Virgin Money credit cards (linked to Velocity rewards)

[jsd]

A Quick Update: Just got off the phone with a Guest contact centre supervisor, she understands where I am coming from about the conflicting information and she is going to give me a call within the hour.

The supervisor herself was just as confused as I was about the differing terms and conditions, she agrees that it should be 2 tickets in the same class (Not 1 Blue Saver and 1 Go! fare)

Will update further when I have more information


Josh

 

[SeaWolf]

Did they ever get back to you about this? I'm curious to know what the resolution of this was?

 

[jsd]

Did they ever get back to you about this? I'm curious to know what the resolution of this was?

Yes they did.

They did tell me the reason for the Go! fare part but its complicated and I'm not sure how to word it.

In any case turns out I was right as there were Go! fares in the flights I wanted to book and they have given us a credit shell for the amount that we had overpaid and another small benefit (But I've been told to not disclose details, or poof its gone)


Josh

 

[stuartfaz]

Yes they did.

They did tell me the reason for the Go! fare part but its complicated and I'm not sure how to word it.

In any case turns out I was right as there were Go! fares in the flights I wanted to book and they have given us a credit shell for the amount that we had overpaid and another small benefit (But I've been told to not disclose details, or poof its gone)


Josh

Good to hear you had a win, Josh!

I'm intrigued about the other small benefit now though

 

[jsd]

Good to hear you had a win, Josh!

Thanks stuartfaz, I'm happy with the outcome, and DJ haven't blown their chance with me, QF is pulling me back in though so I'm still sitting on the fence loyalty wise

I'm intrigued about the other small benefit now though

Good luck getting it out of me, it will be like taking blood from a stone :mrgreen:


Josh


Edit: Just realised that this is my official 300th post on AFF

 

[qf1020]

Has anyone made a complaint to Virgin money in writing about this offer being misleading? I am considering making a complaint to the ACCC regarding misleading conduct, however would need to make a complaint in writing to Virgin Money regarding the misleading nature of their advertising first.

Just intrigued if anyone else has taken any further action?

 

[leasm11]

yes, got caught out. i should have known the offer was not as attactive as it appeared in the bid bold print. very deceptive. dont expect to get free flight or 2 for 1 for weekends or school holidays.

 

[disy]

I'm also very disappointed with this card. Its of no use whatsoever to me. I have found the advertising misleading. I work in a school so all travel has to be done in school holidays or weekeds. I have not been able to find one possibilty of a 'go' fare. I would not have applied for this card if the advertising hadn't been misleading.

 

[straitman]

Has anyone made a complaint to Virgin money in writing about this offer being misleading? I am considering making a complaint to the ACCC regarding misleading conduct, however would need to make a complaint in writing to Virgin Money regarding the misleading nature of their advertising first.

Just intrigued if anyone else has taken any further action?

yes, got caught out. i should have known the offer was not as attactive as it appeared in the bid bold print. very deceptive. dont expect to get free flight or 2 for 1 for weekends or school holidays.

I'm also very disappointed with this card. Its of no use whatsoever to me. I have found the advertising misleading. I work in a school so all travel has to be done in school holidays or weekeds. I have not been able to find one possibilty of a 'go' fare. I would not have applied for this card if the advertising hadn't been misleading.

This certainly seems like a common theme :!:

 

[jsd]

This certainly seems like a common theme :!:

Yes, Quite.

It was explained to me why there needs to be Go fares available at the time, it was revenue based but I'm not sure, its written down in a letter I recieved from DJ somewhere but I'm not sure where I put it.


Josh

 

[SeaWolf]

I can see why they would do, it's a discount seat you're booking, so it books into a discount booking code and there needs to be discount seats available on the flight.
But it's not clearly outlined in their doco and it's very confusing and counter-intuitive. Given that you're buying a seat and getting one free you'd expect them to be identical.

 

[knasty]

I cancelled my card yesterday after the same run-around. 2 people at Virgin money were adamant that the Go Fare requirement is for the free flight only; not the friend-for-free offer. 3 staff (and supervisor) at Virgin Blue disagreed. One Virgin Money operator even spoke to (and confirmed with) the Virgin Blue operator that it wasn't required; she put me through to him and the first thing he said was 'there needs to be a Go! fare available.'

So to confirm, the policy (according to VB) is that the two fares are booked into the relevant Blue Saver etc fare class, but to use the offer there must be a Go! Fare available, even though they don't book into that class.

I got my $99 fee refunded.

 

[markis10]

So to confirm, the policy (according to VB) is that the two fares are booked into the relevant Blue Saver etc fare class, but to use the offer there must be a Go! Fare available, even though they don't book into that class.

Thats exactly what they say on the website, I am not sure of the confusion here!

 

[knasty]

The confusion is:

1. It's counter-intuitive to require availability in a fare class in which you do not book;
2. To take advantage of the 50% off offer, you have to pay more for the same seat in Blue Saver than you could otherwise get the same seats for if you just booked the Go fare. End result is you do not get 50% off compared with booking directly through the website without the offer.
3. Virgin money call centre staff categorically state that there is no Go Fare requirement on the friend-for-free offer. Both operators I spoke to said the VB call centre staff were wrong to interpret it that way. There is a contradiction between the terms as stated, and Virgin Money's interpretation.

Anyway, whether this was a deliberate policy or accidental, the end result is they are losing loyalty rather than building it as evidenced by this thread.

 

[markis10]

3. Virgin money call centre staff categorically state that there is no Go Fare requirement on the friend-for-free offer. Both operators I spoke to said the VB call centre staff were wrong to interpret it that way. There is a contradiction between the terms as stated, and Virgin Money's interpretation.

The terms and conditions clearly state that the Go Fare Availability is required:

"Availability of the offer is subject to seat availability in F class of the GO fare family."

Perhaps the call centre are confusing the go fare issue with the fact you cannot use it for a 2 for 1 on that fare basis, and while it does mean you are not getting the cheapest fare as two for 1, you are still getting 2 for 1 and the fare conditions at each fare level.

The difference in Go Fare and Blue Saver are significant, for instance you cannot cancel for credit the go fares and change fees are higher, so naturally you are going to pay more, what did you expect!

Clearly they only offer the deal on flights they dont expect to be full, thats not counter-intuitive, they are simply are saying its not available on all flights and showing how to work out what flights they are available on.

 

[jsd]

It looks like Virgin Money have re-worded the terms and conditions of the 'Buy one, get one free offer' it makes more sense now

8. Terms & Conditions apply. Offer provides 50% off Virgin Blue flights for you and a friend for up to 4 sectors a year in Blue Saver, Corporate Plus, Flexible or Premium Economy classes provided a F class GO fare is available on each flight sector. Credit card payment fees apply to both Guests and are not discounted. Checked baggage charges apply to some fare types. New Virgin Blue Guest Contact Centre bookings made at least 21 days in advance only. Payment with Virgin Flyer Credit Card and/or Virgin Blue vouchers required. Seats must be booked in the same fare class and are subject to availability which may be limited at peak times such as weekends, Christmas or School Holidays. Check out here for further Terms & Conditions.

I interpret this as (i.e. in plain english):

A Go! fare needs to be available on the flight that you want a free seat on because we don't want to send our revenue and accounting departments to an early grave:mrgreen:

 

[medhead]

The difference in Go Fare and Blue Saver are significant, for instance you cannot cancel for credit the go fares and change fees are higher, so naturally you are going to pay more, what did you expect!

The differences aren't that great at all. The blue fare is not refundable. Even the flexible fare is non refundable. And the difference in change fee is only $5 which is not big compared to $45.

Even the limitation on canceling the go fare is not a real difference. What does that even mean? They can't force you into the aircraft. So a no show is as good as a cancellation. In fact the blue fare has a $50 or $60 cancel fee.

Given the cheapness of go fares in general it isn't a great difference on balance

 

[franky3844]

Hi all
I am interested in signing up for the Virgin Credit Card and have concerns after reading this forum.
By the way - I love that we are able to get some honest views about not only flying but credit cards and hotels - so many thanks to all for that.
My question in regards to the VCC is regarding the booking of the free flights.
I understand about the need for the GO FARE - but I was wanting to book Premium Economy flights and get the 50% discount
Has anyone tried this and what was the outcome?
I rang the Call Centre and they assured me that if I booked 1 Premium Economy Flight then my friend would be booked Premium Economy as well.
I therefore questioned the need for the GO Fare and that really confused the poor lady I was speaking to.
I need to know that both of us will be booked as Premium Economy and that I will not have one person sitting in Economy.
She assured me that would happen - I book 1 Premium Economy flight and my friend gets their flight for free in Premium Economy as well.
If this is the case - I am more than happy to sign up - but I am sure you will all understand that I am not that trusting of what I have been told so would love to know if anyone has any experience on booking this???

I think I might also call back a couple more times with the same question to see what the answer is.
Many thanks in advance
K

 

[stuartfaz]

Hi all
I am interested in signing up for the Virgin Credit Card and have concerns after reading this forum.
By the way - I love that we are able to get some honest views about not only flying but credit cards and hotels - so many thanks to all for that.
My question in regards to the VCC is regarding the booking of the free flights.
I understand about the need for the GO FARE - but I was wanting to book Premium Economy flights and get the 50% discount
Has anyone tried this and what was the outcome?
I rang the Call Centre and they assured me that if I booked 1 Premium Economy Flight then my friend would be booked Premium Economy as well.
I therefore questioned the need for the GO Fare and that really confused the poor lady I was speaking to.
I need to know that both of us will be booked as Premium Economy and that I will not have one person sitting in Economy.
She assured me that would happen - I book 1 Premium Economy flight and my friend gets their flight for free in Premium Economy as well.
If this is the case - I am more than happy to sign up - but I am sure you will all understand that I am not that trusting of what I have been told so would love to know if anyone has any experience on booking this???

I think I might also call back a couple more times with the same question to see what the answer is.
Many thanks in advance
K

Hi franky3844!

Short answer is, in theory, yes. The Ts and Cs state that the free seat will be in the same fare class as the purchased seat. The requirement to have a GO! fare available has something to do with fare buckets for promo code seats, but if you buy a premium economy seat you will be given 2 premium economy seats.

A lot of the issues here I'm putting down to lack of knowledge on DJ's part about the new product, for which I'd blame Virgin Money. The card and the offers are great, but my dealings with the Virgin Money customer service centre since I got the card have been nothing but atrocious. They simply know nothing.

Honestly thinking of reverting to the NAB Velocity Gold or similar. Will depend on how I use the free flight offers.

 

[franky3844]

Thanks for the quick reply - My cards are with the NAB now and expire Feb
I am thinking of Going direct with American Express getting their Charge Card and getting rid of my NAB Platiunum Amex and then also getting another to use when I cannot use Amex
I was thinking this one might do.
Thanks for the advice
K