- Joined
- Jul 30, 2010
- Posts
- 499
Please don't fall off your chair - you are reading a post from us again!
The past year has seen a raft of massive changes right across our business, of which the AFF community has discussed most at length. Included, was the downtime from Virgin participating in this forum.
Resource constraints had meant that we weren't able to provide the service that we would have liked in this community. For this, we do offer our apologies and hope that we can right any wrongs that are still outstanding with you all as we move forward by answering as much as we can (but note we won't be able to answer everything due to the commercial sensitivities of the business).
Obviously the Sabre transition project was (and still is) a mammoth undertaking and we are well aware of the feedback that has been shared between you all. Below we’ll attempt to address some of the main conversations coming out relating to the Sabre cutover.
IBE and Velocity redemption sites
In terms of the Internet Booking Engine (IBE) and Velocity redemption sites, we acknowledge that there are improvements to be made still, including a single sign-on for both sites (VA and VFF) which will enable you to gain access to functionality across both sites by logging into your Velocity account just once.
We have progressive drops of functionality that will improve useability, these will happen throughout the year. We cannot provide a specific date yet on when the single sign-on issue will be addressed, but we’ll advise as soon as information is at hand.
(FYI - you can now search Reward Seat availability online with Virgin Australia and selected codeshare flights operated by Virgin America before logging into your account. Once you are ready to book, simply login and select your flights).
Online seat selection
One bug bear that caused members problems post-Sabre, have been the issues with online seat selection.
You can choose your seat online at time of booking (prior to Sabre it was only possible within 14 days) or when checking-in. Some members are still having issues selecting a seat online, we have prioritised resolving this and we’ll provide an update asap. If you need assistance or you want to select a seat after you've made your booking, contact us at 136 789 and the team will be able to allocate your seat.
Some members have made comments about having their seat changed on them. Seat changes are made due to operational reasons such as equipment changes and weight and balance requirements. But where possible we tend not to move people who have already pre-allocated their seats. We try to ensure that tiered frequent flyers are seated in preferred seating zones (which of course are dependent on aircraft type and loads on individual flights).
Missing Points or Status Credits in Your Account
Following cutover to Sabre, there was some delays in the crediting of Points and Status Credits following flights. This is now largely resolved.
If Points and Status Credits have not been awarded to your Account at least 14 days after your flight, you can claim flights taken with Virgin Australia, Singapore Airlines and Air New Zealand online after logging in to your Account.
For claims with other airline partners, the process is to please send a copy of your itinerary to [email protected] for the team to follow up.
Virgin Australia Velocity Credit Card
Just so you know, the complimentary flights benefit has not changed. Card holders can redeem their complimentary flights on Saver Lite, Saver, Flexi and Business Class Fares, provided the fare they want to book is not a Sale Fare. This is reflected on the t&c’s on both the VA and Virgin Money websites.
With the new booking system, the code has now changed to TWO41. Members just need to quote this when calling the Australia Guest Contact Centre on 13 67 89. Sale Fares flights are no longer visible on the Virgin Australia website, and will only be identified by the Guest Contact Centre when you call.
Ongoing conversation
Sabre was another important stepping stone for us in building a world class airline and loyalty program. As we continue to improve the customer experience, your feedback remains vital so we’ll be in here at least once a day to continue the conversations and help out wherever we can. For any specific questions related to Velocity members, our inbox is available to you all.
Thanks for your time, and continued support.
The Velocity Frequent Flyer team
The past year has seen a raft of massive changes right across our business, of which the AFF community has discussed most at length. Included, was the downtime from Virgin participating in this forum.
Resource constraints had meant that we weren't able to provide the service that we would have liked in this community. For this, we do offer our apologies and hope that we can right any wrongs that are still outstanding with you all as we move forward by answering as much as we can (but note we won't be able to answer everything due to the commercial sensitivities of the business).
Obviously the Sabre transition project was (and still is) a mammoth undertaking and we are well aware of the feedback that has been shared between you all. Below we’ll attempt to address some of the main conversations coming out relating to the Sabre cutover.
IBE and Velocity redemption sites
In terms of the Internet Booking Engine (IBE) and Velocity redemption sites, we acknowledge that there are improvements to be made still, including a single sign-on for both sites (VA and VFF) which will enable you to gain access to functionality across both sites by logging into your Velocity account just once.
We have progressive drops of functionality that will improve useability, these will happen throughout the year. We cannot provide a specific date yet on when the single sign-on issue will be addressed, but we’ll advise as soon as information is at hand.
(FYI - you can now search Reward Seat availability online with Virgin Australia and selected codeshare flights operated by Virgin America before logging into your account. Once you are ready to book, simply login and select your flights).
Online seat selection
One bug bear that caused members problems post-Sabre, have been the issues with online seat selection.
You can choose your seat online at time of booking (prior to Sabre it was only possible within 14 days) or when checking-in. Some members are still having issues selecting a seat online, we have prioritised resolving this and we’ll provide an update asap. If you need assistance or you want to select a seat after you've made your booking, contact us at 136 789 and the team will be able to allocate your seat.
Some members have made comments about having their seat changed on them. Seat changes are made due to operational reasons such as equipment changes and weight and balance requirements. But where possible we tend not to move people who have already pre-allocated their seats. We try to ensure that tiered frequent flyers are seated in preferred seating zones (which of course are dependent on aircraft type and loads on individual flights).
Missing Points or Status Credits in Your Account
Following cutover to Sabre, there was some delays in the crediting of Points and Status Credits following flights. This is now largely resolved.
If Points and Status Credits have not been awarded to your Account at least 14 days after your flight, you can claim flights taken with Virgin Australia, Singapore Airlines and Air New Zealand online after logging in to your Account.
For claims with other airline partners, the process is to please send a copy of your itinerary to [email protected] for the team to follow up.
Virgin Australia Velocity Credit Card
Just so you know, the complimentary flights benefit has not changed. Card holders can redeem their complimentary flights on Saver Lite, Saver, Flexi and Business Class Fares, provided the fare they want to book is not a Sale Fare. This is reflected on the t&c’s on both the VA and Virgin Money websites.
With the new booking system, the code has now changed to TWO41. Members just need to quote this when calling the Australia Guest Contact Centre on 13 67 89. Sale Fares flights are no longer visible on the Virgin Australia website, and will only be identified by the Guest Contact Centre when you call.
Ongoing conversation
Sabre was another important stepping stone for us in building a world class airline and loyalty program. As we continue to improve the customer experience, your feedback remains vital so we’ll be in here at least once a day to continue the conversations and help out wherever we can. For any specific questions related to Velocity members, our inbox is available to you all.
Thanks for your time, and continued support.
The Velocity Frequent Flyer team
. Welcome (back) to our online community VFF and I know your return is met with a combined sigh from across our member base. Now let's get it working...(Sabre that is 
