Virgin moves on missing points, status credits for United flights

The airline says it’s working to fix a glitch impacting flights with new US partner United.

By David Flynn, November 28 2022
Virgin moves on missing points, status credits for United flights

Virgin Australia’s partnership with United Airlines has proven exceptionally popular with Virgin loyalists and Velocity members, but the alliance hasn’t gone off without a hitch.

Many Executive Traveller readers have noticed that despite listing their Velocity number against their United booking, the promised number of Velocity points and status credits have yet to land in their account.

Virgin Australia tells Executive Traveller the airline is aware of what it terms as “recent accrual and retro claim issues” for Velocity members earning points and status credits on United Airlines flights, saying the issues have been triggered by recent system upgrades.

The airline says it’s been working closely with United Airlines to resolve this, and will process all impacted claims and earnings as quickly as possible.

Once resolved, Velocity will automatically adjust any incorrectly awarded points, status credits and eligible sectors so that Velocity members won’t need to re-submit a retroactive claim.

That aside, Executive Traveller readers appear to to be enjoying their Velocity Gold and Platinum access to United Club lounges across the US, and especially United’s Polaris business class seat which now features on all United Airlines flights between Australia and the USA.

That roster now sees Brisbane-San Francisco added to United’s Sydney and Melbourne flights, which between them carry trans-Pacific travellers to San Francisco, Los Angeles and Houston – and often onwards to other United destinations in North and South America.

Ahead of their return flight to Australia, United’s business class-only Polaris lounges continue to raise the bar on how good a business lounge experience can be.

21 Apr 2019

Total posts 25

I have never been able to find J/C redemptions at original advertised points required.

14 Feb 2015

Total posts 16

I can't find any J redemptions on UA via Velocity on any dates or any routes either. I assume few to none are being released.

27 Feb 2014

Total posts 2

I've been waiting since July for my Velocity points and status credits from flights with Singapore Airlines Premium Economy. Three phone calls and still no points or status credits. I have lodged a complaint with consumer affairs W.A.

Qantas - Qantas Frequent Flyer

15 Nov 2022

Total posts 2

We have been waiting for 2 months now for our United flights to be credited to our Velocity accounts. Several emails and phone calls to VA with still no outcome. They asked us to provide the boarding passes (done) and then the original itinerary (done) and still nothing. It’s very frustrating to see all the promotion around the UA partnership, but then in reality you get nothing from it. Virgin are blaming United in their emails - say United did a system upgrade which has impacted VA frequent flyer processing. It’s poor form by Virgin and I think the next step is a complaint to the ACCC for false advertising. 

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