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log in does not work
I have tried to log in. My ff number is not recognised even though it is correct and the program send me emails with the number. Tried without my ff number - it was a two leg journey. And it accepted and gave me info then would only book the first leg. I gave up and went to Qantas. Please - whoever is in charge of this website - do something about it. You must be losing megabucks.
No common sense and Unreasonable
Call in to unlock my account as I input the password incorrectly, not sure how that happens when password was saved
Anyway when I spoke to operator, they ID me with velocity frequent flyer number and then full name and email address and DOB
After all that information I was told they cant unlock my account and I need to send through photo ID to unlock my account
What a joke of a process
Understand why Qantas frequent flyer is the better choice
Very poor, no flexibility at all
I got two virgin lounge passes. As the lounges were closed due to covid, they expired. Now virgin won't accept that and extend their expiry. Complete scam. They shut down the lounge, I still travelled in September. Never flying again with them. Overpriced rip off.
This is one company you can live without.
Here's my story. Recent flight to Brisbane and back to Canberra. To avoid check in I downloaded the Virgin Australia app on smart phone/ mobile to get the boarding passes. This all worked well and a great app. Both this app also has a velocity app link, and it's this bit that's outdated and complete crap and wait of time. A suggestion to Virgin Australia to remove this crap link to a truly crap company. Seems to advise customers to wait 2 weeks before submitting a manual form each time to somehow redeem some so called velocity points. So sent a complaint to company, as in 2021 companies should really be retrieving data in real time but this company is set back in the middle ages. So given up with crap velocity pointing crap...
Velocity Shop & customer service is a nightmare
I tried ordering a smart watch with my frequent flyer points. The first package arrived in a week which was fine, but the Velocity partner sent the wrong product.
I sent back straight away, but I've now been waiting over a month. Each time I emailed their customer service I get the same generic answer along the lines of - the supplier has told us the product will arrive by X and then take 7 business days to ship, then allow postage time on top.
After 4-5 loops of asking for updates and getting nothing useful I decided to ask for a points refund - the answer I got? The points refund will take between 5 and 30 business days!!
Why does a product take 7 business days to ship?? Why does a refund take 5 days to process, let alone 30??
Not even worth one star
Despite numerous flights, the points are NEVER credited. Took part in the double points captain Snooze promo and again NO points credited...
Am told when I ring "they will likely appear on next month's statement" and when that NEVER happens "its too late to claim as it was two months ago"
Seems to be yet another fake news RORT so typical nowadays
Customer Service at all?
I am just in the waiting loop for the last hour trying to cancel a flight (which I cannot do online). I am on Platinum status for several year and never waited longer than say 2 minutes to get someone on the phone.
Seems Virgin Australia is gone, I guess I am off as well :-(
That they stop thieves is great.
A friend had shopper points stolen from their account, [but not from Velocity.] If you forgot your password & also forgot your own security question, how else do they know it is not a thief? When I forgot my password, they quickly accepted my security answer. Ask your bank what is the safest way to recall these security details, as it is so important in today's data theft.'
Why is the shop closed?
I still keep getting emails from Velocity Rewards telling me of the wonderful points earning opportunities there are. What they don't tell me is that I can't use my current points in the Velocity Rewards shop, even though (according to emails received from Virgin Australia) the shop is a completely separate business from Virgin Australia. So Virgin Australia going bust should have nothing to do with Velocity Rewards and the shop.
Excellent program, great seat availability
I'm a long-time Velocity member and have had an extremely positive experience with them, having progressed from Red status all the way through to Platinum.
I have upgraded to Business class internationally several times and the process for doing so was simple. Domestic Business class upgrades have also been painless.
The earn rates are great, and seat availability for reward fares is much better than my experience with other frequent flyer programs.
Having read over some of these reviews, it's obvious that those posting the complaints have n...ot read the program terms and conditions, which are pretty clear. To save you some time: - Points won't expire as long as you continue to actively earn points. Connect your FlyBuys card to Velocity or use a Velocity-earning credit card to ensure you're always earning points. - UpgradeMe bids that are successful don't upgrade your points earn rate - you will still earn the same status credits that you would have on your original fare. This is made quite clear on their website under "Velocity Status Credits cannot be earned on": https://experience.velocityfrequentflyer.com/partners-offers/airlines/virgin-australia-airlines#tab_earn_status
Gets best frequent flyer program award for a reason
Velocity gets awarded the best frequent flyer program for a reason, it smashes most others to pieces and any it doesn't still wins in a fair comparison.
The people here literally are just whining because they haven't read or asked or heard properly. I was advised points never expire as long as you add points to your account in any way shape or form. This was extremely clear.
Customer service has always been exceptional.
The ONLY fault is the taxes when paying with points for a flight (very excessive) but this is the same with every single airline carrier, so Velocity is not alone in this regards and they have to make money somehow.
Don't always believe people.
I have all the receipts for 1 year from BP,who had advised me to hang onto until april 2020.Now I have been told the reciepts can't be claimed on the new system.I can't seem to find true answers to my questions ???
Great New Experience
I was with them only 9 months and was given Gold status. Free entry to lounges etc. I am saving madly for my first International rewards flight but the winner by far was my recent upgrade on a flight which I didn't even ask for. Spent 15 years with Qantas FF and no such service as it was impossible to reach the status credits required.
Virgin lost 2 customers forever!
When we first joined Velocity they said "your points will never expire". Then they kept changing the rules. I had over 100,000 velocity reward points before my husband and I went on our retirement trip to see the world. The points expired while we were away (didn't see their emails) but same as others, Virgin won't reinstate them. So much for loyalty. Will never, ever, ever fly Virgin again.
4 days trying to ring to change a flight.
It took 4 days of ringing & waiting for over 2 hours with no response, trying to change a flight because i purchased my ticket using velocity points.When i did get thru was told i had rung the wrong person to which i waited another 1 hour before speaking to this person. Pathetic!
Questions & Answers
Trying to locate my Frequent flyer membership number
Just ring them. You know their phone no. & so will directory assistance. [it's 131875] As long as you tell them all your details & answer the security questions they will tell you how many points you have & possibly post you a new card. Why haven't you rung or emailed them?
how many velocity points do I have
Please tell me how to delete and unsuscribe as they dont listen to my unsuscribe notices
The simplest way would be to click on an 'unsubscribe' link on one of the many numerous emails they send you.
They truly are an awful company. I filled up at BP three times and have NEVER received any points for them. No wonder BP are dropping them in 2020.
Ive tried that no luck
Don't you think ive tried that ,and another one that I'd
S hard to get rid of is mail chimp
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