My EleVAte points vanished
 

My family and I flew Virgin America for the first time last month. We flew first class on the LAX-SFO route. Our points were credited to our accounts but they vanished a few weeks ago. This happened to all of us (we're 3). Has anyone experienced the same issue?

Do you have proof of your flights/purchases? Perhaps a confirmation email/receipt or boarding passes? You could try applying retroactive credit via the website. I'm sure VX will also be very helpful if you give them a call.

It is probably a hiccup in the roll out of their new (long-awaited) redemption system which is scheduled to go live next month. I just checked my points and they are still there (was a little worried for a minute). My last flight was on 07/29, can anyone confirm that they still have points for a more recent flight?

-- Do you have 'founding' status? ...are new eleVAte members still given 'founding' status?

I hope I'll be able to find our boarding passes but there is a good chance I trashed them when I saw the points had been credited.

I don't see any status in my account. We haven't received our Elevate cards either. I wonder if this is related to the fact that we don't live in the US.

Did you received a confirmation email from VX when you booked your flights? This should have the information you need.

Alternatively, you may be able to get retroactive credit after logging into your eleVAte account. You will need to know the date(s) of travel and may need flight numbers (airport names may be ok on their own)

AFAIK - VX are not issuing cards yet. You should have received an email when you signed up with an image of an eleVAte 'card' you can print.

I doubt this is the problem, but on occasion when they are rebooting or upgrading the system, my points disappear. They come back a few hours later. I assume you've checked again since you noticed them being gone?

My points have been gone for 2 weeks...

You should definitely give VX a call and have them check what happened. If you have a date/flight number, they can look into it and see that your boarding cards were scanned, and then reissue your points. It sounds like a glitch.

Elevate is not sending cards automatically. You can, however, print a card from the My Account section of the Elevate area on the website. (There's a link next to the account number.)

Founding member status was only through December 31 of the initial year. :)

I have taken 6 flights round trip on VX this year.

All my points except for 1 flight have dissapeared.

I called them and they were useless. Said they dissapeared but that my flights were still in the system.

Said it would be fixed one day.

So she said they know about the issue and are working to resolve it. I wouldn't judge them as useless until after 'one day' is up.

On one of my flights, my points didn't vanish. They never even appeared.

Interestingly, the outbound flight posted to my elevate account, but my return flight has not. I tried the "Request Elevate Points" feature with no success.

I'll probably wait a little longer before I call Customer Service.

I flew 10/14 SEA-SFO and 10/15 SFO-SEA, and the 10/15 points posted on 10/16, but not the 10/14 flight! I also tried the "request" with no success. Then, mysteriously, the 10/14 points showed up today (with a flight date of 10/17). I hadn't made any phone calls yet.

after reading this thread, i checked my account, and lo and behold---my points had vanished! sent off a rather chilly e-mail to customer service and will see what they say.

makes me appreciate how quickly my ua miles post (and remain).

here's the response:

Dear jtsaltman82,

Thank you for taking the time to write to us. Please accept my sincere apology for the difficulties you’ve experienced when trying to add your travel to your account.

I’ve added your reservation to the queue to manually add the points into your account, however due to the recent release of point redemption we are quite backlogged at the moment. We’ve also been undergoing a rigorous internal system update in an effort to improve our process flows for both our agents and our guests, so unfortunately we are experiencing some minor technical difficulties while we work the kinks out. Again, I’m very sorry for any inconvenience and thank you in advance for your patience in the matter.

If you need any additional assistance, please contact eleVAte at 1-877-FLY-VIRGIN and our agents will do their best to assist you further.

Warm Regards,

Tom
Virgin America Guest Care

update to say that points were added to my account yesterday, so seems an e-mail with the old confirmation #'s will get results.