Velocity Points Expired - no warning! [In contravention of T&C's]

[anat0l]

Time to lodge a complaint with Fair Trading Dept. May not do any good but companies do not like the bad reputation, especially now that NSW compile and publish a naughty list each month.

Too many complaints will not do them any good.

Bad reputation whatever - VA may not be angelic (especially compared to when they started), but since when has a trashed image really hurt an airline?

If anything, except for the airlines which actually kill people and possibly Tigerair, the airlines are probably mostly commercially immune to negative reputation (viz. it's not so detrimental to their bottom line as to threaten their extinction).

That doesn't necessarily mean it's not worth taking to the consumer bodies, though. Consumer bodies provide personal relief / resolve; there are other methods available if your aim is to damage a company rather than seek redress.

 

[trippin_the_rift]

Well I am going to email Andrea and Jack and point out that if indeed the only activity mrsdrron had was family pooling then all those points were earnt by me so I also feel they have been stolen.And in this circumstance wouldn't it be good customer relations if they did notify the points donor.In our case the pool has always been just 2.
I must admit I have already been considering a complaint with consumer affairs-not that I think it would be successful but it would cost Velocity time and money.I must be a nasty b***er.

Andrea and Jack* don't care about customer relations. Their job is to ignore you as it helps justify their role in the organisation, and makes the org $ in the process.

I must say though, if you put any more points into mrs ddrons account, ever, you are essentially agreeing with the BS choice Velocity made to effectively close out her account.


* Doubtful on real names

 

[drron]

Any further points going into her account will not be there very long.

 

[Deleted member 29185]

In response to the question about emails, I too do not receive all the emails. I get flight confirmations, flight reminders and upgrademe confirmations. I don't get anything else like targeted emails nor many other emails (I often become aware of offers by reading AFF). I have tried to get Velocity GCC to fix the problem (to no avail) and they are not in any spam folder (either mine or the host's) and I'm thinking I'm probably getting VA emails but not VFF emails. Perhaps Denali and mrs.dr.ron is the same.

 

[Steady]

In response to the question about emails, I too do not receive all the emails. I get flight confirmations, flight reminders and upgrademe confirmations. I don't get anything else like targeted emails nor many other emails (I often become aware of offers by reading AFF). I have tried to get Velocity GCC to fix the problem (to no avail) and they are not in any spam folder (either mine or the host's) and I'm thinking I'm probably getting VA emails but not VFF emails. Perhaps Denali and mrs.dr.ron is the same.

Same, Same

 

[BriarFlyer]

In response to the question about emails, I too do not receive all the emails.

Same here. The one email I do seem to get consistently is the Happy Hour notification, although it usually arrives after the "hours" have expired. Often on Friday.

I just searched my mail and see only two random "deal" emails over the past 6 months. My VFF mail is redirected to MyPost digital mailbox (that bonus pts offer earlier this year.) I've been meaning to switch it back but, for some reason, I trust this delivery method more than Virgin's.

 

[JohnK]

I must admit I have already been considering a complaint with consumer affairs-not that I think it would be successful but it would cost Velocity time and money.I must be a nasty b***er.

You can also try Customer Airline advocate but Virgin just replies the same garble over and over.

P.S. Keep going and waste as much of their time as possible.

 

[drron]

Big mistake from Velocity.They sent me a survey today.

 

[Deleted member 29185]

With regard to lack of email notifications, which I believe is part of the route cause for the subject of this thread (amongst other reasons of course), I can offer up this comparison for drron and mrs.drron which may help confirm VA/VFF do indeed have a problem with their emails.

My comparison is between my account, my sons account and my mothers account (I administer all of them so I easily see the emails, which come to me). The curious thing is that different generic emails come through to all of us, but I miss out on just about all of them.

Take a Seat promo - Mum and son
Dreaming of a white this Christmas (sic) - Mum
Something to link about - Mum and Son
Last chance to win 50000 at BP - Me and son
Who doesn't love a world first - Mum

This is just a small recent sample (that goes back to the 14th of this month), but it clearly demonstrates there is a problem there. Note that none of us received the Happy Hour emails for this week, but I have seen them from time to time. There may be other promo emails or targeted offers that others have received and none of my family has ... but who knows. Clearly, email reminders from VFF cannot be regarded as sufficient notice given when they regularly have email discrepancies between account holders.

 

[drron]

Update.3 weeks ago I emailed velocity pointing out they would be losing 2 customers and how I was quite upset that I flew VA in Feb 2016 and in less than 5 months the points for that flight had gone.I got an autoreply that the email had been received but no further response to date.
However early this morning Waikiki time mrsdrron got an email from Velocity saying they had tried to call and wanted to discuss the situation on the phone so maybe a compromise.
As an added point in the last week I have received 3 emails from Velocity.Mrsdrron has received none since the beginning of November.

 

[JessicaTam]

Update.3 weeks ago I emailed velocity pointing out they would be losing 2 customers and how I was quite upset that I flew VA in Feb 2016 and in less than 5 months the points for that flight had gone.I got an autoreply that the email had been received but no further response to date.
However early this morning Waikiki time mrsdrron got an email from Velocity saying they had tried to call and wanted to discuss the situation on the phone so maybe a compromise.
As an added point in the last week I have received 3 emails from Velocity.Mrsdrron has received none since the beginning of November.

Good luck with the phone call.

 

[anat0l]

Update.3 weeks ago I emailed velocity pointing out they would be losing 2 customers and how I was quite upset that I flew VA in Feb 2016 and in less than 5 months the points for that flight had gone.I got an autoreply that the email had been received but no further response to date.
However early this morning Waikiki time mrsdrron got an email from Velocity saying they had tried to call and wanted to discuss the situation on the phone so maybe a compromise.
As an added point in the last week I have received 3 emails from Velocity.Mrsdrron has received none since the beginning of November.

If you reach a compromise will you be flying them again?

 

[Jacques Vert]

If you reach a compromise will you be flying them again?

Perhaps until they at least use up the refunded points!

 

[drron]

It depends on the outcome.If points are returned there will be occasions when it makes sense to use VA.basically a few of the places I work at the travel is with Rex so the interlining with VA is helpful though it doesn't always work.Often worked at Burnie.So flying to MEL on VA I will always check the baggage carousel as about 1 in 3 my bag appears.Coming home I don't even try relying on Rex to forward my bag.They have been hopeless.

 

[trippin_the_rift]

If you reach a compromise will you be flying them again?

I would think VA would need to rebuild the relationship before any consideration of the OP flying them comes into the equation.

 

[Deleted member 29185]

flying to MEL on VA I will always check the baggage carousel as about 1 in 3 my bag appears.Coming home I don't even try relying on Rex to forward my bag.They have been hopeless.

Is that the interline you have when you aren't having an interline?

Sort of makes you wonder what's the point of an interline agreement if it fails 33.33% of time, which forces you to stand at the baggage conveyor for far longer than if you didn't bother with the interlining to begin with. :shock:

 

[williamsf1]

With regard to lack of email notifications, which I believe is part of the route cause for the subject of this thread (amongst other reasons of course), I can offer up this comparison for drron and mrs.drron which may help confirm VA/VFF do indeed have a problem with their emails.

My comparison is between my account, my sons account and my mothers account (I administer all of them so I easily see the emails, which come to me). The curious thing is that different generic emails come through to all of us, but I miss out on just about all of them.

Take a Seat promo - Mum and son
Dreaming of a white this Christmas (sic) - Mum
Something to link about - Mum and Son
Last chance to win 50000 at BP - Me and son
Who doesn't love a world first - Mum

This is just a small recent sample (that goes back to the 14th of this month), but it clearly demonstrates there is a problem there. Note that none of us received the Happy Hour emails for this week, but I have seen them from time to time. There may be other promo emails or targeted offers that others have received and none of my family has ... but who knows. Clearly, email reminders from VFF cannot be regarded as sufficient notice given when they regularly have email discrepancies between account holders.

VFF uses a very targeted email process to assess eligibility based on many factors. Some of these are Age/ postcode/ sex /
Previous points earn and earn type eg car , destination etc/ amount of other offers received previously/open rate/ family pooling / status. There are many many more ……

From your above analysis – some of you did not meet the criteria hence no emails

A better analysis of emails would be if one or some of you did not receive a service message type email ( where there is a update/ change to the program) as these should be sent to all members regardless of email marketing preference

 

[RooFlyer]

I wonder if "amount of flying" is in the assessment criteria for dr/mrsdr Ron ?

 

[Deleted member 29185]

From your above analysis – some of you did not meet the criteria hence no emails

Those listed were the only ones received in a short period. I delete VA/VFF emails fairly quickly if I'm not interested and keep only bookings/upgrade emails, so I have no idea about whether service emails are missing as well but I suspect so. As previously stated, I often find out about VA/VFF news here on AFF and I know I frequently miss out on offers that many others are getting (for example targeted offers that are worthwhile - bonus SCs for example). What about the one I did link to above about "something to link about". I have my preferences ticked and I have a flybuys card, yet no offer.

I hear what you're saying, but I think my short sample indicates there are email problems at VA/VFF and it seems others are in the same boat. I don't think anyone here believes mrsdrron is fibbing about not getting notification of her soon to vaporise point balance!

 

[Deleted member 29185]

On the email (or lack thereof) front, drron and mrsdrron may like to read this post.