Missing points from Virgin America Flights
Nov 14, 2011, 4:22 pm
#1
Original Poster
Join Date: Jan 2006
Location: Sydney, Australia
Programs: Velocity Platinum, UA MM
Posts: 557
Missing points from Virgin America Flights
Recently my daughter flew SYD-LAX-JFK-LAX-SYD on a V-Australia issued ticket for the entire itinerary booked online. The LAX-JFK and JFK-LAX sectors were on Virgin America flights.
Checking her velocity account after her return she noted that the points for the VA flights had been credited but not the VX flights despite her e-ticket noting her Velocity number.
The upshot is that she's now had to submit a missing points claim sending in scanned copies of her LAX-JFK and JFK-LAX boarding passes. Velocity claim it will take 4-6 weeks to get the credit....not happy Velocity
Anyone else encountered this problem? Interestingly on her LAX-JFK boarding pass it notes an "ELEVATE ID" with her Velocity account membership number. Her JFK-LAX boarding didn't show anything.
A word of advice, hang onto your boarding passes and if travelling on VirginAmerica flights verify that your Velocity number is in the system when checking-in and printed on the boarding passes. I do note on the Velocity web site that it states "Please allow 6 weeks before raising a retrospective Points claim with Virgin America" but that shouldn't necessarily be the case if the ticket was booked correctly in the first place.
Checking her velocity account after her return she noted that the points for the VA flights had been credited but not the VX flights despite her e-ticket noting her Velocity number.
The upshot is that she's now had to submit a missing points claim sending in scanned copies of her LAX-JFK and JFK-LAX boarding passes. Velocity claim it will take 4-6 weeks to get the credit....not happy Velocity
Anyone else encountered this problem? Interestingly on her LAX-JFK boarding pass it notes an "ELEVATE ID" with her Velocity account membership number. Her JFK-LAX boarding didn't show anything.
A word of advice, hang onto your boarding passes and if travelling on VirginAmerica flights verify that your Velocity number is in the system when checking-in and printed on the boarding passes. I do note on the Velocity web site that it states "Please allow 6 weeks before raising a retrospective Points claim with Virgin America" but that shouldn't necessarily be the case if the ticket was booked correctly in the first place.
Nov 14, 2011, 4:55 pm
#2
Join Date: Apr 2005
Location: Melbourne, Australia
Programs: VA Silver, VA Lounge, QF Bronze
Posts: 95
Hi there
I travelled in the USA earlier this year on V Australia and Virgin America, though my flights were booked separately.
While the V Australia flights came through as expected, the Virgin America points took about a month and a bit to come through, and they had everything correct. I'm sure I still have the boarding passes somewhere, but I'm pretty sure that it had my Velocity number on it (I think it had DJ <Velocity Number> - but I could be crazy
)
I travelled in the USA earlier this year on V Australia and Virgin America, though my flights were booked separately.
While the V Australia flights came through as expected, the Virgin America points took about a month and a bit to come through, and they had everything correct. I'm sure I still have the boarding passes somewhere, but I'm pretty sure that it had my Velocity number on it (I think it had DJ <Velocity Number> - but I could be crazy
)
Nov 14, 2011, 5:57 pm
#3
Company Representative - Virgin Australia
Join Date: May 2011
Location: Australia
Programs: Velocity Frequent Flyer
Posts: 35
Frequent Flyer programs such as Elevate and Velocity are run separately and hence there is a time lag for points being processed. Best to wait the 6 weeks and should there still be no points, submit the retro claim via the website.
Nov 14, 2011, 11:35 pm
#4
Original Poster
Join Date: Jan 2006
Location: Sydney, Australia
Programs: Velocity Platinum, UA MM
Posts: 557
There shouldn't be any excuse for points to not be automatically credited in a timely manner and to have to wait 6 weeks for flights on one Virgin carrier to be credited to another Virgin carrier's FF program is totally unacceptable in today's internet age.
Nov 15, 2011, 9:03 am
#5
Join Date: Apr 2011
Location: Australia
Programs: Too many
Posts: 1,096
I am hopeful for the day when all of Virgin's program are interlined all together...it makes it such a hassle
Expect the retro credit to take around 3 weeks, inc the points and status credits!
And as the OP stated...Hang on to those boarding passes..you never know when you'll need them!
Expect the retro credit to take around 3 weeks, inc the points and status credits!
And as the OP stated...Hang on to those boarding passes..you never know when you'll need them!