The quality of Velocity's customer service responses has nosedived since Sabre. I have sympathy with the staff, on the phone (Gold line) they are courteous etc. but I just think they are overwhelmed with the volume of complaints, queries, retro claims they currently have to deal with. I reckon they spend a fraction of the time they need to on tasks, probably under pressure to do more and more quickly. If retro partner claims are processed manually, which seems likely, I think that would explain (but not excuse) some of the inaccuracy. I have received the poorest quality email responses from Velocity recently, failures to meet deadlines they set themselves, sending me cut n paste responses that seem to relate to another customer's query instead of mine etc etc.