Status Credits not being credited from Delta Flights

[Keftetha]

Hi VFF,

My wife has done a recent trip to the US. SYD-LAX-JFK-LAX, all booked on the virgin website on Delta metal. Her FF number (silver) was added at the time of the booking and was also present on her boarding passes. It has now been 6 weeks since these flights and after sending through the e-ticket and boarding passes to the retro email (ended up sending it every second day for about 2 weeks now) we still haven't seen these points credited.

She is only 70 status credits from reaching gold (which will expire on the 27th April 2014) and these flights will get her there hence why we need these credited as soon as possible. We have tried calling and emailing directly all to no avail.

I can provide any documentation you require to escalate this matter further.

Thank you.

 

[Mwenenzi]

Welcome to forum

Was it a VA or DL flight number?
Was it an eligible booking class to earn points? (Unsure if any are non earning)

 

[Keftetha]

Thanks for the quick reply!

She was on VA6552, 6511, and 6534, all operated by Delta. Fare class was Q.

 

[moggle]

Welcome to forum

Was it a VA or DL flight number?
Was it an eligible booking class to earn points? (Unsure if any are non earning)

Hello, this is my first post!! Great forum.

Following on from this. How does one know whether a DL flight is eligible to earn points?

For example I have flights in may on DL 16 SYD-LAX-JFK. Should this earn?
And is the best way to retro claim my points by sending in scan as above or can it be processed online?

Also, since it has the stopover in LAX but is all still listed as same flight number on my ticket does this mean it only qualifies for 1 lot of SC's? Or do you earn again from LAX-JFK?

Trying to use any potential points earned with Delta to hit my Gold on VA.

Thanks

 

[serfty]

First find the booking class (fare bucket code) for each segment and then find the distance in miles for each segment.

Compare that with the classification for Delta as can be found on the the Velocity Web site. Then check the SC earn table, again found on the Velocity website. (can't post more as mobile.)

 

[moggle]

First find the booking class (fare bucket code) for each segment and then find the distance in miles for each segment.

Compare that with the classification for Delta as can be found on the the Velocity Web site. Then check the SC earn table, again found on the Velocity website. (can't post more as mobile.)

Thanks for the help Sefty. I have worked out the miles and fare bracket etc.

My main confusion is working out how to actually claim the points/SC now, Is it done through Virgin or should I contact Delta and try to get my Virgin FF number added to the bookings?

Is it a retroactive claim as suggested above whereby I scan the tickets and send to Virgin or does something need to be sent to Delta.

Also, any idea on whether the SYD-LAX-JFK leg being all on one flight code means that I only receive 1 set of SC or does it get treated as 2 separate legs from a SC point of view?
I tend to think it may be treated as 1 leg since it is all on the DL16 flight #.

Cheers

 

[notzac]

How does one know whether a DL flight is eligible to earn points?

Pretty sure that all paid DL flights earn points and SCs - not aware of any fare classes (excluding award fares) that don't earn.

For example I have flights in may on DL 16 SYD-LAX-JFK. Should this earn?

Depends on what fare class was booked. What does your ticket say?

And is the best way to retro claim my points by sending in scan as above or can it be processed online?

There really isn't any "best" way IME - they're all equally terrible. Would recommend e-mailing in if necessary and then PM'ing the Velocity rep on here. That said, if you're booked on a DL flight with a DL flight number, it ought to credit to your account fairly promptly.

Also, since it has the stopover in LAX but is all still listed as same flight number on my ticket does this mean it only qualifies for 1 lot of SC's? Or do you earn again from LAX-JFK?

Not entirely sure; if your ticket lists it as a single flight then I would assume you would earn a single serve of points and SCs.

 

[Keftetha]

My main confusion is working out how to actually claim the points/SC now, Is it done through Virgin or should I contact Delta and try to get my Virgin FF number added to the bookings?

Like notzac mentioned it should be done fairly promptly however it took just shy of 8 weeks for the points to be accredited to the account. If it doesn't then you need to do what we did and submit a retro claim at [email protected]. Hopefully it takes quicker for you that it did for us.

Also, any idea on whether the SYD-LAX-JFK leg being all on one flight code means that I only receive 1 set of SC or does it get treated as 2 separate legs from a SC point of view? I tend to think it may be treated as 1 leg since it is all on the DL16 flight #

My wife made the booking using the virgin website to enter her FF number and thus it ended up on the tickets at check in. She wanted a bit of time to rejuvenate in the lounge before the next flight to JFK so booked the second option available to her on the website. DL16 -> DL862. This gave her 40 SCs to LAX and an additional 20 to JFK.

Hope that helps!

 

[cssaus]

I too have had issues with receiving credit for VA flights operated by DELTA.

For all of my recent trips to the US via LAX, either SYD-JFK or SYD-LAS the internal USA flights that were booked as VA flights have failed to credit and I'm forced to revert to a retro claim. At the moment, I've achieved all my SC's to maintain Platinum but I'm missing one eligible flight sector with my review date coming up late July.

I've just submitted a retro claim for LAX-LAS and LAS-LAX flights that I undertook and hopefully they'll be credited in time for my reviews.


Attention VFF:

as can be attested in this thread and others throughout the main forum, there is obviously some technical issue that is affecting the prompt crediting for flights operated by DL. It would be in VA's interest to address this issue as a matter of priority as I'm sure that retro claims are a source of much time & effort by Velocity staff and a great frustration to Velocity Frequent Flyers.

 

[moggle]

I can confirm that there is still some issues with receiving credits for Delta flights.

I recently submitted a retro claim and received my points for the 3 relevant flights. At the same time my partner submitted a claim for her missing points and after sometime was granted the points for 2 of her legs. The remaining flight she sent a follow up email on a few weeks ago but as yet still no points.

Getting a bit frustrating. Will have to put in a call it seems.

 

[jozdemir]

I took several DL flights in February/March and received credit with no issue between 2-5 days after the date of the flight.

I have however seen retro claims take some time in the past for other airlines (HA was the one I had a drama with). I ended up called the Velocity line several times before I got all 4 flights credited. The reasoning was always that they were 'waiting for the partner airline to confirm'.

I guess my point is that it 'should' all post automatically and when it does it's reasonably quick, but the mechanism to retroactively claim or resolve any missing credits needs some streamlining.

 

[Formal Hall]

Got an absurd reply from the retro claim desk the other day:

'I checked the itinerary you sent in and it only shows Economy. Please contact Delta Air Lines to obtain documentation of the specific fare class purchased.'

Surely this is the retro desk's only job - to contact the airline and confirm what class the fare books into?
It must be much easier for them to get the information from Delta given they already have my eticket number and PNR than for me to ring the general Delta call centre and explain the predicament.

Is there any alternative? Should I just email again and hope for a more helpful agent on the retro desk?

 

[Velocity Frequent Flyer]

Hi Formal Hall,
Could you please PM me your name, Velocity number and flight details? If this was a Delta Air Lines booking, please include your Delta Air Lines booking reference and eticket number.

 

[ekys]

I've just Pm'd you VFF.

Retro really need to get their act together, between my dealings with them and the many threads here, they seem completely lost.