Has anyone flown Etihad and have points disappear into somebody else's Etihadguest account instead of your Velocity account?

11 replies

bb-fireman

Virgin Australia - Velocity Rewards

Member since 04 Nov 2015

Total posts 2

Has anyone flown Etihad and have points disappear into somebody else's Etihadguest account instead of your Velocity account? I flew to London return in first, and points for the flight over disappeared into someone's Etihadguest account, while the return leg points actually went into my Velocity account as requested. Trying to chase up with Ethad but getting no response. Suggestions welcome.

Tagentjay

VA

Member since 10 Sep 2014

Total posts 19

Im a TA and have had alot of feedback/experience recently about this. Have had;

 

× Points credited to account of person with same name. I had to send a copy of pax passport so they could determine the pax was different (DOB etc).

 

x EY staff in lounge remove VA loyalty number and put in EY one.

 

x Velocity credit wrong amounts (and leave sector info out of activity statement)

 

x VA segments not being credited despite being on boarding pass.

 

Creates quite a lot of extra work. EY particularly hard to deal with (and unailling to remove points). VA powerless to credit points if they are already 'claimed' elsewhere. Its generally a troublesome part of their otherwise great relationship.

 

Anyway my suggestion is contact Etihad to get information on where the points went and demonstrate that it is the incorrect account, then do a retro claim with VA.  

 

Good luck.

Atzeri

Etihad

Member since 03 Jun 2015

Total posts 11

Had similar problems but i am an EY FF. 

VA segments not credited but being in the Bpass ( follow up process went on for 6 months ) 

While travelling VA with family members FF numbers got mixed At check in and only some of us had the correct credit.

in my experience some of VA ground staff refused to phisically put the EY FF# on the boarding pass saying it was on the reservation. miles have not been credited after the flight. 

Agree Etihad is super hard to deal with, but you should dealing with VA for your velocity points.

the two airlines are partners but it seems they dont communicate very well.

Yaf

Member since 02 Nov 2012

Total posts 39

Agree Etihad is super hard  to deal with.

Flew them in early Sep London to Abu Dhabi to Singapore in business class.

Luggage lost in Abu Dhabi (although cabin service manager told me it was loaded in Abu Dhabi)

Could not use headphones due to defect in seat socket.

Business classs was full and was refused to be ugraded to First although cabin service manager requested permession from ground in Abu Dhabi.

Landed in Singapore and was met by Etihad staff who gave me letter saying they would credit 10000 points due to audio defect. Gave Etihad staff member my Velocity number.

10000 points still not credited to my Velocity account

cssaus

United Airlines - Mileage Plus

Member since 29 Jan 2011

Total posts 75

HAve just returned from a return trip to London ticketed on VA with VA flight numbers on EY operated flights with the exception that my SYD-AUH flight was VA operated.

Was correctly credited for the SYD-AUH flight after a day but nothing as yet for all the other sectors. Have today posted an online claim with Velocity  via their website for the missing points for my EY operated AUH-LHR flight. The web site says you have to wait 14 days after having flown before you can make a claim and that the flight will bew credited in 72 hours.

This is my first experience in having flown EY operated flights. When I've flown on VA fights operated by DL & SQ, the flights have all been credited within a few days.

There's obviously still an issue between VA & EY in getting credited for flights flown.

cssaus

United Airlines - Mileage Plus

Member since 29 Jan 2011

Total posts 75

I meant to have included in my posting above that all my boarding passes correctly reflect my VA FF number & the fact I'm VA Platinum.

The golden rule here is NEVER discard your boarding passes until such time you see the flights having been credited.

gredgy69

Qantas - Qantas Frequent Flyer

Member since 29 May 2013

Total posts 43

I had no problems with EY crediting points to Velocity when I flew to London. Admittedly that was 3 years ago, but they credited within 3 days of flight. Maybe I was just lucky. As Dory would say "Just keep chasing, just keep chasing". Hope it's all sorted soon.

Truie

Member since 26 Jul 2015

Total posts 10

Flew EY to Milan and back recently with my girlfriend, 1st to Abu Dhabi then business to Milan. She got 3 times the number of points credited to her VA FF account than I did. Didn't want to argue to VA lest she lost her bonus points.

cssaus

United Airlines - Mileage Plus

Member since 29 Jan 2011

Total posts 75

This may have been due to a promotion that EY & VA were offering. You had to register in order to get the triple points. Sounds like your girlfriend registered and you didn't.

jianga

Qantas - Qantas Frequent Flyer

Member since 07 Feb 2015

Total posts 141

Me and my friend are also having issues with EY/VA. We flew from Paris to Melbourne via Abu Dhabi back in Sep. It was all booked through VA with VA flight number but operated by EY as codeshare flights. Our CDG to AUH leg was credited to our VA accounts within a couple of days after the flight, however the AUH to MEL leg was not. We waited for 14 days and nothing happended. We then reported to VA to claim missing points, after another two weeks we were told that EY couldn't find the record that we flew on that flight (Seriously?!). They then asked us to send our e-tickets which we did and I have also sent them my boarding pass. VA said that apparently it will now take EY 4-6 weeks to do a manual check and confirm that we were on the flight. I'm a VA gold and my friend Platium, our VA FF were printed on the boarding pass. I still can't understand how one leg of the flight was credited so quickly while it seems that we almost disappeared from the second leg. I have also found EY in genearl isn't as good as before, particularlly the partnership they have with VA which still feels very half baked. 

jianga

Qantas - Qantas Frequent Flyer

Member since 07 Feb 2015

Total posts 141

FYI we flew Business as well, not that it should make any difference when it comes to creating points and SC

bb-fireman

Virgin Australia - Velocity Rewards

Member since 04 Nov 2015

Total posts 2

Thanks for the tips. I'll keep persevering and continue following up with Etihad guest. It's just a shame to have this issue as the flight and service itself was quite memorable.

I'm a little bitter because this has happened to me before two years ago with Etihad, but last time I managed to get it resolved relatively painlessly. Because of last time, I actually confirmed with Etihad whilst in London that my Velocity number was on the booking, and they said yes. I guess this call is at least why my return journey was correctly credited into my Velocity account.  Not sure if I want to try third time lucky.

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