I had the same problem late last year/early this year but got it sorted eventually. At first I tried submitting the missing points claim via the Velocity portal but after a couple of weeks I checked back and it had given an error message. Then I phoned up and was advised to email scanned images of my boarding passes as well as my itinerary/invoice to "retro [at] velocityfrequentflyer [dot] com". I got the points credited about 8 weeks later. It was a very slow process... Good luck :)
Appalling, hardly. Especially in light of the current condition with covid-19, a lot of employees are being redeployed (including from velocity) to assist with the extremely high call volumes. Frequent flyer point recovery is not a priority, especially with the extra year of premium status.
On the velocity website it says “To ensure you earn Velocity Points, make sure you enter your Velocity membership number when making your booking.”
I have flown with HK Air and other HNA Group airlines. I added my Velocity number at booking with no issues. Only once did I miss putting in my Velocity number, I called and they told me to email [email protected] (with proof of travel), I got credited in under 14 days (that was the time frame could be longer due to Virgin and HK Air's point exchange systems not running on an automatic system and had to be done manually). Sure it's long but hey I got my points and status credits.
Appalling, hardly. Especially in light of the current condition with covid-19, a lot of employees are being redeployed (including from velocity) to assist with the extremely high call volumes. Frequent flyer point recovery is not a priority, especially with the extra year of premium status.
On the velocity website it says “To ensure you earn Velocity Points, make sure you enter your Velocity membership number when making your booking.”
I have flown with HK Air and other HNA Group airlines. I added my Velocity number at booking with no issues. Only once did I miss putting in my Velocity number, I called and they told me to email retro@velocityfrequentflyer.com (with proof of travel), I got credited in under 14 days (that was the time frame could be longer due to Virgin and HK Air's point exchange systems not running on an automatic system and had to be done manually). Sure it's long but hey I got my points and status credits.
Appreciate the current situation, but when this was for flights well before this all started to kick off. Almost 4 months ago!!! Prior to the travel bans, I was starting to avoid using any HNA group airlines as their status and points rarely ever cleared without a tonne of follow up to Velocity. (And yes, VA numbers were on the boarding passes which have been sent countless times to retro@). It was really a bit of a hodge podge alliance set up anyway, with access to the lounges coming through waaaay after the deal was signed. I can't really see it lasting much longer though.
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Velocity/Status points on Hong Kong airlines
DaveFromOz
DaveFromOz
Qantas
Member since 31 Oct 2013
Total posts 1
Booked and flew BNE/MEL/HKG/PVG return via Virgin website in early December 2019
HKG/PVG/HKG was with Hong Kong airlines
The points/Status on HKG/PVG/PVG have never appeared and I have sent multiple enquires all of which come back with an error message (17 or 45)
Work colleagues on same trip all have same issues
Anyone else experience this?
spacecadet
spacecadet
Virgin Australia - Velocity Rewards
Member since 25 Jul 2013
Total posts 33
I had the same problem late last year/early this year but got it sorted eventually. At first I tried submitting the missing points claim via the Velocity portal but after a couple of weeks I checked back and it had given an error message. Then I phoned up and was advised to email scanned images of my boarding passes as well as my itinerary/invoice to "retro [at] velocityfrequentflyer [dot] com". I got the points credited about 8 weeks later. It was a very slow process... Good luck :)
S
S
Member since 13 Sep 2013
Total posts 119
I've taken multiple Hong Kong Airlines flights since around Dec 2019 too. None have ever cleared on mine or my partner's velocity account!
I email them almost once a week and get automated responses back.
It's appalling, but I'm basically giving up.
[email protected]
[email protected]
Member since 22 Mar 2020
Total posts 1
Appalling, hardly. Especially in light of the current condition with covid-19, a lot of employees are being redeployed (including from velocity) to assist with the extremely high call volumes. Frequent flyer point recovery is not a priority, especially with the extra year of premium status.
On the velocity website it says “To ensure you earn Velocity Points, make sure you enter your Velocity membership number when making your booking.”
I have flown with HK Air and other HNA Group airlines. I added my Velocity number at booking with no issues. Only once did I miss putting in my Velocity number, I called and they told me to email [email protected] (with proof of travel), I got credited in under 14 days (that was the time frame could be longer due to Virgin and HK Air's point exchange systems not running on an automatic system and had to be done manually). Sure it's long but hey I got my points and status credits.
S
S
Member since 13 Sep 2013
Total posts 119
Originally Posted by [email protected]
Appalling, hardly. Especially in light of the current condition with covid-19, a lot of employees are being redeployed (including from velocity) to assist with the extremely high call volumes. Frequent flyer point recovery is not a priority, especially with the extra year of premium status.
On the velocity website it says “To ensure you earn Velocity Points, make sure you enter your Velocity membership number when making your booking.”
I have flown with HK Air and other HNA Group airlines. I added my Velocity number at booking with no issues. Only once did I miss putting in my Velocity number, I called and they told me to email retro@velocityfrequentflyer.com (with proof of travel), I got credited in under 14 days (that was the time frame could be longer due to Virgin and HK Air's point exchange systems not running on an automatic system and had to be done manually). Sure it's long but hey I got my points and status credits.
Prior to the travel bans, I was starting to avoid using any HNA group airlines as their status and points rarely ever cleared without a tonne of follow up to Velocity. (And yes, VA numbers were on the boarding passes which have been sent countless times to retro@).
It was really a bit of a hodge podge alliance set up anyway, with access to the lounges coming through waaaay after the deal was signed. I can't really see it lasting much longer though.