Slow (/Non)Posting of VA Points / SC's since the SABRE switchover

[QF WP]

Well the right flight has posted overnight:

Processed DateActivity DateDescriptionStatus CreditsVelocity Points
BaseBonusTotal
20 Feb 1317 Feb 13 Sydney-Brisbane VA095710770770 1,540
19 Feb 1315 Feb 13 Brisbane-Sydney VA095410770770 1,540

Looks like the status section is updating correctly now as well:

Maintain Platinum Find out more
Review Date 07 Feb 2014
Status Credits earned since 07 Feb 20131
35
Additional Status Credits required to maintain Platinum by 07 Feb 2014
765
Additional sectors required to maintain Platinum by 07 Feb 20142
6

 

[Lizzi]

My 13/1 and 14/1 flights have finally posted, after another phone call this morning. Yay!

 

[grubbidok]

Had my 19/1 and 21/1 Zuji flights finally credited, and a rep rang me to let me know it had happened. Leaves me in a quandary now as they're previous mistake double-posting a SYD-CNB flight (though listing it as SYD-PER) means they've credited me 20SCs and 358 points more than I should have. I dread the trouble and time this will cause me to explain to correct. I'm thinking I may just keep them as a down-payment on the 12hrs or so it took me to sort the mess out.

 

[bcworld]

Leaves me in a quandary now as they're previous mistake double-posting a SYD-CNB flight (though listing it as SYD-PER) means they've credited me 20SCs and 358 points more than I should have. I dread the trouble and time this will cause me to explain to correct.

Why would you bother trying to correct this!?

 

[grubbidok]

Why would you bother trying to correct this!?

Would only mention, my guess is they'd let it ride anyway. I just figured being honest with them would make it easier to chase up missing points in future. When it was owed I was happy to keep, but it appears that they have been working on fixing the problems, I even had three phone calls today (two missed, the third was because they wanted to make sure they spoke to me 'in person'). Same reason I'd ring the bank if I saw a mistaken transaction I guess. I don't mind gaming the system, but I at least like to game it honestly.

Though, TBH as much as I'm attracted to the principle of the idea I've decided I'm not going to as I've already spent more than enough time writing emails and on hold, and it's only cost them the equivalent of $2.50 for all that time. It's the least they could do.

 

[jujay]

Grubbidok, I also have Zuji flights that did not credit ("not valid for earn"). Should I scan my boarding passes and submit to retro claims, or just give the GCC a call? I tried submitting the retro claim form online but it produced an error.

 

[grubbidok]

Grubbidok, I also have Zuji flights that did not credit ("not valid for earn"). Should I scan my boarding passes and submit to retro claims, or just give the GCC a call? I tried submitting the retro claim form online but it produced an error.

I wish I could give you some insight. I called the GCC, used the contact form and sent a private email. I received an email response from the private (about 5 days after) saying it had been referred and was being looked into, and a response from the contact form (about 3 days after) saying something similar. The GCC also referred. Someone did it from that activity, but it did take about a month. I was surprised when they called me this morning, as I'd just given up.

I wouldn't rely on the retro claim though. They did say they had fixed a few so an email or contact form would no doubt help. I never needed to actually provide the boarding passes, but did say I had them and they were an earning fare class. I think now we're at the end of the messy time any personal contact should get it fixed. I would email gold@velocity instead of retro@velocity.

I was Silver at the time of the flights so Silver was looking after it, but Gold look after me now, which may be why it was delayed (?).

 

[Deleted member 29185]

I called the GCC, used the contact form and sent a private email.

You'd be on JBs speed dial by now, surely?

 

[totd]

FWIW, Domestic may be fixed, but Int'l definitely not. I'm still waiting for any signs for my last US trip. I've called about 6 times now and i've most recently been told 4-6 weeks (same as VMC73). I may be NR, but I'm starting to get more than a little cranky because I should be close to, if not over the line for, PS.

15 JAN 13 - VA0023 MEL to LAX Not Posted
15 JAN 13 - DL4608 LAX to SFO Not Posted
25 JAN 13 - VX1916 SFO to LAS Not Posted
28 JAN 13 - VX0909 LAS to SFO Not Posted
29 JAN 13 - DL4605 SFO to LAX Not Posted
29 JAN 13 - VA0024 LAX to MEL Not Posted

 

[jujay]

*snip*

Thanks for that response, I think I will scan my bp's and email gold@velocity per your suggestion. I shall post the outcome!

 

[VMC73]

FWIW, Domestic may be fixed, but Int'l definitely not. I'm still waiting for any signs for my last US trip. I've called about 6 times now and i've most recently been told 4-6 weeks (same as VMC73). I may be NR, but I'm starting to get more than a little cranky because I should be close to, if not over the line for, PS.

15 JAN 13 - VA0023 MEL to LAX Not Posted
15 JAN 13 - DL4608 LAX to SFO Not Posted
25 JAN 13 - VX1916 SFO to LAS Not Posted
28 JAN 13 - VX0909 LAS to SFO Not Posted
29 JAN 13 - DL4605 SFO to LAX Not Posted
29 JAN 13 - VA0024 LAX to MEL Not Posted

Every right to be a tad cranky! Mine from the 11th still not posted and am nearly at the 6 weeks mark!

 

[totd]

I've just posted to VA Facebook page. There was someone else who says she didn't have any joy until she started making noise on FB and Twitter.

 

[Lizzi]

I've just posted to VA Facebook page. There was someone else who says she didn't have any joy until she started making noise on FB and Twitter.

I had good results for a refund which took longer than the proscribed time by using the FB page, but they had no reach on the international flights I was still waiting for points to post for - they just said to keep waiting. I waited two weeks, sent in a retro claim, waited some more, started calling and emailing, sent in scans of my boarding passes and then waited another two weeks before calling again before I had any luck with having the points manually credited.

 

[totd]

I think the key there is to hit them up through a few different channels. If the person dealing with the claim hears about it from multiple directions, it might encourage them to get on with it. I have hit them up on Facebook and someone got back to me within a few minutes asking for details. I doubt they themselves will be able to do much (The VA account has actually stated that on few occasions - they're the social media contact team, so they probably have less access than the call centre) beyond giving Velocity a hurry up... but more than anything I just want to know that something is happening and my claim hasn't been filed in the circular filing cabinet under the desk. I'll give them the weekend and then try the contact centre again on Monday.

 

[eastwest101]

I think the key there is to hit them up through a few different channels. If the person dealing with the claim hears about it from multiple directions, it might encourage them to get on with it. I have hit them up on Facebook and someone got back to me within a few minutes asking for details. I doubt they themselves will be able to do much (The VA account has actually stated that on few occasions - they're the social media contact team, so they probably have less access than the call centre) beyond giving Velocity a hurry up... but more than anything I just want to know that something is happening and my claim hasn't been filed in the circular filing cabinet under the desk. I'll give them the weekend and then try the contact centre again on Monday.

That sounds very plausible to me. For missing points I have tried the Online Retro-claim tool (which does not seem to work at all for anyone at the moment :shock: , the call centre, facebook and by email to retro@velocity. So they have no excuse that they don't know about it. But I am not Gold yet so may not be as high priority as manual claims from Plat and Gold Velocity.

If you hit them from as many avenues as possible then that may increase your chances of getting missing SCs & Pts credited. But I imagine its a very labour intensive and confusing proccess chain at the moment with all claims probably being done manually. If only they had a computer program that could automate that process huh?

 

[Shano]

VA887 from 20/2 is showing as posted this morning, so a big improvement!

 

[Shudai]

I would urge everyone to get onto Facebook and Twitter and start making noise. Virgin have clearly not allocated sufficient resources to resolving this issue and they need to have it made clear to them that there is great dissatisfaction out there. When there is enough noise on social media, they will respond - I am very confident.

 

[grubbidok]

That sounds very plausible to me. For missing points I have tried the Online Retro-claim tool (which does not seem to work at all for anyone at the moment :shock: , the call centre, facebook and by email to retro@velocity. So they have no excuse that they don't know about it. But I am not Gold yet so may not be as high priority as manual claims from Plat and Gold Velocity.

Try emailing silver@velocityrewards. I had a follow-up email saying they'd escalated it and a hone call from them after emailing here. I tried a number of avenues but saw in the email it was a reply and in the phone call they mentioned it too. The retro email is a waste of time I find. Good thing is now they've had lots of practice!

 

[grubbidok]

You'd be on JBs speed dial by now, surely?

Or blocked

 

[totd]

I forgot about the online tool. Just tried it and received the following:

"Unfortunately there has been a system error while processing your retro claim. Please send a copy of your itinerary to [email protected] and one of our team will action this on your behalf."

How helpful.

eastwest101 have you had anything post from January yet? I'm only NR, so I'm interested to know if anything is happening for pax at the sub-SG level. Call me a conspiracy theorist, but I'm starting to think the VA solution to their point liability might be to drag their feet until they can say "Sorry. Too late to claim. Better luck next time."