Status Credits Fail

[ferntree]

Various issues around receiving status credits (or, rather, not receiving status credits!) have arisen in this forum from time to time.

Usually points and SCs land in my account the same day or at worst the next morning, but here we are, two days after completing a return J trip between my home airport (HBA) and BNE and ... nothing!

I don't doubt I'll get them eventually, even if I have to wait two weeks and submit a claim: that would be understandable when dealing with partner airlines, but not for Virgin domestic flights.

This is one of the few areas where Virgin could really learn from Qantas: without fail, after landing on a QF flight I switch on my phone and before I'm even back inside the terminal the points and status credits are in my account.

I don't see this as a petty quibble: points and status credits are the currency on which loyalty programs depend. It's a bit like getting to pay day at work and the boss telling you to wait two weeks then put in a claim for yuour wages - no matter what the snmall print terms and conditions say!

 

[Bagpuss]

Various issues around receiving status credits (or, rather, not receiving status credits!) have arisen in this forum from time to time.

Usually points and SCs land in my account the same day or at worst the next morning, but here we are, two days after completing a return J trip between my home airport (HBA) and BNE and ... nothing!

I don't doubt I'll get them eventually, even if I have to wait two weeks and submit a claim: that would be understandable when dealing with partner airlines, but not for Virgin domestic flights.

This is one of the few areas where Virgin could really learn from Qantas: without fail, after landing on a QF flight I switch on my phone and before I'm even back inside the terminal the points and status credits are in my account.

I don't see this as a petty quibble: points and status credits are the currency on which loyalty programs depend. It's a bit like getting to pay day at work and the boss telling you to wait two weeks then put in a claim for yuour wages - no matter what the snmall print terms and conditions say!

If you don't receive them on the same day, it's almost certain they will land on day 3 in my experience.

However, outside of this issue can arise due to re-routing etc.

FYI, Qantas FF isn't fault free.

Normally a phone call the Velocity fixes the issue pronto.

 

[ferntree]

Normally a phone call the Velocity fixes the issue pronto.

Tried that this morning, told to wait two weeks.

 

[comeflywithc]

2 weeks is the "standard response". I agree QF credit pts & sc so much faster than VA but having said that there is really no rush to get it straight away tho

 

[oz_mark]

Qantas have only been posting same day for a few years, when they did a big overhaul of their QFF system.
The issue that Velocity have on timeframes is that it is based on revenue, rather than miles. Easy to give miles when you know the route and fare class, but when you then have to marry that up with an actual dollar amount, it will take a bit longer.

 

[Happy Dude]

There was someone here a while back that would always submit a claim while taxiing to the terminal, on QF I think, so you've got a ways to go to that level of petty quibbling.

VA are pretty timely usually, and up until very recently I don't think I've ever had to call them to chase SCs (and even then that was for a known glitch). But not posting within two days is hardly a fail. My guess is they're clogged due to the DSC promo. Cut 'em some slack.

 

[ferntree]

But not posting within two days is hardly a fail.

Fair enough. But at some stage it does become a fail. 5 days? 10 days? I am waiting for the SCs to cross the threshold to maintain platinum.

 

[Bagpuss]

Fair enough. But at some stage it does become a fail. 5 days? 10 days? I am waiting for the SCs to cross the threshold to maintain platinum.

In Velocity's book 14 days.

The SC's when they post will be based on the day earnt.

If you were in a situation of wanting to use a perk during that time that's when it could be sticky.

How to claim missing Velocity Points

This how to guide explains the functions about claim missing Points from Velocity airline partners and non airline partners

experience.velocityfrequentflyer.com

If your Velocity Frequent Flyer number was added to your eligible Virgin Australia or Velocity Partner Airline booking, please allow 14 days after your flight for your Points to be added to your Account.

 

[ferntree]

It's not the points that bother me, but the SCs.

 

[Bagpuss]

It's not the points that bother me, but the SCs.

It's the same thing. A point claim does the SC component too. As you receive points and status credits with each eligible flight plus the sector.

 

[slaussie]

In Velocity's book 14 days.

The SC's when they post will be based on the day earnt.

If you were in a situation of wanting to use a perk during that time that's when it could be sticky.

How to claim missing Velocity Points

This how to guide explains the functions about claim missing Points from Velocity airline partners and non airline partners

experience.velocityfrequentflyer.com

If your Velocity Frequent Flyer number was added to your eligible Virgin Australia or Velocity Partner Airline booking, please allow 14 days after your flight for your Points to be added to your Account.

I have worked in the airlines for 20 years, so I know a thing or two about what causes delays to posting points/ sc to frequent flyer account. My recent personal experience is with VA, flying SYD-MEL-HBA. On the day of travel, I received a txt message to say first flight cancelled and rerouted to a direct flight SYD-HBA. I accepted this and was able to check in onto the new flight. Normally my VA points/ sc are posted on the same day, sometimes even before arriving at the destination. However, not this time around. In the meantime, I have already returned from HBA back to SYD and my points/ sc from the return flights are posted into the account. My guess is, the person who processed my schedule change, had used the IR-OP function to do that (IR-regular OP-erations). This system functions moved me to a new flight, but the 'commercials' of my booking were not updated. By commercials I mean the electronic ticket and yet it is the ticket that holds the information about booking class and the fare paid, which is how points/ sc are determined. I expect, my ticket has not been updated to the new flight taken and so, it still contains the original flights, which I haven't flown and so, I can’t receive points/ sc for the flights I haven't flown. I now must wait 14 days to bring to the attention of VA through a retro claim, which is just an arbitrary timeframe which doesn't do anything. I could be waiting 30 days or any other length of time, and nothing will happen to my transactions until somebody goes into the ticket and updates it correctly, which should have been done in the first place when schedule change was initiated. Why would VA not have done this properly? My guess is, I was moved to a direct flight by an operational staff (usually NOC - Network Operations Centre, or airport staff), who don't really care about commercial consequences, so long as the flights go on time and full, with nobody left behind. Their call centre staff, had they dealt with the schedule change, would not have used the IR-OP function to move me from one flight to the next but would have rebooked me by cancelling the old flight/s and booked the new flight/s, then reissued the ticket and with the ticket in order, it would have credited points/ sc for flights flown on the forward sector, as had happened on the return leg. The time VA operational staff saved themselves during this process is the time I am now wasting putting things right. The delay of waiting 14 days before I can do anything (knowing very well that nothing will happen in the course of 14 days), is just plain nuisance.

 

[Subharpoon]

Both points and SC appeared in my account within 2 hours of today’s flight SYD-BNE. Pushed me to VA Gold!