Originally Posted by
Uldall
Yes, it seems VA still have not figured out the real reason for this long time problem
- I called already twice and last week the excuse was due to holiday season not able to correct, and yesterday new excuse small Elevate department overloaded with manual corrections, but it will be done in 4~6 weeks
- My planned trip is next weekend, and fare is increasing, and leaving me with no choice - To buy with cash.
Initially when I started using VA it was different, and huge improvement compared to other US carriers, and with qualified people working all over the field, but now it seems the honeymoon is over, and VA are slipping towards the benchmark of US carriers when talking about ground service assistance.
Not trying to excuse the lack of taking care of your issue for you on the first call (which they should have done), but the fact is the Elevate dept IS a small group of rather hard-working people who are sometimes overwhelmed - this is true of much of VX in general. People forget they're still a young airline - it's not that the honeymoon is over, it's more the fact they have a lot more business now than a year ago, and therefore a lot more to do, and not that many more people to handle the increase.
Call back during daytime west coast business hours, and talk to an Elevate rep. Explain to them what's going on, and that this is the 3rd call meaning the fares/point values have increased in the interim, and that you wanted to use points that are rightfully yours and that have disappeared due to a VX system glitch. If the rep says they're unable to do anything, have them contact a supervisor and they should be able to get it done for you.