VA retro points claim - put simply, it doesn't work and they don't care

By njb | May 09, 2018, 02:58 PM
I have run out of fingers to count the number of times I have completed the VA retro points claim, particularly for Air NZ flights, and received nothing. I decided to do something about it recently and emailed the VA retro claim people with my boarding pass scan and booking ref. Now they're arguing with me, wanting a copy of an e-tick incl. tick number and class. Surely they can work this out given they have been given the booking ref and the flight was booked on their website. They make it all too hard, far easier to throw their platinum card in the bin and us the QF card of the same colour; they usually have the points credited by the time I land!
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By bagpuss | May 09, 2018, 03:11 PM
Air New Zealand and Virgin Australia aren't friends at the moment. However, it really shouldn't affect the customer experience with this sort of stuff which isn't necessary.
Virgin and Velocity seem to use two different platforms and really are two different companies. Whereas Qantas is the same company but different divisions. Qantas seems to use a single system hence they credit quicker.
(It's strange that if you fly on VA it takes 3 days to credit to Velocity. Whereas points from FlyBuys is instant and Delta and SQ can credit very quick.)
All these systems have their flaws and glitches. I had to follow up FlyBuys yesterday about points not crediting correctly. The moral of the story the fact that we all check (Velocity & Qantas) our balances reflect our concerns about their systems crediting correctly.
I do wonder how much revenue is saved by the not so savvy who don't check this type of stuff. (Noting the recent QFF "scandal" in the press this week.)
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By jianga | May 09, 2018, 03:16 PM
I have run out of fingers to count the number of times I have completed the VA retro points claim, particularly for Air NZ flights, and received nothing. I decided to do something about it recently and emailed the VA retro claim people with my boarding pass scan and booking ref. Now they're arguing with me, wanting a copy of an e-tick incl. tick number and class. Surely they can work this out given they have been given the booking ref and the flight was booked on their website. They make it all too hard, far easier to throw their platinum card in the bin and us the QF card of the same colour; they usually have the points credited by the time I land!

Maybe this is a side effect of the nasty NZ/VA divorce. I had an almost identical situation recently with a VA codeshared flight to NZ booked on VA website. And when my online claim was rejected, they didn't even bother notifying me, I had to go into my account myself to find out all about it and then had to retro claim it via email (with e-ticket and boarding pass). Then in one of the email replies they insulted me further by saying 'in the future, make sure you add your FF number when booking a flight'....Seriously?!!! Can't they open their eyes and see my ff number was clearly stated on their own e-ticket I sent them?!!! Just hopeless. I have too stopped booking any future VA & Co flights on paid tickets and letting my Plat lapse (not that it's any better than Gold anyway). I just need to find out how to use up all the points on award flights now...
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By AwaywithMike | May 09, 2018, 03:45 PM
if you think thats crazy, try booking via the VA business portal, providing your VA FF # and it not staying in the system. One has to manually log into VA's Manage My Booking to add your VA FF - and then you get the seating options relevant for status i.e. Gold. :-/
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By Lchen3328 | May 09, 2018, 07:01 PM
I totally am with you with this! QF would credit points & SC within hours. VA would normally take 3-4 days however of late, I haven’t seen my VA flight credited for 10 days by now. Did retro claim a few days ago & nothing has happened. Did SQ retro claim a year ago & man, it was a nightmare taking them a month as I had to prove this & that. It seems at times Velocity is too hard with ancient technology. I guess they don’t care because the major shareholder is a private equity whilst VA itself is struggling financially.
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By tommygun | May 10, 2018, 07:14 AM
VA, QF, NZ etc all rely on you not having time to take legitimate claims further. I always find the time to do an online application to your local "small claims" tribunal. Once the airline see you mean business it's amazing how fast they'll settle up.
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By SilverBromide | May 10, 2018, 08:44 AM
VA is by far the largest recipient by volume of retro-claims across my accounts. Even on VA ticketed VA flights, the points and SCs don't always go where they're supposed to. Like you, I've had points and even electronic retro-claims disappear into the ether--the only strategy I've had consistent success with is calling the premiums support line and having them process the claim manually with me on the phone.
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By Neil R | May 11, 2018, 10:00 AM

The entire process can be frustrating. Last month my Eithad flights were credited with zero status / points, but when I double checked my ticket class, & all flights are eligible for points.

Went on line and loge a claim I received an instant rejection. I have just rang the premium support team who are very helpful, but I seem to be on the phone with the team at least once a month....

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By plutekplutek | May 11, 2018, 02:40 PM
I have run out of fingers to count the number of times I have completed the VA retro points claim, particularly for Air NZ flights, and received nothing. I decided to do something about it recently and emailed the VA retro claim people with my boarding pass scan and booking ref. Now they're arguing with me, wanting a copy of an e-tick incl. tick number and class. Surely they can work this out given they have been given the booking ref and the flight was booked on their website. They make it all too hard, far easier to throw their platinum card in the bin and us the QF card of the same colour; they usually have the points credited by the time I land!

Do it. I stopped flying them, and was a VFF Plat. Its all too hard with them, lounge access, retro claims, rewards, website, etc etc. Building up status in QF from scratch.
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By puppy79 | May 14, 2018, 08:27 PM
I had this same problem years ago in the early stages of the NZ/VA ALLIANCE.coming home from christchurch to adelaide via sydney it took them a month to credit the points.i had to send in references and online details but we got there in the end.never had the same problems on SQ.
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By BJ01 | May 15, 2018, 08:36 AM
Sadly, I too do not trust VA when it comes to points landing in my FF account. I have to keep a close eye on them and have had many issues across multiple partners - both airlines and retailers. The worst is BP when the technology at POS fails (which is too often IMHO) and there is no retro claim process. I played up a bit once and they gave me an ex-gratia points credit of 100 points. I fill up anywhere now. It is becoming a bit too hard as stated above my another poster. I hope they can sort it out - I am not a fan of the alternative....
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By puppy79 | May 22, 2018, 05:54 AM
do not remind me of the BP PROCESS.I Do that often and the one I fill up at sometimes going to work is clueless in that department.
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By pphlin | May 30, 2018, 10:25 PM
Waiting for EY J retro-claim 5 months counting.. (despite booking directly through Etihad quoting Velocity number)..contact Velocity every 6 weeks for an 'escalation' ....and get a response like this:

"As a customer oriented loyalty program, it was never our intention to leave you unsatisfied with the services provided. Please know that we certainly do not want this process to be difficult for you and I'm sorry for the inconvenience.

I understand that your flights operated by Etihad Airways have yet to be added to your account and Im unable to identify how long it would take."

..........
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By jch | Aug 02, 2018, 09:50 PM
All my retro claims have been processed even when flying Chinese airlines who put me on another carrier due to weather for the actual flight... But agree it takes a while.
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