card about a month ago, and was quite surprised to find that "Virgin Australia" was not mentioned once! I actually sent feedback about how short-sighted this is, particularly as staff at partner airlines might have no idea what Velocity is...

I don't know of any other airline that doesn't have the name of the airline on their frequent flyer card!

 

[grubbidok]

Same here - there was nothing on my previous SG card but this now appears on my new card, which I received last week.

I got my new WP card this week. Nothing on there about VA at all.

I had this (sort of) issue when I was in the US for 7mo during my changeover last year, and my new card was sent to Australia (we had redirected post but it takes a while to redirect), and was flying EY from JFK-BLR. VA dummied up a letter on VA letterhead confirming my WP membership (until its new end date) and giving them a number to call for queries. I needed it at check-in at JFK but was then in the system as status for the entire ticket. I kept it for later use 'just in case', but *touch wood* haven't had to use it.

 

[juliusg]

My new WP / Global Wallet card also has no reference to VA. Delta lounge somewhere in USA pinged me last year, I had to 'educate' the agent about WHAT Velocity actually was. Clearly an oversight with card design.

 

[jmphoto]

I have gone back to the standard VA card because of the lack of VA branding on the VISA. A lot less hassle since then.

+1, and I didn't need the Visa. The first time I presented the card at an SQ desk they thought I was trying to pay for something.

 

[Milefest]

My SG card has "Loyalty program of Virgin (logo) Australia" at the bottom right hand corner.

Have you opted out of global wallet? The only place I see "Loyalty program of Virgin Australia" is on my bag tag. I guess it's also possible that they're slowly rolling new cards with the added logo.

 

[dk4]

I've also gone back to the non-credit card version, and it too has the "loyalty program of Vigin Australia" in the bottom corner.

The other issue is - the card only has the "review date" on it; no longer an "expiry date" (previously listed as one month after the review date). So unless Virgin has become proactive with renewing cards (like Qantas), and maintains its reactive card renewal/downgrade approach (with the new membership year card arriving around a month after the event) - then most status holders will be spending 1 month out of 12 "travelling without status" as far as partner airlines are concerned! Amateur hours continues at Velocity....

 

[JohnK]

The other issue is - the card only has the "review date" on it; no longer an "expiry date" (previously listed as one month after the review date). So unless Virgin has become proactive with renewing cards (like Qantas), and maintains its reactive card renewal/downgrade approach (with the new membership year card arriving around a month after the event) - then most status holders will be spending 1 month out of 12 "travelling without status" as far as partner airlines are concerned! Amateur hours continues at Velocity....

I'm not sure I understand the OP's issue where status was not printed on boarding pass.

I have had partner Gold status printed on my boarding pass ~2 weeks into my review month and around the same time status dropped to Silver.

Also I only carry a 2-3 year old Gold card so if the same thing happens to me then I would also be in trouble.

 

[dec540]

Have you opted out of global wallet? The only place I see "Loyalty program of Virgin Australia" is on my bag tag. I guess it's also possible that they're slowly rolling new cards with the added logo.

Yes, sorry. I opted out of global wallet.

I've also gone back to the non-credit card version, and it too has the "loyalty program of Vigin Australia" in the bottom corner.

The other issue is - the card only has the "review date" on it; no longer an "expiry date" (previously listed as one month after the review date). So unless Virgin has become proactive with renewing cards (like Qantas), and maintains its reactive card renewal/downgrade approach (with the new membership year card arriving around a month after the event) - then most status holders will be spending 1 month out of 12 "travelling without status" as far as partner airlines are concerned! Amateur hours continues at Velocity....

It says the card is valid for 1 month post the review date on the back.

 

[JohnPhelan]

And this is the problem of being in an "alliance" that's not really an alliance at all. I know of pax in the US (outside of major hubs like LAX and SFO) where DL staff have simply said they've never heard of Virgin Australia!!