Cancellation of of Velocity redemption flight

10 replies

Benmccartney

Member since 15 Aug 2017

Total posts 9

Hi

Has anyone cancelled a velocity redemption flight lately. If so, how long did it take to get your points placed back into your account. Advised 21 days, been 14. A friend had theirs back within an hour which they are sliver. Platinum member for 3 1/2 years. Called back 3 times with 3 different responses. First response- sometimes that happens, second response - they paid with Amex and you didn't, Amex is within 5 days, visa mastercard 21 days, third response today - doesn't matter which card you pay with, it's 21 days. Your friend shouldn't have recieved them that fast. Nothing we can do. We will have to go through our phone records and speak to the representative who did that... 🙄 My God...

Tracie

Virgin Australia - Velocity Rewards

Member since 30 Oct 2015

Total posts 91

Platinum VA - took 6 weeks for me & only after I chased.

Benmccartney

Member since 15 Aug 2017

Total posts 9

Originally Posted by Tracie

Platinum VA - took 6 weeks for me & only after I chased.

Wow. No words. The level of zero care attitude towards their customers while trying to rebuild their brand is astonishing. It goes against all commonsense.

DanielPark

Member since 04 Aug 2018

Total posts 5

4 weeks into waiting I called and up and they reimbursed me immediately. Can be done with auth from a supervisor apparently.

Benmccartney

Member since 15 Aug 2017

Total posts 9

Originally Posted by DanielPark

4 weeks into waiting I called and up and they reimbursed me immediately. Can be done with auth from a supervisor apparently.

Thank you. Appreciate the info!

Benmccartney

Member since 15 Aug 2017

Total posts 9

Called for the 4th time in two weeks. Told again 21 days but this time explained they are business days so with weekends 27 days so basically 4 weeks. Nothing that can be done. Pushed further, customer service spoke to supervisor, points back within an hour...

Aussiemace

Member since 03 Apr 2020

Total posts 1

24 hrs. I cancelled Sunday, Points back in my account Monday

sim86on

Virgin Australia - Velocity Rewards

Member since 08 May 2014

Total posts 48

Points refunded in less than 24hours, advised that refunding the taxes 'is done by a different team' and would take up to 21 business days, but only ended taking 6 days.

Hellboy666

Qantas - Qantas Frequent Flyer

Member since 13 May 2018

Total posts 7

I had one cancelled in August, went ok. Money refund came as noted about 4 weeks later, the points didn’t come and after 6 weeks I enquired, and they said “they have already been re-credited” and indeed they were suddenly there.


Seems like not too much trouble with it, but from responses here either part can get stuck and then just enquire (I sent it directly to the Platinum email address).

Qld4101

Member since 08 Dec 2019

Total posts 2

Canceled reward seat that the base and tax were paid with points so I can’t comments on the dollar return. The points were back within an hour.


Tasclean

QF LTG

Member since 29 Feb 2016

Total posts 19

Platinum - cancelled a points flt 17 Dec (by emailing Velocity, rather than queueing up on the phone) and points were back on 21 Dec.

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