Two for one 2FOR1 flights on the Flyer Visa Credit Card when both pax hold CCs

[bigbadbyrnes]

Greetings all,

I have a situation that (an excellent staff member at) Velocity is currently sorting out for me, but wanted to bounce this off all of you in case someone else finds themselves in the same situation.

The people I’m now talking too are people who have the Virgin Money Flyer card (which features the 2FOR1CC offer of two seats for the price of one) and who are likely to make use of said feature by redeeming it with a co passenger who is also happens to have the same card (that is, a separate card/account held in their own name completely unattached/unrelated).

According to an email from Velocity, “If you book your tickets under the two for one promotion, both the guests will earn Status Credits. And the fare is split into halves between both the guests so each one is entitled to half points. If you pay $100 for the tickets, both the guest will earn points for $50 each however, status credits will be awarded in full.” Having used up all four of my 2FOR1CC sectors, I can tell you this was indeed how it worked out.

A few months ago I made a booking where I attached my fellow pax’s Velocity number to the booking so he’d accrue the points and SCs. He also also happens to hold a Virgin Money Flyer Visa card. When the booking was made, the system docked one 2FOR1CC sector off both of our accounts, making it effectively a 2FOR2 offer .

I have got Velocity currently fixing this for my co-pax, but apparently, this is something the system does automatically in the rare case that both pax on the booking hold separate Flyer CCs.

These circumstances may be rare, but I’d be surprised if this hasn’t happened to anyone else - or is isn't likely to happen to someone else.

Just a heads up if nothing else – unfortunately if you’re in these circumstances, you may need to make another phone call to get the situation rectified. Of course, the easy way around this is to not attach the co-pax’s Velocity number to the booking, but in that event the co-pax would forego the points, SCs and possibly status baggage allowance etc.

I will be making a suggestion to Velocity that the system be corrected.

 

[Tazza_0712]

This exact situation has occurred to me just last week. I realised what must have happened, being that both my travel mate and I hold the Flyer CCs, but haven't yet contacted Virgin about it.

I would suggest that they try to implement a fix for this ASAP, and in the meantime, I'll get on to Virgin at some point for the fix.

Hopefully it's not too complex a fix.

 

[pshepvic]

Thanks for the tip!

The bit I wasn't sure about was if the full SCs will post for both people - that's good to know!


Sent from my iPhone using AustFreqFly app

 

[muppet]

Greetings all,

A few months ago I made a booking where I attached my fellow pax’s Velocity number to the booking so he’d accrue the points and SCs. He also also happens to hold a Virgin Money Flyer Visa card. When the booking was made, the system docked one 2FOR1CC sector off both of our accounts, making it effectively a 2FOR2 offer .

Thanks for the heads up bigbadbyrnes

 

[smit0847]

Yes, this same thing happened to me. When both of you have 2-4-1 flights left on your CCs do NOT give the velocity number of the second person as it will deduct a 2-4-1 from their account as well.

It is a weird quirk of this offer, but not nearly as stupid or absurd as the fact that you cannot book these 2-4-1s online, and that you have to pay a credit card surcharge to use a Virgin credit card to take advantage of a Virgin offer!!

 

[bigbadbyrnes]

Yes, this same thing happened to me. When both of you have 2-4-1 flights left on your CCs do NOT give the velocity number of the second person as it will deduct a 2-4-1 from their account as well.

It is a weird quirk of this offer, but not nearly as stupid or absurd as the fact that you cannot book these 2-4-1s online, and that you have to pay a credit card surcharge to use a Virgin credit card to take advantage of a Virgin offer!!

But declining to give the other pax's velocity number will result in them missing out on points and SCs.

It's the easiest work around, but depending on your circumstances, you might be really missing out.

 

[awilcockson]

But declining to give the other pax's velocity number will result in them missing out on points and SCs.

You should be able to put in a missing points claim after the flight has been taken, although you'd miss out on the status benefits (luggage etc) during the flight.

 

[awilcockson]

The bit I wasn't sure about was if the full SCs will post for both people - that's good to know!

Me either, but very happy to have it confirmed that this is the case.

 

[chrisjrn]

It is a weird quirk of this offer, but not nearly as stupid or absurd as the fact that you cannot book these 2-4-1s online, and that you have to pay a credit card surcharge to use a Virgin credit card to take advantage of a Virgin offer!!

The good news is that they can refund this surcharge if you call the guest contact centre and tell them you're using a mac, as per: http://www.australianfrequentflyer..../credit-card-surcharge-refunds-mac-35430.html

 

[muppet]

The good news is that they can refund this surcharge if you call the guest contact centre and tell them you're using a mac, as per: http://www.australianfrequentflyer..../credit-card-surcharge-refunds-mac-35430.html

They might notice that little fib considering you have to book 2-4-1 fares over the phone.

 

[bigbadbyrnes]

Indeed! The two-for-one can make for attractive SC per $ calculations.

I actually used two of the flights in Y+ OOL->MEL late last year during the doubleSC promo period, $3.02 per SC. Not bad, no?

 

[bigbadbyrnes]

Update:

This problem is still ongoing and has not yet been sorted out by Velocity despite two follow up phone calls.

Although Velocity has promised that the problem is resolved by "making notes on file" and "forwarding it to the business improvement team" to be fixed completely, when my co-worker made use of two of his 2FOR1CC redemptions, the worker on the other end confirmed that he had indeed used all of his four 2FOR1CC flights. This was, of course, reflected on his velocity account page.

I am going to make another follow up call about this but wonder if anyone else has had the same problem and been unable to get it resolved?

The dung will hit the fan if he is unable to redeem his other 2FOR1CC flights when he wants too. This creates all sorts of havock as he is a father of two and his wife has the Virgin High Flyer card and all their non work domestic travel is as a family of four (and they both need to use their 2FOR1CC offers to get all four pax around).

Safe flying,

CB

 

[Undercover Brother]

Speaking of the 2 for 1 offer, at what time does the 'flights remaining' update in your Velocity account? Straight after booking? After completion of the flight?

 

[bigbadbyrnes]

Straight after booking.

 

[bcworld]

Update:

This problem is still ongoing and has not yet been sorted out by Velocity despite two follow up phone calls.

Although Velocity has promised that the problem is resolved by "making notes on file" and "forwarding it to the business improvement team" to be fixed completely, when my co-worker made use of two of his 2FOR1CC redemptions, the worker on the other end confirmed that he had indeed used all of his four 2FOR1CC flights. This was, of course, reflected on his velocity account page.

I am going to make another follow up call about this but wonder if anyone else has had the same problem and been unable to get it resolved?

Hi BBB...I'm interested to know if you ever got a satisfactory resolution to this.

I lodged a request to fix this over a month ago and am still getting nowhere fast.

The victim in this case needs to use all 4 of their free flights to make 2 return bookings but currently their account incorrectly shows them as having only 3...the 21 day lead time for these bookings is getting very close and the Velocity staff who I have spoken to have simply said, sorry you'll have to pay for the 2 seats!

I have Velocity blaming Virgin Australia for not responding...as if I should really be sympathetic to this! And various failures to update as promised.

I'm very unimpressed with Velocity at the moment.

 

[bigbadbyrnes]

hi bcworld,

Thanks for reminding me about this, but, alas the update is there is no update!

After two more phone calls a few weeks apart repeatedly pleading the case for this to be fixed and being apologised to and reassured that it would be fixed within a few days, the problem yet remains.

The final outcome was getting a phone call from Velocity to my fellow passenger who has been incorrectly deducted his 2FOR1CC flights to reassure him and promise him that sufficient notes have been made on his file that he is entitled to two more 2FOR1CC offer flights despite the system stating the opposite. The notes are intended to be sufficient that when he goes to redeem said flights that the person arranging the booking is able to confirm that there has been an error in the system and to award the stated benefit.

Now, I would be SURE to allow of time (as in, a few days) to redeem a 2FOR1CC flight that has been incorrectly removed from you account to allow enough time for Velocity to work out and confirm you're entitled to the benefit (despite notes or whatever) and to actually work out how they intend to make good on this because no one really knows.

As far as the problem goes, it's broken. The system is simply incapable of handling this query and all the complications and processes involved just mean it's broken and don't qualify as an adequate excuse. But I assure you, it's broken and can't be fixed (at the moment). This query has been in the pipe line of being corrected since the start of the year and is no closer despite all the promises and escalations.

I share you disappointment with Velocity in this very specific area.

Until then, the thing to do is not put in both credit card holders velocity numbers at the time of booking and do a retro claim.

 

[bcworld]

Thanks for reminding me about this, but, alas the update is there is no update!

I share you disappointment with Velocity in this very specific area.

Thanks for the update BBB.

Just had another failure to update as promised followed by another soul destroying conversation about escalations, new promises to update, blah, blah, blah.

We are now at T-21 days from a point where we'd like to travel, and despite stressing this, no offer to make notes on the account and allow the 2-4-1 have been forthcoming.

Really lousy service.

 

[bigbadbyrnes]

Thanks for the update BBB.

Just had another failure to update as promised followed by another soul destroying conversation about escalations, new promises to update, blah, blah, blah.

We are now at T-21 days from a point where we'd like to travel, and despite stressing this, no offer to make notes on the account and allow the 2-4-1 have been forthcoming.

Really lousy service.

So they aren't even offering to make good on the 2FOR1CC offer?

Ok, that's not just lousy service, thats utterly inexcusable. You can't just choose to not honour a stated benefit - you have complied with your end of the terms and conditions by doing everything right and buying the product (credit card) in the first place, it's not optional for them to uphold their end of the T&Cs. It's a requirement, not a request. That their systems are stuffed isn't your fault and you're not to be penalised for it.

Bad service is getting a rude cabin crew or overly hot latte at a lounge. This is more like having your flight cancelled then no refund or re-ticketing issued due to a system failure and being fobbed off when raising it with the carrier.

I'd be contacting a Velocity rep or Virgin rep now - they can fix it even if they have to arrange the flight at their own expense then seek reimbursement from Virgin Money when they sort out their mess.

 

[smit0847]

So they aren't even offering to make good on the 2FOR1CC offer?

Ok, that's not just lousy service, thats utterly inexcusable. You can't just choose to not honour a stated benefit - you have complied with your end of the terms and conditions by doing everything right and buying the product (credit card) in the first place, it's not optional for them to uphold their end of the T&Cs. It's a requirement, not a request. That their systems are stuffed isn't your fault and you're not to be penalised for it.

Bad service is getting a rude cabin crew or overly hot latte at a lounge. This is more like having your flight cancelled then no refund or re-ticketing issued due to a system failure and being fobbed off when raising it with the carrier.

I'd be contacting a Velocity rep or Virgin rep now - they can fix it even if they have to arrange the flight at their own expense then seek reimbursement from Virgin Money when they sort out their mess.

I'd be posting an unimpressed message on their FB or twitter pages - their social networking team is usually pretty quick to respond.

 

[bcworld]

So they aren't even offering to make good on the 2FOR1CC offer?

Nope. And the travel we want to book is for MEL-PER-MEL so $400+ saving to be made.

I was specifically told the other day we'd 'just have to buy the two fares'.