Still waiting after 11 weeks for missing points and SCs

[garoz]

Does anyone know if 11 weeks is an unusually long time for a claim to be processed for missing Velocity points and status credits for a flight with Virgin Atlantic?

My wife travelled with them in January from Sydney to London via Hong Kong and submitted her claim in March on her return, as the points and SCs from the outgoing flight had not been added.

After 4 weeks, points and SCs appeared but only for the first leg of the outgoing flight from Sydney to Hong Kong and not for the second leg from Hong Kong to London. It was the same flight number for both legs but with 2 separate boarding passes.

After querying this with Velocity she was told that the claim would have to be re-submitted, but that was over 7 weeks ago and all they keep telling her is that the claim is still outstanding.

What’s also annoying is that if these SCs had gone on in time she would have reached Platinum. In the mean time some SCs and sectors have since dropped off as they were a year old, so if this claim does finally get settled she will have to go through another process of trying to prove she should be Platinum.

 

[mannej]

11 weeks is a long time. I would follow it up, so it doesn't get lost in the system.

 

[garoz]

That's the trouble, she keeps chasing it up and as recently as 2 days ago they said it was still being processed

 

[Denali]

I waited a few weeeks for our SQ flights to be processed and then spent 90mins on the phone one night (hubbys flights) and an hour on the phone the following day (my flights).

Weird thing for the my claim, I was told my original claim didnt exist so had to redo the claim via the phone and was told 5-10 days wait but the points showed up overnight.

Once hubbys flights were resolved while I was speaking to customer service on the phone, I emailed Velocity to ask them to review his account/flight dates and he got WP that day and a very apologetic email.

Good luck

 

[garoz]

I should have posted here weeks ago. My wife's claim was still outstanding lunchtime, I made the post in the afternoon and on the off chance I checked again in the evening and it was resolved.
Mind you I then spent 45 mins on the phone to Velocity Gold explaining the rules of upgrades. First of all they tried to say that her Gold review date was the start date for counting eligible sectors flown to qualify for upgrade to Platinum, instead of the correct answer of it being over the last 12 months. Then then tried to say that because my wife was family pooling to me for a couple of our flights, she didn't qualify for sectors flown during this period. It's a good job I've read on the rules on qualifying for upgrades and I politely asked her to speak to her supervisor. Anyway they finally accepted that she did qualify and her status is now showing as platinum.

 

[Andrewt]

Sounds like i could have a long wait to get my eligible flight to take me to gold. Anyone have any idea how long Virgin America flights (sold as VA) take to credit? Its been 3 weeks so far.

 

[pythonisman]

Glad to hear you got it sorted, out of interest did it credit as two legs SYD-HKG and HKG-LHR?
My understanding was that if it was a single flight number, it should credit as one leg SYD-LHR (but I've not done this before, that was just my understanding).

 

[desiredusername]

Sounds like i could have a long wait to get my eligible flight to take me to gold. Anyone have any idea how long Virgin America flights (sold as VA) take to credit? Its been 3 weeks so far.

When I )rarely) Elevate and VAmerica, everything is in the acct straight away pretty much. I'd say defintely follow them up.

 

[garoz]

Glad to hear you got it sorted, out of interest did it credit as two legs SYD-HKG and HKG-LHR?
My understanding was that if it was a single flight number, it should credit as one leg SYD-LHR (but I've not done this before, that was just my understanding).

Correct, it is normally credited as one flight as both legs are the same flight number, but in this instance it ended up getting credited as 2 separate flights. So my wife earned extra status credits than she would have if it had been processed correctly, but as she has now been upgraded to Platinum and her balance is now back to zero it didn't make much difference.