Velocity/Virgin websites are RUBBISH

[Fruitcake]

I am just annoyed that I log in with VFF to look for reward seats and then have to re-log in again on the flights page. Just so unnecessary and needs to be fixed.

Since the Sabre switch, there is no need to visit velocityrewards.com.au, or to log in there, to book reward flights. Just go to the VA page and search flights from there.

 

[anat0l]

Since the Sabre switch, there is no need to visit velocityrewards.com.au, or to log in there, to book reward flights. Just go to the VA page and search flights from there.

I keep forgetting that; probably doesn't help that I usually visit the VFF website first to check my account and activity summary (and also sometimes to check the points tables). Then I jump to the award bookings and go from there.

Of course, I then experience what Brettska is describing. Rather annoying... but, what do you do...

 

[Brettska]

Thanks Fruitcake for the tip...yet like anat0l I usually head for VFF website to check out my points and activity.

 

[bcworld]

Virgin Website:

• “double charging” of peoples credit cards seems to have been fixed (mostly)

Definitely not fixed. Every day on their Facebook wall there are new complaints by people who find themselves unable to access cash, having their cards declined at the supermarket etc. Virgin on FB refuse to comment on if they consider this an issue and when it might get fixed...I started a thread in the Ask...section but as yet, no comment. Just bizarre that this continues after 3 months...it shows a whole lot of ineptitude on their part.

 

[eastwest101]

[/LIST]
Definitely not fixed. Every day on their Facebook wall there are new complaints by people who find themselves unable to access cash, having their cards declined at the supermarket etc. Virgin on FB refuse to comment on if they consider this an issue and when it might get fixed...I started a thread in the Ask...section but as yet, no comment.

Thanks for the feedback - I haven't been near the VA facebook page for a while so was not aware that this is a continuing problem, please lets us/me know if VA do get back to you with an idea on how long it will take this to be fixed.....

 

[lobo76]

Well it seems Retro claims for VA flights are still screwed.
Tried to do SYD-AKL: Error
AKL-RAR: You didn't board this flight!?
RAR-AKL: You didn't board
AKL-SYD: You didn't board... the trip must have been a figment of our imagination....

 

[Plutonus]

Well it seems Retro claims for VA flights are still screwed.
Tried to do SYD-AKL: Error
AKL-RAR: You didn't board this flight!?
RAR-AKL: You didn't board
AKL-SYD: You didn't board... the trip must have been a figment of our imagination....

Yep, and my emails to retro are now going on five weeks with no action...

 

[lovestotravel]

[/LIST]
Definitely not fixed. Every day on their Facebook wall there are new complaints by people who find themselves unable to access cash, having their cards declined at the supermarket etc. Virgin on FB refuse to comment on if they consider this an issue and when it might get fixed...I started a thread in the Ask...section but as yet, no comment. Just bizarre that this continues after 3 months...it shows a whole lot of ineptitude on their part.

Seriously, this is still going on ?

That is beyond pathetic

Well done Virgin.....

 

[lobo76]

Yep, and my emails to retro are now going on five weeks with no action...

Was told 5-6 weeks after sending the scanned boarding passes. Not sure we even have all the boarding passes :/
The annoying thing is that SURELY there is a record of who traveled on what flights, it would be insane to NOT have those records (security, book keeping etc etc) so why in hell would they need a JPG of a ;piece of paper? :/

 

[Plutonus]

Interesting... The auto reply from retro says within seven days.

 

[Deleted member 29185]

Interesting... The auto reply from retro says within seven days.

At least you got an auto reply. I tried two recent retro claims and were unable to do so on line. So I sent copies of boarding passes and itinery to retro and got nothing. About a week later I decided to send again just in case retro had a problem (previous emails to retro have generated auto repsonses). Second email went and still nothing. I was going to wait the usual 21 days and then telephone, but haven't got around to it yet.

So in short, the stuff ups are
1) SCs/points failed to post as they should;
2) Claim missing flights facility on line failed to work;
3) Retro email claims don't respond

One was a problematic claim (I misspelt my wifes name on the booking and it just dropped her FF no, rather than notifying of a compatability error between name and number as I believe it should have done, so I didn't pick up my typing error and rather than telling me, it just created a new person of that name).

The other was a normal everyday flight, no dramas, no problems, CC paid flight, booked and paid no problems well after Sabre changeover, never changed or cancelled, flown as per itinery and it still didn't post. That was about 4 weeks ago.

 

[bcworld]

2) Claim missing flights facility on line failed to work;

It rarely does these days.

I tried to submit for my partner's return flight MEL<>BNE - couldn't add the Velocity number before due to as yet unfixed (never to be fixed?) bug when both passengers are Virgin Flyer card holders - this booking was a 2-4-1.

MEL-BNE was cancelled and we were reaccomodated - fully expected the online claim form to accuse them of not boarding. However it worked and points credited same day!

BNE-MEL - no irregular ops, same PNR as the first, online form refuses to process for unknown reasons.

 

[Markmat]

This needs to be fixed ASAP. Has been ongoing for too long. Okay for passengers who travel a few times a year, but regular passengers need base level services!

 

[jsoprano]

Stupid question - how is the "Claim missing points" online form supposed to work anyway? Reason is I had 2 NZ domestic flights that did not post, so entered all the data into the online form, it took some 10 seconds and then a message came up along the lines of "your data has been verified and your points will be posted within 48 hrs". Then once you clicked the "Finish" button another message showed, which now said something like "We will look into it and it may take up to 14 days bla bla...". What the heck??? The 48 hrs are over now (no SCs or points posted of course). My review date is in 6 weeks and without these points I might end up just 5 or 10 points short of WP requalification, how annoying...

 

[Deleted member 29185]

how is the "Claim missing points" online form supposed to work anyway?

When it has worked for me, the posting times guessed at come and go but they do seem to eventually land. Of course the problem we all face is everything with VA is so changeable now, there's nothing to suggest you'll experience the same.

 

[maninblack]

After just spending a ridiculous amount of time making some simple bookings I remind all of you that this thread is still completely alive and frustratingly relevant. What a joke. Note for VA senior management and JB, this is your retail shopfront and it's a bloody mess. Why aren't you doing something about it?

PS. You are all fired

 

[Markmat]

Why waste your time? I have come to the same conclusion and there is only one answer, fly the competition! I tried VA recently and it was an epic fail, I chastised myself for even trying!

 

[maninblack]

Why waste your time? I have come to the same conclusion and there is only one answer, fly the competition! I tried VA recently and it was an epic fail, I chastised myself for even trying!

The airline is essentially okay to fly on. Emphasis on "okay". My main domestic destinations at the moment are CNS, OOL and in the next few months DRW so VA wins hands down on these routes.

But that website and booking procedure...excruciating.

 

[Markmat]

I think they are very good to fly on, the frontline staff do a great job! My problem is that their back end systems do not support the front line people and in fact let them down. I think right now Virgins front line is better than QFF, but has to work hard to make up for the back office. When I look at the overall package QFF comes out better as their is less wasted time on every booking as well as the angst that comes from working with an inefficient system.

 

[eastwest101]

The airline is essentially okay to fly on. Emphasis on "okay". My main domestic destinations at the moment are CNS, OOL and in the next few months DRW so VA wins hands down on these routes.

But that website and booking procedure...excruciating.

I think they are very good to fly on, the frontline staff do a great job! My problem is that their back end systems do not support the front line people and in fact let them down. I think right now Virgins front line is better than QFF, but has to work hard to make up for the back office. When I look at the overall package QFF comes out better as their is less wasted time on every booking as well as the angst that comes from working with an inefficient system.

Exactly my thoughts - well summarized - somehow VA are actually still flying and making money despite their IT systems and their website..... imagine what they could do if they had a website that worked properly!